Originally Posted by
donalduckn
Title is overly melodramatic and I am aware of the privilege I have to even post about something as trivial as complaint about a Park Hyatt but I confirmed a suite upgrade months ago and even have a screenshot of the date and standard suite eligible for suite upgrade award. I emailed my globalist concierge and she confirmed my suite upgrade. Now coming up to my stay, I received a welcome email from the Park Hyatt Bangkok and I replied about my excitement and how we were looking forward to celebrating our anniversary with the suite upgrade. Within 24 hrs I got an email labeled urgent from the hotel saying that there was no suite upgrade available and that they refunded my award. This is my first year reaching globalist and so I have limited experience with SUA but does this happen often? I feel duped and am frustrated and disappointed that I'll have to tell my husband we aren't getting a suite which again I know isn't the end of the world but it has soured our experience before even arriving. Is there any recourse? I feel like I messed up by mentioning the suite upgrade award in my email but also read horror stories of people checking in and being denied their confirmed SUA. I emailed my concierge and all she can tell me is that she messed up when she confirmed the suite upgrade but wouldn't tell me any more than that. Has this happened to anyone and if so, what did you guys do? I'm not sure if the hotel is playing games with SUA and decided they could sell the suite instead of upgrade me or if I really would have been SOL at check in.
Forward the entire email thread to
consumeraffairs@hyatt.com and cc the hotel and your Concierge. I'll PM you the GM's email, too.
Say something like:
Given this error is due to Hyatt's mishandling of the process I would like to be confirmed in a Premium Suite using this SUA and for Hyatt to find a solution with the property directly. As the customer, and a Globalist, I expect Hyatt to find a reasonable solution.
We generally only book suites and I know that for some staying a standard hotel room isn't an option.
The worst part of this is that the hotel will likely upgrade you on check in as a Glob to a suite, including a Premium one. I prefer to have conformation in advance as I don't like to play the upgrade lottery. I'm a firm believer of book the minimum room type you're willing to stay in.