Hyatt Gold Passport - Diamond or Zirconia

Quick question about other folks' diamond experience.

I've been a diamond (more on than off) for the last 12 years or so, usually making it on stays rather than nights. I'll be the first to admit that my spend isn't all that much compared to some others I'm sure, and last year I did two matress runs to squeak into diamond status. But I've been reading here occasionally about Hyatt actually rating or ranking Diamonds (D1 to D7) and treating them accordingly, and it has me concerned about how much I really want to shoot for diamond again this year.

A couple of recent stays come to mind:

Two weeks in Kauai this January to February (a hotel we stayed at at least twice a year until three years ago - our first time back) and I have to say that our initial room offering on the Poipu wing was, ummmm, not so good, and then for the last ten nights our suite (using diamond suite upgrades was also, ummm, okay but that's about it, wev'e had a lot better on a pretty regular basis.)

A three day stay at the Wall Street Andaz where I was initially offered a regular room on the lowest floor (not even close to my profile), and it seemed like I was asking for the best suite in the house when I asked for something, anything a little better than that. (They had plenty of availabilty of other rooms online for the duration of my stay).

Anyone get the sense that in general, Hyatt is getting a little stingier with some of us "lower level" diamonds; are they paying closer attention?

I still get treated quite well at some of the properties we frequent, but those stays and a few others have me wondering . . .

I can remember getting the Corn Maiden Suite at the Tamaya a few years back on a cheap AAA rate, and it wasn't the low season, and great service in Palm Springs.

I'm not expecting they roll out the red carpet and DYKWIA, but this Zirconia is starting to get the sense that I'm no more than a Platinum plus these days. Anyone else get the same feeling these days?

It's an interesting question. I'd say the biggest difference between the present and the "good old days" is that now, the chain has so many inexpensive Hyatt-branded options (Hyatt Place, Hyatt House, etc). It probably means that it is possible for the average person -- not the clever mattress runner -- to get to diamond with a lot less total spend.

If I were in charge, I would want to differentiate between diamonds who made that level through Park Hyatt stays from those who did the same through Hyatt House stays. So maybe it's not surprising that could be happening.

Now whether that sort of differentiation is something that I would admit to in public were I in charge, well, that's a horse of a different color!

We sometimes get the same feeling, although our past couple of stays we have been treated quite exquisitely, including the Grand Hyatt Kauai, and we are definitely at the bottom of the Diamond rung. I have expressed my feeling to GP's VP that there should be different recognition of status for business vs. loyal leisure travelers. For example, people who travel for work usually don't pay out of their own pockets for their stays and ride the Diamond waves by virtue of their employer or the like paying for their accommodations. Some people, like us, did reap the benefit long ago, but have been challenged to continue obtaining Diamond status now that my husband no longer travels for work. We have still maintained our loyalty to Hyatt in every destination there is a Hyatt available, often staying at a less convenient location. I totally get it, but often wonder if it would at this point be more advantageous for us to pick grander properties that cost more but offer a better level of service vs. playing the game and spending extra money just for the Diamond recognition that seems to be so inconsistent.

I've given up. Honestly, no real recognition, points that haven't posted, nothing special at all, etc. I have yet to ever use one of the Suite upgrades they provide so no benefit there either. I just figure it is what it is. None of the other chains are that great either.

I haven't noticed the deterioration that some have seen on this thread. I travel for leisure so my room rates are not exactly breaking the bank. Nevertheless, I am probably ranked a bit higher due to being a repeat traveler to several properties and doing more two night stays at certain properties versus having only one night stays in prior years. All hotel properties have lists of guests sorted by spending and stay frequency.

Quick question about other folks' diamond experience.


A three day stay at the Wall Street Andaz where I was initially offered a regular room on the lowest floor (not even close to my profile), and it seemed like I was asking for the best suite in the house when I asked for something, anything a little better than that. (They had plenty of availabilty of other rooms online for the duration of my stay).

Anyone get the sense that in general, Hyatt is getting a little stingier with some of us "lower level" diamonds; are they paying closer attention?

I

FYI: The Andaz Wall Street has downgraded all Diamonds, the property is on a downgrade all together. in 2011 I spent a total of 30 nights at this hotel 10 of those in the Buttonwood Suite. I've stayed at this hotel since it open and there are downgrades all over the place, from the complimentary snacks and beverages to no more Diamond Breakfast VIA room service and service such as housekeeping and food and beverage has fallen to disappointing levels. This used to be my to go to Hyatt hotel in NYC but it has tumbled to the NOT TO GO TO HYATT. I've been working on a review of my last 3 stays here since April, I want to do a fair review which I will post soon. I hand several friends who work in the area and all of them says the Andaz Wall Street is not so Andazie!

Occupancy rates are much higher than in 2008-2009 plus you have plenty of folks on free credit card nights - this is probably the main reason. If Hyatt does rank diamonds it would only come into play if they have to choose which one to upgrade when they have to pick one - i have no reason whatsoever to believe that diamond "grade" would be considered to treat you differently.

A lot of people feel that the benefits are not what they were a few years back on UA, SPG, Hyatt etc but the market is different now and expecting the same freebies is unrealistic ($100 resort stays with $100 meal voucher - good days). On the other hand the rates are much higher so i get a much better value out of awards now vs back then.

If I were in charge, I would want to differentiate between diamonds who made that level through Park Hyatt stays from those who did the same through Hyatt House stays. So maybe it's not surprising that could be happening.

If I were in charge I'd be doing it too. If they're not doing it, they certainly should be -- or they are almost surely letting down their very best customers. It's hard to imagine they are that asleep at the wheel.

If I were in charge I'd be doing it too. If they're not doing it, they certainly should be -- or they are almost surely letting down their very best customers. It's hard to imagine they are that asleep at the wheel.

I'm sure there are matrixs in place to account for your spend, in which case, those of us who stay predominantly at Park Hyatts would get better treatment, as well as get to Lifetime Diamond quicker.

As for Andaz, none of their properties appreciate or respect status. Partly due to differen systems, and partly because the brand just doesn't get it. I actually like the Andaz brand, however lower my expectations whenever I stay there.

