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How to deal with an upgrade that is really a downgrade

How to deal with an upgrade that is really a downgrade

Old Mar 14, 19, 9:57 pm
  #1  
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How to deal with an upgrade that is really a downgrade

Hi guys. I'm curious how to deal with a situation. I can provide the backstory if needed, but to try and keep this short, I checked into a Hyatt today to find that my reservation had been "upgraded" (in quotations) to a room I did not want.

When it (my refusal to accept the slightly more expensive but clearly inferior room) got to the point that the front desk was taking me around to show me other rooms, the employee finally admitted that a wedding party was coming this weekend and had taken all the rooms with 2 beds. It was not possible for me to get the room type in my reservation because the hotel had "upgraded" (not an upgrade to me) my reservation to 1 bed and then sold my room with 2 beds.

I'll speak to the manager when she arrives in the morning, so I'm just wondering if anyone has any prior knowledge how to approach this.
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Old Mar 14, 19, 10:33 pm
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From the FAQs:

Will I be guaranteed that my room will have the bed type, view or location I requested?

When making a reservation online, you can select a bed type specific room. Choices vary depending on availability.

Hyatt is committed to accommodating room type preferences and requests. Occasionally, we receive more requests than are available at a particular hotel or resort. If this happens, every effort will be made to meet your room preferences.
I actually thought there was a room type guarantee for Globalists but I guess not -- that's one rare advantage that Marri-wood has over Hyatt!
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Old Mar 15, 19, 2:59 am
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Originally Posted by platbrownguy View Post
From the FAQs:



I actually thought there was a room type guarantee for Globalists but I guess not -- that's one rare advantage that Marri-wood has over Hyatt!
Room type guarantee was there for Diamonds until about 5 years ago. not a benefit any longer unfortunately. That was a key benefit for me, too.

I don't think there is much that can be done in this situation, but may ask for some compensation in form of points?
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Old Mar 15, 19, 3:29 am
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I'd go to another hotel.

Edit: Actually, if the wedding party is "coming in" and not there yet, I'd simply insist on the room you booked. They can bump someone in the wedding party. As globalist you should be able to get this. I would not wait until the next day. If the front line employee can't handle it, insist that they get someone on the phone who can. If that means calling the manager at home, so be it.
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Old Mar 15, 19, 5:01 am
  #5  
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Originally Posted by jn in ca View Post
I'll speak to the manager when she arrives in the morning, so I'm just wondering if anyone has any prior knowledge how to approach this.
A standard resolution would be giving you the the best available room in the hotel and points equivalent to one night's stay.

You would also be justified in canceling and moving to another hotel.

When this recently happened to me at HR Bloomington, I told them I was doing #2 , and they gave me #1 .
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Old Mar 15, 19, 1:06 pm
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I've had this "upgrade" before. Fine when traveling with my wife. Not so great when traveling with a friend.

I noticed that all of my reservations have "KING BED" as a request in the comments, and so I ask my concierge to take that out when I'm traveling with a friend and to make it clear in the comments that I need two beds.

I haven't had an issue yet - although I have missed out on some good upgrades because nicer rooms typically have one king bed.

Not sure what I'd do in your situation, but I wouldn't be happy.
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Old Mar 16, 19, 4:17 am
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I appreciate everyone's responses, so let me tell you the resolution. I went to the front desk before the manager arrived and was told she'd call me as soon as she got in. I don't want to accuse her of dodging me, but after a couple of hours of "she's on a conference call" I was doubting the length of that call. Finally she simply empowered another employee to fix my problem.

That young lady asked about the problem and I explained I had stayed at this hotel many times (roughly 8 stays and 40 nights in the last year) but only recently I have arrived to be told the hotel is sold out and I cannot have my preferred room type. So this time I made sure to show up early, about 3:30, yet the hotel still would not honor the room type I reserved and gave the excuse the hotel is sold out. She asked if all I wanted was to change to a room with 2 beds.

Side note: By chance, this same thing had happened to me at a different Hyatt just a few weeks ago, but in that case the manager came out at check in, apologized that my room type was occupied, left notes to have me moved into the correct room the next day and refunded my points for the first night.

So I knew what I wanted before she asked, and I told her: I want my reserved room and I want the points back for last night. She said "Done." I've interacted with a couple of employees since then and it seems the employees have been instructed to apologize to me on behalf of the whole hotel.

Even though it screwed up my morning, IMHO, all's well that ends well. Best of all, the new room does not have the patio "upgrade," so now I finally have a "quiet room" where I don't hear the kids squealing in the pool. By my estimate Hyatt probably paid the hotel over $300 for last night's rewards night, and it probably cost the hotel less than $50 for the points they put back into my account. So all's well that ends well for the hotel too.

