Globalist Concierge Advice
Nov 12, 2018, 7:48 am
#16
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,421
Would a concierge work to find availability in Maui? Want to stay 2 days in Jan, but it takes time to play the "book 10 nights cancel 8" game. Wonder if anyone has had their concierge actually search for them vs be told what days to book etc.
Nov 12, 2018, 8:04 am
#17
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,404
Unfortunately my Michelle (originally assigned as my Private Line Agent) left Hyatt. She was fantastic. I haven't been nearly as impressed by her replacements, but overall they've been OK.
BTW, of the USA based My Hyatt Concierges, a bunch are part time employees (who are assigned correspondingly fewer clients) and generally work from home.
BTW, of the USA based My Hyatt Concierges, a bunch are part time employees (who are assigned correspondingly fewer clients) and generally work from home.
Nov 12, 2018, 5:51 pm
#18
Join Date: May 2005
Location: TUS
Programs: AA Plat, Hyatt Globalist
Posts: 552
For the record, my Concierge is also a "Cathy" (real name) and she has been outstanding.
When I reach out to her, I do so with a single, clearly-defined request, so as to avoid any confusion and need for back-and-forth clarification. I also only ever contact her via email (she told me in her introductory message that email is the best method to reach her).
She (or another Concierge) has always responded within a day, and has successfully handled whatever I've requested. Once or twice she has even worked directly with a property to arrange something above and beyond the WOH rules and regs.
Also, I always follow up with a thank-you email. Like in any other professional relationship, it can only help.
YMMV but I consider the above to be a best practice for engaging my Concierge in a productive manner.
When I reach out to her, I do so with a single, clearly-defined request, so as to avoid any confusion and need for back-and-forth clarification. I also only ever contact her via email (she told me in her introductory message that email is the best method to reach her).
She (or another Concierge) has always responded within a day, and has successfully handled whatever I've requested. Once or twice she has even worked directly with a property to arrange something above and beyond the WOH rules and regs.
Also, I always follow up with a thank-you email. Like in any other professional relationship, it can only help.
YMMV but I consider the above to be a best practice for engaging my Concierge in a productive manner.
Nov 12, 2018, 6:41 pm
#19
Join Date: Nov 2006
Location: SLC & NYC
Programs: Diamond Medallion, Delta Million Miler, Hyatt Globalist
Posts: 674
I've had a lot of good luck with Michelle as well but Quita has been a disappointment. Its pretty disappointing that the globalist concierges have almost no pull whatsoever and frequently can't fix anything for you. They are basically personalized booking reps.
Nov 12, 2018, 7:12 pm
#20
Join Date: Nov 2013
Programs: AS Gold, Hyatt Diamond, Starriott LTPP
Posts: 341
Assuming we have the same Valerie, I've had mixed experienced with her. There were a few missed emails (where she didn't respond), and there are some times when she seems to be taking the easy way out instead of helping me research (e.g., look for different types of awards at a property over a flexible time period).
Nov 13, 2018, 5:53 am
#21
Join Date: Jan 2013
Programs: Marriott LT Plat, Hyatt Globalist, AA Plat
Posts: 199
Assuming we have the same Valerie, I've had mixed experienced with her. There were a few missed emails (where she didn't respond), and there are some times when she seems to be taking the easy way out instead of helping me research (e.g., look for different types of awards at a property over a flexible time period).
Nov 13, 2018, 11:49 pm
#22
Join Date: Mar 2006
Location: Miami, FL, USA
Posts: 4,047
Yes, I gave up on Quita. She was no bueno.
Nov 14, 2018, 11:23 am
#23
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Upper Sternistan
Posts: 10,037
In my world, Quita and Cathy are on the same team. Back when I used to bother, I'd ping one and (eventually) hear back from the other.
I gave up after having a problem with a mysterious reservation cancelation. I didn't cancel it. And I couldn't get it back. I called, couldn't get Cathy or Quita, so spoke to someone else. She couldn't fix it fully and didn't believe that I hadn't canceled it (I called within 60 seconds of receiving the cancelation email). Anyway, eventually they did fix it and they never told me what really happened. But the point is, I emailed Cathy numerous times during the episode. I also left her a voicemail. I did not get a single response from her - not even after it was all over. Not even after I had the stay successfully. You'd think she'd check-in with me after seeing how mad I was. Nothing.
I gave up after having a problem with a mysterious reservation cancelation. I didn't cancel it. And I couldn't get it back. I called, couldn't get Cathy or Quita, so spoke to someone else. She couldn't fix it fully and didn't believe that I hadn't canceled it (I called within 60 seconds of receiving the cancelation email). Anyway, eventually they did fix it and they never told me what really happened. But the point is, I emailed Cathy numerous times during the episode. I also left her a voicemail. I did not get a single response from her - not even after it was all over. Not even after I had the stay successfully. You'd think she'd check-in with me after seeing how mad I was. Nothing.
Nov 14, 2018, 12:43 pm
#24
Join Date: Aug 2017
Programs: Hyatt Globalist, AA Executive Platinum
Posts: 37
I've been a Diamond/Globalist since 2016, but just got assigned a concierge at the beginning of this year per my request. I'm a ponts/miles maximizer (and cash minimizer) and couldn't imagine needing any help with anything, but figured it still would feel luxurious to have a concierge.
