Glitch in bed type guarantee
 

This is a heads up regarding the bed type guarantee:

In a recent Hyatt stay, when I made the reservation, I moved through it and my profile populated the reservation page, as usual. My confirmation page showed this, which is correct:

"Room Description: 1 KING BED
Special Requests: Non-smoking room
Quiet room

As a valued Gold Passport Diamond member, your Bed Type is guaranteed.
Hyatt will guarantee your request for a Non-Smoking room(s)."

When I arrived, I had a disagreement with the front desk about another matter. When I arrived in my room, it was two beds. Since I had made myself persona non grata just before, I did not want to call or go down and demand a change. I decided to invoke the guarantee when I got home.

When I spoke with Gold Passport Consumer Affairs (customer relations) today, the person said that my profile had two requests for bed type - king, and two beds - and that if I looked at my email confirmation, it said at the bottom that I requested two beds. Sure enough, the confirmation did. (This was not the product of me writing in the reservation box that I wanted two beds. I had only requested the G1 bonus there)

But while I was calling up the email and my profile, I said that this wasn't right. From my end, it was either/or. In my profile, if I click on one bed type preference button, the other one turns off. My profile preference still says King, and the confirmation (copied and pasted here above) and the middle of the email said King. I said that the customer could not know that at Hyatt's end, it was two ways. She strongly felt that I should have looked at the whole email. She's right. I should have. We resolved the matter with the guarantee being applied for my trouble.

But at least up to today, there is a problem at Hyatt's end that allows two preferences to show simultaneously, while the member thinks there is only one. This is problematic for the guarantee policy. (My contribution to this was that I had changed my profile months ago from two beds to king. The system apparently changed my profile completely at my end, but held the artifact somewhere else in the system.)

What you have described has also happened to me. While on a family vacation a few months ago I changed my profile to 2 double beds. Upon returning home I changed it back to King. However, on some subsequent stays, even though I reserve a king bed, it confirms 2 doubles. Very irritating.

I guess you should always stick with KING in your profile, never change it. And then, just booked a double when it is necessary.

Don't tinkle with the profile, the system is probably not very stable and has previous memory.