While I was at the front desk, I heard another guest phone to reconfirm her room preferences, the day before her arrival. I guess in the future I'll have to do that.
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Last edited by jn in ca; Mar 16, 19 at 4:25 am
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Old Mar 16, 19, 5:06 am
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Originally Posted by jn in ca View Post
By my estimate Hyatt probably paid the hotel over $300 for last night's rewards night, and it probably cost the hotel less than $50 for the points they put back into my account. So all's well that ends well for the hotel too.
I don't know anything about the hotel business from that side of it, but if it really works that way it seems like it's just begging for abuse.

I assume that the amount that Hyatt pays for a free night is fixed and nothing close to what you pay for the room? I know that this is how it works in Vegas when the hotel "sells" rooms to casino marketing to be comped to customers. Casino marketing pays for the room, but it's a small fraction of the published room rate. I know this because once they accidentally gave me an itemized printout of a folio that included this charge -- usually they filter that line out. I don't remember the exact numbers but it was well under $100/night for a suite (a real suite, not a large room that they label a suite). I think it's a fixed rate (or maybe a fixed weekday rate and a fixed weekend rate) -- it does not fluctuate the way that public rates do.
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Old Mar 16, 19, 6:10 am
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Originally Posted by VegasGambler View Post
I assume that the amount that Hyatt pays for a free night is fixed and nothing close to what you pay for the room?
No, the amount is not fixed. Properties are reimbursed a variable rate based on occupancy. I don't know the details, but I understand the charge to WoH can approach the rack rate if the property is sold out.
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Old Mar 16, 19, 6:19 am
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Originally Posted by skj View Post
No, the amount is not fixed. Properties are reimbursed a variable rate based on occupancy. I don't know the details, but I understand the charge to WoH can approach the rack rate if the property is sold out.
Wow, that's interesting. I stand corrected.
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Old Mar 16, 19, 6:31 am
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Originally Posted by 59Impala View Post
Room type guarantee was there for Diamonds until about 5 years ago. not a benefit any longer unfortunately. That was a key benefit for me, too.

I don't think there is much that can be done in this situation, but may ask for some compensation in form of points?
I didn't realize that Hyatt dropped the room guarantee.
I'd like to add that Marriott still has the Ultimate Reservation Guarantee, which specifies compensation for different things, including room type. Link: https://www.marriott.com/loyalty/mem...s/guarantee.mi
For Marriott, the compensation runs $25 to $100 cash, depending on the brand
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Old Mar 16, 19, 9:36 pm
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Originally Posted by platbrownguy View Post
I actually thought there was a room type guarantee for Globalists but I guess not -- that's one rare advantage that Marri-wood has over Hyatt!
The SPG guarantee was for everyone, regardless of status. That's probably the single greatest loss that came with the Marriott merger.
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Old Mar 17, 19, 6:20 am
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They removed the penalty paid for violations of the bed type guarantee (5000 points) on Jan 1, 2015

https://loyaltylobby.com/2014/12/11/...hanges-coming/

One thing that will be changing effective January 1, 2015 is the existing bed type guarantee policy. Today, this is applicable to elite members only, and members are awarded 5,000 bonus points if the reserved bed type is not available upon check-in. Less than 0.1% of elite members did not receive their confirmed bed type so in the future were guaranteeing that upon check-in all guests will receive the bed type confirmed, and there will no longer be any bonus points associated with non-compliance. Rest assured, the hotels are committed to getting this right!

of course, a guarantee without penalty for violating it is worth nothing.

If I had needed two beds (e.g., because I was traveling with someone who I dont want to share a bed with), I would insist on the bed type I requested with a room category I reserved or higher. If they cant provide that, I would accept two rooms for the price of one.

If the dont provide either, Id request getting walked to another hotel. As a Globalist (OP, not me), Id probably also call Hyatt Consumer Affairs if the Hotel was not cooperating.
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Old Mar 18, 19, 1:55 am
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I have "king bed" in my preferences on my profile. I generally book the cheapest room available, regardless of bed type, but I've always (literally, 100% of the time) gotten a room with a King (even if it required an upgrade)

If I ever did need two beds, I'd probably have to change my preferences (I don't know if you can override them for just one reservation?)
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Old Mar 22, 19, 10:07 am
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Originally Posted by VegasGambler View Post
I have "king bed" in my preferences on my profile. I generally book the cheapest room available, regardless of bed type, but I've always (literally, 100% of the time) gotten a room with a King (even if it required an upgrade)

If I ever did need two beds, I'd probably have to change my preferences (I don't know if you can override them for just one reservation?)
I book the cheapest which is usually two beds. I won't say I get king 100% of the time but almost always do get a king room unless they're sold out of kings.

If you need two beds, there's a comment/request section when you make reservations. Just write in the request section to ignore your King bed preference for this stay; you want two beds.
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