Originally Posted by
joachimm
Is it possible to switch to a different Concierge?
I recently cancelled a non-refundable award booking and got an extraordinarily large cancellation fee, which I wasn't expecting. I asked if my concierge could contact the hotel to see what my options were and maybe smooth things over. She wrote back and said a refund is not possible due the event at that time (that I am no longer going to). It's about 2 months away and the room was immediately rebooked.
I then emailed the hotel and they apologized for the mistake and reversed the charge.
Basically I've lost confidence in my concierge and won't use them much going forward. I'm sure this is a common complaint, but is there anything to do about it? Drop down to Explorist for a year and hope to get a different one after requalifying for Globalist?
Yes. I did this my first year after back-to-back crucial requests were not even entered in the system at the arrival hotels. I don't mean things like preferences and being entitled but things she said were there, and I thought was the beautiful side of not having to do all the work of triple checking (I had also made the requests). I did not wait for strike three. I was not rude, but I did start working through the MHC line. Then there was some challenge/shortcut that was extremely easy--BILT I think?--and the priority for upgrades was apparently going to be, after SUA confirmations, Globalists with MHC requests. Since only earned Globalists could have that, I went ahead and requested one. I use my SUAs when I really want an upgrade of course, but it's nice to have that request and know paying several thousand dollars cash would put me ahead of someone else if it came down to that single factor--which is not extremely likely anyway.
However, I won the MHC lottery. My concierge is the best. I adore her. She is just a human being I think I would love if I met her any day or time. That has been a massive difference. And, likewise, I think my original one just did not click with me. Sometimes that's the difference too. The new assignment actually kept me loyal to Hyatt. I'm over 120 nights this year again. MHC is worth it when you find the right one. (I do use the Twitter/X team or call if needed after hours, but whenever I can, I use my personal MHC).