The background to this is a stay at the GH Singapore. I was told the only upgrade I was entitled to was to a club room (rather than the best available).
Post my stay the GH clarified this and old me that in fact should have got the best room, apologised and also gave me 6000 points into the bargain.

" Mr Jenkins, you are absolutely right that our Diamond Card holders will enjoy an upgrade to the best available room, excluding Suites on every stay. However, I would like to clarify that this arrangement is subject to the availability at the time of check in. I sincerely apologise that this information was inaccurately conveyed to you by our team members.'
So all was resolved, a happy customer.

Then i got this form Hyatt Consumer affairs:


Dear Mr. Jenkins:

Thank you for contacting Hyatt Hotels and Resorts; my name is Lawrence Robinson and I am with Hyatt Hotels Consumer Affairs. It is my pleasure to assist you.

I apologize for any confusion this may cause you however, the benefits of a diamond membership only entitles you to the best available room up to the regular club room. Unfortunately if you did want the king club deluxe room you would have to pay the upgrade charge. If there is anything else I may do for you please let me know.

I look forward to a future opportunity to assist you. Thank you for choosing Hyatt.

Sincerely,

Lawrence Robinson
Hyatt Hotels Consumer Affairs
9805 Q Street
Omaha, Nebraska 68127
Ph: (800) 323-7249, Ext: 6699
Fax: (402) 593 5157


Now i am really confused.......