Hyatt Gold Passport - Two Different Hyatt Place Issues- Opinions please!!

1. Hyatt Place New Orleans-
Had a room booked (on points) - was reserved as two double beds
(even though my profile is a default king- does that matter??).

I checked in very late and the hotel was sold-out. All they had left was
a king accessible. I had a friend meeting me in the morning and I wanted
two beds so they could nap before we left for the day.

The check in person was nice but was clueless about bed type guarantee,
etc. Should I contact the hotel manager or GP directly about the 2500
points??

Also, there was a convention going on (youth Christian conference) and
the hotel was packed with teenagers. I just wanted to say that they
were the RUDEST bunch of brats I have ever encountered. Playing
with the elevators. Stepping into the elevator before I could exit with my
bags. Making snide comments! Not very Christian of them!! :(

2. Hyatt Place Atlanta/Downtown-

They offer a free local shuttle service- says so on website and I confirmed
verbally as well. So when I need it, to be picked up from the train station
2 miles away, they say sorry, not available today. Should I expect
the hotel to reimburse for my $15 cab ride? Is that proper to ask?

I would certainly inquire about the bed type guarantee. You booked a room with double beds and I've always understood the room type you book takes precedence over your preferences profile.

I don't think I would ask for the $15 back but looking for some form of compensation is fair, in my opinion. You were relying on service that the hotel was supposed to provide and they failed. Did you even get a reason as to why the shuttle was not in service that day?

1. Hyatt Place New Orleans-
Had a room booked (on points) - was reserved as two double beds
(even though my profile is a default king- does that matter??).

I checked in very late and the hotel was sold-out. All they had left was
a king accessible. I had a friend meeting me in the morning and I wanted
two beds so they could nap before we left for the day.

The check in person was nice but was clueless about bed type guarantee,
etc. Should I contact the hotel manager or GP directly about the 2500
points??

Also, there was a convention going on (youth Christian conference) and
the hotel was packed with teenagers. I just wanted to say that they
were the RUDEST bunch of brats I have ever encountered. Playing
with the elevators. Stepping into the elevator before I could exit with my
bags. Making snide comments! Not very Christian of them!! :(


2. Hyatt Place Atlanta/Downtown-

They offer a free local shuttle service- says so on website and I confirmed
verbally as well. So when I need it, to be picked up from the train station
2 miles away, they say sorry, not available today. Should I expect
the hotel to reimburse for my $15 cab ride? Is that proper to ask?

1). Re your bed type~ Taken directly from the T&c's....

...If a member believes that compensation is due with respect to the bed type guarantee, he/she must request payment of the compensation while still a guest at the hotel, prior to checking out. Failure to request such payment prior to checkout will result in a complete waiver of any right to receive such compensation. ...

2) Re the shuttle ~. IMO, this happens more often than it should....but no real recourse. I have learned to call ahead to be certain the thing will be running on the day and time I need it...

1. Hyatt Place New Orleans-
Had a room booked (on points) - was reserved as two double beds
(even though my profile is a default king- does that matter??).

I checked in very late and the hotel was sold-out. All they had left was
a king accessible. I had a friend meeting me in the morning and I wanted
two beds so they could nap before we left for the day.

The check in person was nice but was clueless about bed type guarantee,
etc. Should I contact the hotel manager or GP directly about the 2500
points??

Also, there was a convention going on (youth Christian conference) and
the hotel was packed with teenagers. I just wanted to say that they
were the RUDEST bunch of brats I have ever encountered. Playing
with the elevators. Stepping into the elevator before I could exit with my
bags. Making snide comments! Not very Christian of them!! :(

2. Hyatt Place Atlanta/Downtown-

They offer a free local shuttle service- says so on website and I confirmed
verbally as well. So when I need it, to be picked up from the train station
2 miles away, they say sorry, not available today. Should I expect
the hotel to reimburse for my $15 cab ride? Is that proper to ask?

Greetings,
Although I would like to be a big fan of Hyatt Place
I too have walked in your shoes especially in Downtown Atlanta and been insulted by the sometimes awful business behavior of this brand
with wild quality swings from very good to downright awful.
However I am not here to bash the brand other than to say it’s in dire need of something
to motivate inexperienced HP hotels lacking procedures to take action on all fronts to make for a better guest experience more consistently.

