You’ve already read the first part, right? Terrific! Right, on we go!
For a limited time, American Express is offering a 5000 yen cashback credit on stays at Hyatt hotels in Japan, Taiwan, and Singapore. The offer can be reached from this site:
Unfortunately, the site is all in Japanese, but it is a simple form to fill out. Here are the fields you will need to fill out on the form, with English annotations and sample entries provided:
And that’s it! You’ll receive a lengthy Japanese mail to the mail address you entered above, explaining the details of the offer, a summary of which is as follows:
- Offer good at all Hyatt Hotels in Japan, Taiwan, and Singapore, for stays exceeding 25000 yen.
- Payment must be made with the American Express card that you registered with.
- The offer is good once per country. So if you could get the cashback a maximum of three times with stays in all three countries.
- The offer expires February 28th, 2017.
- The offer is limited to the first 20,000 people that register. As of yesterday, it was still possible to register.
If you have a Hyatt credit card, you’ll need to weigh the benefits of the 5000 yen cashback against forgoing the Hyatt points. Fortunately, with the impending introduction of World of Hyatt, that decision has gotten a lot easier for me to make.
By now you’ve probably heard the announcement that Hyatt is eliminating the Hyatt Gold Passport program and replacing it with the World of Hyatt program (rendering much of this website obsolete in the process)
But did you know that the manner in which this was done was a violation of Hyatt’s own Gold Passport Terms and Conditions?
These Terms and Conditions clearly state that six months prior notice is required to terminate the Hyatt Gold Passport program:
The mail regarding the change to World of Hyatt was received by me on November 1st, 2016; by their own Terms and Conditions, they should not have to ability to terminate the Hyatt Gold Passport program until at least May 1st, 2017. As I have yet to receive a valid notice with proper notification, that date as of this writing is now May 5th (and counting)
When asked about this, a Hyatt Representative attempted to claim that this was merely a “change” to existing loyalty program, not a termination, so the above clause does not apply. However, this goes against all communication sent out by Hyatt up to this point, including:
1. The original mail notification of the changes, clearly showing that World of Hyatt is a “new” loyalty program.
This message also exists on the World of Hyatt program website referenced in the first paragraph of this post.
2. The press release announcing the change, stating that World of Hyatt is “a new global loyalty program” and that Hyatt Gold Passport was ending on February 28th, 2017.
3. The notice from Jeff Zidell, VP of Hyatt Gold Passport, on Flyertalk, announcing World of Hyatt as “your new loyalty program, which will replace Hyatt Gold Passport® on March 1, 2017″.
4. The World of Hyatt Terms and Conditions, which clearly delineates Hyatt Gold Passport and World of Hyatt as separate programs.
How Will This Change Affect You?
As the full changes to Hyatt’s are long, complicated, and beyond the scope of this article, I will for now simply focus on the case of Hyatt Gold Passport Diamond members being transferred to World of Hyatt Globalist membership.
While there are several disadvantages to this conversion, the two biggest ones from the standpoint of former Diamond member are:
1. No more 1,000 point per stay Diamond amenity
2. Much tougher requalification standards. While Diamond members require only 25 stays or 50 nights within a calendar year to requalify for the status, Globalist members require either 60 nights or 100,000 base points, both significantly higher hurdles.
So a former Diamond member will, over the course of 25 stays that does not meet either of the new Globalist requalification requirements, lose enough points for a free night’s stay at Andaz Tokyo AND enjoy considerably reduced benefits the following year compared with what a Diamond member would have received.
BUT…if the termination of Hyatt Gold Passport is invalid, it stands to reason that you will still be entitled to those benefits until a valid termination of the program takes place.
This is just one example. I would suggest that you review Hyatt’s Gold Passport and World of Hyatt websites to review the changes and determine how they will affect you
What Can I Do About This?
For now, nothing has changed, so there is no reason to do anything drastic. What you can do is express your concern with how this change was given without proper notice, in a respectful email to the Hyatt Gold Passport folks at firstname.lastname@example.org. Additionally, Gold Passport Vice President Jeff Zidell has published his email address on Flyertalk, so you may also make your concerns known to him as well. Hopefully, Hyatt will hear our collective voices and make this right.
However, if things have not changed come March 1st, 2017, then that is when these invalid changes will begin affecting us. From that point on, you should keep track of all of the benefits that you should have received under the Hyatt Gold Passport program for your stays (e.g. 1000 point Diamond stay amenities, qualification towards Diamond tier for the following year, etc.) and continue requesting that Hyatt honor the old program that had not been terminated.
If you have sustained tangible losses, and have exhausted all efforts to resolve the issue with Hyatt directly, you have two options to pursue the matter further:
1. Hyatt Hotels Corporations is incorporated in Delaware, so you would need to file a Small Claims suit in the state of Delaware. While it is possible to file by mail from out of state, you or your counsel will need to appear in a Delaware court for the case. More details on how to proceed can be found here.
2. If it is too difficult to bring the case to a Delaware court, you may be able to use the Better Business Bureau to arbitrate a settlement. There is no cost to file a complaint with the Better Business Bureau, and everything can be done online.
I do have faith that neither of the above actions will be required of us. In my experience, Hyatt has always been fair and reasonable about acknowledging its mistakes and rectifying them. So if enough of us bring the matter to Hyatt’s attention, I am sure that we can make the transition to the new loyalty system fairer for everyone.
Generally, the choice between booking a Points + Cash or an All Points Award reservation is a no-brainer in favor of Points + Cash. The reasons for this are:
- Points + Cash stays count towards qualified nights and stays for tier renewal
- Points + Cash stays can generally be combined with a Diamond Suite Upgrade
- The “cash” portion of Points + Cash allows one to effectively buy points at a very attractive rate.
