Despite my contract suspension, the saga with my denied free upgrade at Secrets Mirabel continued. The day after my UVC membership was suspended, I got the latest installment of the ever-changing UVC position on my denied free upgrade.
Previously, Liliam told me she had "confirmed that the next room category was not available" during our stay. To say the least, I was surprised. Six
weeks after we were offered an upgrade to the next room category for
$150/night, UVC "confirmed" that the room was never available.
It was available. It was offered to us for $150/night! We were told we could get a key to the room to look at it to help us decide if we wanted to pay for the upgrade.
I asked to see the same evidence Liliam viewed that confirmed her conclusion that the room we were offered for $150/night was never available. Her email above ignores my request for that evidence. Instead, Liliam forwards the resort's latest position that the room we were given was a six-level upgrade to what we booked.
Wow! They know no shame at UVC. Between Camilla, the UVC rep at Mirabel and now Liliam, the QA rep assigned to resolve my case, this is the fourth different reason I've been given for why UVC denied us the free upgrade our contract entitles us to.
This latest excuse for denying us our free upgrade is just as untrue as the others. We did not book a Tropical View with Balcony room as the resort now claims. We booked a Deluxe Ocean View Balcony King and were given a Deluxe Ocean View Balcony King at check in. The Preferred Ocean Front room we were offered for $150/night is the next higher room category at Mirabel.
Here's a copy of my reservation showing the room category we booked and were given at check in.
Here's the response I sent Liliam:
I doubt Liliam, or anyone else at UVC, will respond to this unless UVC lifts its unauthorized suspension of my membership, and then only if I demand it.
The contract language on this club benefit is pretty straightforward. It can be found on page 16 of 44 of this UVC contract:
2. Exclusive Benefits for Members and Users.
a. Room Upgrade: As an additional benefit, a free room upgrade to the next level may be requested on arrival at any of the Participating Hotels, subject to availability.
It sounds easy, right? But ...
In January 2026, when we visited Secrets Mirabel, a room in the next level room category was available. It was actually offered to us, but we were told it would cost us $150/night to get it. I asked the local UVC rep why we weren't offered that room for free as our club benefit. Between Camilla, the UVC rep at Mirabel, and now Liliam, the QA rep at UVC, there have been four different excuses offered for why we weren't given our free upgrade. All of them have been based on incorrect assertions. In Hyatt's UVC, it isn't easy.
No matter what benefits you think you have as part of a UVC membership, you don't. Hyatt's UVC will give you the benefits they want to give you and deny you the benefits they want to deny you. What the contract says is irrelevant in Hyatt's UVC.
It does make for good blog reading, though.