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.
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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:
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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
Sep 28, 2011, 3:20 pm
#76
Join Date: Apr 2010
Posts: 161
I can't tell you how unhappy I am. I wish they would just MATCH the rate, I don't need the 20%, just let me book the lowest available rate and get credit/points.
I think at one time with the BRG specialist I was possibly told "Sorry sir, we can't match prices from websites that are on the internet"
Sep 29, 2011, 7:12 pm
#77
Join Date: Apr 2010
Posts: 161
Really???
I don't remember signing up with email etc.
And I have used hotel travel.com three times over the past month for
BRG so don't understand!
Just checked and I didn't have to sign up for an account with hotel travel.com.......just put in the information and up came the prices!
I don't remember signing up with email etc.
And I have used hotel travel.com three times over the past month for
BRG so don't understand!
Just checked and I didn't have to sign up for an account with hotel travel.com.......just put in the information and up came the prices!
How is that relevant? I looked at the t&c's and does that technically apply to this...
"Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Hyatt and a specified and limited group, and are not publicly available."
Sep 30, 2011, 2:30 pm
#78
Join Date: Sep 2009
Location: Australia
Programs: Qantas Platinum, Hyatt Lifetime Globalist
Posts: 359
You have probably done this already, but what I do is book the room I want (usually 6 months prior to our trip and usually the AAA rate which I think is pretty good anyway) and then keep searching EVERY day for a better price.
I have NEVER ended up paying the AAA rate.
One time I had a problem getting Hyatt AU to honour a BRG so I sent an email to the Gold Passport department questioning why I didn't get it.
It took quite a few emails, backwards and forewords, but it was finally honoured.
Hope you have the time to do this and hope you end up getting a great rate.
I have NEVER ended up paying the AAA rate.
One time I had a problem getting Hyatt AU to honour a BRG so I sent an email to the Gold Passport department questioning why I didn't get it.
It took quite a few emails, backwards and forewords, but it was finally honoured.
Hope you have the time to do this and hope you end up getting a great rate.
Sep 30, 2011, 4:35 pm
#79
Join Date: Apr 2010
Posts: 161
You have probably done this already, but what I do is book the room I want (usually 6 months prior to our trip and usually the AAA rate which I think is pretty good anyway) and then keep searching EVERY day for a better price.
I have NEVER ended up paying the AAA rate.
One time I had a problem getting Hyatt AU to honour a BRG so I sent an email to the Gold Passport department questioning why I didn't get it.
It took quite a few emails, backwards and forewords, but it was finally honoured.
Hope you have the time to do this and hope you end up getting a great rate.
I have NEVER ended up paying the AAA rate.
One time I had a problem getting Hyatt AU to honour a BRG so I sent an email to the Gold Passport department questioning why I didn't get it.
It took quite a few emails, backwards and forewords, but it was finally honoured.
Hope you have the time to do this and hope you end up getting a great rate.
I am going to email HGP. Overall, I'm disappointed with this and might just stay at the Westin and let my Hyatt Diamond trail lapse. Which is unfortunate.
Yesterday I got denied because they rooms didn't match. Standard for $70 less a night compared to King on Hyatt. This is in the terms but it is ridiculous since if I booked on the site I would get a King (minimal double/double at Grand Hyatt) and I don't care one way or the other! I just want the $100 room/night savings (after 20% off).
I wish they would just make the BRG easier and less rewarding, 10% off but make it like SPG, a significantly more "honorable" program.
Last edited by Amarante; Sep 30, 2011 at 4:45 pm
Sep 30, 2011, 6:46 pm
#80
Join Date: May 2010
Posts: 943
Booked at AAA at the Olive 8 (looking for BRG for the Grand Hyatt). I have searched every day at Hyatt and online. Wasting more time.
I am going to email HGP. Overall, I'm disappointed with this and might just stay at the Westin and let my Hyatt Diamond trail lapse. Which is unfortunate.
Yesterday I got denied because they rooms didn't match. Standard for $70 less a night compared to King on Hyatt. This is in the terms but it is ridiculous since if I booked on the site I would get a King (minimal double/double at Grand Hyatt) and I don't care one way or the other! I just want the $100 room/night savings (after 20% off).
I wish they would just make the BRG easier and less rewarding, 10% off but make it like SPG, a significantly more "honorable" program.
I am going to email HGP. Overall, I'm disappointed with this and might just stay at the Westin and let my Hyatt Diamond trail lapse. Which is unfortunate.
