I contacted mine for the first time for some help with a reservation issue. It's been 3 days and not even an acknowledgement that I'd asked her for help. Not a great start...

Looking back through my message history, the longest time I’ve had to wait was around 5 hours and the shortest was 7 minutes, so the variance is pretty large. Usually I get a reply within 30 minutes though.

I finally went in to see if I could book the same hotel and apply the cert myself. Since it was the same price, I did that and cancelled my original reservation. I did finally get a response from them after one hour and 2 minutes. Guess perhaps I should have lowered my expectations.

Any one else receiving long hold times calling in to speak with your concierge ?

I just called mine within the past hour. My call log shows it was only a four-minute call, and that's with the survey at the end.

My experience has been it takes a couple of days (email contact), so for any time sensitive request I call the generic globalist line.
That said, I now have a new concierge, so maybe same day response is actually possible

Normally I email my concierge if there's something that is not time sensitive. I actually created a Twitter/X account for the sole purpose of providing a easy interaction with the generic pool of concierges. It was pretty quick previously for me, but perhaps staff reductions have extended the response time. I will just call if I need quick response in the future.

I wonder what the ratio is. How many WOH members and then how many Globalists and how many does each Concierge get assigned to. It is simply a numbers thing. I don't know the role or workload, ie are Globalist concierge also doing other reservation and customer service activity or is it just dedicated to Globs? If it is a full time thing could each concierge handle around 500 each? If each globalist averages 2 inquiries per month then that would be around 50 emails per day. Even that seems too much for 1 person.

I crossed 60 nights on Thanksgiving and received the congrats/welcome to Globalist email. It said a concierge would reach out soon but nothing and it's been ~ 2 weeks now. #notimpressed

I have never interacted with my assigned concierge outside of the introductory email. My emails were answered by her colleagues, and calling her directly rolls into the MHC queue. She doesn't pre-register any of the promotions anymore either - I had to do it myself.

I did check with her colleague to make sure she is still my assigned concierge and did not get laid off with the recent offshoring, and they confirmed that she is still my assigned concierge.

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I had my first interaction with my concierge. I contacted mine last week to see if she could reach out to a property to switch my reservation from a king to a room with 2 beds. She got back to me 5 days later, after the stay had already started, and after I had given up on her and contacted the property myself to sort things out. Disappointing to say the least.

I feel like the poor service was almost intentional, as if she is setting the bar so low I'll never ask her for anything ever again. She'll probably succeed if that's her intention...

Same approach and experience here

Does anybody else here have Devin L. as their concierge? She has been great for the last few years, but I haven't gotten a response from her for almost a month, I'm getting a bit worried.

Hyatt Globalist, - My Hyatt Concierge
 

How long should I wait for a response?

Sent a question three days ago, with the holidays do they take longer?

I dont use the service too often, but can I request someone else if I havent had prompt or any reponse in the past?

At this point the service seems pointless . Is it better to just call the Globalist phone #?