Globalist Concierge Advice
#121
Join Date: Jan 2008
Posts: 3,578
Just got an email from my new concierge, Karen W. Was told my previous pl agent, Becky S. had moved to another part of Hyatt. Anyone have any experience with Karen? Hoping for good things. Becky always took good care of me, even if it was sometimes a little tough to get a hold of her.
#122
Join Date: Apr 2005
Programs: DL DM MM, Hyatt LT Globalist, SPG Gold, Marriott Gold, Hertz PC
Posts: 2,141
I'm looking for advice on who to request for a new concierge. My first concierge was terrible and the second was just average enough to get by but as of late has really been dropping the ball.
Ideally I'd like someone who:
- Works during morning/daytime business hours and not evenings
- Responds quickly and actually answers my questions directly
- Is proactive and customer focused
- Can handle more complex bookings/requests
Feel free to PM me if you don't want to publicize someone's name. Appreciate the input
Ideally I'd like someone who:
- Works during morning/daytime business hours and not evenings
- Responds quickly and actually answers my questions directly
- Is proactive and customer focused
- Can handle more complex bookings/requests
Feel free to PM me if you don't want to publicize someone's name. Appreciate the input
#123
Original Poster
Join Date: Aug 2007
Posts: 1,161
I'm looking for advice on who to request for a new concierge. My first concierge was terrible and the second was just average enough to get by but as of late has really been dropping the ball.
Ideally I'd like someone who:
- Works during morning/daytime business hours and not evenings
- Responds quickly and actually answers my questions directly
- Is proactive and customer focused
- Can handle more complex bookings/requests
Feel free to PM me if you don't want to publicize someone's name. Appreciate the input
Ideally I'd like someone who:
- Works during morning/daytime business hours and not evenings
- Responds quickly and actually answers my questions directly
- Is proactive and customer focused
- Can handle more complex bookings/requests
Feel free to PM me if you don't want to publicize someone's name. Appreciate the input
#125
Join Date: Sep 2013
Location: San Francisco, CA & Bangkok (Home)/Lawrenceville & Switzerland (Boarding School)/Baltimore, MD (College)
Programs: DL DM, AL MVPG 75K, SQ Gold, BA Silver, HH Diamond, Hyatt Globalist, Marriot Plat, Hertz Pres Circle
Posts: 599
Most of my Hyatt stays are Park Hyatt, with a sprinkle of Andaz (Scottsdale), which I tend to book through my travel agent who uses Prive. Are the Globalist concierges able to book the Prive rate? Is it worth using the concierge at all for the random non PH bookings? Besides the special rate, my personal TA almost always gets an upgrade past the "standard" suite, plus often a bottle of wine/champagne/food amenity.
#126
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
Most of my Hyatt stays are Park Hyatt, with a sprinkle of Andaz (Scottsdale), which I tend to book through my travel agent who uses Prive. Are the Globalist concierges able to book the Prive rate? Is it worth using the concierge at all for the random non PH bookings? Besides the special rate, my personal TA almost always gets an upgrade past the "standard" suite, plus often a bottle of wine/champagne/food amenity.
My understanding is that you have to go through a TA for the Privé rate.
I'd suggest checking the difference between the Privé rate (which should be the standard rate) and the member rate, particularly for longer stays, where the amenity and credit lose when amortized (per-night) over the whole stay. You may very well be able to book that 2nd-tier suite at the member rate for cheaper than the standard rate on the base suite. Or, the difference between the two suite levels may be so small that you don't care and are happy with the base one.
Depending on the property, you may have a chance of getting upgraded to the 2nd-tier suite when booking the base one. That happened to me on a 5-night stay at the GH BKK (I'm not sure how common that is)
#128
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,838
Mine is Cassie. I'm relatively new to Globalist status so don't have much to compare her to but has kindly assisted with everything I've requested (admittedly nothing out of the ordinary, I'd think).Turnaround time via email varies from a few hours to a couple of days (not including weekends). That's been fine for my non-emergent requests; I suppose if I had a more pressing need I'd just call her.
Long story short: thumbs up.
Long story short: thumbs up.
Does anybody have experience with Frances?
#129
Join Date: Mar 2013
Programs: UA 1MM; Marriott LT Titanium
Posts: 678
I had Cassie and she was doing fine until recently she would not respond anymore so I started just using the Globalist line. Now out of nowhere I received an e-mail informing me that my new Concierge is Frances M. Perhaps Cassie has left Hyatt or moved to another part of the company?
Does anybody have experience with Frances?
Does anybody have experience with Frances?
#130
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
I'm back to handling 100% of my stuff by myself through the Globalist Hotline again. The only advantage was that the concierge would do things via email but I got burned twice by this and it's frustrating plus a waste of time.
