Originally Posted by
MasterPlanner
So it's interesting: I queried them in a couple of different ways. One response was simply, "this fee is in place for everyone" and the other was "refund is only applicable to 'eligible rates' and since this was booked at the AAA rate (on Hyatt website) then it's not eligible". First time I've ever been denied this request before...
AAA through Hyatt.com are absolutely eligible rates.
You need to contact the GM. At this point, he should do more than simply refund, you should also get some compensation now (a chunk of extra points) - as this is totally ridiculous: they have a) no right to take money that doesn't belong to them, and b) you have better things to do with your time than teach them how to follow written agreements. If that doesn't work go to Hyatt Corporate (via your Concierge would be a good start). Eventually you will get it resolved and the more steps you have to take the more compensation they should rightfully provide to you. Following the WOH Terms is NOT optional - it is a legal document. They clearly have training issues, and your escalating the matter as far as you need to go will make sure appropriate training is done.
BTW... looks like the GM is this guy:
https://www.hospitalitynet.org/appoi.../79018281.html