I give Marriott a hard time about their failure to enforce elite benefits at their properties. They actually offer a benefits guarantee backed by cash – in theory – but in practice Marriott’s customer service will usually parrot whatever a hotel tells them and then say all they can do is pass concerns along to the hotel.
While I find Hyatt’s elite benefits much stronger – especially the ability to confirm suite upgrades at the time of booking, along with breakfast benefit that is well-defined (to include an entree, coffee and juice, and covering tax and gratuity) and late check-out that’s usually proactively offered rather than denied – customer service doesn’t always do a good job at keeping properties in line.
A reader was checking into the Hyatt Union Square and asked prior to arrival about possible suite upgrades. They were told:
- A standard suite was available
- It would be provided if they wanted to use a confirmed suite upgrade
- But they would not honor a complimentary elite upgrade to a suite.
Hello Mr. […], yes we do have the Empyreal Suite available for your stay but you would need to apply a suite upgrade award for that suite.
Hyatt Union Square
They sought help from Hyatt, but were told the hotel can do as it pleases:
We would have to follow the hotel’s decisions when honoring upgrades for guests. Again, I am sorry. I can certainly place an upgrade request on your reservation, but again, this would be at the hotels discretion. The only way to secure this for you at this time, would be to use an award.
Pushing back further that the program’s terms and conditions entitle Globalist members to a standard suite if available at time of check-in for the length of their stay, they were told no dice:
The awards are there because they are necessary. Without an award securing the suite, this would not be an option at this time as the hotel has stated, […]. We will need to follow the words by the hotel and use the award, if wanting to guarantee the upgrade. At this time, the hotel has provided their answer and this is final. We would not have the power to overrule the hotel. Again, I am sorry for any confusion there might have been.
They followed up with their concierge and were told that upgrades are at the discretion of the hotel.
Now, to be clear, the hotel does not have to provide a customer an upgrade in advance of check-in. And they prioritize upgrades across Gloablists and Lifetime Globalists. A suite for sale doesn’t mean it’ll go to a particular member. Here the suite was available, and offered to confirm in advance, but the member was told the hotel would not provide it as a complimentary upgrade even if it was available at check-in for the length of their stay.
Hotels have misunderstandings and need correction. Benefits need enforcement. The problem here is lack of enforcement where Hyatt stonewalls the customer and tells them the hotel can do as it pleases, rather than recognizing that the hotel is blatantly declaring an intention not to follow the rules of the program, and in fact failing to follow those rules.
If benefits aren’t delivered, they aren’t valuable, and won’t serve as a motivator for guests to chose the brands.
I am impressed with something from Hyatt here, however – it appears that this member’s concierge replied in less than a day. Mine generally takes 3-5, and I don’t remember how many years it’s been since I’ve received a same day response. Subpar service from Hyatt concierges was the number one top elite concern with the program expressed at a meeting with Mark Vondrasek and Amy Weinberg 15 months ago but I haven’t seen improvement.
The Hyatt Union Square is a franchised property, operated by HHM Hotels. You may want to look at avoiding their other hotels: https://www.hospitalityonline.com/hhm/locations
With Hyatt moving more and more toward franchising, it’s no surprise that Hyatt won’t enforce standards. Look at club lounges. Hyatt Regencies almost never have one anymore even though it’s supposed to be a brand standard.
As bad as Marriott is, at least some benefits have nominal cash compensation. The problem is not all benefits come with compensation.
I would be annoyed too but the hotel did provide the member an option if they wanted the suite upgrade. If these offenses by specific properties are so aggregious, stop staying. Fool me once, shame on you, fool me twice shame on me. Nowadays it seems like so many elite members are complaining but still providing revenue to the offender. Stop. There are other options out there, use them. Complain with your wallet/purse, then maybe these properties and loyalty programs will learn.
Hyatt Union Square is an excellent hotel. I used to stay there for work. (Now I live in Manhattan full time.)
I really don’t care to read any more articles about hotels of any brand denying upgrades, breakfast, what have you. We can all blame Marriott or whomever for starting the trend, but it’s a clear trend now, it cuts across brand lines, and there’s no going back. Hotels are increasingly franchised by greedy owners in capitalist America who wouldn’t know true hospitality if it were a rod that were implanted permanently in their posterior. Hotel guests of the current generation have long forgotten, if they ever knew, what it meant to be a loyal customer. The bottom line is the bottom line.
