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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.

.................................................. ..........

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 Apr 9, 15, 12:11 pm
  #1576  
 
Join Date: Dec 2014
Location: Switzerland; South Korea
Programs: GP Diamond
Posts: 229
Still unable to validate a claim from easytobook.com because of "third party site not providing immediate confirmation" ...

I don't really believe in that.
benji2227 is offline  
Old Apr 11, 15, 5:54 pm
  #1577  
 
Join Date: Jan 2008
Programs: PC Platinum Ambassador, Hyatt Diamond
Posts: 2,764
Originally Posted by dlandz View Post
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
Just got my first claim in about 20 denied, of course, by Shelley B. using a completely false reason (no room type available) which is a lie. Ironically, I did 2 brg at the same time for 2 similar properties, and both came in at the same time. The non Shelley one approved of course. Seriously Hyatt? This needs to be fixed. When it was denied, I said to myself, watch it be Shelley. Suuuure enough...

That should not happen.

Of course, I had to just call and the guy on the phone naturally saw it was like, oh yeah that's a mistake, let me resubmit this. Ridiculous. How about firing this imbecile?

Last edited by antonius66; Apr 11, 15 at 6:09 pm
antonius66 is offline  
Old Apr 11, 15, 6:37 pm
  #1578  
 
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
It's not like it hasn't been brought to their attention. The longer it goes on, the stronger the suspicion that this is systematically tolerated, if not incentivized.
Football Fan is offline  
Old Apr 12, 15, 8:30 am
  #1579  
 
Join Date: Aug 2013
Location: Minnesota
Programs: Hyatt Globalist
Posts: 718
1st BRG submitted and approved

BRG claim approved on my first every claim. Stay is at the Des Moines Hyatt Place in May. I submitted a second claim for another date in May and it was also approved.

Expedia & Priceline had lower rates so I was pretty confident that my claims would be approved and they were. I set my expectations that this would not go well but I was pleasantly surprised. I was prepared to book at another hotel if my BRG claims were denied because for some reason, this Hyatt Place in Des Moines is pricey for a tier 2 city.

My JPEG screen shot files were approved right away. Overall, I was pleased with the service from Hyatt on this and their response time over email was very good.
PortlySpartacus is offline  
Old Apr 12, 15, 10:05 am
  #1580  
 
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,396
Originally Posted by antonius66 View Post
Just got my first claim in about 20 denied, of course, by Shelley B. using a completely false reason (no room type available) which is a lie. Ironically, I did 2 brg at the same time for 2 similar properties, and both came in at the same time. The non Shelley one approved of course. Seriously Hyatt? This needs to be fixed. When it was denied, I said to myself, watch it be Shelley. Suuuure enough...

That should not happen.

Of course, I had to just call and the guy on the phone naturally saw it was like, oh yeah that's a mistake, let me resubmit this. Ridiculous. How about firing this imbecile?
Shelly denied one recently as well, claiming the rate is identical on Hyatt.com, which it was not.
peter42 is offline  
Old Apr 14, 15, 12:00 pm
  #1581  
 
Join Date: Aug 2012
Posts: 137
Hoteltravel rejected. Memebership site as defined by Hyatt
woresu is offline  
Old Apr 15, 15, 3:54 pm
  #1582  
 
Join Date: Dec 2014
Location: Switzerland; South Korea
Programs: GP Diamond
Posts: 229
Quick question :
Imagine.....

Hyatt.com fair is $400
Third party is 390 --> BRG $312

Then two days later I find a new rate at $350. May I simply submit a new claim on this existing reservation or has the new rate got to be below $312?

It's a cencellable rate.

Thanks!
benji2227 is offline  
Old Apr 15, 15, 3:55 pm
  #1583  
 
Join Date: Jan 2010
Location: Austin Texas
Programs: "But, I'm a GLOBALIST guest...."
Posts: 2,835
Originally Posted by benji2227 View Post
Quick question :
Imagine.....

