WoH (Globalist) Member Engagement Team
May 2, 2017, 1:37 am
#31
formerly a193991
Join Date: Dec 2014
Location: Zulu Romeo Hotel
Programs: Hyatt LT Globalist; LX SEN (*A Gold), AA LTG, SBB-CFF-FFS First Class GA
Posts: 4,579
I am at 7 stays/21 nights this year so far. I have not received a single survey, last year I almost always received one after each stay. So no chance to express myself so far...
May 2, 2017, 2:23 am
#32
Join Date: Aug 2005
Programs: AA Plt 3MM; UA 1K 2 MM; MR Lifetime Plat; HH Lifetime Diamond; HH Diamond; IGH Spire Ambas; SPG Gold
Posts: 2,149
I complained about WoH on a survey for my last Hyatt Place day and that triggered the reach out.
my complaints:
1) WOH diamond is close to worthless at a Hyatt place. A bottle of water is so meager asto be insulting
2) Previously, we got stay points. Now eventually will get a certificate that is of very limited value.
3) it expires in 120 days. The reason is so transparently to ensure breakage that it's a major irritant not a benefit
4) Because stay credit is not awarded on stay credit, I can't use my points for on award stays if I want to requalify. I'll make 60 nights, by the skin of my teeth.
5) The program is way too complicated. I need 60 nights this year, can requalify next year with 55, but don't get TSU at 55
6) These aspects (expiration of free award nights, 55 but no TSUs) are so transparently done to be cheap is abrasive.
7) Hotels are clearly gaming the system to make awards or TSUs impossible or very difficult. I called out Andaz Mauii and Park Hyatt NYC
8) The expiration of TSUs exactly one year after earning means I will never complete the stay that gets me to 60 prior to December and will book away from Hyatt in Oct/Nov if needed to ensure that
9) Footprint in Europe means of 33 nights over 2 vacations, there are Hyatts for only 6. Major cities for the most part.
10) Globalist is a stupid name and I'm embarrassed to use it.
He was very patient
Did I miss anything? I know I didn't include the elimination Of qualifying via stays, because I thought that was calculated and intentional.whetss I thought they might have believed some if the other changes were enhancements.
my complaints:
1) WOH diamond is close to worthless at a Hyatt place. A bottle of water is so meager asto be insulting
2) Previously, we got stay points. Now eventually will get a certificate that is of very limited value.
3) it expires in 120 days. The reason is so transparently to ensure breakage that it's a major irritant not a benefit
4) Because stay credit is not awarded on stay credit, I can't use my points for on award stays if I want to requalify. I'll make 60 nights, by the skin of my teeth.
5) The program is way too complicated. I need 60 nights this year, can requalify next year with 55, but don't get TSU at 55
6) These aspects (expiration of free award nights, 55 but no TSUs) are so transparently done to be cheap is abrasive.
7) Hotels are clearly gaming the system to make awards or TSUs impossible or very difficult. I called out Andaz Mauii and Park Hyatt NYC
8) The expiration of TSUs exactly one year after earning means I will never complete the stay that gets me to 60 prior to December and will book away from Hyatt in Oct/Nov if needed to ensure that
9) Footprint in Europe means of 33 nights over 2 vacations, there are Hyatts for only 6. Major cities for the most part.
10) Globalist is a stupid name and I'm embarrassed to use it.
He was very patient
Did I miss anything? I know I didn't include the elimination Of qualifying via stays, because I thought that was calculated and intentional.whetss I thought they might have believed some if the other changes were enhancements.
I rarely get such an exclusive line when calling. Inevitably a "regular" agent answesr, and when I ask to be connected to the Globalist desk, am told by the respondent that they are able to deal with Globalist issues. Most respondents of course are mediocre (at best). Many are clueless.
May 2, 2017, 9:19 am
#34
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
Not sure how they can fix this train wreck. Bringing back the Diamond amenity ain't gonna do it.
May 2, 2017, 9:36 am
#35
Join Date: Feb 2017
Programs: LT Marriott Titanium, Hyatt Globalist, Hilton Diamond, IHG Plat, Hertz Prez Circle, United Platinum
Posts: 767
My guess is they are seeing a meaningful decline in Diamond bookings. While that may not translate into an overall decline in occupancy, it would nevertheless be a matter of concern because of the way they've previously touted loyalty program membership as a significant driver of marginal revenue.
Not sure how they can fix this train wreck. Bringing back the Diamond amenity ain't gonna do it.
Not sure how they can fix this train wreck. Bringing back the Diamond amenity ain't gonna do it.
Using P+C bookings, I'll come close to renewing Glob. I could easily renew Glob if I booked Hyatt properties for vacations this year. The problem with that is that of the locations I've chosen this year to vacation, there's not a single Hyatt for 100+ miles. Plenty of other chain options, but no Hyatts. For reference, I'm looking at Munich, Athens, Crete, Petra (Jordan), Cairo, Alexandria, Luxor, Aswan, Jerusalem. In the past, I would have planned a vacation around a Hyatt property to maintain status. Frankly, with the way that individual properties ignore elite benefits, it's just not worth pursuing Hyatt. To me, the program's now no better than IHG. I even consider Hilton to have a stronger program.
