Properties and Teams all good with a few exceptions of older properties.
I've had some experience opposite of
Polytonic
1. IT
a. "front-end" / booking:
(i) i want a monthly calendar of prices - Hyatt doesn't have it... but competitors Hilton, Marriot, IHG, Radisson, etc have it. It's pain-in-the-neck to search each day one-by-one , for one property, then do same for next property. Maybe Hyatt Executives should try it and realize this is a big time-consumer
(ii) Hyatt's "AI search" can't provide a monthly calendar, and cannot produce a list of Hyatt Regencies with a Club Lounge in country XYZ (eg. for current Promo at USA Regency properties). Also, there's no tick-box for "has Lounge". And property descriptions mostly don't write whether they have a Lounge. Look at Hilton, property description has icons at top and you can see very quickly if there's an Exec Lounge.
b. "back-end" / crediting of Nights and Points. Since late Sept, 6 or 7 stays (that's 50%+ of my stays to early November) have not posted in 72h/96h or had the wrong count of Nights and wrong Points. I've written on FT about it. How many years Hyatt has existed and can't get this correct?
Ridiculous. Stay: data source should be Folio, then grade 1 math Date.checkout - Date.checkin = number of nights (and if back to back reservations, repeat for each reservation)
2. Agree. and on Paid stays "resort fees" waived
4. My Hyatt Concierge. Mine has been counter-productive (doesn't delve into matters, esp when provide all facts; has given wrong answers, slow to follow-up with late creiting and crediting nights & points errors, etc).
Started emailing to Global Care and Consumer Affairs. Guess who responds? Well, the name on the responses is the name of MHC (if it's really that person, who knows?) and seems to have 3 titles: one for MHC, Global Care, and Consumer Affairs.
MHC doesn't work weekends and weekdays its only 9-6pm. Comparing with IHG which have had problems, there's no dedicated Concierge, but Teams and they reply quickly , and outside of 9-6pm, and they work weekends.
Hyatt is very reluctant to provide compensation for its errors. Doesn't provide at its initiative, need to request, and had to "appeal" (request again, as in Hyatt's response they wrote a lot of words and of course didn't even mention the word compsation. On another occassion, they provided 3000 points - very chintzy cheapo.
Originally Posted by
Polytonic
Things I greatly appreciate with Hyatt, as someone who primarily stays in upscale/luxury properties:
- Above all, the IT works. I've never had an issue searching for properrties in a city, booking a room, points failing to post, the mobile key actually works at supported properties, etc.
- Free nights are actually free, no games with having to pay the taxes, the destination fees, etc. With Marriott, I usually have to pay the taxes (with some exceptions, e.g. at a recent stay in Japan, I was not charged taxes on my award stay)
- The same goes for having to pay for things like parking on award stays (can be pricey in some markets, e.g. Hawaii)
- MHC is helpful for having an email address connected to a competent human being (assuming you have a decent MHC). Saves a lot of time having to deal with properties directly for stuff like points posting incorrectly or juggling special requests
- The benefits seem designed in a way to get me to drive more business to Hyatt in a positive fashion (e.g. I've had multiple friends book luxury Hyatt properties over cheaper/less prestigious competing properties solely because I had GoHs to gift them)