It’s been ten days now since Hyatt Hotels launched the new World of Hyatt loyalty program after they scrapped the popular Gold Passport, much to the disdain of their customers.
The LoyaltyLobby Team has since stayed at various Hyatt Hotels around the world to test how the properties behave when it comes to the new benefits of Hyatt Globalist such as suite upgrades.
The Hyatt program was very popular for many years even though award categories crept up over the years and hotels often try to cheapen out on benefits promised under the elite schedules.
A few weeks ago Hyatt sent out an email outlining the benefits of the new elite levels including Hyatt Globalist (former Diamond). See our article about it here.
Since then the new loyalty scheme started and as promised by Hyatt the free night for hotels Cat 1-7 has already been deposited into the account, just as the four Suite Upgrade Certificates.
The new benefits have also been in effect since March 1st which are the following for Globalist members.
The most critical issue under this new framework will be the unlimited suite upgrade perk subject to availability at the time of check-in.
Here our experiences during the past ten days:
Park Hyatt Abu Dhabi: No Suite Upgrade offered, when pushing the front desk a spacious full front sea view was offered which was quite nice and satisfactory. Used 4PM Late Check-Out. No welcome amenity whatsoever, not even a welcome letter.
Hyatt Capital Gate Abu Dhabi: Suite Upgrade offered at check-in and the Duty Manager welcomed me enthusiastically as ‘the second Globalist member the hotel received’. Great service!
Hyatt Regency Sydney, Darling Harbor: Suite on a lower floor offered but it didn’t have a balcony so Kevin declined the Suite Upgrade. He mentioned the new lounge is pretty nice.
Grand Hyatt Bangkok: Grand Executive Suite offered. No complications.
Grand Hyatt Singapore: No Suite Upgrade offered, but placed in “Grand Deluxe” room which they consider a Junior Suite. Same upgrade as Diamond and room type is truer to an actual suite than other properties so-called “junior suites”.
Grand Hyatt Kuala Lumpur: No Suite Upgrade offered. Hotel argued with the guest that no suites are available despite online booking options showed Grand Suites for sale. After pushing them management reluctantly gave out the suite and then hassled the guest for company ID corresponding to his rate which he was able to provide.
I really don’t like the complete absence of any form of welcome recognition at some hotels such as the Park Hyatt Abu Dhabi which (let’s be honest) isn’t a ‘real’ Park Hyatt in my opinion to begin with. Such resorts should not bear the Park Hyatt brand.
As expected the experience of our test stays so far is mediocre to average at best. I talked to many hotel managers and my assessment and advise to them was that customers, especially former Diamond and current Globalist elites will push the property for each of the benefits after Hyatt already scrapped many of the nice perks such as the welcome amenity of either points or food and beverage.
If hotels don’t like this then their beef should be with Jeff Zidell and his team, not the guest who themselves feel to be on the short end of the stick. Have you stayed at a Hyatt hotel as one their new elite levels? What was your experience?