Originally Posted by
ffgap
Most of you are smarter than me when it comes to the customer journey.
I get that AI has some things going for it right now. About 10 years ago, AI catered mostly to (particularly, lower) middle-class families. That changed. Today, more people care about safety and certainty (in uncertain times). So, more upper middle-class people consider upscale AI options. Young people--which used to despise the AI concept which seemed so outdated, 1970s-ish--start booking it. They like being able to put a precise price point to a luxury vacation.
But here comes the twist where I don't get it. How does this tie in with PH, Andaz, Unbound etc., where people do not mind putting a dinner, a concierge-booked excursion, or some spa treatments on their room tab? What unifies those two modes of travel to make them both World of Hyatt?
The answer can't be "Hyatt wants to cover everything", as Hyatt has more gaping holes in its portfolio than AI compared to the gazillion brands of Marriott and Accor.
Every all-inclusive I've been to has the ability to put "a [special] dinner, a concierge-booked excursion, or some spa treatments on their room tab" as those generally aren't included (at dinner they offer special romantic dinners, wine bottles, sometimes some higher end food items for a charge). Additionally, there are literally thousands of posts on this Hyatt forum from Globalists either bragging or throwing fits about the breakfast/evening lounge service that was included from them being Globalist, including choosing one place over another simply because of that. If anything, with you having 500+ posts I don't doubt you've posted a similar complaint if I went to look.
Your premise has a gaping hole in it.