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Mixed experiences with bookings handled by Valerie. Some outstanding, some poor. Getting a hotel to get a TSu applied when there was online availability, outstanding. However, had a 7 night stay that became a 10 night stay, wanted to apply a 2nd TSU so I could be sure if a suite- she said it was done, and when I said it didn’t look right online, she insisted it was ok. Call the hotel the day prior to check in things, they denied there were two TSUs applied and had me doing a few room changes during the stay. After escalating with the hotel, got it sorted out, but not without hassle. |
If memory serves me correctly, I have been contacted twice about my concierges in the past 9 years to see how things were going from a manager of this department. Once was when my first PLA left the company and they asked me if her replacement was working out and she was great! I also received a call when the new WoH Concierge program rolled out and they asked me if I wanted to stick with my PLA or change to someone new. I believe for many reasons they should proactively reach out annually to those with concierges or send a survey to gather feedback and find the best option for the customer if they are not receiving the service they believe they should be. They send a Medallia survey after each stay so they have the technology to do this and could see how much perceived benefit customers are getting from various concierges to see how best to improve the team. That would avoid a post like this which I am sure many people can relate to but would also mean Hyatt is interested in the feedback. |
Originally Posted by ronbo83
(Post 30443805)
If memory serves me correctly, I have been contacted twice about my concierges in the past 9 years to see how things were going from a manager of this department. Once was when my first PLA left the company and they asked me if her replacement was working out and she was great! I also received a call when the new WoH Concierge program rolled out and they asked me if I wanted to stick with my PLA or change to someone new. I believe for many reasons they should proactively reach out annually to those with concierges or send a survey to gather feedback and find the best option for the customer if they are not receiving the service they believe they should be. They send a Medallia survey after each stay so they have the technology to do this and could see how much perceived benefit customers are getting from various concierges to see how best to improve the team. That would avoid a post like this which I am sure many people can relate to but would also mean Hyatt is interested in the feedback. I got the email about whether I wanted to keep my PLA (by then not the amazing Michelle or I would have really complained) or get a new person for WOH when the program changed. Before I could reply, I was assigned a new person, who then quit in less than two weeks, so that I never had any contact with him. I felt a bit bad that perhaps my PLA would think that I had requested someone different. |
I do think there may be a relationship between your Hyatt Grifter Index and the concierge you get assigned to.
In my case, I really had to beg to get a concierge at all. |
Originally Posted by josephstern
(Post 30451414)
I do think there may be a relationship between your Hyatt Grifter Index and the concierge you get assigned to.
In my case, I really had to beg to get a concierge at all. |
Absolutely useless benefit and to be frank, "Brock" who is also doing the social media liaison for Hyatt here on FT has been far from stellar. I requested a replacement!
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Originally Posted by VegasGambler
(Post 30451967)
Did you get globalist through 60 nights? If you get it comped or through some promo you don't get a concierge. I still don't have one and I've been Diamond/Globalist for 2 and a half years. I'll have one next year though...
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I also have Michelle...and has been solid for me. I haven't made any real difficult requests - usually just checking for suite upgrades, or changing dates on existing reservations.
Best thing is average response time to email is less than 2 hrs. Pretty consistently - maybe longest was 4 hrs, and sometimes less than 1. |
My concierge Michelle is amazing, she helps get me suite upgrades when none show available and is generally very responsive. For example I had a cat 1-4 cert that expired, one email and I got 10k in points deposited into my account. She is truly amazing.
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I have Michelle as well and she’s been extremely responsive and helpful. She responds within minutes if I email her, and calls me to follow up on reservation requests/searches. |
Awesome, I just got assigned Michelle. I hope she is the same Michelle who you are all praising.
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So I have been a Diamond/Globalist for 10 years. Never even knew I had a Concierge. Then I got an email last February from Joanna saying her email was changing and gave me the new one. Email also stated that Valerie was my secondary. OK, so now I know who my concierge is, but haven't heard from her since. Over 80 nights this year. Perhaps I should call and ask for Michelle.
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I'm starting to wonder whether the amazing Michelle in this thread is the same Michelle who was my wonderful private line agent before she apparently left Hyatt. My former Michelle had a last name starting with L? Does this sound familiar to anyone? |
Originally Posted by MSPeconomist
(Post 30610997)
I'm starting to wonder whether the amazing Michelle in this thread is the same Michelle who was my wonderful private line agent before she apparently left Hyatt. My former Michelle had a last name starting with L? Does this sound familiar to anyone? |
I have Michelle J too....she has been great. When i reached LF globalist while staying at London Andaz she let the hotel know and they sent up champagne and cupcakes . She is always super quick responding to all my queries. Couldn't be happier with her
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