A LoyaltyLobby reader sent us a question regarding a rate they booked for a stay at the Hyatt Regency hotel in Amsterdam. The rate rules/type had changed between when the booking was made and now, excluding breakfast.
You can access Hyatt Regency Amsterdam here.
Here’s a message from the reader:
Long time lurker, first time contactor. I usually have great experience with Hyatt and have held status with them for multiple years. Back in May (on May 2nd to be exact), I booked a stay at the Hyatt Regency in Amsterdam for a 4 night stay. The following day, I saw your post about the “Members Private Rate” sale which the terms of the promotion said included breakfast. I quickly went in and found the MEMBERS PRIVATE SALE rate of $147 EUR, less than the $175 EUR rate I had originally paid and the new rate included breakfast. I made the change and received email confirmation of such including the rate name.
I’m now a few days away from the stay and found the rate type has been updated to Members Advance Purchase which does not include breakfast. After a lengthy back and forth with a Hyatt rep, they said the Members Private Sale rate was actually $180 EUR and that the rate I changed to was the Members Advance Purchase rate. Despite providing screenshots of the confirmation email showing I purchased the Private Sale rate, they continued to claim I actually changed to the Members Advance Purchase rate. Further they said even if I did have the Members Private Sale rate, the rate terms don’t say it included breakfast (I guess only the promotion terms listed this).
Ultimately it’s just breakfast (over 4 days at ~$60 a night it could add up) and it is what it is, but I’m curious if you’ve heard from others about a bait and switch on the Members Private Sale rate? It seems like someone mislabeled the Advanced Purchase rate as the Private Sale rate, realized their mistake and just decided to change the rate type after the fact. It’s also convenient that the free breakfast isn’t listed in the rate terms and only in the promotion terms which are no longer accessible on the Hyatt website.
Screenshots provided by the reader:
Here’s our piece about this sale:
The rate rules are clear:
Offer includes complimentary daily breakfast with qualifying stay for registered guests. Breakfast is provided in the morning following each night of a stay. Breakfast hours are limited. Breakfast benefit is not valid for in-room dining.
Here’s what I believed to have happened. Hyatt has recycled the rate type, or the hotel has touched the reservation that has changed its type. Uncommon, but it does happen occasionally.
The hotel in question, Hyatt Regency Amsterdam, should see the rate type booked initially and provide the breakfast.
An unfortunate situation that luckily doesn’t happen too often.
Either Hyatt has changed the rate’s name without creating a new code that then populated all existing Private Sale bookings, OR the hotel has touched the reservation.
This is precisely the reason why we post the long T&Cs to every single sale or promotion that we cover. The rules of the rate plan that the reader booked are crystal clear; it includes breakfast.