UPDATE: Both charges were refunded to my credit card. The reservation is still showing up in my online Hyatt GP account; hopefully it will work to just pay at check in.
I have recently written about how I achieved Hyatt Passport Gold Diamond status through the Elite Trial Offer. My first order of business as a Diamond member was to use one of my Diamond Suite Upgrades (DSU) for a trip I have reserved (and pre-paid) at the Hyatt Regency Grand Cypress Orlando in June. Little did I know I would be charged a large fee for Hyatt Diamond Suite Upgrade.
I initially made the reservation through a Best Rate Guarantee claim that was approved.
After receiving this email, I called the Hyatt Gold Passport line and reserved the room. All good so far. This is the email confirmation I received:
It was a refundable rate so I paid the entire amount at the rate of $148.94 a night. The charge went through on my credit card as expected:
After achieving Diamond status, I called in to the Hyatt Gold Passport line and spoke with a friendly agent who assured me that he was able to get me into a suite upgrade for my stay. He even had me on hold as he called the property to confirm that I would be able to get a suite with two beds (I am going to Orlando with a friend). Great! I received the confirmation quickly that included notice of the Diamond Suite Upgrade confirmed. Note that the nightly rate is the same as in the first reservation, as it should be:
All seemed fine until I checked my Hyatt Visa balance and there was a new charge from the Orlando property:
So as of now I have paid $1,441.47 for three nights at the Hyatt Regency Grand Cypress in Orlando. While I am sure it will be a lovely property to stay at, I am not wanting to spend almost $500 a night for the room! I have never heard of a fee for Hyatt Diamond Suite Upgrade, so I am guessing this is some weird accounting error.
I will update this post as I work on getting it sorted out…
UPDATE: After contacting @HyattConcierge on Twitter, I was told that the hotel had a “glitch” in their system and that the full amount would be refunded and then I would need to pay $587.03 for the room at check-in. My original charge was $502.68, not sure why it is $85 more. Resort fee being added in now I am guessing. They mystery continues.