As a newly minted Globalist, I had an upcoming 5 night stay for 9/9/23-9/14/23 the the Hyatt Regency Jersey City, along with a GoH booking.
I had called in months prior to use a SUA on my own booking, when standard suites were available. A few days ago, I noticed that the SUA was never pulled from my account. I contacted the hotel, who said they did not see a SUA applied. I called the Hyatt Globalist line, and they told me there was no SUA attached to the reservation.
Additionally, I was told I could not use a SUA on bookings that had a cat 1-4 cert attached. I had booked using 2x cat 1-4 certs and 45k points. For some strange reason, when I called a few month prior, the phone agent told me my SUA was good to go for this reservation. At this point, standard suites were no longer available. Fine.

At this point, my points balance was 43,456.
I decide to cancel both my reservations, and my GoH's reservation, to return 2x cat 1-4 certs and 45k+75k=120k points back to my account.
I decided to stay at the Hyatt Regency JFK (also a cat 4) with my GoH instead, so I can use a SUA and hopefully connect the rooms. I end up using the 2x cat 1-4 certs for my GoH, along with 45k points for the other three nights.
For myself, I used points for all 5 nights. 18k+18k+15k+15k+15k=81k.I call in again to apply a SUA, and the phone agent says it's good to go, and to give the hotel a few hours to send a confirmation email. This seems fine and well.

Afterwards, I notice my points balance is 7,456, when I expected it to be 37,456.
I call the Globalist line again for what feels like the 5th time today. The agent couldn't find anything wrong with my points balance, and directed me to the website to submit a form for someone to look at it.
I did this, and I do not yet have a Concierge assigned. I'm not really confident that whoever reads this form is going to be able to resolve this. The form was here:
https://privacyportal-cdn.onetrust.c...9cce2ccce.html
here: She told me to click "Guest", then "Access Your World of Hyatt Information", then describe my issue.


TDLR:Hyatt never applied my SUA when they said they did. On top of that, somehow I lost 30k points when I decided to change my hotel to one that had SUA availability.
My beginning point balance this morning was 43,456, I canceled two reservations (+120k), booked two new reservations (-126k), and end up with 7,456 instead of 37,456.

Any suggestions on how I can get this resolved promptly?

Do you see the 2x cat 1-4 certs deducted from your account? The fact that you're missing 30k leads me to believe there was an issue with those. Your GoH could look at the reservation details on their account and see how they're being paid for.

I don�t understand why you�re handling all this over the phone. Always handle it online via MHC (My Hyatt Concierge) or Twitter that way there�s a paper trail.

As for the first call what happens is they will usually just put your request in a queue, if you never get a reservation change email then nothing was done, meaning no SUA applied.

You can also cancel and rebook reservations online really easily. Cancel one wait 15 seconds for the points balance to update showing the new total, then rebook.

If I had to guess possibly your GOH wasn�t handled properly and needs to be re-done.

goh reservation is correct. 45k points + 2 cat 4 certs

i will handle SUAs online going forward, but i can't use twitter anymore. It won't let me PM on twitter/X without a subscription
i canceled these reservations and rebooked them myself online, then called in to convert it a GoH res and apply SUA. Lesson learned.