Jan 16, 2014, 2:16 pm
Last edit by: coleslaw
Update in Hyatt BRG policy (April 2019): If your BRG claim is approved, you can choose either 5,000 World of Hyatt points or an additional 20% off the matched rate for your stay (defined as consecutive nights at the same location). Rates available on websites that require membership which is free of charge, or where membership is automatically created as part of the booking, are eligible for BRG claims.
.................................................. ..........
Recent Experiences Using the BRG (2018 and later)
YES
MAYBE
Update in Hyatt BRG policy (July 2017): if your BRG claim is approved, Hyatt will match the comparable lower rate, but will no longer offer a further 20% discount on the matched lower rate. Instead, after your stay on the BRG approved rate, you will receive a US$50 credit (or equivalent amount in the currency of your country of residence) to use on a future stay (completed within 12 months) booked on a Standard Rate, Advance Purchase Rate or Member Rate on Hyatt.com.
Q. How do I receive the $50 credit?
A. About 3-4 days after your BRG stay, Hyatt will email you a unique rate code to apply for your new reservation. You can either click on the link in the mail to book the reservation or manually enter it into the booking at Hyatt.com.
Q. Can I use the code more than once?
A. No. The code is invalid when it has already been attached to a reservation.
Q. Can I use the code to lower a rate like AAA or Double Points?
A. No. The BRG code books into its own unique rate class and can't be used with any other promotional rates.
Q. What happens if I cancel my reservation with the BRG code applied?
A. The code will can be re-used for another reservation. For this reason, DO NOT DELETE THE EMAIL FROM HYATT UNTIL AFTER YOUR STAY.
Q. What happens if a lower base rate appears available after I book the BRG rate?
A. You can cancel the first reservation (assuming there's no penalty) and then rebook using the code for the lower rate.
.................................................. ..........
If you are dissatisfied with the response to your BRG claim, and it was processed by the Hyatt Service Desk in Omaha (9805 Q Street), you can consider filing a consumer complaint (link to online form) with the Nebraska Attorney General's Office (Consumer Protection Division). Note that the online complaint form requires you to fill in a correspondence address in the US (though you can state a preference to receive correspondence by e-mail rather than by post). As reported in Post # 2691, if the AG's Office decides to investigate, it is possible that Hyatt will review your BRG claim again and, in addition, offer points for the inconvenience.
If your BRG claim was processed by the Hyatt Service Desk in Marion (1120 North Carbon Street Suite 70), you can consider filing a consumer complaint (link to online form) with the Illinois Attorney General's Office.
From Post # 12:
.................................................. ..........
Recent Experiences Using the BRG (2018 and later)
YES
- Hotels.com - April 2019
- Booking.com - May 2019
MAYBE
- Skoosh - April 2019 (initially rejected as "membership site" but approved on appeal)
- SnapTravel
Update in Hyatt BRG policy (July 2017): if your BRG claim is approved, Hyatt will match the comparable lower rate, but will no longer offer a further 20% discount on the matched lower rate. Instead, after your stay on the BRG approved rate, you will receive a US$50 credit (or equivalent amount in the currency of your country of residence) to use on a future stay (completed within 12 months) booked on a Standard Rate, Advance Purchase Rate or Member Rate on Hyatt.com.
Q. How do I receive the $50 credit?
A. About 3-4 days after your BRG stay, Hyatt will email you a unique rate code to apply for your new reservation. You can either click on the link in the mail to book the reservation or manually enter it into the booking at Hyatt.com.
Q. Can I use the code more than once?
A. No. The code is invalid when it has already been attached to a reservation.
Q. Can I use the code to lower a rate like AAA or Double Points?
A. No. The BRG code books into its own unique rate class and can't be used with any other promotional rates.
Q. What happens if I cancel my reservation with the BRG code applied?
A. The code will can be re-used for another reservation. For this reason, DO NOT DELETE THE EMAIL FROM HYATT UNTIL AFTER YOUR STAY.
Q. What happens if a lower base rate appears available after I book the BRG rate?
A. You can cancel the first reservation (assuming there's no penalty) and then rebook using the code for the lower rate.
.................................................. ..........
