Called in tonight to redeem a globalist certificate at a Thompson property. The typical Hyatt agent could not book it, and said she would transferred me to the "resorts desk"

Apparently 3 weeks ago they had a re-org, and a new desk books all "resorts and luxury hotels". This includes any hotels with a resort or "destination" fee, all Park Hyatt, Andaz, Thompson, Joie De Vivre and a few more upcoming chains per the phone rep.

What was frustrating was waiting on hold for 10 mins waiting to be transferred to this new desk. I was advised the benefit of this new desk is that they want a more personalized service and higher touch for these luxury hotels. I have only stayed at a few Joie De Vivre hotels in my time, both prior to the acquisition - the Citizen Sacramento I would consider a high end Sacramento hotel, where as the wild palms in Sunnyvale is the complete opposite of luxury, a complete dump.

There is a new phone number to reach this group directly: 1-800-554-9288