I always contact them on Twitter or use Skype to call their US number for free.

My WoH concierge does a very fine job for me! She is not always accessible by phone, so email is my way to communicate with her, so can’t deal with anything urgent. Would have to call the Concierge line and press 2 to get any available concierge if I need immediate help

I agree with the general consensus here re: the direction of the program. My concierge is nice enough, but only does the bare minimum required; she has never in 5 years gone out of her way or been creative about ways to go above and beyond or personalize anything, etc., and certainly nothing like giving me a little flexibility on rules or benefits beyond what is published. I primarily use email - her turn around time is fairly reliably ~24 hours (rarely much less or much more, except on weekends when it will be next business day). She's mostly useful to chase down administrative things such as getting points to post properly (which, to be fair, is a meaningful benefit given the time I'd otherwise have to spend on it).

As a point of comparison, in a few months since I've attained Marriott Ambassador, the program has provided generally faster service (disclaimer: much smaller sample size given the few requests I've had during that time) and has the distinct advantage of having proactively reached out to a property, unprompted, to confirm a complimentary upgrade two weeks in advance of my stay. That's the kind of above-and-beyond concierge service that can make a program like this particularly useful, though I understand that my experience here may have been a fluke/one-off.

Another gem of a globalist line experience: called to apply a TSU to a stay. Could see on the site that it was available for the days in question. Get to the hotel and they say they have no record of the TSU besides seeing that a TSU was deducted from my WOH account. Hotel doesn’t have any suites available now.

hotel wants to just give me back to TSU but I wouldn’t have stayed here if it were not for having the suite booked.

thanks Hyatt globalist line.

The general fear of every Globalist due to the way they don't send TSU applied emails or show the Suite on the online conf. However, it is one good use of your concierge. I always get an email from her saying that my TSU has been applied, so at least I can show that. Of course, if the property doesn't hold the Suite...

I suppose this is going to make me have my concierge double check on all TSUs I apply going forward... at least sort of a double check, and will do it 2 weeks in advance.

yeah that’s some good advice for sure given the seemingly lack of training that the globalist line is getting/has, the hotel has done their best to try and make it as right as they can when it doesn’t appear to be their fault. Going to reach out to my concierge to see what they can do to make things right since the error seems to be on their end

The mess around TSUs seems very odd.

This is my first year with them for ages and it seems to be a complete mess.

Some you see reflected in the system as a suite
Sometimes it works but you don’t see any sign of it
Sometimes it will not work for no reason
Sometimes when it does work Hyatt forgets to take off your TSU

It all seems very out of character given my otherwise reliable experience with Hyatt. It’s as if hotel chains almost deliberately try to screw up the benefits they reserve for their most valuable customers (speaking particularly as a Bonvoy survivor).

Honestly, I don't think the TSU issue is as huge a deal that you are making it out to be. Could it be improved and streamlined? Yes, for sure. But the thousands of satisfied Globalists that have been using their 4+ TSUs every year, year after year without issue aren't the ones posting here I don't think. The only occasional post is about the anxiety of whether the TSU was applied correctly and rarely the worst situation being discussed above where the TSU was somehow screwed up completely.

It's not a complete mess, its just not perfect. I wouldn't trade Hyatt's TSU Globalist benefit for anything because its a great perk for continued loyalty.

It's an absolute mess - multiple screw-ups (TSU submitted for the wrong property, TSU used for a different type of standard suite than requested, Globalist line doesn't know what they are or how to use them). It's so ridiculous and frustrating and more of a chore than a perk.

Marriott SNAs say "hold my beer"

Off Topic: I was thinking today about where I consume and contribute to the Hyatt community. My attention has shifted more to Facebook groups on Hyatt loyalty away from FT. I've been a loyal FT member for years and I really have enjoyed the insights and have been able to share my tips and insights as well. But it seems like this Hyatt FT thread is mainly about complaining. Whiners and complainers about how things aren't perfect. Not everyone, but just like other social media sights, these complainers have a loud voice that tends draw the most attention.

What I notice on the various Hyatt FB groups is that people are more often optimistic, noting where things aren't great, but generally have a positive and appreciative attitude about their Hyatt experiences. Lets just say they seem more grateful.

I'll continue to check-in on FT but I think it will be less frequent these days. The FB Hyatt community is way more helpful, positive and less petty. In a nutshell, gratitude and appreciation for this gift of travel is more of a draw for me than what I am reading on these Hyatt FT threads. Besides that, the FT interface is dated. Constant scrolling to the bottom and waiting for the page to load is a pain. Then to go through that and have all the posts be whining and complaining back & forth about the traffic noise on the road outside the hotel or how TSU's are an absolute mess? No thanks. Hyatt FB groups are getting more and more of my attention simply because they provide more value with less drama!!!

The great thing about FT is that it is not an airport, so you don't need to announce your departure.

Off topic for sure, but the FB groups where I occasionally drop in are full of the most over-entitled jerks and gamers I can imagine. I'm glad you're getting something out of them ... enjoy!

I’m globalist for the first time this year and just had my first TSU applied and the actual reservation was updated to the Suite room type. Is that not normal or are y’all just talking about when your TSU cannot be confirmed at time of booking?

Cash reservations are updated when applying TSU but not points reservations.