dw

Perhaps in part. But I think the big issue is that, accepting that the changes are generally unpopular but here to stay, Hyatt could have done a better job (particularly in the AMA) with just being honest and upfront in its communications with its members, rather than treating them as uninformed customers that would fall for the generally frowned upon (by knowledgable consumers) corporate-esque type of communications they've been using. (I.E. Don't try to shroud negative changes to a loyalty program by trying to convince loyal customers that what they really care about are "experiences".)