I booked an award stay at the Park Hyatt Goa using my free Chase night. I decided later I wanted to check out the Grand Hyatt, so I called the Diamond line to see if I could cancel the award stay without penalty. I specifically asked if there was a penalty for cancelling this, the agent said there would not be as it's an award night, and went ahead to refund the night. A few weeks later, I was charged a $160 cancellation fee. After exchanging emails with the property, I tried to plea my case, the Revenue Manager told me he has listened to the phone recording (is that even possible?) and never heard anyone say that. I am 100% certain that is not true but my case is dependent on a phone recording which I'll likely not be able to obtain. Finally he offered to refund my $160, only under the condition that I reinstate my free night booking.

I feel as though I've been strong armed by the property as a result of the agent misleading me, is there any way I can escalate this situation to Hyatt?

Thanks for any tips.