Hyatt.com fair is $400
Third party is 390 --> BRG $312

Then two days later I find a new rate at $350. May I simply submit a new claim on this existing reservation or has the new rate got to be below $312?

It's a cencellable rate.

Thanks!
I usually just book a new room (to verify inventory) - get the BRG, and then cancel the old room.
austin_modern is offline  
Old Apr 15, 15, 4:07 pm
  #1584  
 
Join Date: Dec 2014
Location: Switzerland; South Korea
Programs: GP Diamond
Posts: 229
Originally Posted by austin_modern View Post
I usually just book a new room (to verify inventory) - get the BRG, and then cancel the old room.
Yes I'd do that too but on that specific case I've got a DSU and the hotel set some of my preferences and guest name already, so in that case it isn't so handy to re-book.
benji2227 is offline  
Old Apr 15, 15, 4:30 pm
  #1585  
 
Join Date: Apr 2015
Programs: SkyTeam E+, Oneworld Sapphire, ClubCarlson Gold, Sixt Platinum
Posts: 3
Shelly

LMAO. I just read this discussion about Shelly B. who keeps denying claims.
Out of interest, I checked my mail for "Shelly B" and guess what came up?:

Good Evening david747,

Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!

I have reviewed your claim and was unable to review your screenshot. Currently Amoma.com has a higher rate against Hyatt.com. If you resend your screen shot within 24 hours, we will review your claim further. 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).

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,
Shelly BXXXXXX
Guest Services Specialist
I remember this scenario exactly. GH Berlin was charging over 200€ per night while Amoma was only barely above a 100€. This "Specialist" is such a scam artist
david747 is offline  
Old Apr 15, 15, 5:43 pm
  #1586  
 
Join Date: Jan 2008
Programs: PC Platinum Ambassador, Hyatt Diamond
Posts: 2,764
Wirelessly posted (Mozilla/5.0 (Linux; Android 5.0; SM-G900V Build/LRX21T) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/41.0.2272.94 Mobile Safari/537.36)

Originally Posted by woresu
Hoteltravel rejected. Memebership site as defined by Hyatt
I've used hoteltravel before.
antonius66 is offline  
Old Apr 15, 15, 9:20 pm
  #1587  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 268
Has anyone actually received an approval from the notorious scam artist "Shelly B" whom Hyatt apparently continues to employ?
dlandz is offline  
Old Apr 16, 15, 10:41 am
  #1588  
 
Join Date: Apr 2015
Programs: SkyTeam E+, Oneworld Sapphire, ClubCarlson Gold, Sixt Platinum
Posts: 3
By the way, Dana M. is apparently not working for Hyatt anymore. Just had a claim stupidly denied and asked for it to be passed on to her (as offered in her e-mails to the OP). Reply: not holding a position at Hyatt anymore... What a drag
david747 is offline  
Old Apr 16, 15, 10:58 am
  #1589  
 
Join Date: May 2010
Location: Oslo
Posts: 448
Originally Posted by david747 View Post
By the way, Dana M. is apparently not working for Hyatt anymore. Just had a claim stupidly denied and asked for it to be passed on to her (as offered in her e-mails to the OP). Reply: not holding a position at Hyatt anymore... What a drag
Hyatt does not provide help on flyertalk anymore when it comes to the BRG program. This was posted from them in January;

"Thank you for your message. I am sorry to hear that you have not yet heard back regarding your claim. However, I am afraid that we are no longer able to assist with Best Rate Guarantee claims via social media. Please contact one of our Guest Services Specialists at 800-323-7249 or [email protected] for assistance."
heakja is offline  
Old Apr 16, 15, 11:06 am
  #1590  
FlyerTalk Evangelist
 
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 11,133
Originally Posted by david747 View Post
By the way, Dana M. is apparently not working for Hyatt anymore. Just had a claim stupidly denied and asked for it to be passed on to her (as offered in her e-mails to the OP). Reply: not holding a position at Hyatt anymore... What a drag
I wonder if she was fired due to high approval rate for BRG claims.
TerryK is online now  

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