I can easily imagine a bunch of new hires at 3am, in Eastern Europe, throwing their hands up and saying computer says no.

Especially if somebody more senior at the property has said that you can't reinstate a points reservation after the property management system has rolled dates (which would automatically mark the reservation as a no-show).

It's probably because they've done it incorrectly before and they believe that Hyatt will refuse to pay (hence the comment about pay being docked). So instead of learning how to do it the right way and take care of the guest, it's the guest's problem now. Too bad.

"Never attribute to malice that which is adequately explained by ignorance."