"New" Hyatt Diamonds - from SMD3 - Q&A Thread

Folks, we have gotten very negative feedback from Hyatt that people are calling the hotels to get the bonus points added instead of amenities. Also, some of you have called Hyatt customer service to get 2500 points for not getting access to the lounges at some properties.

Hyatt sponsored our event and moves like this ruins our chances to get nice gifts and having relationships with the hotel chains in the future. PLEASE don't go down this avenue for a measly handful of points. Send me a PM instead and I will gift you some of my points instead.

Tommy, you shouldn't give up some of your points because some people are acting like jerks with respect to Hyatt's hospitality toward us. Surely the spirit of the 2500 points for no lounge is when the lounge is closed and Diamonds must then be inconvenienced or pay for things that otherwise would be found in the lounge.

Maybe it should have been made excruciatingly clear to SMD3 participants that the enhanced breakfasts provided by hotels were in lieu of lounge access (with no choice of opting out and getting lounge access) for our group and similarly that we would all automatically get the in-room welcome amenity (which was delivered before my arrival at both Montreal and Denver IIRC). Maybe we even should have been asked to sign something to this effect as part of the registration process, just for emphasis.

It's a funny relationship in some sense when we pay and simultaneously are guests of the properties, but people should should be classy and appreciative, rather than embarrassing themselves and by extension all of us.

Personally, I feel that Diamond alone was a wonderful and unexpected gift from Hyatt that I would not have expected to apply until after my three SMD3 Hyatt stays.

Actually, IIRC, Randy, Ed, and/or Tommy did make it clear at the opening reception at the Park Hyatt that we would be getting lounge access at the O'Hare Hyatt. I believe that was repeated at breakfast in Chicago prior to going to Montreal.

And I agree with you, MSPeconomist, that we need to be appreciative of the special relationship between Hyatt and the SMD event. We are fortunate to have earned Hyatt's interest and sponsorship.

NoFlyY (Henry)

The reason why the hotels made an extra effort to set up a better, upgraded breakfast for us, was to eliminate the problem with having 161 Diamonds for lounges that seat a handful of people.

In Chicago, we had a Hyatt reception during the lounge's opening hours at the Park Hyatt. The next morning, they provided an upgraded breakfast for us.

In Montreal, the lounge was closed when we came back from Air Canada (which provided a much better spread and free alcohol) and the following morning, we again had an upgraded breakfast before heading to Bombardier.

In Denver, the club was closed before we got to the hotel, Saturday the property provided our own club lounge with upgraded breakfast and Saturday night, Hyatt again provided dinner with free alcohol during the clubs hours, even for people staying at the Hyatt Place by the airport and other places.

It shouldn't be hard to understand why this was done. How do you think the experiences for newly minted Diamonds would have been at the lounges? They can only seat about 30-40 people, we were 161, not to mention other guests.

I understand that some of you wanted to check out the lounges, but there will be plenty of time to do that when you enjoy the Diamond membership you received for the rest of this year and through 2012.

IMO, and I've shared my thoughts with Jeff Zidell as well as Tommy & Ed. Hyatt corporate did an outstanding job with SMD3 (with the Diamond status for everyone and the Sat dinner / reception). The properties themselves also did a great job with the breakfasts (upgraded from the usual RC / GC fare). RC / GC access was handled less well especially in light of the fact that most (if not all) of us were at events during the evening service (which isn't really all that great usually anyways). ORD's letter spelled it out that none of us were entitled to RC access. YUL & DEN handled that a bit better by remaining silent on it. The Diamond amenities IMO probably should have been simply the 1000 points (with perhaps one fixed alternate choice) - I really don't think the cost to the properties would have been much higher adding in the labor needed to prepare and deliver the amenities. I've always said that Hyatt usually delivers Above and Beyond their T&Cs, and in this instance corporate certainly did but the properties didn't show off the Hyatt Diamond in the best light.

We need to understand that it is unprecedented for the properties to have a group with 150+ rooms (all Diamonds).

FWIW, I did not get the 2500 RC / GC "closed" compensation and have no intention of calling in for it. I did get the Diamond welcome amenity for all 3 properties (for ORD not sure why it posted by itself a day after the stay posted which is very unusual, for YUL my Private Line Agent had to post the stay itself manually and added it without prompting, for DEN I did not get the set amenity because thye messed up my suite upgrade).

Agree, Hyatt treated us like we are of value. Diamonds all, evening & morning enhanced catering. And this was at the Andaz Wall St NYC. (Breakfast in my suite was the best I've ever had. Ever).Then again on the Do proper, and the wonderful Saturday dinner, how good was that food!!?? (I went back for 3rds with the ravioli ). And delicious Argentinian wine.

