It never ceases to amaze me how incompetent personnel some loyalty programs have answering their Tweets, emails and phone lines.
A LoyaltyLobby reader pointed out a maddening experience he had with a Park Hyatt hotel in Hamburg and the fact Hyatt Concierge was backing the hotels decision that is in breach of the Diamond program benefits.
You can access Hyatt Gold Passport terms and conditions here.
Here what the Hyatt says about the 4PM check out on Hyatt.com:
Extend your stay until 4:00 p.m. with a late check out request
Subject to availability at Hyatt resorts and casinos. Not available at Hyatt Residence Club resorts
I don’t like the fact they don’t use the word “guaranteed” here but rather “late check out request”. Either the benefit is guaranteed or it isn’t. 4PM check out benefit is subject to availability only at Hyatt Resorts and Casinos.
On the Hyatt Gold Passport Platinum and Diamond T&C’s (access here):
6. Diamond members receive a 4:00 PM late checkout (local hotel time) on day of departure at most Hyatt properties. 4:00 PM late checkout is subject to availability at hotels with a casino (including Grand Hyatt Macau and Hyatt Hotel and Casino Manila) and Hyatt resorts. A detailed list of Hyatt resorts can be found at hyattresorts.com.
There is no wording of a “late check out request” here.
Here the Hyatt Concierge and the Park Hyatt Hamburg are at fault. The property should have extended the 4PM check out for a Diamond member.
It is just ridiculous that someone need to “argue” about his/her benefits at supposedly one of the Hyatt’s top tier properties and the Hyatt Concierge on Twitter backs the property. Hopefully both the property and the Hyatt concierge that replied to the tweet are retrained on the Diamond 4PM late check out benefit.