Playing Benefits Whack-a-Mole With The Park Hyatt New York

The Park Hyatt New York is a sublime property, and one of the most redeemed-for hotels in the Hyatt program. I’ve had some excellent stays there, including upgrades to suites, and I love that they allow Globalist members to take their elite breakfast as room service or in the restaurant.

Recently, however, they’ve told top tier elites that their benefits are far less than what the program promises.

  • Upgrade is to King City View Room only, and not to best available room up to standard suite
  • Breakfast includes one hot beverage only (not juice, let alone coffee and juice as is standard in program terms)

Hyatt’s program terms require upgrades to “the best room available at the time of check-in…including Standard Suites” and should not be limited to merely view rooms.

Breakfast is clearly defined in Hyatt’s benefit terms. There’s no wiggle room. Both juice and coffee are required to be honored.

Globalists will receive daily complimentary full breakfast (which includes one entrée or standard breakfast buffet, juice, and coffee, as well as tax, gratuity and service charges) for each registered guest in the room, up to a maximum of two (2) adults and two (2) children.

I reached out to Hyatt which promised to “be following up with the Park Hyatt New York to ensure they are following Globalist program benefits.”

As of the last Hyatt Hotels 10-K filing Park Hyatt New York remained a corporate-owned hotel. It’s usually franchised properties that are least compliant with the program (Andaz Maui was an historical exception). However the hotel did appoint a new General Manager in the fall, though someone with 20 years of Hyatt experience so they should be well-versed in the program’s requirements. It’s sad to see them all of a sudden backtracking on elite benefits compliance.

However the process of delivering program benefits amounts to a game of whack-a-mole, with hotels given requirements and training and then the program having either to monitor or respond to complaints when properties go out of compliance. Actual benefits delivery relies on each individual property doing what they’re supposed to do, down to the actions of both policy-setting managers and individual employees at the front desk during check-in.

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