FYI: The Andaz Wall Street has downgraded all Diamonds, the property is on a downgrade all together. in 2011 I spent a total of 30 nights at this hotel 10 of those in the Buttonwood Suite. I've stayed at this hotel since it open and there are downgrades all over the place, from the complimentary snacks and beverages to no more Diamond Breakfast VIA room service and service such as housekeeping and food and beverage has fallen to disappointing levels. This used to be my to go to Hyatt hotel in NYC but it has tumbled to the NOT TO GO TO HYATT. I've been working on a review of my last 3 stays here since April, I want to do a fair review which I will post soon. I hand several friends who work in the area and all of them says the Andaz Wall Street is not so Andazie!

I stayed here last month, had a terrible experience, but asked at check-in if the Diamond breakfast still covered room service. The "host" told me it was only in the restaurant, but the letter in the room said that I could order from Room Service, which I did, and the charges never showed up on my bill.

OP: If it sucks so bad, why do you keep doing mattress runs to retain Diamond? Perhaps your business (and complaints) would be better off at another hotel chain?


On the subject of revenue status - I wish they would do that. I don't think a diamond who spend 89 bucks a night hopping 25 times to el-cheapo hyatt houses isn't the same as someone who did 50 days a year++ at 400-500/night properties.

I've been doing the airline and hotel loyalty game for quite awhile now and I've reached the point for hotels, at least, to simply find the hotel that best meets my needs for a particular trip, select the particular options I want (club, suite, included breakfast, etc.) and pay the price to stay there. More choices, less anxiety and, in the long run, probably more cost-effective (no temptation for mattress runs, unneeded or extra stays, etc.).

FYI: The Andaz Wall Street has downgraded all Diamonds, the property is on a downgrade all together. in 2011 I spent a total of 30 nights at this hotel 10 of those in the Buttonwood Suite. I've stayed at this hotel since it open and there are downgrades all over the place, from the complimentary snacks and beverages to no more Diamond Breakfast VIA room service and service such as housekeeping and food and beverage has fallen to disappointing levels. This used to be my to go to Hyatt hotel in NYC but it has tumbled to the NOT TO GO TO HYATT. I've been working on a review of my last 3 stays here since April, I want to do a fair review which I will post soon. I hand several friends who work in the area and all of them says the Andaz Wall Street is not so Andazie!

Wow, you expressed exactly what my experience was @ the Andaz WS on Sun. nt.! My room was not ready @ 4:30p, but the host was able to find another rm (was using a free suite nt), that had just become 'available' & was told that only the mini-bar needed to be replenished. When I got to the room (after having some refreshments in the lobby), the bath area definitely did not seem like it had been truly cleaned (black ceramic floor was not mopped well). Also, the service @ Wall & Water for breakfast the following morning was terrible. I was really disappointed, esp. since I had never experienced such poor service here on past visits!:(

I reported all of this upon check-out (& was told that my comments would be passed on to mgmt), & had requested that my receipt be sent to my e-mail (which didn't happen). Really sad!:td:

[QUOTE=austin_modern;18700347]OP: If it sucks so bad, why do you keep doing mattress runs to retain Diamond? Perhaps your business (and complaints) would be better off at another hotel chain?

So pleasantly put by you - hope you are a little more courteous and thoughtful in person than you are hiding behind your online anonymity; I can’t imagine getting up in the morning and instantly wanting to type something like “if it sucks so bad . . .” – not my kind of existence but to each his own I guess.

Lest you think I’m doing 25 mattress runs, and I don’t think I indicated that I am, I’m not – I simply topped off the year with two discretionary stays to ensure I made diamond. As to my spend, I’m burning through 440K points at the end of December and January for a suite in Kauai, (perhaps that will give you a better idea of my level of commitment to Hyatt) but after that I’m uncertain of my loyalty since my balance for the first time will dip below 100K points. I’ve been a dedicated Hyatt traveler since the mid-90’s, and had my wedding at the PH Tokyo (and my wife and I are both Americans, to be clear), and I remember fondly both the Stanhope and Hyatt Carlton (especially the cool steel pool).

To be fair, I’ve had great treatment at middling properties – the Boston Airport Hyatt is very good to us, as was the Regency in Philadelphia and the Grand in SF, but the properties that want to make me stay loyal to the program (The Andaz’ s in NY and the Grand in Kauai, for example) are making me rethink the extra mile (literally) I go out of my way to stay with Hyatt. I’m not a meeting planner and I don’t stay 100 + nights a year on the road, but I travel enough that it makes sense to concentrate my stays with one chain if I can. As I tried to make clear in my first post, I’m not asking for special treatment, but I am looking for service that reflects my (discretionary) commitment to Hyatt, so when I find a decent rate to go to a high tier property, it would be nice if I weren’t sloughed off like a credit card platinum newbie (which it felt like over the last year at about six properties).
I understand that perhaps the “travelling” economy is a bit better, and I also remember my very soft non-landing a few years back when I remained a diamond (with way fewer stays than the 25, by the way), but I simply get the sense that at the properties we stay at to remain with Hyatt, the ground rules have changed, for instance, leaving better rooms empty simply because they can, rather than recognizing who is at the hotel and that’s that. Right now, they Gold, Platinum, and Diamond (leaving aside CC of course) and I get it that someone who drops a 100K a year is going to get a better room selection than myself, but that’s not what my question is about – it’s about properties seemingly going out of their way not to be special when they can and it doesn’t hurt them to do so. I wasn’t looking for the Buttonwood suite at Wall Street, but I wasn’t looking for a fifth floor regular kind either, and there were plenty of rooms available for my stay. And in Kauai, (and the staff and service there remain fantastic and special) can I get something a little better than a handi room above the restaurant for a couple of nights when they don’t have a suite?

