Wednesday, December 10, 2014

Audit your Hyatt account

Two weeks ago, I received an email from Hyatt thanking me for completing the (now defunct) Hyatt Diamond Challenge.


Loyal blog readers may remember that I finished my challenge on November 11 at the Hyatt Regency Lake Tahoe Resort. So why did Hyatt's thank-you email come sixteen days later?

Unfortunately, nights don't always credit correctly to the Hyatt Gold Passport program. My Points + Cash bookings at the Hyatt Regency Tulsa and the Hyatt Regency Mainz never received credit.

Hyatt.com has a mechanism to request missing stay credit. I submitted the information for my stay at the Hyatt Regency Tulsa through the website and got back this email:

Thank you for your recent inquiry regarding your Hyatt Gold Passport account. 
We have reviewed your stay and confirmed that the amount posted to your account is correct. According to our program's Terms and Conditions, you may not receive Gold Passport points for retail outlet charges, service charges, taxes, gratuities, pay-per-view in-room movies or services provided by outside vendors. Charges excluded by this provision will vary on a hotel-by-hotel basis, particularly at hotels outside the United States. 
If you have any questions or if we can provide any further assistance, please contact us at our customer service telephone number: 1-800-30 HYATT (outside the U.S. and Canada, call 1 (402) 593-8615), or write us at: Hyatt Gold Passport Customer Service, P.O. Box 27089, Omaha, NE 68127-0089. 
Thank you for choosing Hyatt. 
Sincerely,
Gold Passport Customer Service

(emphasis added).


But it's not correct! Points + Cash bookings receive stay credit just as "normal" stays do. (My other Points + Cash bookings credited fine).

I ended up resolving the issue by calling Hyatt customer service. They took care of the problem quickly.

But it's worth checking the Hyatt Gold Passport website (and your other loyalty programs) periodically to make sure your points are posting properly. If you're a true points gunner, you can keep an Excel spreadsheet or Google Doc with your trips, then compare them to the websites.

Happy point hunting!

1 comment:

  1. I somehow missed this post earlier but it is so important. I have read in multiple places that Hyatt is not good about giving proper credit (high error rate), but will resolve quickly over the phone.

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