Hyatt Gold Passport - Advice needed - Hotel 'ignores' confirmed suite upgrade and says sorry but too bad...

I'd like some advice on how to handle the following situation. Actually this is for my GF who just checked in to the Hyatt Jacksonville last night...

My GF was diamond for the past 3 years, but cut back on travel last year and dropped to plat. When her last suite upgrade was about to expire last February, she booked it for a conference that she expected to attend in Jacksonville this week (6 nts). It was confirmed and emailed to her, and then she called a few weeks ago to double check and confirm it again.

Last night she flew in from SAN and arrived at the hotel around 9pm. Of course they had no record of the suite upgrade. She got the manager involved, and he told her that there was no way that they would have confirmed an upgrade for that many nts so far in advance. Additionally he said, all the suites were booked for the week, so there was nothing he could do. For some reason my GF didn't have a printout of the reservation, but she insisted that he call CS to confirm it. He refused to call saying that it wouldn't matter what they said anyway because there are no suites available to give her.

At that point she was upset so walked away to call me for advice. Since it was getting late and she had flown all day I told her to just get some sleep and handle it today when the day staff gets there. When she went back to the desk the mgr had called and discovered that she was correct and did have a confirmed upgrade, but again there was nothing that could be done because they were all booked for the week. Instead he gave her a room on the club floor and handed her a few appetizer vouchers for the bar.

...So my question from the experts here is what to advise her to do about this? This was her last upgrade and obviously she won't get it back. I'm actually pretty surprised at the hotel's nonchalant attitude, but I can only assume it is because she is no longer diamond and is paying a very low government rate. Nontheless, she did nothing wrong in the way she used the upgrade and the hotel did a major screw up and should try harder to make it better.

One last point... he did mention to her that they could move her to a suite today, but then she'd have to move out after 2 nts because it isn't available after that. When she told me this I got really pissed because it shows that there is a suite available to move into that in my view is now 'double booked' and they're telling here that the other customer that obviously booked it after she did gets precedence. I'd think the customer that had it booked first would get precedence despite the rate being paid.

Anyway, she's at her conference today and will be dealing with the 'real' manager as soon as she gets a break and I'm not sure how to advise her. A week of a lost suite is a significant value that they took from her with very little remorse and I think she deserves significant compensation if they really are going to give precedence to whoever booked all their suites after she had.

(GP Concierge, please feel free to intervene if you think this deserves your efforts)

Could you please PM the confirmation number or her name to us so we can look into this? Thank you.

It was confirmed and emailed to her, and then she called a few weeks ago to double check and confirm it again.

[I]For some reason my GF didn't have a printout of the reservation, but she insisted that he call CS to confirm it.

Since your GF is obviously a Road Warroir given the facts that you have shared in this post, and didn't bother to have the written confirmation with her, then it's her bad!!!

No matter what, even if she was ready to PAY for a suite, they can not give it to her. They are full. Maybe over booked. Maybe somebody did not leave.

A Suite Upgrade that was confirmed but not honored by the hotel due to an error/mishandling is put back in the account regardless of the expiration date and can be used at a later date.

Stuff happens. I read of other instances where confirmed suite upgrades weren't available at check-in. Seems to happen more at hotels that cater to conferences or conventions. She should get her suite upgrade put back into her account, even if it expired.

Suppose she could get the suite starting today throough the end of her stay? It would be inconvenient to move but it might be possible to pressure the hotel to give her the suite instead of the person arriving in two days. Would this be better than having the suite cert returned for later use? My own attitude would probably be that I would enjoy the suite more later, at a different property that treats me better, but YMMV.

Since your GF is obviously a Road Warroir given the facts that you have shared in this post, and didn't bother to have the written confirmation with her, then it's her bad!!!

Do you actually get a written confirmation of suite upgrade confirmations? Seems like I get little more than a "yup - its confirmed" on the phone. Occasionally, I'll see something weird with the reservation in the case where a suite is actually 2 rooms.

Not trying to excuse the hotel, but during conferences/conventions/etc, suites are often allocated to VIPs of some sort as part of the overall meeting arrangements. This is usually handled by a "group sales" department and it sounds like communications with other departments wasn't the best ... I'd be surprised if they bumped someone from a suite if it was covered by such an agreement.

