Bonus points for missing credit
Jul 9, 2013, 1:40 am
#1
Original Poster
Join Date: Jan 2012
Location: Osaka
Programs: Hyatt Explorist, Hilton Gold, UA
Posts: 3,158
Bonus points for missing credit
I've recently read a number of posts regarding 50% bonus points being due when such things as the diamond amenity points or the bonus points for club lounge closure are not automatically posted, requiring a request to be submitted to GP.
My question is if bonus points are supposed to be awarded when points are credited for a stay but are well short of the correct number of base points.
One hotel I stay at frequently consistently shortchanges me on base points. For the most recent stay I contacted GP and found that the hotel has recorded more than 1/3 of the total spend as ineligible; tax is 5% and there's a 10% service charge, but everything else was room and room service food (no alcohol). GP told me there was nothing they could do, so I contacted the hotel directly, and they admitted that the points credited were too few and said they would contact GP to have it corrected. No offer of any compensation for the trouble of 3 emails to GP and one phone call to the hotel.
Over the past 2 years this has happened at least a dozen times at this same property. I'm usually not that diligent in checking that base points are correctly calculated, but all by stays at this property are just one night, so while the shortage is not that large, it is also very noticeable. With charges for taxes, service, and sometimes alcohol excluded and differences in the exchange rates used, it is painstaking to figure out whether a base point credit of 10,000 points is short by 300 points, but it is pretty obvious when only 500 points are credited instead of 800.
My question is if bonus points are supposed to be awarded when points are credited for a stay but are well short of the correct number of base points.
One hotel I stay at frequently consistently shortchanges me on base points. For the most recent stay I contacted GP and found that the hotel has recorded more than 1/3 of the total spend as ineligible; tax is 5% and there's a 10% service charge, but everything else was room and room service food (no alcohol). GP told me there was nothing they could do, so I contacted the hotel directly, and they admitted that the points credited were too few and said they would contact GP to have it corrected. No offer of any compensation for the trouble of 3 emails to GP and one phone call to the hotel.
Over the past 2 years this has happened at least a dozen times at this same property. I'm usually not that diligent in checking that base points are correctly calculated, but all by stays at this property are just one night, so while the shortage is not that large, it is also very noticeable. With charges for taxes, service, and sometimes alcohol excluded and differences in the exchange rates used, it is painstaking to figure out whether a base point credit of 10,000 points is short by 300 points, but it is pretty obvious when only 500 points are credited instead of 800.
Jul 9, 2013, 2:31 am
#2
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
On rare occasions, like just once time, after I reported points discrepancies to the nice telephone staff at HGP, they offered 1000 bonus points "for all the trouble you've been through". It was a completely unsolicited yet thoroughly appreciated offer. I couldn't begin to guess what might happen if someone were to specifically ask for bonus points for general aggravation with things not adding up correctly. 
I've recently read a number of posts regarding 50% bonus points being due when such things as the diamond amenity points or the bonus points for club lounge closure are not automatically posted, requiring a request to be submitted to GP.
My question is if bonus points are supposed to be awarded when points are credited for a stay but are well short of the correct number of base points.
One hotel I stay at frequently consistently shortchanges me on base points. For the most recent stay I contacted GP and found that the hotel has recorded more than 1/3 of the total spend as ineligible; tax is 5% and there's a 10% service charge, but everything else was room and room service food (no alcohol). GP told me there was nothing they could do, so I contacted the hotel directly, and they admitted that the points credited were too few and said they would contact GP to have it corrected. No offer of any compensation for the trouble of 3 emails to GP and one phone call to the hotel.
Over the past 2 years this has happened at least a dozen times at this same property. I'm usually not that diligent in checking that base points are correctly calculated, but all by stays at this property are just one night, so while the shortage is not that large, it is also very noticeable. With charges for taxes, service, and sometimes alcohol excluded and differences in the exchange rates used, it is painstaking to figure out whether a base point credit of 10,000 points is short by 300 points, but it is pretty obvious when only 500 points are credited instead of 800.
My question is if bonus points are supposed to be awarded when points are credited for a stay but are well short of the correct number of base points.
One hotel I stay at frequently consistently shortchanges me on base points. For the most recent stay I contacted GP and found that the hotel has recorded more than 1/3 of the total spend as ineligible; tax is 5% and there's a 10% service charge, but everything else was room and room service food (no alcohol). GP told me there was nothing they could do, so I contacted the hotel directly, and they admitted that the points credited were too few and said they would contact GP to have it corrected. No offer of any compensation for the trouble of 3 emails to GP and one phone call to the hotel.
Over the past 2 years this has happened at least a dozen times at this same property. I'm usually not that diligent in checking that base points are correctly calculated, but all by stays at this property are just one night, so while the shortage is not that large, it is also very noticeable. With charges for taxes, service, and sometimes alcohol excluded and differences in the exchange rates used, it is painstaking to figure out whether a base point credit of 10,000 points is short by 300 points, but it is pretty obvious when only 500 points are credited instead of 800.
Jul 9, 2013, 3:49 am
#3
Original Poster
Join Date: Jan 2012
Location: Osaka
Programs: Hyatt Explorist, Hilton Gold, UA
Posts: 3,158
On rare occasions, like just once time, after I reported points discrepancies to the nice telephone staff at HGP, they offered 1000 bonus points "for all the trouble you've been through". It was a completely unsolicited yet thoroughly appreciated offer. I couldn't begin to guess what might happen if someone were to specifically ask for bonus points for general aggravation with things not adding up correctly.
Thanks.
Jul 9, 2013, 8:12 am
#4
Join Date: Jun 2007
Programs: UA, AA, LH, Hyatt, Hilton, Marriott, Hertz
Posts: 1,759
The only automatic addition is for the diamond amenity and IME only if the stay posts but the hotel fails to add the amenity. If the entire stay is missing you will get only the normal amount of points once it is added by GP agents.
50% bonus for the closed RC/GC bonus that failed to post is not a policy (as opposed to the 50% bonus for the diamond amenity) and I haven't gotten it before.
I also ran into issues with base points being less than what they should have been and have received "points for my trouble" on multiple occasions (I think the highest was 2k). However, these are the goodwill tokens and not something that you should count on receiving every time.
50% bonus for the closed RC/GC bonus that failed to post is not a policy (as opposed to the 50% bonus for the diamond amenity) and I haven't gotten it before.
I also ran into issues with base points being less than what they should have been and have received "points for my trouble" on multiple occasions (I think the highest was 2k). However, these are the goodwill tokens and not something that you should count on receiving every time.
Jul 9, 2013, 2:52 pm
#5
Join Date: Jul 2010
Location: Washington, DC
Programs: SPG Gold, Marriott Gold, United 1K
Posts: 115
This is the first I've heard - is it specified on the Hyatt website anywhere? I've had to request 1,000 bonus amenity points after the fact a few times but was never given the 50% bonus.