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
Jul 28, 2014, 5:44 am
#976
Join Date: Jan 2013
Location: Chicago
Posts: 425
Hyatt is clearly trying to reduce the number of successful claims. I submitted one for the GH Singapore, 349 on Hyatt.com and 255 on otel.com. Apparently because you have to create a profile on otel.com it makes it a member only website.
Submitted a claim to SPG for the St. Regis, also found a better rate on otel.com and got accepted within 2 hours.
I hope the savings are enough to compensate all the customers they're losing with this new process. They used to have the best BRG out there!
Submitted a claim to SPG for the St. Regis, also found a better rate on otel.com and got accepted within 2 hours.
I hope the savings are enough to compensate all the customers they're losing with this new process. They used to have the best BRG out there!
I don't think Hyatt is losing business with the new process. I've had several claims approved and rejected. Even when my claims are rejected, I still stay at the Hyatt. Why? Because for me, no other loyalty program to which I belong comes even close to offering me the benefits that Hyatt does. I don't think I am all that unusual in that respect. The percentage of people who use BRG as compared to those who stay at Hyatt properties is miniscule. I'm guessing it's far less than 1%.
Jul 30, 2014, 7:00 pm
#977
Join Date: Jul 2009
Programs: Delta Gold, silver, what yr is it?
Posts: 2,417
Yes, BRG approved & rebooked (it was a prepay/non-refundable rate)
Hyatt.com - 1950CNY, expedia.com 1574CNY
(Club King, Hyatt on the Bund, Shanghai China)
I completed the web form, submitted the screenshot pdf yesterday afternoon and received a confirmation email this morning that they approved the claim but I needed to book so they had my confirmation # to work with. I booked on the Hyatt website then called, my credit card hadn't been charged yet so they made the price adjustments and emailed me a new confirmation with the lower room charge.
Can't wait for our first trip to Shanghai!
Hyatt.com - 1950CNY, expedia.com 1574CNY
(Club King, Hyatt on the Bund, Shanghai China)
I completed the web form, submitted the screenshot pdf yesterday afternoon and received a confirmation email this morning that they approved the claim but I needed to book so they had my confirmation # to work with. I booked on the Hyatt website then called, my credit card hadn't been charged yet so they made the price adjustments and emailed me a new confirmation with the lower room charge.
Can't wait for our first trip to Shanghai!
Jul 31, 2014, 1:53 pm
#978
Join Date: Jul 2014
Posts: 1
Hyatt BRG . Experts needed
Hey,
I am looking for a room either in the hyatt Jersey on the Hudson or in NYC from oct 13-16 and a room in one of the hyatts in SFO from oct 31 - nov 4th this year. has anyone some suggestions where I could find a low rate that I could claim for the BRG? The prices on both dates for both cities are quite high (very high). any suggestions from the experts here? since I´m not from the USA I´m not sooo familiar with your special websites :-)
Thx!
I am looking for a room either in the hyatt Jersey on the Hudson or in NYC from oct 13-16 and a room in one of the hyatts in SFO from oct 31 - nov 4th this year. has anyone some suggestions where I could find a low rate that I could claim for the BRG? The prices on both dates for both cities are quite high (very high). any suggestions from the experts here? since I´m not from the USA I´m not sooo familiar with your special websites :-)
Thx!
Jul 31, 2014, 4:59 pm
#979
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Intermountain West
Programs: Too many to list
Posts: 12,082
Hey,
I am looking for a room either in the hyatt Jersey on the Hudson or in NYC from oct 13-16 and a room in one of the hyatts in SFO from oct 31 - nov 4th this year. has anyone some suggestions where I could find a low rate that I could claim for the BRG? The prices on both dates for both cities are quite high (very high). any suggestions from the experts here? since I´m not from the USA I´m not sooo familiar with your special websites :-)
Thx!
I am looking for a room either in the hyatt Jersey on the Hudson or in NYC from oct 13-16 and a room in one of the hyatts in SFO from oct 31 - nov 4th this year. has anyone some suggestions where I could find a low rate that I could claim for the BRG? The prices on both dates for both cities are quite high (very high). any suggestions from the experts here? since I´m not from the USA I´m not sooo familiar with your special websites :-)
Thx!
