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
Apr 16, 2015, 11:16 am
#1591
Join Date: Jun 2002
Location: BCT. Formerly known as attorney28
Programs: LH HON,BA GGL GfL,Hyatt LT Glob,Mrtt LT P,Hilt LT D,IC Amb,Acc P,GHA Tit,LHW Strlg,Sixt/Av/Hz D/Pres
Posts: 6,827
It seems like the capable ones are leaving...Abrea (who also posted here sometimes) is gone as well, she was good. Not sure what is going on there.
Apr 17, 2015, 1:14 am
#1592
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
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."
"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."
Apr 17, 2015, 9:20 am
#1593
Join Date: Aug 2013
Location: Minnesota
Programs: Hyatt Globalist
Posts: 1,101
I have had two BRG claims denied recently. Both were listings from HotelTravel.com. On the first rejection the statement was made that "in reading the FAQ on HotelTravel.com site, it states they require membership"
I did a keyword search of their FAQ, no where does it mention membership required.
On the second rejection, the reply was more simple, just stating "HotelTravel.com is a membership site", which it is NOT.
Earlier in this FT thread, I have seen where several people have been successful with HotelTravel submissions. This could be an example of random Hyatt rep approves so I just need to keep trying.
Or, it could be that Hyatt intentionally disapproves requests where the rates are substantially lower and HotelTravel is the website.
Either way, it does show that Hyatt has poor processes around BRG and lacks consistency. I'm going to keep trying until I get approval. I will report back....
I did a keyword search of their FAQ, no where does it mention membership required.
On the second rejection, the reply was more simple, just stating "HotelTravel.com is a membership site", which it is NOT.
Earlier in this FT thread, I have seen where several people have been successful with HotelTravel submissions. This could be an example of random Hyatt rep approves so I just need to keep trying.
Or, it could be that Hyatt intentionally disapproves requests where the rates are substantially lower and HotelTravel is the website.
Either way, it does show that Hyatt has poor processes around BRG and lacks consistency. I'm going to keep trying until I get approval. I will report back....
Apr 17, 2015, 12:08 pm
#1594
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
I wonder if Hyatt could possibly post the sites they can approve. It sure would save a lot of trouble for everyone. Posting the approved sites is a much more positive method than posting the unapproved sites. They can even say that it's not a full list, etc. The point is, making more info available to the customers will reduce frustration AND make sure that the rules are applied consistently. Everybody wins.
Apr 17, 2015, 1:38 pm
#1595
Join Date: Aug 2013
Location: Minnesota
Programs: Hyatt Globalist
Posts: 1,101
I wonder if Hyatt could possibly post the sites they can approve. It sure would save a lot of trouble for everyone. Posting the approved sites is a much more positive method than posting the unapproved sites. They can even say that it's not a full list, etc. The point is, making more info available to the customers will reduce frustration AND make sure that the rules are applied consistently. Everybody wins.
Hyatt, if you are reading this, I will keep submitting until it gets approved, its just a matter of getting the right agent.
If you published a list, and made it available to your guests, we could eliminate all of this nonsense.
Apr 17, 2015, 2:24 pm
#1597
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
As the terms and conditions of various third party sites change often, we are unable to maintain an active, accurate list of all eligible websites, which is why each claim is reviewed on a case-by-case basis.
Apr 17, 2015, 6:08 pm
#1598
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
It's correct that it didn't go through. The rate you find needs to be cheaper than the cheapest Hyatt.com openly available rate regardless of cancellation policy. Try again 2 weeks out when the non-refundable Hyatt.com rate is no longer available.
Apr 17, 2015, 9:15 pm
#1599
Join Date: Nov 2013
Location: DFW
Programs: AA EXP, Marriott Titanium
Posts: 515
I found a breakfast rate cheaper then the Hyatt rate (and with the 20% off it's cheaper than the prepaid rate). The BRG specialist I talked to said that should qualify just fine.
Apr 18, 2015, 8:04 am
#1600
Join Date: Sep 2012
Location: LAX
Programs: AA EXP, AMEX PLAT, Priority Pass, Admirals Club, SPG Plat, Hilton Diamond, Hyatt Diamond
Posts: 222
Anybody have any idea where to find a good price on the GH Kuala Lumpur? I am trying to do a BRG to bring the Hyatt's inflated price down to a more reasonable level for SE Asia. I'm looking at JAN 12-18th 2016. Any help would be greatly appreciated.
Apr 18, 2015, 8:56 am
#1601
Join Date: Jan 2013
Location: Chicago
Posts: 425
You have plenty of time to find something on your own. Look daily, and look several times a day. I can assure you that you'll have success. Getting it approved is another story.
Apr 21, 2015, 12:53 pm
#1602
Join Date: Jan 2010
Location: Brooklyn
Programs: UA Silver; Marriott Gold; Hyatt Diamond
Posts: 522
That sort of thing isn't done here, and I'm glad it isn't. Hyatt's BRG are very difficult to have approved compared to Marriott and SPG. The last thing this thread needs is explicit instructions about where to find lower rates.
You have plenty of time to find something on your own. Look daily, and look several times a day. I can assure you that you'll have success. Getting it approved is another story.
You have plenty of time to find something on your own. Look daily, and look several times a day. I can assure you that you'll have success. Getting it approved is another story.
Apr 21, 2015, 7:18 pm
#1603
Join Date: Nov 2013
Location: DFW
Programs: AA EXP, Marriott Titanium
Posts: 515
Yup, it appears I am wrong. I could have sworn I've had this scenario approved before, perhaps by mistake.
I found a breakfast rate cheaper then the Hyatt rate (and with the 20% off it's cheaper than the prepaid rate). The BRG specialist I talked to said that should qualify just fine.
I found a breakfast rate cheaper then the Hyatt rate (and with the 20% off it's cheaper than the prepaid rate). The BRG specialist I talked to said that should qualify just fine.
May 3, 2015, 2:07 am
#1604
Join Date: Oct 2014
Programs: HH Gold, BA Silver, SPG Preferred Business
Posts: 9
ShellyB declined my claim once again, quote: "I was unable to validate your claim".
Seriously this is so annoying. You happen to find a rate which is 50% lower that Hyatt.com and then you get an answer like that, not even a bulls**t explanation which you could argue against. This is really driving my business towards Starwood, where every agent I dealt with was extremely competent and friendly, while Hyatt employs people like her.
Seriously this is so annoying. You happen to find a rate which is 50% lower that Hyatt.com and then you get an answer like that, not even a bulls**t explanation which you could argue against. This is really driving my business towards Starwood, where every agent I dealt with was extremely competent and friendly, while Hyatt employs people like her.
May 3, 2015, 2:16 am
#1605
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
ShellyB declined my claim once again, quote: "I was unable to validate your claim".
Seriously this is so annoying. You happen to find a rate which is 50% lower that Hyatt.com and then you get an answer like that, not even a bulls**t explanation which you could argue against. This is really driving my business towards Starwood, where every agent I dealt with was extremely competent and friendly, while Hyatt employs people like her.
Seriously this is so annoying. You happen to find a rate which is 50% lower that Hyatt.com and then you get an answer like that, not even a bulls**t explanation which you could argue against. This is really driving my business towards Starwood, where every agent I dealt with was extremely competent and friendly, while Hyatt employs people like her.