My co-worker (a GP diamond member) and I checked into the Grand Hyatt NY on 01 Nov, 201, and that's when the fun begins: The room I was given already had a guest checked in. The bags prominently visible upon opening the door, so I didn't enter the room (for safety reasons) I go back to the front desk, and inform them. At first, they insist that there is no one else in the room, and the bags must be mine (which was mildly amusing), however they said they will try to figure it out The front desk agent disappears from time to time and we are left waiting without any information I am told the hotel is overbooked, and they do not know whom they have checked into my room The hotel manager (Benjamin Gordon) finally shows up (after approximately 40 minutes) and excitedly tells me and my co-worker that they are giving us both rooms on the concierge floor, however due to renovations the concierge lounge is closed as well as there is no hot water available between 10pm and 6am The hotel manager offers us compensation in the form of 22k GP points as well as offers to pay for our dinner at the hotel restaurant. We deny the compensation, however after they ask us again, we accept the points, and thank them for finding us rooms (even if there is no hot water available in the night) My co-worker got her 22k points after a couple of days, however after 4 weeks I still have no points. My co-worker and I have both tried calling customer service which just transfers us to the Grand Hyatt NY, and the manager (Ben Gordon) is never available, and doesn't believe in returning calls. The front desk always gives us the same response, that this will be taken care of 'soon' Now as a consultant who stays in hotels for 90% of the year, i understand that mistakes happen at check-in. However, what i do not understand is how Hyatt can have such disappointing customer service. I was contemplating switching back to Hyatt (from MR and SPG) as they finally have a property near my client site, however after this lovely experience I am not so sure anymore.