I had Cathy G years ago, and found the program of no value and didn't use it. I then asked for a switch, and my current agent and her team (I often get replies from another agent, which is fine by me) is great - although I don't use an agent for much... maybe 3-4 times a year (missing points, apply a TSU to a res, etc.).
I'm told Cathy G no longer works for Hyatt, so maybe a different Cathy than so many are referencing.