If you are dissatisfied with the response to your BRG claim, and it was processed by the Hyatt Service Desk in Omaha (9805 Q Street), you can consider filing a consumer complaint (link to online form) with the Nebraska Attorney General's Office (Consumer Protection Division). Note that the online complaint form requires you to fill in a correspondence address in the US (though you can state a preference to receive correspondence by e-mail rather than by post). As reported in Post # 2691, if the AG's Office decides to investigate, it is possible that Hyatt will review your BRG claim again and, in addition, offer points for the inconvenience.
If your BRG claim was processed by the Hyatt Service Desk in Marion (1120 North Carbon Street Suite 70), you can consider filing a consumer complaint (link to online form) with the Illinois Attorney General's Office.
From Post # 12:
If you can’t solve your issue (please mind Hyatt's Consumer Affairs Department assists us at 1-800-323-7249) here are some other resources:
Sound Off
Conde Nast's Traveler's "Ombudsman" column features a traveler's complaint column. Send in your complaint to Ombudsman, Conde Nast Traveler, 4 Times Square, New York, NY 10036.
Legal Options
Sound Off
- Contact Consumer Traveler (my pick: Christopher Elliott)
- Consumer Tools (My3cents.com is a leading source of consumer advice)
- Post a complaint for public view
- Consumer Comment Form (please mind: If you file a complaint it becomes property of “Consumer Affairs” and they are not obliged to remove it if you solve the issue)
Conde Nast's Traveler's "Ombudsman" column features a traveler's complaint column. Send in your complaint to Ombudsman, Conde Nast Traveler, 4 Times Square, New York, NY 10036.
Legal Options
- File a complaint at you state's attorney general's office
- Small Claims Court (link provides also a helping hand on how to resolve problem without going to small claims court)
- Federal Trade Commission (The FTC does not resolve individual consumer complaints.)
Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI
Apr 1, 2015, 5:41 pm
#1562
Join Date: Oct 2014
Location: SEA
Posts: 2,021
I just had a BRG experience that was new to me...
I received the following email approving the BRG:
Yeah!
But the rate I was matching was non-refundable. So I was nervous to book the non-refundable room online (what if they ended up not willing to match it), so I called in to the 1-800 number listed.
The first agent I got was a very quiet talker and a bit of a mumbler and I had a very difficult time hearing them.
I asked them if I could make a reservation based on the BRG claim (this is actually how I usually do my BRG reservations if I don't already have a reservation). The agent said that the reservation was in process and would take 24 hours to complete. I would then receive an email.
I have never heard this, and this is not what the email said. I always believed that you had to make the reservation and then call in to match it (or have the agent make the reservation on the spot for you).
I tried to explain this to the agent but they just kept repeating their prompt about the reservation is in process and it would take 24 hours and then I would receive an email.
Finally after explaining to them 3 times I said "thank you" and hung up (I never got their name).
I immediately called back and got a different agent who took care of making the reservation at the BRG rate.
I asked if my claim showed who I had previously talked to and it didn't. I think explained that the other agent was confused. This new agent said something to the effect of:
BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
I received the following email approving the BRG:
Yeah!
But the rate I was matching was non-refundable. So I was nervous to book the non-refundable room online (what if they ended up not willing to match it), so I called in to the 1-800 number listed.
The first agent I got was a very quiet talker and a bit of a mumbler and I had a very difficult time hearing them.
I asked them if I could make a reservation based on the BRG claim (this is actually how I usually do my BRG reservations if I don't already have a reservation). The agent said that the reservation was in process and would take 24 hours to complete. I would then receive an email.
I have never heard this, and this is not what the email said. I always believed that you had to make the reservation and then call in to match it (or have the agent make the reservation on the spot for you).
I tried to explain this to the agent but they just kept repeating their prompt about the reservation is in process and it would take 24 hours and then I would receive an email.
Finally after explaining to them 3 times I said "thank you" and hung up (I never got their name).
I immediately called back and got a different agent who took care of making the reservation at the BRG rate.
