Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Hyatt | World of Hyatt
Reload this Page >

Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI

Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI

    Hide Wikipost
Old May 17, 19, 9:24 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: craigthemif
Wiki Link
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
  • Hotels.com - April 2019
  • Booking.com - May 2019

MAYBE
  • Skoosh - April 2019 (initially rejected as "membership site" but approved on appeal)
NO .................................................. ..........

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:
Originally Posted by Smart Shopper View Post
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
  • 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.)
Print Wikipost

Reply

Old Mar 26, 15, 12:15 am
  #1546  
 
Join Date: Oct 2011
Location: BKK
Programs: SPG Plat; Marriott Plat; Hyatt Explorist; QR Gold
Posts: 1,718
Originally Posted by danger View Post
The infamous Shelly?

One of my big gripes about the new process is the barren responses: no mention of the website, the rate, the dates and often not even the damn hotel.
yes.
3rdworldresident is offline  
Reply With Quote
Old Mar 26, 15, 2:01 am
  #1547  
 
Join Date: Jun 2002
Location: Formerly known as attorney28
Programs: BA Gold, LH SEN, LC Aur, Hyatt Dmd, Mar/SPG "Lifetime" Plat, HH Dmd, IC Amb, Sixt Dmd
Posts: 6,416
What if they get a "bounty" per refused claim, and this agent decided to just go for it and reject claims on purpose, even they are valid, assuming that she could just keep going on like that, and if she were to be found out, she could say it was an error?

I mean, there is no "appeals" process and apparently no real interest in reviewing the agents' decisions, as it is - if one is a short-sighted number cruncher and doesn't care about customer loyalty - in Hyatt's interest to get as many claims rejected as possible. So she could have started to see this as a way to personally make some money, assuming that her employer either agreed with it or it wouldn't really come out or if it were to come out, she could always say it was just an error.

But routinely pretending that one used other 3rd party websites than one has actually used and making up rejection reasons does not seem like it could possibly be an honest mistake.
Football Fan is offline  
Reply With Quote
Old Mar 26, 15, 2:15 am
  #1548  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 268
Originally Posted by 3rdworldresident View Post
yes.
I recommend contacting the Hyatt affairs email I gave a few posts up and complaining. This Shelly is hurting Hyatt's brand reputation

People are sharing denial results and the most common factor of several negatives is this agent. The agents are all supposed to screenshot every step of their process and this is good reason for them to start doing some audits
dlandz is offline  
Reply With Quote
Old Mar 26, 15, 8:04 am
  #1549  
 
Join Date: Jun 2003
Posts: 1,494
Originally Posted by FlyingOutTLV View Post
My record with her: two claims - both denied.

To be fair, the first one was for a night at the LAX Concourse hotel at a time when all claims were automatically denied because is not a Hyatt yet (this was reported here by many).

Besides that - the BRG program is working just fine for me. I use it pretty often nowadays (MER R.I.P) and almost all rejections make sense.
I also had a bad experience with Shelly B. She claimed that she could not open the screen shot I attached.

So, I sent it by email again. Then, she said that she could not see the check-in date, and told me to "have a nice day". Yes, she ended her email just like that.

To be fair, the check-in date was indeed not showing properly, so I did another screen shot and sent back to her within five minutes of her telling me to have a nice day.

Waited 24 hours, and Shelly B. did not get back to me.

So, I had to start ANOTHER BRG claim, and within 10 minutes, got a response from another agent to approve the claim. Got a BRG of EUR 102.80 vs. EUR 211 (breakfast included).
Fly Me To The Moon is offline  
Reply With Quote
Old Mar 26, 15, 9:06 am
  #1550  
 
Join Date: Oct 2011
Location: BKK
Programs: SPG Plat; Marriott Plat; Hyatt Explorist; QR Gold
Posts: 1,718
Made another claim, surprisingly it was approved. (Only my 2nd approved claim.)

