Originally Posted by
Beckles
I suspect that your situation is not typical because you decided to do a walk-up reservation.
I agree that it is odd to not see taxes, fees, etc. broken down, it is actually a much more consumer friendly practice that they show the all-in price for these resorts. There is a note when you make the reservations through Hyatt that 'Changes in taxes or fees will affect the total price' that lets you know those things are included in the rate. For all the grief hotels get over resort fees and other charges, I find it hard to complain about the hotel showing a fully loaded rate from the start and just not getting points on stuff I don't get points on at any other hotel.
Thanks Beckles, yes, I realized my need to be open/transparent that I booked on site in person. Even at the time I figured there was some risk, but was I supposed to tell the guy "Hey, I don't trust you'll do it right, so I'll just walk over here real quick, book online, and then you can finish up?" That just feels wrong. But, my (and your) intuition was right! Sigh...
Re the taxes, yes, I find it odd they weren't shown broken out like most reservations were, but I am not overly upset about this one. Much more so about the lack of being able to fix a human error on their part.
Did you suggest some form of compensation for their error that they can't fix? I guess it depends on how upset you are to decide whether it's worthwhile to continue the "relationship."
LAX
Honestly, the customer service agent made the suggestion, "let me call a supervisor and try to have your points fixed to what they should be for earning with Hyatt rather than AA." which is exactly what I wanted and what is right and fair.
Originally Posted by
Hydro88
They would be able to fix it by simply awarding you additional WoH points. That they don't take this route tells me that you don't have the necessary clout. For this reason, any additional efforts on your part don't stand a high chance of success - I would just stop trying.
The alternative would be to lawyer up and sue them
That's what I thought, but her claim is that they can't because they have no way of getting AA to remove the 500 miles I should therefore not have earned. And yes, I suspect I would win said lawsuit if there wasn't a clause in most loyalty programs that they can actually do whatever the heck they want... and the lawyer fees would be much higher than the value of the points. Something they are counting on, I am sure
Originally Posted by
skywalkerLAX
How did they even get your AA number, even for the 500 miles?
In my experience it really messes things up when you don't reserve your stay online and instead handle it through the hotel. Don't do that again in the future!
I guess the ideal solution for this would be to offer the customer 2000 points as compensation to get the matter over with and move on. If Hyatt doesn't want to do it then there no recourse really.
They have my AA number on file because each stay, and each flight I take, earns miles or points on both, at a rate of 1 point or mile per dollar. Something to do with being AA Gold and Hyatt Explorist. The customer service agent confirmed that earning Hyatt Points, NOT AA miles, was marked as my preference, for all standard reservations. I absolutely won't book in person again, but see my above reply to another poster as to why I ultimately did it, it felt rude not to! The solution should be them sending me the 3300+ points I legitimately earned, subtracting 500 if they wish since I got them on AA and shouldn't have... and an update... supposedly while corporate cannot do this, the hotel maybe said they are issuing me these points? To be honest, I suspect English was her second language and the manager's assistant's email to me was very confusing, we will see if indeed she was able to make it right. How can the hotel fix it but corporate can't?
Originally Posted by
jayer
If you look at your folio I'm going to guess your AA number is the Frequent Guest number attached to the folio; not your Hyatt number. Not sure how that happened, unless you gave it to the hotel as part of making the reservation or checking in, or, you are a repeat guest and have giving them the AA number before and that is what was on your local profile at the hotel.
What I don't know is how much influence the World of Hyatt program folks back at the mothership have over the indirect-relationship brands. (But apparently less). The pushback from the hotel may have been they reviewed the folio and had purchased the points requested. (Which is defensible if your AA number is what is on the final folio).
The one thing your Hyatt card is still good for is to hand to the FDC with the payment card. It is a prompt to them to check what loyalty points number they have on file. Seldom ever wrong anymore at a mainline Hyatt in the US with a system reservation made online. But I would think dropping the Hyatt card of some benefit at an affiliated brand elsewhere.
It sounds like you may have hit the fruit salad stage and time to call it a cheap learning experience.
I don't think I have a physical Hyatt Explorist card, do they still issue those? I did give the guy my Hyatt number at reservation/check in. I never gave him my AA number, it is saved in my profile though. The customer service agent confirmed my profile is checked to earn Hyatt points and NOT miles, but also stated apparently there is a weird rule when at Ziva/Zilara they are supposed to ask how you want to earn - as they are currently giving away 1000 AA miles per night - regardless of your normal earnings and base request. Unfortunately, they never asked. Also, I did earn qualifying nights and the bonus part of the miles, so it's not like they didn't have my number. Alas. I like your fruit salad description, heh. Hopefully the hotel is finally fixing the problem, time will tell! Still weird to me that corporate can't but locally they could but that's why I asked this forum... Was Ziva and Zilara previously separate or owned by another chain and Hyatt purchased them loosely but they aren't as tight to corporate? To be honest, I'd never heard of them until I became a Hyatt person. Is that how points work, the individual hotels purchase them as part of a marketing expense to get customers?