There are lots of great benefits to World of Hyatt Globalist status. In this post, I’d like to talk about one of the “soft” benefits of Hyatt status, which is the My Hyatt Concierge perk. How do you earn it, what does it offer, and how valuable is it in practice?
In this post:
How do you earn the My Hyatt Concierge perk?
With World of Hyatt, you receive some perks simply for qualifying for a certain status level, while you receive other perks as part of the Milestone Rewards program. The My Hyatt Concierge benefit falls in the latter category:
- You receive a My Hyatt Concierge when you earn 60 elite nights or 100,000 base points (equivalent to $20,000 of qualifying spending) in a calendar year, and you also get the benefit indefinitely if you’re a lifetime Globalist member; even elite nights earned with Hyatt’s credit cards count toward this
- Once you qualify, a My Hyatt Concierge representative will reach out within four weeks with their contact info; typically it happens much faster than that, but in some cases it could take that long
- Note that all Globalist members (regardless of how they qualify) receive access to a dedicated phone number with shorter hold times and (hopefully) better service, but that’s different than this perk
What can My Hyatt Concierge help with?
Officially, what are My Hyatt Concierge representatives supposed to help with? When you’re invited to the program, here’s what My Hyatt Concierge representatives promote as possible services (I’m just copying and pasting):
- Research and select the World of Hyatt location that’s best for you
- Help you redeem the Suite Upgrades and Free Nights you’ve earned
- Help you with special requests, from dining reservations to spa appointments
- Plan activities and surprises for your loved ones to add to everyone’s enjoyment
- Answer questions about your account
So yeah, officially that’s the value they’re supposed to add…
How valuable is My Hyatt Concierge actually?
While I’ve had top tier status with Hyatt for well over 15 years, the My Hyatt Concierge program was only introduced in 2017, with the launch of the World of Hyatt program (this wasn’t a feature of the old Hyatt Gold Passport program).
So, how useful is this service? Before I get into this, let me acknowledge that like anything in customer service, your experience may differ based on who you’re assigned as your My Hyatt Concierge.
Furthermore, I’m not someone who is looking to use this program to make all kinds of special hotel requests. Furthermore, if I want help with dining reservations or whatever, I’ll just reach out to the hotel concierge directly, and don’t need a middleman, since that only complicates things.
With that in mind, I was just suddenly assigned a new My Hyatt Concierge earlier this year. She sent a welcome email, but that has been the extent of my contact with her, and there has been no other proactive interaction. Fair enough, I suppose, as it’s not like I’ve asked for anything!
The My Hyatt Concierge I had until that point was a very friendly person, and she was also competent in terms of understanding my questions. The issue, as I see it, is that I found response times to be really slow, to the point that I sort of stopped using the service.
When you’re trying to apply a Suite Upgrade Award to an existing reservation, time is of the essence, given limited availability. So in those situations, I’d rather just pick up the phone and call the Globalist line, or get in touch with @HyattConcierge on X, to speed things along.
So personally, I’m at the point where I don’t value this perk at all. That’s not necessarily a dig at the program, as there are limits to how personalized the service can be, given (presumably) the number of Globalist members there are who are eligible for this service.
How does Marriott Bonvoy Ambassador compare?
Marriott Bonvoy’s top tier Ambassador status requires 100 elite nights plus $23,000 in spending per year. Arguably the greatest benefit of Ambassador status is that you have a dedicated point of contact at Marriott. In theory, it’s a similar concept to what Hyatt offers.
Now, admittedly Marriott Ambassador status is a bit more exclusive than Hyatt Globalist status, purely in terms of qualification requirements. I mean, Marriott hotels should go above and beyond more for Ambassador members than Hyatt properties do for Globalist members. That’s not to say that they do (to the contrary, I find that typically they don’t), but they should…
I also have Ambassador status nowadays. While I’ve heard many people say their Ambassador is useless, mine is absolutely awesome. He constantly proactively looks out for my reservations, he customizes welcome amenities for me with nice notes, and he responds at lightning speeds whenever he’s in the office. However, I think he’s the exception rather than the norm, and plenty of Ambassadors are not at all proactive.
So I’d say that Marriott’s Ambassador service should be a bit more personalized than the My Hyatt Concierge service, but that’s not to say that it consistently is. In my case it is in a completely different league, though.
Bottom line
The My Hyatt Concierge feature is available exclusively to World of Hyatt Globalist members who earn 60 elite nights or 100,000 base points in a calendar year, plus lifetime Globalist members.
In theory, the intent is that My Hyatt Concierge can help with anything you might need with your World of Hyatt account or with hotel stays. However, increasingly it seems that people don’t have great experiences with the program, and I suspect that largely comes down to them having too many people to take care of.
