Perhaps the single most positive benefit for those who are still able to earn top tier elite status now that it requires 60 nights is ‘My Hyatt Concierge’.
Sky Check-in Lobby at the Grand Hyatt Kuala Lumpur
The idea is to offer an assigned Hyatt Concierge to members staying 60 or more nights in a year who will assist with all things related to the stay experience such as transfers from the airport, arrival, room requests, food and beverage, and spa. It’s one dedicated point of contact that can learn preferences and address all Hyatt-related issues.
I was grandfathered into an older version of the program that any Diamond used to be able to ask to be a part of (and that is sunsetting). I’ve used it to have someone to handle confirmed suite upgrades, or book a credit card free night or one of the new free nights upon qualifying for Explorist or Globalist status, since it can be easier to do it with a person. And easier still just to shoot off an email. No more dealing with misinformed agents who think that confirmed suites are capacity controlled on cash and points award nights.
This is a new benefit in 2017, and it’s offered when someone hits Globalist this year. For most members they won’t be assigned a Concierge until later in the year — after they’ve qualified for 2018 status.
Bedroom at the Park Hyatt Siem Reap
Hyatt had told me back in February that upon crossing 60 nights, members would receive a welcome notification, and then within 48 hours they’d be contacted by their assigned concierge by email and phone.
That doesn’t appear to be happening. Members hit 60 nights, and they hear nothing at all.
The Forward Cabin tells me that when he reached out to Hyatt after not being contacted by a My Hyatt Concierge despite hitting 60 nights already this year, they let him know he’d have to be patient.
It normally would happen within a week but if we have a lot of people added to the list it should be no more than a month before you are contacted. Hopefully it will be much sooner than that.
When Hyatt was testing My Hyatt Concierge with a small group of members over the last couple of years they did it with only 4 people working the program. They expected to grow that to 15-20 people worldwide and handling multiple languages.
Either they didn’t scale it as quickly as they’d hoped or they learned that the number of agents they’d need to meet demand was greater than forecast. Because somehow 48 hours became ‘no more than a month’. That’s not the personalized service delivery they promised their most valuable customers.