New point posting issues?
#1
Original Poster
Join Date: Feb 2007
Location: SJC, SFO
Programs: Delta DM, IHG Spire, Hertz PC, H.com Gold^3, lowly something on others...
Posts: 1,260
New point posting issues?
I have been Diamond for many years - seeing many and various point posting issues over the years with Diamond Amenity Points as well as the old G promos.
I have noticed the Diamond Amenity Points are posting much more accurately in the last several months, which is a good development. However, I now have noticed a trend of a different posting error -- base point calculation error.
The reported base point is always a few dollars short of the actual room rate. Never a fixed a mount, always in some fractional dollars. Say if the room rate was $99, only $94.60 or some random amount like that gets calculated into the base points.
I have called in several times over this but the reps are not nice about it. They insist that fax them a copy of the folio, even though I suggest I email it to make it go faster... It seems they just want to drag the issue out.
Has anyone else experienced similar problems lately?
I have noticed the Diamond Amenity Points are posting much more accurately in the last several months, which is a good development. However, I now have noticed a trend of a different posting error -- base point calculation error.
The reported base point is always a few dollars short of the actual room rate. Never a fixed a mount, always in some fractional dollars. Say if the room rate was $99, only $94.60 or some random amount like that gets calculated into the base points.
I have called in several times over this but the reps are not nice about it. They insist that fax them a copy of the folio, even though I suggest I email it to make it go faster... It seems they just want to drag the issue out.
Has anyone else experienced similar problems lately?
#3
Suspended
Join Date: Dec 2004
Posts: 613
Yeah I've noticed that too on a couple of recent reservations. And when I called in the Diamond line, they say I needed to fax or email the folio to the general gold passport fax/email since they can't access the folio online (although I'm able to access it online no problem). In the past they would always put me on hold and somehow look it up and fix it on the spot, but now they claim they can't look it up themselves.
#4
 
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,309
Yeah I've noticed that too on a couple of recent reservations. And when I called in the Diamond line, they say I needed to fax or email the folio to the general gold passport fax/email since they can't access the folio online (although I'm able to access it online no problem). In the past they would always put me on hold and somehow look it up and fix it on the spot, but now they claim they can't look it up themselves.
-David
#5
Suspended
Join Date: Dec 2004
Posts: 613
#6
 
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,309
-David
#7
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Hello everyone!
If you would PM us the details of the stay, I would be happy to investigate the reason why for you! I am so sorry that you have been experiencing challenges lately, and we want to make sure that we have this corrected as soon as possible.
Thanks,
Dana M.
If you would PM us the details of the stay, I would be happy to investigate the reason why for you! I am so sorry that you have been experiencing challenges lately, and we want to make sure that we have this corrected as soon as possible.
Thanks,
Dana M.
#8
Suspended
Join Date: Dec 2004
Posts: 613
I pm'ed my reservation details to Dana the GP Concierge for two recent stays that were missing points and it was fixed within minutes without having to fax/email the folio or anything. Thanks Dana!
#9
Original Poster
Join Date: Feb 2007
Location: SJC, SFO
Programs: Delta DM, IHG Spire, Hertz PC, H.com Gold^3, lowly something on others...
Posts: 1,260
Yeah I've noticed that too on a couple of recent reservations. And when I called in the Diamond line, they say I needed to fax or email the folio to the general gold passport fax/email since they can't access the folio online (although I'm able to access it online no problem). In the past they would always put me on hold and somehow look it up and fix it on the spot, but now they claim they can't look it up themselves.
Back when Diamond desk customer service was better, the rep would even check the reservation detail if the folio is not yet available. However, they now would not take your word for anything. And would not look at reservation details.
This is not so such about the value is 20-50 points. I travel a lot, so I use Quicken to keep track of points/miles for all airlines, hotel, rental cars... to make sure major promo and stays are tracked and posted correctly. When the amount is short by 20-50, it causes a balance discrepancy between my Quicken balance and Hyatt system's.
I am in the computer world, and I am really shocked at the incompetence at Hyatt's IT. Is there ever gonna be a year that they have no posting error? They did it away with the G promo, so now it's only base point from room rate, 30% bonus for Diamond, and 1000 for amenity - how difficult is it to get this right?!
And I am sorry to say, I hate PM, because you never know when the issue will be resolved. Such fundamental issue should never occur. And if it did, it should be taken care by a very quick phone call - not something that drags out to be 30 min and require you fax in receipt and follow up god knows how many times after the fact...
#10
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
Thanks for pointing this out. I probably would not have noticed except for your help.
It looks like all my stays in November, except for November 2nd and 30th, had the same posting issue.
For example, base rate was 89.10 but only 77.00 was used in the point calculation. Base rate was 87.00 but only 85.00 was used.
Weeeeird.
I will PM the details to Gold Passport Concierge who has always provided exceptional customer service.
It looks like all my stays in November, except for November 2nd and 30th, had the same posting issue.
