I’ve grown rather fond of My Hyatt Concierge, but now that mine is leaving, I am beside myself.
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My Hyatt Concierge
Hyatt announced a new benefit when it rolled out its revamped loyalty system. Globalist status (Hyatt’s top tier status after either 60 nights or 100,000 base points earned annually) would include the following benefits:
- Guest of Honor (Globalist benefits bestowed on guests the member books with their points)
- A free night at 40 nights and 60 nights stayed
- (4) Suite upgrade awards
- 30% Bonus points on stays
- Elite Status night accrual even on award nights; and
- My Hyatt Concierge
It was the last benefit that seemed most intriguing to me at the time of the announcement and one of the services that had the potential to deliver the most exceptional value to my Hyatt travel experiences.
There was a little apprehension with the My Hyatt Concierge product initially. However, with time and getting to know each other, I consider My Hyatt Concierge a key component in my travels. It’s not necessarily down to the product, I know I had an exceptional one who I will only call “Q” while others described a less personalized service. She would communicate with hotels in advance of our arrival and have arrangements made for our daughter without ever requesting it.
Q was amazing.
Admittedly, our first few interactions were not as stellar as our last. There was a “seasoning” to our relationship that was required. It required me to be clear about what makes a stay optimal and revealing some of my family, my business, and myself so that she could tailor her service. Once we passed those hurdles, she was able to exceed our expectations. She is a model for how Hyatt should conduct the program for future Concierges and is one of the reasons why I would be less likely to leave the brand in the future.
I took a call this week from Q and she indicated that she was moving to another role within the company. My wife was devastated as I mouthed the words while on the phone.
Congratulations! What’s Next?
The good news for Q is that she is being promoted to a role within the luxury end of the brand. She’s being recognized for the tremendous value she delivered to me and other Globalists I know that also had her as their Concierge. She called me directly to tell me the news and that she would hand select her replacement for my account. In the world of miles and points, that level of care and service is rarified air.
As she told me about her new role, my mind wandered selfishly to what would become of our future Hyatt experiences. While most of my questions were answered, a few remained regarding my handover with the new rep and what she would be doing in her new role. I felt like we’d known each other personally enough that I feel comfortable cheering her on while also remaining concerned for our ongoing experience at the chain.
More than anything else, it felt like losing a friend. My wife and I, in a year where we desperately need a return to travel normalcy, had a sweeping feeling of mild depression.
A High Bar
Q had set an incredibly high bar for service. Park Hyatt’s motto is “Luxury is personal” and that’s really the experience we had with her. When some Globalists became eligible for American Airlines Executive Platinum status, Q put my name on a list to be considered and I was ultimately awarded the status.
Knowing that my daughter loves Xialongbao soup dumplings helped us to create these very personalized moments like when the Park Hyatt Beijing had them waiting for us in our room following a long flight.
She thought about our concerns before we had them. In retrospect, she’s the reason why we became Disney World Annual Passholders and as we look back on the memories we created with our daughter at Disney World, it will be impossible to forget the indelible impression she made.
My mind moved to concern that anyone will be able to achieve her level of service. It’s possible, certainly, but I’ll reserve my adulation or criticism for results. My next Hyatt Concierge has some incredibly large shoes to fill.
Conclusion
Gary Leff posted an interview with (then) Hyatt Loyalty president Jeff Zidell in which he remarked that not every concierge experience they tested before launching was a “home run.” Other readers have commented over the course of the last couple of years that their Hyatt experiences that their concierges hadn’t delivered the same level of service I was fortunate to receive. Others that also had Q as their My Hyatt Concierge echoed my experience. There’s no question that Q was exceptional at her job and deserving of a promotion, but as we sit here considering our future interactions with the brand, it’s hard to be hopeful that the next concierge will deliver the same quality experience. Q, you will be missed.
What do you think? Have you had good interactions with a brand advocate like Q at My Hyatt Concierge? Would you be confident that a comparable replacement could be made?
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If you depressed by this, I assume you don’t have many friends?
I had Q too and Got the same call. She was good and handled requests well, but I’m not depressed by her moving on to better things. Nor should you be.
Also got the call from Q and am heartbroken to lose her. I honestly don’t know how anyone can be as thoughtful, proactive, and reliable. It’s no wonder though that Hyatt offered her something bigger. It will be interesting to see who we will have going forward.
Matt I was in the first “testing” group way back and as you wrote the beginning was rocky but it developed into a great relationship he bailed me out of a number of issues took care of my son’s honeymoon which was a huge cluster at the Andaz Maui ( known for their lousy treatment of Hyatt members) even to the point of tracking down the GM who was in Chicago!! Problem came with too many of us raved about his services and he got promoted UGH however he told me if I ever was in dire need email him.
While you and I do not always agree this time I am 100% with you.
Travel safe
Those are not xiaolongbao in the picture.
My Hyatt concierge interactions have been minimal and not very helpful. I can’t even get a straight answer as to whether my concierge is someone in the US or in Germany.
I also got a call from Q. She told me she is telling all her all obnoxious, unappreciative, and high-maintenance clients that she is moving on to a new role within Hyatt, but she is going to continue to be my Concierge.
