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.
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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
May 12, 2016, 8:27 am
#2401
Join Date: Sep 2015
Posts: 73
When did they update the terms? Any source?
It is not in wiki.
May 17, 2016, 9:34 am
#2403
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
May 21, 2016, 3:22 pm
#2404
Join Date: Jun 2009
Programs: DL GM,Hyatt Explorist, Hilton Gold, Marriott Titanium, NEXUS
Posts: 281
So what happens if Hyatt refuses a BRG for a non-refundable rate. Are we able to get a refund? I would hate to get stuck with a reservation at a much higher rate just due to a denied claim.
May 21, 2016, 3:59 pm
#2405
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,916
If the BRG is rejected, you're stuck with the non-refundable rate you booked. That's the whole purpose of the new rules; Hyatt wants to deter us from making BRG claims.
May 21, 2016, 6:44 pm
#2406
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
2 attempts.
5/19 CTRIP showed $160
Submitted BRG denied
5/20 CTRIP showed $168
Responded to BRG with both screen shots, still denied.
"Thank you for your continued interest in our Best Rate Guarantee program. As communicated in the previous email English.ctrip.com does not immediately confirm reservations at the time of booking which is why the website is considered not immediately bookable. It takes 4 to 24 hours for reservations made on English.ctrip.com to be confirmed. You may submit another claim and we will gladly review the claim.
Please let me know if you have any additional questions."
Any way to escalate or don't waste my time anymore?
As of Today CTRIP still shows $168
5/19 CTRIP showed $160
Submitted BRG denied
5/20 CTRIP showed $168
Responded to BRG with both screen shots, still denied.
"Thank you for your continued interest in our Best Rate Guarantee program. As communicated in the previous email English.ctrip.com does not immediately confirm reservations at the time of booking which is why the website is considered not immediately bookable. It takes 4 to 24 hours for reservations made on English.ctrip.com to be confirmed. You may submit another claim and we will gladly review the claim.
Please let me know if you have any additional questions."
Any way to escalate or don't waste my time anymore?
As of Today CTRIP still shows $168
May 21, 2016, 8:55 pm
#2407
Join Date: Aug 2012
Posts: 165
2 attempts.
5/19 CTRIP showed $160
Submitted BRG denied
5/20 CTRIP showed $168
Responded to BRG with both screen shots, still denied.
"Thank you for your continued interest in our Best Rate Guarantee program. As communicated in the previous email English.ctrip.com does not immediately confirm reservations at the time of booking which is why the website is considered not immediately bookable. It takes 4 to 24 hours for reservations made on English.ctrip.com to be confirmed. You may submit another claim and we will gladly review the claim.
Please let me know if you have any additional questions."
Any way to escalate or don't waste my time anymore?
As of Today CTRIP still shows $168
5/19 CTRIP showed $160
Submitted BRG denied
5/20 CTRIP showed $168
Responded to BRG with both screen shots, still denied.
"Thank you for your continued interest in our Best Rate Guarantee program. As communicated in the previous email English.ctrip.com does not immediately confirm reservations at the time of booking which is why the website is considered not immediately bookable. It takes 4 to 24 hours for reservations made on English.ctrip.com to be confirmed. You may submit another claim and we will gladly review the claim.
Please let me know if you have any additional questions."
Any way to escalate or don't waste my time anymore?
As of Today CTRIP still shows $168
May 22, 2016, 7:17 am
#2409
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,047
May 22, 2016, 7:24 am
#2410
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,047
Moreover, the agents give zero comfort that, if you book a prepaid rate, your claim will be approved.
I have to agree that this is all designed to be a deterrence. When Hyatt first brought in the online form, you would often receive an approval, subject to calling in to agree a change to the cancellation policy. (i.e. prepaid when the competing rate is prepaid)
May 25, 2016, 6:28 pm
#2411
Join Date: Dec 2013
Location: Midwest
Programs: DL DM
Posts: 401
Are bookings on kayak, when provided by another website, subject to the same issues?
Was denied a claim where the booking would have been made on Kayak.com without having actually going o the 3rd party site.
Denial was due to amoma.com requiring a membership...but this was through kayak???
Was denied a claim where the booking would have been made on Kayak.com without having actually going o the 3rd party site.
Denial was due to amoma.com requiring a membership...but this was through kayak???
May 28, 2016, 5:07 pm
#2413
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
Are bookings on kayak, when provided by another website, subject to the same issues?
Was denied a claim where the booking would have been made on Kayak.com without having actually going o the 3rd party site.
Denial was due to amoma.com requiring a membership...but this was through kayak???
Was denied a claim where the booking would have been made on Kayak.com without having actually going o the 3rd party site.
Denial was due to amoma.com requiring a membership...but this was through kayak???
BTW, when booking on Kayak you are in fact charged by the OTA and not by Kayak if I'm not mistaken. Kayak only offers the UI.
May 28, 2016, 9:02 pm
#2414
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
May 29, 2016, 7:03 am
#2415
Join Date: Dec 2014
Location: Switzerland; South Korea
Posts: 346
BRG refused from getaroom.com "because the getaroom.com rate includes breakfast and Hyatt.com does not"
Really? What kind of joke is this? It just became a double reason to book third party and not via Hyatt.
Really? What kind of joke is this? It just became a double reason to book third party and not via Hyatt.