----------
Good Morning,

We are pleased to hear of your desire to stay with us and happy to be of assistance regarding your Best Rate Guarantee submission. I was able to validate your claim; however I was unable to find a reservation with Park Hyatt Istanbul-Macka Palas. We will happily apply the Best Rate Guarantee discount to your reservation if you book it within 24 hours on Hyatt.com and contact us with the reservation information. After your reservation is booked, please contact us directly at 800.323.7249Call: 800.323.7249 between 6:00AM-2:00AM CST to speak with one of our specialists. For quicker assistance, please reference Claim # 619745. The following are the details of your eligible Best Rate Guarantee claim.

Hyatt Destination: Park Hyatt Istanbul-Macka Palas

Arrival Date: 10/xx/15
Departure Date:10/xx/15 (2 nights)
Number of guests:2

Room Type: Park Spa King

Rates:336.00 EUR per night

Cancellation Policy:NON REFUNDABLE/FULL PREPAYMENT/NO CHANGES

We look forward to welcoming you soon!

Best Regards,

Jxxxx Hxxx

Hyatt Best Rate Guarantee Specialist

----------

What's next? Make a booking and call them to adjust the rate?

Can i book a room with refundable rate instead?

Thank you
3rdworldresident is offline  
Reply With Quote
Old Mar 26, 15, 9:31 am
  #1551  
 
Join Date: Jan 2013
Posts: 367
Originally Posted by 3rdworldresident View Post
Made another claim, surprisingly it was approved. (Only my 2nd approved claim.)

----------
Good Morning,

We are pleased to hear of your desire to stay with us and happy to be of assistance regarding your Best Rate Guarantee submission. I was able to validate your claim; however I was unable to find a reservation with Park Hyatt Istanbul-Macka Palas. We will happily apply the Best Rate Guarantee discount to your reservation if you book it within 24 hours on Hyatt.com and contact us with the reservation information. After your reservation is booked, please contact us directly at 800.323.7249Call: 800.323.7249 between 6:00AM-2:00AM CST to speak with one of our specialists. For quicker assistance, please reference Claim # 619745. The following are the details of your eligible Best Rate Guarantee claim.

Hyatt Destination: Park Hyatt Istanbul-Macka Palas

Arrival Date: 10/xx/15
Departure Date:10/xx/15 (2 nights)
Number of guests:2

Room Type: Park Spa King

Rates:336.00 EUR per night

Cancellation Policy:NON REFUNDABLE/FULL PREPAYMENT/NO CHANGES

We look forward to welcoming you soon!

Best Regards,

Jxxxx Hxxx

Hyatt Best Rate Guarantee Specialist

----------

What's next? Make a booking and call them to adjust the rate?

Can i book a room with refundable rate instead?

Thank you
You have to call them after you've made the reservation in order for them to adjust your rate. The rate you book must match the cancellation policy of the rate you claimed. In this case, that's the non-refundable rate.
Andrea Waters is offline  
Reply With Quote
Old Mar 26, 15, 10:07 am
  #1552  
FlyerTalk Evangelist
 
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 11,085
Originally Posted by 3rdworldresident View Post
....Cancellation Policy:NON REFUNDABLE/FULL PREPAYMENT/NO CHANGES....Can i book a room with refundable rate instead?

Thank you
You are approved for a non-refundable rate. It doesn't matter what rate you book, your rate will be adjusted to BRG non-refundable rate when you call. Of course, mistakes do happen from time to time.
TerryK is online now  
Reply With Quote
Old Mar 26, 15, 12:27 pm
  #1553  
FlyerTalk Evangelist
 
Join Date: Jun 2004
Location: MSP
Programs: DL DM, MM, NR; HH Platinum, Bonvoy Titanium, Hyatt Explorist, others
Posts: 11,403
Originally Posted by Football Fan View Post
What if they get a "bounty" per refused claim, and this agent decided to just go for it and reject claims on purpose, even they are valid, assuming that she could just keep going on like that, and if she were to be found out, she could say it was an error?