After I waved everyone off after the baseball on Sunday I did request Club access for Sunday night & Monday morning. I don't think anyone would mind, seeing I was on my own at this stage.

After the Do - before I left DEN - I cancelled out reservations at non Hyatt properties (SPG, Hilton, ICH), & stayed at Hyatts to show my appreciation. And have now been changing some future reservations over the next 4 months to Hyatt as well, where they are available. Now I have to choose: can I maintain Hyatt Diamond, Hilton Diamond, ICH Platinum, SPG Gold, & 3 other programmes through 2012 /13!

I am blown away by the complaints / comments regarding Hyatt. I don’t get it. This was three nights out of your life and it wasn’t even your honeymoon. Perhaps next time the few people with high expectations should book their reservation separately from the group. This might avoid making their personal issues with the Hyatt NOT the groups issue and ruining the valuable relationship that MP has with the hotel chain. I did not spend a lot of time in my room because I was out having fun frolicking and meeting new people. At the end of the night, I didn’t care about the size of my room, if there were peaches / pears at the end of my bed or if there were points under my pillow. I was grateful for the experience and hospitality! Chillax!

I finally reached a Diamond agent who immediately posted my miles for Montreal - this was after my initial calls and another one earlier today in which they said I'd have to wait while the contacting the meeting planners etc etc all took its course. Not sure why all the different approaches.

I may not be happy with how long this took to be settled, but I was very happy with how Hyatt treated us overall, and amazed to hear that some have been wanting extra points for benefits not theoretically offered. Maybe I'm too timid, but I never tried to grab a suite at any of the hotels on the basis that there would not be enough anyway, but I found all my rooms perfectly acceptable and meeting my basic criteria (upper floor, not near elevator or ice machine). The amenity was appreciated - yes, the cheese was weird, but the chocolates were excellent and the fruit delicious. The breakfasts were terrific - hey, smoked salmon was a real treat. The arrangements to handle our planned mass arrivals were pretty good, and the staff interested in our crazy trip. The dinner in Denver was superb - delicious and perfectly cooked Colorado rack of lamb, and good Chilean Sauvignon Blanc and Argentinean Malbec.

I've booked my next Hyatt stay (at MCO), and confirmed the upgrade. Now that my Montreal miles have posted, all is good. Hey, I also appreciate that the points in my dormant account had not disappeared which is more than I can say for one of Hyatt's competitors.

Does anybody have a phone number to reach a Diamond CSR?

If you have a new Diamond card, the phone number should be on the back of your card.

Hyatt was incredibly generous with all of us.

There was some confusion and communciations can be improved in the future. Even with me. My ORD points didn't post, so I had to send in my folio. They posted the 1000 point Diamond amenity.

What Hyatt provided to us was way better than a lounge, even cocktails and h'or doerves at the Park Hyatt in ORD... a dinner with cocktail reception in Denver, etc. I wouldn't think to have asked for lounge closure points, and if I shouldn't have gotten the 1000 point amenity I would be more than happy to have it returned. I feel genuinely guilty that it posted for me. 1000 points isn't worth a positive, productive relationship with Hyatt Gold Passport that generates 150+ Diamond memberships at a pop. Wow, I'm still blown away by the picture of table after table of new Diamond welcome kits sitting out in front of the breakfast room at ORD...

FWIW I never did return the 1000 point card that I won at dinner in DEN for coming up with 5 changes to the Gold Passport program since April 09. I was being egged on to answer when initially folks were struggling, but I really didn't feel like I should be taking the points.

Taking this thread back to its stated purpose for a moment:

Are non-point-qualifying stays (e.g. Priceline bookings) eligible for the 1000 diamond amenity points? Or should one just take the food and beverage amenity and be done with it?

Hyatt grants status perks for all stays - revenue, award, Priceline / Hotwire, etc. - so yes you are entitled to the 1W (1000 point Diamond welcome amenity). That said, unless you have incidentals on your folio, it won't post automatically and you'll have to call Customer Service.

Like I said in the other thread, Hyatt was extremely generous that they gave me 1000 points for their mistakes in SFO (prior to the DO), YUL and DEN...... i never even asked for it...... However, I did not receive an amenity in YUL at all.

Having said that, folks it ridiclous to ask for the 2,500 points in lieu of the club access..... Afterall you were given free breakfast everyday. And as per Hyatt GP's T&C "Enjoy daily complimentary full breakfast in hotels without a club lounge" you should be grateful that they have honored an alternative.............

