We stay annually at Hyatt Highlands Inn Residence Club and stayed at the San Antonio Hyatt Wild Oaks Ranch Residence Club as well this past year. We noticed that the past couple of stays - even though we verify our Gold Passport number is on file at check in and charge incidentals back to our room - that we are getting no Gold Passport credit? The rules of the program clearly state that you can get credit for incidentals - meals, drinks, etc. at a Hyatt property. Highlands Inn has a very expensive restaurant in the main hotel building (Pacific's Edge) and we went there for a special occasion - our incidental bill was $500 - yet still no credit.
When we contacted Hyatt Gold - we got the run around. Then we were told by the manager of the hotel that we should have gotten credit - but it never got adjusted. Then we heard from our Residence Club representative and she told us no credit if you are staying at the Residence Club - even for meals in the hotel? To which we responded with a copy of the rules of the Gold Passport program which clearly state you do get credit for meals, drinks, gifts, etc. Months later we have not gotten this fixed.
Has anyone else had trouble with this? Does anyone have suggestions on how to get this addressed? We have been pulling out our hair and spending way too much time on this. If it were just a few dollars - it wouldn't be a big deal - but we are talking hundreds of dollars over 3 stays.
When we contacted Hyatt Gold - we got the run around. Then we were told by the manager of the hotel that we should have gotten credit - but it never got adjusted. Then we heard from our Residence Club representative and she told us no credit if you are staying at the Residence Club - even for meals in the hotel? To which we responded with a copy of the rules of the Gold Passport program which clearly state you do get credit for meals, drinks, gifts, etc. Months later we have not gotten this fixed.
Has anyone else had trouble with this? Does anyone have suggestions on how to get this addressed? We have been pulling out our hair and spending way too much time on this. If it were just a few dollars - it wouldn't be a big deal - but we are talking hundreds of dollars over 3 stays.