Hyatt Place needs a 100% guest assurance guarantee that Hilton has with the Hampton Brand.
First let me say the bed guarantee policy has little to do with Hyatt Place and everything to do with Gold Passport
You are as an elite member entitled to receive 2500 bonus points (For Limited Service) when the booking for the bed type for the room originally reserved on an eligible rate plan is not honored.Plain and simple

If you booked two beds and didn’t receive it by all means evoke the guest assurance program policy by either calling the hotel or Hyatt Consumer Affairs.
And while you are at it you may wish to describe the rest of your experience to the good folks in Omaha
There is no reason to ever tolerate bad guest behavior from groups in any excessive amounts during ones stay.
From what you describe it sound like a failed stay for the most part.
Good luck and let us kow how you make out
Cheers

Again... You are only guaranteed to collect the 2500 points if you report the issue while you are a guest at the hotel. If you have checked out, you have technically waived your right. Will a hotel be gracious enough to honor it? Possibly....but they are under no mandate to do so.

Again... You are only guaranteed to collect the 2500 points if you report the issue while you are a guest at the hotel. If you have checked out, you have technically waived your right. Will a hotel be gracious enough to honor it? Possibly....but they are under no mandate to do so.
I would disagree with this assessment completely with all due respect.
Sure a guest should give the hotel the opportunity to make things right in house before evoking the policy guarantee at anytime.
Hyatt Place after a half decade in business still does knows what a welcome amenity is in some locations with revolving front desk agents and training issues.
Some properties struggle to manage guest service and or brand & program standards consistently.
I have never had a single issue unresolved with the bed policy by calling Hyatt Consumer Affairs on the occasion it has happened
After thinking about it further I wouldn't even bother to call the hotel at all and suggest the OP take his case/situation directly to Hyatt Consumer Affairs

agree, call hyatt customer affair, and tell them like it is/was

1. Hyatt Place New Orleans-
Had a room booked (on points) - was reserved as two double beds
(even though my profile is a default king- does that matter??).

I checked in very late and the hotel was sold-out. All they had left was
a king accessible.

The check in person was nice but was clueless about bed type guarantee,
etc.

There is a well-reported glitch in the Hyatt reservation system that the profile bed type overwrites the specific reserved type at some point between the confirmation and arrival. If its really important to you, then you have to watch the reservation does not mutate over time.

I've even had them manually remove bed type out of my profile and it still overwrites. Not saying you should have to bother, but if its important. . .

So the first point is are you sure what was on the reservation day of arrival, not at time of confirmation?

Second point is very late arrival presents problems. Did you call somewhere during the evening to say you still wanted it? Not saying you should have to, but . . .

Finally, why not ask GP about the bed points, especially if you nailed all the caveats? You tried at the hotel and were rebuffed. (Maybe a reason to complain to GP in and of itself). What are they going to do but turn you down, especially if you can produce a copy of the reservation as documentation?

Oh and the youth group. I'm sure frustrating, but near-total occupancy conventions of all sorts and ages (and even religious preferences) ruin hotel stays. Its not a special occurrence unique to you. The worst I experienced was religious but not Christian, older, large, rich and managed to take over a Grand Hyatt to the point they called in extra security and management just to police the Grand Club and public areas. We've all had at least one and it might be a reason to move down the street.

2. Hyatt Place Atlanta/Downtown-
They offer a free local shuttle service- says so on website and I confirmed
verbally as well. So when I need it, to be picked up from the train station
2 miles away, they say sorry, not available today. Should I expect
the hotel to reimburse for my $15 cab ride? Is that proper to ask?

Too late if you are gone, but what else did they say? Many to most, and not limited to Hyatts, the shuttle service is primarily for the airport or trips that can be fit in around the airport shuttle schedule, with very nearby dining drops wedged in between. Was there further explanation, or just that it was not available right when you called? Not saying they should not pick you up at the depot, but . . .

