Just ran into this situation -
Travel plans changed last minute and needed a room for tonight. The closest property (by 45 minutes) to my destination is a Hyatt Regency.
For whatever reason this Hyatt was nearly sold out, it’s a suburban Hyatt Regency so no big events anywhere nearby.
Anyways, I noticed a Standard Room available at the Standard Rate (I knew this was a Standard Room because we had booked it before), but not bookable on points. The room type said Two Queens Accessible Tub).
I did a dummy search into September found this same room type bookable on points.
I called the reservations line, they basically said it’s not bookable on points, nothing they can do.
I tried via Twitter, they said that room type is not eligible to be booked on points.
I called the hotel directly they didn’t even try to do anything they heard my inquiry and immediately transferred me to the reservations line.
Frustrated, I finally called the Globalist line the agent looked and they said Room isn’t eligible for points. I stood my ground and said, this is a standard room, it’s available on the Standard Rate per Hyatt Policy it needs to also be bookable as an Award stay. They reiterated this room cannot be booked on points. I decided to prove them wrong and said just one moment. I went and booked it for the September dates I saw on points, then came back letting the agent know the confirmation number to lookup for that room being booked on points proving it was indeed a standard room.
She looked and just said, Okay I’ll go check with my manager, “it’ll just be a few minutes”. She puts me on hold for 15 minutes then comes back to say she still hasn’t gotten in touch with a manager. I wait another 15 minutes, still no manager. I finally decide just to hang up and call MHC who’s schedule says they’re not in, but maybe I’ll get lucky.
Another MHC picks up stating this is the Concierge line. I explain to them the situation, and that all other Hyatt reps failed to assist. I further explain that it’s bookable at the Standard Rate so according to Hyatt’s T&C it should be bookable as an Award stay. She asks the guest count, property name and everything then says give her a moment. She comes back about 5 minutes later with a booking confirmation.
This is the absolute worst it’s been in terms of attempting to book an award room for me.
The cheapest room for tonight was selling for $500, using points I was able to pay 15k.
My second option was a Cat 3 Hyatt Regency but that’s about 45 minutes out of the way, so not ideal at all.