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Hyatt And MGM Resorts Answer Additional Questions From Live Chat

Discussion in 'Hyatt | Gold Passport' started by Pizzaman, Sep 17, 2013.  |  Print Topic

  1. Pizzaman
    • Original Member

    Pizzaman Co-founder

    In case you missed it, Milepoint hosted Jeff Zidell from Hyatt Gold Passport and Scott Voeller from MGM Resorts for a live chat a few weeks ago.

    The full chat can be seen here.

    The question and answer thread can be found here.

    There were lots of questions Hyatt and MGM Resorts couldn't answer in an hour, but they've been working on answering as many as possible. We've received those answers and we'll be posting them in smaller chunks in this thread.
     
    mo26, airshadow, uggboy and 3 others like this.
  2. Pizzaman
    • Original Member

    Pizzaman Co-founder

    What drove this partnership?

    Answer: MGM Resorts International’s goal in creating partnerships, such as the one with Hyatt, is to bring more value to a customer’s M life membership. By partnering with like-minded companies with great products and services, we are hoping to drive more loyalty to our properties, more frequent visits and potentially sign up more loyalty centric customers. Selecting Hyatt as our resort partner was generated more on Brand Alignment and customer loyalty than anything else. We wanted our M life members to have a great experience regardless which property they typically stay at. As for loyalty, the vast majority of our preferred partners have loyalty programs that are best in class, Thus, we wanted to partner with Hyatt because we believe they offer great value and service to our members.
    Hyatt’s relationship with MGM Resorts International underscores Hyatt’s focus on listening to guests and developing innovative strategies that set us apart and add value to loyalty program membership. We know The Las Vegas Strip is an important destination for our members, and now they will have the chance to earn points and redeem award nights at 12 outstanding resorts from Bellagio to MGM Grand to Mandalay Bay.
     
  3. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Is this a worldwide partner arrangement?

    Answer: There are no plans to extend this relationship to M life resorts outside of the US at this time. Our focus is to develop and enhance the relationship with Hyatt and the participating M life resorts in the US.
     
  4. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Do any MGM Resorts not participate in this relationship?

    Answer: Beau Rivage, MGM Grand Detroit and Gold Strike Tunica will be joining the relationship in 2014. Circus Circus, part of MGM Resorts International’s portfolio within the United States, is not an M life resort and therefore not part of this relationship. We currently do not offer the Hyatt partnership via our properties outside the United States.
     
  5. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Any plans to extend this partnership to good old Atlantic City (Borgata)?

    Answer: We do not have any plans to extend this relationship to the Borgata at this time.
     
  6. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Are the SKYLOFTS at MGM Grand participating in the relationship?

    Answer: Hyatt Gold Passport members can earn points for eligible stays at SKYLOFTS; however, at this time guests cannot book SKYLOFT accommodations on hyatt.com, and these rooms are not available for Hyatt Gold Passport redemptions.
     
  7. Pizzaman
    • Original Member

    Pizzaman Co-founder

    How will this relationship benefit existing members of both programs?

    Answer: Hyatt Gold Passport members will be able to earn and redeem Hyatt Gold Passport points at 12 iconic participating MGM Resorts destinations in Las Vegas, and M life members will be able to earn M life Tier Credits when staying at Hyatt hotels and resorts around the world. In addition, tier reciprocity allows members of each resort company’s loyalty program to opt-in for reciprocal Tier Status in the other program and potentially receive elite status during future stays. For more information on this process, please visit mlife.com/preferred partners or hyatt.com/mlife.
     
  8. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Do members in these programs have to opt-in manually or does the status match happen automatically and members are informed?

    Answer: The tier matching process is not automatic. No matter which loyalty program you are in, you must first enroll in the other loyalty program in order to receive your matched tier. Hyatt Gold Passport members, please visit hyatt.com/mlife to opt-in to a matched tier in M life. M life members, please visit mlife.com to opt-in to a matched tier in Hyatt Gold Passport. When your M life tier expires, you can opt-in again based on your current Hyatt Gold Passport tier status. When your Hyatt Gold Passport tier expires, you can opt in again based on your current M life tier status.
     
  9. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Will members have to choose whether to earn M life Tier Credits or Hyatt Gold Passport points?

    Answer: At Hyatt hotels and resorts, M life members must choose whether to earn M life Tier Credits or Hyatt Gold Passport points. At M life resorts, Hyatt Gold Passport members will earn both Hyatt Gold Passport points and M life Tier Credits.
     
  10. Pizzaman
    • Original Member

    Pizzaman Co-founder

    When you arrive at a hotel will you be recognized by your matched status with the property or your original status? e.g. Will you be treated as a Hyatt Diamond or M life Platinum at Aria?

    Answer: When on-property, you will experience the hotel benefits of that property and the loyalty program membership associated with it. For example, you will experience the M life Platinum on-property benefits at ARIA.
     
  11. Pizzaman
    • Original Member

    Pizzaman Co-founder

    If you don't opt in for matched tier, can you still get benefits on the property?

    Answer: If you do not opt in for a matched tier, you will receive the on-property benefits of the tier you belong to in that hotel’s loyalty program, as long as you are a member.
     
  12. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Does a person who "opts-in" take a chance on losing any benefits from either program?