For the purposes of this exercise, we will assume that the benefit of a qualified stay is negligible. If you’re cutting it that close on stays, then there are a lot better mattress stay options available than Andaz Tokyo.
Let us consider the Andaz Tokyo at this particular point in the space/time continuum that I am posting this (sadly, most of my previous articles are now woefully outdated…one of many reasons why actual posts here have become so infrequent) First, the regular rates at this hotel have become so high that it is always a good value to use points towards a reservation. Unfortunately, Andaz Tokyo is one of the exempt hotels that do not allow the use of Diamond Suite Upgrades (a pity, because they are REALLY nice!)
And now, for some of you that have purchased points in the past, there is another way to buy points and a very attractive rate:
With this new promotion, let’s crunch the numbers and see what happens.
First, the Andaz Tokyo Points + Cash reservation. As a Category 6 hotel, the cash portion of the Points + Cash rate at Andaz Tokyo should be $150; HOWEVER, as the hotel charges in yen, Hyatt uses it’s own exchange rates to give us 17,785 yen:
BUT THAT’S NOT ALL! Because Andaz Tokyo also charges the following on all paid rates (whether they’re supposed to or not):
Putting my degree in nuclear engineering to good use, I calculate the total total of the cash portion of this stay to be…22554 yen.
Whereas, if you can participate in the 40% point bonus promotion, then you can purchase the additional 12,500 points needed for a full award stay (plus an extra 100) for $216.
Using a generous exchange rate of 109 yen gives us a total of 23544 yen.
So, even with all of the Andaz Tokyo tomfoolery and a 40% point bonus, it’s still a slightly better value to book a Points + Cash rate. However, given the scarcity of Points + Cash rates that are actually available at Andaz Tokyo these days, there’s no need to feel bad about topping off your points with this sale to book an all points stay and experience the fizzy jacuzzi at a discount.
Although I pride myself on being fairly proficient in the Hyatt Gold Passport Terms and Conditions, it wasn’t until a recent meal at the Park Hyatt Tokyo New York Grill that I realized that people can earn Hyatt Gold Passport points at restaurants even when they’re not staying at them. From the T&C:
3. Five Hyatt Gold Passport points will be awarded for each whole U.S. dollar or U.S. dollar equivalent, paid by a member for Eligible Non-Stay Charges. “Eligible Non-Stay Charges” vary on a hotel-by-hotel basis, but generally include spa and salon services, spa and salon retail items, one (1) day spa membership and food and beverage expenditures (except at outlets not operated by the hotel).
It was only by virtue of paying with my Hyatt Credit Card that that the staff noticed the membership number on it and used it to apply the credit, which showed up in my account almost immediately.
This only resulted in about 200 additional points but, after going over the past year’s worth of credit card statements, I realized that I had patronized Hyatt bars and restaurants without staying about a dozen times without receiving anything. That seemed like a decent chunk of points that I was leaving on the table, so I went back to research the T&C to see if it was possible to retroactively claim the credit.
You already know by the fact that I’m writing this that it is, but here’s the relevant text that proves it:
5. In the event a member does not provide their Hyatt Gold Passport membership number at the time Eligible Non-Stay Charges are incurred, the member must contact the hotel’s outlet directly to request retroactive point issuance. Retroactive point issuance credit timeframes vary hotel-by-hotel. Retroactive credit for which a receipt can be provided will only be awarded on Eligible Non-Stay Charges by the shorter of: 1 year from outlet visit, or the date on which the outlet began participation in the benefit (varies hotel-by-hotel). Eligible Non-Stay Charges prior to a member’s enrollment in Hyatt Gold Passport will not be eligible for retroactive credit.
It seemed like I was good to go…but first, I had to figure out what made a Non-Stay Charge “Eligible”. Unfortunately, it wasn’t as cut and clear as I had thought it would be:
1. Hyatt Gold Passport members may earn Hyatt Gold Passport points for Eligible Non-Stay Charges (defined below) at participating outlets at Hyatt-branded hotels even when such charges are not affiliated with a stay at such hotel. Outlet participation is limited and this benefit may not be available at all hotels. Please ask outlet associates for participation eligibility.
To figure out whether or not a particular hotel participates in this program, see this handy link for the full breakdown. If you expand the Japan section, you will note that, while the Hyatt Regency Naha and Hyatt Regency Fukuoka are conspicuous by their absence, all of the Tokyo Hyatt hotels offer restaurant non-stay credit (and all but the Hyatt Regency Tokyo offer non-stay credit on spa visits)
Now I was finally able to start contacting each individual hotel for back credit. I started with the simplest and easiest, a single meal at the Oak Door Bar at the Grand Hyatt Tokyo (the Oak Door Burger was solid, but I have to say that I prefer the Andaz Tokyo burgers at BeBu) Armed with the knowledge of the date, location, and expenditure of the meal from my credit card statement, I fired off a quick e-mail to the mail address on the Grand Hyatt Tokyo website requesting retroactive credit.
Less than a day later, I received a very nice response from a representative of the restaurant apologizing to me for the oversight, and notifying me of the immediate deposit of points from the expenditure into my account, backdated to the original date of purchase. With the 30% Diamond bonus, this amounted to a whopping 92 additional points!
Quick and painless, the way it should be! But, unfortunately, not the way that it always is.
In Part 2, we will begin our exploration into what could go wrong, as I break down my experience claiming retroactive non-stay credit with the Park Hyatt Tokyo!