I've had Valerie this whole time and truly couldn't be happier. She has helped me on many, many things, and the more I utilize her, the more I realize how much she can do. This summer, she helped restructure some trips -- switching one stay using all points and one using all cash to two trips with points + cash which saved both points and money -- and often does things that I couldn't do on my own such as contact a hotel directly to see if they can open up a room that can be booked on reward or split a reservation so I get the best points/money value. She thinks outside the box, yet knows what is and isn't possible.
Valerie also does lots of little things like adding my wife onto reservations or even letting the hotel know if we're celebrating a birthday or anniversary. Everything I've ever asked has been done within hours if not minutes unless, of course, she is off at that time. In those instances, someone else often follows up, though some times without the same speed or vigor.
I've had Valerie this whole time and truly couldn't be happier. She has helped me on many, many things, and the more I utilize her, the more I realize how much she can do. This summer, she helped restructure some trips -- switching one stay using all points and one using all cash to two trips with points + cash which saved both points and money -- and often does things that I couldn't do on my own such as contact a hotel directly to see if they can open up a room that can be booked on reward or split a reservation so I get the best points/money value. She thinks outside the box, yet knows what is and isn't possible.
Valerie also does lots of little things like adding my wife onto reservations or even letting the hotel know if we're celebrating a birthday or anniversary. Everything I've ever asked has been done within hours if not minutes unless, of course, she is off at that time. In those instances, someone else often follows up, though some times without the same speed or vigor.
Nov 14, 2018, 8:59 pm
#25
Original Poster
Join Date: Aug 2007
Posts: 1,161
I've been a Diamond/Globalist since 2016, but just got assigned a concierge at the beginning of this year per my request. I'm a ponts/miles maximizer (and cash minimizer) and couldn't imagine needing any help with anything, but figured it still would feel luxurious to have a concierge.
I've had Valerie this whole time and truly couldn't be happier. She has helped me on many, many things, and the more I utilize her, the more I realize how much she can do. This summer, she helped restructure some trips -- switching one stay using all points and one using all cash to two trips with points + cash which saved both points and money -- and often does things that I couldn't do on my own such as contact a hotel directly to see if they can open up a room that can be booked on reward or split a reservation so I get the best points/money value. She thinks outside the box, yet knows what is and isn't possible.
Valerie also does lots of little things like adding my wife onto reservations or even letting the hotel know if we're celebrating a birthday or anniversary. Everything I've ever asked has been done within hours if not minutes unless, of course, she is off at that time. In those instances, someone else often follows up, though some times without the same speed or vigor.
I've had Valerie this whole time and truly couldn't be happier. She has helped me on many, many things, and the more I utilize her, the more I realize how much she can do. This summer, she helped restructure some trips -- switching one stay using all points and one using all cash to two trips with points + cash which saved both points and money -- and often does things that I couldn't do on my own such as contact a hotel directly to see if they can open up a room that can be booked on reward or split a reservation so I get the best points/money value. She thinks outside the box, yet knows what is and isn't possible.
Valerie also does lots of little things like adding my wife onto reservations or even letting the hotel know if we're celebrating a birthday or anniversary. Everything I've ever asked has been done within hours if not minutes unless, of course, she is off at that time. In those instances, someone else often follows up, though some times without the same speed or vigor.
It seems like Cathy's the one you really don't want.... I already asked for a new one, and all I got was a lukewarm apology from, you guessed it, Cathy. I don't want drama or apologies, just someone like Valerie!
Nov 15, 2018, 7:44 am
#28
Join Date: Aug 2017
Location: Stilllwater OK (SWO)
Programs: AAdvantage ExecPlat, World of Hyatt Globalist, plain "member" of Marriott, IHG, enterprise, etc.
Posts: 1,848
I have (a) Valerie too and have been happy. Just two examples: For HR Lake Tahoe, she was able to combine a couple pts nights with a couple cash nights and got a TSU applied for the whole stay for a true 1 bedroom suite. For a stay upcoming at The Confidante, she was able to call and get a TSU applied for a suite for the three of us on a pts stay -- had to bypass the issue of the 2 person limit for the suite and got the hotel to agree to provide a rollaway for the kid. She calls properties and see what's possible and make things work. To me, the purpose and value of the concierge is exactly this.
Nov 15, 2018, 8:04 am
#29
Original Poster
Join Date: Aug 2007
Posts: 1,161
I have (a) Valerie too and have been happy. Just two examples: For HR Lake Tahoe, she was able to combine a couple pts nights with a couple cash nights and got a TSU applied for the whole stay for a true 1 bedroom suite. For a stay upcoming at The Confidante, she was able to call and get a TSU applied for a suite for the three of us on a pts stay -- had to bypass the issue of the 2 person limit for the suite and got the hotel to agree to provide a rollaway for the kid. She calls properties and see what's possible and make things work. To me, the purpose and value of the concierge is exactly this.
Nov 18, 2018, 7:31 am
#30
Moderator, Delta Skymiles and Mileage Run
Join Date: Dec 2009
Location: Seat 2A
Programs: DL Diamond/MM, Hyatt Diamond, former AS MVPG 75K, Marriott Titanium, Hilton Gold
Posts: 2,940
I've come to the conclusion that my hyatt concierge is causing me more trouble than good. I have had 2 complaints at hotels since the time I got this concierge. For some reason, this person now handles the hotel follow up. Since this person is now a bottleneck in the process, I have found they just cause delays or no reply at all. I would love to just go back to normal.