My Hyatt Concierge
Jul 9, 2014, 9:21 pm
#32
Join Date: May 2011
Posts: 5,814
I can think of seven requests in the last month that required me to call or fill out a web form. Any of those could have been handled by a concierge.
Two were suite upgrades in Hong Kong on separate dates, one a points and cash booking in the U.S., another a failed points and cash booking in the U.S., a promotional award booking in the U.S., and two requests to post Diamond amenity points when they failed to post on their own at two properties. Maybe I was selected because I do generate activity that can't be handled without an agent intervening/researching.
Two were suite upgrades in Hong Kong on separate dates, one a points and cash booking in the U.S., another a failed points and cash booking in the U.S., a promotional award booking in the U.S., and two requests to post Diamond amenity points when they failed to post on their own at two properties. Maybe I was selected because I do generate activity that can't be handled without an agent intervening/researching.
Other times, for things like simple layover bookings, I prefer to research and book on my own provided that I have the proper tools. Regardless, i'm excited to see what they are envisioning for this program.
Jul 10, 2014, 1:10 pm
#33
Suspended
Join Date: Sep 2009
Location: Monte Sereno, California
Programs: Hyatt Globalist, AA EXP, 2 mm, Marriott Gold
Posts: 1,398
I received it, on average close to 100 nights a year or more. I even received a phone call Tuesday to confirm my contact information. I missed the call but they followed up with an email,
Jul 10, 2014, 9:27 pm
#34
Join Date: Nov 2004
Posts: 400
I realize this probably isn't the norm and I should have just hung up and called again, but it took 34 minutes for a customer service agent to add the missing diamond amenity points and points for the club being closed for two stays and to also change one stay from accruing points to miles. They didn't even seem familiar with the correct number of points to add for the club being closed. If I was assigned someone this inefficient as My Concierge this would be a complete waste of my time. My call outlined above shouldn't take more than two minutes - much more than that and the value of my time spent chasing points is more than value of the missing points.
Jul 10, 2014, 10:32 pm
#35
Join Date: Jul 1999
Location: Sacramento, CA
Programs: AA Exec Plat, Hyatt,Marriott,BA,AS
Posts: 4,425
I realize this probably isn't the norm and I should have just hung up and called again, but it took 34 minutes for a customer service agent to add the missing diamond amenity points and points for the club being closed for two stays and to also change one stay from accruing points to miles. They didn't even seem familiar with the correct number of points to add for the club being closed. If I was assigned someone this inefficient as My Concierge this would be a complete waste of my time. My call outlined above shouldn't take more than two minutes - much more than that and the value of my time spent chasing points is more than value of the missing points.
Jul 11, 2014, 2:09 pm
#37
Join Date: Nov 2004
Posts: 400
I had a cash and points reservation I was hoping to make and thought I would tack the points correction on at the start of the call. With it taking so long to correct the points, I didn't even bother with making the C&P reservation in the end.
Jul 11, 2014, 4:30 pm
#38
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,311
email or even a PM from here, if you don't mind associating your name here with your GP account.
Somebody seems to respond 24/7 for the most part. Only one time I had to resend a request with "Anybody home?"
and it got a very quick reply.
I guess the My Hyatt concierge thing will be a more personalized version of this, somebody we can contact directly.
The email/PM thing works great for pretty much anything I need.
The existing service that anybody can use is another way that Hyatt and Gold Passport distinguish themselves from all the other chains.
-David
Somebody seems to respond 24/7 for the most part. Only one time I had to resend a request with "Anybody home?"
and it got a very quick reply.I guess the My Hyatt concierge thing will be a more personalized version of this, somebody we can contact directly.
The email/PM thing works great for pretty much anything I need.
The existing service that anybody can use is another way that Hyatt and Gold Passport distinguish themselves from all the other chains.
-David
Jul 13, 2014, 7:27 am
#39
Join Date: Aug 2008
Location: MCO
Programs: DL-DM/1MM, HILTON-DIA, .HYATT-DIA/GLOB , IHG-PLT,HERTZ 5*, NATIONAL ES
Posts: 8,691
I received a welcome email from my concierge yesterday. I am not dure hoe often I would use her services, but I like the personal attention. Has anyone rlse been contacted by their actual person yet?
Jul 13, 2014, 9:44 am
#40
Join Date: Jul 2007
Location: Northern NM
Programs: DL 2MM DM, SPG Gold, HH Gold, Hyatt Diamond, IC Plat AMB
Posts: 180
I have had contact with my Hyatt Concierge, she seems very understanding of HGP program and diamond benefits. She was able to call a hotel direct to clear up a suite upgrade issue in a matter of minutes.
Very pleased with this added benefit.
Very pleased with this added benefit.
Jul 15, 2014, 10:04 pm
#42
In memoriam
Join Date: Mar 2000
Location: Seattle WA
Programs: Kimpton IC, Hyatt Diamond, Gold Marriott, Lifetime Platinum Starwood
Posts: 8,665
As of now not received - last year stayed 250+ nights this year 70+ so far. I am always amazed at how Hyatt doesn't really seem to care about their loyal customers. It's such the opposite of how Kimpton treats their loyal customers.
Jul 15, 2014, 11:21 pm
#43
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
Programs: UA-1K 3MM/HY- LT Globalist/BA-GGL/GfL
Posts: 12,090
Jul 15, 2014, 11:35 pm
#44
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
I'm in the same situation. However, my Diamond Private Line agent is wonderful so I'd rather keep her than be assigned to someone else.
BTW where are the new My Hyatt Concierges located? Hyatt reassigned a bunch of private line agents in Omaha or wherever back to normal elite HGP reservations duties not long ago. Others were changed to doing private line agent work for only a fraction of their time.
BTW where are the new My Hyatt Concierges located? Hyatt reassigned a bunch of private line agents in Omaha or wherever back to normal elite HGP reservations duties not long ago. Others were changed to doing private line agent work for only a fraction of their time.
Last edited by MSPeconomist; Jul 15, 2014 at 11:43 pm
Jul 16, 2014, 2:22 am
#45
Join Date: Mar 2012
Location: Omnipresent
Programs: Qantas Platinum, Air New Zealand Gold, Hyatt Globalist, Marriott Platinum, Accor Platinum
Posts: 66
I'm curious to know as I wonder whether Hyatt corporate expects individual hotels to look after loyal guests directly rather than doing so via published program benefits.