A couple months ago I was introduced to a new service Hyatt is offering on a trial basis called “My Hyatt Concierge.” I’m not sure exactly the reason why — perhaps because I spent a couple weeks this summer in mostly Category 5 and 6 hotels — but in any case I was a bit puzzled how I would use it. One Mile at a Time also got an invitation, and we were both stumped when asked about the service at the Chicago Seminars during a Hyatt breakout session.
It’s not that we don’t appreciate the offer. But we’re pretty well versed in booking our own rooms and searching for a good property and a good rate. If I have to do all the research anyway and then micromanage my request, what would I be saving?
Turns out that my concierge did come in useful a couple times. Usually I book myself, yes. But I’m not a fan of calling the reservations desk. It takes too long, and I avoid telephone calls in general. For an upcoming trip to London I already knew I wanted to stay at the Hyatt Regency London – The Churchill, I knew I wanted a Points + Cash rate, I knew I wanted to apply a Diamond Suite Upgrade award, and I knew my credit card was on file.
I essentially sent an email with only that information — a quick paragraph that took two minutes to write — before I went to bed and woke up to a confirmation email plus a nice reply from my concierge telling me it was all taken care of. That confirmation email even included an early check-in time to accommodate our flight from Seattle.
Granted, I assumed that a Points + Cash rate was available since this isn’t published online, but I had a good sense it would be. And sending an email, as I said, is much easier than waiting on hold for an agent to check. So I fired off another one asking him if he could check for Points + Cash space at another hotel for a trip in March.
No luck on that one. Despite providing two potential dates, there was nothing available. But my concierge went the extra mile and searched the entire month to let me know that even with a little more flexibility I would still need to consider another option. I haven’t ruled it out yet — March is a long way away — but so far my Hyatt concierge is living up to expectations …even if I don’t need to rely on him for every trip.
