Since I don’t earn status legitimately, I’ve always wondered what status actually gets you. People like Trevor seem to get treated quite well and even is known at places like the Grand Hyatt Bali. I recognize that he has held status for much longer than me, but the reality is, I have been less than impressed with Hyatt’s treatment of its diamonds. It’s not bad, per se, but as @robertdwyer and I discuss on a monthly basis, it is highly erratic.
Allow me to use my stay at the Hyatt Regency Chicago this past weekend as an example. But really, I could pick any of 5-6 different stays this year where things have seemed…off. Perhaps I expect too much!
And before I get accused of whining, I don’t really care about any of these things that happened. I am just putting them out there as evidence that Hyatt should pay better attention to taking care of their guests needs.
Contacting the concierge
I often like to contact hotels before I get there to let them know if we’re celebrating something or any special needs I need. The best experience I ever had with this was at the Hilton Vienna Plaza – they took care of everything I asked for (cribs and such) AND greeted me by name when I arrived. That was pretty impressive.
In contrast, when I e-mailed the Hyatt Regency Chicago concierge a week before my stay I heard…nothing. Now I would think a concierge should reply to a regular member – they definitely should reply to a Diamond member. But nope, nothing. I used the e-mail address from the website – if that’s not correct then that’s just bad customer service.
Suite Upgrade and Diamond Amenity
One thing Hyatt does well is customer service on the national side of things. I confirmed my Diamond Suite Upgrade weeks ago with no problem, and everything about the reservation was clean. Also, thanks to Matt, I now always ask for the food and beverage amenity instead of 1000 points. We got an almost decent bottle of wine, some prosciutto, and cheese – I’ll take it.
The junior suite was nice – standard, but well appointed. For some reason there were no slippers or bathrobes, which I didn’t really care about, but is something I’ve come to expect, especially in Hyatt suites.
Asking for forgotten necessities
So when we unpacked at the hotel, my wife realized she had forgotten her toothbrush. I also tend to pick up razors at Hyatt stays so I wanted to ask for one as well. We called the front desk and asked if they could send some up (they are complimentary). They said they would send them up immediately.
Fast forward two hours, still no razor or toothbrush. I called again – whoever answer said there was no record of my calling the first time. They said they would send the stuff up immediately. About ten minutes later we received our items and went out for the night.
When we got home, my wife went to go brush her teeth, only to find out that we had only been given toothpaste. Like, come on. That is borderline unacceptable service for any guest, let alone a “valued” Diamond member. The third time was the charm and we got the toothbrush but it shouldn’t be that difficult.
The dreaded deactivated key at checkout
When I checked in, I was thanked for being a loyal Diamond member and asked if I wanted a late checkout. I asked for one extra hour: 1 PM checkout instead of the regular noon checkout.
On the day we left, we got back to our room at about 11:45 AM. Key deactivated! Our room was on the 17th floor so it was a long trip back down, and even then they said they would send someone up instead of just reactivating our key.
Again, this is simple stuff here. 11:45 AM was BEFORE regular checkout time, so there was no reason for our keys to be deactivated. Even if it had been 12:45 PM our keys should not have been deactivated yet, since our late check out had been confirmed. Hospitality 101.
This might sound like a complaining post, and it is, in a sense. But as I said at the top, I’m more trying to point out the erratic treatment Hyatt has of its most loyal guests. Like I said, I don’t consider myself that loyal to Hyatt, especially in this new World of Hyatt – but I can’t imagine they know that (I have almost 15 stays this year).
Why not take care of the little things? I used my most recent stay as an example but this is something that has been happening to us in our Hyatt stays all year. Keys deactivated too early, uneven customer service, stuff like this just shouldn’t happen for any guest. And I know these issues aren’t unique to me – I have a Twitter DM thread full of other examples.
As my stays shift back towards Hilton and other chains next year, I’ll be curious to see how well Globalists feel treated in the World of Hyatt next year. I enjoyed being a Diamond the last two years, but not as much as I thought I would. In the end, however, Hyatt has never made me feel truly elite or valued. Pretty neat, but not elite. I can live with that, but I wonder how many of their truly loyal members are treated the same way?