Many (most) of my bookings are last minute or it's about hotels where a room/suite just popped up so I simply can't wait a day or two until the concierge get's back to me during their assigned working hours.
Should Hyatt better go to a collective mailbox system that is monitored 24/7 and processed immediately by a "Duty Concierge" team?
Many (most) of my bookings are last minute or it's about hotels where a room/suite just popped up so I simply can't wait a day or two until the concierge get's back to me during their assigned working hours.
Should Hyatt better go to a collective mailbox system that is monitored 24/7 and processed immediately by a "Duty Concierge" team?
#131
#132
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,838
One problem with Hyatt concierges is that I am now on my 4th so I was never able to build the same rapport with any of them as my Starwood Ambassador, and the focus at Hyatt seems to be far more transactional rather than customer oriented. Even with the best Hyatt concierge that I had, he was very quick and efficient in filling my requests, but it was all about suite upgrades, changing existing reservations, etc. rather than getting to know what I value the most as a customer and make some stays more special than others.
Back to Frances M who introduced herself as my new Concierge. Her initial e-mail was of the type "get to know each other" and I responded in kind. Four days have elapsed and I she did not answer. Admittedly, I was not making any specific request in my e-mail so she did not necessarily have to answer anything. However it is fairly clear to me that my new concierge is headed in the same direction: transaction oriented, not customer oriented. A social introductory e-mail was a positive step but it got stopped straight in its tracks, unfortunately. Oh well. Hopefully at least she will be responsive for transactions.
Last edited by escape4; Jun 7, 2019 at 6:00 am
#133
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,170
For the majority, myself included, that high touch SPG Ambassador service is now dead in the water, thanks to Marriott. So not even sure it’s a relevant comparison going forward.
#134
Join Date: Jan 2006
Location: LAX
Programs: AA EXPPLT, United 1K, *wood PLT, Delta Gold, Hyatt Diamond, Southwest A-list
Posts: 392
i have both a Hyatt concierge and a Marriott Bonvoy Ambassador. It may be a result of he individual people, but my Hyatt Concierge is 100x better than my Ambassador. He is always responsive to my emails/calls and helps with my special requests, etc. By contrast, my ambassador replies to every other email. I have now started ccing the general ambassador line to get responses. I am looking into getting a new Ambassador even though I have worked with my ambassador for 7 years (SPG years prior) and previously my ambassador was great. I think my ambassador is just overwhelmed because there are so many new ambassadors to handle.
#135
Original Poster
Join Date: Aug 2007
Posts: 1,161
One strength of the Marriott (previously Starwood) Ambassador program is the single point of contact and having an ambassador that gets to know the customer in the long run. I have been assigned to my ambassador for several years and she knows me quite well by now and she can often meet with needs more efficiently than some random ambassador would for example the Hilton Diamond desk where I never get the same person answering my requests.
One problem with Hyatt concierges is that I am now on my 4th so I was never able to build the same rapport with any of them as my Starwood Ambassador, and the focus at Hyatt seems to be far more transactional rather than customer oriented. Even with the best Hyatt concierge that I had, he was very quick and efficient in filling my requests, but it was all about suite upgrades, changing existing reservations, etc. rather than getting to know what I value the most as a customer and make some stays more special than others.
Back to Frances M who introduced herself as my new Concierge. Her initial e-mail was of the type "get to know each other" and I responded in kind. Four days have elapsed and I she did not answer. Admittedly, I was not making any specific request in my e-mail so she did not necessarily have to answer anything. However it is fairly clear to me that my new concierge is headed in the same direction: transaction oriented, not customer oriented. A social introductory e-mail was a positive step but it got stopped straight in its tracks, unfortunately. Oh well. Hopefully at least she will be responsive for transactions.
One problem with Hyatt concierges is that I am now on my 4th so I was never able to build the same rapport with any of them as my Starwood Ambassador, and the focus at Hyatt seems to be far more transactional rather than customer oriented. Even with the best Hyatt concierge that I had, he was very quick and efficient in filling my requests, but it was all about suite upgrades, changing existing reservations, etc. rather than getting to know what I value the most as a customer and make some stays more special than others.
Back to Frances M who introduced herself as my new Concierge. Her initial e-mail was of the type "get to know each other" and I responded in kind. Four days have elapsed and I she did not answer. Admittedly, I was not making any specific request in my e-mail so she did not necessarily have to answer anything. However it is fairly clear to me that my new concierge is headed in the same direction: transaction oriented, not customer oriented. A social introductory e-mail was a positive step but it got stopped straight in its tracks, unfortunately. Oh well. Hopefully at least she will be responsive for transactions.