I have been a Diamond member of Hyatt Gold Passport for more than 10 years. About 2 years ago Hyatt relaunched the scheme with a host of extra benefits. I am a big fan of the scheme and usually enjoy upgrades to the Club Floor, free internet and a welcome amenity (or in the US some bonus points). Details of what’s on offer for Diamonds are at – http://goldpassport.hyatt.com/gp/en/benefits/membership_diamond.jsp
I would also add that I have stayed at the Park Hyatt in Hamburg several times. 21 times since 1999. I checked in last night (11 November) and have to say that with the exception of the free internet I got none of the benefits! Weird!
Anyway, on check-in I was given a “nice room” on the 6th floor. Well that was what the agent called it. The Grand Club (GC) is on the 7th floor and as the agent mentioned I would get breakfast tomorrow I assumed GC was closed or full. Checking the internet I found they were still selling GC rooms which I thought odd.
No Diamond Amenity arrived in my room, and whilst this is just usually three apples at this hotel it was a bit odd.
I went down for breakfast this morning but no one in Restaurant had any record of me having it included. I have up as the price was quite high.
At check-out I mentioned all this to the agents, who when they had looked at my record told me that I should just have gone up to the Grand Club. Well I am not about to be sent away – being English we have a dread of public embarrassments – so I mentioned the extra points. They declined these but could offer no explanation just – ‘Next time you come please just go up there! Not likely, and unlikely I will be back here.
It’s hard to imagine this is just a single rogue agent, after all she nearly had it right – refuse GC, offer breakfast and they have met their commitment under the little known section of the rules for Diamond – During periods of high demand access to the Regency Club or Grand Club lounge may not be available; therefore, complimentary full breakfast for each registered guest and 2,500 bonus points will be given.