Test Driving Requests On The New Hyatt App
Hyatt rolled out their new app a few weeks ago with a bunch of new features. At first, the biggest thing I was attracted to was the 500 bonus Gold Passport points I could earn on each reservation this fall. It’s been a while since a hotel chain or airline has offered bonuses for something like this, and it’s a nice opportunity to build up your points balance.
They also added some features that members will find useful:
- You can request certain items from your hotel during a stay by submitting the request using the app. So, instead of calling the front desk you can use the app to request towels, toothpaste, etc. I really like this from a time savings standpoint. I haven’t had a chance to try this but will test it on an upcoming stay.
- You can check-in and check-out using the app. Hyatt already had a decent online check-in process where they would send you a link prior to arrival and on your day of check-out. But, sometimes I can’t find the e-mail when I finally have a moment to check-out. It’s a bit more convenient to find it in the app.
- You can also connect directly with Hyatt via FB Messenger or Twitter. I really like this one for complaint resolution where you’re just not getting what you need from the property. That’s something that very infrequently happens to me at Hyatt (I can’t actually recall the last time I had an issue that wasn’t quickly resolved), but it’s nice to have that shortcut built-in.
Since I had a Hyatt stay earlier this week, I decided to give the requests feature a test drive in the new app. I checked into the Hyatt Regency Denver and opened up the app. Once I tapped on my existing booking, I had access to a list of options:
From there I chose the “Requests” option. That brought up a list of categories to choose from:
Below are some examples of various items you can request, followed by my actual requests.
I chose pillows, and just to make sure it would let me order from two separate categories, I requested toothpaste.
The confirmation message let me know that the request part had working successfully. Now, for the waiting. Except it really wasn’t. Less than 10 minutes later there was a knock on the door and a hotel employee with my items:
A Successful Quick Test
The request process was simple and straightforward. I don’t have an aversion to calling someone to make a request, but that can present some annoyances. Whether it’s an operator not picking up the phone or a staff member bringing the wrong item due to a miscommunication (or a dead battery on the cordless phone in my room), I’ve had my share of times when the old-fashioned way just didn’t work.
Hyatt has taken the guesswork and pain points out of the process by simplifying it in the app. This was only a test at a single property and I’ve had plenty of good service there over the years. I’ll be testing it at some different properties in the upcoming weeks and I’ll report back if the behavior differs. I’ll also test whether I can request items on my date of arrival before I get to the hotel.
I’m not sure if the list is the same at all properties, but I think it’s cool to see things like free weights on there. I’ve requested things like humidifiers in the past, especially in a dry climate like Denver.
Next time you have a stay, give it a try and report back.
Are you supposed to tip the employee that brings the items?
harv, I’m honestly not sure of the answer to this. I go back and forth, mostly depending on the responsiveness and attitude of the person delivering.
an excellent use of technology. saves time, avoids confusion and clearly indicates what the hotel does or does not have available for guests. some things, like free weights or a yoga mat might not even occur to many visitors who in fact would appreciate having them. terrific way to build loyalty and positive word of mouth.
Ira, there were quite a few items I didn’t expect (free weights, yoga mat).
Hi does this only apply to certain brands in Hyatt? e.g. will this feature be available for like Hyatt Place or Hyatt House brands?
Cheryl, my understanding is that it’s rolling out slowly to all properties, augmenting the current system to request items from the front desk as part of the “Hyatt Has It” program. I do have a Hyatt Place stay coming up where I’ll try to test it and report back.