That said, if I was a non-Diamond traveling by myself, club access would be more valuable than a suite upgrade. Assuming the room offered in lieu of the suite included the RC, that, the food vouchers and the return of a usable suite upgrade would seem to me to be reasonable compensation. Maybe a few points would also be fair, but I'm not sure any more "significant" comp is deserved in this case, regardless of the "value" of the rooms.

If she can provide some sort of proof (ie. a printout of the res) after the stay, I would assume either the hotel management or GP would rectify the situation. I have also stayed at that property and was taken good care of by their management team, who gave me the best room available - NOT A SUITE. Quite frankly, they do not advertise having any suites so i'm a little confused as i'm pretty sure that the best room is what they call a "Premier". These are corner rooms which are a little bigger, but still just a normal room. Regardless, you're girlfriend is blowing it a little out of proportion because i'm sure the staff would have taken care of her if they had a "suite" available. If she was so concerned, like I am on many of my trips, I shoot a followup e-mail closer to my stay to ensure what I ask for is what I am receiving. Overall, I have cut back my Hyatt travel quite a bit and have been doing business with Hilton and SPG as they tend to take much better care of me by way of elite benefits/treatment than Hyatt does. Platinum with Hyatt is worthless - I mean free internet is a lame excuse for a reward. GP needs to review their loyalty program.

I would expect some sort of compensation for each night that she's not in a suite. I would press for what they charge per night for an award, for each night she's not in a suite. I normally would not accept a suite for two nights, and then expect to move back into a normal room, either.

No matter what, even if she was ready to PAY for a suite, they can not give it to her. They are full. Maybe over booked. Maybe somebody did not leave.

so, whats your point? ... if they confirmed something and they can't honor it some alternate arrangement should be made.

I understand mistakes happen and its not the end of the world on this one but it sounds like the hotel probably messed up and should try to make it right. We can always discuss what that entails or if they have done enough already.

Now that it's the next day, I presume that OP's GF has forwarded to OP the email containing the confirmation.

OP - What exactly does that email confirmation say?

When her last suite upgrade was about to expire last February, she booked it for a conference that she expected to attend in Jacksonville this week (6 nts). It was confirmed and emailed to her, and then she called a few weeks ago to double check and confirm it again.

On the conference rate out of the conference block? I'm going to guess not upgradeable and somebody tried to bury their mistake. Or even the meeting planner took it for themselves.

On the conference rate out of the conference block? I'm going to guess not upgradeable and somebody tried to bury their mistake. Or even the meeting planner took it for themselves.

Diamond upgrades are usable on most rates, including corporate.

Diamond upgrades are usable on most rates, including corporate.

I used an upgrade on a conference rate block in March (although I was not able to confirm it until a few days before the stay - even though I booked it almost a year earlier).

I've used an upgrade cert on a conference rate with no problem. IIRC I even confirmed the upgrade early on a different rate and then when I got the conference rate, had the confirmed suite moved over to the new reservation.

Since your GF... didn't bother to have the written confirmation with her, then it's her bad!!!

It would be ridiculous to say that failure to bring a written copy of the confirmation means that they wouldn't have to honor it.

No matter what, even if she was ready to PAY for a suite, they can not give it to her. They are full. Maybe over booked. Maybe somebody did not leave.

As I said, they weren't full. If they had one she could have moved into today for 2 nts, then she should have been given it for the rest of the week.

Do you actually get a written confirmation of suite upgrade confirmations? Seems like I get little more than a "yup - its confirmed" on the phone. Occasionally, I'll see something weird with the reservation in the case where a suite is actually 2 rooms.

I don't know if she ever actually got an email or just saw it in her account, but it was confirmed when booked and then again by phone a couple of weeks ago.

Stuff happens. I read of other instances where confirmed suite upgrades weren't available at check-in. Seems to happen more at hotels that cater to conferences or conventions. She should get her suite upgrade put back into her account, even if it expired.

I agree of course that stuff happens, but when it does happen it should be the priority of the one who screwed it up to make things right in some way.

And when she called CS they offered her 6000 points saying that it is the value of a suite upgrade. They did not say that it could be put back in her account.

