Short story long:
I am trying to book a couple of nights in Mallorca for an Anniversary trip later this year.
There are two separate properties I am interested in. I have 2x 1-7 FNAs.
One property is a Cat 6, new to Hyatt. Up until about a week ago it was showing points availability for the dates I am looking at.
The other is a Award Category D. It is currently showing points availability for my dates.

• Both are showing standard room availability for my dates.
• Neither are allowing me to book using my 1-7 Certs.
• Neither are on the "Standard-room Award Ineligible Property" list.

I'm of the understanding that since the Cat 6 is new to Hyatt, they might still be getting the system set up and that award certs might be bookable in the near future. However, It's concerning that points bookings were possible for the last two months and are now seemingly turned off (since the property still is showing standard room availability). It's also concerning that the Category D is not new to Hyatt (to my understanding), and opened for the season on May 1, so we're now 2 weeks past the hotel opening and still no 1-7s can be used.

I've been getting the runaround for almost 2 months from Hyatt customer support. Every time I have reached out with my case number to follow up, I get the same answer of "just keep waiting and checking back". I've been told "these hotels have opted out of using Cat 1-7 awards" (Really? That's not an option and is nowhere in the terms and conditions unless they are on the aforementioned ineligible property list). Every time I get an agent who states this, I ask them to escalate and get the aforementioned response to "check back in a few days". Both of these hotels are clearly in violation of the Hyatt terms and conditions by not allowing 1-7 certs to be used, and it amazes me that Hyatt can't seem to do anything about it to force the bookings through. Is there an elevated Hyatt customer support contact that anyone has had luck with to get a hotel to adhere to the terms and conditions?

I have even suggested that Hyatt trade my certs for 35k points each so I can just go ahead and book the Cat D before it sells out, since it is at least showing points availability. But they refuse and tell me that I'll need to use the certs before they expire. I was gifted these certificates specifically for this anniversary trip and I'd like to be able to make use of them. There's no Cat 6-7 properties near us and we won't really have a chance to use them anywhere else before they expire.

My understanding from Hyatt is just because it shows "Point Avail" it doesn't mean that there is "Free Night Award Avail". You would think they go hand and hand, but I assume there is probably a lower reimbursement rate for the Free Night Awards (1-4 and 1-7), then there is for a points booking - but that is just speculation on my part.

It is usually in the Terms if a Hotel has opted out of using 1-7 awards - there are certain hotels that you cannot use a SUA.

My guess is the FNA slots have already been taken.

I dont think your case is going anywhere unless you can prove that they are blocking off the 1-7 award use. One way to prove this is to call Hyatt and ask them to look 13 months to the day out (and ask them if there is 1-7 award availability on their end - they can see if there are up to 9 award nights available from their side. IF there is 0 - then that means someone booked them up in the morning prior to you calling or the hotel has blocked them off.

I'm pretty sure that's what they are doing. When I've been on the phone the agent has been able to see point availability but no award availability at all for any dates at either hotel. I'd like to think it's just a system error and not more malicious but somehow they are blocked off.

From the Hyatt terms page:
and

So, it should seem that as long as
a) a 'standard room' is available to book at a 'standard rate' and
b) the hotel is not on the above list

then the award should be able to be used, regardless if the hotel has decided that they want to allow 'free night award availability'. But I'm trying to figure out if I am mistaken.

Points availability equals certificate availability. If it's not showing up that's a mistake. They are the same inventory.

The TOS say they are, but i have experienced multiple data points where that has not been the case. HOtels probably playing games

What is the hotel?

The only Category D on Mallorca is the Secrets hotel, which is only worth a 1-7 certificate during the height of summer pricing IMO.

Sarena de Muro is the Cat 6 currently showing no points or 1-7 availability but showing cash rates for standard rooms (was showing points availability up to about a week ago)
Secrets Mallorca Villamil is the other hotel showing points availability

I would call Hyatt and walk them down the path.
1) Ask them what a standard room is at Sareno De Muro that is able to be booked with points or FNA
2) Ask if there are black out dates? (Answer is No).
3) Ask them if there are those type of standard rooms available on your day that you are looking to go. (you know they are)
4)Ask to speak to a supervisor
4) Ask them if they think the hotel is blocking off the rooms or why they aren't allowing you to book and why Hyatt is blatantly allowing the hotel to be in violation of the TOS.
5) Ask what would happen if you blatanty violated the TOS of Hyatt's Program?
6) Ask why they dont hold the hotel accountable and how we can solve this issue.

So I've done everything you've outlined above and been given a 'case number' with Hyatt, with assurance that they are 'diligently working on it'. I call them about once a week to check in on it with no updates. Do you have any suggestions on how to proceed at this point?

ask for a supervisor and have them call the Rooms Manager @ the hotel. there is someone blocking it off on the hotels side.