I haven’t been informed that my concierge is gone but I have sent 3 emails in the last 10 days all unanswered which is strange. I did requalify for Globalist in 2022.

The program can be very frustrating. After 5 years, I finally spoke w my concierge for the very first time. In China they give a group email who responds. Same thing when you call in so realistically one doesn't have an actual one point of contact.

Big issue, I tried to apply a TSU but I couldn't get a response within a timely manner so hotel prices went up 50%, plane ticket prices doubled and no suites were available anymore. After 12 hours of waiting I started the process over again and it took 4 days of me being very upset finally to book everything.

What should have been a 2 minute experience and easy turned into a painful one and costly for me. My costs went up 2500'usd because of the slowness of my concierge.

I have 5 TSUs expiring because it was so hard using them w my concierge process

Just use Skype to call the US concierge number or message on Twitter. It’s pretty quick. That’s what I’ve been doing from Hong Kong.

TSUs don’t have to be done with concierge if you are in a hurry, Hyatt local agent can apply them too.

To be honest I really don't get the obsession with Concierges. Frankly, I never use mine. I can't even fathom why someone would waste the time trying to have their concierge apply a TSU via email exchange and thus risk the suite disappearing when someone else (like me) simply picks up the phone, calls in and has the TSU applied immediately. I always call in to apply TSUs and its never taking me more than about 10 to 15 minutes on the phone to get that done.

The only scenarios where I'd foresee using my concierge might be to follow up on a billing issue or something, after I've done a mobile checkout or something.

Really not sure why people obsess about this part of the program...

Regards

I'm on mainland China. I was always told I had to go through my concierge or globalist line to use a TSU. That alone is a 10-20 hold time after calling up customer servide. There is no dedicated globalist line in china. Nor is there a dedicated WeChat account. They told me especially for China bookings to do call them because of language issues.

With all my access problems, they told me for first time this week I could use a regular agent too in China but might not be as good as regular agents don't have the "connections" the conciegres do to make good booking w preferences.

I've tried calling the us line before but then there are time zone issues.

I Don't have access easily to Twitter here to book via Twitter direct.

Same. I use the concierge number as a faster glob line to call in for everything. I never email about DSU, I always call, and I call for 95% of what I need...once in a blue moon I email about something that is super non mission critical and I don't care about when it gets resolved. Otherwise, I call for everything and get it done quickly...that is the bonus of the program for me...the phone.

What would be even better is if Hyatt could figure out how to get its IT in order so that TSUs could be applied online during booking to level the playing field, facilitate ease of use for users in certain countries with contact restrictions, like SHLTP , and free up agent and concierge time from mundane tasks, which could resolve the response time issues in tandem.

i always call my concierge and while applying the TSU she does some other magic stuff to make my stay even more enjoyable, putsbthe, in the comments section for the hotel or e-mails the hotel a week in advance to check ou5 some things important to me. Mind, she offers to do this, I do not request it.

So yes, I am a bit obsessed with this benefit.

Was just assigned “San…”

anybody have her? Have not heard from her yet.

thanks

Really, it doesn't matter. Most of these reps are unreachable. Figure what you have is access to all reps, not a singular rep. I rarely ever hear from mine even upon request. I mostly chat with other available concierges

100%. I emailed about some missing stay over two days ago and still haven't even gotten a response. It shouldn't take two plus days to respond to an email. Certainly not with some supposedly premium service.

I reached out to my concierge to ask if she was going to still be my concierge. She replied five days later, called me Steve (not my name), and didn't answer my other questions. Great service.

My concierge has apparently disappeared into a black hole, was pretty responsive during the end of last year but since the beginning of the year I'm averaging around 6 days turn around time on a simple email request. Last one I got back was from a different person using my concierge's email address....

so much for premium service.

Hyatt might be better for personalized service if you bribe or take the time to get to know your concierge, as it appears that some posters here have done. However, the Marriott Ambassador line seems to respond to my emails 24/7 within 3 hours, sometimes less than an hour, in my experience. For the administrative tasks, I know which I would prefer. Hyatt needs to figure this out, especially as more of their tasks (Suite Upgrade Awards) need agent involvement.