I’ve found response times to often be quite slow, and that’s less than ideal for anything that’s time sensitive. So I don’t think it’s worth going out of your way to stay more just to get this benefit, but perhaps other people have a different experience.
If you’ve had access to and used the My Hyatt Concierge service, what was your experience like?
My experience has been "meh" at best for the concierge. At one point I went 2 weeks without an answer for a time-sensitive manner (I solved it separately during this time) and I've been reassigned three different concierges in a 3 month time period.
I used to have Ambassador status with Bonvoy, where the service was generally pretty good, so I've been a bit surprised at the lack of any true benefit for Concierge.
If you have a dedicated representative and a direct number that would be one thing but if it is just a separate central customer service then it is just a fancy title for an elite customer service.
They are useless. Cant do anything and they dont even know the rules!
This is common across call centres everywhere in every industry. Post-Covid, all the experienced (expensive) operators have been let go and replaced with AI/ChatBots/(cheap)Newbies who don't know what they are doing and have no flexibility or problem solving skills.
It's the modern way unfortunately :(
My concierge is 5*. I do 90% of my transaction online so only occasionally use her but always helpful when I do. MHC 800 number for quick reaction needs. I am convinced LG status makes all the difference in the program.
For the most part the Hyatt Concierge is a disappointment. She signs me up for promotions and that’s about it. Back in the day she was better but not the last couple of years. She doesn’t do pretty much anything more if you call the number.
I tend to use the concierge to confirm special requests - such as a roll away bed, or two twin beds in a suite, or applying a suite upgrade to FHR bookings. They are also helpful in merging consecutive bookings for using Suite upgrades on back to back bookings. My new concierge is not as helpful, and does not respond as quickly as my old concierge, but is still helpful. I tend to book vacations...
I tend to use the concierge to confirm special requests - such as a roll away bed, or two twin beds in a suite, or applying a suite upgrade to FHR bookings. They are also helpful in merging consecutive bookings for using Suite upgrades on back to back bookings. My new concierge is not as helpful, and does not respond as quickly as my old concierge, but is still helpful. I tend to book vacations way ahead of time, so if it takes a couple of days for the concierge to respond, that is OK.
My concierge registers me for promotions. That's about it.
My concierge rocks. She’s been helpful a bunch of times in situations that are generally too complex for a call to reservations, like reaching out to a hotel where I had used a suite upgrade certificate to further upgrade to a room with a private pool. She has also been great at fixing problems.
With improved technology and seemingly concierges having less power to do things, I am using mine less. It’s still stupid...
My concierge rocks. She’s been helpful a bunch of times in situations that are generally too complex for a call to reservations, like reaching out to a hotel where I had used a suite upgrade certificate to further upgrade to a room with a private pool. She has also been great at fixing problems.
With improved technology and seemingly concierges having less power to do things, I am using mine less. It’s still stupid convenient to send off an email and have her take care of something complicated or difficult. I know Hyatt has been hinting about the possibility of killing off the concierge program. I certainly hope not since mine has been absolutely invaluable. There is simply no way that regular reservations could have done the things she’s done.
I find it awkward that the level of service you get is based on the person. In any program.
My Concierge is in Japan because that is where I was living when she was assigned to me. It didn’t change when I moved back to the US in 2020. She is great. I always get an immediate response to suite upgrades, guest of honor requests…saves a lot of time vs phoning, where I have had varying experiences with hold times. If the time difference or Japanese public holidays are an issue, I call the service line but mostly I rely on her.
I was ambassador for almost 8 years. Ambassador before the pandemic was great. Same day response, always got a welcome amenity catered to my F&B preferences at full-service hotels and sometimes even limited-service hotels, and normally received a handwritten, personally addressed card at check-in or in the room with the amenity. Then the pandemic happened. Things were awful from spring 2020 until early 2024. My ambassador agents was fired. I went through five ambassador agents...
