New point posting issues?
 

I have been Diamond for many years - seeing many and various point posting issues over the years with Diamond Amenity Points as well as the old G promos.

I have noticed the Diamond Amenity Points are posting much more accurately in the last several months, which is a good development. However, I now have noticed a trend of a different posting error -- base point calculation error.

The reported base point is always a few dollars short of the actual room rate. Never a fixed a mount, always in some fractional dollars. Say if the room rate was $99, only $94.60 or some random amount like that gets calculated into the base points.

I have called in several times over this but the reps are not nice about it. They insist that fax them a copy of the folio, even though I suggest I email it to make it go faster... It seems they just want to drag the issue out.

Has anyone else experienced similar problems lately?

I also have similar issue. When I manually calculate the base point, I am usually short of 20 to 50 base points short for almost every bill but I figured it is not worth my time to fix it..

Yeah I've noticed that too on a couple of recent reservations. And when I called in the Diamond line, they say I needed to fax or email the folio to the general gold passport fax/email since they can't access the folio online (although I'm able to access it online no problem). In the past they would always put me on hold and somehow look it up and fix it on the spot, but now they claim they can't look it up themselves.

so what happened when you emailed them the folio?

-David

I haven't emailed them yet - maybe that's what they're banking on, my laziness! I had forgotten about it until I saw this thread, but now I will email them to see what will happens.

If you don't mind giving GP Concierge your GP# and details, you can just PM them here. They are usually very helpful.

-David

Hello everyone!

If you would PM us the details of the stay, I would be happy to investigate the reason why for you! I am so sorry that you have been experiencing challenges lately, and we want to make sure that we have this corrected as soon as possible.

Thanks,

Dana M.

Good advice!

I pm'ed my reservation details to Dana the GP Concierge for two recent stays that were missing points and it was fixed within minutes without having to fax/email the folio or anything. Thanks Dana!

You and I have the exact experience. Previously, they would look up the folio and then adjust the eligible base amount, the computer would then recalculate the 30% diamond bonus - everything would be fixed in 2-3 min if the rep is seasoned and knows his/her around Hyatt's system. Lately, they are telling me they can't see the folio, even though I can open the folio on Hyatt's Gold Passport system. They insist that fax in the folio, which I did in several cases. It was NEVER corrected - I had to keep calling and calling until I find someone with some common sense for good customer service and just take care of it.

Back when Diamond desk customer service was better, the rep would even check the reservation detail if the folio is not yet available. However, they now would not take your word for anything. And would not look at reservation details.

This is not so such about the value is 20-50 points. I travel a lot, so I use Quicken to keep track of points/miles for all airlines, hotel, rental cars... to make sure major promo and stays are tracked and posted correctly. When the amount is short by 20-50, it causes a balance discrepancy between my Quicken balance and Hyatt system's.

I am in the computer world, and I am really shocked at the incompetence at Hyatt's IT. Is there ever gonna be a year that they have no posting error? They did it away with the G promo, so now it's only base point from room rate, 30% bonus for Diamond, and 1000 for amenity - how difficult is it to get this right?!

And I am sorry to say, I hate PM, because you never know when the issue will be resolved. Such fundamental issue should never occur. And if it did, it should be taken care by a very quick phone call - not something that drags out to be 30 min and require you fax in receipt and follow up god knows how many times after the fact...

Thanks for pointing this out. I probably would not have noticed except for your help.

It looks like all my stays in November, except for November 2nd and 30th, had the same posting issue.

For example, base rate was 89.10 but only 77.00 was used in the point calculation. Base rate was 87.00 but only 85.00 was used.

Weeeeird.

I will PM the details to Gold Passport Concierge who has always provided exceptional customer service.

Another update:

After I posted my concerns here, I did also call the hotel that I frequent at, where the shortage of eligible amount occurred.

Today, I got a call from the front desk manager and he said, after investigation, it appears the short is caused by my Diamond breakfast?! This Regency doesn't have lounge, so the Diamond breakfast happens in the restaurant. I would bill against the room and they would remove the charge. From what he told me, all Diamond related perks will short your eligible base amount? This just doesn't sound right, as it seems to penalize Diamond members!

I am questioning this explanation because the shorted amount is never the same. Suppose the Diamond breakfast does reduce earning, then why is the shorted amount vary, even from the same hotel? I had similar miscalculated base point issues at other Hyatts with RC... so i don't entirely believe this explanation.

This is becoming an increasingly mysterious problem.

I've been procrastinating on fixing my Hyatt account. Based on a rough look, it is going to take at least a whole day to fix all the missing diamond amenity points and get the extra 50 % for the ones that did not post properly for paid stays, get the diamond amenity points and closed lounge points for the award stays posted manually, add in some stays that did not post, have some property specific promos posted, and fix the incorrect base points for a bunch of stays (at least 8 different stays at two properties).

