Originally Posted by
peteropny
I'm assuming that people dialing the Diamond number go to the head of the queue.
They're committed to this model of not having dedicated Diamond agents - we were offerred Private Line agents a few years ago. At that time training agents was a serious issue with many reports of even basic information being answered incorrectly. Recently, this has improved considerably with very few reports of incorrect information given to customers - of course there is still some on more "obscure" issues but that would probably occur even with dedicated Diamond agents.
Not sure how needing a reservation is "obscure." The phone lines at Hyatt are just poor. Nothing special and not sure I understand why it is difficult for Hyatt to really have a good Diamond line!