This week is the first time I filed a Hyatt best rate guarantee claim since they moved to online claim service last year. I booked Hyatt Regency Vancouver for $239 CAD and filed a best rate guarantee claim against a flexible cancellation room for $101 USD on Kayak.com via getaroom.com. My last Hyatt BRG claim was made in May 2015 and took about ten minutes on the phone to be approved.
I received an email from Hyatt Service Desk four hours after submitting my claim Tuesday night, April 7, stating the agent was unable to verify the claim and she could not open my image attachment.
The first hassle was the Hyatt Best Rate Guarantee claim form requires submitting a screenshot image of the lower rate.
That turned out to be far more difficult than I imagined since PNG images are not accepted. Why does a screen shot matter anyway? No other hotel chain asks for or accepts screenshots as evidence of a lower rate.
The issue of the Hyatt agent not finding the lower rate baffles me. The rate was there Tuesday night and Wednesday morning and is still there as I write this post.
It has now been over 36 hours since I filed my best rate guarantee for Hyatt Regency Vancouver. I resent a PDF image of the screenshot seen above over 24 hours ago to Hyatt in reply to the email.
Not sure why the Hyatt agent cannot see the rates on Kayak.com that I see. Hyatt is the fourth hotel shown on the page I see for a Vancouver search.
My Hyatt Best Rate Guarantee claim would have been resolved in ten minutes back when Hyatt Best Rate Guarantee was handled by phone service. I am missing Hyatt’s best rate guarantee phone service.