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I have a reservation at the Hyatt Regency Bali in the New Year. It opens on January 2nd, and I’d written how you could stay at the resort for Category 1 prices beginning on the opening date and throughout the year. This is exactly what I did with my reservation – using a cash + points rate of 2500 + $50 ( when cash + points were fixed ). I’d assumed, since every category room was available, as well as the 3k point upgrades to club that I wouldn’t have a problem applying one of my Explorist certificates.
I recently contacted Hyatt via Twitter to see if they could apply the upgrade for me. You can read our twitter exchange below, but they gave me all sorts of reasons why they couldn’t.
I’ve NEVER been denied using a club access award if an upgrade with points is also available – which it is. Upgrade certs grant access to the club, but don’t necessarily give you a club room – much in the same way a Globalist may have access to the club but not stay in a club room. Essentially they’re saying they are capacity controlled – fair enough – but over my dates the hotel is selling every single kind of room type – so head’s up if you’re looking to stay at this resert in the future, or another – get your upgrades locked down.
I ended up calling in
The rep on the phone had to send me up the ladder and ultimately I changed my resevation from cash + points to all points as they had recommended that could potentially help me out. After more thought I wanted this anyways as it was only an additional 7500 points to save some $180 in fees, taxes, etc.
Now I have an all points booking that still cannot be upgraded using my cert. I may end up just changing the reservation to 7k a night and securing club level, and hope that this sort of capacity control is limited and not an omen for more widespread blockage
Anyone else try and apply their upgrade only to be told it was impossible?
*feature image courtesy of Hyatt.com