Thanks for the tips. Just wondering which line for the MHC do you call? The number I have on the app is 402-952-1125. Is there another one I should be using?

Thanks

The problem for those of us based in China is there is no globalist or concierge hotline. We have to call regular customer support who will put us on hold for 10 minutes to see if any concierge is available.

I've never had one free. Not once. They say they'll call back but I've never had one call back in a timely manner. Usually 3-6 hours later is considered fast. In meantime hotel and airline prices change and I might be in a meeting unable to take the call. Then the process starts all over again.

I'd be happy to call a regular globalist line and place TSUs but there's no way to do so from china unless you call the US number. The regular CS agents are reluctant to try to confirm a TSU and they don't know anyone anyway to request better treatment.

I've asked for a dedicated phone or WeChat line for concierge but they don't have. Even WeChat goes to the main line and the. You get transferred at some point

I guess I'd make two observations (and I'm not trying to be apologetic, both programs have their pluses/minuses):

1. I suspect there are far more Globalists than Marriott Ambassadors, given the much higher spend/stay requirements to achieve Ambassador. Not sure Ambassador to Globalist is the right comparison (though I realize Ambassador is the required level to obtain the equivalent "personal" touch)
2. Contrary to tribal wisdom, I don't think attaining Globalist is nearly as hard as people think/say it is. With double EQN promos on business cards, double EQNs on all inclusives (which stacked with the business card promo to deliver 3X on all inclusives), EQNs for credit card spend (both personal and business card, and with, I believe, though I'm not certain, a lower spend threshold to attain than on the Marriott cards) it really wasn't hard at all to attain 60 nights last year if one was strategic and willing to throw in a few all-inclusives. My guess is that the MHC program simply hasn't scaled with the new numbers of people attaining Globalist.

Regards

I call my concierge's number and it says she isn't available press a number to be connected to the next one. This works really well as I get someone when I call and have only had to wait a min or two. Their number should be on the intro email they sent you introducing themselves.
I emailed her once and never received a response it was on a GOH reservation so I wasn't worried about the cost going up. Calling your concierge is the way to go, as I can understand them being busy, but putting you through to the next one works out great. This way it seems like a benefit that works as opposed to one that doesn't work.

SB is my concierge and as you can see from my post above, they will not allow you to switch (since they claim all concierges are responding slowly due to understaffing, not due to SBs fault). So your options are to call her direct line, then push 2 to speak to any rep when she doesn't answer or use Twitter DM where the reps respond in a much more timely fashion.

SB is also mine. I haven't heard from her in months despite repeated emails.

put them on blast on social media. This is not acceptable and something I expect from Marriott, not Hyatt.

Although some really good agents still exist on the whole @ Hyatt it simply aint what it used to be.Hit or miss pretty much in and out of concierge
The world has changed both during and coming out of the pandemic
Less qualified available staff on board. Folks many working out of their homes,dogs barking,noisy kids etc in the background and detached somewhat
Far from the Hyatt culture knowledge and can do assistance some of us have come to know. .
But you can look forward to wildly higher prices more expensive ADRs/redemption's and diminished breakfast Globalist benefits along with less broad based promotions(targeted) and less generous

The responses from Hyatt say this is the Hyatt today like us or leave us.
The good and the bad.
CS will widely vary week to week call to call.Consistency is something we are seeing decline in and it doesn't begin or end with the agents.
If I've learned anything in life is you can't change what is changing so embrace it or move on.

I solved my concerns .I only cherry pick the best properties I wish and reduce my business in half as I personally don't like a number of changes.
The hotels I like I will always be supporting with or without a concierge and even if World Of Hyatt closes down in the morning.
I've leaned to not put an expectation on Hyatt service because the failures in my understanding are a lack of leadership in Hyatt's upper management and empowering agents.
I'm doing far better in other programs on average value wise for similar or better quality but the customer service is the same or worse than Hyatt by phone typically.

As bad as Marriott typically is yesterday my elite agent noticed advised a free night at expired.
I was unable to see it due to an IT glitch.Without a moment of hesitation
She said I have put a new free replacement night in your account to use in your account good till January of 2024.Wow Not the norm thats for sure
Think that would happen @ Hyatt? Not!

To give Hyatt some slack I am sure many of you know like myself when you cannot reach your concierge as I can't most of the time
simply hit prompt 2 and speak to the next available concierge.Sometimes they are better than the one you are assigned!
You really don't have to communicate with the one you are officially assigned to.

Your experience with Marriott is literally the opposite of mine, I called in to get an extension on expiring certificates, escalated to manager who basically told me she doesn't care and to use the certificates earlier.

No doubt I must have gotten lucky it’s not my past experience which typically echoes your own

I think Hyatt should get rid of single point of contact. It seems having an assigned concierge often causing more stress than not. That's what happened to me w Starwood and ambassador.

I just want someone who can get stuff done quickly.

I traveled to about 40 countries in 2019. W time zones etc getting a response from concierge problematic esp if I needed help flying from China to Dubai to US and to Thailand in 5 days

I am a globalist and didn’t even get targeted for the promo. The redemption rates in Bali has been amazing as they lowered the category for a bunch of properties. If I had to pay the cash rate, I can get way better value through Agoda.

I’ve accepted the fact that these hotel chains will continue to devalue their programs and have shifted a lot of my business to Agoda

munnster Thank you so much for your advice. I will call the number in the e-mail for sure. Really appreciate it.

TravelinSperry This great advice. Will do this going forward. Sorry to hear about the travels you are having as well

I call the one that is listed in my concierge's email -- one is 402.501.xxxx. Every once in a while she is actually working and picks up. But when she's not there's an option to leave a message (don't), or you can press a different button to get routed to a concierge currently on duty - which is the better option.