I would expect some sort of compensation for each night that she's not in a suite. I would press for what they charge per night for an award, for each night she's not in a suite. I normally would not accept a suite for two nights, and then expect to move back into a normal room, either.

I agree, but that was not at all what they gave her. Club access and two appetizer certificates is something, but in my opinion not anywhere near the value of a suite. And the 6000 points that GP offered her for the loss of the upgrade was pretty dismal.

Regardless, you're girlfriend is blowing it a little out of proportion because i'm sure the staff would have taken care of her if they had a "suite" available. If she was so concerned, like I am on many of my trips, I shoot a followup e-mail closer to my stay to ensure what I ask for is what I am receiving.

Maybe you should re-read the OP's post: "When her last suite upgrade was about to expire last February, she booked it for a conference that she expected to attend in Jacksonville this week (6 nts). It was confirmed and emailed to her, and then she called a few weeks ago to double check and confirm it again." OP's GF did nothing wrong that I can see.

Now that it's the next day, I presume that OP's GF has forwarded to OP the email containing the confirmation.

OP - What exactly does that email confirmation say?

No, I didn't ask for her to email me anything because there is no dispute about the fact that she had the upgrade confirmed. Even the hotel now admits as much, but they don't seem to really care.

So an update as of this evening (I've been in a meeting all day and just talked to the GF):

GF talked to the day manager this afternoon who did nothing to rectify things. In fact, she (the manager) told my GF that GP allowing the upgrade to be booked was a mistake in the first place because it had expired in February and should NOT have been booked into the future. GF told her that was not correct, but the manager ignored her. (Just speculation, but maybe she was the one who had canceled it if she had seen it and decided that it shouldn't have been booked with an expired cert?)

Anyway, bottom line is that the GF has given up as its not worth fighting on and on. I have sent the info to GP Concierge and hopefully he'll find out what happened and correct the hotel on how they handle such things.

When she went back to the desk the mgr had called and discovered that she was correct and did have a confirmed upgrade, but again there was nothing that could be done because they were all booked for the week.

Why is everyone giving the OP grief about not having a print-out? That's ridiculous. And besides, he says that the mgr confirmed she was RIGHT. So drop that line of argument.

Clearly, compensation is in order, and I expect that the Hyatt FT rep has already taken care of it.

Why is everyone giving the OP grief about not having a print-out? That's ridiculous. And besides, he says that the mgr confirmed she was RIGHT. So drop that line of argument.

Clearly, compensation is in order, and I expect that the Hyatt FT rep has already taken care of it.

I agree. It seems (from the one of the story we are getting) that the hotel is handling this poorly.

This is poor customer service and bad form on the hotel's behalf. Compensation in the form of at least the number of points required for a free night x the # of nights is due. The hotel is obviously selecting to kick out confirmed suite upgrade certs (which aren't nearly as lucratively reimbursed) in favor of rewarding travel planners.

Is this the Hyatt Regency Jacksonville Waterfront? I will be going there later this year for 5-7 nights, and was going to book at this hotel. Instead, I will book elsewhere, if this is how the hotel treats Hyatt's most loyal customers.

I've used an upgrade cert on a conference rate with no problem. IIRC I even confirmed the upgrade early on a different rate and then when I got the conference rate, had the confirmed suite moved over to the new reservation.

and was told that I cannot use suite upgrade unless I pay for myself, tried to do it twice. If the block of rooms is booked generals are getting suites the rests go to regular rooms and if they happen to be Diamonds they will get RC access.

This is poor customer service and bad form on the hotel's behalf. Compensation in the form of at least the number of points required for a free night x the # of nights is due. The hotel is obviously selecting to kick out confirmed suite upgrade certs (which aren't nearly as lucratively reimbursed) in favor of rewarding travel planners.

Is this the Hyatt Regency Jacksonville Waterfront? I will be going there later this year for 5-7 nights, and was going to book at this hotel. Instead, I will book elsewhere, if this is how the hotel treats Hyatt's most loyal customers.

