banzani

I said 'good change for me' and not 'good change for everybody'. I think I should be entitled to such statement. I just had the first BRG approved, and it took me 3 minutes to fill the form, rather than arguing and holding on the phone for 30 minutes.

777 global mile hound

Its my belief that good customer service allows customers to have a choice
There will be situations when one is traveling that wont be practical or possible

stiwi

Mine first BRG through the claim form was approved after 20 hours.

777 global mile hound

What happens for it takes so long and the lower rate were to change online in the interim?

rcs85551

That's what I wonder, too.

I submitted my BRG more than 24 hours ago and have not heard back, so Hyatt is apparently not able to fulfill their promised 24 hour turnaround time...

So far, not happy with the new process.

Stay is for this upcoming Saturday by the way...

stiwi

I don't know, my BRG rate on 3rd party website didn't change luckily. I am sure they have some teething problems with this BRG. I was assured my BRG claim will be processed as soon as they receive it but despite this it took them 20 hours... That's not funny, especially that it was for tomorrow's check in

From best to worst BRG handling it seems. SPG is a pure pleasure with usual turnaround of 4 hours and literally few clicks to submit the claim instead of filling everything manually. I know it takes 3 minutes or so but it could at least take your GP passport basic personal details of your name and email address from your account.

There is not even a confirmation email and number confirming that BRG was submitted and is being processed. So if you like to follow up on it, good luck.

rcs85551

Quick update - BRG approved after ~27 hours.

kirtaeb

I have my BRG claim honored, after about 26 hours, for the wrong dates!
The rep was so kindly put this in the closing email:

"Please let us know if we may be of any other assistance, or if you should have any questions regarding your upcoming stay!"

But then she failed to leave me her phone number or email to contact her regarding the inaccurate dates.

I tried replying to the email from hyatt service desk about 12 hours ago and have not heard from them yet. I am not sure what's their policy about this. ��

hailstorm

Well, there's bound to be a few kinks at the beginning of any new system, but just remember that it's all for the greater good of the people that Hyatt cares about most: its shareholders.

kirtaeb

Quick update - problem solved after 31 minutes phone call

lawyertalk

At around 16 hours so far. Over 15 hours longer than it would have taken before. We'll see if they can do it at least within their promised 24-hour turnaround.

lawyertalk

Can't be too dissatisfied at this point. Tried two BRGs. It took about 19 hours for responses. Both were approved--one without problem, the other with the incorrect cancellation policy (BRG dept. claimed it was advance purchase but the comparison site was actually prepaid but refundable). Able to get it fixed with an eight-minute call (less time than my old by-phone BRGs).

The process seems to be just like SPG's, and it's working out okay for now, but I'm sure it'll be problematic at times with quick-disappearing rates.

md25

Exactly - it's always been a great benefit to be able to call in and get something taken care of in a matter of minutes, particularly when you find an especially good rate. This introduces a much greater level of uncertainty in the process.

suite2suite

So far, not hearing much about BRGs being denied.
Wondering if any of the reasons for denial are explained in the agent's response email!

dlandz

I spoke to them and it seems their new official policy is to direct you to the online form unless your desired booking is within the next 24 hours.

That being said I called 3 separate times, the first 2 I had issues with BRG because otel.com was being spotty (maybe my computer had the room on hold), the third person is the one who informed me of the policy, I spoke to her manager and she confirmed that will be the new policy but was able to get it done for me over the phone.

I'm sure we will be directed more to the form going forward, but I think it is useful to keep that phone number in handy just in case you run into any problems