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New process for booking "resorts and luxury hotels" via phone channels

New process for booking "resorts and luxury hotels" via phone channels

Old May 29, 19, 10:20 pm
  #1  
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New process for booking "resorts and luxury hotels" via phone channels

Called in tonight to redeem a globalist certificate at a Thompson property. The typical Hyatt agent could not book it, and said she would transferred me to the "resorts desk"

Apparently 3 weeks ago they had a re-org, and a new desk books all "resorts and luxury hotels". This includes any hotels with a resort or "destination" fee, all Park Hyatt, Andaz, Thompson, Joie De Vivre and a few more upcoming chains per the phone rep.

What was frustrating was waiting on hold for 10 mins waiting to be transferred to this new desk. I was advised the benefit of this new desk is that they want a more personalized service and higher touch for these luxury hotels. I have only stayed at a few Joie De Vivre hotels in my time, both prior to the acquisition - the Citizen Sacramento I would consider a high end Sacramento hotel, where as the wild palms in Sunnyvale is the complete opposite of luxury, a complete dump.

There is a new phone number to reach this group directly: 1-800-554-9288
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Old May 29, 19, 10:31 pm
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You can still book online though, right? Or, your concierge can do it?
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Old May 29, 19, 10:31 pm
  #3  
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How bizarre. Unless they have shifted former Private Line/My Hyatt Concierges to also handle high value reservations?
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Old May 29, 19, 10:40 pm
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I recently booked a PH through my My Hyatt Concierge and didn't hear anything about the reorganization. I also booked a couple PH stays on the Hyatt website and asked my My Hyatt Concierge to apply TSUs (successfully). For the property booked by phone, my My Hyatt Concierge knew exactly what I wanted, so this was much more convenient that dealing with some random new luxury/resort specialty phone agent.

Did someone let the MBA intern out of his/her cage again?
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Old May 29, 19, 11:01 pm
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Originally Posted by MSPeconomist View Post
Did someone let the MBA intern out of his/her cage again?
This wins FT today. Possibly this month.
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Old May 29, 19, 11:28 pm
  #6  
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Originally Posted by VegasGambler View Post
You can still book online though, right? Or, your concierge can do it?
Yes, you can still book online, this was just for a phone booking. Agree very bizarre. My first thought that this was to justify the "Destination Fee"

I don't use a concierge due to my general frustration with them and the problems they have created for me. (Discussed on the concierge thread). Normally I just book the certificates online, but I have found if you have multiple certificates it will not pull the certificate that expires first, instead pulling the one that expires last, so I only called to have them confirm and deal with that.
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Old May 30, 19, 5:59 pm
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I posted about this about 2 weeks ago in the DSU thread. Really obnoxious change.
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