Globalist Concierge Advice
Feb 28, 2021, 8:10 am
#241
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'm enjoying my Europe-based MHC experience to date - she has been very helpful in resolving an issue where a local GH decided, without publishing it anywhere in the booking process, that my corporate rate was "too low" to give points/nights credit. Less impressive was the responses from her colleagues while she was out of the office, but it was all good in the end.
Feb 28, 2021, 9:09 am
#242
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
KB is great. Everything I've asked for has been accomplished, quickly and without issues.
I will add that the Concierge experience has absolutely driven me to book more consistently with Hyatt, and at higher rates (higher room types).
I will add that the Concierge experience has absolutely driven me to book more consistently with Hyatt, and at higher rates (higher room types).
Feb 28, 2021, 3:28 pm
#243
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
Has the Concierge benefit been watered down further? I've been assigned to the (less than stellar) "C." for years, but as of a few weeks ago, I receive emails from a bunch of random people who claim to be her "assistant." Even emails signed directly by "C." now are sent from a generic "Consumer Affairs" email address, and that's the contact information "C." provides in her signature line.
So at this point, the Concierge benefit is basically the Twitter team, only with much longer response times?
So at this point, the Concierge benefit is basically the Twitter team, only with much longer response times?
The concierge is one of the perks I value most about Glob and I don't expect "extraordinary service" (I'm not even sure what that means in this context).
Feb 28, 2021, 7:00 pm
#244
Join Date: Aug 2020
Location: Beijing
Posts: 295
In China, concierge is helpful but different - I have a dedicated person but I've never actually spoken to her or emailed her for something. I just get cards/gifts from her once in a while - she gave me a neck massager a few months ago.
One has to call the main China line. 9/10 times they'll take a message and a random concierge will call back later. or they'll just transfer me to the concierge on call but that's rare. If I email, it goes to a group address and someone different responds each time.
I've basically dealt w the same 3-4 people in the last year, none my own concierge. If off hours, I get transferred to a US based Globalist line.
I feel they never have more than a couple concierges working at once in n China, usually one. I called last week and it took 15 hours for a response. The person said the concierge the night before got sick.
I wonder how many Globalists in China. At the last PH I stayed at they said they usually have 5-6 a night.
Overall, it's actually better service than my Starwood ambassador.
One has to call the main China line. 9/10 times they'll take a message and a random concierge will call back later. or they'll just transfer me to the concierge on call but that's rare. If I email, it goes to a group address and someone different responds each time.
I've basically dealt w the same 3-4 people in the last year, none my own concierge. If off hours, I get transferred to a US based Globalist line.
I feel they never have more than a couple concierges working at once in n China, usually one. I called last week and it took 15 hours for a response. The person said the concierge the night before got sick.
I wonder how many Globalists in China. At the last PH I stayed at they said they usually have 5-6 a night.
Overall, it's actually better service than my Starwood ambassador.
Mar 1, 2021, 1:25 am
#245
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,200
I'm in China but my concierge is in the US. This creates a pretty severe delay in communication, especially if I want to do things that are time-sensitive. It hasn't been a problem yet, but would you recommend asking Hyatt for a switch to a concierge in my time zone, based on your experience?
Aside from speed of response, my main reason is I believe you should switch is my concierge calls GM, senior mgt on my behalf in their native language. When they do that I feel I get better treatment and flexibility, either a better suite, a suite in advance or free breakfast for my kid etc.
1 PH let me use TSU even when using a free certificate, another let me book a suite on TSU even when not fully available. They figured it out for me.
Since there are so few PHs and Alilas I think the concierges in China build good relations w mgt so can ask/push for extra benefits.
I'm all about friendships and relationships and it works. When the US concierge or Globalist line has called for me on my behalf in China, no exceptions are ever made. I feel the China concierges really take their jobs seriously and us as VIPs. I believe a Globalists goes farther in China than US where there are so many more
Mar 1, 2021, 3:21 am
#246
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Some very nice MHC experiences here. Mine is largely useless as the proverbial on a bull. And at best I'd make three requests a year, never more complicated then a simply room request.
