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
Oct 21, 2014, 9:50 am
#1216
Join Date: Mar 2014
Location: CT
Programs: Kimpton Inner Circle, Club Carlson Gold, Hyatt Diamond
Posts: 4
Philadelphia
Hyatt Regency Penns Landing
November 2014 (2 night stay)
Hyatt: 179 for a double bed room
Amoma: 88.89
Final Price: 68.61 per night
November 2014 (1 night stay)
Hyatt: 179 for a double bed room
Amoma: 95.86
Final Price: 75.50
I plan to use suite upgrade certificates with these.
November 2014 (2 night stay)
Hyatt: 179 for a double bed room
Amoma: 88.89
Final Price: 68.61 per night
November 2014 (1 night stay)
Hyatt: 179 for a double bed room
Amoma: 95.86
Final Price: 75.50
I plan to use suite upgrade certificates with these.
Oct 27, 2014, 8:00 am
#1218
Join Date: Aug 2005
Location: Chicago
Posts: 278
I have an interesting case and wanted to see if anyone had any experience/ideas.
I booked two nights at the Hyatt Regency Chicago on Hyatt.com for a busy weekend. Applied for a BRG as Booking.com had a significantly (about 50%) cheaper rate for same room/same dates.
Got denied because Hyatt.com no longer has any rooms available at that hotel for those dates. Booking.com still does at the same rate. IDK, maybe I scored the last room from Hyatt.com.
Would this be a legitimate claim because it was available on Hyatt.com (when I booked last night) and is still available on Booking.com (both when I booked and now), or am I SOL if Hyatt.com is legitimately now sold out? I've emailed back and asked for reconsideration, but I don't want to argue if I don't have a legit claim.
I booked two nights at the Hyatt Regency Chicago on Hyatt.com for a busy weekend. Applied for a BRG as Booking.com had a significantly (about 50%) cheaper rate for same room/same dates.
Got denied because Hyatt.com no longer has any rooms available at that hotel for those dates. Booking.com still does at the same rate. IDK, maybe I scored the last room from Hyatt.com.
Would this be a legitimate claim because it was available on Hyatt.com (when I booked last night) and is still available on Booking.com (both when I booked and now), or am I SOL if Hyatt.com is legitimately now sold out? I've emailed back and asked for reconsideration, but I don't want to argue if I don't have a legit claim.
Oct 27, 2014, 9:28 pm
#1219
Join Date: Nov 2012
Posts: 337
I have nothing but great experience with Hyatt BRG. Got another one approved today:
Grand Hyatt Guangzhou
Feb 18-20, 2015 (Chinese New Year)
Grand Twin
Hyatt Daily Rate: 1200 CNY
Lower rate found 714 CNY
Final rate: 571 CNY
Grand Hyatt Guangzhou
Feb 18-20, 2015 (Chinese New Year)
Grand Twin
Hyatt Daily Rate: 1200 CNY
Lower rate found 714 CNY
Final rate: 571 CNY
Last edited by frenchie2; Oct 27, 2014 at 9:35 pm
Oct 28, 2014, 3:14 am
#1220
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
I have an interesting case and wanted to see if anyone had any experience/ideas.
I booked two nights at the Hyatt Regency Chicago on Hyatt.com for a busy weekend. Applied for a BRG as Booking.com had a significantly (about 50%) cheaper rate for same room/same dates.
Got denied because Hyatt.com no longer has any rooms available at that hotel for those dates. Booking.com still does at the same rate. IDK, maybe I scored the last room from Hyatt.com.
Would this be a legitimate claim because it was available on Hyatt.com (when I booked last night) and is still available on Booking.com (both when I booked and now), or am I SOL if Hyatt.com is legitimately now sold out? I've emailed back and asked for reconsideration, but I don't want to argue if I don't have a legit claim.
I booked two nights at the Hyatt Regency Chicago on Hyatt.com for a busy weekend. Applied for a BRG as Booking.com had a significantly (about 50%) cheaper rate for same room/same dates.
Got denied because Hyatt.com no longer has any rooms available at that hotel for those dates. Booking.com still does at the same rate. IDK, maybe I scored the last room from Hyatt.com.
Would this be a legitimate claim because it was available on Hyatt.com (when I booked last night) and is still available on Booking.com (both when I booked and now), or am I SOL if Hyatt.com is legitimately now sold out? I've emailed back and asked for reconsideration, but I don't want to argue if I don't have a legit claim.
