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Bonus points for club lounge closed

Old Apr 14, 2016, 1:13 pm
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Last edit by: thucanhho
T & C:

During periods of high demand access to the Regency Club or Grand Club lounge may not be available; therefore Diamond members will receive 2,500 bonus points per stay plus daily complimentary full breakfast inclusive of one entre (or standard breakfast buffet), juice and coffee (tax, gratuity and service charges included) for each registered guest in the room, maximum four (4) people.
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Bonus points for club lounge closed

Old Apr 16, 2014, 4:23 pm
  #16  
No longer used by Hyatt; use World of Hyatt Concierge
 
Join Date: Jul 1999
Posts: 1,628
Hello everyone,

I hope everyone is having a great Wednesday! I just wanted to provide some clarification about the 2,500 bonus has not been changed. If you the Club is closed, you will be awarded 2,500 bonus points.

If you have any questions or concerns, please let us know.

Thanks,

Dana M.
Gold Passport Concierge is offline  
Old Apr 16, 2014, 6:53 pm
  #17  
Moderator: GLBT Travelers & Hyatt Gold Passport
 
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Location: CVG
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Originally Posted by Gold Passport Concierge
Hello everyone,

I hope everyone is having a great Wednesday! I just wanted to provide some clarification about the 2,500 bonus has not been changed. If you the Club is closed, you will be awarded 2,500 bonus points.

If you have any questions or concerns, please let us know.

Thanks,

Dana M.
Thanks Dana for clarification. Good to know that it as an error combination of uninformed GP agent and property personnel answering the phone.
peteropny is offline  
Old Apr 28, 2014, 8:30 am
  #18  
 
Join Date: Apr 2014
Posts: 13
I hate to add to the confusion guys but there is just a lot of inconsistency on this subject and it totally seems to depend on the Hotel which should not be the case. I recently stayed at the Hyatt Regency Indianapolis over the weekend and after multiple requests for the bonus points this is the last response I got:

Good Evening xxxxx xxxx,

Thank you for your email message regarding your stay at the Hyatt Regency Indianapolis, when on the weekend the Regency Club lounge remained unavailable. I certainly understand how valuable your time is, and I greatly appreciate that you have taken the time to provide your feedback.

I am so sorry to hear about the closure of the lounge during your stay. Even though we do strive to keep the hours posted for every guest, I can see where there might have been some confusion on your part when you decided to stay with Hyatt, thinking that you would receive credit for the club's unavailability. We have posted the hours of operation, and Diamond members are not allowed to receive credit for stays when the club is closed in this manner.

As compensation for your experience, however, I have credited your Gold Passport account with 1,000 courtesy points. We want to remain your hotel of choice. We appreciate your loyalty.

I hope that you will give us another opportunity to provide the excellent service that is indicative of Hyatt. If there is anything else with which I may assist you, please feel free to contact me directly.

Best regards,

xxxxx xxxx
Hyatt Hotels
Guest Services Specialist

The good thing is there is a Westin across the street which has the Lounge open on weekends and that is where I will be staying the next time! I have at least half a dozen weekend trips coming up to Indy...

Dana M, any comments on this?

Last edited by CoolInIndy; Apr 28, 2014 at 8:35 am
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Old Apr 28, 2014, 6:57 pm
  #19  
 
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Posts: 6,411
FWIW I think the hotel is incorrect. Their letter contradicts the terms of the HGP program. If the club is closed on weekends, they should post 2500 points for Diamonds, as per Hyatt terms and conditions.
Originally Posted by CoolInIndy
I hate to add to the confusion guys but there is just a lot of inconsistency on this subject and it totally seems to depend on the Hotel which should not be the case. I recently stayed at the Hyatt Regency Indianapolis over the weekend and after multiple requests for the bonus points this is the last response I got:

Good Evening xxxxx xxxx,

Thank you for your email message regarding your stay at the Hyatt Regency Indianapolis, when on the weekend the Regency Club lounge remained unavailable. I certainly understand how valuable your time is, and I greatly appreciate that you have taken the time to provide your feedback.

