Frequently Asked Questions < Back to Customer Service

 

Hyatt Gold Passport

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1. 

How can I get a Password online?

Visit Forgotten Password, enter your user name or Hyatt Gold Passport account number, email address currently in your profile and click 'Continue'. Hyatt Gold Passport will email you a temporary password that you can use to access the site and set your own password.

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2. 

My email address is outdated. How can I make it current when I don't know my Password?

You can visit Forgotten Password, enter your user name or Hyatt Gold Passport account number and select to have a password mailed to your postal address. Hyatt Gold Passport will mail you a temporary password that you can use to access the site and set your own password.

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3. 

What is the difference between a "My Hyatt" profile on hyatt.com & "My Profile" on goldpassport.com?

All Hyatt Gold Passport members have one universal profile on goldpassport.com and hyatt.com called "My Profile" that includes all membership information, preferences, and interests. As a member, you do not need to create a separate "My Hyatt" profile. However, if you do not wish to become a member of Hyatt Gold Passport, a "My Hyatt" profile can be created to simplify the reservation process on hyatt.com and allow you to sign up to receive e-mail from Hyatt. If you are a Hyatt Gold Passport member and have already created a separate My Hyatt profile, you can merge it with your membership profile in order to access all of your profile information and preferences with a single login.

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4. 

If I sign in on hyatt.com will I need to sign in on goldpassport.com separately?

No, only one sign in is required.

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5. 

Is my Internet browser compatible with the Hyatt Gold Passport web page?

Goldpassport.com is compatible with most popular browsers, including Internet Explorer 5.0 and higher, Netscape 6.2 and higher, Safari, Mozilla, and Firefox 1.0. All browsers must be Java Script enabled to view the site.

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6. 

I keep getting an error saying that my account number is invalid.

All account numbers begin with either a letter G, C or a number 5 followed by eight numbers, and end in a letter. Please confirm your account number. If difficulties persist, please contact Hyatt Gold Passport Customer Service.

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7. 

Why do I need to sign in again to book reservations when I clicked the option to "Remember Me?"

The Hyatt Gold Passport web page uses cookies that are designed to allow a member to quickly access their account. For your security, we require you to re-authenticate your sign in by entering your password; your user name is pre-populated, one time during each session to access certain functions. In addition, your cookie is cleared each time you click the Sign Out link on goldpassport.com.

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8. 

Why are all my future reservations not listed on my reservations list?

All reservations for Hyatt Hotels & Resorts, regardless of booking method, that have a Hyatt Gold Passport number on them, will appear on your current reservation list. Please note that reservations booked within a group block may not appear on-line in your current reservation list. Click here to Add Your Hyatt Gold Passport Account Number to any reservations not listed.

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9. 

I can't get into my account. What am I doing wrong?

To access your account you must provide a valid username or account number and your password. Please ensure you have entered your sign in information correctly. If the problem persists, please contact Hyatt Gold Passport Customer Service.

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1. 

Where do I find a list of hotels and how many points each hotel requires?

Visit the Awards section for a complete overview of the award options available including the number of points required for Hyatt Hotels & Resorts, Hyatt Place, Hyatt Summerfield Suites and Hyatt Vacation Club Awards.

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2. 

Why does the hotel I want to go to have rooms available, but I am being told that I can't redeem my Hyatt Gold Passport points?

Hyatt Gold Passport award allotment is limited contractually and is subject to availability. When a hotel's award allotment is filled, the hotel is no longer required to offer free nights using points. However, Platinum and Diamond members can enjoy free nights even when award inventory is sold out by redeeming a Passport Plus Award for a 60% point premium.

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3. 

Where does it show how many promotional free nights I have?

Sign in and visit My Promotional Awards to view a summary of the promotional awards you have earned. Follow the instructions provided to redeem the free nights you have earned.

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4. 

Where do I find how many stays I have completed during a promotion?

Sign in and visit My Promotional Awards to view a summary of the stays you have completed toward a promotion.

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5. 

What are the current promotions?