My guess is that I’m like many, many diamonds, folks who travel a lot (compared to most price-line bottom feeders) and we’ve decided to go out of our way to stay committed to one program in return for something a little better, and it just seems like that “something a little better” is now missing. To be clear, this is not a rant about the lack of decent promotions, a situation that is what it is with the credit card points and the whole “going public” new world; rather, I’m trying to figure out if it’s worth my time and money to stick with Hyatt and get something really decent in return or to keep the credit card and pay for the occasional trip to Kauai and then explore other options in most other cities where there are plenty of very nice choices out there. For instance, the PH Maldives is nice, but is it really worth all those Hyatt points and stays when there are much better choices (I’ve been at them too), and frankly, in NYC, one can do much better than the basic room, never mind the attitude and lack of check-in counters at the Andazes.

I think they should institute a 4-Cs rating system and put it on your status card.
Count (stays or nights)
Country
Cost
Courtesy (how nice you are when you call to get your points corrected)

Since I have dropped to platinum I only need to worry about worth on the commodity market. :D

If I were in charge, I would want to differentiate between diamonds who made that level through Park Hyatt stays from those who did the same through Hyatt House stays. So maybe it's not surprising that could be happening.

Now whether that sort of differentiation is something that I would admit to in public were I in charge, well, that's a horse of a different color!

I disagree. Unlike the airline where people pay different price for the same products hotels are different but the loyalty program is the same.
If you want to target and reward your ph customers then run a separate program for that.
Its not customer's fault that the only available property in the area is Hyatt house. After all it's cheaper because it doesn't provide the services of ph so people spend less to get less. They still remain loyal to the chain and that's the idea behind running a loyalty program.

I disagree. Unlike the airline where people pay different price for the same products hotels are different but the loyalty program is the same.
If you want to target and reward your ph customers then run a separate program for that.
Its not customer's fault that the only available property in the area is Hyatt house. After all it's cheaper because it doesn't provide the services of ph so people spend less to get less. They still remain loyal to the chain and that's the idea behind running a loyalty program.
^

I don't think people here are implying that you shouldn't be able to make Diamond status with a lot of stays at Hyatt Houses/Places (although an additional tier between 15 and 50 nights could be good). But that the benefits you receive would be a little different depending on the amount you have spent.

For instance someone that normally stays at PH's should get an even better room upgrade than those HP Diamonds ;). But it wouldn't surprise me that there is some differentiation already happening, especially at the non-US locations.

Lest you think I’m doing 25 mattress runs, and I don’t think I indicated that I am, I’m not – I simply topped off the year with two discretionary stays to ensure I made diamond.

I didn't say you did 25 mattress runs or even allude to it. My question still stands, if Hyatt sucks so bad - why do mattress runs to get to diamond last year?

I guess its a shorter version of the: if you really dislike hyatt to complain about the program not rolling out the red carpet, why not just vote with your dollars and go to SPG, Marriott, or another? You've clearly been pleased enough with the program throughout the years to be diamond for quite some time... which would make one assume its not as bad as you might be trying to articulate. As you stated, you seem to be consolidating most of your travel to Hyatts which makes me question even more: whats better?

And - no, Im not hiding behind internet anonymity. I think a frank discussion is interesting on forums.

Unlike the airline where people pay different price for the same products hotels are different but the loyalty program is the same.

Somewhat true - somewhat not.

Unlike Airlines, negotiated rates at hotels can mean that people pay vastly different prices for their hotel rooms at the same hotel for the same product. There are also Tiers at hotels as well - wether its room type or hotel selection (many cities have different offerings.) I really don't see airlines and hotels as that different in their pricings.

I don't think people here are implying that you shouldn't be able to make Diamond status with a lot of stays at Hyatt Houses/Places (although an additional tier between 15 and 50 nights could be good). But that the benefits you receive would be a little different depending on the amount you have spent.

For instance someone that normally stays at PH's should get an even better room upgrade than those HP Diamonds . . .

Exactly.

If I were running it, the fundamental benefits for earning the status would be consistent.

AND, I would want to know my high dollar guests -- by definition, those who frequent the more expensive luxury properties and/or spend the most across the chain.

Naturally, there would need to be some way to flag or rank guests so that hotel management recognizes those the company regards as most valuable -- and they would receive special treatment, discretionary upgrades, etc.

I have to believe it is happening today.

I didn't say you did 25 mattress runs or even allude to it. My question still stands, if Hyatt sucks so bad - why do mattress runs to get to diamond last year?

. . .
And - no, Im not hiding behind internet anonymity. I think a frank discussion is interesting on forums.

Cool - as long as we're going to be frank, then I guess it's about reading comprehension for you. I'm simply asking about the value of being a diamond, as opposed to being a platinum. Looking over the forum over the last couple of years, it seems more and more that a fair number of diamonds out there are getting less, much less, than is promised as "the diamond experience" by Hyatt. I specifically stated that I WASN"T looking for the red carpet (reading comprehension, again?), but something more than being a platinum, regardless of my spend, which, again, is not fantastically high but not insignificant either by any stretch.

As a diamond, I should get a decent room, especially when a hotel is not close to sold out. If it is filled with non-status conventioneers who are paying much less than I am, I would like something a little better than a handi-room.

And if a hotel is not sold out, I shouldn't get the worst room on the lowest floor. I'm actually quite fond of Hyatt, but if being a diamond who isn't going to spend 100K/year isn't really much different than being a platinum, then I'm happy to pay for the occasional breakfast and drastically reduce my Hyatt stays (maybe 10 -12 stays/year) to something either better (Maldives) or less expensive.

I'm at the point now where I'm thinking about lifetime diamond - it's on the horizon for me if I extend myself a bit for the next five or six years, but, if being a lifetime diamond means little to nothing except the breakfast and club access, why bother? I learned my lesson with Delta and my million-miler status, actually mostly earned with Northwest commuting to Asia. I just burned my last sky pesos to "pay with miles" three first class tickets to Kauai in December. Again, if status in a program means very little, why bother?

What's interesting is that folks here keep on calling it a "loyalty program," which has some interesting connotations, when if fact it is a revenue enhancement tool for the corporation. I get the fact that I'm not the most diamond of the diamonds, but most of my stays have been at a decent price at full service properties. If that means I'm no longer in their books as a valued "diamond" customer (again, I'm not looking for the red carpet but I'd like something better than a handi-room, especially if I'm booking six to nine months out), then let me know up front - I'll still stay at a Hyatt when it makes sense to, but I certainly am not going to go out of my way for some kind of promise/status when in fact, those are not going to be there?