Did you make it clear in your BRG claim that you have an existing reservation on hyatt.com?
I find that return emails to the BRG team don't get responded to. You might want to try PM-ing one of the Hyatt team on Flyertalk...
Oct 29, 2014, 8:53 am
#1221
Join Date: Aug 2005
Location: Chicago
Posts: 278
If you've already got the room booked on hyatt.com, I don't think you should have any problems.
Did you make it clear in your BRG claim that you have an existing reservation on hyatt.com?
I find that return emails to the BRG team don't get responded to. You might want to try PM-ing one of the Hyatt team on Flyertalk...
Did you make it clear in your BRG claim that you have an existing reservation on hyatt.com?
I find that return emails to the BRG team don't get responded to. You might want to try PM-ing one of the Hyatt team on Flyertalk...
I didn't realize, but I had actually booked a Diamond Guarantee rate - so the hotel was sold out on Hyatt.com when I booked. It's disappointing that they don't allow BRGs in a situation where their site is sold out and others have availability, but it's their program and they can design the T&Cs as they please. So, in this case at least, it was my error and the BRG associate appropriately denied the claim.
Oct 29, 2014, 2:15 pm
#1222
Suspended
Join Date: Jan 2003
Posts: 8,720
Thanks for the advice. I PMed the Hyatt Concierge and received a very swift reply.
I didn't realize, but I had actually booked a Diamond Guarantee rate - so the hotel was sold out on Hyatt.com when I booked. It's disappointing that they don't allow BRGs in a situation where their site is sold out and others have availability, but it's their program and they can design the T&Cs as they please. So, in this case at least, it was my error and the BRG associate appropriately denied the claim.
I didn't realize, but I had actually booked a Diamond Guarantee rate - so the hotel was sold out on Hyatt.com when I booked. It's disappointing that they don't allow BRGs in a situation where their site is sold out and others have availability, but it's their program and they can design the T&Cs as they please. So, in this case at least, it was my error and the BRG associate appropriately denied the claim.
Oct 29, 2014, 9:50 pm
#1223
Join Date: Aug 2005
Location: Chicago
Posts: 278
Don't feel too bad, no hotel chain allows a BRG when they are sold out of rooms -- after all, they have nothing to compare the other rate to, as the hotel sold a block of rooms to a consolidator and there is nothing left to compare -- in those situations, much as you would like, the BRG is inoperative, as there are no rooms to be had from the chain's website.
Oct 30, 2014, 7:37 am
#1224
Join Date: Jul 2012
Location: SE Asia
Posts: 1,274
What I have experinced several times is I will submit a BRG and see the room type avilable on Hyatt.com and then it get denied becuase no room or Hotel avialibitly when BRG review the claim and deny it. I will check on Hyatt.com the next day and indeed the hotel will no longer have room availibilty or no rooms when I check but then next day when I check again on Hyatt.com I will see the room avilable or the hotel will have avialibilty.
I just experinced this with Hua Hin anf recall the last time I stayed there I submitted several BRG's but the room would disappear from Hyatt.com and then reappear.
I think they should still honor a claim if they check their system and see that a specific room type or the hotel had avilability at the time of booking.
I guess way around this is to book a fully refundable room on hyatt.com when your submit your BRG. However, very suspicious that I have experinced this with the same hotel on different times.
I just experinced this with Hua Hin anf recall the last time I stayed there I submitted several BRG's but the room would disappear from Hyatt.com and then reappear.
I think they should still honor a claim if they check their system and see that a specific room type or the hotel had avilability at the time of booking.
I guess way around this is to book a fully refundable room on hyatt.com when your submit your BRG. However, very suspicious that I have experinced this with the same hotel on different times.
Oct 30, 2014, 8:32 am
#1225
Join Date: Aug 2005
Location: Chicago
Posts: 278
What I have experinced several times is I will submit a BRG and see the room type avilable on Hyatt.com and then it get denied becuase no room or Hotel avialibitly when BRG review the claim and deny it. I will check on Hyatt.com the next day and indeed the hotel will no longer have room availibilty or no rooms when I check but then next day when I check again on Hyatt.com I will see the room avilable or the hotel will have avialibilty.
I just experinced this with Hua Hin anf recall the last time I stayed there I submitted several BRG's but the room would disappear from Hyatt.com and then reappear.
