Disclosure: The Points Pundit receives NO compensation from credit card affiliate partnerships. Support the blog by applying for a card through my personal referral links. This article is meant for information purposes only and doesn’t constitute personal finance, legal, health or investment advice. Please consult a licensed professional for advice pertaining to your situation.


In the field of marketing, there’s an old adage that advertising may earn you business but good service is what keeps it. Frequent readers of this blog may have noticed that I book a majority of my hotel stays with Hilton. Over the last couple of years, I’ve been dipping my toes into the World of Hyatt program as well. Thanks to travel in 2023, I qualified for Explorist status and earned a sizable amount of points,

Also Read: How to deal with customer service when things go wrong

Also Read: How Amex’s customer service just won my business

Customer Service Issues

I logged into my account and found that I had a free night award and 4 club upgrade awards available. I decided to call World of Hyatt’s customer service.

My goal was to book a 3 night stay at the Hyatt Regency Dubai Creek Heights for an upcoming stay. I called customer service and asked if I could book a three night stay in the following format.

  • Book the first night using the free night certificate
  • Book the second and third night using World of Hyatt points
  • Upgrade the booking to Club level by using club upgrade awards

Going around in circles

The agent didn’t seem to be very clear about Hyatt’s own policies. Initially, she told me that the booking could be done in the format that I’d requested.

However, she later told me that since the first night was booked using a certificate, she cannot upgrade that part of the stay to club level. She assured me that the remaining two nights booked with points could be upgraded to club level. I said that was okay and asked her to proceed. She sent me confirmation emails and told me that I was good to go.

Thankfully, I checked the email and found no mention about a club level room. At this point, I asked her to verify if the club upgrade was confirmed.

More Confusion

This is when it started to get really time consuming. She said that since I’m staying at the same property, it will be counted as a ‘continuous’ stay. Therefore, she cannot apply the club upgrade even to the second and third night. Luckily for me, I quickly checked the cancellation policy and found out that the booking could still be canceled without penalty.

I asked her to cancel the entire booking and ended up booking with Hilton instead. Thanks to Diamond status from the Hilton Aspire card, I was upgraded to the Diplomat Suite at the Habtoor Palace hotel. American Express is offering some amazing limited time bonuses on the Hilton Aspire Card and Surpass card. These offers end tomorrow!

Click here for the 180,000 points + 1 free night certificate offer on the Hilton Aspire Card
Click Here for the 170,000 points offer on the Hilton Surpass card

The Pundit’s Mantra

While I still love Hyatt hotels and their brands, this customer service interaction ended up being a complete waste of time, consuming well over 30 minutes. The agent kept stating that something was a policy, only to walk it back later or do a complete 180.

Also, it’s a bit odd that a customer service agent attending to mid-level elites didn’t know the ins and outs of the World of Hyatt program well. She seemed to be in a hurry to complete the booking instead of checking the requisite policies before processing the booking.


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