I booked a stay at Park Hyatt Shenzhen for April 2026 and originally applied a Guest of Honor (GOH) award to the reservation. Later, after realizing that suite bookings include complimentary breakfast, I contacted Hyatt customer support and asked them to replace the GOH with a Suite Upgrade Award (SUA).
Today, I received an email explaining that they mistakenly applied the GOH instead of the SUA. To correct the error, they deducted the SUA from my account and offered 5,000 World of Hyatt points as compensation.
I am trying to determine whether 5,000 points is reasonable compensation for this situation. Since the mistake was made by the agent, I feel that replacing the incorrectly used GOH award might be a more appropriate resolution.
Has anyone experienced something similar with Hyatt? Would requesting a replacement GOH award be a reasonable ask, or is the 5,000-point offer generally considered fair compensation?
Update:
Thanks for the feedback and suggestions. I replied to Hyatt and requested that they issue a replacement GOH award to make up for the one that was mistakenly applied. I will update once I receive a response.
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