Coding Issues On Hyatt Credit Card (And How To Resolve)
This is a bit of PSA to always check to make sure you are being awarded the appropriate number of points for Hyatt bookings on your Hyatt credit card. I have recently had a handful of issues that I have been able to get resolved, but if I had not looked, I would have missed out on points.
The first was for an advance purchase rate at the Hyatt Regency Kotor Bay, which coded as a non-Hyatt hotel stay. The second was at the Palace Natali in Dubrovnik, which is a Mr. And Mrs. Smith hotel that I booked through the Hyatt app but paid for at the property. I have had mixed results with Mr. and Mrs. Smith hotels being recognized as Hyatt stays even when I paid at the property before (I have not had issues when paying in advance when booked through the Hyatt app), but the Hyatt Regency coding as a non-Hyatt stay was more surprising.
I first contacted my Hyatt concierge who said she was not able to help with the issue and suggested I contact Chase. When I called Chase the first time (about the Hyatt Regency) the agent I spoke with said that he would need to submit a ticket to marketing team because they handled the points awards. He submitted the ticket, and in about three or four days, I received a notice from Chase that the points had been deposited in my account (which meant I received them in my Hyatt account as of my next statement).
When I contacted Chase about the Mr. And Mrs. Smith hotel, the agent I spoke with said that I would need to contact visa about getting the hotel to code correctly. I told the agent that I had previously been able to get this resolved through Chase by having a ticket submitted to marketing. I also asked the agent to include in the ticket that I could provide documentation showing that hotel was booked through Hyatt (which would have been the confirmation e-mail). The agent agreed to do that, and submitted the ticket. In about five days, I received a notice that the points were put into my account.
So I think the lesson is that you can get this resolved through Chase by having a ticket submitted to marketing. The Chase agent might not know to do this, so you might have to ask for it.
Of course, this is only two examples. So, YMMV.
I am going to do this again with an experience purchase I made online at the Andaz Prague website. Despite saying “Andaz Prague” on the statement and the website explicitly saying that if I book through the website, I will earn the 4x points on my card, it codes as a “computer software store” and did not earn extra points.
Edit: Since I mentioned a couple properties, I wanted to say that I had wonderful stays at both the Hyatt Regency Kotor Bay and Palace Natali. The service was great and exceptionally friendly at both hotels. Kotor Bay is one of the most beautiful places in the world, and the Regency suite had a fantastic view from the huge terrace. The food at the Lighthouse Restaurant was also very good. The Palace Natali is a gorgeous property and a great location of you are looking to stay away from the crowds in Dubrovnik.