So, again, all of you "lower-tier" diamonds, (25-35 stays), maybe 15K spend/year - when you show up at one of their top-tier properties, do you feel like a diamond or a platinum plus?

It's interesting to read some of the comments in this thread. I guess SPG is not the only one who longer cares about their elites.

I have to say, my SPG Platinum membership in the early 2000's truly opened the door to some spectacular properties and extraordinary service/treatment. Of course, the Flyertalk community was much smaller then and you didn't have a gazillion bloggers advertising mattress runs :rolleyes:

Now, everyone is a Platinum/Diamond.

It's interesting to read some of the comments in this thread. I guess SPG is not the only one who longer cares about their elites.

I have to say, my SPG Platinum membership in the early 2000's truly opened the door to some spectacular properties and extraordinary service/treatment. Of course, the Flyertalk community was much smaller then and you didn't have a gazillion bloggers advertising mattress runs :rolleyes:

Now, everyone is a Platinum/Diamond.

Yes, that's the thing - I can't afford two weeks in a suite in Kauai, but if I stay at enough of their properties for a couple of years, I can, and that's playing by their rules. (And in this no-decent promotion world, 440K points is something). And except for the most extreme mattress runners, that's out of their reach unless they are single or quite wealthy, which in that case, the points don't matter. So. For those of us who slog to the Hyatt at the edge of town instead of a better in-town location, or drive through LA traffic as opposed to staying at the airport to spend money at the Hyatt, why demote us to basically what is non-diamond status when we want to use some of the ever dwindelling benefits at one of the properties they promote oh-so heavily on every card on the nightstand and mailer and website?

I don't expect to stay in the owner's suite in Kauai on a two-week stay, I really don't expect that, (Although it's happened to me before - pre 9/11 days), but if I'm a diamond, does it mean anything more than breakfast? (Now that we're paying for alcohol at the club?)

Well I would not lump all Hyatt's into the Zirconia level. I do feel there are many Hyatt's out there that go above and beyond for their guest who happen to be Diamond Level no matter how much revenue they bring in. So far in 2012 I've been very happy with my upgrades and service. I'll list a few properties where I've had constantly outstanding stays and fantastic upgrades. 9 out of 10 times I've been in a suite or large unique rooms not using the upgrade certificate!!!

R.F. 2012 Diamond Service Awards

Grand Hyatt DFW
Hyatt Regency Chicago
Park Hyatt Chicago
Park Hyatt DC
SF Grand Hyatt
Andaz 5th Avenue
Andaz San Diego
Jersey City Hyatt Regency
Santa Clara Hyatt Regency

R.F. 2012 poor diamond service award goes to:

Andaz Wall Street.

I know there are levels at hotels based on how much revenue you bring in, but over all I have been very happy with my upgrades and service... there is just one property I feel has fallen from grace. In the past couple of years the Gold Passport program has been downgraded and I associate that more with them going public than with the credit card. Now what is more important to me than promos in the service and elite recognition. If all the hotels start to go the direction Andaz Wall Street has I will move on to another program.

When I was at the Huntington Beach Hyatt for the fourth of July I saw a guest list with the codes attached. The girl putting wrist bands on us at the pool set down her clipboard. I saw our name and literally at least 20 others with the same code. I can't remember if it was V2 or V3, but they were all the same. I laughed and said sorry I guess I wasn't supposed to see that. We started talking about the code. She remarked, and this was only her experience, that she had never in the 3 years she had worked there seen another higher level for a diamond, that we were all the same. I'm sure Tom Cruise or the like would have a higher level. :) I know that when you check in they can access your points, but besides that I am not sure they rank us. Lifetime and courtesy card holders withstanding.

When I was at the Huntington Beach Hyatt for the fourth of July I saw a guest list with the codes attached. The girl putting wrist bands on us at the pool set down her clipboard. I saw our name and literally at least 20 others with the same code. I can't remember if it was V2 or V3, but they were all the same. I laughed and said sorry I guess I wasn't supposed to see that. We started talking about the code. She remarked, and this was only her experience, that she had never in the 3 years she had worked there seen another higher level for a diamond, that we were all the same. I'm sure Tom Cruise or the like would have a higher level. :) I know that when you check in they can access your points, but besides that I am not sure they rank us. Lifetime and courtesy card holders withstanding.

The times I have seen the magical clipboard (back when I was a Diamond) it always said VIP2. There used to be a list with the meanings.
Found it: http://www.flyertalk.com/forum/13760693-post4.html
Which makes we wonder how I got the V2. Hmmmm....

The times I have seen the magical clipboard (back when I was a Diamond) it always said VIP2. There used to be a list with the meanings.
Found it: http://www.flyertalk.com/forum/13760693-post4.html
Which makes we wonder how I got the V2. Hmmmm....

Thanks - that's interesting, but some recent posts seem to suggest that there is actually also a diamond hierarchy - D1 to D7, which wouldn't surprise me at all. Otherwise, it's hard to explain some pretty stark differences in people's diamond experiences. I'll leave aside what seems to be a growing consensus that the NYC Andazes seem to be alienating quite a few long time Hyatt loyalists. If the V1 - V8 deal were true, then the diamond experience would be pretty standardized for all, with at times something really good happening, but that hasn't been reflected consistently for me in the past year.

Most recent decent stays -

Boston Airport Hyatt - (3 stays) always good, sometimes stellar, but I've stayed there enough that they know my son's name and toy preferences.

Park Hyatt DC - used a suite upgrade and actually got a real suite on a low AAA rate. Service decent and reminded me a bit of the good old days.

Hyatt Regency Philadelphia - nice handwritten note and a good room - certainly not an upgrade, but no complaints either, as advertised. (Leaving aside paying for parking now.)

Grand in SF. Good. Decent room, decent service.

Hyatt Greenwich. I guess it was good, since I don't think there is actually a great room there, but it's a good place to stop at before heading into the city if you've been driving for a while. At least we didn't have to ask two or three times to get the breakfast charges taken care of.


