jameswes

My experience is that DM'ing the twitter team gets a response for most things in 5-30 minutes. Anytime, anywhere, 24 hours a day.

Turnaround time from my concierge is normally 6-12 hours. And sometimes it just goes to their backup because they're out of the office.

coleslaw

Totally agree - concierge is fine for things that aren't time sensitive (positive or negative feedback post stays, questions about promotions, etc) but Twitter can't be beaten for ease and amount of time you need to invest.

MSPeconomist

IMO your own WOH concierge should keep you informed about his/her hours, so that you can try to contact them during their work hours.

Tonyr4

It's much quicker just calling the globlist general number.

drewp123

I’m looking for feedback on whether I need to temper expectations or request a new concierge.

I’m at the PH Paris now, and was told their spa is closed. At check-in I learn it’s not (there’s just modified hours and services).

I’ve also had issues with points posting correctly (who hasn’t), but my concierge’s initial reaction is almost always “if it didn’t post it didn’t qualify”, rather than researching.

E.g., services at the HR Kyoto spa didn’t post, so therefore it mustn’t have qualified. Only after pushing did she research and resolve the issue (in my favor).

For reference, I spend 100+ nights and spend $30k+, and really just want a reliable source of information.

Is this normal or should I request one of the above mentioned concierges that goes a bit further with their service?

cfabar1

I can't tell if what you're describing is just your personalities not gelling (maybe you communicate in a way differently than the concierge does), or if they're just not taking your tasks seriously.

I also get the sense your concierge is quick to offer "knowledge" without verifying it is current.... (i.e. maybe they assumed the spa was closed without checking, assumed the computer was right for points posting, etc.). If that's the case, that may be solved by you inviting them to investigate, rather than just asking a question.

Kacee

I'd ask for a new concierge.

LuxTravel

Hi there, just wondering how you get your Concierge appointed. Like living in Europe I do have a concierge in the US.
Any Lifetime Globalists in Europe having My Concierge in Europe ?

59Impala

you should get an e-mail shortly after becoming Globalist.
My Concierge is in Mainz (I have 2 typically, both VERY GOOD)

LuxTravel

I am lifetime Globalist for more than 13 years already .....I had an email but as I say it's one in the USA ...

LuxTravel

I am lifetime Globalist for more than 13 years already .....I had an email but as I say it's one in the USA ...
maybe because 20 years back they only had the ones in the US ?

59Impala

sorry, overread the part that you already have one. Suggest contacting your MHC and have you transferred to Mainz if you prefer. They are really very good, efficient and go above and beyond.

IAD_flyer

What are the global locations of Globalist Concierge contact centers? (Obviously the US), mainland China and Germany, any other locations?

PortlySpartacus

Try sending a DM with the same questions to the Hyatt Twitter account. I've had good responses from that team. I talked with my Concierge a few weeks ago and asked about the difference between MyConcierge and Hyatt Twitter and was told they are two separate teams.

The SLA response time for MC is 24 hours while the Twitter team seems to respond in under 1 hour. MC told me that they are to be used more for setting up future reservations and more complex travel arrangements while the Twitter team is for ad-hoc questions.

Try the Twitter team to see how they respond.

bwallet

I went over 60 nights last week. How long does it take before I'm assigned a MHC or even hear any acknowledgement. I know that I shouldn't necessarily expect much. I don't ask much since I usually stay at the same property week after week, and the sales manager there takes care of me. However, I'm still a little excited by the concept.