Hyatt miscommunication, incorrectly advised

[madmouse58]

Long story short, booked a stay with Hyatt times square for 3 nights via Expedia. Emailed Hyatt to add this to my GP account and received the following response (extract):

"On reviewing your reservation confirmation xx_xx_x, I can see that the reservation is booked at an eligible room rate, hence I can confirm that the stay will be counted towards the tier status once completed."

Based on this information, I booked another stay via Expedia at the same hotel for 7 nights. After completing the first stay, I noticed no points were added to me account. I emailed Hyatt to query why, and received this response:

"Thank you for contacting Hyatt GoldPassport. I sincerely apologize for the miscommunication.


I am disappointed to hear you did not receive credit for your recent stay at Hyatt Times Square New York. In researching, I have discovered that the stay you are requesting was booked atan on-line wholesale/ third-party rate and therefore is not eligible for GoldPassport points or mileage earning. On-line wholesale/third-party rates include but are not limited to Priceline, Expedia, hotels.com, etc. or reservations confirmed through package providers such as some airlines, travel agents, etc. However, you may receive Gold Passport points for eligible incidental folio charges that you personally pay.

If you have any additional questions or concerns, please feel free to ask. "

So basically, no points, and no remedy. I've sent them a reply to push for one. Wondering if anyone has experienced the same?

 

[Freq Flier 2013]

Typically 3rd party booking do not get points across most hotel chains. However you do have an email from them so it will be interesting to see their reply.