Two phone calls to the Globalist desk, two Hyatt agents, and two very different experiences.
I had an upcoming Hyatt stay I wished to apply a suite upgrade to. Small problem: the suite was only available for the second and third night, not the first night.
That’s no problem…two nights are better than none.
But it does require some additional work. Hyatt T&Cs state–
Complimentary Suite Upgrade Awards are redeemable only where the designated suite to be reserved is available for the entire length of the Member’s stay.
I’ve always found an easy way around that: break up the reservation. Remove the first night, make it a separate reservation, then apply the suite upgrade to the second and third night.
So that is what I called to do.
Agent #1: “You can’t do that. That’s impossible. The system is too smart for that and will cancel both reservations.”
She was rude, abrupt, and angry that I would even bring up the request. I asked her to call the hotel and see if they could help, and she refused.
I hung up on her.
Agent #2: “I understand sir. Of course I can help you. Let’s at least get the suite upgrade applied for the last two nights and then I’ll call the hotel about the first night.”
What a difference in service. She was helpful, proactive, and actually cared. She wanted to serve rather than being annoyed. I did not even have to ask her to reach out to the hotel.
Perhaps it needs no mentioning, but the level of service you receive, even as a Hyatt Globalist, varies widely based upon the agent you are connected to.
Why didn’t I just use my concierge? Well, she doesn’t work weekends and I wanted an immediate answer. I’m going to follow-up with her today, asking her to monitor for suite space to open up for our first night.