Elite Member Check in Rant
#16
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
Not directing this post at hailstorm; I just appreciate the OP's rant as most Hyatts which I have visited need to improve in this area, and its a very easy fix. It's a stated benefit, either man the station, or train your desk agents to keep an eye out and slide over quickly (or try this whacky idea, make eye contact with your guests and say 'I'll be with you in a moment, thank you for your patience'.
#17
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
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At one Hyatt, a front desk agent told me that the sign was just an advertisement or decoration; it did not designate a special line or check in position for elites.
#18
Join Date: Sep 2010
Programs: Hyatt diamond
Posts: 645
I think the agent was being sarcastic... and if you're being inconvenienced, there is no place for this kind of sarcasm.
#20
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
A Diamond Check-In sign that people can actually SEE might help. The transparent lucite dealie is quite sophisticated and elegant yet almost totally unnoticeable. Maybe it's just me, but I think that a Diamond Check-in sign people can easily see would improve the situation immensely.
Last edited by CloudCoder; Feb 16, 2014 at 9:38 pm Reason: grammar
#21
Join Date: Sep 2009
Location: 1A
Programs: UA GS, NH Diamond, Hyatt Lifetime Globalist (formerly Courtesy Card sadly), Amanjunkie, CLEAR
Posts: 3,709
Have had this same experience umpteen times, mostly in domestic properties. I almost feel bad when I finally get to a staff member and they see the Courtesy Card. Many have apologized. But they seem to completely overlook fixing the actual process.
#22
Original Poster
Join Date: Aug 2007
Location: San Francisco
Programs: Hyatt Globalist, Hilton Diamond, UA 1K, Hertz Platinum
Posts: 286
That is very unfortunate that a guest with your status check-ins like a family who booked their room on expedia.com. I would suggest the morning shift manager call the arriving Courtesy Card guest(s) prior to arrival to arrange an expedited check in process.
#23
Join Date: Sep 2009
Location: Mpls, MN USA
Programs: Hyatt Diamond, Priority Club Platinum, Hilton, Southwest "A" and "CP" Hertz 5*
Posts: 86
It is a wonderful thing that airport TSA are capable of recognizing the elite line and "some" Hyatt staff are not. Training should be mandatory on this item I would think. But then I go thinking again.
Typically I dont mind the short wait but I agree not all Hyatt locations use that station and always ask me to move over to their station. Not the other way around.
Typically I dont mind the short wait but I agree not all Hyatt locations use that station and always ask me to move over to their station. Not the other way around.
#24
Join Date: Sep 2010
Programs: Hyatt diamond
Posts: 645
#25
Join Date: Jan 2009
Location: BKK
Posts: 6,741
A Diamond Check-In sign that people can actually SEE might help. The transparent lucite dealie is quite sophisticated and elegant yet almost totally unnoticeable. Maybe it's just me, but I think that a Diamond Check-in sign people can easily see would improve the situation immensely.
The downside of having a clearly marked elite check-in area is that it would make guests without status feel like second class guests. This is not suitable for hotels marketing themselves as high-end, where every guest is paying a high rate to stay (and indeed non-elites can often be the best customers).
#26
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At large domestic properties, more clear signage marking elite check-in would work well. I do not feel that Park Hyatt or high-end international GH or HR properties should have elite check-in lines, because at that level every guest should be checked in promptly and given a high level of service. Furthermore, Diamonds can simply proceed to the club lounge for check-in at properties so equipped.
The downside of having a clearly marked elite check-in area is that it would make guests without status feel like second class guests. This is not suitable for hotels marketing themselves as high-end, where every guest is paying a high rate to stay (and indeed non-elites can often be the best customers).
The downside of having a clearly marked elite check-in area is that it would make guests without status feel like second class guests. This is not suitable for hotels marketing themselves as high-end, where every guest is paying a high rate to stay (and indeed non-elites can often be the best customers).
#27
Join Date: Jan 2009
Location: BKK
Posts: 6,741
Park Hyatts don't have lounges. Many hotels with lounges require key cards for elevator access to those floors. Finally, if one is traveling with a lot of luggage, it can be awkward to bring it into the club lounge (this sometimes requires juggling another set of doors), there's no good place to put it in the lounge during check in, and going to the lounge can mean a big detour on the way to one's room.
Luggage is also not a factor, because it is taken by bell staff immediately upon arrival and then delivered to the room after check-in is complete.
Key cards also are not required to enter lounges at such properties. During lounge operating hours, Diamonds and people with club room or suite reservations are usually escorted to the lounge for check-in.
#28
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I find this true at most chains - insufficient staff for the dedicated elite line though if there are 2 staffers at the front desk you normally see 1 dedicated to the elite line.
To be fair I have never seen the kind of checkin lines at Hyatt that you see in Vegas where dozens of people are waiting - more typically my issue is that I arrive mid-evening and there is only one person at the front desk who is busy dealing with somebody that has a complicated checkin
But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
To be fair I have never seen the kind of checkin lines at Hyatt that you see in Vegas where dozens of people are waiting - more typically my issue is that I arrive mid-evening and there is only one person at the front desk who is busy dealing with somebody that has a complicated checkin
But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
#29
I find this true at most chains - insufficient staff for the dedicated elite line though if there are 2 staffers at the front desk you normally see 1 dedicated to the elite line.
To be fair I have never seen the kind of checkin lines at Hyatt that you see in Vegas where dozens of people are waiting - more typically my issue is that I arrive mid-evening and there is only one person at the front desk who is busy dealing with somebody that has a complicated checkin
But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
To be fair I have never seen the kind of checkin lines at Hyatt that you see in Vegas where dozens of people are waiting - more typically my issue is that I arrive mid-evening and there is only one person at the front desk who is busy dealing with somebody that has a complicated checkin
But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
I do online check-in most of the times and it's very often that I get a reply that my "room is ready" nearly seconds after I check-in. I know, when this is the case, that it is not the room I requested or even a placed suite upgrade. I always have to stop at the front desk.
#30
Join Date: Aug 2007
Programs: ex-Delta DM (NWA was nice while it lasted), Hyatt Diamond
Posts: 213
I find this true at most chains - insufficient staff for the dedicated elite line though if there are 2 staffers at the front desk you normally see 1 dedicated to the elite line.
But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.