There is an old Polish proverb that the point of view of horse and the horseman is quite different although both are looking the same way. I was in this hotel and liked it very much. If you want assurances do like all seasoned travels do, send an email, get a reply, has it with you. Never failed to work for me. Just saying

and was told that I cannot use suite upgrade unless I pay for myself, tried to do it twice. If the block of rooms is booked generals are getting suites the rests go to regular rooms and if they happen to be Diamonds they will get RC access.
No, it was a conference group rate that I paid myself, not a master bill or room paid by the conference. It's the sort of booking that does give Hyatt points, nights and stay credits anyway.

I agree of course that stuff happens, but when it does happen it should be the priority of the one who screwed it up to make things right in some way.

And when she called CS they offered her 6000 points saying that it is the value of a suite upgrade. They did not say that it could be put back in her account.

If we're talking Compensation instead of putting the Suite Upgrade back into her account for use at a later date it should be 6,000 points x 6 nights which is 36,000 points.

If we're talking Compensation instead of putting the Suite Upgrade back into her account for use at a later date it should be 6,000 points x 6 nights which is 36,000 points.
I still don't understand how a suite upgrade cert was able to be used for six nights, but if everything was properly confirmed, then the OP's girlfriend should get some compensation in addition to the return of the cert with a reasonable expiration date. To say it's only worth 6,000 points is disingenuous as that's the difference in points for one night, so I would use 30,000 (five nights max for a cert) as the benchmark if points are given in lieu of returning the cert, but there should be some compensation beyond this for the inconvenience, confusion, and general failure to honor a confirmed upgrade.

I still don't understand how a suite upgrade cert was able to be used for six nights

What don’t you understand? Diamond suite upgrades are “valid on paid nights, for a maximum of 7 consecutive nights” per the GP terms (http://http://www.hyatt.com/gp/en/benefits/membership_diamond.jsp). This is a flagship benefit of Diamond status.

Considering that she is not a Diamond anymore and received a free upgrade to the club floor anyhow ( should have a value of $ 300-400 ), I believe that 6k points is a great offer. As pointed out before, it puts the value of a suite upgrade ( albeit with different requirements ) back in her account.

Well done, Hyatt GPP

What don’t you understand? Diamond suite upgrades are “valid on paid nights, for a maximum of 7 consecutive nights” per the GP terms (http://http://www.hyatt.com/gp/en/benefits/membership_diamond.jsp). This is a flagship benefit of Diamond status.
IIRC, they're valid for up to five nights, no? Also, wasn't this the hotel manager's initial reaction?

IIRC, they're valid for up to five nights, no? Also, wasn't this the hotel manager's initial reaction?

There is a difference between using points for upgrade for up to 4 nights at rack rates and Diamond suite upgrades for up to 7 nights and no rack rate requirement.

+1 on having gotten 6000 HGP points for an unavailable suite upgrade (stay after expiration, but applied prior). My surprise was being put in the "last" suite available, but also painfully loud (close) to major renovations underway. My reservation was made 5 months out. Since it was only 2 nights and I was getting no traction, I just took the points and scratched the hotel off my list (have not returned). I always thought this board should have a "FAILED suite upgrade experiences" thread for cases like these.

And sorry HGP, 6000 points is NOT the same as getting a confirmed diamond suite upgrade for 7 nights (on any points earnable paid rate).

Somewhat surprised that GP Concierge has not yet responded here.

In any case, I have always wondered why most of the time there cannot be any printed confirmation of the suite upgrades. My experience is that the upgrades are often only "in the system" and you have to trust them to get it right. How can one get a printed confirmation?

Somewhat surprised that GP Concierge has not yet responded here.

Did you miss post #2?

Well since the Confirmed Diamond Suite Upgrade is for up to 7 nights while the points based suite upgrade for 6000 points is for up to 4 nights and this reservation was for 6 nights, I'd say the appropriate point compensation is 12,000 points.

Of course this ignores the fact that the Confirmed Cert is basically for any eligible paid rate while the points based upgrade is for Hyatt Daily rate and higher (for resorts) only. Since this is hard to quantify, I'd say that the Club access and appetizer coupons suffice for this discrepancy.

I do agree that the property has handled this situation quite poorly.

Well since the Confirmed Diamond Suite Upgrade is for up to 7 nights while the points based suite upgrade for 6000 points is for up to 4 nights and this reservation was for 6 nights, I'd say the appropriate point compensation is 12,000 points.

