Hyatt Gold Passport System Maintenance (Dec 15-18, 2015)
Dec 27, 2015, 8:28 pm
#361
Join Date: May 2003
Location: Texas
Programs: Hyatt Glob (Barely); Marriott Plat Life; AA Up and Down Now Plat; Hilton, UA, BA, HA Peasant
Posts: 2,669
Possibly
I cancelled a reservation just as the site came up on 12/19 but I just noticed I've been billed for the stay. Unfortunately, I did not check my email on 12/19 and would have noticed I did not rec a cancellation confirmation. I wondered if the hotel ever rec the cancellation. Will be contacting Diamond desk tomorrow. 
anyone else had similar experience?
anyone else had similar experience?
On the other hand I see they just gave me the points and stay credit for a really expensive stay in New Jersey. Haven't been to the hotel in years. The real guest spends much more freely than me, so I suppose the real guest will be looking for their points soon.
Last edited by jayer; Dec 27, 2015 at 10:20 pm
Dec 27, 2015, 11:11 pm
#363
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,436
Dec 28, 2015, 5:48 am
#365
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
Stays now posted
By the way, all my stays through 12/25 have posted now. So it seems that they are actually ahead of schedule with regards to posting stays. At least for me! ^
Dec 28, 2015, 6:27 am
#366
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
type Exception report
message
description The server encountered an internal error () that prevented it from fulfilling this request.
exception
java.lang.NullPointerException
com.hyatt.util.ContextPathPipelineUtil.service(Con textPathPipelineUtil.java:361)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
com.hyatt.NoCacheServlet.service(NoCacheServlet.ja va:33)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
com.hyatt.util.CSRFTokenUtil.service(CSRFTokenUtil .java:273)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
com.hyatt.reporting.ReportingCookieServlet.service (ReportingCookieServlet.java:110)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
com.hyatt.tracking.TrackingCookieServlet.service(T rackingCookieServlet.java:158)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
atg.servlet.sessionsaver.SessionSaverServlet.servi ce(SessionSaverServlet.java:2442)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
atg.userprofiling.AccessControlServlet.service(Acc essControlServlet.java:602)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
atg.userprofiling.PageEventTriggerPipelineServlet. service(PageEventTriggerPipelineServlet.java:169)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
atg.userprofiling.SessionEventTrigger.service(Sess ionEventTrigger.java:461)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
com.hyatt.util.ThreadNameServlet.service(ThreadNam eServlet.java:39)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
atg.userprofiling.ProfileRequestServlet.service(Pr ofileRequestServlet.java:480)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
atg.servlet.pipeline.PipelineableServletImpl.servi ce(PipelineableServletImpl.java:279)
com.hyatt.util.Log4jExtensionsServlet.service(Log4 jExtensionsServlet.java:91)
atg.servlet.pipeline.PipelineableServletImpl.passR equest(PipelineableServletImpl.java:116)
Dec 28, 2015, 6:55 am
#367
Join Date: Oct 2003
Location: TPA
Programs: DL Plat, AA Plat Pro 2MM, HH Diamond, WoH Globalist, Bonvoy Gold
Posts: 2,207
Well, it was. I had two stays last week that had problems.
The first was a one-night reservation that I made in October and modified to a prepaid rate on December 6. When I arrived, the hotel had no record of the reservation, and I had to show a confirmation email to get the agent to check with central reservations. It was in the central system. However, when I checked out, the only charge on my folio was a $10 parking charge, showing that I would receive 50 points and no stay credit. When I pointed this out, I was told that I would receive credit for the stay, but I did not.
The second was a two-night reservation I made in early December, filed a successful BRG claim on, and applied a DSU to on December 10. I had no issues at check-in, but when I checked out, the bill showed a $340/night rate (the rate for the suite I was upgraded to). The hotel's system showed that I had booked the suite, not upgraded to it. I had to show the email I got for the BRG claim. The rate was changed, but the stay does not show on my account.
These might just be two isolated issues not related to the system maintenance. However, in over 20 years as a HGP member (and the past 5 as a diamond), I had never had either of these issues occur. Having both of them occur last week suggests that the reservation system--or, at least, communication between the central systems and hotels--was affected.
The first was a one-night reservation that I made in October and modified to a prepaid rate on December 6. When I arrived, the hotel had no record of the reservation, and I had to show a confirmation email to get the agent to check with central reservations. It was in the central system. However, when I checked out, the only charge on my folio was a $10 parking charge, showing that I would receive 50 points and no stay credit. When I pointed this out, I was told that I would receive credit for the stay, but I did not.
