Another way Hyatt puts international customers at a disadvantage: BRG claims
Jun 15, 2013, 7:49 am
#1
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Another way Hyatt puts international customers at a disadvantage: BRG claims
So I found a 165 vs. 180 Euro rate for the Hyatt Regency Cologne on lastminute.de. I tried to call the BRG hotline to make a BRG claim. The (friendly) guy said he doesn't speak German and therefore cannot process the claim.
My suggestion of Google Translate fell on deaf ears.
So basically, if the website is not in English, you are screwed and cannot make a BRG claim, because they won't let you call your national hotline for that - only the "BRG experts" in the US are authorized to process those claims.
Hyatt needs to wake up and realize that with the credit card in the US, much more expensive properties in Europe, but the same qualification requirements in terms of nights and stays, and less benefits for European members (one thing has just been adjusted with the 1,000 points welcome amenity choice), they are going to lose out in Europe.
Anyway, I booked the Radisson instead now.
My suggestion of Google Translate fell on deaf ears.
So basically, if the website is not in English, you are screwed and cannot make a BRG claim, because they won't let you call your national hotline for that - only the "BRG experts" in the US are authorized to process those claims.
Hyatt needs to wake up and realize that with the credit card in the US, much more expensive properties in Europe, but the same qualification requirements in terms of nights and stays, and less benefits for European members (one thing has just been adjusted with the 1,000 points welcome amenity choice), they are going to lose out in Europe.
Anyway, I booked the Radisson instead now.
Jun 15, 2013, 8:04 pm
#5
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The same thing happened to me when I found a BRG rate on a German site for the Park Hyatt Tokyo. I was told that they couldn't process a foreign language site, but I could take it up with the German office.
I called the German office (the lady spoke English), and while she couldn't adjust the rate directly, she verified the lower rate and sent notice to Hyatt's BRG team to change the rate. The rate was updated with 20% BRG discount the following day. ^
I imagine that you could do the same by calling Hyatt Japan.
Jun 16, 2013, 4:50 pm
#6
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So I found a 165 vs. 180 Euro rate for the Hyatt Regency Cologne on lastminute.de. I tried to call the BRG hotline to make a BRG claim. The (friendly) guy said he doesn't speak German and therefore cannot process the claim.
My suggestion of Google Translate fell on deaf ears.
So basically, if the website is not in English, you are screwed and cannot make a BRG claim, because they won't let you call your national hotline for that - only the "BRG experts" in the US are authorized to process those claims.
Hyatt needs to wake up and realize that with the credit card in the US, much more expensive properties in Europe, but the same qualification requirements in terms of nights and stays, and less benefits for European members (one thing has just been adjusted with the 1,000 points welcome amenity choice), they are going to lose out in Europe.
Anyway, I booked the Radisson instead now.
My suggestion of Google Translate fell on deaf ears.
So basically, if the website is not in English, you are screwed and cannot make a BRG claim, because they won't let you call your national hotline for that - only the "BRG experts" in the US are authorized to process those claims.
Hyatt needs to wake up and realize that with the credit card in the US, much more expensive properties in Europe, but the same qualification requirements in terms of nights and stays, and less benefits for European members (one thing has just been adjusted with the 1,000 points welcome amenity choice), they are going to lose out in Europe.
Anyway, I booked the Radisson instead now.
Jun 17, 2013, 2:34 am
#8
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Jun 18, 2013, 12:12 pm
#9
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So to sum it up: Hyatt was more expensive so you went with Radisson. BRG policies hardly have anythithing to do with it.
It would be nice to have cash and points at hyatt though - i would rather have that than brg in german...
It would be nice to have cash and points at hyatt though - i would rather have that than brg in german...
Jun 18, 2013, 5:48 pm
#10
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You summed up incorrectly. I would have booked Hyatt if the BRG claim had gone through.
Jun 18, 2013, 6:05 pm
#11
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Jun 19, 2013, 12:54 am
#12
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Really... Hyatt specifically stated that for BRGīs you should call the US number, withing 24hours even. Nowhere is there any mention of only accepting BRGīs in English.
What about a little customer service that the BRG line contact Germany themselves, or even when in doubt just approve the claim. Every English speaker can see whatīs on a German website without any problem or can use Google translate.
The simple fact is they will try every excuse to deny a BRG. Itīs one of the worst implemented policies of Hyatt for me. I hardly ever tried to use it but was rejected with BS reasons the few times I did. Now I just book with others, even when I see a lower Hyatt rate elsewhere...
What about a little customer service that the BRG line contact Germany themselves, or even when in doubt just approve the claim. Every English speaker can see whatīs on a German website without any problem or can use Google translate.
The simple fact is they will try every excuse to deny a BRG. Itīs one of the worst implemented policies of Hyatt for me. I hardly ever tried to use it but was rejected with BS reasons the few times I did. Now I just book with others, even when I see a lower Hyatt rate elsewhere...
Jun 19, 2013, 1:20 am
#13
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Google Translate is certainly not legally valid, and also interferes with the workings of a site so that you usually cannot verify the ability to book with it anyway. Directing the approval to more knowledgeable local staff seems reasonable to me...or should Hyatt give me the benefit of the doubt if I find a Swahili site offering the Park Hyatt Maldives for a dollar a night?
Jun 19, 2013, 2:55 am
#14
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What you don't seem to get is that others might have had a different experience as your own.
The OP never indicated the offer was made to have the German team evaluate the BRG. Nor is there any indication on the website that BRG claims are handled anywhere else than in the US, nothing about "foreign" language sites either... Do you really think that someone who has already made the effort to call wouldn't make another call to Germany when that was offered?
And that mirrors my own experiences that most agents are simply looking for a reason to reject the claim.
The OP never indicated the offer was made to have the German team evaluate the BRG. Nor is there any indication on the website that BRG claims are handled anywhere else than in the US, nothing about "foreign" language sites either... Do you really think that someone who has already made the effort to call wouldn't make another call to Germany when that was offered?
And that mirrors my own experiences that most agents are simply looking for a reason to reject the claim.
Jun 19, 2013, 9:47 am
#15
Join Date: Jan 2008
Posts: 3,578
I have few issues with Hyatt's BRG. I mean, they are generally pretty reasonable on most things and not over the top in their attempts to disregard honoring a claim. Try IHG on the other hand, who does accept sites in any language but...they will do ANYTHING to not honor a BRG...and I mean anything. Way more stressful, and I would rather just have Hyatt stay the way it is, and if that means I can call Hyatt Germany and STILL get it honored if I want...that is fine with me.