I would disagree with this assessment completely with all due respect.
Sure a guest should give the hotel the opportunity to make things right in house before evoking the policy guarantee at anytime.
Hyatt Place after a half decade in business still does knows what a welcome amenity is in some locations with revolving front desk agents and training issues.
Some properties struggle to manage guest service and or brand & program standards consistently.
I have never had a single issue unresolved with the bed policy by calling Hyatt Consumer Affairs on the occasion it has happened
After thinking about it further I wouldn't even bother to call the hotel at all and suggest the OP take his case/situation directly to Hyatt Consumer Affairs

777global hound, it is not my assessment. It is copied directly off the T&C's. I do not disagree that Hyatt Consumer Affairs will not assist, but I also think we (all) need to know and understand the T&C's of the program and at least make some effort to follow them. If we are not willing to follow any type of policies ourselves, why should our expectations be that all hotels do so without exception?

Sorry, think this is the (first time) you and I will have to agree to disagree.;)

Many to most, and not limited to Hyatts, the shuttle service is primarily for the airport or trips that can be fit in around the airport shuttle schedule, with very nearby dining drops wedged in between. Was there further explanation, or just that it was not available right when you called? Not saying they should not pick you up at the depot, but . . .

Thanks for bringing up this part of the OPs questions but once again with all due respect I have to disagree here on the general comments above especially as the OP is in a hotel nowhere near an airport that a hotel will typically offer a complimentary shuttle to and from.

Local shuttle service is just what it says it’s an expected service as a good will gesture that the hotel is offering that is usually within a few miles.
Typically that time frame is what the hotel specifies only and usually not available to airports unless located nearby or considered an airport shuttle service as well.

Here the key words are subject to availability.
Some hotels will let you reserve a time to be picked up some do not. It’s really a gray area depending on how many drivers shuttles and so forth.
IMO if it’s an airport shuttle I absolutely expect pick up within the specified times and in a reasonable time frame (no more than 30 minutes and preferbably less) that the hotel makes publically available.
If it’s a local shuttle and they are making no promises to be picked up at a specified agreed in advance time I don’t believe compensation is due
The hotel and or Hyatt may see it differently and due some gesture none the less but I certainly wouldn't count on it
My two cents:)

777global hound, it is not my assessment. It is copied directly off the T&C's. I do not disagree that Hyatt Consumer Affairs will not assist, but I also think we (all) need to know and understand the T&C's of the program and at least make some effort to follow them. If we are not willing to follow any type of policies ourselves, why should our expectations be that all hotels do so without exception?

Sorry, think this is the (first time) you and I will have to agree to disagree.;)
No worries and I thank you for actually bringing the rule up it’s an interesting point of reference. I commend you for it ^
While I fully agree that the written rule exists it’s not practical or reasonably possible to apply and serves to confuse the GP membership base.
It’s beyond silly on Hyatt’s part IMHO

There are so many examples I could give as to why written policies are just guidelines in many cases written by lawyers and hardly or rarely enforceable.
And since inception of this great Gold Passport benefit for bed guarantees which serves many purposes I can’t actually think of a single case where the written terms actually applied.
So I personally consider it null and void and confusing to Hyatt’s customers. Sure it gives Hyatt the right to possibly say no but they retain that right anyway to a large degree even without the terms.
Arent' these the same lawyers who coined an original name Hyatt came up with some years ago like Phantom Stays in their terms and conditions? :D
Look at what we sometimes learn from Hyatt :cool:

At the end of the day what’s most important here so we as Hyatt Ambassadors don’t confuse our fellow travelers
That they know Hyatt Gold Passport is there to stand by these situations and make them right most of the time.
Regardless of the confusing legalese which can frequently mean next to nothing

Off topic
I am working on a problem now helping a guest at a Hilton hotel with a different situation and though the hotel is acting with stupidity the hotel broke contract agreement. The rules are out the window. The guest is in the power seat not the hotel and I am helping them understand the rules don’t matter anymore they are essentially free spirits to stay booked there or walk away and go elsewhere.

