My Diamond Upgrade Experience at the Park Hyatt Sydney

Checking in to the Park Hyatt Sydney this week, I wanted to touch on my experience on upgrades as a Diamond member at this property, since I know that’s an important topic for many.

First off, before I go any further, this hotel is absolutely fantastic, and is, by far, one of my most favorite hotels, simply because of the view. The property has a sleek, modern look, equipped with attentive staff, and is in an ideal location.

To start off, it’s worth reminding everyone the Diamond privilege regarding the best available room: “Enjoy the best room available upon arrival, excluding suites.”

Let’s have a look at the room categories:

  • The Park King is the most basic room, overlooking Hickson Road. This room does not have views of the Harbour or Opera House.
  • City Harbour King is the next highest room category, overlooking the Circular Quay. This is a standard room, and if you’re booking on points, is the initial room category you will receive. You may have a partial view of the Opera House, though it will not be without turning your head.
  • Opera King is the next highest room category, overlooking the Sydney Opera House. This is a standard room, and if available, you should be upgraded to this room upon check-in since it is considered a better room than the City Harbour King.
  • City Harbour Deluxe King is a larger room, overlooking the Circular Quay. If available, you should be upgraded to this room, though it is your preference on whether you would rather have a larger room with a view of the Harbour (this room), or would rather have a smaller room, with better views of the Opera House (the Opera King).
  • Opera Deluxe King is the best available room type the property has, excluding a suite. As a Diamond member, if this room is available, you should receive it (and want it). With prime views of the Opera House and Harbour, it features two balconies and a much larger floorpan than the standard Opera King or Harbour King rooms.

Comparing the two rooms:

IMG_6998

This is an Opera King room.

This is an Opera King room.

This is an Opera Deluxe King room.

This is an Opera Deluxe King room.

My experience upgrading at the Hyatt Sydney is worth explaining to you.

  • Upon initially making the reservation, I was placed in a City Harbour King room, the standard room overlooking Circular Quay. This is the initial room category you book into when using Hyatt Gold Passport points to cover your reservation.
  • A week out from checking-in, I received an email from the hotel asking when I’d be arriving (a pretty standard thing). I informed them of my flight information, and also asked whether there’d be any Opera view rooms available, to which they acknowledged that they’d do their best to honor it.
  • Checking-in, I was led immediately to an Opera King room. After performing the check-in details, the front desk clerk who led me to my room informed me that this was an Opera King room. I asked if any Deluxe rooms were available, and they told me that everything was fully committed.
  • Interestingly, I logged into Hyatt’s website and searched for a room for the dates of my stay. Funny enough, I found an Opera Deluxe room available to book. If it’s available to book online, that means it should be available at the hotel, which means it should be available to upgrade, since I checked-in, and also checked-in after/at the designate time (not early).
  • I e-mailed the hotel representative who contacted me a week prior and explained that I saw an open Opera Deluxe room to book online, and why the hotel had told me it was sold out. Within a matter of minutes, the representative replied back that an Opera Deluxe room “suddenly opened up” and within the hour, my luggage was moved and I was issued new room keys.

I’m not sure the Park Hyatt Sydney’s official policy behind upgrades, but from speaking to others, the Opera Deluxe room is indeed the highest room category, excluding a suite, that’s available for a Diamond upgrade. If it’s available at check-in, it should be assigned to you, though I’m not sure why that was not done in my case, nor why the hotel advised that rooms were sold out, when Hyatt itself was still selling the room.

In any event, the hotel acted perfectly acknowledging my request, and I was switched over to the new, better room, expeditiously. In the end, an upgrade is a privilege, though it’s worth asking if it’s something you should be able to receive as part of your benefits package.

If you’ve stayed at the Park Hyatt Sydney before, what has your upgrade experience been?

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Comments

  1. PainCorp says

    This borderlines on feeling over entitled to me. I’ve seen people standing at the front desk telling the agent that “it’s available online!” and they always look like an asshole. Granted you weren’t at the desk doing that, you only did it over email, but still….

    • says

      Yeah, it’s a tough line to draw for sure. I don’t want to seem overly pushy, but at the same time don’t appreciate the hotel saying it is sold out, when in fact it can be booked online. If it truly was sold out and not available for purchase I wouldn’t have approached the subject, but felt as if I needed to say something considering I have a 5 night stay.

      • Big E says

        Was the 5 night stay totally a reward stay or reward stay thanks to MS? If because of MS than definitely agree with PainCorp.

        • Gene says

          Who cares if he used MS? Hyatt got paid for the points he earned, regardless of the source. And, James, you are absolutely entitled to the upgrade to a Deluxe Room. I do agree these situations need to be handled politely, as you did, but nonetheless you were right to challenge them. Congrats! Don’t feed the trolls…

  2. John Clements says

    It’s ultimately in the approach, if someone is agitated and angry at check-in they look foolish, if you just mention ” I noticed the room is available online, whereas you advised it wasn’t, what’s the story? You’ll likely get luck like James. Enjoy our country James and safe trip home.

    • says

      Australia is absolutely gorgeous and I’ve fallen in love with Sydney. I can’t think of another city that’s as well kept and picturesque as this. Melbourne was a delight, too. Everyone is so hospitable. Actually, I wish I could move here if nothing to fly Qantas. Love that airline.

  3. ParkSyd_nothappy says

    The Park Hyatt Sydney is notoriously stingy with upgrades. I’ve stayed there six times, and never received a Diamond upgrade higher that the ‘city harbor view rooms’ – which is one level above the park king. In most cases, I was already booked in this category.

  4. Jeanne M says

    I stayed at the Park Hyatt Sydney for 5 days in December 2014 as a Diamond member on points. We arrived at the hotel around 9:30am after a long flight from Seoul. My experience during check in was almost hostile. I was informed that there would be no upgrades having not even requested one. It was an unprofessional and certainly not friendly or welcoming check in experience. This left me apprehensive regarding my week long stay as I had been looking forward to enjoying the hotel as well as Sydney. My experience with all other staff I encountered, particularly the concierge and restaurant, were wonderful. They were professional and very welcoming. The hotel was beautiful. I really believe the Park Hyatt Sydney needs to address some of the front desk staff. It only takes one or two staff to impact a hotels reputation and the atmosphere of a hotel.

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