The not-so-good.

Hyatt House Summerfield whatever, Windsor CT. Ummmmm. Okay, I get that they just became a Hyatt, but telling me that a small room on the first floor nearest the entrance is a great room is a joke. A bad joke. No points for trying, and it was late enough that I just let it go until the St. Patrick's day partying began in their lounge . . . Not good.

Hyatt Regency Dallas Convention Center. Lost my suite upgrade, tried to tell me that a room on the 11th floor was "just as nice." Then said that all the suites were booked, even though some were still showing available online. Yet somehow, when I checked my account, my last 2011 suite upgrade somehow disappeared after the stay. I get it was busy, but making me wait in line (it was a convention) three times to get a standard room and . . .

Wall Street Andaz - I got upgraded from the fifth floor to the seventh. And it took two conversations with the "hosts" to get something more than a basic room. The hotel was not full.

Hyatt Kauai - we hadn't been back in nearly three years, but have stayed there for about ninety days in the last eleven years (I just checked.) A handi-room? Come on.

Andaz Fifth Avenue. . . . You call that a suite? Not to mention the chairs - not only can you not sit in them, but the nails/tacks are coming out and tore my wife's dress. But my son loved the little zen garden park thingy off the second floor, so it wasn't all bad. Until they charged us for breakfast, and then again, and then again. It took two phone calls (after discussing it during check out) a couple of days later, and they made it seem like I was imposing on them.

Hyatt Buffalo. Okay, so maybe it's just Buffalo (A little Tom Brady humor there), but again, I got the distinct impression that my pretty dated smallish room didn't exactly scream "you've been upgraded to the best non-suite in the house."

Not exactly batting even .500 there, and it didn't use to be this way. Not to mention that I'm a little older and better dressed now, and not pulling up in a 98 Subaru Legacy (which was a great car.)

Last year, and for most of this year, my travels have not taken me to a Hyatt for leisure purposes, which is why I maintain diamond, so I have not had any lesser experience.

I normally travel to Waikiki and Kauai, and last June, was treated extremely well at both. I won't be back to either until this November, so I will be able to judge at that time.

However, I am getting disappointed at what I've been reading here. Hyatt used to treat Diamonds very well - at least at most properties. Then came the numerous FFN to attract new business, which worked, and now the credit card, which, IMHO, is diluting the excellent treatment we used to get at those properties because everyone want to use their free nights in a premium property.

So, I'm still on the fence, and I hope once the free nights are all used up, things go back to the way they used to be.

We all have our little peeves. I am disappointed that there are not good promotions like in the past. Obviously Diamonds are not as rare these days (though it was possible, in the past, to do 4 stays to Diamond or stays count twice).

Perhaps Hyatt did plan/expect that with more Diamonds, they cannot all be looked after as well as they were in the past, hence, the breakfasts, free internet plus 4 suite upgrades were introduced? So that if one were to weigh Diamond today and in the past "in the round", one cannot really say that treatment has gone down?

We all have our little peeves. I am disappointed that there are not good promotions like in the past. Obviously Diamonds are not as rare these days (though it was possible, in the past, to do 4 stays to Diamond or stays count twice).


True, but the lack of promotions hits us all (Gold, Platinum & Diamond) equally, whereas not getting anything close to a decent room, nevermind "best reasonable non suite room available" seems to hit some diamonds with more frequency than might be expected.

I'm not even going into the the whole "what type of suite could I or couldn't I get" with my four certs, I'm just kind of wondering if a "regular/typical" Diamond should be expecting a decent room when they show up at any property these days? And yes, I don't think I would have even conceived of this question a few years back, which leads me back to the original question - is Hyatt starting to really differentiate among classes of diamonds to the point that some are being treated no better than platinums with free breakfast and wifi?

...

I don't expect to stay in the owner's suite in Kauai on a two-week stay, I really don't expect that, (Although it's happened to me before - pre 9/11 days), but if I'm a diamond, does it mean anything more than breakfast? (Now that we're paying for alcohol at the club?)

You and probably another 20 guests given that's one of Hyatt top resorts... and then there are people who pay for suites..
The property has always treated diamonds very well and your comments are way off.

To expand on this - spa access is $50/day, lounge access is conservatively $50/day. Suites go for at least $200/nt more than regular rooms. Your 10 nt stay confirmed in a suite with upgrade certs represents at the very least $3000 value you got just for being diamond.

For reality check try to get a confirmed suite at spg Hilton or Marriott - see how that goes for you.

You and probably another 20 guests given that's one of Hyatt top resorts... and then there are people who pay for suites..
The property has always treated diamonds very well and your comments are way off.

To expand on this - spa access is $50/day, lounge access is conservatively $50/day. Suites go for at least $200/nt more than regular rooms. Your 10 nt stay confirmed in a suite with upgrade certs represents at the very least $3000 value you got just for being diamond.

For reality check try to get a confirmed suite at spg Hilton or Marriott - see how that goes for you.

So we agree then – if as a diamond you were initially offered the handi-room on in the Poipu wing on the 4th floor (where half the wing walks by), first room after the first bank of elevators, basically above the noise of the Illma Terrace, you would be surprised by that too, as a diamond? It was our first time back there in four years, but before that, we’ve been there sixteen times since 1997 and we know how diamonds are usually treated, so my simple question is “what’s changed?” And if it were only this experience, I could easily shrug it off and say – hey, stuff happens but together with my other more recent experiences, I'm more than a bit curious.

And finally, perhaps because you are in LA, you don’t fully appreciate the effort some of us non-left coasters make to go to Kauai on a regular basis only to get the handi-room for three days while we’re waiting for a suite. I’m going out of my way to make diamond not so that I can get a basic room in Dallas or Buffalo or where ever, but so that I can get a decent experience precisely at the properties where being a diamond should matter, like the 5th Avenue Andaz or in Kauai.