A good hotel is one that provides a clean, quiet room and one that has service staff that both appear and actually are polite, patient, and receptive to questions and requests.
Hotel elite benefits will not exist in 30 years.
Welcome to 2025. Abuse of power is the new normal (maybe always has been). We, the people, don’t have to put up with this, yet many of us will anyway. If a particular hotel is not honoring benefits, let’s name and shame them so they feel the pain. Sure, it would be better if these companies were honorable, but folks, this ain’t Japan, and no one is coming to save us. Sure, also, it’d be swell if our courts and regulators had a spine, because maybe then, someone might protect us. But, nope, we gave away all power, and the only remaining leverage we have is boycotting, which only works in the aggregate, and there will be some of us scab or shill for them anyway. This is probably why some right-wingers on here hate unions, because when the people get together and actually fight for better for themselves and others, that cuts back on the abuse of power by these oligarchs and their enablers and mercenaries. Wake up!
I certainly want to read about these denials since I choose to stay at Hyatt PRECISELY because of their published benefits which, should not be at discretion of hotel — either the benefits are honored or Hyatt is breaking its implied contract with its members.
Keep on Gary!
why are you taking the side of a Globalist who is complaining about requesting in advance of arrival for a free suite upgrade? the hotel’s response is 100% correct – if you want to secure a suite in advance of arrival, use a suite upgrade award. the Globalist here is attempting to game the system by queue jumping for the free suite upgrade when that available suite, should it still be available on check-in day, is to be correctly allocated as a free upgrade to an arriving Globalist based upon hotel discretion. Maybe the available suite has a 4pm checkout and the hotel knows a Globalist & past guest is arriving at 8pm. They are well within their rights to deny it to a beggar globalist in advance & to him if he arrives at 4pm.
I have a different read on this. The guy should have just used his cert if he wanted the upgrade. Why did he even bother calling in advance?!
Hey Listen,
You’re not listening. Read the article again. What you described is not what happened.
@ Gary — Simple solution is to stay elsewhere. I don’t even consider Hyatts in Manhattan as an option. I’ll take IC or Conrad over any of the stingy Manhattan Hyatts every time. Resorts World JFK and the Hyatt Jersey City are fine for one or two nights, as long as you don’t need to go into Manhattan.
I’ve been told the same thing by my concierge–that day-of upgrades to open suites are not something hotels have to honor.
@ 1990 – I’d rather stay home with my spouse and cat in my mansion anyway.
As I’ve said before…. Hyatt sucks. Avoid at all costs.
As a frequent business traveler I have witnessed customers being denied upgrades as I check in and overhear the conversations. Nine times out of ten when I see a customer denied a free upgrade it is because the guest is rude and demanding. I would deny them too.
Wake up and act like a polite adult and perhaps you will be offered better service and upgrades.
@ David Read — It is amazing what being nice will do. I’ve been denied the upgrade at check-in, told them thank you anyway, and amazingly they then have an upgrade. They deal with jerks all day, so I guess the upgrade goes to someone who is kind to them. That is how the world should work!
Yes, I love VFTW, but it’s tiresome to see so many examples of hotels fighting with their best customers.
Who wants breakfast at the Rio anyway? Better yet why stay there? I’d see Penn &Teller then leave. Too many better properties in a city with 175,000 hotel rooms.
I blame Donald Trump.
I actually don’t see a problem with this, and I’ve been a Hyatt Globalist for years. They were given the option to use a suite upgrade reward, and they were not guaranteed a complementary upgrade, as there is still a possibility that someone could book the suite. They were given the option to request an upgrade still, at the hotel’s disgression at checkin. What exactly seems to be the problem? People have become so entitled these days that they think they should just be given an upgrade if it is available immediatly. It was still possible they could get the upgrade at checkout, they were just told that they couldn’t receive it immediatly before hand without the suite upgrade reward.
As soon as you see the Indian-isms like saying “the words by the hotel” instead of “the hotel’s decision” and constantly using “we would” to mean “we are,” demand to speak to a fluent English speaker based in the U.S. As long as this is put off to third-worlders who are unable to comprehend concepts of law and rules, nothing will change.
I have gotten a suite upgrade the majority of times as a Globalist or at least a great oceanfront upgrade but this is never confirmed ahead of time. I can make the request, let them know it’s a special occasion, the most they say is they will see what the can do at the time of check in.
My concierge sometimes responds in 1 day, sometimes 5.