I mean, there is no "appeals" process and apparently no real interest in reviewing the agents' decisions,
Has anyone tried Small Claims Court? It might be fun to watch.
sethb is offline  
Reply With Quote
Old Mar 26, 15, 8:52 pm
  #1554  
 
Join Date: Oct 2008
Location: MCO
Posts: 91
I'm almost afraid to post after all the negative responses on this thread.

I found a rate online for the Park Hyatt Washington DC which was much lower than the listed rate. I made a reservation for the identical room which was offered for the same type of rate (which I now know was not necessary) and then submitted the form.

At first, I received the "We can not confirm rate online or open your attachment" response. That same night when the rate was still online, I sent in to the email given a PDF and JPEG of my screenshot. After 24 hours passed and the website was no longer showing the same rate, I wasn't very optimistic that anything would come of my 1st attempt at a Hyatt BRG.

Today, I got this email.
We are pleased to hear of your desire to stay with us and happy to be of assistance regarding your Best Rate Guarantee submission. I was able to validate your claim and have resent the reservation confirmation to the email address on file. For your convenience, I have included a summary of your reservation below.

Hyatt Destination: Park Hyatt Washington
Requested room type: Park Deluxe Double

Rates: $154.41

I might even enjoy a dinner at the Blue Duck with the money I just saved.
Joe758 is offline  
Reply With Quote
Old Mar 27, 15, 7:15 am
  #1555  
 
Join Date: Oct 2011
Location: BKK
Programs: SPG Plat; Marriott Plat; Hyatt Explorist; QR Gold
Posts: 1,718
Talking Competing website - Booking.com

I have to ignore the previous approved claim because i want to add one more night to this stay and want this stay to be flexible and refundable. So i submited a new claim and got approved (by another agent, not S. B.). Pleasantly surprised!.

---------

Good Evening Mr. 3rdworldresident,

We are pleased to hear of your desire to stay with us and happy to be of assistance regarding your Best Rate Guarantee submission. I was able to validate your claim and have resent the reservation confirmation to the email address on file. For your convenience, I have included a summary of your reservation below.

Hyatt Destination: Park Hyatt Istanbul

Dates: 3 nights in October 2015

Requested room type: Park Spa King

Rates: 376.00 EUR/night plus taxes

Cancellation Policy: cancel by 3PM hotel time 24 hours prior to avoid 1 night penalty

Please feel free to call us directly if we may be of any other assistance, or if you should have any questions regarding your upcoming stay! Please do not reply to this email as this mailbox is not regularly monitored.

Best Regards,

Pxxxx Txxxxxxx

Hyatt Best Rate Guarantee Specialist

----------

My rate also included breakfast for 2 persons (i have no status with Hyatt). Is this rate a good one?

P.S. I actually want to stay at st. regis but currently unable to find the competing rate to submit a brg claim.

Last edited by 3rdworldresident; Mar 27, 15 at 8:18 am
3rdworldresident is offline  
Reply With Quote
Old Mar 27, 15, 6:11 pm
  #1556  
 
Join Date: Jan 2013
Posts: 367
So yet another screw up with Hyatt and their BRG program. Just received a response to a claim I submitted earlier today. The agent responds with an approval but that this is a none-refundable rate. Uh, no. I submitted a claim based on a refundable rate. Both the Hyatt rate and the competing rate were refundable. Furthermore, the agent didn't include the rate in the claim so I haven't any clue to which rate I'm agreeing.

Would you all bother calling or just resubmit?
Andrea Waters is offline  
Reply With Quote
Old Mar 27, 15, 6:35 pm
  #1557  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 268
Originally Posted by Andrea Waters View Post
So yet another screw up with Hyatt and their BRG program. Just received a response to a claim I submitted earlier today. The agent responds with an approval but that this is a none-refundable rate. Uh, no. I submitted a claim based on a refundable rate. Both the Hyatt rate and the competing rate were refundable. Furthermore, the agent didn't include the rate in the claim so I haven't any clue to which rate I'm agreeing.