So is Gold Passport status, real status worth something on a regular basis, or have the ground rules changed for those of us who stretch to make diamond? (again, referring back to if there are levels of diamondness) And to be clear, I’m not talking about folks who spend a ton of cash with Hyatt, I fully appreciate the idea that they should get something for their money. I’m starting to think that it’s easier for me to pay the family rate for two rooms in Kauai, take my middling/basic rooms at regular Hyatt properties when it’s convenient for me, and stay at cheaper or more convenient non-Hyatts (you should appreciate the situation at LAX for example) when it makes sense to. It all comes down to what exactly diamond is worth these days. I’m beginning to think I’ll save some time and money and get a better experience in Kauai (again, if I’m a paying customer) or Buffalo if I’m not Hyatt’s regular date, and that isn’t the way it used to be.

I’m still curious as to what’s “way off” in terms of my comments, though. I was simply describing my experience as a diamond at a number or properties over the last six or eight months, and, I’m not one to usually complain. In fact, I am asking for a reality check, especially when I’m asked to accept a handi-room above the restaurant and the hotel is not full and it’s not a vacation week. Or shown a basic room at Wall Street, or Dallas, or Buffalo? Is there something about my 25 stay diamondness this year that is a problem for Hyatt?

I honestly think it is just a hotel thing. When I was a diamond (the past 3 years) the quality of the room at each hotel and each stay would vary. My second stay at the HR San Francisco I was given the Presidental Suite while on AAA rate and I didn't use a suite upgrade. I have stayed at the HR Mission Bay here in San Diego about 6 times and there is no rhyme or reason to the room I received. Sometimes I received a corner jr. suite without asking, another time I got one after asking, and the other times I was told no. Others have reporting getting a villa. The GH San Diego NEVER gave me a suite without using an upgrade cert.

I did a hop around the hotels in Seattle (Bellevue, Olive8, Bellevue, GH) the rooms given each night were different. The rooms even varied at Bellevue even though the stays were one night apart! I received an accessible room at HR Huntington Beach and golf course view at Grand Champion, neither what I would consider "best available." At Newport Beach I got a groundfloor room just inside the fire door with a nice view of the parking lot. :p

It's a crap shoot. Sad but true. What I miss the most was the soft product: the cards from the GMs, handshakes from on-duty managers, amenities, the "oh, you're a diamond!" treatment. The room was just gravy.

What I miss the most was the soft product: the cards from the GMs, handshakes from on-duty managers, amenities, the "oh, you're a diamond!" treatment. The room was just gravy.
I have never had the "Oh, you're a Diamond!" comment.

It's almost always "We have your Diamond number on file. Would you like the points or the amenity?"

NHWiki - It looks like your quick question hit a lot of nerves! I agree with you on all fronts . . . it boils down to a matter of dollars and where you want to spend them. Hubby and I have been Hyatt loyalists for years. Then we hear from our friends some of their extraordinary experiences at properties outside the Hyatt family, some which are unaffiliated with any loyalty program, and think, why are we playing this Diamond game when there are places we could stay that require no loyalty and offer an exceptional experience?

And what gets to us most is what happened recently at the Hyatt Grand Champions . . . we had to pay a $23/day resort fee for things we are already entitled to as Diamond! In fact, when we asked if they could waive it for us, they said no waiving, but they would discount it by $5.

So, I, too, ask, where is the Diamond love?

It's almost always "We have your Diamond number on file. Would you like the points or the amenity?"

+1 YUP

I have never had the "Oh, you're a Diamond!" comment.

It's almost always "We have your Diamond number on file. Would you like the points or the amenity?"

Maybe I didn't look like a Diamond. :p It would usually be something like this:

"Checking in? Ok, (or Oh) I see you are a Diamond; thank you for your loyality. We have upgraded you to (fill in the blank). Would you like points or the amenity?" And then they would give me their card and said to call if I needed anything.

It didn't happend at every hotel, but it used to happen with some regularity.

Ah, the good ol days.:(

Maybe I didn't look like a Diamond. :p It would usually be something like this:

"Checking in? Ok, (or Oh) I see you are a Diamond; thank you for your loyality. We have upgraded you to (fill in the blank). Would you like points or the amenity?" And then they would give me their card and said to call if I needed anything.

It didn't happend at every hotel, but it used to happen with some regularity.

Ah, the good ol days.:(

Ah, yes, the good ol days. Or, at Wall Street.

Host - "Will you (arched eyebrows) be staying with us?"

Me. Thinking to myself, as I set down my bag. "No, I thought this was the local genius bar." Folks who've been checked in at the Andaz may be in on the bad joke, kind of like the Graceland ironic or non-ironic tours.

Me. "Yes."

Host. "I see you will be with us for three nights. What credit card will you be using . . ."
He walks me to the elevator, and up we go. Right to five. Shows me the basic king size room. No mention of breakfast, no mention of amenity. I ask, quite politely if they might have something that matches my profile a little better, and mention that I'll take the points instead of the amenity. He has no idea what I might be talking about.

I'm used to points not posting correctly much of the time, (has come with the territory for a long, long time), and although I'm not pleased with the promotion situation right now, really missing the FFN's, I could count on a decent room and decent service at a full service property. And while I appreciate the suite upgrades, which I have been lucky enough to use quite wisely, they don't replace things like not getting a room next to the elevator.

I also find it interesting that some folks in the thread have commented that occupancy is up, and although Hyatt Corp. missed it's last quarter target, they are still doing quite well. When business was bad, Hyatt used that as a reason, a quite valid one, to scale back on tangible bennies, for instance alcohol in the clubs, and comping diamonds for parking and resort fees. So now that things have picked up, where are those things?

And they can't get the basic things promised to every diamond right on a regular basis, I guess that might be a sign of where Hyatt is going.

(And note, I left out any reference to the whole tip-included and how much is breakfast at the Andaz debate, which could easily extend this discussion for another five pages.)

So, any other diamond lites not feeling the love so much these days, or is it just my luck? (And I'm not talking here to recent diamond challengers or newbies) Hearing from Mary2e and some of the others, RichardinSF, for example, about how things are now for the basics in the program day in and out, are really revealing.