There is nothing more annoying to an elite member than not receiving our benefits. We gave paid tens of thousands of dollars at least to this brand to get this status.
I have never been denied breakfast but find more and more Regency have no Club Room and it’s a big negative on the whole experience.
Appreciate the post! Like many readers, every year I have to make some decisions about loyalty to hotel/airline brands. I have been a hyatt globalist for the last 5-6 years, but have noticed a gradual deterioration in suite awards (despite suites available for purchase) and the breakfast benefit (previously an industry-leading benefit in my opinion). Many times I can’t apply suite upgrade awards because of weird restrictions and the certificates just expire because I can’t use them. My success in international (non-US) destinations has been better than domestic properties. My concierge does absolutely nothing for me. She won’t even sign me up for the standard promotions anymore. Overall enthusiasm for WOH program and maintaining status very low given little to no value these days. Hyatt really used to be different and better than many of its competitors. Sad.
I have noticed a change in the interactions with Hyatt concierge in the last year. They seem to be mostly interested in providing cover for what the hotels want to do, making up policies. Recently, had a stay at Grand Hyatt DC that was very aggravating. Tried to apply a suite upgrade award to a standard suite and was told my concierge that I couldn’t because it wasn’t listed in their system as a suite available for upgrade. Even though the website said it was a standard suite. Called the globalist line and they called the hotel but a manager said they could not apply a suite upgrade award because the room was under construction. Mind you I could book it online. Waited a day and called the hotel directly and asked about the room and was told it wasn’t under construction. Had the globalist line call the hotel back and speak to the same person to book the upgrade. Got it but what a pain. The hotel didn’t want to allow the upgrade and made up stuff to prevent me from doing it. Concierge provided them cover.
As a Globalist I don’t have any problem with this. There is currently a suite open – if you want it guaranteed, use your certificate. All day of check-in upgrades are crapshoots, even more so than airline upgrades. The latter follow a defined policy, while hotel same day upgrades are logically at the discretion of management, regardless of the official rules. Maybe they’ll give it to the Globalist who stays with them repeatedly, maybe there’s a group staying there and they want to upgrade the person who booked a dozen rooms to thank them and give them a place to organize, maybe they’ll offer it up as a paid upgrade to the first taker, maybe they’ll leave it open to keep housekeeping costs lower, maybe the manager just wants to use it for a hook up. The possibilities are endless, some legit, some not, but bottom line a space available upgrade doesn’t mean “is there inventory at check-in”, it means “does the hotel have no other purpose for it over the course of your stay”. As a Globalist, I do expect an upgrade to higher room categories when the hotel is not sold out, but I don’t expect to be upgraded to a suite just because it’s sellable.
Listen and Johnny both bring up a valid point; there’s a crucial piece missing here. As Gary says, the guest “asked prior to arrival about possible suite upgrades.” How far “prior to arrival” did he ask? Gary later writes “it appears that this member’s concierge replied in less than a day,” so we can assume it was less than 24 hours. But if a Globalist member messages the hotel (or Hyatt) before actually arriving and checking in, they don’t have to upgrade the guest in advance.
The hotel *should* have said something like, “If you wish to reserve this suite, we recommend using a suite upgrade award, as there’s no guarantee it will still be available upon your arrival; however, if it is still available at that time, we will be happy to provide you a complimentary upgrade to it.” But from the information we see above, the hotel never says they *won’t* upgrade the guest *at check-in* (i.e. upon arrival) if the suite is still available then (and why wouldn’t they still try to sell it between now and then?). Gary’s statement, “the member was told the hotel would not provide it as a complimentary upgrade even if it was available at check-in for the length of their stay,” does not seem to be correct based on what’s shown in the post.
It would help if Hyatt and the individual hotel were clearer about this distinction and made a commitment to upgrading the guest if it was still available when he arrived. But as it stands, I think the hotel was in the right, and the guest was asking for something he wasn’t entitled to – or at least wasn’t entitled to *yet.*
My situation at the Hyatt Regency DFW was even worse. I’m a Globalist. Upgraded into a suite on the morning of my arrival. Checked into the suite using the Hyatt app. Had digital keys. At physical arrival, the front desk DOWNGRADED me to a standard room and offered no compensation at all. Nothing.
Another Globalist here, article is spot on, it’s an issue. Some readers miss the whole point about it being AT THE TIME OF CHECK IN. The guy was not trying to confirm ahead of time, It’s a hotel was the one that brought up the certificate. I cannot see a reason a hotel would say no at that time if one was a available, especially to the top tier Globalist which does not come cheap.
