Hyatt Gold Passport Update
Feb 26, 2015, 7:58 pm
#121
Join Date: Jan 2012
Location: Osaka
Programs: Hyatt Explorist, Hilton Gold, UA
Posts: 3,158
I just checked in to a full service Hyatt with a confirmed reservation for a Deluxe King room made over a month ago. I am a long time Diamond member, and have already had 20+ nights in the first two months of 2015. I was given a room with two queens. When I asked for my booked room and bed type I was told it wasn't available.
I brought up the "guarantee of confirmed bed type" and I was brushed off with a shrug of the shoulders. No compensation or apology was offered.
The behavior of the hotel does seem rather against the "commitment" that the above post refers to...
And my experience hopefully won't be brushed under the carpet as a "less than 0.1% of elite members" scenario!
Look forward to hearing your view.
I brought up the "guarantee of confirmed bed type" and I was brushed off with a shrug of the shoulders. No compensation or apology was offered.
The behavior of the hotel does seem rather against the "commitment" that the above post refers to...
And my experience hopefully won't be brushed under the carpet as a "less than 0.1% of elite members" scenario!
Look forward to hearing your view.
Feb 26, 2015, 8:08 pm
#122
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
If it was at a hotel I frequent and they were very apologetic and I was in a good mood I would let it slide, otherwise I would refuse to pay the full rate. If the room is sold as "guest room" and your preferred bed type is not available, that is a failure of GP, if it is sold as "King Room" and that is not available, that should legally require compensation.
Room(s) Booked: KING BED
Room Description: Deluxe King bed : 42 in flat screen TV : Dish satellite : Contemporary : Refrigerator
Room Description: Deluxe King bed : 42 in flat screen TV : Dish satellite : Contemporary : Refrigerator
Feb 26, 2015, 8:18 pm
#123
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,439
Agree with OsakaWino. Refuse to pay, escalate to Hyatt Gold Passport management, and rest assured that they will make it right.
Feb 26, 2015, 10:20 pm
#124
Suspended
Join Date: Sep 2009
Location: Monte Sereno, California
Programs: Hyatt Globalist, AA EXP, 2 mm, Marriott Gold
Posts: 1,398
I would put up a stink about it until they say, what would you like us to do for you... ask for points... Let's not forget they are in the hospitality industry.
"generous and friendly treatment of visitors and guests : hospitable treatment"
You booked a King Room, if they did not provide it, it's time for Hyatt to kick in the Hyatt Touch and be hospitable!
"generous and friendly treatment of visitors and guests : hospitable treatment"
You booked a King Room, if they did not provide it, it's time for Hyatt to kick in the Hyatt Touch and be hospitable!
Feb 26, 2015, 10:39 pm
#125
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
Just as I expected: such denials might be rarer, but with no guaranteed compensation, the hotel has less incentive to get it right.
I'd ask for 10K points, since they canceled the 5K points guarantee because "it wouldn't happen".
I'd ask for 10K points, since they canceled the 5K points guarantee because "it wouldn't happen".
Mar 1, 2015, 3:19 pm
#126
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
I reported this to HGP on Thu evening, checked out of the hotel on Friday. Got an email response saying it is being investigated by customer service, and they will reach out to me shortly. Haven't heard back from them yet.
Mar 1, 2015, 4:19 pm
#127
Join Date: May 2013
Programs: HHonors Diamond AA Platinum
Posts: 301
Good luck. I got that same "be back shortly" on two different occasions in the last 30 days. I have to keep calling back every 5-7 days to get anything accomplished.
Mar 1, 2015, 5:40 pm
#129
Join Date: Mar 2013
Location: SEA
Posts: 3,955
Highly likely. Otherwise why pull the compensation? If it really almost never happened, then they wouldn't have to give away points with the guarantee. The only reason to stop compensating with points is if it was costing too much.
Mar 10, 2015, 10:56 pm
#130
Join Date: Jul 2005
Location: ORD-LAS
Programs: UA MM 1K, Hyatt Globalist, Marriott Titanium Elite
Posts: 4,419
Bonus for Bed type needs to come back
Today was my 3rd stay this year where I didn't get my bed type. In the past 4 years as a Diamond, I always got my bed type.
It could be coincidence, but something needs to be done.
It could be coincidence, but something needs to be done.
Mar 10, 2015, 11:01 pm
#131
Join Date: Jul 2012
Location: San Francisco, CA
Programs: Jose Cuervo Gold, Bud Light Platinum, Schwab 401K, VW Bug 2MM
Posts: 1,103
Mar 11, 2015, 9:17 am
#132
Join Date: May 2006
Location: SAN
Programs: Lots of faux metal
Posts: 6,425
Don't worry, Jeff Zidell said "Rest assured, the hotels are committed to getting this right." So, it must be a coincidence.
The whole bed "guarantee" is stupid if there isn't something in place to enforce it.
Mar 11, 2015, 2:47 pm
#133
Join Date: Jul 2005
Location: ORD-LAS
Programs: UA MM 1K, Hyatt Globalist, Marriott Titanium Elite
Posts: 4,419
If it's 2 queens then I'm ok but last night 2 doubles after I had booked a King just didn't work.
I love Hyatt but this needs to be corrected. I was told it was due to my 11pm arrival.
I love Hyatt but this needs to be corrected. I was told it was due to my 11pm arrival.
Jun 10, 2015, 3:44 am
#134
Ambassador: World of Hyatt
Join Date: Mar 2002
Location: UK - the nearest airport is named after a motorway !
Posts: 4,236
bed type guarantee still on website
making a res just now, and under the 'special request' dropdown I noticed that the bed type is still 'guaranteed', with a hyperlink on 'guarantee' which takes you here:
Sadly, I expect this to be more a result of Hyatt's crappy IT than anything else...
Originally Posted by Gold Passport website
This benefit is reserved for Hyatt Gold Passport® Platinum and Diamond members only and is available at Hyatt Hotels & Resorts ® worldwide except Hyatt Regency Tokyo. Hyatt Gold Passport Platinum and Diamond members will be guaranteed the bed type (i.e. king, queen, double etc.) for the room type selected at the time of reservation. If the hotel is unable to honor the bed type at check-in, members will receive 5,000 Hyatt Gold Passport bonus points and their room will be changed the next day for the requested bed type.
Jun 10, 2015, 5:53 pm
#135
Join Date: Dec 2014
Location: LAS
Posts: 133
making a res just now, and under the 'special request' dropdown I noticed that the bed type is still 'guaranteed', with a hyperlink on 'guarantee' which takes you here:
Sadly, I expect this to be more a result of Hyatt's crappy IT than anything else...
Sadly, I expect this to be more a result of Hyatt's crappy IT than anything else...