Of course this ignores the fact that the Confirmed Cert is basically for any eligible paid rate while the points based upgrade is for Hyatt Daily rate and higher (for resorts) only. Since this is hard to quantify, I'd say that the Club access and appetizer coupons suffice for this discrepancy.

I do agree that the property has handled this situation quite poorly.

It would help if we knew the position of the so-called Managers.
Was it the Front Office (Reception) Manager or one of the Assistant Front Office Managers?
"....She got the manager involved, and he told her that there was no way that they would have confirmed an upgrade for that many nts so far in advance." "....she insisted that he call CS to confirm it. He refused to call...."

Next day the day manager: "....she (the manager) told my GF that GP allowing the upgrade to be booked was a mistake in the first place because it had expired in February and should NOT have been booked into the future."

In any event this should have been handled by the Rooms Manager and the points compensation should have been given to her by the hotel.
The fact that she received Club Access should Not count as compensation unless she accepted it as such.
She should receive a minimum of 6,000 Points for each night especially when considering how poorly this was handled by the "managers" referred above.

There is an old Polish proverb that the point of view of horse and the horseman is quite different although both are looking the same way. I was in this hotel and liked it very much. If you want assurances do like all seasoned travels do, send an email, get a reply, has it with you. Never failed to work for me. Just saying

I've also stayed here and was treated very well which is why this surprised me more than expected. I guess that's the diamond difference.

And I'm not sure what you mean by your last sentence unless you're saying that confirming by email is better than by phone.

Well since the Confirmed Diamond Suite Upgrade is for up to 7 nights while the points based suite upgrade for 6000 points is for up to 4 nights and this reservation was for 6 nights, I'd say the appropriate point compensation is 12,000 points.

Of course this ignores the fact that the Confirmed Cert is basically for any eligible paid rate while the points based upgrade is for Hyatt Daily rate and higher (for resorts) only. Since this is hard to quantify, I'd say that the Club access and appetizer coupons suffice for this discrepancy.

I do agree that the property has handled this situation quite poorly.

I get your calculation, but to be honest I, and she, are the type that have very rarely if ever paid what would be considered an eligible rate for applying one of those 6000pt upgrades. I think I actually tried once but my rate was of course not eligible. So to me the difference between the diamond upgrade and the 6000pt upgrade is that one is usually easy for me to use while the other is never able to be used and so quite worthless.

I get your calculation, but to be honest I, and she, are the type that have very rarely if ever paid what would be considered an eligible rate for applying one of those 6000pt upgrades. I think I actually tried once but my rate was of course not eligible. So to me the difference between the diamond upgrade and the 6000pt upgrade is that one is usually easy for me to use while the other is never able to be used and so quite worthless.

I don't either.

I'm just trying to use some logic for compensation points.

Another option would be the difference between redemption cost between a regular room and a suite. Since this property is a category 2 - regular room is 8,000 points per night while a suite is 12,000 points per night (difference of 4,000 points per night). For 6 nights, the total difference would be 24,000 points which is 3 nights in a regular room. IMO, 30,000 point compensation is way too much.

I don't either.

I'm just trying to use some logic for compensation points.

Another option would be the difference between redemption cost between a regular room and a suite. Since this property is a category 2 - regular room is 8,000 points per night while a suite is 12,000 points per night (difference of 4,000 points per night). For 6 nights, the total difference would be 24,000 points which is 3 nights in a regular room. IMO, 30,000 point compensation is way too much.

I'd actually disagree... 24k points (difference between a points booked standard and suite) would make perfect sense in this case where the hotel disregarded a reservation...

If you'd have shown up and your (paid) confirmed suite was gone, wouldn't you expect to be reimbursed the difference between the paid and the standard room rate?

I'd actually disagree... 24k points (difference between a points booked standard and suite) would make perfect sense in this case where the hotel disregarded a reservation...

If you'd have shown up and your (paid) confirmed suite was gone, wouldn't you expect to be reimbursed the difference between the paid and the standard room rate?

Yes. I said that 24,000 points could be justified - the 30,000 points mentioned earlier is a bit excessive to demand.