There’s an easy solution – screw these hotels. I have stayed at the Union Square Hyatt menu times in the past – never again until they get the relationship right. Loyal customers are what keeps hotels afloat.
Do yourself a favor – Skip booking directly with brands and use Amex Fine Hotels and Resorts properties. Late checkout, breakfast, and room credit.
The only way these businesses will change their behavior is when it affects their bottom line – $$$$.
When will other travelers realize that elite travel benefit programs are a complete and total scam?
There is zero regulation not to mention even self regulation. Frequent travelers have been bamboozled into thinking they are special. But only special because they’re able to pay more and do.
If that hotel thinks it can sell the suite for real money to another traveler, Mr or Ms Elite Traveler are gonna get hosed.
On top of all that, the massive mergers of brands and programs has rendered true competition dead. They don’t need to kiss your hiney because they’re the only game in town. If you keep using the plan, their bad behavior has been validated.
@ Darin — Glad to know I’ll always win out the suite over you. If a standard suite is open when a Globalist arrives, they are guaranteed the suite. If not, they can cancel my reservation for a full refund, and I will stay elsewhere.
@Nick, that sounds extremely disappointing. I had something similar happen at a Marriott many years ago (but didn’t push the issue because I was technically staying on my dad’s elite account anyway) – still sucked to literally have a printed-out confirmation showing a 1-bedroom suite, only to be given the regular room I originally booked, with no compensation. Feels way worse than just not being upgraded in the first place; like, I know I’m not *entitled* to an upgrade over other elite guests, but if you’re gonna upgrade me, at least don’t say “psych” afterwards!
I wonder what would have happened if you went to your suite first, using your digital key, without stopping by the desk? I’ll have to keep that in mind in the future, just in case. Though it seems like when I do digital check-in and get upgraded, the app often tells me to stop by the front desk anyway…
Prior to check-in? I agree with the hotel then. It’s more of a customer service move if they were to honor it.
If things like this happens more often, the less likely there will be upgrades available at check-in, as people will just keep asking beforehand. My guess is that this reader did this back in the day (or still does) when staying at Marriott properties, as their chat functionality in the mobile app allows for it.
So Hyatt’s written rules are not rules at all but suggestions? I call BS. This Bonvoying is something you half expect with Marriott but not Hyatt. I wonder if the person can sue in small claims court since the hotel seems otherwise unlikely to do anything.
@Gene — When you said ‘mansion,’ I couldn’t help but think of Looney Tunes: ‘My name is Elmer J. Fudd, millionaire. I own a mansion and a yacht.’ These days, I think they’d need to say ‘billionaire’ to be more accurate. Thanks, inflation!
These guaranteed elite benefit denial cases are getting more and more egregious (though this specific case seems legitimate because he was calling in advance rather than asking at the hotel check-in) Let’s be clear. Denying guaranteed benefits is not acceptable. It is FRAUD and deceptive advertising. Elites pay above-market rates at chain hotels to obtain elite benefits. To then deny those promised benefits is effectively theft. I would not be surprised if an enterprising lawyer starts a class-action lawsuit about denied benefits should the situation get even worse.
Sadly, we need to vote with our feet (and our dollars). Hyatt Globalist just isn’t worth that much anymore because hotels routinely made promises made by Hyatt to its Globalists (and other elites).
The solution is simple: I’m not going to bother chasing Hyatt status anymore.
Perhaps the attitude towards room upgrades should be the same as flight upgrades: “You want First? buy First!” And: “You want a suite? Pay for a suite!”
@Steven, agreed 100%. If a business promises me “If you purchase X, we will give you Y,” then getting Y is a condition of my purchase / part of the package I’m purchasing for the agreed-upon price. To then not provide the promised ‘Y’, particularly with no fair compensation, is fraud.
But I worry that if such a lawsuit succeeded, hotels would just stop promising elite benefits at all, or they’d add in weasel language like “at the hotel’s discretion” to every single thing. “4 pm checkout, if we decide it’s available.” “Suite upgrades, if they’re empty and we’re feeling generous.” “Free breakfast, unless the restaurant’s operated by a third party, but don’t expect more than a muffin and cheap coffee (tax and tip not included).” I don’t want to see every chain become Choice Hotels; I just wish the chains themselves would enforce the benefits and penalize rogue properties (like SPG apparently used to) instead of siding with those noncompliant properties.
