Are you on the higher or lower end of glob spend? Definitely starting to think there are different "classifications" of concierges based on customer value. Would definitely make sense. Like I said above, I know my personal only, barely 5 figure annual spend and 60-80 nights on average is above 99% of hyatt guests, but it's nothing compared to the few globs who spend 50-100k a year and I would imagine there is a different breakdown within the glob category.

Its possible. I'm not what I would consider a "high-value" customer. I had 45-50k ish in base points and 65 nights (55ish stays and 10 or so CC), so I'm probably average at best among Globalists. I've been a Globalist and a Diamond before that for 10 plus years and had a great concierge before she retired about two years ago. Since then I'm on my fourth concierge, not of my doing I might add. One was promoted, one left Hyatt and one just ghosted me. It possible they are now assigning concierges based on some internal level, or that I've just had bad luck.

Ahh nothing like having points post incorrectly, calling the concierge line, getting told they haven't gotten the folio yet from the hotel but will forward to my concierge to fix when received in 1-2 days, sending a follow up email 3 days later with the folio myself, then a week later still not having received even an acknowledgement email about any of it.

Sounds familiar.

Then you send a message to then Twitter team and within an hour it’s corrected. And this just shows how pathetic many of the concierges actually are.

I honestly think it's random. I've gone through 3 concierges I think in 2 years and my latest one has been the best by far. I am not considered high or medium spend at all, most nights are with points or very cheap Hyatt Places/Houses.

Called the line again, as always got a different concierge and she was able to look into it and fix the spend and points over the phone.

The state of most customer service today is appalling.
When I think back to the 90s and how great things used to be I shake my head
Here is a salute to my all time favorite past Omaha Hyatt call center manager Kara R.
No one will ever hold a candle to her thoughtful personal management style and their past exceptional team
Hyatt was almost always world class back in the day.I get it I'm getting old :rolleyes: and "the times they are a changin"

Today for the most part IHG,Marriott and Hilton are far worse on average sadly.
Many overseas call centers are shy of horrific compounding the issue with clueless reps struggling
with language skills,business culture and understanding programs,policies and procedures.
Hyatt isn't what it once was but borders on ok fair typically and at least good or bad they are North America based :tu:
I find calling the WOH non elite line sometimes better oddly :confused:
Also here we are on 2024 and some of these companies websites are atrocious.
A complete smoke and mirrors and with a lack of transparency.
I'll be staying a lot less in 2024 as hotel companies have cut back on meaningful promotions/benefits
and doing business is more complicated and expensive.
.

My Concierge is 5-7 days. When we finally get hooked up on a matter it is very fast. I have learned the ropes. Complicated requests that are not time sensitive. My concierge. Everything else…twitter.

My excellent concierge, whom I treasure, is based in Omaha!

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.

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.

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!

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.

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 :eek:

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