I was with KW, then she seemed gone during Covid, now she is back and I am with her again, her initials are now KN.

Not sure what is going on, but responses are taking a VERY long time now.

I couldn't agree more. I don't understand this thread. There really is no such thing as an awesome concierge. If anything I have learned that you get quicker responses from messaging Hyatt or even phoning versus waiting for day or 3 for your concierge to respond. The hyatt program has gone so downhill the past few years. Yet in 2019 I couldn't say enough great things about the program.

For anyone reading this thread don't bother trying to get Sarah or Quito or whoever to be your concierge it's just not worth the time or effort. Just take matters into your own hands. There really is no superstar concierge and a message or phone call works quote fine.

mine IS awesome. Just read my posts and examples. But again, concierge in Mainz, not US.
initials BV.

DM was great today, I emailed to help with a points combination request and changing my reservation to guest of honor for a friend. We emailed back and forth about 3 or 4 times and got it all sorted all in the same day. Super impressed.

Depending on the day I have (Europe based) MO or YS, both nice and competent.

Yes, i have dealt with MO. agree with your comments. There are 4 concierces in the team in Mainz.

Once again tried to reach my conciege through the China phone number. All concieges busy, no option to click 2 and talk to any available concierge.
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instead have to leave a message with main customer service. Sone day the concierge will call back. When? Who knows. I've waited a long time before. They need to make it easier for people with China based concierges to reach any concierge if our own is busy. This is a real downside to the program. How use a TSU then? Impossibly difficult

I hear your frustration.
IMO Hyatt should either allow suite upgrades online or at least allow it to go into pending request as Marriott does for its members until officially confirmed with the hotel.
Unfortunately although many of us are fans of a number of Hyatt Hotels the clear lack of any material improvements to the program itself or the website leave me and I’ll assume some other long time members somewhat baffled
When we look back through the years of exceptional Hyatt leadership overall I’m clearly puzzled watching World Of Hyatt in a coma.We do hear from Hyatt when their may be a promotion a My Concierge switch of agents or a massive devaluation to the program.That’s about it in this new era sadly
All I can say for now is file a complaint with Hyatt Consumer Affairs in hopes someone may make a material improvement in the customer service end.

Do regular phone agents not process SUA?

They have not seemed to be able to in China. I'm not sure what will happen if I ever have a TSU and no longer have a concierge.

My concierge said that a regular agent can help. I tried two weeks ago. The agent said she couldn't help but my concierge and all other concierges apparently busy So they left a message like always and waited for them to call back.

It is a 6 hour process minimum to use a TSU. Frustrating, especially if I'm traveling or when plane ticket prices change

A quick shout out to my Concierge! Emailed her to ask for her assistance in consolidating 3 reservations on points and cash, and then applying the TSU for my upcoming stay at the Park Hyatt Bangkok.
Less than 24 hours later, she got one of her colleagues to work with her to get everything done for me! I am guessing that she was super busy but she got it done, with the help of another colleague! :tu:

My Concierge is so awesome!!!

Def getting faster responses from my new concierge NB. Does make my stays a little bit better when I'm able to contact her for certain things (even though I'd still use Twitter when under time constraints for TSUs).

I'm now on my 4th concierge assignment in less than 6 months... (EQ --> SB --> TA --> TB).
(Not that it really matters much, since a different concierge responds half the time I send an email).

I've been finding Twitter support to be much quicker & more competent these days.

So in order to get prompt Hyatt guest service after spending a bundle I need to go to Elonmusk.com/twitter?
Kind of sad.
Hyatt what happened to the mostly stellar Omaha CS days?
Now folks work out of their homes with dogs barking sometimes
I miss the old Hyatt :eek::( in a world where not much is the same any more

Hyatt just replace my amazing concierge with one that gives bad info and does not understand my email consequently answers wrong questions with false information. I have not used her for reservations yet. So far her mistakes only frustrated me but real consequences yet. I want my good concierge back!