I have 2 Cat 1-4 Free Night Awards that I’m trying to use for a Cat 4 hotel. It has availability on points (ie, for a Standard Room) on both of the nights I want to book, but the issue is that the hotel (a Small Luxury Hotel) has a 2 night minimum stay on weekends and so the nights can’t be booked one at a time online.

Since the Hyatt website only allows Free Night Awards to be applied one night at a time, I figured if I called in then an agent could help make the booking for me.

Unfortunately the agents are just telling me that it’s not possible, and that even though the Standard Rooms are available on points, sometimes it’s just not possible to use Free Night Awards. They seem pretty confused as to why it’s not possible - at one point it’s that it’s the discretion of the hotel, at another it’s that maybe SLH’s can choose to accept points but not FNAs, at another point it’s just that FNA’s can never be used together.

My understanding is that Free Night Awards are intended to have the exact same availability as points - on the Hyatt FAQ it says about Free Night Awards: "World of Hyatt Standard-Room Free Night Awards are available when hotels have standard rooms available at the Standard Rate."

I haven’t found any other terms or conditions that indicate that sometimes FNA are arbitrarily not available even if there is a Standard Room available. One of the agents that told me that I can't make this booking spent a while looking for the relevant terms of the program that prevent me from using the FNAs but couldn't actually find any.

Very frustrating as I was really hoping to use these certificates for this particular weekend and am very surprised I can’t use them despite there being availability. I really feel like it's just an edge case where the FNA's have a technical limitation of one night at a time and this needs to be a 2 night booking, so I'm surprised the Hyatt agents can't just make the 2 night booking using both certificates.

Any one else dealt with this? Or any other suggestions of how to escalate, or am I wrong that I should be able to use these Free Night Awards?