Over the last year, Hyatt has delegated a considerable segment of its customer service functions, resulting in extensive reports regarding a drop in service quality. Traditionally, numerous customers have depended on the @HyattConcierge account on X for prompt customer service. However, recent exchanges, including one reported by an OMAAT reader, suggest potential concerns with this service as well.
The reader recounted a disappointing experience where his simple question about the classification of the Hyatt Centric Delfina Santa Monica was poorly handled by several representatives. Despite the question’s straightforward nature, the replies were inconsistent and perplexing, underscoring a downturn in the service quality delivered by the @HyattConcierge account.
This deterioration in service quality is not restricted to social media engagements. Following Hyatt’s initial outsourcing of its customer service, there were reports of extended call durations and challenges in resolving issues, such as utilizing Suite Upgrade Awards. Many customers now tend to shy away from phone interactions with Hyatt customer service due to these shortcomings.
Although the My Hyatt Concierge service is part of the Milestone Rewards program, it frequently lacks the responsiveness necessary for urgent matters. The general My Hyatt Concierge phone line, which still employs a few non-outsourced agents, appears to provide better service, yet it does not serve as a complete solution.
The outsourcing of customer service, while potentially budget-friendly, often leads to insufficient training and an emphasis on cost reduction, culminating in a drop in service quality. Customers are urged to share their experiences and tactics for navigating these obstacles, as many have observed a decline in Hyatt’s customer support across multiple channels.