What happened
Following the implementation of a new award chart, Hyatt experienced a system-wide pricing error where members were charged more than the correct rate for their award stays. The issue stems from the backend struggling with the influx of bookings and the transition itself. Specifically, some members saw the first night charged at the old, lower rate (e.g., 29K for a Category 6 peak) while subsequent nights were charged at a new, higher rate (e.g., 35K) that did not match the expected new chart price (e.g., 30K). Additionally, some older bookings are displaying incorrect total point costs on the app/website, though the actual charged amount is correct. Hyatt's social media team has acknowledged the backend display issues. Members who believe they were overcharged are advised to contact Hyatt Concierge or DM their social media team to request a refund of the difference or rebooking at the correct rate