GUWonder

Hotel management/staff attempting to gaslight loyal customers? Can't say I'm surprised by it. I've heard various upgrade-denying excuses from so many different properties and brands across hotel groups that it seems like the industry staff are trained to parrot certain lines to try to deny the upgrades that are due under the hotel program terms and conditions. Often I wouldn't even care if they upgrade me or not, but at least be honest with me about their preference to not provide the complimentary upgrade due whatever the real reason is for their refusal to stick to program terms applicable to upgrade benefits.

Some hotel groups and hotels are worse about this than others; and some hotel management and employees are worse about this than others even within the same organization/property. Hyatt is usually on the better end of this stuff in the industry. But as some diseases in the industry just spread and spread, it can be risky to count on what was counted on before with hotels honoring the benefits as required under the program terms and conditions sold to customers.

CMK10

Hyatt Regency San Diego Mission Valley
Cash Rate
3/11-13
Booked Standard King

Received an email ahead of my stay asking if I needed anything. I said I'd like a suite. I was upgraded to a Corner King Suite in the tower.

lowjhg

Alila Ubud next month
Booked: Forest Edge Villa
I hope i wont get downgraded to a lesser suite again

168

Booked: 1 King Bed, 5 nights
Applied: Tier Suite upgrade to Grand Executive Acropolis View Suite with 1 King Bed
At Check-In: Grand Executive Terrace Acropolis View Suite with 1 King Bed

eldekeu

Yeah I now realize that this was only possible for me because I stayed during the weekdays. I used my cat 1-4 free nights at the GH Seoul. I did not email them in advance.

Biscoff27

Andaz Scottsdale (January)
Booked: Knoll Premium Bungalow King (Healthcare Friends & Family rate)
Received: Saarinen Studio Suite

Hyatt Centric Waikiki (January)
Booked: 1 King Bed (certs & points combo)
Received: City View Suite (standard suite)

Grand Hyatt Bogota (March)
Booked: 1 King Bed (F&F rate)
Received: Grand Suite (considered a premium suite)

Park Hyatt Paris-Vendome (March)
Booked: 1 King Bed (Points)
Received: 1 King Bed Deluxe (no standard suites showing available at check in)

Hyatt Regency Paris Etoile (March)
Booked: 1 King Bed (F&F rate)
Received: Upgraded in app to 1 King Bed Eiffel Tower View with Club Access. At check-in asked about suites, as Eiffel Tower View Suite was showing available to book in the app. Got a small speech about how on subsequent stays I should book that directly or apply a TSU because they have so few suites, but they told me I got lucky this time and gave it to me.

Hyatt Regency Paris Charles de Gaulle (March)
Booked: 1 King Bed (Points)
Received: Regency Suite King (considered a premium suite)

nas6034

I had stayed at the hotel in Dec for 1night and received club room as well. I think it’s modus operandi to give globs the club room. The club room is tiny.

Illinwu

March - Booked one night with Category 1-7 certificate and was upgrade to a Suite. (Connected with a 6-night reservation with cash and used a Suite Upgrade award.)

CMK10

Hyatt Regency Chicago O'Hare Airport
Cash Rate
4/9-4/11
Booked Standard King

App showed a studio suite in the premier tower. Sign on the door said it was a Regency Suite.

Gertjaars

The Cape - A Thompson Hotel
Used Free Night Certificates
Mix of 1 King Bed, King/Queen ADA, 2 Queen bed because the same standard room was not available each night.
Day Before check-in: Auto upgraded to Junior Suite for each night. No Thompson Suites available
Day of check-in: No Thompson Suites available. Asked front desk about Junior Suite with Plunge Pool since that room was available for each of my nights. They agreed for no additional charge.

olouie

Hyatt Regency Portland (April)
Booked: King Room
Received: Corner Suite (standard suite).

Hotel had me upgraded into a view room at checkin. When I asked about the open suite they claimed that since I requested featherless bedding that the hotel could not upgrade me to the suite. I told them I was ok without featherless and they went back and forth but finally got the corner suite allocated for me.


Hyatt Regency Frisco Texas (April)
Booked: King Room
Received: n/a

Called hotel to ask about upgrades for globalists and was told they upgrade to the Deluxe King Room only as that has been classified by the hotel as a "suite". It is listed under their webpage as a suite as well. Demanded they cancel my reservation as that kind of scam is total BS. Not going to give a hotel my business that classifies as standard room as a suite to get around globalist upgrades.

TIVAgal

Globalist just checked in to PH in north america last night for 4 night leisure stay. Checked in week leading up to stay, multiple varieties of standard suite available to book for my dates so did not use suite upgrade award. On app morning of check in was upgraded to king deluxe high floor (not suite). On arrival to hotel 7 pm still able to book multiple types of standard suite. Not offered, requested suite and particularly with soaker tub (one type of standard suite has them, other does not). Told only accessible suite is available with soaker tub. Pushed back gently ("really? website looks like you have other standard suites available") but got a firm "no." Spouse was uncomfortable and made moves to accept so I acquiesced. This morning appears all kinds of standard suites STILL available. WWFTD? Leave it be? Our room is fine, accessible shower not my favorite but we do have the tub. NO view (mechanicals only, which FDA revealed when room offered). Any of the standard suites would be bigger...not sure about views.
Would globalist phone line help?

comeflywme

For whatever reason, when properties aren't playing by the rules, sending a DM → Twitter Hyatt Concierge produces good results.

Gertjaars

Lol, if this is the PH NY, forget about it. They are known to pull this as reflected on the PH NY master thread. If its another PH in the US... check the review threads to see if anyone else has had a similar concern. But I'd email/call my concierge to mention this.

Also I don't know how expecting benefits that comes with your status, is considered being awkward/uncomfortable. Assert dominance!

TIVAgal

Not PHNY and master thread seems to show lots of proactive and generous upgrades. My spouse was uncomfortable...and if I push that envelope things rarely turn out well for me.
I DM'd hyatt concierge via Twitter, but don't think my honey will want to move at this point, more looking for how to proceed in the future. Thanks!
Update: reached out to hyatt concierge via DM on twitter and they did offer to contact management and help. Before I got that message I tried to take a shower and found only lukewarm water, so went to front desk to inquire about a different room and mentioned the convo from last night. Agent this morning apologized "for the miscommunication" and put us directly into the corner 1 bedroom suite with soaker tub (as I requested). Standard suite but the larger of the two and with the tub, this one has a view, too. All better!!