Diamond suite upgrade/Amex FHR?
Jun 7, 2012, 8:39 pm
#1
Original Poster
Join Date: Jul 2011
Posts: 1,632
Diamond suite upgrade/Amex FHR?
I booked a hotel for which I'm using a Diamond suite upgrade. After booking the room I saw that Amex FHR offers the same rook for the same price. If I rebook through Amex can I still use the suite upgrade? How would I apply the upgrade? Book with Amex then call the hotel?
Jun 7, 2012, 10:59 pm
#2
FlyerTalk Evangelist
Join Date: Dec 2003
Location: LAX
Posts: 10,908
I booked a hotel for which I'm using a Diamond suite upgrade. After booking the room I saw that Amex FHR offers the same rook for the same price. If I rebook through Amex can I still use the suite upgrade? How would I apply the upgrade? Book with Amex then call the hotel?
Jun 8, 2012, 10:13 am
#4
Original Poster
Join Date: Jul 2011
Posts: 1,632
I just called the Diamond line to inquire about this and they said that, to use a Diamond suite upgrade, I have to book directly through Hyatt? She specifically said that booking through Amex FHR would mean I'm not eligible to use the Diamond suite upgrade.
Did I get bad information? Should I call back?
Did I get bad information? Should I call back?
Jun 8, 2012, 2:15 pm
#5
FlyerTalk Evangelist
Join Date: Dec 2003
Location: LAX
Posts: 10,908
I just called the Diamond line to inquire about this and they said that, to use a Diamond suite upgrade, I have to book directly through Hyatt? She specifically said that booking through Amex FHR would mean I'm not eligible to use the Diamond suite upgrade.
Did I get bad information? Should I call back?
Did I get bad information? Should I call back?
in the past i used dia upgrades on virtuoso bookings and i am quite certain posters reported upgrading fhr rates
for example
http://www.flyertalk.com/forum/hyatt...e-upgrade.html
and GP Concierge comment linked therein
Last edited by azepine00; Jun 8, 2012 at 2:20 pm
Jun 10, 2012, 1:53 am
#7
Join Date: Jan 2009
Location: BKK
Posts: 6,741
If central reservations or CS gives you any trouble, I would suggest calling the property directly. I have had several properties pull suite upgrades from my account and confirm me in suites even when central reservations would not apply the upgrades.
Hyatt treats FHR or Virtuoso reservations the same as direct bookings in my experience (re suite upgrades and earning points on room rate).
Hyatt treats FHR or Virtuoso reservations the same as direct bookings in my experience (re suite upgrades and earning points on room rate).
Jun 10, 2012, 4:08 pm
#8
Join Date: May 2007
Location: YYZ, but my heart is in Asia
Programs: AC-SE, CX-DM, DL-G, Hyatt-DM, Hilton-DM, Fairmont-Plt, Marriott-S, Accor-Plt, SPG-G, IHG-Plt
Posts: 4,396
I just called the Diamond line to inquire about this and they said that, to use a Diamond suite upgrade, I have to book directly through Hyatt? She specifically said that booking through Amex FHR would mean I'm not eligible to use the Diamond suite upgrade.
Did I get bad information? Should I call back?
Did I get bad information? Should I call back?
I'm suspecting that there are a few (at least one) staff at the Diamond Line who doesn't know this. I usually ask my FHR agent to call Hyatt Diamond Line to apply the suite upgrades. He has encountered this a few times. He hanged up and called again and problem solved.
Please, Hyatt, fix this!!
Jun 10, 2012, 8:06 pm
#9
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
This is a training issue - and with the turnover in CS agents, there is no way to ensure that every single agent knows every single nuance of the program. Hyatt's training of agents has improved considerably over the last few years - there hasn't really been reports of what I would consider egregious misunderstanding of rules in quite a while.
If "you" encounter a problem that appears to be contrary to the program T&Cs and can't seem to solve it by multiple calls, my suggestion would be to Private Message the Gold Passport Concierge staff here on Flyertalk, they are pretty well versed in all the nuances.
If "you" encounter a problem that appears to be contrary to the program T&Cs and can't seem to solve it by multiple calls, my suggestion would be to Private Message the Gold Passport Concierge staff here on Flyertalk, they are pretty well versed in all the nuances.
Jun 11, 2012, 8:33 am
#10
Original Poster
Join Date: Jul 2011
Posts: 1,632
So then should I cancel my "regular" reservation and then re-book via FHR? I don't want to risk losing the room altogether... but if I book on FHR and then cancel the one I see on the Gold Passport site, will it cancel the correct reservation? I just want to make sure the FHR reservation stays and the other one goes. And then I suppose I'd call in to apply the upgrade.
Jun 11, 2012, 9:03 am
#11
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
So then should I cancel my "regular" reservation and then re-book via FHR? I don't want to risk losing the room altogether... but if I book on FHR and then cancel the one I see on the Gold Passport site, will it cancel the correct reservation? I just want to make sure the FHR reservation stays and the other one goes. And then I suppose I'd call in to apply the upgrade.
Jun 11, 2012, 10:16 am
#13
Original Poster
Join Date: Jul 2011
Posts: 1,632
Thanks, all. I made the reservation through Amex and called the Diamond line. I gave her both confirmation numbers, and she was able to apply the suite upgrade to the Amex reservation and then cancel the "regular" one.
Jun 12, 2012, 3:38 pm
#14
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,636
Diamond suite upgrade/Amex FHR?
AMEX FHR is a published Hyatt rate. You can pull the FHR rate up on hyatt.com. All elite benefits apply and it qualifies for promotional offers.
Jun 12, 2012, 8:17 pm
#15
Original Poster
Join Date: Jul 2011
Posts: 1,632
Interesting. Is this unique to Hyatt? Because I've seen and heard that sometimes FHR/Virtuoso rates are lower than those listed on the hotel's website.