Would you all bother calling or just resubmit?
call. eat up their resources until they can do it right
dlandz is offline  
Reply With Quote
Old Mar 27, 15, 7:52 pm
  #1558  
 
Join Date: Jan 2013
Posts: 367
Originally Posted by Andrea Waters View Post
So yet another screw up with Hyatt and their BRG program. Just received a response to a claim I submitted earlier today. The agent responds with an approval but that this is a none-refundable rate. Uh, no. I submitted a claim based on a refundable rate. Both the Hyatt rate and the competing rate were refundable. Furthermore, the agent didn't include the rate in the claim so I haven't any clue to which rate I'm agreeing.

Would you all bother calling or just resubmit?

edited to ad: I just looked at my screenshot and it even says FREE CANCELLATION UNTIL Tuesday, July XX, 2015.
Andrea Waters is offline  
Reply With Quote
Old Mar 27, 15, 10:01 pm
  #1559  
 
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,690
Originally Posted by 3rdworldresident View Post
Another fail, as always.

-----------------

Dear 3rdworldresident,

We are pleased to hear of your desire to stay with us and happy to be of assistance regarding your Best Rate Guarantee submission. After researching, I was unable to validate your claim based on Hotelscombined.com requires a membership to book reservations. The rates offered on Booking.com were higher then found on Hyatt.com.

If you have reserved a reservation, the booking is still confirmed at the original rates held. Should you like to make any changes or cancellations, please contact our Hyatt Reservations Office at 800 233 1234 (from within the US and Canada). Please do not reply to this email as this mailbox is not regularly monitored. To view a list of contact numbers available in other countries please visit: http://www.hyatt.com/hyatt/customer-service/numbers.jsp
Please let us know if we may be of further assistance!
Best Regards,

Sxxxxx Bxxxxx

Hyatt Best Rate Guarantee Specialist

------------
First, I did not use hotelscombined as competing website. She didnt even tell me what was the rate she found and what the hyatt rate was, just said the competing rate was higher.

Second, booking.com still shows the competing rate that is lower than hyatt's rate.

I'm speechless. Hyatt's BRG for me is no longer exist.

I'm a bit glad they did not approve my claim because i dont actually want to spend my money at their properties anyway.
Looks like she used an old template (already used for someone else) and did not even edited it completely. Very unprofessional
It's like sending a Cover letter with a "Madam" to a Sir.
Yul_voyager is online now  
Reply With Quote
Old Mar 28, 15, 9:30 am
  #1560  
 
Join Date: Jun 2013
Location: RDU
Posts: 681
Originally Posted by Joe758 View Post
I'm almost afraid to post after all the negative responses on this thread.

I found a rate online for the Park Hyatt Washington DC which was much lower than the listed rate. I made a reservation for the identical room which was offered for the same type of rate (which I now know was not necessary) and then submitted the form.

At first, I received the "We can not confirm rate online or open your attachment" response. That same night when the rate was still online, I sent in to the email given a PDF and JPEG of my screenshot. After 24 hours passed and the website was no longer showing the same rate, I wasn't very optimistic that anything would come of my 1st attempt at a Hyatt BRG.

Today, I got this email.
We are pleased to hear of your desire to stay with us and happy to be of assistance regarding your Best Rate Guarantee submission. I was able to validate your claim and have resent the reservation confirmation to the email address on file. For your convenience, I have included a summary of your reservation below.

Hyatt Destination: Park Hyatt Washington
Requested room type: Park Deluxe Double

Rates: $154.41

I might even enjoy a dinner at the Blue Duck with the money I just saved.
What website did you find the competing rate on?
Gunner14 is offline  
Reply With Quote

Thread Tools
Search this Thread