Hyatt My Elite Rate Sometimes Non-Refundable

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Hyatt introduced a “My Elite Rate” back in January, and it has been a useful tool for my family to save money on Hyatt stays.  The My Elite Rate offers 20% off the Hyatt Daily Rate and is available to Diamond and Platinum Hyatt elite members.  In order to get the rate to come up, you need to have elite status with Hyatt, be logged into your Gold Passport account, and not have any other rate or discounts entered (such as AAA) when you search.  The discounted rate isn’t always available, but my experience has shown that it is offered more often than not.

My Elite Rate

I’ve probably used this rate more than a dozen times since it was introduced in January (mostly while making my husband’s work reservations), and it has always been a refundable rate.  I had gotten used to the My Elite Rate being refundable and changeable, so when I realized I had booked the wrong date for one of my husband’s work trips, and I saw a message saying “this rate is non-refundable” when I tried to change the date, I was surprised.  And mad at myself for messing the date up by one day.

We were about to make a call to Hyatt anyway on a different matter, so we asked them if they could help shift the reservation one day, which they thankfully did.  Normally I would contact the property directly for something like that as I usually find the most flexibility at the property level, but I was able to make this particular fix via Hyatt.  We were told that this property in Austin was making all reservations non-refundable during SXSW, so it wasn’t the rate in particular that was non-refundable, but rather something the property was doing that night.  However, the result was that even the My Elite Rate can be non-refundable in certain situations, so pay close attention when you are making reservations instead of just assuming it will be refundable.

Thankfully Hyatt worked with us to fix the reservation without any penalty, but I wanted to share this experience to hopefully save a couple of you some trouble when booking using this great rate.

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  1. I agree that there is almost always more flexibility to fix things at the property level. However at some hotels, when you call the local phone number for a property and say you want to change a reservation, they immediately transfer you to the national 800 number, who may say too bad. What do you do in that case? Is there a special person to ask for so that you don’t get transferred to a call center?

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