Perhaps, TravelinSperry is not US-based and does not have a local number to reach MHC or Hyatt Corporate at? I know this issue has been reported for those based in Mainland China.

In the era of VOIP, it really shouldn't matter.

In my case, the property simply failed to take the suite out of inventory, and ended up giving it to another customer (not sure whether paid or upgraded). Meanwhile, Hyatt also failed to notate which employee at the property confirmed the suite upgrade, so the property couldn't really investigate what happened on their end.

For those of us in mainland China, there is no direct number to our concierge or even a concierge back up (ie we can't press #2). I would gladly do that if I could.

I often have to call long distance on my mobile to US which is a waste of money.

VOIP? Not stable for me from China to US. Skype logs off 20% of the time. I tried to add money to Skype last month and it wouldn't process.

It is too hard to reach my concierge any concierge. That is the only major fault I have w the Hyatt program that really bothers me. I have 5 TSUs expiring today because it was too hard to apply them.
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Hyatt is a global brand. I should not have to call the US to be able to apply a TSU. That's not acceptable

​​​​​​And google is not accessible in China. China based members are facing a very different set up tech issues that Hyatt does not adequately address

Not being able to do something online, like apply a TSU? How 1990s.

As for these phone calls... I travel extensively, mostly with a data only plan. Since no phone # is attached to my phone, it makes calling more difficult. While I can use a VOIP app, some of the countries I travel to have very slow internet (e.g., I'm currently in Nepal). Why everyone thinks it is so easy to take 15 minutes out of your day (waiting on hold and explaining what I need) from a 3rd world country boggles my mind. This is 2023. I want to be able to take care of everything online. Whether that is via email, Twitter, or an app. For me, it boggles my mind that I am required to call to take care of such a simple issue.

Again, why should people in China be forced to call US for service? How would you like it if you were a US based guest and had to call China and speak in Mandarin to get anything done... Rather than the US and in English?

Talk about US centric for a global brand

One of the many reasons an online system should be created - inclusivity. It's not like Mainland China isn't a big market for Hyatt...

https://about.hyatt.com/en/contact.html

So calling Hyatt at the local country numbers listed in the link doesn’t work for you? Or is it that these numbers are not the Globalist lines? I’ve used email, Twitter and even Messenger to have a TSU applied. If they don’t respond in a timely fashion I just message them again. I stopped emailing my Concierge because the delay of back and forth wasn’t working

Any reason not to just call 1-888-994-9288? Free via Skype. Emailing Concierge isn't all that efficient, unfortunately -- but still better than the waste of time stuff going on with the Chat feature in the app where they will eventually come around to telling customers to email WOH instead of trying to get them to call instead. The service level can't be expected to improve while Hyatt is in the business of disempowering its reps and not expanding the reps' discretionary power to address customer concerns.

Maybe some day Hyatt will get around to having Globalist lines that contact to speakers of major languages, but it seems like the course is for more English use rather than less when it comes to what travel service providers chalk up as a cost (or less profitable profit) center more than as a profit center.

I've used Skype and it cuts out, has unclear calls (sometimes) and is generally difficult to use depending on the speed of ones internet. VOIP in 2023 (depending on where you're calling from, isn't a panacea). Wouldn't it be great if Hyatt offered WhatsApp so we could message them to handle? Why is that any more difficult than having a rep answer a call?

Hyatt has the chat feature in its app that can be used by customers to communicate. But if Hyatt were to go down the WhatsApp route to handle customer inquiries, I would really hope it doesn't end up like the Hyatt chats or it's going to be yet another channel of sub-optimal utility.

These look like good local numbers in China to call for Hyatt. Give it a try and report back:

Phone:MAINLAND CHINA:
+86 21 6154 6618
Direct Line (China Only):
400 011 1234
400 099 1234 Member

The chat feature in the WoH app has excellent potential, if that chat function is staffed by the right people, e.g. competent & experienced agents. But those agents are probably on the phone applying TSUs or handling other needs from Globalists :D

That’s the unfortunate thing: so much potential unrealized. And I would say the same goes for not localizing for the major market that is the Chinese one. [It’s just not like China is going to get to English being even as widely understood as in India when it comes to Hyatt’s positioning in the markets.]

Ever since Hyatt basically cut out the dedicated Diamond agents in Hyatt GoldPassport for a big chunk of its 25+ stay/50+ night customers, I took it as more or less inevitable that Hyatt’s dedication to — and the level of — Hyatt program customer service for Hyatt program customers would be a casualty over time and that even Globalists with MHC would not be entirely spared. Unfortunately, my expectations have been realized. So while WOH is way better than average for at-hotel benefits program for Globalists, it’s customer service is a casualty of the quarterly mission to build (or at least maintain) margins and otherwise deliver to “investor” expectations as a publicly-traded company.