I asked if my claim showed who I had previously talked to and it didn't. I think explained that the other agent was confused. This new agent said something to the effect of:
BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
Apr 1, 2015, 6:44 pm
#1563
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
This new agent said something to the effect of:
BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
Apr 1, 2015, 8:52 pm
#1564
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 273
BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
Apr 1, 2015, 10:03 pm
#1565
Join Date: Oct 2014
Location: SEA
Posts: 2,021
Apr 1, 2015, 10:36 pm
#1566
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 273
Tell them you believe this is misinformation and that over time the quality not only of the BRG policy but primarily the quality and inconsistency of responses from the agents really worry you about the program... at least that's what I would say
Apr 2, 2015, 1:22 am
#1568
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 273
strange...you should have gotten an instant auto-reply with a case ID at least? I'm not going to keep pushing people to do this but I never relent from a support team until I get a response :P
Apr 2, 2015, 2:55 am
#1569
Join Date: Jun 2002
Location: BCT. Formerly known as attorney28
Programs: LH HON,BA GGL GfL,Hyatt LT Glob,Mrtt LT P,Hilt LT D,IC Amb,Acc P,GHA Tit,LHW Strlg,Sixt/Av/Hz D/Pres
Posts: 6,825
Apr 2, 2015, 7:52 am
#1570
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Good Morning Flyer Talkers!
As there seems to be some confusion, I just wanted to reach out and let everyone know that we have no immediate plans to change the Best Rate Guarantee process at this time.
Thanks!
As there seems to be some confusion, I just wanted to reach out and let everyone know that we have no immediate plans to change the Best Rate Guarantee process at this time.
Thanks!
Apr 2, 2015, 9:45 am
#1571
Join Date: Oct 2014
Location: SEA
Posts: 2,021
Thanks for clearing this up!! I was surprised to hear this from one of your reps. However, there is a clear pattern of misinformation coming from your HGP reps around BRG. On both my phone calls yesterday I received wrong information.
Apr 2, 2015, 2:21 pm
#1572
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 273
I haven't personally gone through the claim process lately but I hope these data points are looked at. The clear consensus over the last several pages of this thread is that the claims process has fallen apart
Apr 2, 2015, 7:30 pm
#1573
Join Date: Feb 2003
Location: MEL
Programs: Bonvoy LT Plat. WOH Glob. SQ Gold
Posts: 1,637
Applies to SPG as well, but I find the fact the any sort of "package" means a claim can't succeed to defy logic.
Looking at a future stay with a third party stay around $100 cheaper than Hyatt, but the third party rate included a F&B credit so not eligible.
I know this is clearly laid out in the T&Cs so no complaint on that front - just one of life's minor annoyances.
Looking at a future stay with a third party stay around $100 cheaper than Hyatt, but the third party rate included a F&B credit so not eligible.
I know this is clearly laid out in the T&Cs so no complaint on that front - just one of life's minor annoyances.
Apr 3, 2015, 12:31 pm
#1574
Join Date: Jun 2002
Location: BCT. Formerly known as attorney28
Programs: LH HON,BA GGL GfL,Hyatt LT Glob,Mrtt LT P,Hilt LT D,IC Amb,Acc P,GHA Tit,LHW Strlg,Sixt/Av/Hz D/Pres
Posts: 6,825
Applies to SPG as well, but I find the fact the any sort of "package" means a claim can't succeed to defy logic.
Looking at a future stay with a third party stay around $100 cheaper than Hyatt, but the third party rate included a F&B credit so not eligible.
I know this is clearly laid out in the T&Cs so no complaint on that front - just one of life's minor annoyances.
Looking at a future stay with a third party stay around $100 cheaper than Hyatt, but the third party rate included a F&B credit so not eligible.
I know this is clearly laid out in the T&Cs so no complaint on that front - just one of life's minor annoyances.
Apr 3, 2015, 1:41 pm
#1575
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
I'd like to see how Hyatt explains "Best Rate Guarantee" to a consumer affairs department based on that policy. I realize the title is only advertising, but . . .