Points booking available, but no 1-7 award availability?
Short story long:
I am trying to book a couple of nights in Mallorca for an Anniversary trip later this year.
There are two separate properties I am interested in. I have 2x 1-7 FNAs.
One property is a Cat 6, new to Hyatt. Up until about a week ago it was showing points availability for the dates I am looking at.
The other is a Award Category D. It is currently showing points availability for my dates.- Both are showing standard room availability for my dates.
- Neither are allowing me to book using my 1-7 Certs.
- Neither are on the "Standard-room Award Ineligible Property" list.
I'm of the understanding that since the Cat 6 is new to Hyatt, they might still be getting the system set up and that award certs might be bookable in the near future. However, It's concerning that points bookings were possible for the last two months and are now seemingly turned off (since the property still is showing standard room availability). It's also concerning that the Category D is not new to Hyatt (to my understanding), and opened for the season on May 1, so we're now 2 weeks past the hotel opening and still no 1-7s can be used.
I've been getting the runaround for almost 2 months from Hyatt customer support. Every time I have reached out with my case number to follow up, I get the same answer of "just keep waiting and checking back". I've been told "these hotels have opted out of using Cat 1-7 awards" (Really? That's not an option and is nowhere in the terms and conditions unless they are on the aforementioned ineligible property list). Every time I get an agent who states this, I ask them to escalate and get the aforementioned response to "check back in a few days". Both of these hotels are clearly in violation of the Hyatt terms and conditions by not allowing 1-7 certs to be used, and it amazes me that Hyatt can't seem to do anything about it to force the bookings through. Is there an elevated Hyatt customer support contact that anyone has had luck with to get a hotel to adhere to the terms and conditions?
I have even suggested that Hyatt trade my certs for 35k points each so I can just go ahead and book the Cat D before it sells out, since it is at least showing points availability. But they refuse and tell me that I'll need to use the certs before they expire. I was gifted these certificates specifically for this anniversary trip and I'd like to be able to make use of them. There's no Cat 6-7 properties near us and we won't really have a chance to use them anywhere else before they expire.