Originally Posted by
Viks
Got a response from Attorney General's office that they have contacted Hyatt, then some days later from a reasonable person at Hyatt. She recognized that the replies I was getting from the BRG agents were incoherent, offered me some points (which I accepted) for the frustration experienced and promised they will look into procedures how BRG claims are reviewed (including the overly broad definition of 'membership'). I'll believe it when it happens, but at least I'll give Hyatt another try the next time the location is more convenient than other chains. Turns out there are people capable of logical thought if you go up enough in Hyatt's hierarchy.
Unfortunately the date of my planned stay had already passed. I don't know if she would have reinstated the reservation and approved the claim if it was still in the future.
Good job. Yeah it's the same as in any big company. Once you go up the hierarchy to someone who barely have any customer contact they always listen and respond in a good manner but barely anything happens.
With my case; I pm:ed WoH-Concierge here on Flyertalk my story but they answered they don't handle BRG-cases but forwarded my email to a supervisor in the german Brg team (not sure why the german team as my claim and 3rd party was both in english). This was two days ago. No respond yet but will wait for a week.
Sum it all up, Hyatt BRG is a big mess. Excellent hotels but poorly customer service from their HQ in Omaha. Their brg-agents will do anything to deny your claim and even make up lies about the 3rd party site. Once you prove they are wrong with quotes, screenshots and anything they never reply back and put the lid on. These are the two brg terms they prefer to deny cases with, especially Hyatt rates with flex reservations:
*Payment is in advance and not at check in - who cares if it's cancellable??
*Membership registration after you make a reservation on 3rd party site - who cares if the rate is lower??