Kacee

I'm generally happy with my concierge. She's a pleasure to work with and while there was a period where she was not super responsive, that's improved. This week, she didn't respond right away, but I got a response from Alyssa F. as a stand-in and she was extraordinarily pleasant and did a super job applying an SUA to an award stay and explaining that it would take a while for the reservation to update.

Is the Hyatt program perfect? No, but it sure is better than any other loyalty program I participate in. This particular stay (award + SUA) I'll be getting a redemption value of 4.6 cpp.

SF_DUKE

New Globalist here and the assigned My Concierge rep email response time is horrendous.

Already had to request for a new rep that is responsive.

Seems to me this Globalist benefit is pointless if it takes 5-7 days for time-sensitive email responses.

TravelinSperry

As a new globalist, let us teach you something about the concierge program. It is not meant for time sensitive issues. If you have such, Twitter or phone are better. It is good for more complicated issues that require someone to look at in more detail where time is not an issue. Good luck and welcome to the ranks!

Kacee

It's not useful for "right now" but I almost always get a response within 24 hours, and if I make the request during MHC's work-day typically within a matter of hours.

5-7 days is out of line and complaint-worthy.

TravelinSperry

You have a better concierge than me and than many other who report here. <24 hours is a very unusual response time from my concierge. ~72 hours is more the average.

Also - re complaints, I spoke directly to the head of concierges when my responses were similar in delay and he basically shrugged his shoulders and said "we're busy" and your concierge is responding as best she can. He also would not move me to another concierge as he claimed it would not help. However... ~30 days later she was mysteriously re-assigned and I received a much better concierge (although clearly not the same one you have)

I just noticed I joined FT 2 mos before you. And yet I've fallen way behind in my posts

sapguy

I had a few email exchanges with my Concierge yesterday, and she responded in under 30 minutes each time!

fezzington

How long is too long to wait for a concierge assignment?

requalified late November last year (was glob-lite) and just went to send an email… realized I never got a concierge assigned. Im assuming it never triggered a “new” concierge Since I’d been glob lite for a couple years.

Where does one even reach out for something like this?

antonius66

Go ahead and send an email anyway...when it goes un-responded to, you will know you have a full concierge experience.

Ijones027

Anyone have ek she uses to be very good now I get responses from other people

59Impala

MHC BV continues to be exceptional and great.

I have a reservation using a TSU, and the rate has dropped, so I wrote an e-mail this morning at 8:15, if she can adjust to the new rate.
Rate was changed at 10:45.

I thanked her, and she reply back APPOLOGIZING THAT I HAD TO WAIT SO LONG.

2.5 hours is really no wait. She is wonderful.

olouie

My concierge seemed to be good until a recent situation with a hotel playing games with upgrades. I asked her about the hotel not honor upgrade to standard suite (and also classifying all suites as premium suites for upgrades but one of them was standard when booking on points). She replied with the terms and conditions that hotels can decide what is best available room at check in, which is fine. I then asked for clarification on how hotels can decide what qualifies as best available room and she said they are free to do it however they want, including deciding that the best available room is actually lower room category than booked.

Yeah .... that's not good if they are telling their most loyal customers that hotel can do whatever they want in terms of upgrades, including downgrading customers but calling it an upgrade. I'm sure its not 100% accurate but my former concierge would help me with properites who played games with upgrades and this one just seems to want to allow properties to do whatever they want (she really should work for Marriott).

PortlySpartacus

Yeah ok but, really?

jbandy10

I am dealing with an issue where it takes 4-5 days for my emails to be delivered to my MHC. We have tried many different email accounts on my side. For whatever reason, the Hyatt firewall is preventing my emails from going to them immediately. They're taking several days just to hit their inbox. MHC claims she a filed a ticket but nothing has changed. What should I do?

1mileman

call or chat if that works for the time being?

mydogsarebad

is that why mine take 4 or 5 days also? I thought it was just an overworked concierge 😂