DHalltheway

I don't want to discuss the situation I went through publicly, but I do want to talk with someone senior about this.

Thank you
DH

LIH Prem

Jeff Z always answers his email. ([email protected]), why not start there?

-David

Often1

People get suckered every day into believing that the CEO or some "senior" person is personally adressing their concern. While it's true that all good CEO's personally see a few pieces of random mail every day, as you can imagine, anybody who actually did spend time doing what a person 19 rungs down the ladder does for less compensation (and probably better) isn't focusing on shareholder value.

Your complaint will be scanned into the system, a response developed and then put into the "voice" of the person you sent it to and emailed as though from that person.

It's a great and effective marketing tool because it leads people to think that they've got the personal attention of someone senior. But, ....

Send in a complaint on the web form, it will be addressed and categorized as it ought to be. If it's of real concern, it's the metrics of complaints which really matter.

DHalltheway

You don't take a hammer to to nail in a staple.

Likewise, you don't use a stapler to hammer in a nail.

I've had very good assistance from Hyatt Guest Relations thus far. However, when a situation is serious, you try go high.

In all honesty, Jeff Z probably won't care too much about this because he is focused on the Big Picture Gold Passport issue, thus I asked for Hyatt Consumer Affair Senior Management.

dayone

Bigger than a bread box?

Gold Passport Concierge

We're happy to assist you with this matter.

Sincerely,

Nick B.

austin_modern

I think people wildly overestimate how busy many CEOs are at many Fortune 500 companies. There are many of them who post on here... And post on other websites much more often than you would think. I would assume that he reads every or a vast majority of the mail which hits his inbox. If it is a serious issue as suggested by the OP, it will probably garner a specific reply from te CEO/CVP or a directed reply from his staff (read: legal)

Wan1dap

And that's the point; "his inbox" is usually a filtering mechanism (ie other staff) who will only forward e-mails that really need to be seen by the top guy. Who knows, this issue could be one of those. FWIW I don't believe the e-mail address quoted below is directed to a single individual, much less the boss himself, as claimed.

crystak

It is of course his email address but his secretary will also have access to it and may or may not have the authority to forward some of the email he receives to other senior staff members if she believes they would be able to provide a satisfactory answer.

davef139

Pretty sure Jeff has personally responded to lots of us here who have emailed him, as some my responses have been quite short and to the point were as a personal assistant has a more professional response. Granted your request usually is just forwarded to a someone else.

Honestly giving such a vauge request isn't going to get you anywhere that is mostly known knowledge.

Wan1dap

Naive, but sweet nevertheless. There should be more people like you in the world.

m0hamed

Rather than debate on FT why don't you ask GPConcierge for the contact details for the head of consumer affairs?

hailstorm

If you already know a senior consumer affairs officer, then that person is fair game to contact directly. But, as I would not contact a hotel GM that I have never corresponded with without first going through the regular chain of command, I would not start off cold calling someone senior. It is likely not that person's job to bypass procedure and provide individual support, so the best you could hope for is getting your request routed to the proper channels that it should have gone to in the first place.

EdwardLee

I must confess.............Hyatt has always come through for me. I don't believe I have ever had a customer service issue that wasn't addressed. If regular GP line can't cover it then its either a very serious complaint that has somehow slipped through the cracks, or you are moaning about a trivial issue.

There was one girl on the phones who didn't help me. Once. But I called back and got someone else who immediately assisted me.

I wish every company ran like Hyatt.

rntraveller

Mr Z very nicely answered an e mail I sent to him and it was during the holidays, he seems very pleasant and approachable.