While most of the attendees were very nice and such.........I have to agree there were people that should govern themselves..... Here are some examples that I have heard (either first/third hand) and witnessed

1. Those demanding an upgrade when all the suites were full

2. Those lecturing others not to use their overhead bin space or stack on top of/near their baggage

3. Those that had 1+1 on board or 1+2,3,4 on board complaining "these frequent fliers are slower / have more stuff than a regular flight and should check their items in"

4. Now all this commotion about "I deserve more points"

Anyways.....after my rant......I wanted to thank Hyatt for the wonderful hospitality (might drop Mr. Zidell an email too) and I am now eyeing to stay @ their Montreal hotel again in Oct and New York in Dec for sure!

I wished they would build or acquire more Canadian Hyatts...... and knock those in Buffalo and Rochester Hyatts off the map LOL *evil grin* - any comments peteropny

Really? Is that true that Hyatt credits Priceline stays? I had no idea.

no stay credit -- just points for incremental charges!

Officially no stay credit / points for the room - but points for incidentals. However, occasionally there is a glitch and stay credit / points on the room does happen - don't count on it though. The above comments were answering question about the 1000 point welcome amenity which is a status perk item and not related to stay credit

Way back in the day Priceline stays used to count, for status and for promos. And any room charge would count towards promos.

Two Priceline stays would generate a Faster Free Night. And then an incidental charge on your free night would count towards your next free night (so 1 Priceline stay + 1 Free night = Free night). AH, the days.

Similarly, once upon a time there were people who used to Priceline their apartments more or less, and since Hyatt awarded status they'd even have free breakfast and evening cocktails.... eg HR San Francisco, I remember someone basically living there via Priceline circa 2001.

Exactly - I took good advantage until that went away in 2005 (IIRC) - but that's historical information - don't count on these stays generating a stay credit now.

Thank you very much for your help! Indeed, the points didn't post automatically, and an online request just resulted in a form letter telling me it was a non-qualifying rate (duh!). A phone call fixed it very quickly.

The thing I've found about Hyatt over the last two years is that they are VERY responsive when you call. No doubt they make more mistakes then I would like them to. But, the resolution with them is soooo much smoother than with other programs.

I finally called the other day to get my Montreal points to post. The agent I spoke with said that he had spoken to some of the other Mega Do'ers, so he was well aware of the issue.

I'm reserving judgment, but I'm not convinced so far. I've had to waste a lot of time trying to use two suite upgrades and I still suspect that not everything is correctly documented in my reservations. When someone tells me that all is OK and promises to send a new confirmation, I expect to receive such an email promptly without having to constantly call back and remind them yet again to fix the mistake on what they sent to me. It's all very frustrating.

Resurrecting this old thread:

I "used" my first Diamond suite upgrade for my stay at the Hyatt Regency Dallas this weekend, and boy, was I ever disappointed. I made the reservation weeks ago, called the Diamond line, and had them apply the suite upgrade. It was deducted from my account.

I checked in at the hotel last night, and the place was an absolute zoo -- a big convention was going on. The Diamond line was not staffed, so I had to wait in the regular line to pick up my keys, because both web check-in kiosks were out of order. I was welcomed as a Diamond, given my choice of amenities, and a card explaining the breakfast the wifi. I thought that all was well until I opened the door to my room and saw that it was just a regular room. I called down to the desk to complain, and was told that the hotel was sold out, "but we gave you a room on a higher floor with a good view."

The next morning I checked my account, and my redeemed suite upgrade had not been returned to me. I asked at the reservation desk if I could get it returned. They said that they had to fax a form to Gold Passport.

Soooooo.....is this how it's supposed to work -- the upgrade is only "confirmed" if the hotel isn't sold out? I thought that a "confirmed suite upgrade" is like a confirmed mileage upgrade. Am I naive? Do I have a complaint, or should I just let it alone?

Oh, and a p.s. to this story -- I got back to the hotel last night, and the place was cordoned off -- tons of police and security milling about, a "crime scene" van outside the front door, and they were in the process of clearing the lobby.

I am editing this post to add: Tragically, I just read in the Dallas Morning News online that a 15-year-old (presumably with the group of teenagers staying at the hotel) jumped from the 18th floor balcony, and died instantly -- a few minutes before I got back to the hotel. My room is on the 18th floor, and I had to state my room number before the police would let me through. The only explanation we received from the hotel was a note slipped under our door apologizing for the fact that there was an "incident" which required them to shut the bars and restaurant down early.

Sorry to hear of such a bad experience. My understanding was that it is a guaranteed suite upgrade and here is what T&C say: " Upgrade must be requested and redeemed at time of reservation and is subject to availability. Upgrade confirmation will be provided at time of reservation"