Trying to apply a simple suite upgrade with standard suite showing at Grand Hyatt Bangkok and agents are just dropping the ball. First agent left me on hold for over 20 minutes so had to hang up. Second agent seemed to be doing better, but now back on hold again. Never had this long of a wait for simple suite upgrades. Is it the time of night that causes the agents to not know how to apply suite upgrades? Or something else going on?

Did the same thing last week and took under 4 minutes.

I usually reach the twitter team when I need something like that as it's easier for me and I don't need to wait on the phone. I just send them a message with my e-mail, confirmation number and what I need and they sort it out. It might take longer than the phone but it's easier IMHO

Agree - except when it's a particularly high demand property - e.g. Ventana Big Sur - and you need to move fast.

Just taking a shot in the dark here but was this after midnight EST? (Eastern Standard Time, basically the time in New York) If so, that�s when all �trained� agents and Globalist phone line reps leave and all calls are outsourced, meaning very difficult to get anything done.

This is the property where someone else recently reported being unable to apply a TSU despite availability showing. The hotel refused their concierge and customer support's repeated attempts. Not sure what's going on here. Slightly worried as I have a confirmed suite via TSU stay coming up at this property. (Applied a month ago) Hopefully there's no issues.

The twitter team has completely failed my last two efforts to apply a TSU. I think calling is really the only solid option right now.
I don't think there's any reason to be concerned. You're already confirmed in a suite. We had no issues with the property honoring confirmed TSU in mid-September.

Never had a problem before. Their service there has always been good. Finally got it applied after 3 agents, first two just seemed to put me on hold and ghost. Third did it within minutes.

Twitter has consistently dropped the ball the last 5-6 times I�ve requested something from them. I asked for a TSU to be applied on Saturday morning and they literally just responded today, over 72 hours later. I agree phone is the only option now, but know nothing about this specific property.

I called for TSU upgrade at HR Casablanca twice, second time day before I checked in. Both times, agent told me front desk has a note on reservation for upgrade. Since the reservation was on points, confirmed upgrades do not reflect in room description. When I checked in, front desk has no idea what I was talking about and I was assigned a Club King. I had to discuss this with the Guest Relations Manager to sort this out and I was upgraded without TSU.

For my second reservation at HR Casablanca, I sent an email request to my Hyatt Concierge and she had it done in a few days. It's irritating when calling doesn't work as it should.

I think the cutoff is a little after midnight ET (maybe 1am ET, which is midnight CT, where trained/elite agents are located). But yeah I tried to get one of these outsourced/untrained agents to apply a TSU, and it was a fail. They basically said "I've put notes requesting the suite upgrade" and left it at that.

Suite upgrades seem like such an easy thing to implement online. Check if standard suite is in inventory and done. But I guess I think the same thing about airlines too haha. Cost cutting and efficiency only matter if it doesn�t help loyal customers use their benefits :-)

It should be... but somehow they've set it up in such a way it isn't.

Hyatt can process the upgrade without property assistance if the rate plan you are staying on has a published rate for the suite type. So if you are staying on the standard rate, not a problem. As soon as you get into points rates, corporate rates or special rates where they don't set a price for the suite they've got to do this weird workaround with the properties.

If you are on hold for 20 mins, it's absolutely the property themselves which are being the difficult ones, not the call center agents.

People on other forums geared towards hospitality industry workers suggest that Hyatt have the most manual processes out of the biggest chains (especially around keeping inventory in balance). It seems like Hyatt's technology just hasn't scaled well into the company they are today.

It was very strange since third agent had no issues doing the upgrade within minutes or helping me with a second upgrade request quickly. Makes me think that its not only the property but that they didn't know what to do. A few minutes hold makes sense, but after 20 minutes of holding with the agents never checking in makes me think they just ghosted me. Sadly common with service industry now.

Question about applying a TSU - Does the room type change on the reservation? My current reservation at the PH Tokyo is still showing the base Twin Room but my activity shows 1 Night/Upgrade Redeemed with the property name and my awards tab shows that the number of TSUs has decreased by 1.

Is this normal to still show the original room in the reservation?

If it�s an award stay yes.