Hyatt Globalist vs Marriott Titanium Injury Experience
Oct 7, 2020, 8:57 am
#16
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,537
I and my family are pretty well known at the properties we frequent. We have no problem being greeted by name as they know us from hundreds of nights that we have stayed with them. A birthday or anniversary that they have on file is no problem, as I’ve given them this info in the past.
As we are friendly with many employees we find out what is happening behind the scenes. I know that a recent stay had the whole F and B team at one of my favorite hotels in trouble from the GM because they couldn’t deliver a simple condiment with my breakfast on a number of days. It certainly wasn’t a big deal, and I didn’t want to get the staff into trouble.
The only time a property has gifted me flowers (during my stay) has been on an anniversary stay, or once when I fell down after crossing a bridge at a property. Again, this is because the accident happened at the property.
Oct 7, 2020, 10:16 am
#17
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,218
SHLTP, are your preferred languages Croatian, French and English?
Oct 7, 2020, 1:37 pm
#18
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,807
I had a pretty bad accident a few months ago. I posted on social media. The day I got back to the office several weeks later, Hyatt's head of loyalty in my region had sent me a bouquet of flowers to welcome me back. I hadn't stayed in a Hyatt for months because of Covid.
.
.
But for a loyalty program head in a region send flower, you must be somewhat famous or well known.
As for normal commoners
, I believe both programs wouldn't be bothered enough to scour social media for each of their even highest tier member. Even my personal Marriott ambassador forgot my birthday fortunately Hotel Imperial Vienna didn't
.
Oct 7, 2020, 1:51 pm
#19
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
Whilst I agree that neither company cares about OP as a human, giving customers warm feelings towards the brand is exactly what a hospitality company should be doing. The entire point of hospitality is to make the guest/customer feel warm, welcome, and at home. It's a gesture of minimal expense for a company such as Hyatt or Marriott, more than made up for by the customer booking a single room night, but as we've seen from this post, the customer is likely to give far more business than that just because of this simple gesture.
While I think we all agree that no hotel company (or airline, or car rental agency, or any company for that matter) truly cares for you as a person, the allure of doing so is still valuable.
While I think we all agree that no hotel company (or airline, or car rental agency, or any company for that matter) truly cares for you as a person, the allure of doing so is still valuable.
What makes me question this entire incident is how did the company know about this and felt compelled to react? And what kind of injury are we talking about here because that makes a difference too.
Is someone at corporate skimming a social media list of HVC's to identify a reason to send them goodies? That's a weird customer service approach to say the least.
Oct 7, 2020, 2:22 pm
#20
Join Date: Dec 2007
Location: SFO
Posts: 4,912
Since it was posted on social media, the more likely scenario is the OP is connected to connections on all different social media platform (including people from Hyatt) saw and went from there. It would be creepy if hyatt had someone watch for or build a bot to search for these kind of things. And to use this story to say hyatt cares mores than Marriott is a stretch.
Oct 7, 2020, 2:28 pm
#21
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
Beside - how did Hyatt know you are you from the social media?
Oct 7, 2020, 4:09 pm
#22
Join Date: Aug 2001
Location: Wayne, PA USA
Programs: DL MM, Marriott Bonvoy Lifetime Titanium, HHonors Gold
Posts: 7,242
One assumes that if the OP is on “social media”, then the OP wants to be “stalked”, particularly if s/he if a “minor celebrity” of some form, as they seem to be saying.
in any event, the OP is stating an opinion that they prefer the customer experiences they’ve received at Hyatt over those they’ve received at Marriott. I think it’s all subjective.
in any event, the OP is stating an opinion that they prefer the customer experiences they’ve received at Hyatt over those they’ve received at Marriott. I think it’s all subjective.
Oct 7, 2020, 4:34 pm
#23
Join Date: Aug 2001
Location: Wayne, PA USA
Programs: DL MM, Marriott Bonvoy Lifetime Titanium, HHonors Gold
Posts: 7,242
One assumes that if the OP is on “social media”, then the OP wants to be “stalked”, particularly if s/he if a “minor celebrity” of some form, as they seem to be saying.
in any event, the OP is stating an opinion that they prefer the customer experiences they’ve received at Hyatt over those they’ve received at Marriott. I think it’s all subjective.
in any event, the OP is stating an opinion that they prefer the customer experiences they’ve received at Hyatt over those they’ve received at Marriott. I think it’s all subjective.
Oct 7, 2020, 6:33 pm
#24
Join Date: Apr 2004
Posts: 1,614
I think we can all agree that a personal touch in hospitality can make all the difference in making a guest feel special. And that line between "I love that they personalize things for me using whatever means available" to "creepy stalking" is different for each individual.
What I don't get are stories like the one arguing over a bottle of water. If one has taken a long trip and one's family is thirsty and the tap water is not potable, then buy a damn bottle of water. What's the sense of arguing over it, demanding it for free?
