Is the Confirmable Gold Passport Diamond Suite upgrade benefit starting to fail?
Greetings All,
I’ve been observing the Gold Passport Diamond suite upgrade program since inception and was quite pleased when it was originally introduced.
It certainly has been a wonderful reason to stay Diamond in the past
Having said that I am wondering if in fact hotels are undermining the very exceptional offering that the good folks from Chicago designed and implemented
in good faith in the first place to enhance the program and go on to win awards for the Gold Passport program.
The following concerns have come up more recently along with my conversations with select hotels • Some hotels no longer wish to upgrade members to suites on award or revenue and are downright unpleasant when asking nicely.
The response is typically we don’t have to upgrade Diamonds now they have their confirmable upgrades to do so.
While they were never required to do so they did so pro actively in the past or by simply asking at check in
• Hotels have been micro managing the benefit by downgrading confirmable suites to undesirable guest rooms and re-categorizing rooms as suites
notably the Grand Hyatt Berlin in Germany one of Hyatt's finest hotels. It’s deeply disappointing that a first class respected hotel would do this to their most valued customers.
But other properties have noticeably done so for some considerable time.
I can’t remember an overall issue looming as large since hotels some years ago got a free pass to bar select Diamond members from the Regency Clubs overseas
I certainly know that there are hotels that continue to cooperate and continue to do a great job My thanks in advance and welcome your feedback Warm Wishes and Safe Travel in the New Year to all!
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Last edited by 777 global mile hound; Jan 15, 13 at 9:34 am..
how much is a hotel reimbursed when one of these is redeemed?
If compensated on a sliding scale, and appropriately, then the hotel would likely welcome them.
I'm currently sitting on 3. Had 3 expire last year.
Andaz 5th ave was the only use. Was booked in to the 'mini suite' but 'checkin upgraded' to a regular suite.
Most hotels welcome the suite upgrade with some rare exceptions like the Park Hyatt Maldives and Park Hyatt Sydney.
It's what they upgrade to that s may becoming a strech to call it a suite
Andaz 5th Avenue has been a compliant property for suite upgrades however word on the street Andaz Wall Street has been reassigning their large corner rooms now as suites too
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I think there have been some worrying signs, but in general, I've been extremely happy with the suites I've gotten the last year with only a couple of disappointments (Kauai being the major one).
My thinking on suites has changed with Hyatt over the years though. Back when Diamonds only got one paper suite upgrade per year, properties seemed to give out a lot more spontaneous suite upgrades to Diamonds. I definitely went out of my way to stay at properties that I knew would give me a suite (like Park Hyatt LA).
Now that we get 4 confirmed suite upgrades per year, I no longer expect to get these spontaneous suite upgrades at most properties. If I want an upgrade, I use a suite upgrade (or points) and know I'm going to get a suite. If I don't use an upgrade, I don't expect a suite at most properties (although there are still a couple like OC and Grand Hyatt Seattle that almost always upgrade Diamonds to suites).
I think the problems that you're referring to come from the fact there are SO many suite nights floating around out there now that popular hotels are having to game the system to deal with it. Not only do Diamonds get 4 suite upgrades per year plus 2 suite nights for signing up for the credit card, but even Platinums get 2 suite upgrades for signing up for the credit card.
As I said above, in general, I've been very satisfied with my suites the last year. However, my complaints with suite upgrades are:
There are too many properties that can opt out of using suite upgrades now. I think longer term the goal should be no properties can opt out - even if availability is minimal or just suite connectors at some properties, it would be nice to have at least a couple of suites available at all properties.
With all the new "junior suites," "connector suites," "garden view suites," etc., a suite upgrade at some properties is turning into a relatively unimpressive room that is just slightly larger than a standard room. If hotels are going to be allowed to game the suite system this way by recategorizing larger traditional rooms as suites, I'd like to see a mechanism to upgrade to the next category of suite beyond the entry level "junior suite." Maybe by using two suite upgrades or double the number of points to upgrade or something like that.
