Hyatt Gold Passport - Hyatt.com Withdrew Points Twice for a Stay

Last week, I was making an award reservation for a Hyatt property. I managed to input my credit card details incorrectly and got the message to re do it. Hyatt did, however, withdraw the points for the award stay at this point even when the reservation was not generated.

I made the reservation again and got the confirmation number. Hyatt had, however, removed the points twice and this was not reflected on the points history, but only on the balance. Call to the customer service and they were able to see the double withdrawal of points and redeposit the incorrectly withdrawn amount.

Moral of the story. Don't always trust what is shown in your account history.

Hi All,

As many of you know I am a big supporter of Hyatt and admire many of the folks that work for the company.
Having said that I am not a fan of having to make these kind of posts
However at a certain point when Gold Passport doesn’t' take the issue seriously enough in my estimation I feel a responsibility to the membership base to make others aware.

Hyatt is having reasonably serious integrity and trust issues with its website
This is the 3rd time in a few months I have booked award room’s online
All 3 times their system has removed two sets of points at redemption time for each of the same bookings :rolleyes:

Though a screen shot was taken and sent to IT not a single manager felt a need to follow up about the issue. And yet it has happened again.
Certainly most agents were polite and offered to get approval to return the unauthorized point redemption errors.
I'm reasonably sure if the opposite were the case of redeeming and the points not being pulled before or after the stay the IT dept would have the problem solved in a single day ;)
According to select agents this problem is exceedingly rare. The fact remains its happening and it’s in need of a immediate attention & fix.

Anyway watch/monitor your accounts closely if redeeming points for award nights all and beware!!
I am unaware presently the extent of the issue and how widespread it may be.
It seems unlikely though after 3 sets of double point redemptions its limited to my account across the globe.
It’s my hope the good folks from Hyatt will get a handle on this sooner rather than later.
Certainly a new company revenue enhancement for those members that don't take notice :D

Cheers

Canceling reservations is another potential problem since at best there can be a delay in returning previously-deducted points.

Also, I can see how an isolated problem would escape management notice, but if widespread, how can this not show up as a material discrepancy on a balance sheet?

I made the following post on May 24th regarding the same issue:

http://www.flyertalk.com/forum/hyatt-gold-passport/1349646-hyatt-com-withdrew-points-twice-stay.html

Points were withdrawn twice but only one withdrawal was shown on the online account statement.

Is there any way to trace what was actually withdrawn? I make award reservations and cancel them fairly frequently and who known perhaps smth was taken out twice at some point... A rather unsettling thought...

I made the following post on May 24th regarding the same issue:

http://www.flyertalk.com/forum/hyatt-gold-passport/1349646-hyatt-com-withdrew-points-twice-stay.html

Points were withdrawn twice but only one withdrawal was shown on the online account statement.

Not in any way to detract from your issue, it sounds to me like the OP has a different issue. That is, he didn't mention any anomolies that occurred during the reservation process. Just that the points were double-deducted.

It's inexcusable that this would happen for a day, much less for months or years if that's the case.

Not in any way to detract from your issue, it sounds to me like the OP has a different issue. That is, he didn't mention any anomolies that occurred during the reservation process. Just that the points were double-deducted.

It's inexcusable that this would happen for a day, much less for months or years if that's the case.

It probably derives from the same back end issue. Maybe the fact that I mistyped the CC number wasn't the issue after all?

Canceling reservations is another potential problem since at best there can be a delay in returning previously-deducted points.

Also, I can see how an isolated problem would escape management notice, but if widespread, how can this not show up as a material discrepancy on a balance sheet?

While we are on or off topic
I do not understand if the booking function can debit the points immediately why does it take 24 hours to days for the points to return at Hyatt.com?
On some rare occasions the points don’t return at all
Another of America’s unsolved mysteries :D

Also frustrating if I can book or call to book my award reservation why can't I cancel it?
Thats certainly not cost effective/ productive to Hyatt’s inventory management nor the labor of manually canceling every single award booking with agents globally.
Very odd

At SPG,PriorityClub,Marriott Rewards even the dysfunctional and weird Hilton Honors website if points come out or returned back into the account it all happens in real time as it should.
Houston we have problems
Even though I'll assume this IT stuff is all based in the Windy City.
What kind of wind is blowing there these days? :eek:

Not in any way to detract from your issue, it sounds to me like the OP has a different issue. That is, he didn't mention any anomolies that occurred during the reservation process. Just that the points were double-deducted.

It's inexcusable that this would happen for a day, much less for months or years if that's the case.

Thanks thats an entirely correct assessment of the situation ^

I made the following post on May 24th regarding the same issue:

http://www.flyertalk.com/forum/hyatt-gold-passport/1349646-hyatt-com-withdrew-points-twice-stay.html

Points were withdrawn twice but only one withdrawal was shown on the online account statement.
Thanks holtju2 I missed your earlier post informing us
As I stated earlier it is unlikely this is isolated to one or a few members.
It’s bad enough that point awards have vastly inflated over the last few years but made worse with this unacceptable ongoing situation
That makes me question the trust I have in Hyatt to run their systems with fair integrity.
Hyatt may have a bed guarantee they may soon need an award redemption guarantee to pull the correct amount of points at time of booking!

The issue with an incorrect amount withdrawn from an account exists for quite some time and is not necessarily related to an invalid cc number mentioned by the OP.

While I agree that such posts are somehow exaggerated, as already mentioned by 777, the OP has a valid point.

Hyatt's IT leaves a lot to be desired, so double-checking all transactions multiple times is highly recommended.

I simply assume that all IT experts on the planet who had to endure the Rickey's, Eau Claire and the Hyatt @ SJC back in the good old days pay revenge even today by developing the worst software one can imagine for Hyatt. ;)

And let's be honest, we cannot even blame them :D:D:D

Update
I went to report the most recent double deduction from my point booking today.Hyatt Big Brother must be watching out after me ;)
The incorrect points were fullly credited back to my account manually
Hopefully no more mystery unappreciated debits going forward.

I'd be interested to hear from others here in the forum or privately if those don't prefer to post if they are running into the same concerns
Thanks All

Update
I went to report the most recent double deduction from my point booking today.Hyatt Big Brother must be watching out after me ;)
The incorrect points were fullly credited back to my account manually
Hopefully no more mystery unappreciated debits going forward.

I'd be interested to hear from others here in the forum or privately if those don't prefer to post if they are running into the same concerns
Thanks All

I recently cancelled a points-stay, using the voice recognition system. No points were returned to my account until I called a few days later.

I recently cancelled a points-stay, using the voice recognition system. No points were returned to my account until I called a few days later.
Appreciate the post
Thats typical or sadly the norm for Hyatt :(
What I am mostly interested in is those who have had two sets of points deducted for the same booking
Thanks

Happened to me again, but this time I have screenshots (http://loyaltylobby.com/2012/06/23/hyatt-website-problems-continues-double-points-withdrawn-for-award-stays/).