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?
Continue reading: My Hyatt Concierge: A Valuable Benefit, Or A Disappointing Gimmick?
Share your questions, experiences, and thoughts below.
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.
It could honestly even be considered a downside, they can sometimes even ruin your reservations for you and fail to undo the damage.
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
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.
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.
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.
LOL!!!!!!11!!1!!!!!!!!!!!!!
Have another bong hit sweetie.
Then back to Vons for you! Those groceries aren't gonna' bag themselves!
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
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?
3rd year in a row being a Globalist, never heard from the so called "concierge".
Gimmick. About as useful as the words ‘curated,’ ‘bespoke,’ and ‘sustainable.’ Performative nonsense.
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.
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.
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.
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.
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 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 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 find it awkward that the level of service you get is based on the person. In any program.
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 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.
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.
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.
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.
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 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.
I've always had a good experience with mine - she even liaised with the Thompson Central Park to get me an Upper Floors upgrade on a recent stay, which that property can refuse. I tend not to ask much of her and I'm always courteous with my questions and requests.
Reached Globalist by 60 nights for 2025 and never received an email ... it was halfway through the year before I realized I never received the benefit
Its a mixed bag
I'm a Lifetime Globalist and it really depends who answers the phone as to what you end up with good or bad.Firing many of their fellow call center agents on the regular reservation center lines haven't helped Hyatt at all.Without the concierge team when things do get challenging we would be in big trouble.So watch what you wish for
We now have some overseas folks answering their phone which makes it somewhere in between a boiler room operation and a poor 3rd party booking platform like expedia.Whats next we speak to robots?
I can only speak for my experiences, but the Korean office here is amazing, they will respond promptly and on time. Example - same day turn around on a time sensitive transfer + points booking. My concierge also proactively helps me to get upgrades and benefits with normal reservations and already knows I am looking for an extra bed if my child is joining us. My Hyatt Concierge was definitely motivation for me to push to requalify last year, but this year because of the points change - thinking things over.