The concierge didn't offer me the AA status promotion. Three or so months after it was announced, I simply phoned the global concierge number and said I was calling to accept the offer. I was given the match, no questions asked.
On another occasion, I asked the concierge to get in touch with a hotel I'd booked some family into using the Guest of Honor benefit to see if the concierge could arrange for some special welcome amenities as it was the family members' first time abroad. I made it clear I was very happy to pay for something. I ended up having to get in touch with the hotel myself who put on a very, very nice (inexpensive) spread of snacks and drinks as well as decorations in the room, without charging me a cent.
More recently, when a hotel changed the terms of a booking I'd made between the time of booking and checking in, the concierge backed the hotel - until I produced the original confirmation email and screenshots at the time of bookingto show the benefit. The response then was, 'On this occasion, the hotel will honor the benefits'. Oh, thank you, dear concierge, for every so kindly allowing me to afford myself of the contract I entered into. You are ever so gracious.
My concierge has never sent me a gift or reached out proactively in advance of a stay to say 'Hey, I see you're heading to ABC. I've been in touch with the hotel and asked for some extra bottles of still water.' Donuts.
The concierge didn't offer me the AA status promotion. Three or so months after it was announced, I simply phoned the global concierge number and said I was calling to accept the offer. I was given the match, no questions asked.
On another occasion, I asked the concierge to get in touch with a hotel I'd booked some family into using the Guest of Honor benefit to see if the concierge could arrange for some special welcome amenities as it was the family members' first time abroad. I made it clear I was very happy to pay for something. I ended up having to get in touch with the hotel myself who put on a very, very nice (inexpensive) spread of snacks and drinks as well as decorations in the room, without charging me a cent.
More recently, when a hotel changed the terms of a booking I'd made between the time of booking and checking in, the concierge backed the hotel - until I produced the original confirmation email and screenshots at the time of bookingto show the benefit. The response then was, 'On this occasion, the hotel will honor the benefits'. Oh, thank you, dear concierge, for every so kindly allowing me to afford myself of the contract I entered into. You are ever so gracious.
My concierge has never sent me a gift or reached out proactively in advance of a stay to say 'Hey, I see you're heading to ABC. I've been in touch with the hotel and asked for some extra bottles of still water.' Donuts.
Mar 1, 2021, 7:31 am
#247
Join Date: Aug 2020
Location: Beijing
Posts: 295
I'm not sure if you speak Chinese (even then the concierges speak English well) but I'd 100% ask to switch to a China based concierge especially as long as covid blocks us from traveling outside. I speak to them in Chinese but they sometimes talk to me in English. I'm fine either way.
Aside from speed of response, my main reason is I believe you should switch is my concierge calls GM, senior mgt on my behalf in their native language. When they do that I feel I get better treatment and flexibility, either a better suite, a suite in advance or free breakfast for my kid etc.
1 PH let me use TSU even when using a free certificate, another let me book a suite on TSU even when not fully available. They figured it out for me.
Since there are so few PHs and Alilas I think the concierges in China build good relations w mgt so can ask/push for extra benefits.
I'm all about friendships and relationships and it works. When the US concierge or Globalist line has called for me on my behalf in China, no exceptions are ever made. I feel the China concierges really take their jobs seriously and us as VIPs. I believe a Globalists goes farther in China than US where there are so many more
Aside from speed of response, my main reason is I believe you should switch is my concierge calls GM, senior mgt on my behalf in their native language. When they do that I feel I get better treatment and flexibility, either a better suite, a suite in advance or free breakfast for my kid etc.
1 PH let me use TSU even when using a free certificate, another let me book a suite on TSU even when not fully available. They figured it out for me.
Since there are so few PHs and Alilas I think the concierges in China build good relations w mgt so can ask/push for extra benefits.
I'm all about friendships and relationships and it works. When the US concierge or Globalist line has called for me on my behalf in China, no exceptions are ever made. I feel the China concierges really take their jobs seriously and us as VIPs. I believe a Globalists goes farther in China than US where there are so many more
Mar 1, 2021, 7:19 pm
#248
Join Date: Sep 2009
Location: Midwest USA
Programs: AA EXP, HH Diamond, Hyatt Globalist
Posts: 591
Some very nice MHC experiences here. Mine is largely useless as the proverbial on a bull. And at best I'd make three requests a year, never more complicated then a simply room request.
