Last year Hyatt revamped their loyalty program, as they discontinued Hyatt Gold Passport and replaced it with World of Hyatt. At least in our community the new program hasn’t been popular at all, and it seems clear to me that the program isn’t panning out quite the way Hyatt had hoped either (even though what I’ve heard from them suggests otherwise).
The fact that Hyatt has offered a Globalist fast track promotion and that they’re retroactively counting award nights from 2017 towards status suggests to me that they didn’t reach their elite targets. On top of that, some positive changes have been made to the program, including Hyatt counting award nights towards status and extending the expiration of free night certificates, which seems to be their acknowledgement of the program’s shortcomings.
Now that Hyatt counts award stays towards status I feel much better about the program than I did before, and overall I’m quite happy with it.
However, it still seems like Hyatt can’t quite get things right. One of the new benefits that was introduced as part of the World of Hyatt program was My Hyatt Concierge. Specifically, those who qualify for Globalist status through the nights or points requirement are supposed to receive a single contact point at Hyatt who they can call or email for reservation requests.
I’m a pretty independent traveler, so for the most part I don’t value this as much as others. I do have an SPG Ambassador (which you get for earning 100+ elite nights per year with SPG), who is fantastic. So I don’t expect the My Hyatt Concierge program to be as good as the SPG Ambassador program, though it is nice to be able to send an email rather than have to call for basic requests.
When Hyatt first announced the World of Hyatt program, they said that a My Hyatt Concierge would reach out to you and introduce themselves within 48 hours of earning Globalist status. They’ve since changed the timeline from 48 hours to four weeks. Per World of Hyatt FAQs:
How will I know who My Hyatt Concierge is and how to reach My Hyatt Concierge?
Your My Hyatt Concierge representative will reach out within 4 weeks with their contact details and a brief introduction.
I would’ve loved to be in the room when this conversation happened at Hyatt. “I’m not sure we can do two days, that might be a bit aggressive. Lets do 14 times as long instead.” I could sort of understand this if the benefit kicked in for everyone on the same day, but members have been qualifying for Globalist status at different times, so the qualification should be spread out.
In my case, it has been over a month since I qualified for Globalist status, and I still haven’t had a My Hyatt Concierge reach out to me. It seems that’s not even that bad, as I’ve had some readers report that they qualified for Globalist over two months ago and still haven’t heard from a My Hyatt Concierge.
Based on looking at the FlyerTalk thread on the topic, it seems like most members are proactively reaching out to Hyatt asking to be assigned a concierge, which seems like such a backwards system.
I know World of Hyatt has new management, and I have faith that they’re moving the program in the right direction. They’ve been making positive changes so far, and I expect that will continue. This situation perfectly sums up the frustration I felt when World of Hyatt was introduced, and specifically, how bad of a job they’ve done managing expectations. The timeline for a My Hyatt Concierge goes from two days to 28 days, and then they can’t even stick to that timeline.
I’m curious what experience fellow Globalist members have had. Has a My Hyatt Concierge reached out to you? How long after qualifying did it take?