I use my WoH concierge to contact the hotels (for this trip, the PH Bangkok and the Andaz Seoul Gangnam) for all my needs, and I quickly got everything that I need taken care of! :tu:

Did you also have J D replaced with a J L? JD was great

I emailed my concierge on the 22nd about a stay tomorrow and despite me chasing I’ve not yet heard anything back. It’s not a useful service if I can’t rely on someone to get on if. I’ve now reached out to the hotel directly. Very disappointing, as I almost never ask my concierge for anything. If it’s not going to be reliable, it should be eliminated.

I have said it before and I will say it again...other than the handful of people who somehow claim to have a concierge that is super instant responsive, for the rest of the hoi polloi, the program is good for one thing...a phone number that allows you to get through to someone directly rather than calling the standard line. That is about it. Far far cry from the old days when I had a private line rep who actually took care of stuff, went out of their way to fix issues, actually helped with things, etc.

Yes, and I miss J D. So far, J L and I don't seem to understand each other. What is your experience?

Hi All,
I come in with low expectations and still its better than what I find at other programs.
Not that its an excuse to be subpar at what you do.
So much depends on your individual concierge and if I wasn't happy I'd request a switch.

I've come to use a mix of available resources my contacts at the hotels worldwide
that I know from my decades with Hyatt,
the Glob Concierge and the regular Glob line.I've learned from experience the best way to get
something done without a lot of back and forth
all to often is to do it yourself.That said occasionally you find the angels that help and go the extra mile.
Though the angels seem somewhat in shorter supply these days :eek:

Because I respect many of these folks/agents its my perception that Hyatt undermines
their accomplishments in CSM by creating layers more like the airlines these days with stripping
them of the ability to extend expiring certificates
fixing hotel issues etc.More decisions needing multi approvals
The old Hyatt was I have your back and its done!
Cost Cutting trying to wring every cent has IMO taken its toll in places and its gotten worse
as we came out of the Covid years.

Everything is more complicated and layered with need for approval.
Even booking a suite may be complicated hold on I'll call the hotel and see..........
and then hope they pull the award correctly from your account

So far, not great. It's been 24hrs (and I believe within their working hours) from when my stay next week was canceled unexpectedly due to hotel closure about 36hrs ago. I forwarded them the note, but nothing back yet. Just got a call from another agent in Omaha who wasn't on the concierge team, who said in fact that she sees someone else is now assigned (Starting with a C ?) - and said they would ask them to reach out to me.

Should I just email consumer affairs @ this point and find out what's going on? At this point I care less about making the reservation for this stay as I do taking notes as to how Hyatt handles such a situation (example if I was booked on a personal week long trip to Hawaii... would they just bail on me like they have so far with this cancelation)

Have you considered actually picking up the phone and calling? Crazy... I know.

Regards

Of course. Just been busy

Well, I waited last week on hold for 45 minutes to get to a human. Not everyone has entire afternoons to wait on hold and expect emails to be responded to... I know crazy

Completely agree with all your points!
Set your expectations low and you will pleasantly be surprised! No other chain that I know offers this concierge service, as imperfect as it is!
Act nicely to the Concierge (spare the entitlement attitude) and they will help you get things done, even though it will not be instantaneous.

No question that the WoH Concierge service is not what it used to be, but I am happy with my concierge, until they change her (which I hope will never happen).

An update - "my" concierge was having some technical issues but those seem to be resolved. So I'm optimistic now!

Pretty new to the Hyatt party...as Globalist, should I have been aware of some sort of concierge? Is it somewhere in my profile? Sorry if this needs to be in a newbie thread somewhere...

As a full Globalist (i.e. 60 nights), one of the benefits you receive is a dedicated concierge that you can reach by phone or email to handle all things Hyatt. As this thread shows, the value of the benefit varied remarkably. For some, it's just not worth the hassle, the concierge is unresponsive, they mess up simple stuff etc. For other, the concierges are invaluable.

If you are more than two weeks post reaching 60 nights, I would get in touch with Hyatt and ask why a concierge hasn't been in touch.

Sometimes there is a lag time once a member qualifies as a Globalist
till they reach out typically by email.
Certainly you sending an email requesting an assigned Conceirge to reach
out you can work or simply a call as the previous poster suggested should you wish to speed up the process
You can also reach out to me by PM and I can forward your details to the Conceirge team @ Hyatt should you not get a timely response.
Congratulations fellow Globe!🌏