I've also stayed here and was treated very well which is why this surprised me more than expected. I guess that's the diamond difference.

And I'm not sure what you mean by your last sentence unless you're saying that confirming by email is better than by phone.

That is exactly what I mean, I do not do phones (he said she said, and in my case in broken English) I do emails and next have all those emails as screen captures on my iphone( so I do not need internet) ready to show if needed. I needed it few times. What this does it clarifies the air from the start. What I mean is that the hotel stuff will have clear directions based on the email signed by their very own Front Desk Manager what to do. No need for second guessing, or being creative. It keeps my stay at the Registration desk (usually after long flight and airport commute) to manageable (by me) minimum.

Now, was I that smart (or paranoid) from the start? No, I learned after expected stay in the suite in PH Paris changed to stay in regular room. Was it bad? did I suffer? No, of course no, but I was keep telling my Wife for 2 months before the trip how fantastic our suite is going to be, and how big...it was the ego problem, not a room problem, but the feeling stayed with me (3 years and still fresh). Sorry for the long one.

Yes. I said that 24,000 points could be justified - the 30,000 points mentioned earlier is a bit excessive to demand.

Sorry, missed the 30k points comment. Agree 100% 30k is excessive...

Thank you, srodr, for bringing this to our attention. After speaking with the Management at the hotel, they have accommodated the guest with access to the Regency Club floor, an upgrade to a better room-type, and Hyatt Gold Passport points. In lieu of this, we have also offered Gold Passport points as compensation. Please take note, this was a one-time occurrence of miscommunication between the hotel and Hyatt Gold Passport. We appreciate having the opportunity to assist all of our valued Hyatt Gold Passport members on Flyertalk.

Sincerely,

Nick B.

Thank you, srodr, for bringing this to our attention. After speaking with the Management at the hotel, they have accommodated the guest with access to the Regency Club floor, an upgrade to a better room-type, and Hyatt Gold Passport points. In lieu of this, we have also offered Gold Passport points as compensation. Please take note, this was a one-time occurrence of miscommunication between the hotel and Hyatt Gold Passport. We appreciate having the opportunity to assist all of our valued Hyatt Gold Passport members on Flyertalk.

Sincerely,

Nick B.

These so called miscommunications happen all to often on these upgrades.

There has to be a better way to make sure these upgrades are setup right and honored at check-in.

That is exactly what I mean, I do not do phones (he said she said, and in my case in broken English) I do emails and next have all those emails as screen captures on my iphone( so I do not need internet) ready to show if needed. I needed it few times. What this does it clarifies the air from the start. What I mean is that the hotel stuff will have clear directions based on the email signed by their very own Front Desk Manager what to do. No need for second guessing, or being creative. It keeps my stay at the Registration desk (usually after long flight and airport commute) to manageable (by me) minimum.

Now, was I that smart (or paranoid) from the start? No, I learned after expected stay in the suite in PH Paris changed to stay in regular room. Was it bad? did I suffer? No, of course no, but I was keep telling my Wife for 2 months before the trip how fantastic our suite is going to be, and how big...it was the ego problem, not a room problem, but the feeling stayed with me (3 years and still fresh). Sorry for the long one.

Thats not the point. The hotel agreed that she was booked in a suite.

Also, what do you print? I never see suite when i use a suite upgrade.

Also, this is one of the worse Regency's!!

Service, rooms, etc. BAD!

They HP near the airport is outstanding! Great great service! Nice clean corner rooms for Diamonds! A wonderful place! I will never stay at the Regency ever again. This proves my point. I stayed here before my diamond days and will not re visit!

Do you actually get a written confirmation of suite upgrade confirmations?


YES! every single time without exception!!! I've had enough bad stuff happened to me over the years as well as "blowup" to learn my lesson. It doesn't seem to happen that much these days, but in the past I can't tell you the number of times I've heard...

"No, we have no record of that"
"Sorry but we can't find it"
"We never received that e-mail"
"I think you may be mistaken Sir"

Now when I hear one of the above excuses, I calmly pull out the written confirmation which I always carry with me in simply say...

"Really? Hmmmm, that's not what it says right here"!!! And hand written the written confirmation. I have never not received the benefit, upgrade, enhance something or other, when they see it in writing.