Speaking with 15 consecutive years as a “Diamond Card Holder”, I really think that the HP, HH properties and perhaps Flyer Talk and the alike, have changed the “Diamond Card Holder” demographic and I’m afraid some of the shine is coming off the Diamond recognition.

I'm a leisure traveler and all stays are self-funded (with the exception of my partner's annual conference which is tax deductible). Have been Diamond for 9 years.

Aside from the Hyatt Places and Hyatt House properties which basically have no Diamond recognition - other than the bonus welcome points which they are much more likely to post automatically now since the 50% "penalty" for not posting.

I haven't seen a big decline in my treatment at properties. Part of this is that I've finally optimized usage of the Diamond Suite Upgrades (and since we're both Diamonds this year due to Star Mega Do 3 - we have 8 to use - so have been able to confirm just about all muti-night stays in suites).

While, I'm sure that I have not gotten the upgrades as called for in the T&Cs (best available non-suite rooms) in all cases, I have not gotten any terrible rooms. My biggest complaints were in conjunction with the stays during Star Mega Do 3 (the properties kind of freaked out and over-reacted to having 160 Diamonds in house and did things that did not show off the Diamond status very well).

Not to turn this into a comparison with other programs but I still think that Hyatt Diamonds are treated much better than Starwood Platinums (which I also have). Starwoods "new" benefits announced a couple months ago are pretty much a "yawn" for me a Platinum "lite" (basically means to me that the elusive suite upgrade will have disappeared).

I have to say that I would certainly echo some of the comments here, but find that overall Diamond treatment at Hyatt properties is pretty good. It is probably fair to say that it is rarely exceptionally good and also rarely bad. You typically get consistently executed service with a smile. You know what to expect. Which is something I couldn't say for most other chains and is a true competitive differentiator for Hyatt. I am willing to pay extra for that.

That said, I have only been Diamond for about 3 years and while Hyatt represents a little bit of a comfort zone for me, I personally find SPG Plat recognition much better these days. Consistent upgrades, often to premium suites (just recently to a premium corner suite with harbor view at the W Hong Kong and the top suite at the W Chicago City Center, both on point stays), and good service work for me. Upgrades at Hyatt seem pretty boring in comparison. Usually a one category upgrade, but rarely more than that. My experience with the new SPG Suite awards is that properties will still regularly upgrade from the confirmed suite upgrade category, if the uprade is available. Personally, I have found that the occasional super upgrade builds a lot of loyalty. Either Hyatt consistently sells these premium rooms, there are lots of other Diamonds ahead of me, or Hyatt properties would rather leave these rooms empty than go beyond GP requirements.

As a data point for those who worry about spend, I give Hyatt quite a bit of business (including work stays, meetings, and leisure, many of which at Park Hyatts) and am on track to easily hit Lifetime Diamond on my 10th anniversary. I do get the occasional note from the GM, a welcome e-mail from the front desk prior to arrival, and recently was offered a private checkin at the GH Hong Kong. But in terms of upgrades I don't feel much love.

I think that treatment varies majorly by property. Not a high level Diamond, but I have a mix of properties in my history. A sampling of my most recent stays-

Properties that seem to treat me well with benefits:

HR MCO - my home property, u/g to suite/jr suite/dlx room nearly every time. Always goes above and beyond.

GH SAT- staff and management are excellent. Club floor jr suite without ug cert on AAA rate.

HR clearwater Beach - nice property, seem to u/g without issue

GH Washington, DC - great service / allowd to keep suite u/g even on partial paid/points stay

HR BOS - Consistent great service / ug to high floor harbor view

HR PHX downtown- very good svc, met requests without issue.

HR Houston DT - great srvc. Went above and beyond.

MEDIOCRE:

HR DFW - consistent ug to deluxe room, but not much else in srvc.

HR STL at the Arch- on the fence here. Always friendly, ug's are common, but nothing special.

HR Orange County - always given decent ug, svc is avg. to good.

GH Tampa Bay - UG to decent room- for this hotel. Seem to care about status.

HR Crystal City- always friendly and consistently ug to corner rooms.

POOR:

HR SAT- no ug, no special treatment/service

Buffalo- hotel is a joke. Ug are non-existent. I will say that I could put them in mediocre category due to the efforts they took to correct an unfavorable experience.

HR Grand Cypress - i always feel nickle and dimed here... Svc is not great and recognition is minimal to non-existant.

HR Tampa - no ug, no care, no concern...

Speaking with 15 consecutive years as a “Diamond Card Holder”, I really think that the HP, HH properties and perhaps Flyer Talk and the alike, have changed the “Diamond Card Holder” demographic and I’m afraid some of the shine is coming off the Diamond recognition.

I think you are absolutely right.

Which is why it's ever more important for Hyatt (and every chain, for that matter) to develop more sophisticated ways to assess and reward the members that truly add the most to the bottom line.

As the United Airlines CFO recently put it regarding top elites in their program, some members have grown "over-entitled." Don't want to focus on them. ;)

I think you are absolutely right.

Which is why it's ever more important for Hyatt (and every chain, for that matter) to develop more sophisticated ways to assess and reward the members that truly add the most to the bottom line.

..


In that case they shouldn't have expanded in HP/HH space however they and every other chain did just that (HP, aloft, homewood, HIX etc etc - how many recently opened top tier properties can you think of in US?).

The reality is that

a) the growth and competition is not in top tier properties but rather low to midrange space

b) people who stay at top tier properties are less likely to be swayed by loyalty programs - they can afford the best to begin with no matter what affiliation there is and improving recognition and benefits for that limited segment of guests across thousands of properties is not cost effective

c) for whatever reason you assume that stays at expensive properties have better profit margins and I am not convinced that's always the case; $400 rate at downtown PH where the cost of doing business is very high may be less profitable to Hyatt than $150 rate at generic HP of which they can build hundreds and franchise with minimal operating costs

Unfortunately, Hyatt didn't have the option not to expand. As I recall reading it, the settlement of the Pritzker family inheritance lawsuits required Hyatt to go public by a certain time (I heard it was in 2010) and they felt they were too small a chain to go public as they stood before those acquisitions. It's reasonable to assume that those were the best chains that were available for the desired price point at the time the deals had to be done.

