my new concierge has been reliable for requests but the frustration is I tend to opt to email because it isn't always possible to phone. the replies are fine but if I've asked a few questions and need further clarification, I write back, and then typically have to wait 1-2 days to get ongoing updated replies. Pretty inefficient. I wonder if the inbound emails are prioritized as it seems a little confusing if they can't quickly reply to questions on the fly. These aren't normally complex questions either, pretty standard things.

It's been like that for years. The whole dedicated-concierge thing is dumb. They should just have a dedicated team that replies to requests ASAP.

I was calling the globalist line today as one of my SUA was missing probably due to recent reservation updates that they made. I could tell it was someone from one of their outsourced centers due to their accent. The guy STOLE a SUA from my account. he applied it to a stay for tonight to a property in ATL (I live in CA). I found this out by looking through my account activity while on hold. I call him out on cause of the redemption. He claims he's working on it. after a long hold, nothing happens despite assurance that things would get fixed. I seek escalation for a supervisor, was told not available. I HUCA. While I was talking to the 2nd agent, my SUA gets restored, the redemption disappears from activity section.
My original issue was not resolved, i may have to email my agent for assistance and then have her look into the mole.

a stole is for someone else?

My concierge is Suny and they're solid! I had to arrange a family trip at GH Fukuoka of four rooms and different arrival times (with me being last to arrive). Concierge made sure the team was aware of who they are (the rooms were originally all booked under my name) and room was ready at arrival. Birthday cake arranged for my Dad. Even suggested I use Guest of Honor certificates over the Club Access passes I originally applied via phone.

Certain things I think is easier done via general phone line, like booking rooms or apply SUA to a stay if you already see availability online.

certainly not for a reservation that I sought, booked or approved..

Just had an outstanding conversation with “next available” MHC. I have 2 Cat 1-7 (expirations end of January and end of May) which I was planning to use in combination with 3 points award nights @35k each for a few days of skiing. The hotel in question only had multiple consecutive award nights available in January at less than optimal dates for me which would have put a damper on the entire trip. (Also would have meant skiing on a weekend and holiday week which in my book, for many ski resorts, is a sin ;).)

She confirmed that exp date cannot be extended by them or anyone else and that MHC cannot ask a hotel to make additional nights available for award redemption. I was all set to make the reservation for the less preferred dates … until:

She asked about the first week in February and when I said that would be after expiration of one of the Cat 1-7, she said “we do have empowerment”. Further discussion was that MHC could post the difference between 20k (for expired Cat 1-7) and a points award night, in this case 15k. She made the reservation for the end of February (using 1 Cat 1-7 exp May and 4 nights @ 35k each) and posted the 15k “Customer Service” points during the conversation. I’ll call a day or 2 after the other Cat 1-7 expires and be credited the 20k and essentially be made whole again.

Very happy camper :), thank you WOH and MHC :tu::tu::tu:!!!

(Addendum: 20k points for expired Cat 1-7 posted immediately upon calling 1 day after expiration.)

Hello,
Based in Europe I’ve been very happy with MHC that some of you here know: BV.
I’ve just received an email today from another MHC from the same team introducing himself as my new one: TS.
Does anybody here knows him? Is he as good (or even better) as BV? Or should I fight back to stay with her?
Thanks!

Is BV still on the MHC team? I'm on my 4th MHC and each time I've been told it's because the previous one has moved to a new role.

Good luck. my 1st and favorite went onto a special duty and low and behold I got her a # of months ago by chance. Turns out she told who to email and request being back with her, nothing worked. I cant remember the last time I spoke to mine. So dont get your hopes up that even if BV is still there that you will end up back with them,sorry

I would fight back to keep the MHC that you are comfortable with. I am now concerned that they may change my favorite MHC on me. I sure hope not.

BV is fantastic, she is still assigned to me, just was in contact with her yesterday. She will be OOO end of January, but I understand she will remain my MHC.

Thanks!
OoO for how long?
if she’s back I’ll try to keep her…she just again managed very well the situation with the delayed opening of the Andaz Doha.

Quick follow up: I sent her a message telling her about my surprise to have been assigned a new MHC, how much I had appreciated her service over the year and that I would like to keep her. She talked to her manager (probably showing him my email) and he agreed for me to keep her :)

Yes, I double checked with her earlier today, and she is not moving away. She has no influence in the mails being sent out, but did say, should I receive such a mail, I could contact her and she would request to keep me.
So... great it worked for you :)

regarding OOO in January - she just mentioned "end of January". I presume a week or 2 only.