Thank you for your message, it is my pleasure to assist you.
I was distressed to learn of your dissatisfaction with the Hyatt Regency Sha Tin. Please accept my apology for the disappointment you described during your stay.
You may rest assured that I will be in contact with the hotel's General Manager in an effort to address not honoring your requested bed type. I am confident that the hotel staff will work harder than ever to prevent a future recurrence, and provide the superior service that is indicative of Hyatt. I sincerely appreciate the time you have taken to evaluate your recent experience.
Hyatt Hotels does not guarantee bed types for our guests. The exception to this policy is for our elite Platinum and Diamond members who are guaranteed their requested bed type so long as they book their reservation in advance of the day of their arrival. Therefore, I have upgraded your Gold Passport tier's status to Platinum. You will also receive complimentary Internet access and 15% more bonus points per stay as well.