Concierge made a negative points reservation without notification
 

I called the concierge line yesterday to apply a SUA to a reservation I made last month. In doing so the concierge notified me that this was a "negative points reservation" and that I would need to deposit more points in my account to ensure this reservation cleared. I was confused because when I originally made the reservation I believe I had the points deducted at the time. This was an 81,000 point reservation, and I also made two other GOH for the same time and dates on the same call. The GOH bookings went through normally. At no point on the call did the agent say anything about a "negative points reservation" or not having enough points.

I believe at the time I had 300,000+ points in my account which should have been more than enough for these three bookings. But I am having a hard time verifying this. In the last 4 months I have made 500,000+ points worth of bookings, and have made a lot of changes, so my account activity is kind of a mess, and hard to navigate.

I obviously don't want to pay this extra 81,000 points that I think I've already paid. But it is hard to show the paper trail of where my points went.

Questions I have:
1) Has anyone else had this issue of a reservation you thought was made with points, but was actually made as a negative points reservation?
2) Is there anyway to check running points balance on the site or app?
3) Is there a way to check on reservations whether bookings are made with points or with a "negative points reservation"? - All my reservations have the same language "Points will be deducted from your account when this reservation is confirmed" whether they are negative points reservations or regular points reservations.

Hyatt will offer Globalists points advance reservations , but usually you have to contact your concierge directly for this; if you try by yourself online, you should simply receive an error message that you have insufficient points for the reservation.

So in short:

1. If you booked via your concierge or the Glob line, they may well have booked a points advance reservation for you (although they should have notified you at the time of booking).
2. If you booked it yourself online, then you (almost certainly) had the full balance in your account at the time of booking.

AFAIK, there isn't...I asked. A few years ago, I had to do a manual audit of points in Excel. Good luck.

I booked it on the Globalist line. But at no point did they say they were booking it in this way, and I'm pretty sure I had the points in my account, so there was no need for them to book it this way.

Can someone please provide the phone number for the concierge line? I assume it's not the same as Glob line (9288)

I sent it to you in a private message.

Do you still have the email of the original reservation? If so, use that date as a reference and then go through your past account activity (on app it is under account > past activity). If points were deducted at time of reservation then it will show -81,000 for said property on that date.

I do keep a running balance in Excel in case there is such a discrepancy, and it has helped me a few times when otherwise I'm not sure I could have tracked back to a problem.

Though, I think you can see your balance on the account summary that they email, so maybe look at the last one they sent to see if you can trace this?

I too recently made a few GOH bookings where the points were initially drawn out of my account but then somehow the points all showed up back in my account without the activity showing in my account. The named GOH guests don’t have a Hyatt account affiliated to the bookings, so for that reason and more it seems like something that may need to be fixed before there are additional unwelcome surprises.

I made two Guest of Honor reservations over the phone last week. One showed up as a normal points deduction. The other didn't pull any points, and the reservation confirmation says "Points will be deducted from your account when the reservation is confirmed."

So the reservation is confirmed, but the points haven't been deducted. What's going on?

Was charge card info maintained in the reservations?

I believe it is not possible to make negative points reservations for GOH reservations. At least that is what my concierge told me. I had them go through my future booking to see if there were points attached to each reservation, they all did with the exception of one stay which is a Destination resort. I asked them to apply the points, there was no change in my total points balance, but I did get a confirmation email from the hotel. They have some strange systems on their back end.

Is the reservation your concierge fix the one that was in question (the 81k points one)? So it was a points advance reservation?

Did they eventually get deducted? Seeing the same on my account now.

It has always been my understanding you cannot apply a SUA to a points advance reservation. At least I have never been allowed to. Not that has any bearing here.