Hyatt offers an assigned reservations agent to guests who stay 60 nights or more. That’s something you won’t get from any other chain.
Marriott used to have dedicated Ambassadors, but Marriott’s Ambassador members staying 100 nights and spending $20,000 with the chain no longer get this perk. Marriott laid off many of the agents who took care of top customers during the pandemic. In its place most of these elite members receive a generic email address for an ‘Ambassador team’ – replacing the idea of a single agent who would get to know your preferences and customize your stay based on this individualized learning.
The ‘My Hyatt Concierge’ program should be a huge differentiator for Hyatt. And it often is. But your experience with the program very much depends on who your assigned concierge is (this was also true of Marriott when they had assigned concierges).
Last year I wrote that 2022 would be the perfect opportunity for Hyatt to improve its concierge program since fewer members would have one assigned. The benefit is applied at 60 elite nights, not Globalist status, so anyone reaching status based on reduced qualification requirements in 2021 (30 nights) was supposed to lose access.
Unfortunately I’ve heard several stories about disappointing concierge experiences,
- Reservations that get made at the wrong hotel or for the wrong dates
- Requests that go unanswered
- Requests that get confirmed but that weren’t actually completed
Pre-pandemic there were reports that when a member hit 60 nights they wouldn’t hear from the concierge program for weeks. Hyatt says this has been vastly improved. While when the program was first introduced in 2017 the stated goal was reaching out to the member in 48 hours,
We monitor this daily and assign members to individual concierges based on a variety of criteria and then the concierge’s responsible to ensure we have an introduction as soon as possible. Typically everything can happen within 72 – 96 hours of achievement of [My Hyatt Concierge] milestone earning.
Hyatt says a member unhappy with their experience can speak to their concierge about it (ok, sure) or email mhc -at-hyatt.com and “adjustments to an assigned concierge can be reviewed on a case – by – case basis.” I’d add that many Hyatt members just direct message their needs to @HyattConcierge on Twitter which generally does a great job.
There’s been a Hyatt dedicated concierge program since long before Starwood introduced their formal Ambassador benefit. I was a member of the Private Line program since about 2010, back when any Diamond member could ask to join if they knew about it. This became the My Hyatt Concierge program.
I’ve used the program for:
- missing points
- reservations (which can be complex, like piecing together free night certificates and paid rates in a single booking)
- confirmed suite upgrades
- communicating requests to a property
The program was supposed to involve concierges getting to know member preferences and helping insure those are met on each stay. That hasn’t been my experience. I like sending off an email with my very specific reservations need (the rate I want booked, over what dates, using what kind of upgrade) but unlike at Starwood when I was an Ambassador,
- I don’t get recommendations for other rates to consider (like applying a ‘SPG50’ discount on a suite promotion rate)
- I’ve never gotten gifts or amenities from my concierge (though I’ve seen reports from some members who have)
At one point Hyatt trialed a program to customize stays and I was getting plenty of bottled water in my room (not just two bottles) and generous coffee setups. That seemed to go by the wayside four years ago. A concierge might work with a hotel to do this, and indeed Hyatt tells me concierges “work with their members and hotels to create memorable experiences.”
I do not know for certain whether some concierges are simple overburdened with too many members and too many requests, or whether the service just varies tremendously by agent, but the experiences readers share certainly evinces a wide spectrum of experiences. When the program was in its test phase it had just four agents, and with the rollout five years ago planned for 15-20 agents in total across all contact centers and time zones. Hyatt won’t say how many agents are working in the program today.