Suite Upgrade Not Applied
Jan 8, 2025 | 5:09 pm
#61
Join Date: May 2014
Location: Taipei
Programs: Hyatt Globalist
Posts: 1,377
First - Thank you so much for this explanation!
Would love this thread's guidance. I am checking in at the PHBKK on January 12th. I booked a lead-in 1 Bed King room with a Prive agent. After some back and forth, Hyatt worked with the hotel to confirm a Standard Suite with an upgrade certificate. I am about 3 days away from check-in and the rate in the app and on the website attached to my booking is the full rate for a suite, not the rate I booked with. The "Suite Night Upgrade Award" applied banner is also visible. Would it be prudent to call hyatt and try to sort it out before arriving at the property?
Would love this thread's guidance. I am checking in at the PHBKK on January 12th. I booked a lead-in 1 Bed King room with a Prive agent. After some back and forth, Hyatt worked with the hotel to confirm a Standard Suite with an upgrade certificate. I am about 3 days away from check-in and the rate in the app and on the website attached to my booking is the full rate for a suite, not the rate I booked with. The "Suite Night Upgrade Award" applied banner is also visible. Would it be prudent to call hyatt and try to sort it out before arriving at the property?
Anyway, if I were you, which I might be in a week and a half, yes I would reach out to them! I'd message on an asynchronous app just so as to not waste my time waiting on the phone, but that's always my preference.
Jan 8, 2025 | 7:58 pm
#62
Join Date: Jan 2017
Programs: Most
Posts: 145
Took projectmaximus advice to reach out via chat. and an agent was not able to update the rate on the spot, but they did confirm it will revert to the original rate before the check-in date. It doesn't fill me with confidence. The process you outlined seems spot on.
Last edited by r_tsunami; Jan 9, 2025 at 8:58 am
Feb 12, 2025 | 10:23 pm
#63
Join Date: Nov 2024
Location: Pacific Northwest
Programs: Hyatt Globalist
Posts: 41
Did it get resolved eventually? Also seeing the same thing for my stay that has the SUA award applied now but the cash rate went from 70K JPY to 380K JPY. My stay is in 4 weeks so I do have some time to wait but hoping that it doesn't take too long to get it adjusted.
Thanks
Thanks
Feb 13, 2025 | 9:26 am
#64
Join Date: May 2014
Location: Taipei
Programs: Hyatt Globalist
Posts: 1,377
Did it get resolved eventually? Also seeing the same thing for my stay that has the SUA award applied now but the cash rate went from 70K JPY to 380K JPY. My stay is in 4 weeks so I do have some time to wait but hoping that it doesn't take too long to get it adjusted.
Thanks
Thanks
Jan 6, 2026 | 5:51 pm
#65
Join Date: May 1998
Location: IAD, DCA
Programs: AA Lifetime Platinum, Marriott Gold, Hyatt Globalist
Posts: 1,623
I just had one work in a way different than described here, at least so far. I had a Friends and Family rate booked at the Park Hyatt Siem Reap before I chose my 50 night SUAs earned last year. The concierge said they had to check with the property to apply the SUA, which appears to have been done. The SUA was removed from my account and the reservation on the app indicates the SUA was applied, but the room type is still the base room. On the website there is no indication at all of an SUA upgrade.
I could have just cancelled my existing reservation and booked the whole thing on the app but the rate had gone up.
I could have just cancelled my existing reservation and booked the whole thing on the app but the rate had gone up.
Last edited by chazas; Jan 6, 2026 at 5:58 pm
Jan 6, 2026 | 6:08 pm
#66
Join Date: Jan 2008
Posts: 4,049
I just had one work in a way different than described here, at least so far. I had a Friends and Family rate booked at the Park Hyatt Siem Reap before I chose my 50 night SUAs earned last year. The concierge said they had to check with the property to apply the SUA, which appears to have been done. The SUA was removed from my account and the reservation on the app indicates the SUA was applied, but the room type is still the base room. On the website there is no indication at all of an SUA upgrade.
I could have just cancelled my existing reservation and booked the whole thing on the app but the rate had gone up.
I could have just cancelled my existing reservation and booked the whole thing on the app but the rate had gone up.
Jan 6, 2026 | 6:44 pm
#67
Join Date: May 1998
Location: IAD, DCA
Programs: AA Lifetime Platinum, Marriott Gold, Hyatt Globalist
Posts: 1,623
30% is pretty common, but the rate is not always available. Ive also run across at least one property that didnt allow me to apply an SUA to the friends and family rate.
Jan 7, 2026 | 5:19 pm
#69
Join Date: Jan 2005
Programs: SQ TPPS, CX GO, Hyatt Lifetime Glob
Posts: 1,900
I just had one work in a way different than described here, at least so far. I had a Friends and Family rate booked at the Park Hyatt Siem Reap before I chose my 50 night SUAs earned last year. The concierge said they had to check with the property to apply the SUA, which appears to have been done. The SUA was removed from my account and the reservation on the app indicates the SUA was applied, but the room type is still the base room. On the website there is no indication at all of an SUA upgrade.
I could have just cancelled my existing reservation and booked the whole thing on the app but the rate had gone up.
I could have just cancelled my existing reservation and booked the whole thing on the app but the rate had gone up.
Last edited by bpk6h; Jan 7, 2026 at 9:09 pm
Jan 7, 2026 | 9:06 pm
#70
Join Date: May 1998
Location: IAD, DCA
Programs: AA Lifetime Platinum, Marriott Gold, Hyatt Globalist
Posts: 1,623
I have something similar in my account at the moment. Booked using points but SUA was not an option available online for the length of stay I booked. Concierge was able to talk to the hotel to have it applied. As in your case, the SUA shows as applied on the app but not on the website and the room type remains the standard room (btw, I think SUAs never show as applied on the website). The reservation is until much later this year.