Unsure why FTers are attacking someone whose Concierge made a mistake and initially refused to make it right.

Rather than just return the SUS, Hyatt should have found a solution and proactively offered it.

I appreciate it’s not the hotel’s fault, but the Concierge shouldn’t be in their job if they can’t provide excellent customer service. A standard Hyatt agent would have likely provided a better experience. I’ve had agents on the phone go above and beyond. Concierges are supposed to provide a better and personalised experience.