Continue to love my concierge. She addresses upgrades and any other issues usually within 1 day if she’s working. For example, I was charged a no-show (booked an extra night so I could confirm an early check in after a redeye) - I forwarded my folio with a quick note and she took care of quickly adding the night. Really keeps me loyal to Hyatt going over 60 nights.

Great to hear! i have been Marriott Ambassador since its inception and had decent experiences with it. It has fallen off a bit since they got rid of a bunch of the Ambassadors during coivd. I am looking forward to this experience.

I hit my 60th night staying August 24th. I checked out on the 25th. The nights posted on the 26th, and I had an email Sunday night, August 28th from my Concierge introducing herself.

Called in and pressed 2 to get a different concierge because mine wasn't available, and got Kristi or however it's spelled. Utter incompetent. Had a 4 night stay of 3 point nights and 1 free night and wanted DSU. She rightly said, can't do that if a reservation has a free night cert. So I hang up, check reservation to see exactly what nights were which and which night was lowest points and call back and get same lady. Ask her to break reservation into 2, make one reservation with 3 straight point nights and apply DSU, and have 1 reservation for last night with cert. She refuses and says can't do it. I tell her fine, cancel entire thing, book 3 nights on points, apply DSU, then book 1 night with cert. She refuses again saying it can't be done. So after wasting my time, I cancel it myself and do exactly what I wanted MYSELF. Great when a benefit to supposedly save me time requires me to spend a ton of my own time because of the agent's incompetence and laziness.

I think I've gotten the same person, her favorite phrase is "can't do that". I don't understand how she became a Globalist Concierge because they're all manager level. My concierge put in the bare minimum and I'm so glad I switched. From my experience there's more good ones than bad though.

Yeah I've had 2 negative experiences with the concierge line only and I'm almost sure the first time was the same person. Two counting this experience as one even though it was 2 calls in short order with the same result.

I love Hyatt but in China the concierge system is weak. I've never, not once, actually spoken to my direct concierge.

There isn't even a direct concierge line in China. We have to call the main line, register all of our info iebmember number, name, I think rmailbetc, then they'll transfer us to the concierge staff.

It's annoying

When you reach concierge staff, you have to tell them again your name, number , etc. Total waste of time.

90% of time, no concierge is available and they'll call you back. Sometimes it takes 15 minutes but usually takes hours. It is annoying the time wait as often I want to book quickly w a TSU etc

The concierges in China are all friendly and fairly helpful but not massively

I prefer to deal w hotels directly. I just can't when dealing w TSUs. I really wish we could book TSUs online

I love Hyatt but in China the concierge system is weak. I've never, not once, actually spoken to my direct concierge.

There isn't even a direct concierge line in China. We have to call the main line, register all of our info iebmember number, name, I think rmailbetc, then they'll transfer us to the concierge staff.

It's annoying

When you reach concierge staff, you have to tell them again your name, number , etc. Total waste of time.

90% of time, no concierge is available and they'll call you back. Sometimes it takes 15 minutes but usually takes hours. It is annoying the time wait as often I want to book quickly w a TSU etc

The concierges in China are all friendly and fairly helpful but not massively

I prefer to deal w hotels directly. I just can't when dealing w TSUs. I really wish we could book TSUs online

Twitter or Facebook (or if you don't have a VPN to access) then the chat function on Hyatt will be able to do the TSUs for you online. The way you're describing it, they'll be faster than your concierges have been.

As for this thread, yeah it's a sad indication that the concierge system provides little/no benefit.

Yeah back when it was the diamond private line, I had an agent (who now often mans the WoH account here on FT) and she was spectacular. Been a total decline from the moment she was moved on and it became the concierge program. Have had 2 or 3 or 4 since, and all of my personal ones have been "fine". Not impressive but not openly hostile, argumentative and useless like Kristi/y/Christy/i or however it is spelled, was to me today.

I can add a number 4 to my list of superb service. Booked an Andaz about 5 months ago, 2 nights on points. I later switched to 1 night on points and 1 night with a Cat1-4. This meant I could not use a TSU. MHC, in mid-June, took a note to contact the hotel and request a "special room" for me (proactively). Today, 15 days prior to arrival, I am confirmed into an Andaz Suite, without any TSU being deducted.

The Mainz Team is really great and continuously go above and beyond.

When should we be connected to our MHC as a new full globalist? I hit my 60 about two months ago. Haven't really been concerned due to lack of upcoming stays but I guess at some point I should reach out?

Probably should have already happened. Honestly, they are marginally useful but send a message and inquire if 2 months.

It took my concierge 20 hours to respond to 3 phone calls and 4 emails to apply a TSU. Hard formme to use Twitter but might try. 20 hour response times is unacceptable to apply a TSU. Place ticket prices everything all change

Send a message to whom?

I have always been pleased with the support I've received from Hyatt on Facebook, so I was not even expecting any improvement on that front. But now I'd feel weird asking those folks who've helped me tremendously, how to get my concierge. And then if my concierge sucks, asking them for help again haha.