Maximum Miles award
 

I don't know if this has been reported here before or not, but my Hyatt statement arrived today and it has a Maximum Miles award certificate since I stayed 3 times during the bonus period. It's good for 4500 miles, but I have to mail or fax it in which kind of sucks in today's automated society.

Perhaps they are hopeing that some will not be returned and thus go unclaimed?

I expect that is true, but the staff they have to hire to process the forms we send in would offset any savings.

I got mine this week as well. Odd part is that there is no address to send the certificate !

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Address is on the back in small blue print.

Tom

Yes there is. It's right above the fax numbers on the back.

Ah yes, the fine print it is. I expected an envelope !


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I have brought this matter up with GP. Last year they got my stays paid with the Amex card wrong. And guess what? This year too.

Seems that even when I request for the Amex Miles at check-in, the hotel does not necessarily note this remark on your check-in record. And then it depends if their accounts department follows up on the fact that it has been paid with Amex and forwards this information to Gold Passport. I use my Amex card on every stay at Hyatt hotels irrespective whether it is Maximum Miles or not. However, I have had to follow up each and every time with GP customer services. And honestly, this takes time and EFFORT. Something which I think is up to Hyatt to follow up and not me.

Similar promos by Starwood never went through such grief. I hope Hyatt management will come up with a better system next year.

We were sorry to hear that the Maximum Miles American Express bonuses were posted incorrectly to your account. Please be assured that Gold Passport Customer Service, will take all necessary steps to rectify any discrepancies to our members' Gold Passport accounts.

In the meantime, please note that your concerns regarding this promotion, will be addressed as we continue to improve the offers featured within our program.

Thank you and kindest regards,

Julia Moore
Internet Concierge


[This message has been edited by Gold Passport Concierge (edited 10-15-1999).]

Celestar340 -- What I have found to be the most effective means of managing my Hyatt account, is to constantly review the website, (although it is tough to interpret which points apply to which stay until the statement comes out) and to emial Hyatt to make the correction.

I have found that ~most often~ the hotel fails to add my 300 point airline partner bonus (at least 70% of the time), even though I ask upon check-in. This is not good.

On the good side, however, Hyatt is very quick to make whatever adjustment you request by email, and usually within a week.

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Don't I wish. I am currently short about 35,000 points from the program, due to missing bonuses and entire stays that never made it.

Since the turnaround time is so long for the monthly account statements, I typically get my April stays accounted for at the end of June, then I have to call for corrections. If they are fixed, I find out on the June statement mailed in September. If they are not (as is usually the case), the whole cycle repeats.

Here's a question for Julia: when corrections don't get made, what is the "statute of limitations"? I have over 20 corrections that I have called about since this spring that have not yet appeared. Do I have to send a written request for these? At what point am I SOL?

Attention TINO: We were sorry to hear that there are discrepancies to your Gold Passport account. Please note that as a Gold Passport member we recommend that any errors to your account be reported within 90 days of receiving your statement summary. However, as we value your support of Hyatt, we would be happy to investigate the variances to your account. Please E-mail your Gold Passport account number, and the missing stays to our office.

[email protected]

We hope to hear from you soon.

Thank you and kindest regards,

Julia Moore
Hyatt Gold Passport Internet Concierge

Attention JGILL: We were disappointed to hear that a large percentage of your stays have been missing the airline partner bonus points. We appreciate you bring these issues to our attention, so that we may address these problems. Please E-mail the specific information to our office so we may rectify the issue for you.

[email protected]

We hope to hear from you soon.

Thank you and kindest regards,

Julia Moore
Internet Concierge

Julia, could you explain the airline partner bonus to me?

I just checked out of the Hyatt Houston (downtown) this morning & asked about my airline partner miles. The clerk said you get either GP points or miles, not both. When I asked for a better explanation, I was told that's the way it always has been. Has something changed?

Since I needed to get to the airport for an early flight, I decided not to question it any further. BTW, that property only has video check-out available after 6AM, so any earlier you must stand in line to check-out. There were 8 people in line with 2 desk clerks at 5:45am.

Julia -- As I pointed out in my post, the GP Customer Service folks are very responsive to my emails, and corrections are quickly made. The weakness is: 1) More often than not, the airline bonus is not posted to my account automatically -- eventhough I request it at check-in, and 2) Your internet site does not provide detail of points posted for each stay until the statement is printed, thus, like Pino, I do not find an error until I get a paper statement months later.

Shadow -- you should get GP points, plus a 300 point airline partner bonus if you fly to/from a Hyatt location.

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