Hyatt Violates Hyatt Gold Passport Terms and Conditions With Flash Sale

This post is not related to Tokyo Hyatt hotels (yet…), but since I’m not exactly burying you under an avalanche of content these days…

The Hyatt Gold Passport Terms and Conditions is a meaty beast of a document, coming in at just under 13,000 words in total. With that in mind, perhaps it’s understandable that even Hyatt itself has trouble keeping straight with what’s in it.

On the heels of their successful Southeast Asia Summer Flash Sale, Hyatt has decided to offer another one for the rest of the year. But this time around, Hyatt decided to get a little bit cheeky, and hid one tiny new sentence in the tiny fine print of the offer Terms and Conditions. Even I didn’t find it on my first run through; it took an observant Flyertalk Poster to alert me to this gem:


Offer not applicable to Diamond Suite upgrade.

To me, the Diamond Suite Upgrades are the crown jewel of Hyatt Gold Passport Diamond status: the opportunity to upgrade up to four paid reservations a year to a suite. At the eligible Tokyo Hyatt hotels (sadly, Andaz Tokyo is exempt from this benefit, but I did manage to sneak into their suite once anyway…), and especially the Grand Hyatt Tokyo and Park Hyatt Tokyo, this Diamond benefit alone has the potential to be worth tens of thousands of dollars a year! And the best part is that, unlike the ability to upgrade to a suite for 6000 points a night that requires booking at the Hyatt Daily Rate, the Diamond Suite Upgrade is good with any paid rate!

Since the people that put this promotion together obviously cannot be bothered to read and comprehend the 13,000 word behemoth, I have outlined the relevant passage of the Terms and Conditions that spell this out (in image form, lest the original text end up “changed” in the near future…)

Taken from my smart phone so I could make my case on Twitter while riding the train

Taken from my smart phone so I could make my case on Twitter while riding the train


Had to dig into another section to find where "Eligible Rate" was defined. Way to be user friendly, Hyatt!

Had to dig into another section to find where “Eligible Rate” was defined.
Way to be user friendly, Hyatt!

I’ve brought this to the attention of Senior Vice President of Hyatt Gold Passport, Jeff Zidell, who has replied to say that they are looking into the matter. I think that it’s very clear that Hyatt will have to make a choice: change the Flash Sale to allow Diamond Suite Upgrades, or change the Terms and Conditions to inform Diamonds that they will have to read the fine print of each and every rate to determine if this benefit will apply. I certainly hope that they will choose the former…

Regardless, I’ll send another update when we get a final verdict!

3 thoughts on “Hyatt Violates Hyatt Gold Passport Terms and Conditions With Flash Sale

  1. Hi!

    Any update? Did you hear back from Mr. Zidell?

    I’m curious because I almost took advantage of that special (and would have wanted to use a DSU) and anticipate that there will be more flash sales to come.

    Thanks!

    • I talked with Mr. Zidell on the phone a while back. He acknowledged the discrepancy between the T&C and this offer, but said that they had yet to decide about what to do about it going forward.

      At the very least, I have yet to see another fare offered with the same restriction since.

  2. Wow I didn’t know my tiny observation would lead to this post and to the VP having to look into the matter. Actually this isn’t the first time it happened. I think in previous flash sales, it specifically mentioned no DSU allowed but it was in a very obscure part of the T&C. I didn’t notice it at first and booked a room and called up to use DSU. Luckily HGP let me use the DSU after checking with supervisor. However, I think HGP should be more consistent in these sales and state it explicitly what their intention for DSU usage can be applied.

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