Details about Hyatt Gold Passport promotions can be found in Special Offers.

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1. 

What if I need to make a reservation less than 7 days in advance?

Please contact Hyatt Gold Passport Customer Service.

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2. 

How long is my current tier status valid?

Please sign in to the Account Details page to verify when your tier expiration date is. To requalify for tier status, the standard applicable stays or nights must be completed within each calendar year.

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3. 

How many points do I currently have on my account? What can I use them for?

Please sign in to the Account Detail page to view your point total. Points can be used for free nights at Hyatt Hotels & Resorts, Hyatt Place, Hyatt Summerfield Suites, and Hyatt Vacation Club as well as for room upgrades at Hyatt hotels. For your convenience use our Awards Calculator to assist you in tabulating how many points you need for your awards. Points can also be converted to miles or redeemed for free rentals with our car partners, Avis®and Sixt-Rent-A-Car®.

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4. 

Do my points expire?

No, however, if an account is left inactive for more than 12 calendar months, the account may be deleted and all points in the account forfeited.

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5. 

To receive Hyatt Gold Passport points or miles for a stay, I must pay an "Eligible Rate." What is an Eligible Rate?

An Eligible Rate is any hotel published room rate worldwide except: Internet wholesale rates (including priceline.com, hotels.com, etc.), airline employee, travel agent/industry discount, inter-company or Hyatt employee discount, permanent contract/hotel contract room rates and tour packages.

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6. 

Why doesn't my statement show my most recent stay?

Paper statements are sent on a quarterly basis. Any stays after the statement period will not be reflected. Refer to the "statement period", in the upper right hand corner on the statement, to verify the specific dates reflected on that statement. To check for stays posted to your account after the statement period, view your Account Detail online or call 1-800-51 HYATT (or 1-402-592-643 outside the U.S. and Canada).

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7. 

Can I get an upgrade when staying at a Hyatt for being a Hyatt Gold Passport member?

Membership in the Hyatt Gold Passport program does not guarantee a room upgrade. We do offer awards that can be used to upgrade reservations that are booked on a full standard rate. Please see the Awards Chart for details. Diamond members receive an automatic upgrade, based on availability, to Regency®/Grand® Club rooms or Best room available, not including suites.

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8. 

Is there a printable version of the Terms and Conditions?

Yes. See Terms and Conditions.

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9. 

Does Hyatt have a co-branded credit card?

Yes. For more information regarding the credit card, please visit goldpassport.com.

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10. 

What are Hyatt Gold Passport bonus points?

These are a specified number of bonus points earned when staying at a participating Hyatt property in addition to normal points earned for eligible charges during a stay. In addition a predetermined number of bonus points can be awarded by our partners or for exclusive Hyatt and Gold Passport promotions.

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11. 

Where can I find Hyatt Gold Passport bonus point offers?

To find information about specific regional hotel offers from any of the over 250 Hyatt hotels and resorts worldwide, visit Hyatt Gold Passport Bonus Offers.

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12. 

How can I make sure I received my Hyatt Gold Passport bonus points?

To receive Hyatt Gold Passport bonus points, be sure to indicate the appropriate offer code when making a reservation and request the offer code during check-in. At the time of check-out your receipt will indicate your Hyatt Gold Passport account has been credited for your stay and bonus point offer. To verify that you have received the appropriate bonus points, sign in to your account and the bonus points will appear listed in your Account Details.

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13. 

I did not receive my Hyatt Gold Passport bonus points, how can I get this added to my stay?

If a stay is posted to your account, but it is missing requested bonus points, you may complete a Past Stay Credit Request and request "Bonus Only" credit. You may also contact Hyatt Gold Passport Customer Service at 1-800-228-3360 (inside the U.S. and Canada) or 1-402-593-8615 (outside the U.S. or Canada) to have the stay reviewed.

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14. 

Can I purchase Hyatt Gold Passport points?

Yes, members may now purchase points or give points as a gift by visiting Earning Options.

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15. 