Now that so many Hyatts are Hyatt Places and Hyatt Houses, it would be nice to see some sort of additional Diamond recognition there (both using suite upgrades and in general). You would think that at least at Hyatt Houses, which typically have several level of suite, you could use a suite upgrade to guarantee an upgrade to a larger suite.
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Quote:
Originally Posted by 4aks
how much is a hotel reimbursed when one of these is redeemed?
Nothing.
In my personal experience I have not found that properties have been any stingier with complimentary suite upgrades recently than before these have been introduced. Yes, a few more properties have opted out of the program (Wichita and Tulsa) and a few (notably Berlin and Andaz Wall St) have recategorized suite categories.
Without suite upgrades, in my personal experience, properties that tend to give suites to Diamonds if available:
Park San Francisco (former) - usually preblocked - I had a "regular" suite
Park Los Angeles (former) - property was almost 50% suites
Grand Seattle - once but not the second stay
Park DC - its more of a junior suite - they have lots of these
Regency Louisville - occasional stays couple of times a year - they upgraded me once (I usually use a confirmed cert now if I have any left)
Grand Singapore - routinely upgraded to Grand Deluxe - which is really a suite
Reports of properties that routinely upgrade Diamonds to suites (not personally experienced):
Regency Orange County
Grand DFW
Regency McCormick Place (Chicago)
In my personal experience I have not found that properties have been any stingier with complimentary suite upgrades recently than before these have been introduced. Yes, a few more properties have opted out of the program (Wichita and Tulsa) and a few (notably Berlin and Andaz Wall St) have recategorized suite categories.
Without suite upgrades, in my personal experience, properties that tend to give suites to Diamonds if available:
Park San Francisco (former) - usually preblocked - I had a "regular" suite
Park Los Angeles (former) - property was almost 50% suites
Grand Seattle - once but not the second stay
Park DC - its more of a junior suite - they have lots of these
Regency Louisville - occasional stays couple of times a year - they upgraded me once (I usually use a confirmed cert now if I have any left)
Grand Singapore - routinely upgraded to Grand Deluxe - which is really a suite
Reports of properties that routinely upgrade Diamonds to suites (not personally experienced):
Regency Orange County
Grand DFW
Regency McCormick Place (Chicago)
I have noticed and observed a difference at select properties which is why I thought it might be worth posting and hearing from others
Grand Hyatt New York is one such property where the upgrade is barely worth redeeming IMO
Which is what makes Andaz properties a much better choice when in New York City
The good news is if the Grand Hyatt New york isn’t busy my past experience is they will upgrade further from the non confirmable pool of suite inventory
Yes the Grand Hyatt DFW has been suite friendly to Diamonds
OC its been years but they have historically upgraded to suites long before confirmable suite upgrades became available
One hotel in particular has made it clear to use your suite upgrades is Hyatt Century Plaza if you want it.
Unless the hotel is close to empty they seem reluctant to to do it.And they clearly aren't alone
I tend to go to other hotels more frequently like the InterContinental Los Angeles or the Hilton Bev Hills in the area
where I perceive a greater degree of cooperation as a top tier member.
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Quote:
Originally Posted by 777 global mile hound
Greetings All,
• Some hotels no longer wish to upgrade members to suites on award or revenue and are downright unpleasant when asking nicely.
The response is typically we don’t have to upgrade Diamonds now they have their confirmable upgrades to do so.
While they were never required to do so they did so pro actively in the past or by simply asking at check in
Do you always ask for a suite at check in when booking the base room? :s
IME, I have had no issue redeeming a suite upgrade with the major exception being Hawaii (we never went anyway).
As for reclassification of rooms, this is in every chain. I have been given 'Junior suites' at the HR SFO, and *wood and Hilton properties in leui of a suite.
That said, I have received the Diplomatic, Presidential and Ambassador suites at properties I frequent the most, and even the PH CBR which I only visited once!
Do you always ask for a suite at check in when booking the base room? :s
IME, I have had no issue redeeming a suite upgrade with the major exception being Hawaii (we never went anyway).
