Reader Question: Getting Correct Night Credit For HYVISA Rate Plan In Asia-Pacific?

5 Comments

A LoyaltyLobby reader sent me an email about an issue he was having with getting all the night credited when staying on HYVISA rate plan in Asia-Pacific hotels.

reader-question-hyatt-gold-passport-visa-third-night-free

Remember that you can always email me, send a message via Facebook or use Twitter and include photos too. I’ll try to cover Reader Questions & Comments here several times a week.

Heres’ the email from the reader:

With reference to your article and comments here:

Hyatt Gold Passport Third Night Free Select Asia-Pacific Hotels Until March 31, 2017

I have been using the HYVISA rate and now Hyatt is denying me the eligible night credit for the third night. This will happen to cost me 25K from the “more points more play” promotion.

According to your post that should not be the case, also no such issue on previous stays using the same rate. I have had like half a dozen email exchanges with Hyatt before they sent me the US customer service, who is ruling against me. See below.

What can I do?

Thanks a lot for your help

PS: I am Hyatt Diamond but does not seem to help

Here’s the email conversation that the reader has had with the Hyatt:

From: Hyatt Service Desk [mailto:consumeraffairs@hyatt.com] 
Sent: Saturday, December 3, 2016 02:10
To: REMOVED@HOTMAIL.COM
Subject: Hyatt Hotels 

Dear REMOVED,

Thank you so much for your email message. 

I have provdied you the terms and conditions pertaining your question of the program. This can also be found on Hyatt.com under Gold Passport’s terms and condtions:

-Earning Hyatt Gold Passports as a Registered Guest Section 4. which states:

4. If a member chooses to receive Hyatt Gold Passport points for his/her stay, such member will earn five Hyatt Gold Passport points for each whole U.S. dollar or U.S. dollar equivalent spent by the member on Eligible Rates. An “Eligible Rate” shall be defined as any hotel published room rate, including, but not limited to rates found on hyatt.com, the Standard Rate, Volume Account Rates, AAA and Senior Citizen rates and Points + Cash awards. A portion of an Eligible Rate may reflect taxes, service charges, gratuities, and third-party charges for certain included items, and those costs may not be eligible for Hyatt Gold Passport points. “Ineligible Rates” are any free night stays, Third Party Internet Rates (examples include without limitation priceline.com, booking.com, ctrip.com, agoda.com, hotels.com, Southwest.com Expedia, Orbitz, Travelocity, bookings made directly on Google.com and TripAdvisor Instant Book), traditional wholesale rates (examples include without limitation GOGO Worldwide Vacations, Pleasant Holidays,Tourico, Hotelbeds, etc.), airline crew rates, airline employee rates, travel agency employee rates, Club at the Hyatt discount certificate stays, Hyatt employee or employee family discount rates, airline interrupted-trip vouchers or contracted rooms (a contracted room is a room that has been reserved pursuant to a written and executed agreement between a hotel and a corporation, government agency or individual for a negotiated room rate in exchange for an agreed upon number of rooms to be rented for an extended period of time). Hyatt Gold Passport points awarded for stays at a Hyatt hotel or resort outside the U.S. are based on local currency converted to U.S. dollars.

I hope this information provides you better insight of the program.

If there is anything else with which I may assist you, please let me know.

Best regards,

Edward Reiman
Guest Services Specialist
Marion Reservation Center

1120 North Carbon Street Suite 70
Marion, Illinois

If you have any questions or comments about this email, please contact consumeraffairs@hyatt.com

From: REMOVED 
Sent: Friday, December 2, 2016 09:26
To: ‘consumeraffairs@hyatt.com’ <consumeraffairs@hyatt.com>
Subject: RE: Hyatt Hotels

Dear Edward Reiman,

Then you must agree that the terms and conditions provided in the reservation itself are misleading: “Type of Rate: VISA PREMIER*

Rate Information: 3rd night free for Visa Platinum: Signature and Infinite credit card holders. Rate is eligible to earn points and tier credit.”

This ambiguity will cost me 25,000 Gold Passport points as I calculated to reach the last tier in the “more points more play” promotion and will not come one night short with no possibility to make it up since the promotion ended on November 30th. What is even more strange is that previous multi-nights stays at the same rate generated normal night credit so I would reasonably have had no way to guess this one could be different.

Please consider.

Best regards

From: Hyatt Service Desk [mailto:consumeraffairs@hyatt.com] 
Sent: Friday, December 2, 2016 08:34
To: REMOVED@HOTMAIL.COM
Subject: Hyatt Hotels

Dear REMOVED,

Thank you so much for your email message. My name is Edward Reiman and it is my pleasure to assist you.

The free night for the 3rd night unfortunately is not able to receive stay night credit because it was a free night. Stay night credits can only be acquired for a paid night rate according to terms and conditions within the Gold Passport Program.

If there is anything else with which I may assist you, please let me know.

Best regards,

Edward Reiman
Guest Services Specialist
Marion Reservation Center

1120 North Carbon Street Suite 70
Marion, Illinois

This rate plan is essentially 33% off of the Best Available Rate. I have never come across a program that wouldn’t have given a proper night credit when booking a rate plan such as this.

You stayed and paid for three nights in question. The third night wasn’t “free” per se. The folio should show the number of stayed at and the room revenue. There is nothing on the T&Cs that the Hyatt rep included that would deem the credit for all three nights ineligible.

Seems that the Hyatt has lost the plot when it comes to customer service and helping Diamond level guests (not a surprise under the Zidell).

All these issues with the Hyatt Gold Passport customer service started when they removed the experienced Diamond agents and all the agents (reservations agents included) were supposed to be able help guests with program related issues.

I would try to work with the properties in question to get the night credit for all nights. They can prorate the revenue for each of the three nights (as they usually do in cases such as this) and submit that then to the Gold Passport. Probably the best course of action would be to contact the General Manager of the hotel. You can find this by using Google and the Hyatt email addresses are in the form of firstname.lastname@hyatt.com.

Conclusion

This is about the most ridiculous example that I have come across and illustrates the contempt that Hyatt seems to have against Diamond members. All the programs have sales (usually better than 33% off) and no issues getting proper stay and night credits.

Reader could also open a case with Attorney General of Illinois (where Hyatt is placed) or the state where he is living in the United States (if he lives). One option would be to ping BBB too, although they are pretty toothless, and make a FTC complaint as well.

It is sad that the person replying to the case at the Hyatt Consumer Affairs had checked out his brains when coming to work.

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