Thumbs down to Hyatt on this. I tried calling for a BRG for arrival on Thursday. While not technically 24 hours before, the phone agent refused to look at the claim. I tried to explain that the hotel hhas a 24 hour cancel policy and we'll be traveling for about 18 hours tomorrow evening until arrival and we'd like to make sure the hotel is taken care of before we depart.

Rude guy on the phone said that it had to be submitted online regardless or else wait until after midnight to call back. Seriously? It's 2 ours until midnight hotel time, and the agents know the approvals are running late. This is pitiful customer service.


ETA I waited the 2 hours and called back. I got the approval I needed and learned something too. Apparently the BRG line is now answered with reservations agents and you have to be put through to the BRG desk. They won't put you through unless you're asking for a claim review that arrives within 24 hours. I am VERY glad Hyatt will do this because it enables last minute BRG processing if need be. None of the other systems provide for this. I still don't like the new online form instead of a call because being in limbo is awful. But it's something I'm sure we'll get used to.