jasonvr

Let me start by saying that I had a great PL rep before this whole Concierge thing started. She unfortunately has retired and I think I've been passed amongst at least 3 concierges so far. With my current one, I often get messages from someone else stating she is out of the office and the other person is helping (seriously, about 50% of the time). I recently had an issue with the points for the Q3 promo not posting on my second stay. When I emailed I got a response that they would post within 3 weeks of the stay and don't post at the same time as the stay. Knowing that was not true, I emailed back that in all my years of participating in Hyatt promos, that has never been the case. I received no response. A week later when my third stay posted with the promo points attached, I emailed again. This time she said she didn't know why they hadn't posted and she posted them manually and had escalated it. When I looked in my account, what I saw was a doubling of my Globalist 30% bonus instead of the base points.... So I contacted Hyatt via Twitter and they sorted it out and gave me some bonus points for the trouble of having to make multiple contacts to get it resolved....all within 30 minutes, and they apologized that it even took that long.

I recently also had her book 2 rooms on points for two adults at the PH Vendome for my wife and some friends next summer as Guest of Honor. That was actually taken care of easily (which I'd expect since it s a really simple request). My wife recently found out that a 5th person might join and I know the PH rooms can only accommodate 2 adults. My wife was carboned on the original email the concierge, so I asked her to email asking about cash or complimentary upgrades to a room that could support 3 adults (had previously read online about being able to pay ~90 EUR to move to a deluxe which allows 3). Concierge responded back with an option to book a suite on points (48k/night I think) instead of a standard room. No mention of cash options and pretty clear she didn't reach out to the hotel to see what the options were.

Anyone else feeling they're not getting much from their concierge and actually get better treatment from the Twitter team?

UA-NYC

Before the move - by way of comparison I thought the Marriott Ambassador service was pretty useless (unless one has a unicorn Ambassador and/or gets marked for special handling due to directing revenue to Marriott)

My Hyatt Concierge "EQ", OTOH, is simply fantastic - incredibly responsive, usually within an hour if working hours. Can't be more pleased.

Contrast w/my Marriott Ambassador who until leadership apparently might have lit a fire underneath them, took days or never responded at all.

toomanybooks

No problem with mine, though someone else answers and takes care of my request about half the time.

CIT85

I don't use my Concierge for anything. I get good service just by calling the Globalist line.

After I requalified for Globalist this year, my Concierge send me an email introducing herself, I'm sure she forgot that she was/is my assigned Concierge since the program started.

joe_miami

Mine is great, but the whole concept seems outdated, since the concierges get at least two days off per week and customers, let alone "elites," generally expect same-day replies these days. Hyatt should just have a dedicated Globalist team that handles incoming requests, perhaps with case/tracking numbers so that follow-ups get routed to the same rep.

MSPeconomist

At least when I phone my concierge, if she doesn't immediately answer, there's an option to be connected to some other concierge on the team. This works reasonably well, although I wish it were possible to know when calling whether she's on another call versus being on a long vacation (or sick leave). I'm willing to wait for my own person, but not for long given the time-sensitive nature of most requests.

canyonleo

Isn't that essentially what we have now, where calling the Concierge line one can just choose to speak to the next available agent as opposed to leaving a message for one's assigned agent?

joe_miami

I don't know. I'm almost always out of the country when contacting mine, so 100% of my inquiries have been by email.

As much as I like the concept of personal concierges, when people are saying they get better and faster service via Twitter, it seems something is out of whack.

ryandc99

Pretty much 0 value for me. I find a lot more value from the twitter team.

shelby101

Mine is Quita and she has been very responsive.
way to go Quita. 👍

AbuCordoba

I could not find a thread on this, I was made globalist in December 2019 and I have yet to have an assigned Hyatt Concierge, I have emailed world of Hyatt a few times without reply, does anyone know anything I can do or contact to make some sort of connect with Hyatt?

jgsx

Are you a ‘true’ 60 night Globalist? Globalist through challenges, 55 night, etc. do not get a concierge.

Hydro88

The Concierge "perk" is utterly worthless anyway.

UA-NYC

hardest of disagrees

having a single point of contact in life for different situations is invaluable

Hydro88

What situations can the hotline / hotel not resolve?