    Answer: Members will not lose benefits in one program by being a member of the other.
     
  13. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Will there be a time that points can be transferred from one program to the other?

    Answer: The two programs have different platforms for earning. Hyatt Gold Passport utilizes points, while M life awards their guests with Tier Credits. Since the values of these platforms do not align, there are no plans to make them transferable between programs.
     
  14. Pizzaman
    • Original Member

    Pizzaman Co-founder

    When I stay at the properties, should I be asking for any of my benefits or will they be offered automatically?

    Answer:Assuming you’re a member of both programs and ask the Front Desk agent to place both your M life and Hyatt Gold Passport numbers on the reservation, when you stay at a Hyatt, you should automatically receive the benefits associated with your Hyatt Gold Passport membership level, and when you stay at an MGM Resorts destination, you should automatically receive the benefits associated with your M life tier level.
     
  15. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Do you anticipate benefits dropping due to the influx of new elites?

    Answer: We do not anticipate program benefit changes due to this relationship.
     
  16. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Can we link our recent past stays with Hyatt through M life in order to earn more credits?

    Answer: If your eligible stay was completed on or after June 20, 2013 and you were a member of both programs before time of check out, you can request credit for those past stays.
     
  17. Pizzaman
    • Original Member

    Pizzaman Co-founder

    When checking in to either a Hyatt or MGM Resort property, we give both our HGP and M life numbers to the front desk and do we THEN choose how we would like our points credited?

    Answer: For Hyatt stays, this is correct. Once you have presented both membership cards you will be able to choose which program you would like to earn credits for your stay. At M life resorts, members can earn both M life Tier Credits and Hyatt Gold Passport points for their eligible stay.
     
  18. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Will M life properties regularly count toward Hyatt promos requiring stays/nights, or are they going to most likely be excluded?

    Answer: As this is a new relationship, we are continuing to evaluate different promotions and offers in the coming year. MGM Resorts destinations are currently participating in Hyatt Gold Passport’s New Possibilities promotion, which runs through November 30, 2013.
     
  19. Pizzaman
    • Original Member

    Pizzaman Co-founder

    What are the connections between M life and Hyatt in regards to the gambling portion?

    Answer: Spend at MGM Resort casinos is not eligible for Hyatt Gold Passport earning. Additionally, M life Tier Credits can only be earned at Hyatt properties for eligible spend. Spending at Hyatt casinos and outside vendors is not considered eligible, as described in the Hyatt Gold Passport terms and conditions.
     
  20. Pizzaman
    • Original Member

    Pizzaman Co-founder

    When will we see the Hyatt and M life status matches in the respective accounts?

    Answer: Your matched tier should be reflected once you complete the process online. However, sometimes it can take a few hours to refresh on our server. If it is not reflected immediately, check back in a few hours. If it is still not reflected after that, please contact the matched company’s customer service.
     
  21. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Do both programs run the same term – e.g. does the MGM program run until Feb of the next year?

    Answer: Both loyalty programs award tier levels annually based on predetermined criteria. M life Tier Credits expire on October 1 each year, while the Hyatt Gold Passport program runs through February of each year. Guests must opt-in to each program every year.
     
  22. Pizzaman
    • Original Member

    Pizzaman Co-founder

    With so many M life tiers, has there been discussion of more Hyatt levels or less M life tiers?

    Answer: At this time, there are no plans to modify the number of tiers to either program.
     
  23. Pizzaman
    • Original Member

    Pizzaman Co-founder

    How is the Tier Reciprocity opt-in process completed?

    Answer: As a Hyatt Gold Passport member wishing to opt in to a matched tier in M life, log in to goldpassport.com, and then visit hyatt.com/mlife to match your current tier. Follow the steps indicated to complete the tier matching process.

    As an M life member wishing to opt in to a matched tier in Hyatt Gold Passport, log into mlife.com, click on the “Preferred Partners Page” and click “Unlock Your Hyatt Gold Passport membership.” Follow the steps indicated to complete the tier matching process.
     
  24. Pizzaman
    • Original Member

    Pizzaman Co-founder

    Are you willing to give a single point of contact at both Hyatt and MGM to resolve points posting issues and other customer service issues?

    Answer: At this time, there are no plans for a single point of contact for the relationship. Both Hyatt and MGM associates have been trained appropriately to handle all customer service issues and escalate to the appropriate party when necessary. Guests can contact Hyatt Customer Service at goldpassport@hyatt.com or 1-800-30-HYATT. Guests can reach MGM at comments@mlife.com or 866-761-7111.
     
  25. Pizzaman
    • Original Member

    Pizzaman Co-founder

    I called Hyatt Gold Passport today to link my NYE Mirage res (I booked on M life) with my Hyatt Gold Passport #. They were unable to do so. Will they be able to soon, or will we have to physically do it every time we walk into an M life property?

    Answer: If you do not make your reservation through a Hyatt channel (hyatt.com or a Hyatt Reservation Center), Hyatt Customer Service Associates will not have access to modify your reservation, so you will need to ask at check-in to add your Hyatt Gold Passport number to your stay. However, you can always call MGM Resorts International Call Center to add your Hyatt Gold Passport number prior to check in. If you link your Hyatt Gold Passport account to your M life account through the tier matching process, your Hyatt Gold Passport number will be saved for future stays.
     

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