Jeeves

Same here. Most of the time it's just a few points shy. Not worth calling about. Other times it is more like 10-20% short. There is something wrong with their system.

Perhaps I should make the "point shaving" a complaint on the hotel surveys I receive.

linuxchick

The lack of concern for data quality/integrity at Hyatt drives me crazy. Some of the algorithms are still blatantly coded incorrectly despite how many of us have informed them of the issues

Wonder how much time we've all spent analyzing our analyzing our points or promotion credits across multiple stays/months? Simply so we can instruct Hyatt as to exactly what the problem with their system is and step by step directions as to how to fix it.

If you're not a fan of data analysis then you may want to choose a different hotel loyalty program Annoying to think the value of my time that I spend simply getting my points is worth more than the actual points.

Perhaps the strategy is for Diamond members to double as QA testers (or more like Beta testers)


Hyatt snagged some eCommerce/IT execs from United a couples of years back but I have yet to see much improvement.

satori

I brought up this issue of Hyatt's poor points accounting last December on Loyalty Traveler.

http://boardingarea.com/blogs/loyalt...hat-about-you/

AMA

Interesting that the Hyatt 'puters and algorithms never seem to ADD points to a member's acct., eh?

Little here, little there, it all adds up big, doesn't it?

Be interesting to see what an audit of all stays(or, maybe just Diamond members) would turn up in the way of 'lost' points.

This ain't rocket science, folks.

price123

Most recent stay is obviously incorrect, unless I missed something in the changes announced this week (figures rounded):

Total bill: £550
Bill minus VAT: £440 = $700
700*5*1.3 = 4550 points.

I got 597 points

Gold Passport Concierge

Please PM your Gold Passport account information to us. We'll be happy to look into this.

Sincerely,

Nick B.

Stewie Mac

I tend to agree with this - points normally run just a little lower than expected, made more difficult by most hotels in Europe (where I stay) including tax within the rate, so very hard to understand if it is/should be split off the cost for point calculation. Life is too short.

dlflyer2

Hyatt is among the most aggravating loyalty program for points posting. Almost never have points posting correctly, in a timely manner or without having to call.

For me it is a detraction and a distraction from an otherwise generally good program.

cottonpatch

I'm only 1 out of 3 of my last Hyatt Place Welcome Amenity (1W) points posting. The only property (stay 1) that got it right even knew what it was. Because of there knowledge and proper implementation of the 1W bonus at this property it seems obvious to me that the problem with this bonus posting is solved at the Front Desk. The last HP property (stay 3) I stayed at was totally clueless about what the bonus was. I checked out and didn't have a high degree of confidence that the points would be posted. The hotel points were posted today and yes the 1W bonus fails to show up again.

The good news is that the "Request Missing Stay/Bonus" button worked on my previous missing stay (stay 2). Those bonus points did get posted today. Now I'll have to wait the requisite waiting period to request the proper credit for stay 3. And yes, Hyatt is very good about correcting points posting problems but it is a hassle to have to bird-dog the problem and facilitate the proper follow up.

I'm really diligently requesting upon check-in that the Diamond Amenity Welcome Bonus (1W) get applied instead of getting a welcome amenity (beverage, whatever it might be). I usually get met with blank stares (stay 2 and 3) but am reassured that my GP number is in the account and that I will get all of the points will be posted correctly.

Obviously there is a communication breakdown between Hyatt marketing and what front desk staff understand about the GP program. It's really not that complicated but it is a widespread problem. It makes me wonder how well they'll implement the new Diamond amenities such as 4pm checkout at non-resort properties. Or, will this be something else that customers will have to train the Front Desk staff on too.

canyonleo

Another data point:

I just called an reviewed seven of my 15-20 stays of the year, and all were calculated perfectly. The seven included stays at a Summerfield, domestic HRs, and an international HR.

J. Zidell, VP Hyatt Gold Passport

Dear FlyerTalkers,

I hope that you are having a great week traveling the world.

I’m writing you this note from the Regency Club at the Hyatt Regency Mumbai. This is my first trip to India, and I have really enjoyed it. We have some very exciting growth plans in Southwest Asia.

I wanted to address your concerns with the correct posting of points. I’m extremely disappointed whenever this happens, and I can assure you that we take this very seriously. Given the decentralized nature of our property management systems, we do find that issues pop up from time to time. Our goal is to fix these issues, as quickly as we can.

I wanted to let you know, that I hold myself personally accountable for any problems that you find with the posting of your points, and please feel free to email me directly at [email protected] whenever you find a problem, and we will address it immediately.

It’s important that we find and track these issues quickly, so we can address the root cause and not just put a band aid on the issue.

We appreciate your enthusiasm for Hyatt, and I wish you safe travels.

All the best,

Jeff

Jaimito Cartero

Will you be my PL rep?

cottonpatch

This is a very impressive post. It sincerely addresses an issue that is confounding to those that take the time to reconcile our GP points with expectations. I plan on taking the time to write in as requested. Not so much to get the points, but that the problem might be addressed and the perceived problems can be corrected.

Jeff, thanks for taking the time to post on FlyerTalk.

CopperSteve

^ to Jeff for taking the initiative here. Here's to hoping we see some positive results in the future.

Nearly all my foreign stays require a phone call to GP customer service. Thank goodness for FT, which has taught me to be vigilant with keeping track of my points - Hyatt or otherwise! Unfortunately, when I look back at the early days of my GP account (before I knew of the existence of FT), I shudder to see how many points I left on the table on stays too far out of date to be corrected now...

dw

It's nice to hear that this issue is getting attention from Hyatt. Although I greatly prefer Hyatt to Marriott, one thing that always strikes me about Marriott is their fantastic IT-- with the exception of a blip that occurred a few weeks ago, points always post automatically, in a timely fashion, and accurately.