nas6034

This was for hotel reservation or simply applying a suite upgrade?

PortlySpartacus

Both. I needed both to be confirmed so I could book my flight to align dates.

atourgates

Had a minorly frustrating Concierge experience.

TL;DR: Got incorrect info on connecting rooms/suites at a property, and missed out on the chance to use an expiring suite upgrade cert.

Most of our Hyatt award stays and points are used on connecting rooms for trips with our family, and I've found the most value in my concierge being able to let me know which rooms/categories are connecting at a specific property, and having them book confirmed connecting rooms.

A few months ago, I booked a stay at the Hyatt Regency Vancouver for this coming weekend. My concierge let me know that the only suites with connecting rooms at the hotel were a premium bi-level suite that (obviously) didn't qualify for a standard suite upgrade certificate. (At the time of our booking, basically, every category of room and suite the hotel had was bookable).

So, I had my concierge book us two connecting non-suite rooms for our stay.

Just today, I got a welcome email from a guest experience manager at the hotel, and I replied to let him know we'd be happy to use a suite upgrade certificate on our stay if they had any connecting suites available (thinking I was angling for an upgrade to a non-standard suite). He replied that while their standard suites connected to kings/doubles, they were now all fully booked for our upcoming stay.

Live and learn, in this case, learn that you can't trust your concierge to give you accurate info about connecting rooms at Hyatt properties.

Gonna be extra-frustrating when that suite upgrade certificate expires before I have a chance to use it.

chad75

Recently got assigned a concierge but not provided with any direct contact details. Just a generic email of mycpacific at Hyatt. Also given the generic call centre number and told to ask for <concierge name>. Not really seeing the point waiting on hold on the generic number when the twitter team is so easy to deal with.

creativeguess1

she was my concierge, then I lost her about 3 months ago. Assumed she moved on. That’s annoying she’s still there. I do miss her. Eerrrr

joey965

I was reassigned to Edward Quin this year and he has been amazing!!! The best one I have had.

olouie

What’s the normal response time for a concierge? Emailed mine two days ago and no response. Not a great way to start off with the first request I try (simple suite upgrade question).

Twitter team took care of it in a few minutes.

Visconti

In my experience, within a few hours, or 8 or 10, at the latest?

However, you may have emailed your concierge on his/her off days. Initially, I think I placed my concierge on block, and just really didn't see a need for the "personalized" service. But, over the years--about 5 or 6--I think we've finally developed a rapport, and now I actually value our relationship.

olouie

Thanks, is the expectation that I follow up or should they reply when they return?

PortlySpartacus

This is another perfect example of the inconsistent value associated with the Hyatt concierge service. You can make a quick DM on Twitter to the HyattConcierge and get a response almost immediately. But when you contact your designated concierge the wait time is often 24 hours or longer. I'm just not sure why the Globalist concierge service even exists any more when the Twitter service performs better and is very consistent in their response times.

dkc192

My concierge has always replied when she's back in the office, or designated a colleague to respond if she's away for an extended period. YMMV, however. Their email signatures usually have their working hours/days; if yours doesn't, can't hurt to ask and in the future try to email them during those hours.

js1993

You replied to a three-year-old comment. Quita was promoted at Hyatt.

js1993

Agreed. I'd much rather have a central contact team/system that doesn't involve the use of Twitter, which is probably the worst site on the internet.

Visconti

Ah, I'd probably try to get him/her on the phone. And, if I get a voicemail, I'd probably leave a message saying something along the lines of perhaps he/she hadn't received my email, and then repeating my request. While I appreciate that everyone has different preferences, I still prefer the telephone over email.

Generally, if I don't get a reply within 24 hours, I'm going to call and get whomever I need to on the phone to handle my request.

MSPeconomist

Agree, and I refuse to use Twitter.