So the acquisitions were done for important reasons unrelated to the loyalty program and now, presumably, loyalty program issues must be dealt with either explicitly or implicitly.

Well, this thread is getting very interesting, and it's good to see an honest reality check. I agree with Sensei about the "super upgrades," but I also feel that often these days for me, it's not about getting the executive suite, even when not using a cert, but a decent non-suite room when those rooms are available, again, especially on a one night stay. I get the feeling that rather than making sure the front desk staff or room control people know they should do this, many properties don't care, and that will hurt their bottom line. I won't stop staying at Hyatts, but maybe I won't chase diamond and if that really starts happening for a lot of folks, it will hurt the non-special Regencies, particularly those in inconvenient locations.

I have to say that I would certainly echo some of the comments here, but find that overall Diamond treatment at Hyatt properties is pretty good. It is probably fair to say that it is rarely exceptionally good and also rarely bad. You typically get consistently executed service with a smile. . . .
Either Hyatt consistently sells these premium rooms, there are lots of other Diamonds ahead of me, or Hyatt properties would rather leave these rooms empty than go beyond GP requirements.

But in terms of upgrades I don't feel much love.

It's kind of like being a airline XYZ milliion miler sitting in a coach middle seat and watching the plane take off with exits rows and seats in first empty.

Also, I find the discussion of diamond dillution fascinating. Sure, the influx of HPs, SS's, and HH's means there are more places to stay and probably more people staying at them, but does it really mean that there are significantly more folks staying 25 times or 50 nights? That was a lot of nights & stays before Hyatt went public, and it remains so today, but I can imagine it meaning a lot more platinums, not diamonds, and it still doesn't explain getting a basic room when many decent ones are left empty and available. I'm more curious about that case, where a pretty basic policy seems to be ignored by more than a handful of properties, including by some where that didn't use to be the case.

Don't forget that many Hyatts, particularly top end Park Hyatts treat return Diamonds very, very well, as opposed to simply honouring the standard Diamond benefits. As a result, single stay Diamonds can often feel unloved.

For example, at the PH MEL, where I stay the most, the GM always makes time to have a drink with me, and I have been upgraded to the premium suites a number of times. One time Diamond guests are still provided a great experience, but the reality is that many properties VIP return guests above standard Diamonds, hence the V2 status.

Sure, m0hamed, but I my guess is that your spend might be a little more than mine. I've been treated very well at the Hyatts I frequent, (usually), but that shouldn't mean I'm one of the masses when I go somewhere new or different, especially a higher-end product, for instance the NYC Andazes.

God, I miss the Stanhope, and maybe once there's a new PH in NYC, we'll have some better high end options, and, as I think about it, yes, at the Parks I've always been treated very well. But I've stayed for over 90 days in Kauai (it's one of the reasons we're active GP folks), and let's just say that my initial room offerings were no better than if I was a first-time platinum. When we had little or no status, we've stayed on points and lived with garden view and were okay with that (it was busy), but a handi room over the I Terrace when we're returning diamonds doesn't exactly scream "welcome back" either.

I spent about an extra 2K last year to remain a diamond, and maybe about 3 or 4K when it would've been easier to stay closer to the airport - LAX and Seattle for example. By my math, I could just as easily go back to platinum, pay for breakfast, and save some time and money and have exactly the same experience, and maybe stay at some better properties to boot, for example in NYC. If Hyatt can't get the day-in day out experience right and drops the ball on the properties that make us want to stay "loyal," be it because there are so many of us now, or they care about the bottom line, then the program is only a mere shadow of what it used to be.

That's the thing about room selection, though. It can't cost a property or the program anything to leave a better room (not a suite, but just a better room) emptyand put the diamond next to the elevator, so why do it?

Well, this thread is getting very interesting, and it's good to see an honest reality check. I agree with Sensei about the "super upgrades," but I also feel that often these days for me, it's not about getting the executive suite, even when not using a cert, but a decent non-suite room when those rooms are available, again, especially on a one night stay. I get the feeling that rather than making sure the front desk staff or room control people know they should do this, many properties don't care, and that will hurt their bottom line. I won't stop staying at Hyatts, but maybe I won't chase diamond and if that really starts happening for a lot of folks, it will hurt the non-special Regencies, particularly those in inconvenient locations.
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I agree... for the most part the properties I frequent I usually receive an upgrade to a suite, large corner room or a room with an outstanding view, I don't expect the same upgrade at Hyatt properties I rarely visit but don't put me near the ice machine, elevator or in a low floor, it's in my profile high floor, quite room, king bed. I spend tens of thousands of $$$ at Hyatt a year, sometimes in the 6 figures when I hold events, at least honor my profile request. BUT...I tend to value service higher than a upgraded room as I don't live in the room when I'm traveling. I also expect to be checked into a room that will not have any housekeeping or engineering issues. Is this too much to ask? This is where the Andaz Wall Street failed... so many small issues and a few large issues that were poorly addressed by management. I'm sorry I'm in a Hyatt almost weekly, not only as a Diamond Member but as a guest that directs quite a bit a money toward Hyatt as I also book rooms for my team when we travel. In general I've been happy with the service and treatment at Hyatt Hotels, I thank god the Andaz Wall Street experience is rare and not the norm.

I don't know why everyone keeps bringing up Andaz. We know they are a different beast. While we would like consistent treatment, it just doesn't happen.

Interestingly, the same is true of the Ws in the *wood chain. They are known for not upgrading Plats to suites, and not honouring benefits consistently.

Yes Hyatt should streamline all their properties to provide the same benefits across all properties, but the reality is that you should set your expectations accordingly.

In the past few years I have started to balance my leisure “loyalty” stays with staying where I really want (price permitting). This has lead me to some Four Seasons, Ritz Carltons, LHW, SLH, Relais & Châteaux and smaller boutique properties booked through Virtuoso or similar programs. On balance I have ended up with more upgrades, free breakfasts, and welcome amenities than I have with top status at any of the major chains. The only thing lacking has been free internet and that very occasional WOW!, mega suite upgrade.

... and of course, no points.