How does Purchase Points or Give Points work?

Any Hyatt Gold Passport member can purchase points for themselves or to give as a gift to other members. Members can choose the amount of points to purchase in 1,000 point increments, up to 40,000 per transaction, with a maximum of 40,000 per calendar year. A member may only receive points as a gift in 1,000 point increments, up to 40,000 per transaction, with a maximum of 40,000 per calendar year. Please contact Hyatt Gold Passport Customer Service with questions.

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16. 

How much does Purchasing Points or Give Points cost?

Points may be purchased in 1,000 point increments for $24.00 USD. Members can purchase a maximum of 40,000 points for themselves per transaction and per calendar year. No additional taxes or fees are charged, though GST/HST will be charged to members with a Canadian billing address only.

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17. 

How long does it take for points to appear in my account?

When purchasing points for oneself, please allow 48 hours for points to appear in your account. When giving points and a valid Hyatt Gold Passport account number is provided and verified, please allow 48 hours for points to appear in the recipient’s account. When giving points and a valid email address is provided, please allow 48 hours for points to appear in the recipient’s account once the points are claimed.

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18. 

Can I transfer my American Express points into Hyatt Gold Passport points?

No, however American Express does offer a program that allows you to purchase Hyatt Gift Certificates that are redeemable for free nights. You can also transfer points from Diners Club into Hyatt Gold Passport Points.

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19. 

Can I transfer my travel partner miles into Hyatt Gold Passport points?

No, we do not currently offer this option. However, you can convert Hyatt Gold Passport points to miles with many of our travel partners.

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20. 

How long does it take for miles to appear on my travel partner account?

Please allow 8-10 weeks for mileage activity to be posted to your travel partner membership account.

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21. 

If I transfer my points to miles, what is the minimum points I can transfer?

You can transfer 2.5 points to 1 mile starting with a minimum of 5,000 points, which converts to 2,000 miles. Convert 50,000 points and receive a 5,000-mile bonus for a total of 25,000 miles. Please refer to our Convert Points to Miles page for specific details on participating travel partners.

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22. 

How long does it take for Meeting Dividends to be reflected on my account?

Hyatt Meeting Dividends® bonus points or miles (or mileage equivalent) will be credited after the meeting and/or catered event has been held and paid for in accordance with the Sales or Catering Contract.

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23. 

Once I join Hyatt Gold Passport, how soon will I receive my membership materials?

Your membership credentials, including your Hyatt Gold Passport membership card, will arrive in the mail 2 to 3 weeks after your first stay if you reside within the U.S. or Canada, and 3-4 weeks after your first stay if you reside outside the U.S. or Canada.

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24. 

How often will I receive my Hyatt Gold Passport account summary?

E-Summaries are e-mailed every two months, starting in January, when you provide us with your email address and select to receive your account summary electronically on the Communications Preferences tab in the My Profile section. Otherwise, paper account statements are mailed to you every quarter if you have account activity in the statement period.

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25. 

What are the membership levels of the Hyatt Gold Passport program?

Hyatt Gold Passport offers three membership levels: Gold, Platinum and Diamond. To learn more about specific benefits and membership requirements of the Hyatt Gold Passport membership levels, please visit our Membership Levels page.

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26. 

How can I request credit for stays that are not reflected on my account?

Stays prior to enrollment in Hyatt Gold Passport are not eligible for credit. However, as a Hyatt Gold Passport member you may request credit for stays up to six months after check-out. Please allow 2-3 weeks from your check-out date for your stay to appear in your account. For stays within the U.S or Canada, simply complete and submit your request using our online Past Stay Credit form. For stays outside the U.S. and Canada, in order to expedite your request simply forward a copy of your hotel bill to Hyatt Gold Passport Customer Service via fax or mail. Please provide your Hyatt Gold Passport account number (and your preferred travel partner number if choosing miles for your stay).

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27. 

What stays are eligible towards earning Platinum/Diamond status?