I was ambassador for almost 8 years. Ambassador before the pandemic was great. Same day response, always got a welcome amenity catered to my F&B preferences at full-service hotels and sometimes even limited-service hotels, and normally received a handwritten, personally addressed card at check-in or in the room with the amenity. Then the pandemic happened. Things were awful from spring 2020 until early 2024. My ambassador agents was fired. I went through five ambassador agents in five years. It was bad. Three left the job, one went on medical leave and the fifth I fired because she was awful. Things mostly recovered by 2024. While in-room F&B amenities based on the preferences Marriott asks you to supply basically ceased to exist properties started giving pre-printed welcome notes, etc. Meanwhile, response time from ambassador agents was generally within 24 hours. Plus, Marriott has multiple ambassador agent service centers around the world ensuring 24/7/365 coverage. I've been Hyatt globalist since 2021. I've never once had my concierge at Hyatt do anything for me. I never proactively hear from them. When I do hear from them it's because I emailed them and often I don't even get a reply from the concierge assigned to me. Afrer a day or two of no reply a colleague of theirs steps in. It's generally three days by the time I receive a reply from Hyatt. Just awful service. Hyatt has asked me F&B preferences too but no property domestically, not even a Park Hyatt, provides an in-room amenity based on my preferences. The only Hyatt properties that ever gave me ANY recognition were both in London. The Hyatt Regency Albert Embankment and Hyatt Regency Blackfriars gave me a bottle of wine that was very nice and not even sold in their on-site bar and restaurant. I dropped Marriott because their hotels suck operationally and the points are worthless. Hyatt's hotels are marginally better because Hyatt still manages most full-service properties. I also appreciate the better implementation of upgrade and breakfast benefits.
My Hyatt concierge is AMAZING. Responsive, arranged amazing surprises for us, made free night awards work when nothing appeared to be available, applied SUA when no standard suite was available. I have heard from two others who have my HC and we all agree. We appear to have the #1 Hyatt concierge.
My HC is definitely a huge added perk to being a Globalist for me!
I have not had a good experience with my Hyatt concierge. The last issue I had them address was missing points after a stay. I was instructed to call the main customer service line to address this. I'm done.
they should end the program...no value at all.
I still receive solid results using the chat feature. As far as my concierge, I have no idea who it is. I received an email years ago and haven't heard anything since.
I actively use my Hyatt concierge, who is proactive, organized, on top of the requests and delivers genius results. For instance, if I don't have enough points to book a reservation, she will book it for me and let the hotel know my arrival and departure wishes, and check before I leave to ensure my points have been banked and to call the hotel property to see if I can get a suite upgrade if...
I actively use my Hyatt concierge, who is proactive, organized, on top of the requests and delivers genius results. For instance, if I don't have enough points to book a reservation, she will book it for me and let the hotel know my arrival and departure wishes, and check before I leave to ensure my points have been banked and to call the hotel property to see if I can get a suite upgrade if one is available. When I had to cancel a reservation last minute that had a $4k penalty, you heard that right, $4k, she got the hotel manager to waive the penalty. When a hotel was not crediting me with full points, she stayed on the case and got them to throw in extra points above what was due for all the follow up we spent time doing. When my sister, another Globalist, did not want to fly during the recent TSA strikes, which meant her Category 1-7 certificates would expire before she could rebook, her concierge got her certificates reinstated for months into the future. I started out with a very clueless concierge, so I reached out to Hyatt who then assigned me a superstar. My sister did the same. There are amazing concierges out there, so don't just throw in the towel.
Gimmick. About as useful as the words ‘curated,’ ‘bespoke,’ and ‘sustainable.’ Performative nonsense.
Don't forget "artisanal!"
Lame
It’s 2026. It’s a Call Centre. They’re all useless.
3rd year in a row being a Globalist, never heard from the so called "concierge".
I've not heard from my concierge in 2 years. Not a peep...
lol
When you write an article like this, you are doing customer service outreach and surveying for the company.
Are you being paid directly by Hyatt or an associated company to post this?
7 year Globalist. We find our concierge is one of the better perks. She has always given us good information. We have never had problems with her recommendations for the best hotels in the area, extra rooms or point transfers, etc. When not in the office, an email request is answered promptly, often before we make contact. Reading the comments. I guess we are lucky.
MHC call center is still decent (during their business hours) for anything time-sensitive. My actual rep is has changed a few times. I only ever e-mail her if there’s an after-the-fact accounting issue from a recent past stay. That adds some value, since properties are generally horrible to deal with once they have your money and you’ve checked out, and such issues aren’t time-sensitive.
agreed this is how I use MHC too - super valuable for accounting errors, missing credits, and issues with award certificates. Twitter is very reliable for booking suite upgrades too
It used to be better, but the last couple years the response time has been two or three days minimum. Useless for anything time sensitive.
Slow responses are a showstopper in my line of work. We expect associates to respond to any email within 15 minutes between 7am and 11pm. Seven days a week, 365 days a year.
LOL!!!!!!11!!1!!!!!!!!!!!!!
Have another bong hit sweetie.
Then back to Vons for you! Those groceries aren't gonna' bag themselves!
It's one of those benefits that used to have value but the last times I tried using them it just took days and days for a response to the extend where I stopped trying
It could honestly even be considered a downside, they can sometimes even ruin your reservations for you and fail to undo the damage.
I love Hyatt Globalist program, the Concierge is useless and I end up just doing everything myself and don’t even try to engage that team. They take days or weeks to respond.