Got eeem
Have never had enough status to get a Concierge to use!!But I did try to use Hyatt points to book a stay this week via customer service. was told can only book standard room with Queen beds never a King room??? So guess I will keep the points for now!! Is this the usual problem with trying to deal with points??
@Dee – That’s not always a problem but flexibility is key. If your dates are set, and the property is set then it comes down to availability and if there are no King rooms available there’s not a lot the hotel or program can do. That said, if you were going to Shanghai for example and a King room was the most important thing, then Hyatt might be able to put you at the Park Hyatt or the Grand Hyatt (both in the same area) to your preference. Similarly in Houston, the importance and availability of one key component might lead to a stay at the Hyatt Regency, Hyatt House, or Hyatt Place Galleria – all of which are close together.
thanks Kyle for the info.. There are King rooms at this hotel as I almost booked one before the phone call and afterward I checked again and it was still available. So I guess this property has a rule about points booking. It is in Napa.
Matthew. My SPG Ambassador left at about the same time as the program was being integrated with Marriott. He was an exceptional ambassador and individual. It was a real 1-2 punch to lose him and have to see the program gutted at the same time.
There are other good Concierges, I think I have a very good one.
And it could be worse…you could be one of the suckers spending $14K ($20K reversion likely in future ones) for a Marriott “Ambassador” who doesn’t exist as a real person anymore, and can’t really do anything to keep rogue properties in line from not honoring their benefits.
Folks it’s all about cost versus return. Remember the cost of these programs are passed down to the franchisee’s and they line item everything !! Having been in meetings the question of the day is “Do we need this ?”
“I know had an exceptional one …”
Huh?
Missed an “I”, sorry, didn’t mean to make it completely indecipherable.
Well, Kyle, I have complained to you about the Hyatt Concierges before. I’ve gone through 3 in 3 years. What is Hyatt thinking? That does not inspire any confidence on my part,
OTOH, there is another side to that. I only contact my concierge maybe twice a year, and when I have had a problem I have always gotten it taken care of. So, in a “Just the facts, ma’am” way, the concierges do get the job done, but not in the personalized way I’d expect after giving Hyatt 100 nights a year.
I didn’t find the value until I put in a little effort and encouraged some conversation. My Hyatt Concierges might want to consider an initial onboarding call to open the dialogue, but with thousands of Globalists to each concierge, this would be a potentially insurmountable task. That said, there is little benefit to adding the feature if few find the personalized results the program offers.
I’m with the other commenters. I haven’t seen value in the program. If I’m supposed to invest in this and find some “seasoning” that makes it work, that’s frankly too much effort.
We pay Hyatt and these hotels, right? Just want to make sure I understand the economics of this service model
Four suite upgrade awards are NOT part of Globalist status.
Free nights come at 30 and 60 nights. Not 40 and 60.
If zi am staying someone for more than a night I often AirBnB. Find it rather funny that people jump through hoops to get a hotel suite when can just rent a whole apartment for a fraction of the cost.
Over the top post to sell Hyatt while mocking people who have and suffer from real depression
No one mocked anyone here, and I’ll let you know when they send me a check.
Are you getting free breakfast and free drinks with lounge privileges at your AirBnB? Are you getting the fantastic views from prime properties? Are you staying for nearly free with manufactured points? You don’t understand the game that’s why you don’t understand why. Learn the how then you’ll know the why.
My Q is the reason, I am going for 60 nights this year. She is amazing, and has handled all my issues and has arranged special things. Number 1 reason this is the only loyalty program I am going all in this year with limited business travel.
delta segment flyer, you only need 30 nights this year for Globalist. I reached it last week and Globalist for next year has already been conferred. This year they reduced requirement.
@Fathiss
I believe you only get the full Globalist benefits with 60 nights. 30 nights is “Globalist Light” or “Basic Globalist.”
I don’t know what “globalist light” means other than to mimic what someone else wrote about nothing. You get full globalist benefits: lounge, upgrades, etc.
You don’t get 40, 50, and 60 night tier benefits but those were never Globalist benefits. They were always tier benefits. If you wish to call that light, I suppose you can, but it’s misinforming to me.
@Fathiss
I can understand your perspective. Even a concierge is a 60-night milestone benefit. The milestone benefit system is a relatively recent update to GP/WoH, though, so I hope you can understand the “Globalist Light” perspective.
Yes those are dumplings in that picture. But they are definitely not xiaolongbao.
Sorry to burst your bubble.
Quila was ok but not exceptional. I think you were given over the top treatment because she knows and others know that you will write some puff piece that will give Hyatt more business. nothing bad about that, I still love Hyatt but I think most Globalist shouldn’t expect that level of treatment and you talking like that is normal makes me believe you should wrote for the TPG, he likes to write a lot of BS.
@Lawrence – Other commenters who are not bloggers seem to have had the same experience if they had Q. Maybe this is an “it’s not you, it’s me” situation, Lawrence.
I’m glad you had a good Hyatt concierge – ours is pretty much useless. When he was on vacation we got to experience what a real concierge should be and there is a huge difference. I have just stopped asking ours for assistance. I’d be thrilled if he told us he was moving on!
Thankfully we know our way around the Hyatt program really well and know what to ask for so I just call Hyatt direct or email the property.