I think they should still honor a claim if they check their system and see that a specific room type or the hotel had avilability at the time of booking.
I guess way around this is to book a fully refundable room on hyatt.com when your submit your BRG. However, very suspicious that I have experinced this with the same hotel on different times.
I just experinced this with Hua Hin anf recall the last time I stayed there I submitted several BRG's but the room would disappear from Hyatt.com and then reappear.
I think they should still honor a claim if they check their system and see that a specific room type or the hotel had avilability at the time of booking.
I guess way around this is to book a fully refundable room on hyatt.com when your submit your BRG. However, very suspicious that I have experinced this with the same hotel on different times.
Oct 30, 2014, 10:16 am
#1226
Join Date: Jul 2012
Location: SE Asia
Posts: 1,274
What I have experinced several times is I will submit a BRG and see the room type avilable on Hyatt.com and then it get denied becuase no room or Hotel avialibitly when BRG review the claim and deny it. I will check on Hyatt.com the next day and indeed the hotel will no longer have room availibilty or no rooms when I check but then next day when I check again on Hyatt.com I will see the room avilable or the hotel will have avialibilty.
I just experinced this with Hua Hin anf recall the last time I stayed there I submitted several BRG's but the room would disappear from Hyatt.com and then reappear.
I think they should still honor a claim if they check their system and see that a specific room type or the hotel had avilability at the time of booking.
I guess way around this is to book a fully refundable room on hyatt.com when your submit your BRG. However, very suspicious that I have experinced this with the same hotel on different times.
I just experinced this with Hua Hin anf recall the last time I stayed there I submitted several BRG's but the room would disappear from Hyatt.com and then reappear.
I think they should still honor a claim if they check their system and see that a specific room type or the hotel had avilability at the time of booking.
I guess way around this is to book a fully refundable room on hyatt.com when your submit your BRG. However, very suspicious that I have experinced this with the same hotel on different times.
Come on, is this common to see this each day? How can a hotel show it is sold out and then all rooms area avilable within a span of 3 or 4 days?
Oct 30, 2014, 10:59 am
#1227
Suspended
Join Date: Jan 2003
Posts: 8,720
Did you book with the 3rd party and then treat it like it was made on SPG.com, or are you an elite where they open up space for you and then match your rate?
Oct 30, 2014, 8:34 pm
#1229
Join Date: Aug 2005
Location: Chicago
Posts: 278
I don't know exactly how the process works - their guarantee is that their site will always have the best rate for a given hotel. If another site has availability and SPG.com doesn't they'll match the other rate and force the hotel to open a room. I'm far from an expert in hotel management, so I'm not sure if there is some fundamental difference in the franchise agreement with SPG that allows them the latitude to do this.
As a consumer, it makes sense to me. Otherwise what the guarantee says is we guarantee we have the best price. Unless we don't, but then you can just book with expedia (or whatever OTA).
Oct 31, 2014, 5:00 pm
#1230
Suspended
Join Date: Jan 2003
Posts: 8,720
I do happen to be elite with them, but my understanding is that they will do it for anyone. Since you can BRG without a reservation, I did and they made the reservation for me.
I don't know exactly how the process works - their guarantee is that their site will always have the best rate for a given hotel. If another site has availability and SPG.com doesn't they'll match the other rate and force the hotel to open a room. I'm far from an expert in hotel management, so I'm not sure if there is some fundamental difference in the franchise agreement with SPG that allows them the latitude to do this.
As a consumer, it makes sense to me. Otherwise what the guarantee says is we guarantee we have the best price. Unless we don't, but then you can just book with expedia (or whatever OTA).
I don't know exactly how the process works - their guarantee is that their site will always have the best rate for a given hotel. If another site has availability and SPG.com doesn't they'll match the other rate and force the hotel to open a room. I'm far from an expert in hotel management, so I'm not sure if there is some fundamental difference in the franchise agreement with SPG that allows them the latitude to do this.
As a consumer, it makes sense to me. Otherwise what the guarantee says is we guarantee we have the best price. Unless we don't, but then you can just book with expedia (or whatever OTA).
Marriott does this and others have reported that they get such BRG claims sometimes because the elite has a room to book.
Perhaps that was the case for you as you state that you are an elite.
In any event, I'm glad it worked out for you but I would not bank on a chain giving you a room that they don't show on their website as available just because a consolidator shows rooms available!