It's very clear to me that Hyatt reps, at least the first level ones that respond to regular queries, will basically make up answers that suit the situation.
I'm definitely surprised that there is no oversight, no accountability for these answers. They use a ticketing system which would allow for mistaken answers to be easily tallied against specific representatives.
Unfortunately, Hyatt seems to be content with these low-level reps spreading incorrect information.
I will say, it's possible that due to the changes from Gold Passport to WoH, that reps haven't been properly re-trained. But for some reason, Hyatt is leaving this to knowledgeable and/or tenacious customers to police.