Reader John asked the following question on a post I wrote a few weeks ago about Hyatt Diamond Suite Upgrades:
I have a confirmed booking at Park Hyatt Paris Vendome using cash + points. The entry level suite is the Park Suite King. The Park Suite King is available for the days I’m staying there. When I called Hyatt Diamond line (three times already), they said that the Park Suite King is not available for the suite upgrade. In your primer above, it says that if the entry level suite is available for a booking, then it should be available for the DSU. Can you explain why this is the case (i.e., not available for DSU) when it’s available to be booked?
For those of you not familiar, in early 2014 Hyatt introduced Points + Cash, whereby, as the name suggests, guests could redeem part points and part cash for a hotel stay. Really this was Hyatt playing “catch up,” as most other hotel loyalty programs already offered such an option.
This was in conjunction with an award chart devaluation, and really sort of evened things out in a way.
What was most exciting about Points + Cash is that they count as “qualifying” stays. That means stays booked using Points + Cash are eligible for points accrual, elite stay/night credit, and also count towards promotions. For Diamond members, Points + Cash stays are also eligible for Diamond Suite Upgrades.
However, there’s a bit of a catch when it comes to redeeming Diamond Suite Upgrades for Points + Cash bookings, as John has encountered:
- When on a fully paid cash rate, Diamond Suite Upgrades can be used to confirm an upgrade to a standard suite at the time of booking, pending availability, with no capacity controls
- When on a Points + Cash stay, Diamond Suite Upgrades can be used to confirm an upgrade to a standard suite, though those upgrades are capacity controlled
So there is indeed only a sub-set of suite inventory which you can upgrade a Points + Cash stay with using a Diamond Suite Upgrade, and that will vary by hotel. Some hotels make all standard suites available, for upgrades on both paid and Points + Cash stays, while others seem to have some sort of a quota on Points + Cash stay upgrades. For what it’s worth, based on my limited data points I’ve noticed more and more capacity restrictions on suite upgrades using Points + Cash.
Hyatt has the most generous confirmed suite upgrade policy of any hotel chain, given that they let you confirm a suite upgrade at the time of booking, down to the last standard suite. So I don’t think they’re being unreasonable by adding some extra restrictions.
That being said, my hope is that long term they’re able to make the whole process more transparent, both by allowing Points + Cash bookings and Diamond Suite Upgrade Award requests to be made through the website. I do genuinely believe Gold Passport is working towards this, though Hyatt and IT often don’t go in the same sentence. 😉
Have you ever run into issues redeeming Diamond Suite Upgrade Awards on Points + Cash bookings?