Each and every time we book a reservation and have a legal agreement on both sides to have something the cost of the room refundable or not, working AC/hot water there delivered as reasonably promised. We should have an expectation for that hotel reasonably to provide the advertised product and features as promised.
It doesn't fully matter what corporate puts out there in writing. It’s about reasonably living up to the agreement within reasonable expectation

One doesn't have to pay for it under consumer laws as its good and services not delivered as promised.
Sure there is a dispute process but typically if presented properly the customer will prevail.
The bed type is more of a gray area but could be a part of that dispute if it has been reserved and confirmed as such.
Each event in reality has to be looked at on a case by case basis.

Thankfully at Hyatt they frequently do the right thing shortly or long after after check out.
I’ve actually observed an improvement in Hyatt Consumer Affairs cases more recently I don’t know if it’s a trend or a short term thing
I do appreciate your service to our forum and Hyatt’s guests SophieGirl
Cheers
The disagree & agree dept ;)

1. Hyatt Place New Orleans-
Had a room booked (on points) - was reserved as two double beds
(even though my profile is a default king- does that matter??).

I checked in very late and the hotel was sold-out. All they had left was
a king accessible. I had a friend meeting me in the morning and I wanted
two beds so they could nap before we left for the day.

The check in person was nice but was clueless about bed type guarantee,
etc. Should I contact the hotel manager or GP directly about the 2500
points??

Also, there was a convention going on (youth Christian conference) and
the hotel was packed with teenagers. I just wanted to say that they
were the RUDEST bunch of brats I have ever encountered. Playing
with the elevators. Stepping into the elevator before I could exit with my
bags. Making snide comments! Not very Christian of them!! :(

2. Hyatt Place Atlanta/Downtown-

They offer a free local shuttle service- says so on website and I confirmed
verbally as well. So when I need it, to be picked up from the train station
2 miles away, they say sorry, not available today. Should I expect
the hotel to reimburse for my $15 cab ride? Is that proper to ask?

Dear musikdude,

Thank you so much for your feedback. If you will please PM me, I will be more than happy to post your 2500 points for the bedtype guarantee. While we do encourage our guests to report any bed type guarantee issues at the hotel, we will certainly honor the points post stay.

I am so sorry to hear about issues with the shuttle service. I would also like to discuss this with you as well via PM.

I look forward to hearing from you!

Happy travels,

Dana M.

If the OP's original booking was for two double beds, the room should have two beds unless the OP requested a change. It doesn't matter if the hotel tried to unilaterally change this and sent the OP a new confirmation. Also, IMO the OP did try to resolve this and invoke the guarantee during the stay, even though either the employee wasn't aware or somehow didn't want to honor it or otherwise bother. It would have been better if the OP had escalated to the GM during the stay, but perhaps the GM wasn't available or the OP didn't have time. It also would have been better--and this is what OP should have done--if the OP had called Hyatt about the bed type during the stay.

Dear musikdude,

Thank you so much for your feedback. If you will please PM me, I will be more than happy to post your 2500 points for the bedtype guarantee. While we do encourage our guests to report any bed type guarantee issues at the hotel, we will certainly honor the points post stay.

I am so sorry to hear about issues with the shuttle service. I would also like to discuss this with you as well via PM.

I look forward to hearing from you!

Happy travels,

Dana M.
Thats the Hyatt we all admire right there even on a summer Sunday
Many thanks Dana M! ^
Cheers

To return to the OP's shuttle issue, IME many downtown (not airport) hotel shuttles only operate during the business week. If you were arriving on a weekend, this might have been the problem. Nevertheless, I think that any hotel website indicating a shuttle should indicate its hours. When the OP called to ask about the shuttle, its hours of operation should have been volunteered by the hotel staff. This information should also be included in the hotel services notebook in the room.

For what it's worth.. at the Hyatt Regency I usually stay at for business, they "misplaced" my luggage after I checked it on the way to the client site. I didn't get it back until the next day- story is they accidentally brought it up to another guest's room.

Bottom line, I called up guest services and told them the story. They immediately added 15k points to my account. I'm going to back the same hotel next week. I'll be curious to see if they do anything additional (though it's not necessary)

To return to the OP's shuttle issue, IME many downtown (not airport) hotel shuttles only operate during the business week. If you were arriving on a weekend, this might have been the problem. Nevertheless, I think that any hotel website indicating a shuttle should indicate its hours. When the OP called to ask about the shuttle, its hours of operation should have been volunteered by the hotel staff. This information should also be included in the hotel services notebook in the room.