May 2, 2017, 9:44 am
#36
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,857
Jeff Z. is probably on his new book, "From First to Worst". And the outreach is to get some data 
May 2, 2017, 10:47 am
#37
Join Date: Dec 2014
Location: Providence RI
Programs: American Exec Plat, Hyatt Refugeeist, Marriot Gold, Air Canada Cattle Class, Korean Air Morning Plat
Posts: 988
I spoke to the VIP manager at the Vancouver Hyatt recently. She was very knowledgeable about the change from GP to WoH and indicated they had received some feedback. I told her I only now stay at Hyatt's internationally, in Vancouver and in San Francisco. She said that two big themes in the concerns she had heard was a number of former Platinums who were now Discoverist as well as a lot of people had indicated they went out of their way to stay at HP and HH even when it wasn't convenient in order to obtain status and they felt really let down. She didn't give away too much information but did promise to pass along my concerns and re-iterated she had heard concerns from others.
In a conversation with a front desk attendant at the same Hyatt they had indicated they saw a big spike in points burning and a big decline in Explorist and Discoverist paid for bookings. They Globalists were still coming though. She also indicated that the management at the HR Vancouver had the hotel put on a list of known "frequent point stay properties" and the hotel actually received more in compensation from corporate on stays than most other Hyatts.
In a conversation with a front desk attendant at the same Hyatt they had indicated they saw a big spike in points burning and a big decline in Explorist and Discoverist paid for bookings. They Globalists were still coming though. She also indicated that the management at the HR Vancouver had the hotel put on a list of known "frequent point stay properties" and the hotel actually received more in compensation from corporate on stays than most other Hyatts.
May 2, 2017, 11:37 am
#38
Join Date: Feb 2013
Location: CMH, West Coast
Programs: AA Executive Platinum, oneworld emerald
Posts: 2,741
May 2, 2017, 12:16 pm
#40
Join Date: May 2008
Location: WAS
Programs: AA Ex Plt
Posts: 1,630
I second this. I was a hoarder of sorts, never going all out and burning large sums for a single stay. Not anymore. Since WoH it has been burn baby burn. And my one paid stay was because the cash v points exchange was too skewed towards cash to burn more points.
May 2, 2017, 12:19 pm
#41
Join Date: May 2012
Location: Philadelphia, PA, USA
Programs: Hyatt Globalist, SPG Platinum, Hilton Diamond, Marriott Platinum, AAPlatinum
Posts: 199
Data Point: Filled out the survey post-stay with specific feedback on WOH and how it enhanced/encumbered the stay. Member engagement team reached out via email to ask if we could discuss more over the phone or email in detail - tentatively scheduled to speak with them this week
May 2, 2017, 1:12 pm
#42
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,489
May 8, 2017, 6:53 pm
#43
Join Date: May 2012
Location: Philadelphia, PA, USA
Programs: Hyatt Globalist, SPG Platinum, Hilton Diamond, Marriott Platinum, AAPlatinum
Posts: 199
To follow up, I spoke with a member of the engagement team via phone. He mentioned they are currently in the process of getting feedback on the new program from "all Globalists" (interesting word choice, I don't see how this is possibly true).
The main areas he was seeking specific feedback on was the loss of welcome amenity/points vs the 'replacement' of Cat 1-4/Cat 1-7 Free nights plus suite upgrades on all stays
Thoughts on the new branding (we discussed the new tiers, graphics, WOH banner on the website, welcome packet etc)
One item of note - when I mentioned the issues I and others have experienced around selectively upgrading despite suite availability he said that the hotels are in the wrong and Hyatt wants to hear when this happens to specifically follow up and address/correct with the properties. I almost wanted to ask if he'd seen the FT thread because it has all the info he needs on the large (and growing) offender list...
The main areas he was seeking specific feedback on was the loss of welcome amenity/points vs the 'replacement' of Cat 1-4/Cat 1-7 Free nights plus suite upgrades on all stays
Thoughts on the new branding (we discussed the new tiers, graphics, WOH banner on the website, welcome packet etc)
One item of note - when I mentioned the issues I and others have experienced around selectively upgrading despite suite availability he said that the hotels are in the wrong and Hyatt wants to hear when this happens to specifically follow up and address/correct with the properties. I almost wanted to ask if he'd seen the FT thread because it has all the info he needs on the large (and growing) offender list...
May 8, 2017, 6:54 pm
#44
Join Date: May 2012
Location: Philadelphia, PA, USA
Programs: Hyatt Globalist, SPG Platinum, Hilton Diamond, Marriott Platinum, AAPlatinum
Posts: 199
Oh, and, he did mention there has been a lot of critical feedback and this is a growing period; they are considering making some changes based on the feedback they have received so I guess keep those surveys coming
May 8, 2017, 7:01 pm
#45
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
Does anyone have contact information for this global engagement team for those of use who haven't been asked to participate in the survey?