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
Mar 11, 2014, 5:34 am
#751
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
In case Hyatt should still deny BRG claims for sites like hoteltravel.com or otel.com based solely on the free membership created when booking there, just let Dana Mowrey know. She is obviously in charge of managing the BRG process/procedures and kindly keeps contributing actively to this thread. Now that her January 25 statement that "any site that automatically creates a membership is an ineligible site" is not true anymore, the BRG procedures have probably been adjusted accordingly already.
Has Hyatt's position officially changed? If there's one thing we know from this thread it's that the outcome of a BRG claim can depend on the operator, the day of the week and the position of the moon in relation to Jupiter.
My point is that unless there is certainty that Hyatt has rightly changed its position on membership sites, I'm not sure how the rest of us can benefit from your very valuable email.
Mar 11, 2014, 7:30 am
#752
Join Date: Oct 2009
Location: HAJ, Germany
Programs: BA GGL, FB PLAT, TK ELPL, HYATT GLOB, HILTON DIAM, IHG SPIRE EL
Posts: 40
The email I received is a crystal clear & binding statement from Hyatt as far as I see it.
Mar 11, 2014, 7:50 am
#753
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
Mar 11, 2014, 10:52 am
#754
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Hello FlyerTalkers!
Happy Tuesday! I have been following the thread, and I am happy to post a clarification for you.
If the membership on the third party site is free, and to view the rates, you do not have to log in to the site, we will honor the Best Rate Guarantee. If you should have any issues with the BRG associate, please feel free to reference my name, or contact me directly.
Please note that the Terms and Conditions of the Best Rate Guarantee program are subject to change, but if that should happen, I will certainly let you know as soon as I do.
Happy and safe travels,
Dana Mowrey
Happy Tuesday! I have been following the thread, and I am happy to post a clarification for you.
If the membership on the third party site is free, and to view the rates, you do not have to log in to the site, we will honor the Best Rate Guarantee. If you should have any issues with the BRG associate, please feel free to reference my name, or contact me directly.
Please note that the Terms and Conditions of the Best Rate Guarantee program are subject to change, but if that should happen, I will certainly let you know as soon as I do.
Happy and safe travels,
Dana Mowrey
Mar 11, 2014, 11:22 am
#755
Join Date: Jun 2013
Location: YVR
Programs: Marriott Gold
Posts: 952
Hi Gold Passport Concierge, a quick question regarding a BRG!
I tried to do a BRG for the Hyatt Capital Gate in Abu Dhabi, vs Agoda.com but was denied because on the Hyatt site it said that "Late check-out available depending on availability" at the bottom of the rate details whereas on the Agoda.com it didn't say that. But since it is not a guaranteed amenity, is that applicable?
Thanks!
I tried to do a BRG for the Hyatt Capital Gate in Abu Dhabi, vs Agoda.com but was denied because on the Hyatt site it said that "Late check-out available depending on availability" at the bottom of the rate details whereas on the Agoda.com it didn't say that. But since it is not a guaranteed amenity, is that applicable?
Thanks!
Mar 11, 2014, 11:49 am
#756
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Hi Gold Passport Concierge, a quick question regarding a BRG!
I tried to do a BRG for the Hyatt Capital Gate in Abu Dhabi, vs Agoda.com but was denied because on the Hyatt site it said that "Late check-out available depending on availability" at the bottom of the rate details whereas on the Agoda.com it didn't say that. But since it is not a guaranteed amenity, is that applicable?
Thanks!
I tried to do a BRG for the Hyatt Capital Gate in Abu Dhabi, vs Agoda.com but was denied because on the Hyatt site it said that "Late check-out available depending on availability" at the bottom of the rate details whereas on the Agoda.com it didn't say that. But since it is not a guaranteed amenity, is that applicable?
Thanks!
That should not have been something that was denied. If you would like to email me with your details, I can look at that right now!
Thanks,
Dana
[email protected]
Mar 11, 2014, 4:32 pm
#757
Ambassador: Alaska Airlines
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
Hello FlyerTalkers!
Happy Tuesday! I have been following the thread, and I am happy to post a clarification for you.
If the membership on the third party site is free, and to view the rates, you do not have to log in to the site, we will honor the Best Rate Guarantee. If you should have any issues with the BRG associate, please feel free to reference my name, or contact me directly.
Please note that the Terms and Conditions of the Best Rate Guarantee program are subject to change, but if that should happen, I will certainly let you know as soon as I do.
Happy and safe travels,
Dana Mowrey
Happy Tuesday! I have been following the thread, and I am happy to post a clarification for you.
If the membership on the third party site is free, and to view the rates, you do not have to log in to the site, we will honor the Best Rate Guarantee. If you should have any issues with the BRG associate, please feel free to reference my name, or contact me directly.
Please note that the Terms and Conditions of the Best Rate Guarantee program are subject to change, but if that should happen, I will certainly let you know as soon as I do.
Happy and safe travels,
Dana Mowrey
Mar 11, 2014, 6:22 pm
#758
Join Date: Jun 2013
Location: YVR
Programs: Marriott Gold
Posts: 952
Hi roastpuff!
That should not have been something that was denied. If you would like to email me with your details, I can look at that right now!
Thanks,
Dana
[email protected]
That should not have been something that was denied. If you would like to email me with your details, I can look at that right now!
Thanks,
Dana
[email protected]
Just wanted to say thank you for the help in getting the BRG rate booked. It has been a pleasure working with Gold Passport Concierge!
I'm greatly looking forward to my stay at the Hyatt Capital Gate.
Mar 11, 2014, 8:28 pm
#760
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
Dana, I want to acknowledge your help with clarifying some of the policies of the BRG. We were getting quite frustrated with the way it was handled. I could see the way it was going and contacted Jeff last month about this. I'm really glad to see that it's headed in a positive direction.
Mar 12, 2014, 9:39 am
#761
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Dana, I want to acknowledge your help with clarifying some of the policies of the BRG. We were getting quite frustrated with the way it was handled. I could see the way it was going and contacted Jeff last month about this. I'm really glad to see that it's headed in a positive direction.
I am so glad to be of help! Please keep me posted if you have any issues.
Have a great week!
Thanks,
Dana
Mar 17, 2014, 8:49 am
#764
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
This is really bizarre as I believe you cannot actually book a room at kayak.com. It will only refer you to another site where you can book a room. I do very much hope that all we need to do, from now on, is find it on a aggregator site such as kayak or hotelscombined, but I'm not holding my breath . Anyway, congrats on your very fine score.
Mar 18, 2014, 2:47 am
#765
Join Date: Jul 2012
Location: ATL
Programs: All of Them
Posts: 511
This is really bizarre as I believe you cannot actually book a room at kayak.com. It will only refer you to another site where you can book a room. I do very much hope that all we need to do, from now on, is find it on a aggregator site such as kayak or hotelscombined, but I'm not holding my breath . Anyway, congrats on your very fine score.
EDIT: more interesting to me is that the inventory is still there 3 days later on kayak.com at $195.