One reservation -half with points half w ? Is this even possible??
May 17, 2024, 8:27 pm
#1
Original Poster
Join Date: Apr 2004
Location: CA
Posts: 1,337
One reservation -half with points half w ? Is this even possible??
I booked a points award via the app for 2 nights at 20k pts each night
Couple months later I call the globalist line to get a SUA applied.
Last night, I called the globalist line wanting to change the rate type from points to ' cash' I waste almost an hour w an incompetent globalist rep who handed me off to the local front desk who handed me to local reservation line. I get an email confirming the change and see it reflected in the app.
The next morning, I see that only 20k were returned. Over the next few hrs I see my suite count go up and down by one. I called the globalist line inquiring about the points shortage. They claim no points were used for the reservation. And claim it was due to the activities that occured during the SUA.
My reasoning:
I made the booking w the app. I could not have completed the booking on borrow points. It is only possible with a rep and when I have insufficient points.If the change was made by the agent who applied the SUA, I was not informed of this and definitely not authorized. How would their system even authorize a booking half w points half with xxx (no clue)?
I get a reply from the local property reservation desk who claims when the update was made for the SUA, the reservation was only charged 20k. They couldn't explain more and will refer the case back to the ' Global centre in US
Do reps have the ability to discount published rates/awards?
Couple months later I call the globalist line to get a SUA applied.
Last night, I called the globalist line wanting to change the rate type from points to ' cash' I waste almost an hour w an incompetent globalist rep who handed me off to the local front desk who handed me to local reservation line. I get an email confirming the change and see it reflected in the app.
The next morning, I see that only 20k were returned. Over the next few hrs I see my suite count go up and down by one. I called the globalist line inquiring about the points shortage. They claim no points were used for the reservation. And claim it was due to the activities that occured during the SUA.
My reasoning:
I made the booking w the app. I could not have completed the booking on borrow points. It is only possible with a rep and when I have insufficient points.If the change was made by the agent who applied the SUA, I was not informed of this and definitely not authorized. How would their system even authorize a booking half w points half with xxx (no clue)?
I get a reply from the local property reservation desk who claims when the update was made for the SUA, the reservation was only charged 20k. They couldn't explain more and will refer the case back to the ' Global centre in US
Do reps have the ability to discount published rates/awards?
May 17, 2024, 10:17 pm
#2
Join Date: Sep 2019
Location: Los Angeles
Programs: Hyatt Globalist, Hilton Diamond
Posts: 5,008
I booked a points award via the app for 2 nights at 20k pts each night
Couple months later I call the globalist line to get a SUA applied.
Last night, I called the globalist line wanting to change the rate type from points to ' cash' I waste almost an hour w an incompetent globalist rep who handed me off to the local front desk who handed me to local reservation line. I get an email confirming the change and see it reflected in the app.
The next morning, I see that only 20k were returned. Over the next few hrs I see my suite count go up and down by one. I called the globalist line inquiring about the points shortage. They claim no points were used for the reservation. And claim it was due to the activities that occured during the SUA.
My reasoning:
I made the booking w the app. I could not have completed the booking on borrow points. It is only possible with a rep and when I have insufficient points.If the change was made by the agent who applied the SUA, I was not informed of this and definitely not authorized. How would their system even authorize a booking half w points half with xxx (no clue)?
I get a reply from the local property reservation desk who claims when the update was made for the SUA, the reservation was only charged 20k. They couldn't explain more and will refer the case back to the ' Global centre in US
Do reps have the ability to discount published rates/awards?
Couple months later I call the globalist line to get a SUA applied.
Last night, I called the globalist line wanting to change the rate type from points to ' cash' I waste almost an hour w an incompetent globalist rep who handed me off to the local front desk who handed me to local reservation line. I get an email confirming the change and see it reflected in the app.
The next morning, I see that only 20k were returned. Over the next few hrs I see my suite count go up and down by one. I called the globalist line inquiring about the points shortage. They claim no points were used for the reservation. And claim it was due to the activities that occured during the SUA.
My reasoning:
I made the booking w the app. I could not have completed the booking on borrow points. It is only possible with a rep and when I have insufficient points.If the change was made by the agent who applied the SUA, I was not informed of this and definitely not authorized. How would their system even authorize a booking half w points half with xxx (no clue)?
I get a reply from the local property reservation desk who claims when the update was made for the SUA, the reservation was only charged 20k. They couldn't explain more and will refer the case back to the ' Global centre in US
Do reps have the ability to discount published rates/awards?
May 17, 2024, 11:38 pm
#3
Original Poster
Join Date: Apr 2004
Location: CA
Posts: 1,337
Well they made changes the my reservation last night and it only shows the current type not what it was previously.
Consumer affairs from Hyatt replied to me stating when the SUA was applied they returned 40k and took 20k from my account.
Any reservation that has a SUA 'shows point award suite upgrade. ' I don't recall seeing it being cash and point then suite. I would never book a points and cash stay nor would I request for a change during a SUA call.
My activities section does not show any reversal of points nor deduction of points for this reservation. Not even the 20k from yesterday call due to the change from points to cash. I am waiting until MHC gets in the office and see what she would do to resolve this. Should have just emailed her for this 'simple' rate change.
Consumer affairs from Hyatt replied to me stating when the SUA was applied they returned 40k and took 20k from my account.
Any reservation that has a SUA 'shows point award suite upgrade. ' I don't recall seeing it being cash and point then suite. I would never book a points and cash stay nor would I request for a change during a SUA call.
My activities section does not show any reversal of points nor deduction of points for this reservation. Not even the 20k from yesterday call due to the change from points to cash. I am waiting until MHC gets in the office and see what she would do to resolve this. Should have just emailed her for this 'simple' rate change.
May 18, 2024, 7:48 am
#4
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 19,077
Note that this different from the "points and cash" rate -- Pay My Way lets you select, for each night of a multi-night reservation, whether you want to pay for that night using the cash rate, the points rate, or a free night cert.