Which gets back to the question I asked about what explanation was given or what else was said. I've been too early or too late for the shuttle and the hotel told me I'm on my own (even including some Grand Hyatts). I've had hotels spring for a cab since the driver was sick or the shuttle was busy. I've been told it was busy and when I could expect it if I wanted to wait. I've had hotels tell me they were below minimum staff at the moment and when a driver would be available, if I wanted to wait. I've had hotels tell me to get on a different shuttle--they had an arrangement with the place down the street. Some hotels (aka LAX HH) don't meet your incoming transportation but will shuttle you around. The point being detail is needed to respond to the question whether asking for the cab fare is appropriate or not.

Which gets back to the question I asked about what explanation was given or what else was said. I've been too early or too late for the shuttle and the hotel told me I'm on my own (even including some Grand Hyatts). I've had hotels spring for a cab since the driver was sick or the shuttle was busy. I've been told it was busy and when I could expect it if I wanted to wait. I've had hotels tell me they were below minimum staff at the moment and when a driver would be available, if I wanted to wait. I've had hotels tell me to get on a different shuttle--they had an arrangement with the place down the street. Some hotels (aka LAX HH) don't meet your incoming transportation but will shuttle you around. The point being detail is needed to respond to the question whether asking for the cab fare is appropriate or not.

The hotel website page says "complimentary shuttle (within a three-mile radius)". No set times or days are listed. I called a few days in advance of my stay and the FD person said "no problem, it will be available". On the day that I arrived, I called hotel and the FD person said "sorry, shuttle not available
right now". That was all they knew. No reason given such as "too late now, doesn't operate on weekend, etc". I didn't push it over the phone, as I don't really operate that way! :)

The funny part is I had some shuttle issues on the day I departed as well.
Without going into detail, the end of the story was a FD person arranged for a taxi for me and paid for it (was $10), which I think was very cool and brought my blood pressure back down to normal.

In closing, Dana reached out to me here on FT and was very gracious and made me feel appreciated as a Hyatt customer. I thank her for that. I got the 2500 points for the Bed Type issue and some points also for the separate shuttle snafu. Great customer service!

The hotel website page says "complimentary shuttle (within a three-mile radius)". No set times or days are listed. I called a few days in advance of my stay and the FD person said "no problem, it will be available". On the day that I arrived, I called hotel and the FD person said "sorry, shuttle not available
right now". That was all they knew. No reason given such as "too late now, doesn't operate on weekend, etc". I didn't push it over the phone, as I don't really operate that way! :)

The funny part is I had some shuttle issues on the day I departed as well.
Without going into detail, the end of the story was a FD person arranged for a taxi for me and paid for it (was $10), which I think was very cool and brought my blood pressure back down to normal.

In closing, Dana reached out to me here on FT and was very gracious and made me feel appreciated as a Hyatt customer. I thank her for that. I got the 2500 points for the Bed Type issue and some points also for the separate shuttle snafu. Great customer service!
Could "shuttle not available right now" have been an attempt to ask whether you would be willing to wait a bit for it or whether you would prefer to find your own transportation? You might have been willing to wait ten minutes but not an hour.

In the original post, musikdude wrote:

I checked in very late and the hotel was sold-out. All they had left was a king accessible. ... The check in person was nice but was clueless about bed type guarantee, etc. Should I contact the hotel manager or GP directly about the 2500 points??

Doesn't that satisfy the T&C

http://www.hyatt.com/hyatt/customer-service/gp-terms-conditions.jsp
If a member believes that compensation is due with respect to the bed type guarantee, he/she must request payment of the compensation while still a guest at the hotel, prior to checking out. Failure to request such payment prior to checkout will result in a complete waiver of any right to receive such compensation

A manager or supervisor should have been brought in for the bed type guarantee, but didn't asking for the guarantee during check-in minimally meet that T&C?

Greetings
Some folks here are reading too much into the terms and conditions
Kindly call Hyatt Gold Passport or Hyatt Consumer Affairs and they will be delighted to assist any Gold Passport member and get their bed assurance points posted in almost all cases.
So please all no worries!
Cheers