Yesterday I got denied because they rooms didn't match. Standard for $70 less a night compared to King on Hyatt. This is in the terms but it is ridiculous since if I booked on the site I would get a King (minimal double/double at Grand Hyatt) and I don't care one way or the other! I just want the $100 room/night savings (after 20% off).
I wish they would just make the BRG easier and less rewarding, 10% off but make it like SPG, a significantly more "honorable" program.
Whenever I try for a claim, I confirm that the names of the room types are identical when comparing Hyatt.com to the competing travel site. The competing site needs to say "1 King Bed" or "2 Double Beds" because that's how Hyatt describes their rooms. This is probably why the "standard" room was denied. It's ambiguous.
Check the rate details as well, if they're available. If the competing site offers breakfast or a discount off of a 2nd and 3rd night, for example, that rate will also get your claim rejected.
Also note if the competing site has an advanced purchase rate. That rate will also need to be lower than Hyatt's in order for a claim to be approved. They go by the lowest available rate, not including AAA, corporate rates, etc. If the claim is successful on the advanced purchase rate, you will NOT be subject to the no-cancel, non-refundable rules.
Those are the general rules I follow when submitting my claims. Good luck!
Sep 30, 2011, 6:57 pm
#81
Join Date: Apr 2010
Posts: 161
Unfortunately, I think I have.
This is true, this is why it was rejected. Per Terms and Conditions, that is okay. With that being said, I disagree with the policy, I would take ANY room and therefore would be willing to book that non-Hyatt rate (If I didn't want the credit).
Same as above, got it from a t&c standpoint but if taxes are packaged in with breakfast for $180 a night and Hyatt has $270 for the same room before tax...why should that get rejected.
In the end, this is geared towards non-elite and to piss off elites (I shouldn't say elite but "those who care about stay credit and points"). I can't be asked to pay $80 per room per night for points and stay credit. Well I can, but don't "offer" a best rate guarantee.
I don't want the 20%, I don't want to pay extra!
The competing site needs to say "1 King Bed" or "2 Double Beds" because that's how Hyatt describes their rooms. This is probably why the "standard" room was denied. It's ambiguous.
Check the rate details as well, if they're available. If the competing site offers breakfast or a discount off of a 2nd and 3rd night, for example, that rate will also get your claim rejected.
In the end, this is geared towards non-elite and to piss off elites (I shouldn't say elite but "those who care about stay credit and points"). I can't be asked to pay $80 per room per night for points and stay credit. Well I can, but don't "offer" a best rate guarantee.
I don't want the 20%, I don't want to pay extra!
Oct 7, 2011, 12:38 pm
#82
Join Date: Jan 2008
Posts: 3,578
Denied a BRG for Manchester Grand Hyatt for 07/11-07/12. Hyatt is 323 or so a night. Octopustravel.com has it for 263. They denied it saying that it is not immediately bookable and their terms say that the room is not confirmed until they issue you a voucher.
However, I read the TC of Octopus and I could only find that the room is not confirmed until they issue you an "invoice", and the room says "Available" on their site, which they list as meaning immediately available from their stock of rooms, and NOT a "on request" room. Octopus says 'available' means it is confirmed right at booking. Whatever.
UPDATE...
I actually called back to reinquire and while doing so found a better rate at Innstant.com...got the room for $152 with BRG. Took about 10 minutes then they had to call me back about 10 minutes later and confirmed. Excellent. I am a happy camper.
However, I read the TC of Octopus and I could only find that the room is not confirmed until they issue you an "invoice", and the room says "Available" on their site, which they list as meaning immediately available from their stock of rooms, and NOT a "on request" room. Octopus says 'available' means it is confirmed right at booking. Whatever.
UPDATE...
I actually called back to reinquire and while doing so found a better rate at Innstant.com...got the room for $152 with BRG. Took about 10 minutes then they had to call me back about 10 minutes later and confirmed. Excellent. I am a happy camper.
Last edited by antonius66; Oct 7, 2011 at 1:30 pm
Oct 8, 2011, 3:46 pm
#83
Join Date: Apr 2010
Posts: 161
With that being said the room I was looking for the entire time dropped their rate on Hyatt and I got the room I was looking for at a reasonable rate.
Oct 25, 2011, 10:32 pm
#84
Join Date: Sep 2009
Location: Australia
Programs: Qantas Platinum, Hyatt Lifetime Globalist
Posts: 359
Just booked Hyatt Arlington for $137 using BRG and Hoteltravel.
