Some things Hyatt and GP could/should improve

Discussion in 'Hyatt | Gold Passport' started by Thomask, May 30, 2014.  |  Print Topic

  1. Thomask

    Thomask Silver Member

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    1.) In my opinion it takes too long for stays and points to post to the GP account. Or is that just an issue in Asia and Europe? (SPG does a much better and faster job.)
    2.) I also had issues finding an e-mail address for a US property. Maybe the Hotel or GP want to keep them secret? What for?
    3.) I would like to know the room size and max occupancy of the Hyatt Place Chicago South/University Center. NOTHING mentioned on the Hotel website but the room has a "Swiveling 42" flat screen HDTV" and "1875 watt hair dryer". That is great but completely irrelevant for me personally. No e-mail address for this Hotel either, I finally received an e-mail address from "hyattplace@hyatt.com" for the property but have not heard back from the above Hotel. So I am still in the "dark ages" regarding room size and max occupancy. I am aware that most other Hyatt properties do quote room size and max occupancy of a room on their website. This just seems to be a issue withe the mentioned Hotel.
     
    Last edited: May 30, 2014
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  2. Hyatt Gold Passport Concierge
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    Hyatt Gold Passport Concierge Official Representative

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    Good Afternoon Thomask,

    I appreciate your feedback regarding the amount of time it takes for your international stays to post as well as the lack of detail regarding the rooms and contact information for the Hyatt Place Chicago South University Medical Center.

    International stays can take longer to post to your Hyatt Gold Passport account than a North American stay. On average it can take 7 to 10 days after check out to post. Some international hotel stays can post sooner. If it happens to be longer than this please feel free to contact Gold Passport Customer Service or start a conversation with us here on Milepoint and we would be more than happy to assist with posting your stay.

    The Hyatt Place Chicago South University Medical Center does not have a direct email address. If the hotel has an email address this will be located on the hotels website. If an email is not listed then the hotel does not have an email address.

    Regarding the size of the guestrooms at the Hyatt Place: the two queen room is 374 Sq. Feet, the King rooms can range anywhere from 317-350 Sq. Feet, and the hotel also offers a room type called the Boardroom King. This room is 805 Sq. Feet.

    If you have any further questions please feel free to start a conversation with us on Milepoint and we will be more than happy to assist!

    Warm Regards,

    Brock S.
     
  3. Thomask

    Thomask Silver Member

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    Thank you for this helpful information. How about the maximum occupancy for the mentioned Hotel/. Do you have any info on that?
     
  4. Hyatt Gold Passport Concierge
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    Hyatt Gold Passport Concierge Official Representative

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    Good Morning Thomask,

    The Hyatt Place Chicago South University Med Center property allows four guests to occupy the rooms with the king bed and the sofa sleeper and six to the rooms with two queens and the sofa sleeper. Please bear in mind there may be extra adult fees, as our rates are typically based on double occupancy. For the sake of adult fees, this property considers anyone at or above age 18 as an adult.

    Hope this helps!

    Evan V
     
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  5. mattsteg
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    mattsteg Gold Member

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    You can select on the website to search for a selectable number of rooms and occupants - so you can search for 6 occupants in one room. Also, not sure if you're familiar with the hyatt place brand, but the product is highly standardized and room size and configuration is quite consistent across the entire brand in my experience. If you run into similar issues with hyatt place properties in the future, you can expect them to all be very similar (except that the ones built new as hyatt place vs. those converted from Amerisuites are generally nicer all around). The Hyatt Place hotels are select-service and as such I suspect do not have a lot of advance communication requirements from guests. What they do, I guess they are best equipped to handle by phone. It seems that not having a public email address was the case for the handful of other Place properties I checked.

    I know it can be a problem when overseas, but otherwise calling the property would be a good option. I agree that having a public email address should be implemented as a brand standard though.
     
  6. Thomask

    Thomask Silver Member

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    Thanks for your helpful advise. I have not stayed at a Hyatt Place yet as they are still rare in Asia. Are you saying that I should just try putting 2 guests, then 3 guests, 4 guests etc and that way find out the max occupancy? Now I found out from Hyatt GP concierge.


    Great. Thank you for the feedback. All questions are answered.
     
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  7. mattsteg
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    mattsteg Gold Member

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    Yes, entering the number of people that you would need to accommodate into the advanced search will give you the rooms + rates that are suitable. At a minimum I would start with this, and if I needed to accommodate a larger number of people then contact the property directly. As GP concierge had mentioned, it is possible that the normal double-occupancy rate would not cover the full number of occupants, or could result in a non-guaranteed room type.
     
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  8. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    I had to double check if this was an old thread from 1994. No email address? Are customers supposed to send telegrams or telex to communicate with the hotel?
     
