Back in June I wrote about two significant challenges with the Hyatt Gold Passport program.
- Hotels not offering award nights even when standard rooms are available
- Hotels not offering confirmed suite upgrades on cash and points award stays, even though these aren’t supposed to be capacity controlled
I spoke with Jeff Zidell, Hyatt’s Senior Vice President for the Gold Passport program, about these issues. And he took action.
He had already researched – and acknowledged — the issue with awards at the Hyatt Regency San Francisco, where the hotel was making standard rooms available only as part of ‘packages’ (such as with breakfast or parking included) and not at the Hyatt Daily Rate — and thus not for points stays.
He worked directly with the hotel to resolve the issue. And he noted that he had also followed up to fix similar issues at other properties like the Hyatt Regency Lost Pines Resort and the Hyatt Olive 8.
Issues with specific properties may creep up from time to time, but it seems like if we make Hyatt aware of it they’ll get things sorted — regardless of the motives behind it or whether it was the result of a glitch in how rates were being loaded.
I also raised the issue that Diamond Suite Upgrades were being made available at some hotels only on certain rates. As I’ve written, that’s not the way it’s supposed to work.
Diamond Suite Upgrades are valid on any paid rate, cash and points are considered paid rates for this purpose, and these upgrades aren’t capacity controlled. There certainly aren’t supposed to be different inventory buckets for different rates.
A hotel might not have standard suites available that Diamond upgrades are eligible to be used for — but a hotel has the discretion to go above and beyond and make better suites available. I’ve seen them do this even on award nights (where Diamond Suite Upgrades aren’t supposed to be valid at all.) That can look like inconsistency or capacity controls — no standard suites available, but a hotel offering to book a higher suite category on a paid night but not a cash and points hotel night — when it’s really the hotel doing more than required. (That wasn’t what was happening in most cases, but it’s something that does happen so worth noting.)
Hyatt tells me,
[W]e have put a process in place to ensure that hotels adhere to the Diamond Suite Upgrade terms. Our Guest Relations team is trained to be on the lookout for situations where this might not be the case, and we proactively work with hotels to correct it.
If you ever find an inconsistency, please let the Guest Relations team (800.323.7249) know right away so they can follow up.
If you’re seeing hotels offering Diamond Suite Upgrades on, say, a Hyatt Daily Rate booking but not a cash and points booking that’s not the way it’s supposed to work and Hyatt will follow up to fix it.