As for reclassification of rooms, this is in every chain. I have been given 'Junior suites' at the HR SFO, and *wood and Hilton properties in leui of a suite.
That said, I have received the Diplomatic, Presidential and Ambassador suites at properties I frequent the most, and even the PH CBR which I only visited once!
No I don't however I would say that prior to the confirmable suite upgrade program some of the hotels did it without asking especially the Park Hyatt Melbourne one of your favorite properties
It appears and you can correct me if I'm wrong they started upgrading to club guest roooms instead of suites without confirming in advance?
When it does matter to me when not traveling alone and its available I am not shy about requesting the opportunity to do so at check in.
I did approx 70 nights or more last year with Hyatt
With SPG & IC Royal Ambassador a suite upgrade is a way of life frequently when available with far less nights and do I dare say a number of Hilton properties.The other H word
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I haven't come across any significant blocks when trying to use a confirmed suite upgrade cert. Couple of times the Diamond agent said the base level suite is sold out at the hotel but I insisted that they call the hotel and speak to a manager to "please see what can be done" and somehow the suite becomes available.
Further, (if I have a pre-planned trip), a week before my check-in I usually take a few minutes to reach out to the GM or a manager at the property via e-mail to directly request accommodations for my special requests (view room, connecting rooms, possible upgrades, etc). This has usually yielded positive results and I've yet to feel unwelcomed by any property in their e-mail responses.
FWIW, I do agree that the Diamond challenges, extra certs with CC sign-ups, have definitely devalued it's exclusivity and I can understand the hotel's point of view by wanting to damage-control. I'm sure there are times when the more popular properties have customers willing to pay up for a suite, but they're otherwise taken up for 'free'. This is a very generous benefit, and one I hope Hyatt keeps around for the long-run! Although some base guidelines (for both the customer AND the property) as well as a proper list of bookable award (cert) suites property-by-property wouldn't hurt.
Last edited by CodeAdam10; Jan 14, 13 at 5:24 am..
IMHO it would have been better for Hyatt to introduce space available suite upgrades ala Starwood rather than these "confirmable" ones. As Peter pointed out, properties don't get a penny from Gold Passport when a member redeems one of these.
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Well, in that respect Hilton and *wood are ahead. I have good experiences getting suites, but there is almost always a dance at check in.... I haven't travelled much since the introduction of SNAs, so will be interesting to experience the process in a week.
As always, when I travel for leisure with my husband and we want a suite, we pay for it. On corporate stays, I'm less concerned about a suite, unless it's a week or longer in which case I'll use a Diamond e-cert or points.
I do agree that the US free CC nights, suites etc irks me. Especially when the appear on FT, and with their first post try to work out how to maximise their stay at the PH SYD... ugh!
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There is definitely a huge difference between what a hotel does when a Diamond books a regular room (i.e. supposed to put them into the best available regular room) compared to when a Diamond books a suite (IME most hotels try to put you into their crummiest suite). Often, a hotel's best regular room is far better than the crummiest suite. In that respect, using a "Diamond Suite Upgrade" is actually a DOWNgrade.
I've not been very lucky using Diamond suite upgrades. On two occasions I had a confirmed upgrade but it was not available at checkin so I was busted back down to a regular room. It's a bit irksome because they don't say "we're sorry but your confirmed suite upgrade is not available". They just matter-of-factly say "it's not available". We can conclude that there's no sorrow involved. The benefit was promised, reserved, booked ... and not available.
I'm a new Diamond this year. On -every- occasion when I used a suite upgrade, I was seriously disappointed. Perhaps I expect too much. One occasion had serious problems with the room (it was raining indoors). In ALL the other occasions I end up in room with very restricted views (i.e. looking at a skyscraper across the street and/or had a room with NO outside view whatsoever) and/or weird floor plans (room layout is so cool and trendy and cramped that there's actually nowhere to sit or even stand except on the bed).
On many occasions I did NOT use an upgrade certificate yet was upgraded to a suite anyway. Perhaps it's because the surprise was unexpected but in every case those suites were -fantastic-.