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  9. davef139

    davef139 Gold Member

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    I can answer some questions for you which might be of help also.
    1. Hyatt knows their IT sucks, its merely something to live with, JZ said next year there should be a big rollout. If you are in need of points that a stay posting can make or break something perhaps you should reevaluate what you are doing and booking.
    2. That property you mentioned isn't a Hyatt Owned place. So I am not sure if Hyatt even gives out emails for them or how that would work or who is responsible for updating the pages info.
    3. You mentioned max occupancy. I am curious what this data does for you? Realistically max occupancy is going to be 4 people per room. You also are going to pay for those extra people. True occupancy limits are going to be set by the states and counties fire code and what the fire marshal has set. I have personally never seen anyone follow those limits or even check up on them.
     
  10. Thomask

    Thomask Silver Member

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    regarding #3. In Asia often you are escorted to your room by the check-in personal. I do not want any problems having up to 4 people to a room.
     
  11. Wandering Aramean
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    Wandering Aramean Gold Member

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    Or even call?? ;)
     
  12. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    Synchronous method of communication. I prefer async in most cases. So do most companies.
     
  13. Wandering Aramean
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    Wandering Aramean Gold Member

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    There's a time and place for each. In this case getting answers to the couple simple questions the OP had would probably have been faster on the phone than typing up the post.
     
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  14. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    True. But there are other cases where the answers aren't available from the Hyatt Place front desk person, especially if you happen to call at night due to time(zone) constraints and reach the student studying for their finals while guarding the desk. Or if you call during the check-in or check-out rush and the front-desk person is busy with other stuff that must be handled synchronously, unlike some simple or complex question like in the OP which doesn't require an instant reply.

    It's 2014. I don't understand why a hotel or other business would not want to to offer email or equivalent contact points to their (prospective) customers.
     
  15. Pizzaman
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    I'm guessing businesses like your typical Hyatt Place want to provide better communication options to their customers. I'm also guessing that the staffing at most Hyatt Place hotels likely would make timely, helpful replies to an e-mail account would be more difficult than it seems since they really don't have much in the way of people driving a desk. You could rely on front desk staff and a manager but those folks already wear multiple hats. Not saying it's impossible, just likely harder than it looks.
     
  16. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    If I was running a Hyatt Place, I'd handle the email queue myself. It's unlikely going to be a ton of emails each day. If the need arises, I would assign routine and non-urgent inqueries to the nightshift front desk person to respond. This would likely still pretty much ensure a 24 hour response time, which I would consider reasonable for most requests.

    Just what I would expect from a customer service business in the 21st century... (which started more than a decade ago).
     
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  17. tommy777
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    Riiiiight... If a receptionist can replenish water and sandwiches in the sales area, they can reply to an email with general questions like this if it's not posted on their website. The Hyatt Place properties I've stayed at, you'll see the person manning the reception area being online on the front desk computer the majority of the time he/she has downtime. There's absolutely no way to defend/explain why a hotel doesn't have an email address in 2014. This just blows me away.
     
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  18. davef139

    davef139 Gold Member

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    We all know how bad airline customer service is and how wrong they can be, do you really think some random front line employee is going to be much better?
     
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  19. HaveMilesWillTravel
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    So we think companies like Hyatt should just give up? Because another industry has shitty customer service?

    Yes, I think trained front line employees can provide decent customer service and answer routine emails appropriately.
     
  20. Wandering Aramean
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    Wandering Aramean Gold Member

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    But that's the person who is going to be replying to the emails, isn't it?? :confused:

    I think that it sets up a scenario where there's too great a potential for disappointed customers because they are not getting accurate or timely responses. We already see that frequently today with other industries where the person replying either doesn't understand the nuance or simply doesn't know the answer to the question. And I don't think that hotels are sufficiently different such that we could expect different results there.

    For simple questions it is easy. But you cannot expect to only receive simple questions.
     
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  21. HaveMilesWillTravel
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    Read my message again. It explicitly addresses that. The front desk person handles routine questions assigned by me (the manager).

    I am with Tommy - I don't really understand how anyone in this day and age can defend this. On an internet site...


    Hey, I am starting a new company called Flyertalk where people can call in and ask each other questions, chat with each other about their problems, and swap trips on how to earn more miles. All live and in real time via the the phone. It will be awesome.
     
    Last edited: Jun 4, 2014
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  22. mattsteg
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    mattsteg Gold Member

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    So you'd be up 24 hours a day in order to respond to emails or delegate them?
     
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  23. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    You, too, didn't read or understand my post, it seems. Look for the keyword "24 hr response time". Email by nature is async, and when I use it I don't expect to get a reply right away.

    Also think about how this can improve the customer service experience for everyone. No longer will you stand at the front desk trying to check in when I call with a question and the front desk person decides it's more important to deal with the guy on the phone than the customer standing right in front of them.
     
  24. HaveMilesWillTravel
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    And it isn't just the limited-service Hyatt Place in Chicago. Apparently the Grand Hyatt in downtown San Francisco doesn't have email either?

    grandhyatt.png

    But hey, at least I can join/like/connect-to/pin/tweet/plus/... them on every social network other than MySpace. :)
     
  25. tommy777
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    Maybe they are sick of folks like us contacting the hotel in advance trying to weasel our way in to an upgrade?? ;)
     
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