WoH (Globalist) Member Engagement Team
 

I've shared my displeasure regarding the WoH program since its introduction with several Hyatt team members (both in Illinois and Nebraska) and multiple GMs at properties which I frequent. Recently, I received an email from WoH Member Engagement team to discuss my concerns after filling out a post-stay survey. During our lengthy conversation, the Hyatt representative confirmed "there is overwhelming feedback from Globalists that the program needs to be recalibrated and tweaked."

We discussed everything from brand strategy and possible acquisition to requal requirements, suite upgrades and even free breakfast wording. I found the rep to be quite knowledgeable and well versed. This newly created group's sole responsibility is to aggregate Globalists' feedback and report them on a weekly basis to management. One can only hope Hyatt takes steps to make the program more customer friendly. Anyone else engage with this new team?

... makes me wonder if this is the team that sent out the request for home-sitdowns to discuss matters during their visit to Austin next week.

Good to know it is getting tweaks. FFN for all! ;) (kidding)


edit: team that contacted me: "Hyatt Global Consumer Insights"

I received an email from WoH Member Engagement after I submitted a negative post-stay survey in mid-March. At that time, they seemed most concerned that hotel staff didn't understand elements of the WoH program, e.g. resort fees waived for Globalists. I know I gave the person an earful about the program in general, and it sounds like many others have, too.

When you think about it what is there to talk about? They take Gold Passport which was one of the best hotel programs and throw it completely away when they should of carefully and slowly made tweaks to it like changing Diamond qualification to 30 stays or 60 nights if they thought it to be a necessary cut back. Now they want to tweak WoH when most of it needs to be trashed. As I mentioned in another thread like Classic Coke just bring back Classic Gold Passport.

I have also received emails from Hyatt seeking additional input, after I filled out post-stay surveys. Probably six surveys so far this year, two emails requesting additional input. The emails were from a "Guest Service Specialist", one from Omaha NE and one from Marion IL. In other word, the usual suspects (nothing special).

I haven't received anything, though I've been a diamond for at least 10 years. I haven't had any stays this year, but do have a long vacation booked. Last near I did over 50 nights.

I guess I'm not valuable enough to them :(

Seems like these are for post-stay survey responses that are poor. Give them an earful on that and see what happens!

I generally appropriately rate my stay, but if there is an option to comment about WoH, I definitely will.

I will have to do a mattress run to get 1 stay for the double points promo, and I will look for that survey. I don't always get them.

Similar here... 8yrs Diamond averaging 45-50 nights a year, zero stays this year due to WoH. Switched to 100% SPG (& Marriott) despite uneasiness over the future of that program. One would think such an abrupt change in stay patters would be a data analytic red flag, but not a peep from Hyatt.

Ah well, stay decisions are simpler now and hotel locations are usually more convenient. It was often an extra effort, plus added driving distance, to choose Hyatt properties.

Seventeen years Diamond/Globalist; 79 nights in 2016. I can't recall ever having a personal contact with GP or WoH, other than once, when, as I recall, someone contacted me about being a first/"dedicated" contact for reservation help. So how DO I feel about the program?

Correction: There was this...

I didn't hear anything from Hyatt when I dropped from Diamond to nothing a few years ago. I also haven't heard anything after going from 35 nights last year to zero nights this year (with nothing booked so far). I guess they figure they can always mint new elite members on Twitter. :D

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 free nights , 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.

The special team did not reach out to me, but hey, I contacted them anyway. If they can fix just ONE thing about the new program, it's this: The expiration date of the awards should match the expiration date of the status. To spend most of a year earning an award, and then it expires in just four months, well, that's just wrong.

The written summary I submitted made seven different points, but the expiration date of the awards is the biggie.

My personal prediction is that Hyatt will improve the program, fairly soon.

My recent response after a providing good post-stay hotel review, but with scathing WoH commentary, was similar to Beachfan's. Also added that all would be well if Hyatt pulled a New Coke and took a mulligan back to pre-WoH.

Cheers

For some reason Hyatt isn't even sending me the surveys after my recent stays, it's like they know they are going to get an earful.

If I do get one my first complaint is going to be that with the WOH rollout I watched Hyatt staff go from being efficient and accommodating (under Gold Passport) to being extremely talky (in some hotels since WOH there's been lots of chatty attempts to "connect" from desk staff) but without firepower to accommodate the guest with even the tiniest tokens of appreciation. For example at the HP Flushing the staff member was very welcoming but could only offer some teabags as an amenity, and teabags are already included in the room. At Hyatt Mexico City the manager talked my ear off for 15 minutes but there was zero in the way of actual Globalist upgrade. Then in other Hyatts I've had downright surly staff who have refused amenities that are actually included in Globalist status (such as resort fee waiving on award stays). So I've basically had staff tell me rudely that I can't have things that are part of the Globalist package. I've started to wonder if Hyatt instructed staff to be extra rude/withholding to Globalists in an attempt to discourage them from using the hotels, as a cost-saving measure?

Needless to say I've happily moved many stays to SPG.