You and I have the exact experience. Previously, they would look up the folio and then adjust the eligible base amount, the computer would then recalculate the 30% diamond bonus - everything would be fixed in 2-3 min if the rep is seasoned and knows his/her around Hyatt's system. Lately, they are telling me they can't see the folio, even though I can open the folio on Hyatt's Gold Passport system. They insist that fax in the folio, which I did in several cases. It was NEVER corrected - I had to keep calling and calling until I find someone with some common sense for good customer service and just take care of it.

Back when Diamond desk customer service was better, the rep would even check the reservation detail if the folio is not yet available. However, they now would not take your word for anything. And would not look at reservation details.

This is not so such about the value is 20-50 points. I travel a lot, so I use Quicken to keep track of points/miles for all airlines, hotel, rental cars... to make sure major promo and stays are tracked and posted correctly. When the amount is short by 20-50, it causes a balance discrepancy between my Quicken balance and Hyatt system's.

I am in the computer world, and I am really shocked at the incompetence at Hyatt's IT. Is there ever gonna be a year that they have no posting error? They did it away with the G promo, so now it's only base point from room rate, 30% bonus for Diamond, and 1000 for amenity - how difficult is it to get this right?!

And I am sorry to say, I hate PM, because you never know when the issue will be resolved. Such fundamental issue should never occur. And if it did, it should be taken care by a very quick phone call - not something that drags out to be 30 min and require you fax in receipt and follow up god knows how many times after the fact...