tl;dr – My assessment of Hyatt’s customer support. What are your thoughts?
The other day, I had someone reach out via email asking me my thoughts on Hyatt’s customer support. Initially, I thought to respond with a blanket meh, but as I’ve recently spent a lot of time interacting with Hyatt’s support, I figured I’d expound and give a slightly more detailed answer.
More than anything, I’d label Hyatt’s customer support as decent, but inconsistent. That said, as of late, I’ve (personally) seen a big improvement. For what it’s worth, I’m a Hyatt Globalist and have been for a few years now.
In light of Hyatt’s upcoming changes to its award chart and World of Hyatt loyalty program, I’ve recently called upon Hyatt’s support to make several requests, most of which were for Globalist points advance bookings. I’ve also requested to transfer a reservation or two to another member, as well as combine points across accounts.
Most of the representatives I’ve interacted with have been generally pleasant. A handful came off as maybe a bit short, but were nonetheless willing to help. The inconsistency comes from the fact that at least a few representatives I’ve interacted with weren’t super up to speed on the World of Hyatt loyalty program rules and regulations. I’ve had a few reps indicate they were unsure of how to do a points advance booking and then route me to another individual. I’ve received contradictory answers when asked whether I could transfer an existing reservation to another member. A few representatives mentioned that I could (and successfully did so), while two others said it was not possible.
Through it all, I’d again say my interactions, in terms of politeness, have been reasonably solid, and my MO for fighting through the inconsistencies has been to simply hang up and call again. All in all, I’d say that my recent interactions have been better than those a few years back, when it felt like all calls were outsourced and many representatives came off as overworked and short-tempered. To be fully fair, several of those ‘years’ were pandemic years, so I feel like you just have to take a lot of service interactions during that time with a big grain of salt.
I’d be curious to learn how you’d rate your experiences!