Please allow me to quote Teddy Roosevelt once said "You'll never have trouble if you're prepared for" (-;

Or is an old professor of mine at NYU like to say, "Children are victims adults are volunteers".

YES! every single time without exception!!! I've had enough bad stuff happened to me over the years as well as "blowup" to learn my lesson. It doesn't seem to happen that much these days, but in the past I can't tell you the number of times I've heard...

"No, we have no record of that"
"Sorry but we can't find it"
"We never received that e-mail"
"I think you may be mistaken Sir"

Now when I hear one of the above excuses, I calmly pull out the written confirmation which I always carry with me in simply say...

"Really? Hmmmm, that's not what it says right here"!!! And hand written the written confirmation. I have never not received the benefit, upgrade, enhance something or other, when they see it in writing.

Please allow me to quote Teddy Roosevelt once said "You'll never have trouble if you're prepared for" (-;

Or is an old professor of mine at NYU like to say, "Children are victims adults are volunteers".

I think the question is what do you print? I have never seen suite on an upgrade email, or reservation. Just wondering cause I never see anythin in print. I always call the hotel after a suite upgrade is applied.

I've always seen comments on my confirmation that a suite upgrade has been confirmed. If there are no comments I call back and ask them to add them which is rare.

I think the question is what do you print? I have never seen suite on an upgrade email, or reservation. Just wondering cause I never see anythin in print. I always call the hotel after a suite upgrade is applied.

I think the question is what do you print? I have never seen suite on an upgrade email, or reservation. Just wondering cause I never see anythin in print. I always call the hotel after a suite upgrade is applied.

I politely asked the manager front desk person reservations person etc. the please e-mail me your copy of the confirmation or something from them stating that it's been put through. If I have received an e-mail from them within about 24 hours then I always follow.

This seems to work every time...

As I often times will tell my wife "Sweetheart I'm not perfect, just paranoid"

I've always seen comments on my confirmation that a suite upgrade has been confirmed. If there are no comments I call back and ask them to add them which is rare.

Thanks I always wondered. I've only beed Diamond for 2 years and have used 4 suite upgrades and never saw any notes. I'll make sure they add dome next time.

This is typically the confirmation info I receive from Hyatt when I book using the Diamond Suite Upgrade.

ROOM(S) BOOKED: ANDAZ LARGE SUITE
ROOM DESCRIPTION: Lrg Andaz suite, Separate Sitting area: Oversize walk in shower desk:3 54" Flat screen TV, :Nonalcoholic Minibar/snacks:
NIGHTLY RATE PER ROOM:
August 17, 18, 19 - 479.00 US DOLLARS
RATE INFORMATION: Regularly published room rates.
TYPE OF RATE: ANDAZ DAILY RATE
CANCELLATION POLICY: CANCEL BY 3PM CST 24 HOURS PRIOR TO ARRIVAL
Additional Information: SUITE UPGRADE CONFIRMED



Thanks I always wondered. I've only beed Diamond for 2 years and have used 4 suite upgrades and never saw any notes. I'll make sure they add dome next time.

Thank you, srodr, for bringing this to our attention. After speaking with the Management at the hotel, they have accommodated the guest with access to the Regency Club floor, an upgrade to a better room-type, and Hyatt Gold Passport points. In lieu of this, we have also offered Gold Passport points as compensation. Please take note, this was a one-time occurrence of miscommunication between the hotel and Hyatt Gold Passport. We appreciate having the opportunity to assist all of our valued Hyatt Gold Passport members on Flyertalk.

Sincerely,

Nick B.

Back in 1997/98 I started my road warrior days. The first hotel chain I used exclusively was Hyatt after a long stay at a renaissance property one summer. I remember clearly the promo they had "stay x times, get up to y nights free", and I quickly collected those promos and enough points for some free stays. The first free stay I redeemed put me literallly into a broom closet at the NY Hyatt hotel. I found that an insult to my loyalty. I had a couple more weird experiences and decided to drop Hyatt after my honeymoon in Bali. I switched back to Marriott and the following nearly 2000 nights are history.... I didn't even use my free Grand Hyatt Centurion night I received last year, such was the bad Hyatt impression from nearly 15 years ago. Just saying that consistent and high quality customer service can indeed make a big difference. At this point, the only thing that MIGHT make me want to try Hyatt again is a significant set (15-20 nights) of free stays to see if the overall experience is more consistent and improved. Even then it's hard to beat lifetime plat status at Marriott. And I could have easily achieved top tier status in other programmes over tha past the years but chose to keep loyal to Marriott.