The concierge didn't offer me the AA status promotion. Three or so months after it was announced, I simply phoned the global concierge number and said I was calling to accept the offer. I was given the match, no questions asked.
On another occasion, I asked the concierge to get in touch with a hotel I'd booked some family into using the Guest of Honor benefit to see if the concierge could arrange for some special welcome amenities as it was the family members' first time abroad. I made it clear I was very happy to pay for something. I ended up having to get in touch with the hotel myself who put on a very, very nice (inexpensive) spread of snacks and drinks as well as decorations in the room, without charging me a cent.
More recently, when a hotel changed the terms of a booking I'd made between the time of booking and checking in, the concierge backed the hotel - until I produced the original confirmation email and screenshots at the time of bookingto show the benefit. The response then was, 'On this occasion, the hotel will honor the benefits'. Oh, thank you, dear concierge, for every so kindly allowing me to afford myself of the contract I entered into. You are ever so gracious.
My concierge has never sent me a gift or reached out proactively in advance of a stay to say 'Hey, I see you're heading to ABC. I've been in touch with the hotel and asked for some extra bottles of still water.' Donuts.
The concierge didn't offer me the AA status promotion. Three or so months after it was announced, I simply phoned the global concierge number and said I was calling to accept the offer. I was given the match, no questions asked.
On another occasion, I asked the concierge to get in touch with a hotel I'd booked some family into using the Guest of Honor benefit to see if the concierge could arrange for some special welcome amenities as it was the family members' first time abroad. I made it clear I was very happy to pay for something. I ended up having to get in touch with the hotel myself who put on a very, very nice (inexpensive) spread of snacks and drinks as well as decorations in the room, without charging me a cent.
More recently, when a hotel changed the terms of a booking I'd made between the time of booking and checking in, the concierge backed the hotel - until I produced the original confirmation email and screenshots at the time of bookingto show the benefit. The response then was, 'On this occasion, the hotel will honor the benefits'. Oh, thank you, dear concierge, for every so kindly allowing me to afford myself of the contract I entered into. You are ever so gracious.
My concierge has never sent me a gift or reached out proactively in advance of a stay to say 'Hey, I see you're heading to ABC. I've been in touch with the hotel and asked for some extra bottles of still water.' Donuts.
Mar 1, 2021, 10:40 pm
#250
Join Date: Feb 2005
Location: So Cal
Programs: UA Gold/0.744MM, WN AL, Hyatt Diamond, MR Scum, Hertz PC, National Exec, Avis PC
Posts: 5,561
I haven't gotten much if anything out of Concierge(s) since the program started (got yet another new one assigned in September - NB). Most of my travel is for business and I require nothing from them. So the rare occasion I contact them is maybe 1-2 times a year for a personal trip or GoH stuff. And really I get nothing special. Most recent interaction was an upcoming booking at the Andaz Maui (a notorious property obviously). I had gotten an award booking but it was 2 queens. Andaz suite was available 6 of 7 nights, no way to apply an upgrade (I know it's the rules, but....). Couldn't even get them to guarantee a king bedded room. When the Andaz suite did finally become available, I contacted Hyatt via Twitter instead of my Concierge because i knew I'd get MUCH faster response that way.
Last time I got good service was before the concierge program started when I had a PL agent. They could actually get stuff done and really talk to a hotel to make deals and guarantees. I miss my PL agent.
Last time I got good service was before the concierge program started when I had a PL agent. They could actually get stuff done and really talk to a hotel to make deals and guarantees. I miss my PL agent.
Mar 3, 2021, 11:10 am
#251
Join Date: Oct 2012
Location: SFO
Programs: Hyatt Glob; AA ExPlat; Hilton Diamond
Posts: 317
How does one request a switch? At worst I'll get an equally bad one
Mar 8, 2021, 2:52 pm
#253
formerly wchinchen
Join Date: Sep 2013
Location: Honolulu
Programs: AA CK, UA 1K, Hyatt Globalist
Posts: 1,307