It actually makes sense. These are people who made strategic decisions to not qualify for Platinum status because falling from Ambassador to Titanium or Titanium to Platinum would still leave them eligible for upgrades, lounge access and breakfast. FTers tend to know the ins and outs of programs and take advantage of them. So someone who was Titanium or Ambassador and debating whether to work hard to get Hyatt Globalist or to work to get to Platinum would have relied on the Marriott employee telling them they would get a soft landing to Titanium or Platinum and focus efforts on Hyatt. I certainly focused on Hyatt as I knew or would be impossible to meet the spend to retain Ambassador and I knew I’d maintain Titanium as I have LTTE. I’m disappointed, but not surprised, that the frontline staff were told to communicate one thing and management and/or IT didn’t stand behind it. It isn’t acceptable in any interaction with any company.