Hyatt Gold Passport Platinum/Diamond membership will be given to Hyatt Gold Passport members who, in the course of one calendar year (January-December), meet the corresponding stay requirements and pay an Eligible Rate for each stay. For complete details please select one of the links below.

Platinum membership
Diamond membership

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GENERAL

1. 

How will I know which outlets are participating?

Participating outlets can be identified through 1) visiting hyatt.com/diningandspa to view a list of participating hotels, 2) visiting the property's website and their noted outlets, 3) contact Hyatt Gold Passport (HGP) Customer Service or 4) contact the hotel directly.

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2. 

Do I have to carry my HGP card to earn points in outlets?

No, a valid photo ID is required. If member does not know account number, Hyatt Associates at participating outlets can look up the Hyatt Gold Passport account number with name and email address or mailing address.

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3. 

Do I need photo ID?

Yes, member is required to show photo identification to earn or redeem points in outlets (as they are when checking into a property).

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4. 

Why wouldn't the charges eligible for earning be the same as those for redemption?

Legally Hyatt must adhere to earning and redemption restrictions which vary by transaction.

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5. 

How will dining and spa transactions appear on my member account detail on goldpassport.com?

Member must be logged in on goldpassport.com to view transactions. Within the Account Details section, member will be able to sort by Dining/Spa to view earning and redemption transactions.

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6. 

Who do I contact with questions on the new benefits?

Please visit hyatt.com/diningandspa for more information, email questions to gpcs@hyatt.com or contact the nearest Worldwide Reservation Center.

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EARNING

7. 

How can I earn points for F&B and Spa when not staying at the hotel?

If member is a Hyatt Gold Passport (HGP) member and visit participating restaurants or spas, member will provide HGP account number to the Hyatt Associate at the outlet at time of payment to process the earned points (5 HGP points per $1USD) on eligible charges.

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8. 

What is eligible for earning at restaurants and spas?

Eligible changes vary on a hotel-by-hotel basis, but generally include spa and salon services, spa and salon retail items, and food and beverage expenditures (except at outlets not operated by the hotel). Points will not be awarded on tips, service charges, taxes, gratuities and alcoholic beverage purchases in certain jurisdictions. (Alcohol excluded where prohibited by law). Other exclusions may apply.

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9. 

Do points earned in outlets count as bonus or base?

Points earned on eligible charges (5 HGP points per $1USD dollar) will count as base points.

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10. 

Will any points count towards lifetime tier?

Points earned on eligible restaurant and spa charges (5 HGP points per $1USD) will count as base and therefore count toward earning Lifetime Diamond status. Any bonus points earned will not.

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11. 

Do I receive my Platinum or Diamond tier bonus points on the base spend?

Yes, tier bonuses will be earned on eligible charges on visits to the restaurants and spas.

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12. 

How will I know that I've received points for my meal or spa visit?

Member's restaurant or spa receipt will display the HGP account number and eligible spend for point-earning. Member can also view activity on goldpassport.com, the outlet name will display along with the appropriate earned points.

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13. 

If the points are issued in USD, then how will I know my earning when I stay outside the United States?

Eligible spend is converted to USD based on the previous day's Foreign Exchange Market rates.

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14. 

How do I receive retro credit for dining or spa?

Member must contact the hotel's outlet directly to request retroactive point issuance. (Retroactive point issuance credit timeframes vary hotel-by-hotel.)

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15. 

How soon will I receive points for my dining or spa transactions?

In most cases, points will be credited to your account at time of payment instantly. If unexpected system outages arise, it could take up to 48 hours to process.

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16. 

Can I earn points from both Hyatt Gold Passport and receive other dining program benefits?

Member must choose to participate in only one of the programs per visit.

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17. 

Do I earn points if a transaction is refunded?

If a transaction is refunded, points will be removed from the HGP account equivalent to the amount of the refund.

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18. 

If I charge dining and spa transactions to my guest room, can I receive double points?

No, any charges billed to a room will only receive points based on the charges reflected on the room invoice/folio and will be posted after checkout along with any other eligible stay-related spend.

