Originally Posted by
baliktad
Bill, thanks again for dropping by here to keep us informed. Do you believe that the hyatt.com team understands its current level of (under)performance? Given the large amount of errors and downtime I see on hyatt.com, I'm not sure which of the following is occurring:
1) The team believes it is providing an acceptable level of service, blissfully unaware of the poor performance exhibited.
2) The team is aware of most outages and is working to provide a much higher standard of service.
Basically, should we be reporting incidents where we find downtime, unexplained errors, missing reservations, or unacceptable performance to help provide better service?
Bill from Hyatt E-Commerce with an update and a comment.
IBM found an issue with an update that was made over the weekend to the reservation system. IT is rolling back the change made over the weekend this morning between 2am and 6am Central. The reservation system and Hyatt.com will be unavailable during this period (they hope to not need the entire maintenance window).
Baliktad, we do look at performance very closely and have done a lot to improve both performance and availability. While this instant isn't really the best time to make this point, we now have one of the fastest sites in lodging for general performance based on third party measurement (
http://bit.ly/pxLgvC) and usually achieve or come very close to our goal of 99.9% availability measured over the internet. We're working to similarly improve search performance and GP login performance. When the site has issues we are immediately alerted and working to restore service. Reporting these types of issues on flyertalk doesn't help much since we already know.
I am very interested in errors and issues when the site is running normally - things like unexplained errors and missing reservations, should you encounter these. I've been thinking we should set up a thread to solicit comments on ways we could improve the site.
I really appreciate the passion for Hyatt one sees on this forum and do apologize for the inconvenience associated with service interruptions.