Its sad how this occured and it sounds like the same thing is happening at American Airlines. I think there were official diamond representatives in the past that were much more knowledegable but its clear that over the last year or so this hasn't been the case. Its like educating them on policy half the time.... I dropped my Diamond Line Rep when they made an error that costed me points and they wouldn't compensate for it. Even after acknowledging their error. I won't say more than this because Hyatt then might use that as a reason to drop some items just like they claimed Gx bonus's were dropped due to causing customer complaint issues (which were really training issues that didn't get resolved).

Now if we could use the 4 confirmed suite awards for Award stays I'd be very happy again It would make my smile even bigger than it is due to their great breakfast and walks policy. Overall I do think Hyatt is still near the top of most programs for perks.

People who get good representatives when they call in are just lucky now....
Its not anything to do with status or the 'diamond line'.