New Contender: Hyatt Diamond Suite Upgrade Shenanigans
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I’ve stayed at the Park Hyatt Aviara Resort Golf Club & Spa in California dozens of times over the years, and think it is a very good property.
Yesterday I called to redeem a Diamond Suite Upgrade for an upcoming reservation. There are 327 guest rooms at the property, 43 of which are suites. I’ve never had any difficulty using a suite upgrade at the hotel and didn’t expect this time to be any different.
The entry level suite that the certificate upgrades into at the Aviara property is the Park Suite. The 855 square foot standard suite comes with a terrace that offers gorgeous views of the surrounding areas, and doors that close off the bedroom from the sitting room.
The dates I wanted to use it for were not during a holiday weekend and weren’t for any particularly busy dates, so I was surprised when Gold Passport customer service said the Suite upgrade was not available. I had my husband check online quickly to make sure that their website still showed that Park Suites were available for booking, and they were.
I told her that the Park Suite was showing available on the website, and asked her to please check again since suite upgrades are not supposed to be capacity controlled. She put me on hold while she called the hotel, came back and said it wasn’t an issue of capacity control. She informed me that as of March this year the Suite upgrades now book into the Park Luxury Suite, which was not available.
Park Luxury Suite?
While I’m not sure how many of those suites the property has (I’m guessing it is just two), it seemed backwards to me. The Park Luxury Suite is a specialty suite just one step down from the Presidential Suite.
At 1,640 square feet, the room comes with a formal dining room that seats 8, living room with additional sofa bed, and a pantry.
Checking a dozen random dates online including mid-week in October, the Park Luxury Suite was indeed never available.
I explained to the customer service rep that typically the Suite upgrades at the property book into the lowest standard suite, which is the Park Suite. She put me on hold again, came back and said she didn’t have any more information about that but reiterated that as of March, the only suite that Suite upgrades could be used for was the Park Luxury Suite.
She said that they’d be willing to make a one-time exception for me, and I’d be able to use the Diamond Suite Upgrade to book into a Park Deluxe Suite.
Funnily enough, the Park Deluxe Suite is a step up from the Park Suite, and has 1,140 square feet. I agreed to the upgrade, of course.
She apologized that the Park Suite was not available, and the whole thing was very bizarre. I ended up getting a nicer suite than I expected, even though both the Park Suite and Park Deluxe Suite were available for my stay dates.
While it ended up working out this time, I don’t like that the Suite upgrade room type has changed. Suite upgrades are supposed to confirm into standard suites, and the Park Luxury Suite is not. If it is rarely available for booking, that means Suite upgrades will rarely get to be used at this property. After doing more than 30 searches through the end of schedule I was not able to find the Park Luxury Suite available even once. To me, this means that the days of using suite upgrades at the Aviara are over and the hotel does not to want to make them available.
Have you found any other Hyatt Suite upgrade room type changes?
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