In summary, IME when you use a suite upgrade you get a disappointing room (if they even honor the upgrade at all). AFAICT when you book a regular room you "normally" get their best regular room, and when you book a suite you "normally" get their crummiest suite.
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Quote:
Originally Posted by SquareDanceGuy
There is definitely a huge difference between what a hotel does when a Diamond books a regular room (i.e. supposed to put them into the best available regular room) compared to when a Diamond books a suite (IME most hotels try to put you into their crummiest suite). Often, a hotel's best regular room is far better than the crummiest suite. In that respect, using a "Diamond Suite Upgrade" is actually a DOWNgrade.
I've not been very lucky using Diamond suite upgrades. On two occasions I had a confirmed upgrade but it was not available at checkin so I was busted back down to a regular room. It's a bit irksome because they don't say "we're sorry but your confirmed suite upgrade is not available". They just matter-of-factly say "it's not available". We can conclude that there's no sorrow involved. The benefit was promised, reserved, booked ... and not available.
I'm a new Diamond this year. On -every- occasion when I used a suite upgrade, I was seriously disappointed. Perhaps I expect too much. One occasion had serious problems with the room (it was raining indoors). In ALL the other occasions I end up in room with very restricted views (i.e. looking at a skyscraper across the street and/or had a room with NO outside view whatsoever) and/or weird floor plans (room layout is so cool and trendy and cramped that there's actually nowhere to sit or even stand except on the bed).
On many occasions I did NOT use an upgrade certificate yet was upgraded to a suite anyway. Perhaps it's because the surprise was unexpected but in every case those suites were -fantastic-.
In summary, IME when you use a suite upgrade you get a disappointing room (if they even honor the upgrade at all). AFAICT when you book a regular room you "normally" get their best regular room, and when you book a suite you "normally" get their crummiest suite.
You appear to have very bad luck if that's your experience as a Diamond!
When it comes to properties where I used to quite often to most always get upgraded to a suite as a Diamond without using points or any other awards, most have dropped granting me such upgrades as frequently in the era since all Diamonds got some confirmable annual suite upgrade awards deposited into the GP accounts.
Some of this decline in complimentary Diamond upgrades to suites may be due to: (a) other Diamond customers using suite upgrade awards or the credit card award nights; and (b) non-Diamond customers using points to upgrade to suites in this era of earning Hyatt points from credit card use outside hotels; and (c) a lot more people reading the travel blogs about better use of points. But that doesn't explain all of what has been experienced.
Certainly some hotel staff have been less willing to grant complimentary space-available suites upgrades to Diamonds as they are aware that more customers than before have a means to "pay" for suite upgrades even as they get paid squat for the confirmable Diamond suite upgrade awards.
That said, I still get some great complimentary upgrades to suites without using anything to "pay" for the upgrade. Things have certainly become less consistent with those kind of situations; however, even somewhat removed from that, the upgrade practice has become less consistent with the proper notion of a "suite" ...... with the notion of "suite" sometimes becoming a not-so-sweet joke.
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In my personal experience I have not found that properties have been any stingier with complimentary suite upgrades recently than before these have been introduced. Yes, a few more properties have opted out of the program (Wichita and Tulsa) and a few (notably Berlin and Andaz Wall St) have recategorized suite categories.
Without suite upgrades, in my personal experience, properties that tend to give suites to Diamonds if available:
Park San Francisco (former) - usually preblocked - I had a "regular" suite
Park Los Angeles (former) - property was almost 50% suites
Grand Seattle - once but not the second stay
Park DC - its more of a junior suite - they have lots of these
Regency Louisville - occasional stays couple of times a year - they upgraded me once (I usually use a confirmed cert now if I have any left)
Grand Singapore - routinely upgraded to Grand Deluxe - which is really a suite
Reports of properties that routinely upgrade Diamonds to suites (not personally experienced):
Regency Orange County
Grand DFW
Regency McCormick Place (Chicago)
Add HR MCO and GH SAT to the good to Dia list...
Also, HR Clearwater seems to be good as well...
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