A LoyaltyLobby reader sent me an email about maddening experience he had with Hyatt’s “Best Available Room” upgrade benefit for Diamond members.
Some hotels tend to think that merely upgrading a Diamond member to a Club Room would be sufficient per the T&C’s of the program, but this is not the case and I have experienced it by myself as well.
You can access Hyatt’s Diamond benefit T&C’s here.
Here’s a copy of an email that the reader had sent to the Hyatt Gold Passport asking for an advice:
I would like to ask you for a favor related to the Gold Passport Diamond Benefits.
Could you please give me Hyatt’s official position in regards to the benefit
“Enjoy the best room available upon arrival, excluding suites.”
I have repeatedly gotten into arguments with hotels about this and to be honest I am tired of it. The hotels upgrade the Diamond Member to a Club Room and argue this is the best available room even though neither layout, advertising or pricing confirms this.
Current case is the Grand Hyatt Taipei: I booked a cash & points award and received a standard club room. The hotel sells
-Grand Club King
-Grand Club Deluxe King
-Grand Club Premier King
None of these are suites and as per my interpretation of the rules I should be eligible for all of the above depending on availability upon arrival.
Here’s the reply received from Hyatt Gold Passport:
The Diamond member will receive a Regency/Grand Club room on all stays, or the best available room if the club is sold out. If so, they will get the best available room (normally one category below club) and then also breakfast and 2,500 bonus points.
It seems that even the Private Line agent is having issues interpreting their own Diamond upgrade rules.
This is truly maddening and I have had exactly the same issue with the Grand Hyatt Kuala Lumpur last year, where I had to pull out a teeth to get the property to upgrade me to the Best Available Room that they were selling online.
Why don’t the properties play by the rules set out in their own program? The Diamond upgrades are already the weakest (without using certificates) compared to what InterContinental is offering to Royal Ambassadors, Starwood Preferred Guest for Platinum members, and Marriott Rewards for Platinum’s in the Asia Pacific.