Hyatt Concierge on Twitter has come to the rescue again: ultra responsive and good at resolving yet another points posting problem from The Shop at Andaz Fifth Avenue.
Last week, after enjoying taking the munchkin ice skating (for the very first time) at Bryant Park, we were all ready to warm up. Since I had a Hyatt Gift Card on me (thanks to last year's promo of 10% off Hyatt Gift Cards, Gift Checks and Stay Certificates) we decided to stop in at The Shop at Andaz Fifth Avenue for some hot chocolate.
After we were seated and asked to see the drinks menu, we found the hot chocolate and ordered it. Our server looked flustered, and said he wasn't sure they could make it, since the espresso bar was closed for the day. In typical New Yorker fashion, I suggested that it should be doable if they had any milk and chocolate lying around, and if need be I could come into the kitchen to help.
Fortunately our server found some cocoa and made our hot chocolate (or more accurately, hot cocoa–the munchkin liked it, but for real hot chocolate, I recommend you stop by City Bakery–see Can't Miss Best Chocolate Desserts in New York…but I digress).
Our server didn't come back even once to check on us, so I got up to find another server and presented her with my Hyatt credit card with my Hyatt Gold Passport Number, as well as the Hyatt Gift Card. I told her I wanted to use my Hyatt Gift Card to pay, and wanted Hyatt points, including my Hyatt Platinum bonus points, for the transaction. I probably went over this three times with her, since just over a year ago when first reviewing The Shop at Andaz Fifth Avenue, my Hyatt points for dining there had never posted.
Who knew that processing a Hyatt gift card would be rocket science? We waited for around 10 minutes, then got up to see if anything was being done to process our bill, and of course nothing was. Only by standing by “reception” where there were some ipads and staff milling about, and asking for help again, was anything actually done.
And of course 5 days later, given that it's the last day before the Hyatt Award Chart Devaluation, and seeing that no points had posted to my Hyatt Gold Passport account, I reached out to Andaz Fifth Avenue, by tweeting and sending a direct message to its Twitter account. Silence. Fortunately, I'd copied @HyattConcierge and less than half an hour later was offered assistance. Ok, so not quite as rapid as @AAdvantage, where I've literally gotten a response within 1 minute, but still great and much appreciated.
The upshot was that I was offered 1000 Hyatt points for points that should have posted and the inconvenience, which I view as fair, given that we're talking about two hot chocolates + tax and tip. I certainly appreciate the help from Hyatt Concierge, although I think we'll be giving The Shop at Andaz Fifth Avenue a miss in the future–it just doesn't seem to have its act together.
What's been your experience getting help from @HyattConcierge or other hotel twitter accounts?
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