Hyatt’s customer service quality has declined significantly in the past year, as the company increasingly outsources support functions. Reports of frustrating interactions are rising, raising questions about whether the once-reliable assistance via platforms like X (formerly Twitter) is becoming unreliable.
The Problem with Outsourcing
The core issue isn’t necessarily outsourcing itself, but the cost-cutting that often accompanies it. While efficient outsourced agents can deliver quality service, many lack adequate training and clear authorization. This results in basic inquiries going unanswered, multiple contradictory responses, and wasted customer time.
A Recent Case: Basic Information Misunderstood
One Hyatt Globalist member recently experienced exactly this. He attempted to confirm whether the Hyatt Centric Delfina Santa Monica is classified as a resort. This matters because Globalist members are guaranteed 4 PM check-out at non-resorts, but only receive it on availability at resorts. Despite three separate attempts, the X account representatives gave inconsistent answers.
- The first representative incorrectly stated the hotel was not classified as a resort, denying the benefit.
- The second confirmed the benefit but emphasized it was subject to availability.
- The third finally corrected the first representative, but still noted that the benefit was “based on request and availability.”
This simple question required escalation to a manager before a clear answer was provided, wasting the customer’s time and undermining trust in the service.
Alternatives and Workarounds
Hyatt’s internal support options aren’t much better. The Globalist line often requires excessively long hold times (over an hour in some cases). The “My Hyatt Concierge” service, while staffed by polite representatives, typically responds days later, making it unsuitable for time-sensitive requests.
The most effective method appears to be calling the general My Hyatt Concierge line, which still has some direct agents who can resolve issues more efficiently.
Why This Matters
The decline in customer service is a growing trend in hospitality. Outsourcing reduces costs, but often at the expense of quality. As loyalty programs like World of Hyatt rely on perks like late check-out, inconsistent or incorrect support can erode customer satisfaction and brand loyalty.
The bottom line: Hyatt’s shift towards outsourced customer service has demonstrably lowered support quality. While not all agents are ineffective, the lack of training and clear authority leads to frustrating experiences for even its most loyal customers.
