As a Diamond member, I booked my room using points for 2 nights. We are 2 adults and 2 kids (6 year old and 17 month old). I am expecting an upgrade upon check-in since I am a Diamond member.

But the concierge is demanding me to book another room which will cost 410 Euros per night. This is not what I expected for a Diamond member. They site legal reasons. My travel is next week and this is the email I received today. In the US/Canada, there is absolutely no problem with any Hyatts imposing this.

Is there any flexibility with this rule?