A reader reached out to me about the Park Hyatt St. Kitts. The hotel appeared to be selling standard suites for the week between Christmas and New Year’s. As a Globalist (top tier elite) he wanted to book a room and confirm a suite.
However he reported that the hotel responded to Hyatt, when they tried to confirm the suite, that the suites weren’t actually available and that the inventory was a glitch. Despite this ‘glitch’ coming to light, the space remained bookable on Hyatt’s website for several days. He asked how he should proceed?
- Look at the cancellation policy of the hotel. Make sure that a booking isn’t non-cancellable. Some resort properties might impose such a penalty on bookings during peak holidays.
- Assuming a reservation is fully cancellable, book the suite. Then see if they’ll confirm that the reservation will be honored.
- Make the point that the hotel was willing to take a paid booking for the suite and confirm it as not a glitch, so surely it was a mistake to say that the suite wasn’t available for confirmed upgrade?
That’s exactly the path this reader took. And the hotel went ahead and confirmed his original booking into a beachside suite, as they should have from the start.
World of Hyatt confirmed suite upgrade inventory is not capacity controlled. Each hotel identifies the room category that suite upgrades will book into. And once that category is identified, if a room is available in that category then it’s available for upgrade. Period. Hotels do play games with this, and when they do they should be called out for it.