For example, base rate was 89.10 but only 77.00 was used in the point calculation. Base rate was 87.00 but only 85.00 was used.
Weeeeird.
I will PM the details to Gold Passport Concierge who has always provided exceptional customer service.
I have been Diamond for many years - seeing many and various point posting issues over the years with Diamond Amenity Points as well as the old G promos.
I have noticed the Diamond Amenity Points are posting much more accurately in the last several months, which is a good development. However, I now have noticed a trend of a different posting error -- base point calculation error.
The reported base point is always a few dollars short of the actual room rate. Never a fixed a mount, always in some fractional dollars. Say if the room rate was $99, only $94.60 or some random amount like that gets calculated into the base points.
I have called in several times over this but the reps are not nice about it. They insist that fax them a copy of the folio, even though I suggest I email it to make it go faster... It seems they just want to drag the issue out.
Has anyone else experienced similar problems lately?
I have noticed the Diamond Amenity Points are posting much more accurately in the last several months, which is a good development. However, I now have noticed a trend of a different posting error -- base point calculation error.
The reported base point is always a few dollars short of the actual room rate. Never a fixed a mount, always in some fractional dollars. Say if the room rate was $99, only $94.60 or some random amount like that gets calculated into the base points.
I have called in several times over this but the reps are not nice about it. They insist that fax them a copy of the folio, even though I suggest I email it to make it go faster... It seems they just want to drag the issue out.
Has anyone else experienced similar problems lately?
#11
Original Poster
Join Date: Feb 2007
Location: SJC, SFO
Programs: Delta DM, IHG Spire, Hertz PC, H.com Gold^3, lowly something on others...
Posts: 1,260
Another update:
After I posted my concerns here, I did also call the hotel that I frequent at, where the shortage of eligible amount occurred.
Today, I got a call from the front desk manager and he said, after investigation, it appears the short is caused by my Diamond breakfast?! This Regency doesn't have lounge, so the Diamond breakfast happens in the restaurant. I would bill against the room and they would remove the charge. From what he told me, all Diamond related perks will short your eligible base amount? This just doesn't sound right, as it seems to penalize Diamond members!
I am questioning this explanation because the shorted amount is never the same. Suppose the Diamond breakfast does reduce earning, then why is the shorted amount vary, even from the same hotel? I had similar miscalculated base point issues at other Hyatts with RC... so i don't entirely believe this explanation.
This is becoming an increasingly mysterious problem.
After I posted my concerns here, I did also call the hotel that I frequent at, where the shortage of eligible amount occurred.
Today, I got a call from the front desk manager and he said, after investigation, it appears the short is caused by my Diamond breakfast?! This Regency doesn't have lounge, so the Diamond breakfast happens in the restaurant. I would bill against the room and they would remove the charge. From what he told me, all Diamond related perks will short your eligible base amount? This just doesn't sound right, as it seems to penalize Diamond members!
I am questioning this explanation because the shorted amount is never the same. Suppose the Diamond breakfast does reduce earning, then why is the shorted amount vary, even from the same hotel? I had similar miscalculated base point issues at other Hyatts with RC... so i don't entirely believe this explanation.
This is becoming an increasingly mysterious problem.
#12
Join Date: Feb 2005
Programs: Marriott Lifetime Titanium (former PP), Hilton Silver, UA Silver, AS Member, Hertz 5*
Posts: 3,906
I've been procrastinating on fixing my Hyatt account. Based on a rough look, it is going to take at least a whole day to fix all the missing diamond amenity points and get the extra 50 % for the ones that did not post properly for paid stays, get the diamond amenity points and closed lounge points for the award stays posted manually, add in some stays that did not post, have some property specific promos posted, and fix the incorrect base points for a bunch of stays (at least 8 different stays at two properties).
I might need to get a Private Line rep.
I might need to get a Private Line rep.
#13
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,487
I'm not a Diamond but I've noticed that I am always short points when I book a rate that includes breakfast (like the AAA Breakfast rates they have a few times a year). Of course, like your experience, the amount that is short is always different.
#14
Original Poster
Join Date: Feb 2007
Location: SJC, SFO
Programs: Delta DM, IHG Spire, Hertz PC, H.com Gold^3, lowly something on others...
Posts: 1,260
Errr! More short of points. I am facing 100% failure now. Every stay is short of base point or Diamond amenity. Who is Hyatt's VP of IT? They need to replace this person. I can get a middle schooler in Silicon Valley to write much more complex code and get it right the first time around. What shame!
#15
Join Date: Jan 2010
Location: Stockholm, Sweden + Austin, Tx
Programs: "But, I'm a GLOBALIST guest...."
Posts: 2,848
Errr! More short of points. I am facing 100% failure now. Every stay is short of base point or Diamond amenity. Who is Hyatt's VP of IT? They need to replace this person. I can get a middle schooler in Silicon Valley to write much more complex code and get it right the first time around. What shame!