Over the period of many years, I have called at least a hundred times. I've only had one agent who was mediocre. I have no idea if that has been luck or if that was typical. But that has been my experience in calling as a Diamond.

Didn't know that. Do you just call the regular 1800 number?

There is a "Diamond" phone number but it goes to the very same reservation agents. There are no Diamond agents anymore as there used to be. Good luck!

I have the extension number of the person assigned as a personal agent--so in a sense I continue to get assured terrific help.

Same here. Or most often I just email her :)

This was duly noted in my dealings with them yesterday.

I tried to book a Credit Card Anniversary stay at the Tokyo Hyatt Regency for two adults and a child. Well in advance, all room types available. First guy I called says "Sorry, no rooms available for use with that award." He didn't sound very bright or helpful, so I gave up quickly.

I soon figured out that the child was the problem. An entry level room at the HRT can only be booked for maximum occupancy of two. But this is a huge hotel, and the likelihood of getting bumped up to a larger room that can be booked for three is high. Besides that, the HRT staff has previously told me that a child 12 and under can stay in any room with two adults.

So I called again and got a different person, and this time I just lied and booked the room for two adults. No problem. Unfortunately, I hung up before checking the return mail, and 30 seconds later realized the lady has booked me for the wrong month, necessitating a third call and a third run through all of my personal information before finally getting the correct booking. Then I separately contacted the hotel, and they assured me that there's no problem with bringing the child.

I don't think I've ever experienced the "real" diamond line, but I'd like to think that they were staffed with people with either the experience, common sense, or simply the desire to help the customer, that would have resulted in everything being taken care of all at once.

Agreed - if they were well trained and helpful they would ask the age of the child to see what they can do. Some Premier Hotel chains consistently do this to help understand customers needs and how to help them.

I haven't seen Hyatt representatives do this so I just call as you did say 2 adults and then contact the hotel directly if I need anything special like a roll away. Same for online reservations, enter 2 adults only. Most times 2 queens or doubles work fine or even a small blow up mattress for a child under 14 or so.