I might need to get a Private Line rep.

This actually sounds like a potential cause for this glitch, but not a justification.

I'm not a Diamond but I've noticed that I am always short points when I book a rate that includes breakfast (like the AAA Breakfast rates they have a few times a year). Of course, like your experience, the amount that is short is always different.

Errr! More short of points. I am facing 100% failure now. Every stay is short of base point or Diamond amenity. Who is Hyatt's VP of IT? They need to replace this person. I can get a middle schooler in Silicon Valley to write much more complex code and get it right the first time around. What shame!

I really dont mind the points not posting properly - Ive had it happen twice in the same trip in January. I politely send them an email, and they fix the problem and usually add between 250 and 1000 points on top per stay for my inconvenience. I'll take an email for 1000 points every day of the week. ;)

Same thing happens with the 15% bonus for plats. Its always off by a couple of points.

That being said I also have seen a weird amount show up as a bonus on a random stay two times. Its like 1186 points, a really obscure amount that isn't the base, isn't a third stay bonus and isn't the 15%.

I always figured I was somewhat ahead in the long run.

same here. i think they know there's discrepancies. usually when i inquire i always end up with more for my troubles.

customer service is great. IT is not.

Let the drama continue... I had to go to Orlando for a biz trip. Due to flight schedule, I decided to stay at Hyatt Orlando Airport on the arriving night and the night before departure.

Same room rate and same tax - basically the two invoices look identical.

Point postings are short, of course, for both nights and shorted by different amounts. What gives?!

IME I've seen points shorted by the amount of the "free" breakfast. In other words, they charge your room for breakfast and/or internet, then remove the charges because you're Diamond ... but when they removed the charges they also removed the corresponding amount of points.

I thought so too but doesn't explain why same hotel same room rate same breakfast cost resulted in two different posting short.

Dear Gold Passport Concierge,

I too constantly am facing this issue. The customer service reps are always so nice, that it was never really a "bother" calling. However, the last time I called, the rep wanted me to fax the folio, even though she was viewing it with me (as she was confirming the information I was viewing through the Hyatt account page). When she told me that I said, "C'mon, you gotta be kidding me. I'm not going to fax the folio when you can see it right in front on you." She chuckled, agreed, and fixed it right there. I love the customer service level, so I don't understand this stance. Is it a training issue, glitch, directive, etc? Any information you could share would be appreciated.

Thanks.

You know, I've noticed that a few times, when booking breakfast inclusive rates for $X, the rate is listed in the expense summary on my folio as some number smaller than X plus a breakfast charge. I can't remember specifics, sadly, but it jumped out at me as I suspect it could cause some folks issues with their expense processing. ($X is always less than the standard daily rate without breakfast.)

I'll try to look through my account and see if I can find an example.

As for the variation, I wonder if it has to do with whether the charges were removed manually or automatically on a given day?

Ok seriously...this is absurd. I just had to call GP again for another stay where I was shorted 700 points. No exaggeration here...I call and have to fix approximately 90% of my stays. They NEVER post right. The base points are ALWAYS off...it is to the point where I just expect to call after checking when a stay posts. Sometimes it has been as little as 200 points and sometimes around 2000. I never have an issue fixing it and it is usually a simple call to GP, and today the lady gave me an extra 2000 points as a courtesy even though I told her it wasn't necessary. The point is that I should not have to call every single time I stay to get the points right. I mean, how hard is it to program a system that calculates (a few stays ago..) 2 nights at 200 a night in the US with no other charges....400 x 5 = Base. Nope....WRONG! A lot harder than I think apparently.

My concern also is that if this is widespread, and I can't imagine it isn't based on how often it happens to me...how many other people don't bother or don't check. I highly doubt most people get out a calculator and check each stay after it posts. If Hyatt is shorting the average person, lets say 50 pts a night even...x ~500 properties x lets say 100 room nights a day...that would be 2.5 million points a night, or 912 million a year. Definitely not nothing. Obviously I am just making up numbers, but based on how often and how many points I have seen missing...I would not be surprised.

Ditto
 

Been shorted about 600 points on my Orange County stay. Sent two emails to GP with NO response or acknowledgement (using their form submittal off the web site).

My stay at Waikiki posted perfect. The breakfast at Orange County was backed out, we Clubbed it a Waikiki and I almost never have issues at HP.

In hind sight it does look like the breakfast in lieu of club may be the culprit.

Welcome points posting perfectly for over a year.

I never have this an on going issue with Hilton or Marriott. Seems nuts we all have to keep messing with this.