Why Does Hyatt Deduct Points For Award Stays Immediately But Never Refund The Points?
Oct 25, 2010, 10:28 am
#1
Original Poster
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,671
Why Does Hyatt Deduct Points For Award Stays Immediately But Never Refund The Points?
So Hyatt now takes points out of your account right when you book an award stay. Fine. Less people booking speculative awards.
But why when the award is canceled do the points not get returned automatically?
Hyatt CS agents always say that the points will go back automatically within 24-48 hours, but 100% of the time I find myself calling back a few days later to get the points manually returned.
And if I ask right away when I cancel for the points to be manually put back I often encounter strong resistance from the agent.
And on a related note, why can't awards be canceled online? If they can be booked online surely there must be a way to allow them to be canceled online as well!
But why when the award is canceled do the points not get returned automatically?
Hyatt CS agents always say that the points will go back automatically within 24-48 hours, but 100% of the time I find myself calling back a few days later to get the points manually returned.
And if I ask right away when I cancel for the points to be manually put back I often encounter strong resistance from the agent.
And on a related note, why can't awards be canceled online? If they can be booked online surely there must be a way to allow them to be canceled online as well!
Oct 25, 2010, 10:42 am
#2
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
We all know that Hyatt's IT leaves a lot to be desired and that one has to live with it...
They get an email from me once a month with a summary of all the points that are missing and normally it is corrected within a couple of days...
Much easier in comparison to contacting them after every stay, not to mention calling them...
It is inconvenient?
Yes, but I cannot say that SPG or IHG are significantly better, so there is no competitive disadvantage at all and I highly appreciate the ability to book awards a minute before the stay now vs. a week before only back in the days... ^
They get an email from me once a month with a summary of all the points that are missing and normally it is corrected within a couple of days...
Much easier in comparison to contacting them after every stay, not to mention calling them...
It is inconvenient?
Yes, but I cannot say that SPG or IHG are significantly better, so there is no competitive disadvantage at all and I highly appreciate the ability to book awards a minute before the stay now vs. a week before only back in the days... ^
Oct 25, 2010, 12:20 pm
#3
Join Date: May 2003
Location: New York, NY
Programs: Hyatt Diamond, AA Platinum
Posts: 931
I know members used to be able to cancel award stays online (but modifying an award stay online was never possible--at least that I could remember.) But that seems to have changed now.
Oct 25, 2010, 1:58 pm
#4
Moderator: CommunityBuzz!, OMNI, OMNI/PR, and OMNI/Games & FlyerTalk Evangelist
Join Date: Nov 2000
Location: ORD (MDW stinks)
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Oct 25, 2010, 2:03 pm
#5
Original Poster
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,671
Yes, when they stared pulling points at the time of booking they stopped letting us cancel online.
Oct 25, 2010, 9:54 pm
#6
Join Date: Jul 2010
Programs: UA
Posts: 255
Couldn't agree more. I experienced exactly the same experience as you did. I made a few award reservations and I had to made the first call to cancel the reservation and waited a few days to call to get the points back. 
SPG is much easier--booking and canceling all doable online.
SPG is much easier--booking and canceling all doable online.
So Hyatt now takes points out of your account right when you book an award stay. Fine. Less people booking speculative awards.
But why when the award is canceled do the points not get returned automatically?
Hyatt CS agents always say that the points will go back automatically within 24-48 hours, but 100% of the time I find myself calling back a few days later to get the points manually returned.
And if I ask right away when I cancel for the points to be manually put back I often encounter strong resistance from the agent.
And on a related note, why can't awards be canceled online? If they can be booked online surely there must be a way to allow them to be canceled online as well!
But why when the award is canceled do the points not get returned automatically?
Hyatt CS agents always say that the points will go back automatically within 24-48 hours, but 100% of the time I find myself calling back a few days later to get the points manually returned.
And if I ask right away when I cancel for the points to be manually put back I often encounter strong resistance from the agent.
And on a related note, why can't awards be canceled online? If they can be booked online surely there must be a way to allow them to be canceled online as well!
Oct 26, 2010, 10:17 am
#7
Original Poster
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,671
Couldn't agree more. I experienced exactly the same experience as you did. I made a few award reservations and I had to made the first call to cancel the reservation and waited a few days to call to get the points back.
SPG is much easier--booking and canceling all doable online.
SPG is much easier--booking and canceling all doable online.
Hello, they NEVER do unless the agent manually puts them back in at the time of cancellation.
And yes SPG is much better, and the points always go back automatically when canceled online within 24 hours without ever having to call.
Oct 26, 2010, 10:43 am
#8
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
SPG also gets an email once a month as a reminder to add missing points to my account, especially the 250/500 point Platinum bonus...
Oct 26, 2010, 10:52 am
#9
Join Date: Aug 2010
Location: MUC
Programs: LT Marriott Gold, Velocity Gold, Accor Gold
Posts: 335
Not sure why you are having so many problems, but I cancelled a reservation within the past few months and I was able to do it online and the points automatically returned to my account.
Oct 26, 2010, 11:01 am
#10
Join Date: Apr 2010
Location: Canada
Programs: AA EXP 3.2MM, Hyatt Courtesy Card/Diamond, Hertz #1 Gold
Posts: 764
Oct 26, 2010, 12:04 pm
#11
Original Poster
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,671
Oct 26, 2010, 12:55 pm
#12
Join Date: Apr 2010
Location: Canada
Programs: AA EXP 3.2MM, Hyatt Courtesy Card/Diamond, Hertz #1 Gold
Posts: 764
Oct 26, 2010, 1:03 pm
#13
Join Date: May 2003
Location: New York, NY
Programs: Hyatt Diamond, AA Platinum
Posts: 931
Oct 26, 2010, 1:10 pm
#14
Join Date: Apr 2010
Location: Canada
Programs: AA EXP 3.2MM, Hyatt Courtesy Card/Diamond, Hertz #1 Gold
Posts: 764
Oct 26, 2010, 3:55 pm
#15
Original Poster
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,671
And unless you get that rare outstanding rep that manually puts the points back in your account you'll be calling back again a few days later because the system isn't refunding points back like it should.
Such a PITA!
Bring online cancellations back and have it refund the points upon cancellation as quick as Hyatt.com now zaps the points out of your account upon redemption.