What I don't get are stories like the one arguing over a bottle of water. If one has taken a long trip and one's family is thirsty and the tap water is not potable, then buy a damn bottle of water. What's the sense of arguing over it, demanding it for free?
I agree with your point. However the over the past 18 months, I have stayed in many Marriott properties ranging from FI's in small American towns to JW's in international capitals, and have never had a request for a water bottle turned down, in fact I am often asked "would you like two".
Oct 7, 2020, 6:48 pm
#25
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,519
As I said, I think what Hyatt did for you was very nice.
As far as communication in your language of choice, or lack of, I’d post that in the IT issues thread. I think there was a time when Marriott’s IT team monitored that thread even though have no idea whether that’s still happening. I don’t think there’s anything nefarious there, just lousy Marriott IT.
https://www.flyertalk.com/forum/marr...m-website.html
As far as communication in your language of choice, or lack of, I’d post that in the IT issues thread. I think there was a time when Marriott’s IT team monitored that thread even though have no idea whether that’s still happening. I don’t think there’s anything nefarious there, just lousy Marriott IT.
https://www.flyertalk.com/forum/marr...m-website.html
Oct 7, 2020, 9:52 pm
#26
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,086
We are sorry to hear about your experience with the preferred language setting. Would you please send a Private Message with your your full name, Marriott Bonvoy member number and your preferred language to us? We would be happy to assist to check for you.
Please let us know if you need further assistance.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
Oct 7, 2020, 10:41 pm
#27
Original Poster
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,191
Hello SHLTP,
We are sorry to hear about your experience with the preferred language setting. Would you please send a Private Message with your your full name, Marriott Bonvoy member number and your preferred language to us? We would be happy to assist to check for you.
Please let us know if you need further assistance.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
We are sorry to hear about your experience with the preferred language setting. Would you please send a Private Message with your your full name, Marriott Bonvoy member number and your preferred language to us? We would be happy to assist to check for you.
Please let us know if you need further assistance.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
Appreciate you reaching out Carrie. I'll probably wait for a while before reaching out. I prefer to keep anonymity on this board. But I do greatly appreciate your offer to help me. Thank you. I miss the old SPG service so it's nice to know folks like you are helping out.
Oct 7, 2020, 11:22 pm
#28
Join Date: Dec 2007
Location: SFO
Posts: 4,912
The point is I have found Hyatt folks consistently goes out of their way to make my stays and even when I'm not staying excellent while Marriott is unable to even get my language preference right despite repeated requests.
Maybe Marriott people care as much but they can't execute anything. I don't know. But in my experience Hyatt currently overall provides a more customized and luxurious experience (though some STR and LC remain amazing post merger).
Thus, for people who want a luxury experience, I'd recommend Considering spending more at Hyatt. For people who don't and care more about cheaper prices and points, then Marriott might be better.
But for me, Hyatt is more similar to what I experience at Starwood which is where my preference lies. I have friends who hated SPG and preferred Marriott because of the standardization.
Maybe Marriott people care as much but they can't execute anything. I don't know. But in my experience Hyatt currently overall provides a more customized and luxurious experience (though some STR and LC remain amazing post merger).
Thus, for people who want a luxury experience, I'd recommend Considering spending more at Hyatt. For people who don't and care more about cheaper prices and points, then Marriott might be better.
But for me, Hyatt is more similar to what I experience at Starwood which is where my preference lies. I have friends who hated SPG and preferred Marriott because of the standardization.
having said that, I get what you are saying. Just the examples used for comparison is way out there. If you compared something like the Hyatt concierge asks you about promos and whatnot and Marriott can’t even get the language correctly in email promo communication, then maybe it makes more sense.
Oct 7, 2020, 11:31 pm
#29
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,146
I still receive champagne and chocolates on every checkin so I would rate my Marriott experience as better than Hyatt.
Oct 7, 2020, 11:40 pm
#30
Original Poster
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,191
oh so this is another hyatt is better thread. Should have just titled it that way and skipped the whole social media and flowers.
having said that, I get what you are saying. Just the examples used for comparison is way out there. If you compared something like the Hyatt concierge asks you about promos and whatnot and Marriott can’t even get the language correctly in email promo communication, then maybe it makes more sense.
having said that, I get what you are saying. Just the examples used for comparison is way out there. If you compared something like the Hyatt concierge asks you about promos and whatnot and Marriott can’t even get the language correctly in email promo communication, then maybe it makes more sense.
I used the way out there comparison because I found it surprising and shocking that Hyatt knew I was hurt and took the time to send something to me. It just shows how the senior execs in my region took the time and care. This wasn't my concierge. This was senior leaders in the region. This isn't their job. It was just nice of them.
On property, I found guest relations for Hyatt and Marriott both excellent and about equal when a former SPG property. Though some JWs have been amazing.
The JW in Muscat, Oman bought air purifiers for every room my family booked for example. So when we returned to Muscat we stayed there again rather than go to the Hyatt there. I hated the service at Alila in Oman on the other hand.
But from a HQ and IT perspective Hyatt is superior