It’s Whine Wednesday again and we’re making a stop at Grand Hyatt Berlin where I had some problems with a Hyatt Globalist room upgrade this week.
Fault for this issue I encountered falls mostly on the hotel which refused to upgrade despite selling eligible suites but also Hyatt itself that doesn’t allow using a certificate on Milestone awards.
I find nothing more frustrating when a hotel or hotel chain that expects us to follow the rules of the loyalty program starts playing games and doesn’t follow the conditions of their own loyalty scheme themselves.
This week I had a reservation at the Grand Hyatt Berlin and used one of my Milestone Awards I got after the 30th night this year. It’s a category 4 award so good for a hotel up to 15,000 points per night which is actually what the Grand Hyatt Berlin charges. Perfect fit you’d think.
Here are the rooms that were available on the day of my arrival:
Pretty much all room types except their top suites such as the Maybach Suite are listed and I confirmed with Hyatt that the Grand King Suite is now the standard suite at this property which is available for Globalist Suite Upgrades, both for certificates but also complimentary suite upgrades per the t&c of the program.
(c) Best Room Available: Globalists will receive the best room available at the time of check-in at Hyatt hotels and resorts, including Standard Suites and rooms with Club lounge-access. The best room available will be determined by the applicable hotel or resort in its sole discretion and may vary from stay-to-stay. The “best room” may, but will not necessarily be, of a room type/category higher than that booked by the Member. Best-room-available benefit includes only Standard Suites (where available), which are defined as rooms within each participating hotel’s or resort’s introductory suite category. Premium, Specialty, Premier, Presidential, Diplomatic, and other suites other than Standard Suites are not included in this benefit. Not valid at Caption by Hyatt, Hyatt Place, Hyatt House, Destination Residences, or Hyatt Residence Club hotels and resorts.
So if a standard suite is available then the Globalist is entitled to receive it as an upgrade. Grand Hyatt Berlin claimed it’s not available despite selling it. Well what can you do?
My first solution even before arrival was to call Hyatt and apply one of my Globalist suite upgrade certificates. Normally a total waste for one night but I have a lot of them expiring anyway so it really doesn’t matter. Too bad however as Hyatt informed me that the milestone award bookings can’t be paired with suite night certificates. Great feature, Hyatt!
As the hotel was unwilling to budge and only upgraded to a Club Room I decided to just walk away from the reservation and have the award returned to my account. It would really be a complete waste to use it for a standard room at this Grand Hyatt and the upstairs lounge was closed anyway, the Grand Club has been moved to the lobby for the time being.
I ordered an UBER and stayed at the Intercontinental on a rather low cash rate instead. I’m sure I’ll find another opportunity to use the Milestone Award at a Hyatt that properly follows the T&C of their own program. It’s still good until January 1st (at least) unless Hyatt decides to extend the awards.
Not sure why the Grand Hyatt Berlin has these problems all the time. Maybe the General Manager or the owners (Qatari holding company) are cheap and try to circumvent the upgrade benefits? The service from the frontline staff is usually quite good.
Hyatt has a problem with their hotels not following through on Globalist benefits as outlined in the terms & conditions of the World of Hyatt program. This was not the first time I had problems like this at the Grand Hyatt Berlin and sometimes it’s best to just walk away from a reservation and stay elsewhere. Berlin is full of hotels of all categories and brands, very easy to find something else.
At the same time it’s ridiculous that you can’t upgrade a milestone award with your suite upgrade certificates which creates even more problems for members who don’t want to roll the dice, especially when staying at hotels that are known to play games with their availability.