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19. 

Will any type of payment be eligible for guests to earn points in restaurants and spa?

Eligible forms of payment include cash, check, or major credit cards or debit/bank cards. Ineligible payment methods may include but are not limited to hotel House Accounts, charges settled by a company or organization, Hyatt Gold Passport dining and spa awards, room charges, Hyatt-branded gift cards, Hyatt gift cheques, or hotel-specific gift card/certificates.

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20. 

Do point earnings for dining and spa count toward tier status?

Points awarded for outlet visits will not count towards earning Hyatt Gold Passport tier status, such as Platinum and Diamond. Outlet visits will not count as stays or nights towards earning Hyatt Gold Passport tier status.

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21. 

Will my points expire at all?

Points do not expire.

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22. 

Can I use my points earned from restaurant or spa visits to redeem for free nights at Hyatt hotels?

Yes, points earned in restaurants and spas are the same as any other Hyatt Gold Passport points earned.

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23. 

Can I also use my points earned from restaurant or spa visits for points to miles conversions with Hyatt Travel Partners?

Yes, points earned in restaurants and spas are the same as any other Hyatt Gold Passport points earned.

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24. 

Can I enroll at a spa or restaurant if I'm not yet a HGP member?

Yes. You will need to provide the following at a minimum to enroll: first/given name, last/surname and a valid email address.

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REDEMPTION

25. 

What can I redeem for?

Members may redeem points for a pre-determined dollar value award that can be used as a credit toward eligible redemption charges in participating Hyatt outlets. Eligible redemption charges vary on a hotel-by-hotel basis, but generally include spa and salon services, spa and salon retail items, and food and beverage expenditures at participating outlets, service charges, taxes and gratuities. Awards may not be redeemed on alcoholic beverage purchases in certain jurisdictions.

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26. 

How do I redeem awards for dining and spa?

When visiting a participating restaurant or spa, at the time of payment, member may request to use Hyatt Gold Passport points as a form of payment. Associate will share dining & spa award chart and member will specify which award and corresponding points they choose to redeem. The Associate will be able to advise the total dollar value available on the receipt that may be paid for by points based on member's current point balance.

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27. 

How will I know that the points have been deducted from my account?

Final payment receipt will display the award credit applied to check along with an award authorization/reference number. Member may also view your account online at goldpassport.com to find outlet detail and redemption amount.

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28. 

Can I redeem points over the amount owed, under or the exact amount?

Member can redeem points to cover the total redemption eligible amount of a check (up to US$1,000). Member may also select partial payment and request to redeem a smaller amount on the dining and spa award chart and then must settle the remainder with another form of payment (remaining charges cannot be billed to a room invoice/folio).

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29. 

Can I redeem points and spend cash in the same transaction?

Yes. Once member has redeemed points for a dining & spa award, member may pay the remaining balance with another form of payment (cash, check or credit card).

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30. 

Can an award transaction be refunded/reversed?

Yes, member must contact the restaurant or spa directly to request a refund of a redeemed award.

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31. 

What items can't I redeem for?

Ineligible charges may include but are not limited to delivery charges, in-room dining, and catering or banquet charges.

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32. 

Does point redemption for F&B or Spa ONLY work for the member him/herself?

Member must be present to redeem points in the restaurant or spa outlet.

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33. 

Can redemption be done on demand or does it need to be pre-arranged?

Redemption must be done on-demand but it's suggested to book any restaurant or spa reservations in advance.

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34. 

Can I redeem points any time when booking a spa appointment?

No, redemption must happen at time of payment.

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35. 

How much lead time is needed to make a spa or dinner reservation?

Reservation lead times vary outlet-to-outlet, please contact the hotel directly to make a dining or spa reservation.

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36. 

For Planner Rewards company accounts, will those points also be valid for Spa or F&B point redemption for individual employees of the company?

No, points in a Planner Rewards company account can only be redeemed for free nights (transferrable to another member), Future Meeting Credits, or through converting miles with a Travel Partner.

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