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

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

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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
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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
  • 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.

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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:
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.)
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Old Mar 28, 15, 7:35 pm
  #1561  
 
Join Date: Oct 2008
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Originally Posted by Gunner14 View Post
What website did you find the competing rate on?
It was a price on Amoma.com which came up as I was looking at tripadvisor.
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Old Apr 1, 15, 5:41 pm
  #1562  
 
Join Date: Oct 2014
Location: SEA
Posts: 1,361
I just had a BRG experience that was new to me...

I received the following email approving the BRG:



Yeah!

But the rate I was matching was non-refundable. So I was nervous to book the non-refundable room online (what if they ended up not willing to match it), so I called in to the 1-800 number listed.

The first agent I got was a very quiet talker and a bit of a mumbler and I had a very difficult time hearing them.

I asked them if I could make a reservation based on the BRG claim (this is actually how I usually do my BRG reservations if I don't already have a reservation). The agent said that the reservation was in process and would take 24 hours to complete. I would then receive an email.

I have never heard this, and this is not what the email said. I always believed that you had to make the reservation and then call in to match it (or have the agent make the reservation on the spot for you).

I tried to explain this to the agent but they just kept repeating their prompt about the reservation is in process and it would take 24 hours and then I would receive an email.

Finally after explaining to them 3 times I said "thank you" and hung up (I never got their name).

I immediately called back and got a different agent who took care of making the reservation at the BRG rate.

I asked if my claim showed who I had previously talked to and it didn't. I think explained that the other agent was confused. This new agent said something to the effect of:

BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
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Old Apr 1, 15, 6:44 pm
  #1563  
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Originally Posted by awaite01 View Post
This new agent said something to the effect of:

BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
The downward spiral continues.
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Old Apr 1, 15, 8:52 pm
  #1564  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
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Originally Posted by awaite01 View Post
BRG program is changing. The new policy is that non-refundable rates will no longer be eligible for the BRG. So if you find a non-refundable rate on Expedia or some place else, you won't be able to use that rate for BRG! I am hoping she was wrong about this... Has anyone else heard about this change?
contact the consumer affairs email they mentioned
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Old Apr 1, 15, 10:03 pm
  #1565  
 
Join Date: Oct 2014
Location: SEA
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Originally Posted by dlandz View Post
contact the consumer affairs email they mentioned
You mean to ask about any changes? Or report the first agent?

Unfortunately I didn't get the first agent's name and the second agent said the first one didn't record any notes in my file.
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Old Apr 1, 15, 10:36 pm
  #1566  
 
Join Date: Aug 2013
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Originally Posted by awaite01 View Post
You mean to ask about any changes? Or report the first agent?

Unfortunately I didn't get the first agent's name and the second agent said the first one didn't record any notes in my file.
Tell them you believe this is misinformation and that over time the quality not only of the BRG policy but primarily the quality and inconsistency of responses from the agents really worry you about the program... at least that's what I would say
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Old Apr 1, 15, 10:59 pm
  #1567  
 
Join Date: Jun 2002
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By the way, I never received a response from that consumer affairs e-mail.
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Old Apr 2, 15, 1:22 am
  #1568  
 
Join Date: Aug 2013
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Posts: 268
Originally Posted by Football Fan View Post
By the way, I never received a response from that consumer affairs e-mail.
strange...you should have gotten an instant auto-reply with a case ID at least? I'm not going to keep pushing people to do this but I never relent from a support team until I get a response :P
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Old Apr 2, 15, 2:55 am
  #1569  
 
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Originally Posted by dlandz View Post
strange...you should have gotten an instant auto-reply with a case ID at least? I'm not going to keep pushing people to do this but I never relent from a support team until I get a response :P
I didn't even get that auto-reply.
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Old Apr 2, 15, 7:52 am
  #1570  
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Join Date: Jul 1999
Posts: 1,627
Good Morning Flyer Talkers!

As there seems to be some confusion, I just wanted to reach out and let everyone know that we have no immediate plans to change the Best Rate Guarantee process at this time.

Thanks!
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Old Apr 2, 15, 9:45 am
  #1571  
 
Join Date: Oct 2014
Location: SEA
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Originally Posted by Gold Passport Concierge View Post
Good Morning Flyer Talkers!

As there seems to be some confusion, I just wanted to reach out and let everyone know that we have no immediate plans to change the Best Rate Guarantee process at this time.

Thanks!
Thanks for clearing this up!! I was surprised to hear this from one of your reps. However, there is a clear pattern of misinformation coming from your HGP reps around BRG. On both my phone calls yesterday I received wrong information.
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Old Apr 2, 15, 2:21 pm
  #1572  
 
Join Date: Aug 2013
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Originally Posted by Gold Passport Concierge View Post
Good Morning Flyer Talkers!

As there seems to be some confusion, I just wanted to reach out and let everyone know that we have no immediate plans to change the Best Rate Guarantee process at this time.

Thanks!
Since you are now chiming in, do you have any comments about the "Shelly B" agent whom half a dozen people have claimed is mis-denying claims and providing incorrect information every time?

I haven't personally gone through the claim process lately but I hope these data points are looked at. The clear consensus over the last several pages of this thread is that the claims process has fallen apart
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Old Apr 2, 15, 7:30 pm
  #1573  
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Applies to SPG as well, but I find the fact the any sort of "package" means a claim can't succeed to defy logic.

Looking at a future stay with a third party stay around $100 cheaper than Hyatt, but the third party rate included a F&B credit so not eligible.

I know this is clearly laid out in the T&Cs so no complaint on that front - just one of life's minor annoyances.
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Old Apr 3, 15, 12:31 pm
  #1574  
 
Join Date: Jun 2002
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Originally Posted by chad75 View Post
Applies to SPG as well, but I find the fact the any sort of "package" means a claim can't succeed to defy logic.

Looking at a future stay with a third party stay around $100 cheaper than Hyatt, but the third party rate included a F&B credit so not eligible.

I know this is clearly laid out in the T&Cs so no complaint on that front - just one of life's minor annoyances.
I find it quite annoying that they say it is not eligible if the third party rate actually offers more than Hyatt's own rate. That should make it even more eligible.
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Old Apr 3, 15, 1:41 pm
  #1575  
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Originally Posted by Football Fan View Post
I find it quite annoying that they say it is not eligible if the third party rate actually offers more than Hyatt's own rate. That should make it even more eligible.
I'd like to see how Hyatt explains "Best Rate Guarantee" to a consumer affairs department based on that policy. I realize the title is only advertising, but . . .
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