I am so sorry to hear about the closure of the lounge during your stay. Even though we do strive to keep the hours posted for every guest, I can see where there might have been some confusion on your part when you decided to stay with Hyatt, thinking that you would receive credit for the club's unavailability. We have posted the hours of operation, and Diamond members are not allowed to receive credit for stays when the club is closed in this manner.

As compensation for your experience, however, I have credited your Gold Passport account with 1,000 courtesy points. We want to remain your hotel of choice. We appreciate your loyalty.

I hope that you will give us another opportunity to provide the excellent service that is indicative of Hyatt. If there is anything else with which I may assist you, please feel free to contact me directly.

Best regards,

xxxxx xxxx
Hyatt Hotels
Guest Services Specialist

The good thing is there is a Westin across the street which has the Lounge open on weekends and that is where I will be staying the next time! I have at least half a dozen weekend trips coming up to Indy...

Dana M, any comments on this?
CloudCoder is offline  
Old Apr 28, 2014, 7:08 pm
  #20  
 
Join Date: Dec 2010
Location: indianapolis
Programs: Hyatt Globalist Hilton Diamond
Posts: 46
I stayed there couple weeks ago on the weekend club was closed and I had no problems getting the 2500 points for being closed I stay there quite a bit dont know if that matters at all
muscarlive is offline  
Old Apr 29, 2014, 9:32 am
  #21  
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My experience has been that Hyatts have been very proactive about offering the 2500 points when the lounge is closed. I've sometimes also received drink and food coupons in addition but I know that this isn't required or common.
MSPeconomist is offline  
Old Apr 29, 2014, 10:16 am
  #22  
Moderator: GLBT Travelers & Hyatt Gold Passport
 
Join Date: Jan 2000
Location: CVG
Posts: 15,300
Originally Posted by CoolInIndy
I hate to add to the confusion guys but there is just a lot of inconsistency on this subject and it totally seems to depend on the Hotel which should not be the case. I recently stayed at the Hyatt Regency Indianapolis over the weekend and after multiple requests for the bonus points this is the last response I got:

Good Evening xxxxx xxxx,

Thank you for your email message regarding your stay at the Hyatt Regency Indianapolis, when on the weekend the Regency Club lounge remained unavailable. I certainly understand how valuable your time is, and I greatly appreciate that you have taken the time to provide your feedback.

I am so sorry to hear about the closure of the lounge during your stay. Even though we do strive to keep the hours posted for every guest, I can see where there might have been some confusion on your part when you decided to stay with Hyatt, thinking that you would receive credit for the club's unavailability. We have posted the hours of operation, and Diamond members are not allowed to receive credit for stays when the club is closed in this manner.

As compensation for your experience, however, I have credited your Gold Passport account with 1,000 courtesy points. We want to remain your hotel of choice. We appreciate your loyalty.

I hope that you will give us another opportunity to provide the excellent service that is indicative of Hyatt. If there is anything else with which I may assist you, please feel free to contact me directly.

Best regards,

xxxxx xxxx
Hyatt Hotels
Guest Services Specialist

The good thing is there is a Westin across the street which has the Lounge open on weekends and that is where I will be staying the next time! I have at least half a dozen weekend trips coming up to Indy...

Dana M, any comments on this?
This hotel is a rogue one with this, contact our Gold Passport Concierge.
peteropny is offline  
Old Apr 29, 2014, 10:53 am
  #23  
 
Join Date: Apr 2014
Posts: 13
peteropny, I took your advice and contacted our Gold Passport Concierge. At the same time I checked my email again and had another message resolving the issue! Different gentleman this time around...here is what I got back:

Dear Mr. xxxxx,

Thank you very much for your message. I have added the 2,500 point Bonus to your stay and you should be able to see it reflected immediately.

Sincerely,

xxxxx xxxxx
Guest Services Specialist
9805 Q Street Omaha, NE 68127
T: 800.323.7249 F: 402.593.5157 E: [email protected]
www.hyatt.com

The funny thing is I didn't send even respond back to the last message I had got so this was apparently directed at my original request which was denied on the 27th. Baffled...

