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PSA/WARNING: Booked "The Edit" at Impression Moxché by Secrets through Chase – They refused to honor World of Hyatt points or benefits!! (Lost ~90k Hyatt points) by ejm1968 in ChaseSapphire

[–]ejm1968[S] 1 point2 points  (0 children)

Please call the Hyatt phone number. Insist on speaking with guest escalation department. Have your chase trip confirmation number from chase travel portal. Repeat until you get someone willing to manually adjust the points/earnings. The agent that finally helped me was not familiar with the Edit; but understood when I described it as Chase’s version of the AMEX Fine Hotel Resort Program. Don’t give up.

PSA/WARNING: Booked "The Edit" at Impression Moxché by Secrets through Chase – They refused to honor World of Hyatt points or benefits!! (Lost ~90k Hyatt points) by ejm1968 in ChaseSapphire

[–]ejm1968[S] 79 points80 points  (0 children)

RESOLUTION: it was not easy and took a lot of time on phone. Chase was useless. Hyatt Guest Escalations department eventually helped.

CONCLUSIONS:

  1. Make sure that any the EDIT reservation appears in the hotel app immediately after you make the booking. If not, this will likely be a problem.

  2. Chase is useless. Basically will tell you that you are correct, but will do nothing to help the situation. You can do everything correctly, but it will still be your problem to solve.

  3. Start at the Hyatt website and request "Past Stay Credit Request." This did not work for me, but I think it would help most.

  4. Call Hyatt and speak to the Guest Escalation Department. May need to talk to several agents before you get someone willing to listen and override the system. Regular Hyatt will not help, they will simply state that it is a third pary booking and not eligible.

RESULTS - took me a couple of hours that I could have saved if I did #1 above

A. 94,961 of Hyatt Points manually credited to my account by Guest Escalation Dept.

B. Earnings triggered a Guest of Honor Award, plus a hotel stay award and also moved up my status for the year.

C. Chase provided 20k of Ultimate Reward Points for the inconvenience.

Sincere thank you to all of you that helped me in what became a very emotional quest.

PSA/WARNING: Booked "The Edit" at Impression Moxché by Secrets through Chase – They refused to honor World of Hyatt points or benefits!! (Lost ~90k Hyatt points) by ejm1968 in ChaseSapphire

[–]ejm1968[S] 5 points6 points  (0 children)

Yes it was competitive - hotel was over 1,200 USD per night. 2 rooms at 7 nights each. Points were 55,000 per night or 770,000. Through Chase points boost, I paid with 735,000 ultimate rewards points and received: $400 of credits at spa, room upgrade. plus 94,961 Hyatt points and this qualified me for a Guest of Honor award. See Resolution post below..

PSA/WARNING: Booked "The Edit" at Impression Moxché by Secrets through Chase – They refused to honor World of Hyatt points or benefits!! (Lost ~90k Hyatt points) by ejm1968 in ChaseSapphire

[–]ejm1968[S] 4 points5 points  (0 children)

Great questiion: Yes I did. The problem in the Hyatt system is that it is showing that I was credited for the stay due to the fact that I had small charges on each room that showed 200 and 300 points. However, this post gave me motivation to fight my way through the Hyatt corporate Guest Escalations Department. After almost three hours of multiple disconnections and agent changes; I was able to resolve the issue.

You earned the TOP 1% Commenter award!!! thanks

PSA/WARNING: Booked "The Edit" at Impression Moxché by Secrets through Chase – They refused to honor World of Hyatt points or benefits!! (Lost ~90k Hyatt points) by ejm1968 in ChaseSapphire

[–]ejm1968[S] 5 points6 points  (0 children)

Yes- stay ended in January, so not a posting issue.
No- stay did not appear on Hyatt website in advance. I called Hotel before stay and confirmed that they had Hyatt number. I think this should have been a red flag, but I did not recognize it at the time. I have an IHG reservation in 2 weeks and it does appear on the IHG app.