Aug 3, 2014, 6:10 pm
#981
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Hyatt Best Rate Guarantee
Greetings FlyerTalkers,
Happy Sunday!
I just wanted to let everyone know that I am still monitoring the thread, and to announce some changes to the program. We have recently updated our terms and conditions, and any membership site, regardless of whether or not it is a free membership, will no longer be honored.
As always, if you have any issues with the process, or questions about Hyatt's Best Rate Guarantee program, please feel free to email me.
Safe travels,
Dana Mowrey
Happy Sunday!
I just wanted to let everyone know that I am still monitoring the thread, and to announce some changes to the program. We have recently updated our terms and conditions, and any membership site, regardless of whether or not it is a free membership, will no longer be honored.
As always, if you have any issues with the process, or questions about Hyatt's Best Rate Guarantee program, please feel free to email me.
Safe travels,
Dana Mowrey
Aug 3, 2014, 10:06 pm
#984
Join Date: Feb 2010
Programs: MR-Amb, Hyatt-Globalist, AA-EXP
Posts: 1,744
That's unfortunate, I was very pleased when I was told to call and they immediately processed a claim that was for the next day. Hopefully this trend of backtracking doesn't continue. In a few months they've taken one of the best BRG systems and made it average.
Aug 4, 2014, 5:13 am
#985
Join Date: May 2004
Location: CT
Programs: Hyatt Platinum, Marriott Gold, AAdvantage Platinum, Continental Silver
Posts: 30
otel.com claim denied
My BRG was denied because otel.com requires a membership. This is a free membership site and meets the terms you described above. I called Hyatt customer service and was told otel.com is on the list of unapproved sites. When I provided your name, I was told you were one of the managers that put otel.com on the list! I was asked to call back later when you or another manager is in.
Aug 4, 2014, 7:35 am
#986
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
My BRG was denied because otel.com requires a membership. This is a free membership site and meets the terms you described above. I called Hyatt customer service and was told otel.com is on the list of unapproved sites. When I provided your name, I was told you were one of the managers that put otel.com on the list! I was asked to call back later when you or another manager is in.
Greetings FlyerTalkers,
Happy Sunday!
I just wanted to let everyone know that I am still monitoring the thread, and to announce some changes to the program. We have recently updated our terms and conditions, and any membership site, regardless of whether or not it is a free membership, will no longer be honored.
As always, if you have any issues with the process, or questions about Hyatt's Best Rate Guarantee program, please feel free to email me.
Safe travels,
Dana Mowrey
Happy Sunday!
I just wanted to let everyone know that I am still monitoring the thread, and to announce some changes to the program. We have recently updated our terms and conditions, and any membership site, regardless of whether or not it is a free membership, will no longer be honored.
As always, if you have any issues with the process, or questions about Hyatt's Best Rate Guarantee program, please feel free to email me.
Safe travels,
Dana Mowrey
Aug 4, 2014, 1:14 pm
#987
Join Date: Jun 2012
Location: Brooklyn, NY
Posts: 1,216
Here is a quick breakdown of the changes made: http://www.diffchecker.com/mmn14z3o
Aug 4, 2014, 7:25 pm
#988
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Here is a quick breakdown of the changes made: http://www.diffchecker.com/mmn14z3o
Aug 5, 2014, 1:39 am
#989
Join Date: Mar 2014
Location: SJC/BUR
Programs: Hyatt Diamond, IHG Platinum, Hilton Gold, Club Carlson Gold, Starwood Gold
Posts: 1,089
"Please don't book with us," said the Hyatt Best Rate Guarantee to the customer. "We can't compete with websites that make you give them your EMAIL."
Aug 5, 2014, 4:14 pm
#990
Join Date: Jan 2011
Posts: 119
Hyatt Regency Tokyo in August/September.
King View, 5 nights.
Hyatt.com: 22,170 JPY/night
Competing site (www.hotels.com - Japan (English page): 21,160 JPY/night
BRG rate: 16,928 JPY/night
King View, 5 nights.
Hyatt.com: 22,170 JPY/night
Competing site (www.hotels.com - Japan (English page): 21,160 JPY/night
BRG rate: 16,928 JPY/night