The OP's GF should consider herself lucky if she ended up in a Riverview Club Level room... They are much nicer than the parlor suites on the interior corners of that building. Trust me. I opened that hotel under the previous owner and have stayed in nearly every room type there.

Crazyhotelguy is 100 percent correct. Avoid the parlor suites which are larger, but have no view, are stuffy/moldy, and unlike other rooms, do not have sliding doors that open and allow fresh air. The club level rooms on 17th floor are the same size as other rooms, but are a little nicer and are the only rooms with flat screen TVs. The corner rooms facing river are the best. While the Hyatt Place at the airport may be much newer, you have a 10-mile commute to city center and are stuck in a typical HP without a restaurant, bar, or other amenities, but the usual noisy air-conditioner unit by the bed. If the O/P has a river-view room on club level , she should thank the front desk for making a mistake.

Regarding "proof"- I think its new this year, check your email. Details are in the followup emailed confirmations now, and it does looks like a manual entry:

Additional Information: DIAMOND SUITE UPGRADE CONFIRMED PER EMILY/FD

I moved my 2011 and 2012 earned upgrades around a bit this year, so in total I think I got about 9 of 10 of my upgrades immediately followed up with an email with something like these words (its below the room details section). All my upgrades made by calling in to the diamond line and they often offered to "resend" the confirmation email without me asking. Other times I got it without me asking or being offered. One time nada.

The OP's GF should consider herself lucky if she ended up in a Riverview Club Level room... They are much nicer than the parlor suites on the interior corners of that building.

Actually she got a club level room, but not facing the river.

Thank you, srodr, for bringing this to our attention. After speaking with the Management at the hotel, they have accommodated the guest with access to the Regency Club floor, an upgrade to a better room-type, and Hyatt Gold Passport points. In lieu of this, we have also offered Gold Passport points as compensation. Please take note, this was a one-time occurrence of miscommunication between the hotel and Hyatt Gold Passport. We appreciate having the opportunity to assist all of our valued Hyatt Gold Passport members on Flyertalk.

Sincerely,

Nick B.


Thank you Nick for helping out as always. The points compensation that you arranged was satisfactory and I think very appropriate (and right on track with peteropny's calculations). You are an invaluable asset to us here on this forum.

Thank you Nick for helping out as always. The points compensation that you arranged was satisfactory and I think very appropriate (and right on track with peteropny's calculations). You are an invaluable asset to us here on this forum.

I have to say Gold Passport on this board is great! They give me reason alone to stay with Hyatt!

I have to say Gold Passport on this board is great! They give me reason alone to stay with Hyatt!

I agree.

Nick helped me out with something over the last couple of days. My work schedule changed and I was able to book another 10 nights with Hyatt!

TW

The first free stay I redeemed put me literallly into a broom closet at the NY Hyatt hotel.

Literally? They made you sleep in an actual broom closet?

http://www.zieak.com/wp-content/uploads/2007/03/broom_closet_before.jpg

That would put me off on the Hyatt Brand as well.

Literally? They made you sleep in an actual broom closet?

http://www.zieak.com/wp-content/uploads/2007/03/broom_closet_before.jpg

That would put me off on the Hyatt Brand as well.

THAT is a Japanese broom closet!

Literally it wasn't far off though... I have had small rooms, but this one still takes the cake!

Thank you, srodr, for bringing this to our attention. After speaking with the Management at the hotel, they have accommodated the guest with access to the Regency Club floor, an upgrade to a better room-type, and Hyatt Gold Passport points. In lieu of this, we have also offered Gold Passport points as compensation. Please take note, this was a one-time occurrence of miscommunication between the hotel and Hyatt Gold Passport. We appreciate having the opportunity to assist all of our valued Hyatt Gold Passport members on Flyertalk.

Sincerely,

Nick B.

This is good customer service. ^