Had a problem at first with Hyatt MATCHING the rate HT offered but not giving me the 20% extra off. I was told they 'found' it on the Hyatt site. Strange, because I couldn't!
So, I took the rate. Hung up. Called back.....and got the correct rate WITH the 20% off.
I am not sure if they were just trying to bluff me or really are not aware of the Hyatt BRG offer.
Had a problem at first with Hyatt MATCHING the rate HT offered but not giving me the 20% extra off. I was told they 'found' it on the Hyatt site. Strange, because I couldn't!
So, I took the rate. Hung up. Called back.....and got the correct rate WITH the 20% off.
I am not sure if they were just trying to bluff me or really are not aware of the Hyatt BRG offer.
Oct 27, 2011, 6:26 pm
#85
Join Date: Jun 2010
Posts: 32
Expedia BRG Experience
AWESOME! I had booked a one day quick visit at the plaza in las vegas, and noted that the actual website had the same room for half off. I called expedia, and the guy verified it, then gave me a $50 off coupon right away. Whole thing took less than 20 minutes.
I did cancel the room, and re-booked a nicer place with the coupon This was my first time using the BRG guarantee and I have to say Im really happy with it!
I did cancel the room, and re-booked a nicer place with the coupon
This was my first time using the BRG guarantee and I have to say Im really happy with it!
Nov 4, 2011, 5:05 am
#86
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I had success with a best rate guarantee through Hyatt's Australian reservations number for an Australian property.
There was a significantly lower rate on lastminute.com.au. I phoned and the agent verified it within a couple of minutes and honoured it without issue. However, she forgot the additional 20% discount. When I reminded her she said "that doesn't apply to lastminute.com or wotif.com". I politely asked her to refer me to where in the T&Cs this was written. She put me on hold. Ten minutes later she returned and said she would honour the additional 20%. Poor form.
Additionally, I was told that as it was an AP rate that being matched, the AP conditions (ie. no changes) applied.
There was a significantly lower rate on lastminute.com.au. I phoned and the agent verified it within a couple of minutes and honoured it without issue. However, she forgot the additional 20% discount. When I reminded her she said "that doesn't apply to lastminute.com or wotif.com". I politely asked her to refer me to where in the T&Cs this was written. She put me on hold. Ten minutes later she returned and said she would honour the additional 20%. Poor form.
Additionally, I was told that as it was an AP rate that being matched, the AP conditions (ie. no changes) applied.
Nov 4, 2011, 2:57 pm
#87
Join Date: Sep 2009
Location: Australia
Programs: Qantas Platinum, Hyatt Lifetime Globalist
Posts: 359
Danger, I think the Australian Hyatt people don't understand the Hyatt BRG rules. I always seem to have problems with getting the BRG honoured when dealing through Australia.
Nov 28, 2011, 8:27 am
#89
Join Date: May 2010
Posts: 943
Booked HR San Francisco with getaroom.com in February. Hyatt Daily Rate was $219, getaroom.com was $183, final rate is $146.
On a side note, during my call, I was asked if I was a member of any auto clubs. I said yes and mentioned AAA and that was the end of it. I've never been asked that before so I wonder if AAA rates are also being included when the CSR is looking up rates.
On a side note, during my call, I was asked if I was a member of any auto clubs. I said yes and mentioned AAA and that was the end of it. I've never been asked that before so I wonder if AAA rates are also being included when the CSR is looking up rates.
Jan 4, 2012, 6:31 am
#90
Join Date: May 2011
Programs: Hilton Gold, Hyatt Diamond
Posts: 5
Compare refundable rate to a non-refundable?
I used hoteltravel.com for several succesfull claims in California (i.e. Andaz WeHo and HR San Francisco).
For the Grand Hyatt in New York I found a non-refundable rate of USD 279, the refundable rate is 340.
On the Hyatt website these rates are: 310 (non-refundable) and 350 (refundable). As I like to keep my options open, I prefer to book the refundable rate. Does anyone know if I book the refundable rate, Hyatt will match the non-refundable rate of 279?
For the Grand Hyatt in New York I found a non-refundable rate of USD 279, the refundable rate is 340.
On the Hyatt website these rates are: 310 (non-refundable) and 350 (refundable). As I like to keep my options open, I prefer to book the refundable rate. Does anyone know if I book the refundable rate, Hyatt will match the non-refundable rate of 279?