The second was a two-night reservation I made in early December, filed a successful BRG claim on, and applied a DSU to on December 10. I had no issues at check-in, but when I checked out, the bill showed a $340/night rate (the rate for the suite I was upgraded to). The hotel's system showed that I had booked the suite, not upgraded to it. I had to show the email I got for the BRG claim. The rate was changed, but the stay does not show on my account.
These might just be two isolated issues not related to the system maintenance. However, in over 20 years as a HGP member (and the past 5 as a diamond), I had never had either of these issues occur. Having both of them occur last week suggests that the reservation system--or, at least, communication between the central systems and hotels--was affected.
Dec 28, 2015, 8:42 am
#368
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,574
That's a non-starter. Marriott got the stay. *shrug*
I'm glad I don't have any pressing GP needs, as here we are a week later and it sounds like the site is still a disaster. I did log in to validate my balance and a couple of stays booked for February...thankfully, they appear fine.
Dec 28, 2015, 8:47 am
#369
Join Date: Feb 2013
Programs: Hilton Diamond
Posts: 4,253
My activity from last weekend has finally posted and I am hopeful the activity from this weekend posts in a more normal time frame. That said, I hope things get more functional by the time I start booking trips in a few weeks (will enjoy the quiet time not having to deal with this).
I do have to comment that while it was easy again making Hilton Diamond, it did require a few extra stays at the end of this year for me to maintain Hyatt Diamond and to be frank between the way they have handled this maintenance and the system, it has made me wonder a bit why I was bothering.
I do have to comment that while it was easy again making Hilton Diamond, it did require a few extra stays at the end of this year for me to maintain Hyatt Diamond and to be frank between the way they have handled this maintenance and the system, it has made me wonder a bit why I was bothering.
Dec 28, 2015, 10:25 am
#371
Join Date: Oct 2003
Location: Mountain view, ca, usa
Posts: 51
GP not updating for Front desk ?
I checked in to a Hyatt House recently and asked about an upgrade to a 1br suite.
The FD clerk said that as a platinum I wasn't able to get an upgrade. when I said I was diamond he said that isn't what his system showed.
I had to pull out my phone and show the hyatt website to confirm that " my system" showed I was a diamond.
Eventually the upgrade was given but I'm wondering if this is part of the upgrade impact.
The FD clerk said that as a platinum I wasn't able to get an upgrade. when I said I was diamond he said that isn't what his system showed.
I had to pull out my phone and show the hyatt website to confirm that " my system" showed I was a diamond.
Eventually the upgrade was given but I'm wondering if this is part of the upgrade impact.
Dec 28, 2015, 10:53 am
#372
Join Date: Aug 2001
Posts: 9,677
I checked in to a Hyatt House recently and asked about an upgrade to a 1br suite.
The FD clerk said that as a platinum I wasn't able to get an upgrade. when I said I was diamond he said that isn't what his system showed.
I had to pull out my phone and show the hyatt website to confirm that " my system" showed I was a diamond.
Eventually the upgrade was given but I'm wondering if this is part of the upgrade impact.
The FD clerk said that as a platinum I wasn't able to get an upgrade. when I said I was diamond he said that isn't what his system showed.
I had to pull out my phone and show the hyatt website to confirm that " my system" showed I was a diamond.
Eventually the upgrade was given but I'm wondering if this is part of the upgrade impact.
Dec 28, 2015, 11:06 am
#373
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,574
Well, if an FD clerk said "You're only Platinum, so no upgrade for you", it would imply that he's willing to do it for a Diamond.
Therefore, if the clerk said that and I was actually a Diamond, I'd also pull out my phone and try to show him.
It would be different if he said "we're sold out...no 1BR available" or "we never upgrade anyone here, you wanna pay for that suite?" The reference to the status suggests that correcting the mistake yields the upgrade.
Therefore, if the clerk said that and I was actually a Diamond, I'd also pull out my phone and try to show him.
It would be different if he said "we're sold out...no 1BR available" or "we never upgrade anyone here, you wanna pay for that suite?" The reference to the status suggests that correcting the mistake yields the upgrade.
Dec 28, 2015, 12:22 pm
#374
Join Date: Feb 2005
Programs: Bonvoy Lifetime Titanium, Hyatt Globlist, Hilton Silver, Amtrak Select Plus, UA Silver
Posts: 2,025
Not sure what is meant by "generic". Do you have intimate knowledge of the GP system and Hyatt's reservation system to state one does not affect the other? Just from the very basic fact that the GP website can make/cancel reservations would imply they are linked.