Anyway, issue resolved, thank you everyone for their input! Appreciate the help...

Last edited by CoolInIndy; Apr 29, 2014 at 11:19 am
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Old Apr 29, 2014, 4:29 pm
  #24  
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In general I would say you should contact the hotel first, in case you get some weirdly generous offer. If you don't get the right answer per the published benefits, then don't waste any more time and contact Gold Passport directly and they will normally sort it out quite quickly...
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Old Apr 29, 2014, 4:36 pm
  #25  
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Originally Posted by craigthemif
In general I would say you should contact the hotel first, in case you get some weirdly generous offer. If you don't get the right answer per the published benefits, then don't waste any more time and contact Gold Passport directly and they will normally sort it out quite quickly...
Plus Gold Passport will probably not only re-educate but also punish the hotel.
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Old May 1, 2014, 8:47 am
  #26  
 
Join Date: May 2008
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Can this be broadcast the the phone agents? I spent ~30 min on the phone yesterday trying explain policy recited here on FT and then to direct the CS folks to one of GPC's FT posts on this subject.

Condensed Version:
One recent weekend night in Reston - a first closed lounge for me. I called Hyatt CS and asked for the points but the agent said no go. The agent noted that if the lounge is scheduled to be closed - Reston's is on the weekends - then the 2,500 points for a closed lounge is not awarded. I asked for the agent to double check. The agent put me on hold and a few minutes later came back to tell me that policy says it's a no go. I mentioned FT and tried to direct the agent to one of the GPC's posts about closed lounge points. That didn't work well. The agent offered me the 2,500 points anyways (a nice offer on Hyatt's part) but I didn't want special favors or a note in my file stating how I was provided a special favor. The agent went to get a supervisor and I sat on a hold again. The agent comes back and says "oh yea, you do get the points" (paraphrased). All in all a good result but way too much time spent on the issue

As an aside, what a nice and friendly CS agent. She spent a lot of time with me trying to figure out 1) what the actual policy is for a closed lounge and 2) how she could help me out otherwise. ^^^

Second aside, I asked about the closed lounge points at the hotel and my inquiry was summarily dismissed by the check in agent.

Cheers -

Originally Posted by Gold Passport Concierge
Hello everyone,

I hope everyone is having a great Wednesday! I just wanted to provide some clarification about the 2,500 bonus has not been changed. If you the Club is closed, you will be awarded 2,500 bonus points.

If you have any questions or concerns, please let us know.

Thanks,

Dana M.
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Old May 9, 2014, 11:00 am
  #27  
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Originally Posted by thegrailer
The agent noted that if the lounge is scheduled to be closed - Reston's is on the weekends - then the 2,500 points for a closed lounge is not awarded.
I'm thinking about visiting the DC area for some mattress runs later this year. Is the lounge at Reston closed every weekend? Do you know whether it is Friday and Saturday nights? Or Sunday nights as well? Thanks...
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Old May 12, 2014, 6:08 pm
  #28  
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Originally Posted by peteropny
This hotel is a rogue one with this, contact our Gold Passport Concierge.
The HR Indianapolis is an odd duck. On weekends you get breakfast at the restaurant. The lounge is closed in that they don't put out food. But the room itself is still open and you can go in and grab soft drinks and juice. Heck, I spent a few hours in there working on Sunday. The hours clearly state that they are closed, but for some practical purposes, you can let yourself in. Shrug.
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Old May 12, 2014, 7:51 pm
  #29  
 
Join Date: Jun 2008
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Posts: 660
Bonus points for club lounge closed

Santa Clara does the same thing.
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Old May 13, 2014, 3:55 am
  #30  
 
Join Date: Jan 2013
Location: Houston
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If we get bonus points for the lounge being closed, are the points coming directly from/being charged the hotel? Does it cost the hotel money for those points?
XCstud is offline  

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