Originally Posted by
olouie
Suite upgrades seem like such an easy thing to implement online. Check if standard suite is in inventory and done. But I guess I think the same thing about airlines too haha. Cost cutting and efficiency only matter if it doesn’t help loyal customers use their benefits :-)
It should be... but somehow they've set it up in such a way it isn't.
Hyatt can process the upgrade without property assistance if the rate plan you are staying on has a published rate for the suite type. So if you are staying on the standard rate, not a problem. As soon as you get into points rates, corporate rates or special rates where they don't set a price for the suite they've got to do this weird workaround with the properties.
If you are on hold for 20 mins, it's absolutely the property themselves which are being the difficult ones, not the call center agents.
People on other forums geared towards hospitality industry workers suggest that Hyatt have the most manual processes out of the biggest chains (especially around keeping inventory in balance). It seems like Hyatt's technology just hasn't scaled well into the company they are today.