So I'm pretty new to this chain and used to getting BRG replies within hours at Starwood. Anyway I submitted a claim now a week and a half ago, still no response at all. After five days with no reply I sent a separate custom service request to follow up on the BRG and another question that I had. Still haven't heard a sound from them. Not the best first impression of this program. Thankfully I booked a fully refundable rate, as I'm seriously questioning getting involved with them at all at this point.