In the past year, it has been noticed that there has been a change in the customer service provided by Hyatt. The company was known for its fast and efficient customer service, but it has been noticed that the company has started outsourcing its customer service operations. This has led to a perception that the company is not responsive and efficient in its customer service.

Let’s take a closer look at what’s happening and why guests are starting to question the Hyatt experience.

When Messaging Hyatt Goes Wrong

For several years, the social media presence of Hyatt, particularly the @HyattConcierge handle on X (formerly Twitter), has been a wonderful resource for members to get their questions answered quickly without having to make a phone call to customer service. Even relatively simple questions, like answering benefits or checking a reservation, could be answered in two messages.

However, one experience from a Hyatt customer is a problem with this particular customer service option. The customer wanted to check if the Hyatt Centric Delfina Santa Monica is a resort. This is important information for World of Hyatt Globalist members. Why? Because World of Hyatt Globalist members get late checkout at 4 PM at non-resort properties, but only based on availability at resorts.

The Confusing Exchange

The question asked by the guest was very simple, but it took a few answers from different representatives before the issue was clarified. Here is a summary of the events:

• First question: Is the Hyatt Centric Delfina Santa Monica a resort for the Globalist 4 PM late checkout?

• Representative response: “Confusingly, they said the property is not a resort, but late checkout is not applicable.”

• Customer follow-up: Asked for confirmation, with emphasis on the fact that if it’s not a resort, then the late checkout should apply.

• Second representative response: Partially answered the question and linked to benefits but suggested pre-requesting late checkout.

• Escalation request: The customer asked to speak with a manager in order to get a clear answer.

• Final clarification: The advantage of late checkout until 4 PM does apply for Globalists, although it is always subject to request.

What was supposed to be a straightforward yes or no answer became a procedure, indicating some training or communication problems with the outsourced staff.

The Impact of Outsourcing on Service Quality

One of the reasons that could be a factor in these issues is the outsourcing of customer service by Hyatt. While outsourcing customer service can be a great way to cut costs, it could also mean that the customer service is not as quick, reliable, or knowledgeable about company policies.

Historically, the process of contacting the customer service department at Hyatt could result in rapid and knowledgeable help. Currently, customers are experiencing longer wait times, confusing responses, and problems with resolving even the simplest of issues. Some loyalty members have reported cases of spending an hour on the phone or sending multiple messages to confirm a basic benefit.

Even the My Hyatt Concierge program, which is expected to be a personalized service for its members, has some limitations. Although the concierges are always very polite, the turnaround time takes a few days, which makes it very difficult to use them for urgent issues such as the application of a Suite Upgrade Award or same-day requests.

What This Means for Guests

For loyal customers of Hyatt, this can be a frustrating experience. Customers who were using the convenience of social media messaging or concierge services now have to face more hurdles. This experience also emphasizes the trend in the hospitality industry that cost-cutting measures sometimes affect customer satisfaction.

Travelers who wish to avoid frustration are increasingly adopting strategies such as:

• By dialing the general Hyatt hotline directly, which will often connect them with more knowledgeable, non-outsourced representatives.

• Requesting confirmation in writing for critical benefits such as late checkout or room upgrades.

• Being patient but persistent, recognizing that several follow-ups may be needed.

While these steps are beneficial, they are not a complete alternative to the smooth service that many customers had been accustomed to.

Broader Implications for Hyatt

The outsourcing decision made by Hyatt is a consequence of the company attempting to find a balance between being cost-effective and providing good customer service. Outsourcing is not always a bad practice because it can help companies extend their services and reduce costs. However, if outsourcing is mainly done for cost-saving reasons without proper training and supervision, it may result in a decline in customer service.

This is particularly true in the luxury and premium hotel industry, where service quality is a source of differentiation. Unlike budget hotels, Hyatt has to compete not only on location and facilities but also on reputation for service quality.

If customer service is not consistent, it could affect brand loyalty. Customers who are confused or experience delays in customer service may look at other hotel chains that appreciate in-person or highly trained customer service, especially if the customer is a loyalty member with elite status benefits.

Is This the “New Normal”?

The problem with the service quality of Hyatt is whether this is a short-term issue or the beginning of something new. The outsourcing is not going to reverse, so people will have to adapt to it. Nevertheless, the concierge staff and social media staff of Hyatt are still competent and professional. The issues appear to be more about training and expenses rather than a lack of care.

The takeaway for the traveler is simple: plan ahead and set the right expectations. For instance, making requests for late check-out and upgrades well in advance, taping conversations, and utilizing various means of communication (phone calls, social media, emails) can help alleviate frustration. 

Bottom Line:

Hyatt has always been recognized for its customer service that complements its luxury hotels. However, recent experiences have shown that outsourcing may be impacting the quality and timeliness of the service. Even simple inquiries, such as confirming whether a hotel is eligible for certain elite benefits, may take several messages to resolve. 

While the steps that Hyatt has taken in order to reduce costs are certainly understandable from a business perspective, it is necessary for guests to be prepared for the potential reality of a less seamless experience when it comes to service. While the @HyattConcierge handle on X may still be a resource that is worth using for more general types of inquiries, for more complex or time-sensitive types of questions, the best course of action is still to call the main concierge number. 

In the end, Hyatt is still a great brand with a loyal customer base, but the new customer service structure may require that members be more proactive and strategic in their approach.