One time exception / interpretation on transferable / multiple NBT rm
 

Greetings and TIA for any pointer:
Booked online 1 by 1 a total of 6 NBT rooms for same hotel/night. 1 of 6 was booked as NBT Regency room. When I called up Diamond Desk (DD) to validate bed type, was told one person can hold max 3 rooms (system will confuse >3) and NBT can’t be booked as Regency (online reservation may not be reliable?!). DD offered to add my spouse’s name as 2nd guest to other rooms. Got email confirmation for 5 rooms in my name/bed type, one in spouse’s name still Regency.

Now within 7-day arrival (past cancellation deadline), just saw GP points deducted. Called DD who advised me only points reward is transferable so 1 night in my spouse’s name is deducted at Regency points rate. Additionally, as I can only stay in 1 room, the rest 4 under my name have to be points. Despite FFN years I was used to have multiple FFN rooms, this NBT is not FFN and the “transferable” term is interpreted strictly. After DD called the hotel, directly passed me to a DD supervisor (DDS).

DDS heard my confirmed and reservation and the same “transferable” term b/t FFN and NBT, called Hotel front office manager and granted one time exception to 5 NBT room under my name, but the 6th still has to be Regency points.

Now two questions:
1. It may be a right thing to do to cancel the Regency room as friends want to share instead of paying Regency points. It shows appreciation of Hyatt reward but not hold them to the confirmed reservation/contract to insist NBT Regency room as booked?

2. Any suggestion/experience on the one time exception might be applicable to this season NBT, this hotel, or this GP account?

You can find the Ts and Cs for the Next Big Thing promo here:

http://goldpassport.hyatt.com/gp/en/....jsp?wt=pop_up

Free Night Award(s) can only be redeemed for stays between October 15, 2009 and March 31, 2010 and are not transferable. Free Night Award(s) are valid with standard room accommodations only and do not include incidental expenses, gratuities, service charges or other hotel-specific charges. Free Night Award(s) are valid for single or double occupancy. Additional guests are subject to additional hotel charges.

The rules are explicit that the room booked must be a standard room. If you are a diamond, the room that you personally occupy should be upgraded to a Regency Club on the day of arrival.

The rules do not explicitly state how many rooms can be booked at a property on a specific night. I would expect any family member to be able to book multiple rooms for children/parents. I find it a little worrying that the agent was taking a very strict line in saying you can only book one room for a NBT redemption. I've always understood with Faster Free Night redemptions that I could book a room for a friend, as long as I was physically present, occupying another room, and able to check them in.

thx for the extra mile quoting and we r on the same page. Diamond member will be staying. It's GP web site offered Regency room on this rare occasion available for NBT reward.
Should Hyatt at least admit it's their reservation system error? With or w/o honoring repeated confirmation emails prior to cancellation deadline: original NBT Regency, and again reconfirmed 1 wk ago when bed type changed from profile default to my specified.

Now within 7-day / can no longer cancel, and without any email or phone contact to me, Hyatt took away Regency points. If I did not happen to find out myself before arrival, then a surprised FT may choose to pay with credit card and dispute, adding all compounded factors error on Hyatt side including DD human error "adding spouse as 2nd guest" to now treated as "transferred to spouse"