I think part of the problem is the “asset-light” model these chains are usually choosing, where they don’t want to directly own and operate their own hotels. There must be a reason (financial? tax-related?) that they choose that. I wonder if we could incentivize hotel chains to own their own hotels again instead of franchising out to all these third parties that don’t seem to care if they destroy the brand value by underdelivering on promises (or was that always the case?). But that’s above my pay grade…
@Chris W They choose to be asset-light in order to provide plausible deniability for denied elite benefits while still benefitting from the revenue premium from promising them (this is the inherent fraud in the business model). “We didn’t deny your benefits, the local hotel owner did, so there is nothing we can do”.
This is completely unacceptable and is clearly rejected in almost any other industry. Boeing was basically forced by the government to merge again with Spirit Aerosystems after blaming it for its plane construction problems. If you paid a company a flat fee to build you a house and they chose to use cheap subcontractors instead of build it themself, you would not be cool with it if the subcontractor failed to build the roof. You would rightly tell the general contractor that how they choose their subcontractors is up to them, but you expect a complete and well-built house.
The same applies here. Hyatt, Hilton, and Marriott may have franchise agreements with hotels of diverse ownership, but it is ultimately THEIR responsibility to either enforce benefits (including threatening to expel non-cooperative properties from the program if need be) or to provide clear property exceptions or “if available” language on their website so customers have full information when making purchasing decisions. Anything less than that is fraud and deceptive.
we have found that the hyatt all inclusives do not accept SUAs. we always go through MHC to add any special notations to our reservations—anniversary, please upgrade if available, etc… that being said, we recently had a 2 night stay at secrets royal beach in the DR. we were next door at dreams, and walked over to secrets (1day prior) to *inquire* about upgrades. (normally, the AIs will do a 1 category upgrade. we weren’t asking for a suite.) we said we would pay for an upgrade. the gal at preferred check in icily replied that it was *hotel policy* to give guests the room category booked—she didn’t even look for availability. and again, we were willing to pay. although we were polite & friendly, she was very terse in what seemed more like a confrontation than an interaction.
checked in next day, and as we were walked to our room (category that we booked), we passed other rooms with the doors adorned with ribbons welcoming UVC members, or wishing a happy birthday/honeymoon/anniversary. i should mention that on this trip we started with a few days at zoetry, then dreams, and finally secrets. zoetry and dreams upgraded our room; had an anniversary ribbon on our door; and had chilled wine, a fruit bowl, a charcuterie board, and chocolate covered strawberries waiting for us. our room at secrets had some chocolate covered strawberries FOR ANOTHER GUEST, and her “welcome and thank you for being an unlimited vacation club member” note from the GM.
our butler said room service left *mrs water’s* amenity by mistake, and they were waiting for us to check in so they could bring us “cold wine”, but we should enjoy the strawberries.
when i picked up a strawberry, the stem came off bc the strawberries were rotting inside the chocolate shell. i called our butler and asked for a replacement. we never received the strawberries, the “cold wine”, or anything else.
it’s an ALL INCLUSIVE, so it’s not like it would cost the resort extra to have some wine, fruit & cheese waiting in our room. this was the first time that we’ve felt being a globalist wasn’t *enough*. at dreams, the preferred check in manager came over to us and thanked us for staying at the resort—that it means a lot when globalists (i.e. loyal to the brand) choose to stay with them. it doesn’t take much to win over a guest—just a few simple gestures.
AFTER our trip, an email was to our concierge about secrets—what seemed to be staffers’ lack of knowledge/treatment when it comes to globalists vs. UVC members. the reply was tone deaf, and only referred to an upgrade not being available (untrue). nothing about ensuring staff at preferred check in are aware of hyatt’s benefits for WOH members, which was our main point.
would i stay at dreams royal beach again? absolutely!!! secrets royal beach? definitely NOT!
I’m with the hotel. If the guest wants a suite, use the certificate. If he is a very frequent guest of the hotel, sure, no need to even ask, the hotel can block off the suite in advance for him/her. I have had a particular hotel who I have been a loyal frequent guest for oveer 30 years in Thailand do that for me and they would email me in advance that they have done so. I don’t expect them to do it but appreciate it. That’s what loyalty means.
A “standard suite” upgrade is not what this is. The Empyreal is the most expensive room in the house at basically $1000/night. A standard suite would be the junior suites that are about half the price.