I am a Hyatt Globalist and generally love the brand, but after spending 80+ nights in hotels the past year (Covid has resulted in me becoming something of a digital nomad) it seems that the use of technology is a weakness across the board, whether you're talking about a random Hyatt Place or a brand new Thompson property. Some specifics:

1. Online reservations are decent, but many things still require a phone call or if you're lucky, email (using TSUs, multi-night reward stays at some properties, bringing a pet, etc).
2. Ordering room service is always a phone call. I have ordered room service in multiple other brands digitally (tablet in room, app, etc) and it's so much more convenient, especially when traveling internationally (i.e., language barriers). Digital order results in fewer errors, you don't have to call multiple times if it's busy / no-one answers, etc.
3. Similar to point #2, but any other request usually requires a phone call. I have seen 1 or 2 properties offer SMS, but it's very rare afaik. They do have a general purpose in-app thing to request common things (e.g., towels) but it seems to contact Hyatt central, not the property, and it's slow if it works at all.

On the plus side, Hyatt has done a nice job adopting Chromecast which I'll give it props for, but otherwise my experience in many other comparable brands are much better in their use of technology.

Am I the only one who thinks this? Is Hyatt just underinvesting in technology vs other uses of money, or perhaps it's intentional and the typical customer prefers the phone anyway?