Over the past year, Hyatt has outsourced a lot of its customer service, and many people have reported a decline in customer support.
I know that historically a lot of people have liked the @HyattConcierge account on X for customer service. However, an OMAAT reader shares a very frustrating interaction he dealt with, which suggests that may be going downhill as well (or maybe he was just really unlucky?).
@HyattConcierge X account can’t provide basic information
A reader shares that he has always appreciated the option to DM @HyattConcierge on X, to get simple things done without calling. However, he says he has noticed a significant decline in recent times. His two last requests have been completely misunderstood, while he previously never had any issues.
He attempted to ask if the Hyatt Centric Delfina is classified as a resort or not. That’s because World of Hyatt Globalist members receive guaranteed 4PM check-out at all non-resorts, while it’s subject to availability at resorts.
Here’s how the interaction went (the bolding is his, and I’ve removed the names of the representatives he interacted with, but all three responses were from different representatives):
Customer: Hello is the Hyatt Centric Delfina Santa Monica considered a resort for 4pm Globalist late check out purposes?
Representative: Hello John! Thank you for reaching out to us with your inquiry. It is my pleasure to assist you today! I would like to inform you that Hyatt Centric Delfina Santa Monica is not classified as a resort property which means Globalist 4pm late checkout does not apply here. If there’s anything else you’d like me to assist with for your stay, just let me know, I’m happy to help!
Customer: Hi there – if it’s not a resort, then 4pm late checkout does apply there, correct?
Representative: Good Morning John! I am happy to assist you today. That is correct, late check out of 4:00pm is one of the Globalist benefits. Here is our weblink showing the additional perks. However, if you have a current reservation, I do recommend adding the request for late check out in advance to ensure that the hotel is aware of the expectation for the stay. Is there a current reservation where I may add this request to?
Customer: My question has not been answered here in the last 3 attempts to get an answer. Is it possible to escalate this question to a manager? The question: is the Hyatt Centric Delfina Santa Monica considered a resort for 4pm Globalist late check out purposes? If it isn’t a resort, then 4pm check out does apply.
Representative: Hello John, thank you very much for your patience and please accept my sincere apologies for any confusion or frustration caused. Yes, the Globalist benefit of 4 PM late check-out applies for our Hyatt Centric Delfina Santa Monica. As always, this is based on request and availability on day of departure. I hope this answers your question; please do not hesitate to reach out for additional support.
Are others noticing a decline in Hyatt customer service?
Back when Hyatt first outsourced customer service, I shared my first interaction with the “new” Hyatt Globalist line, which involved a 74-minute call to try and get a Suite Upgrade Award applied.
Honestly, at this point I do everything in my power to avoid picking up the phone and calling Hyatt customer service, though some things still can’t be managed online.
In theory there’s My Hyatt Concierge, which is offered as part of the Milestone Rewards program. While my assigned concierge is perfectly nice, she typically gets back to me days later, which isn’t of much use if I’m trying to apply an upgrade, or something else time sensitive.
I guess the sweet spot nowadays is to call the general My Hyatt Concierge phone number, which seems to have some of the few remaining non-outsourced agents that can be reached by phone.
I’m curious, have others also noticed a decline in Hyatt’s customer support? If so, what’s your strategy for avoiding frustration nowadays?
Bottom line
Over the past year, Hyatt has outsourced much of its customer service. There’s no reason outsourced agents can’t provide good service, but the issue is that with a heavy focus on cost cutting, there’s also often a lack of training.
While Hyatt’s X account has long been useful for getting basic customer service assistance, a reader’s experience suggests that the once excellent service here is no more.
Have you noticed a decline in Hyatt’s customer support, whether by phone or through X?
