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

Old May 3, 15, 3:02 am
  #1606  
 
Join Date: Oct 2014
Programs: HH Gold, BA Silver, SPG Preferred Business
Posts: 9
Originally Posted by danger View Post
What was the reason she was allegedly unable to validate?
"After researching, I was unable to validate your claim based on Hotelreservierung.de offering the same rate found on Hyatt.com."
The Hotelreservierung.de rate is 115€ (still available) while the Hyatt.com rate is 262€. Unbelievable
aa135 is offline  
Old May 3, 15, 5:16 am
  #1607  
 
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
They have been made aware of these shenanigans, but neither respond nor put a stop to it. It's obvious by now that Hyatt condones this.
Football Fan is offline  
Old May 3, 15, 10:40 am
  #1608  
 
Join Date: Oct 2014
Programs: HH Gold, BA Silver, SPG Preferred Business
Posts: 9
Same claim - new rejection:
"Unable to validate based on rates being within 1% currency difference"
I am starting to think that we should do a best of rejected claims list...
aa135 is offline  
Old May 3, 15, 11:27 am
  #1609  
 
Join Date: Dec 2014
Location: Switzerland; South Korea
Programs: GP Diamond
Posts: 229
Originally Posted by aa135 View Post
Same claim - new rejection:
"Unable to validate based on rates being within 1% currency difference"
I am starting to think that we should do a best of rejected claims list...
This is typically something that isn't true in your case so you should call right away...
benji2227 is offline  
Old May 3, 15, 6:48 pm
  #1610  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 268
Just continue to hammer Hyatt's consumer affairs department about this. It sounds like Shelly B is the only one rejecting claims that she isn't supposed to be though... is this limited to just this one person? If it is, how negligent is Hyatt to not realize the brand damage being done by a rogue employee?
dlandz is offline  
Old May 4, 15, 7:47 am
  #1611  
 
Join Date: Oct 2014
Programs: HH Gold, BA Silver, SPG Preferred Business
Posts: 9
Originally Posted by dlandz View Post
Just continue to hammer Hyatt's consumer affairs department about this. It sounds like Shelly B is the only one rejecting claims that she isn't supposed to be though... is this limited to just this one person? If it is, how negligent is Hyatt to not realize the brand damage being done by a rogue employee?
Actually the second rejection was by another CSR, Lamar G. But it seems like having Shelly B work on your claim almost guarantees you failure. What really baffles me is how Hyatt handles this situation. They not only ignore it alltogether (no response from any point of contact within Hyatt regarding general BRG issues) but actually seem to encourage it somehow with incentives (why should any CSR reject every claim for completely wrong reasons if they are not incentivized).
Since these issues began I moved much of my business to Starwood which continues to offer a great BRG policy and more importantly their staff are actually playing by the rules
After trying Hyatts BRG for another time after almost 3/4 year of no stays I am more than ever confident in my decision to avoid them. Which is really a pity considering that they have some fantastic properties and a better loyalty program IMO.

Last edited by aa135; May 4, 15 at 3:20 pm
aa135 is offline  
Old May 5, 15, 8:09 am
  #1612  
 
Join Date: Mar 2015
Posts: 2
Tried 4 times.
This is a mockery and a waste of time.
They expose customers fools.
They call white black. Because their goal is not to guarantee the best price.
Their goal imitation.

Always failure.
Because of this, the Best Rate Guarantee remains invalid.

Hyatt Best Rate Guarantee Specialist

Last edited by peteropny; May 5, 15 at 8:35 am Reason: Edit out names per rules
Sergey2100 is offline  
Old May 5, 15, 8:22 am
  #1613  
 
Join Date: Dec 2001
Location: Salt Lake City
Programs: AS MVP, DL DM, UA 1K, AA EXP, Hilton DM, Hyatt Glob, Marriott Titnmn, IHG IC, Hertz PC, National EE
Posts: 1,461
I added onhotels.com to the "NO" section of the wiki as I was denied today. I know there's a few reports of people getting them accepted -- if there are any recent let's move to the MAYBE.

I've been denied twice now on one booking I'm trying to do in Abu Dhabi, so on to try a 3rd site...

EDIT: 3rd site -- hoteltravel.com just turned down

Last edited by bworrell; May 5, 15 at 6:35 pm
bworrell is offline  
Old May 6, 15, 12:53 am
  #1614  
 
Join Date: May 2015
Posts: 1
Angry

My recent BRG request was denied as the BRG specialist claimed that "After researching, I was unable to validate your claim based on the third party website being untranslatable. " The competing website is in Chinese. However, I've read about the T&Cs of BRG, there's no mention that the competing website must be in English. Hyatt not being able to deal languages other than English sounds quite ridiculous by itself, doesn't it

Since the email address they use is not reply-able, I'd then called the Hyatt hotline in China and filed my complaint. That was two weeks ago. Two weeks have passed, and I've called several times to check status. Still no response.

I don't know if this will die a natural death. Anybody Anybody who knows how to further escalate here? Anybody with similar experience before? Thank you!
potato is offline  
Old May 6, 15, 1:01 am
  #1615  
Hyatt Contributor Badge
 
Join Date: Apr 2007
Programs: QF, 06, GA, Hyatt, Marriott
Posts: 2,586
Originally Posted by potato View Post
My recent BRG request was denied as the BRG specialist claimed that "After researching, I was unable to validate your claim based on the third party website being untranslatable. " The competing website is in Chinese. However, I've read about the T&Cs of BRG, there's no mention that the competing website must be in English. Hyatt not being able to deal languages other than English sounds quite ridiculous by itself, doesn't it

Since the email address they use is not reply-able, I'd then called the Hyatt hotline in China and filed my complaint. That was two weeks ago. Two weeks have passed, and I've called several times to check status. Still no response.

I don't know if this will die a natural death. Anybody Anybody who knows how to further escalate here? Anybody with similar experience before? Thank you!
I don't suppose you are able to find the competing rate on an English website?

When you submitted the screenshot, did you submit it in English (ie. were you sending a translated version)? If so then you shouldn't have had problems.
danger is offline  
Old May 6, 15, 8:39 am
  #1616  
 
Join Date: Mar 2014
Location: Sandy Springs, GA
Posts: 62
Anyone know if the app version of a website qualifies? For some reason, the mobile and desktop website shows a higher price than their app version.
ajshin27 is offline  
Old May 6, 15, 12:37 pm
  #1617  
 
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,412
I'm almost sure that the BRG people at headquarters will only look it up on a desktop (or laptop). They might be persuaded to go to the mobile site (while on a desktop) but I'm thinking there's no chance whatsoever that they'll download and install an app.
Originally Posted by ajshin27 View Post
Anyone know if the app version of a website qualifies? For some reason, the mobile and desktop website shows a higher price than their app version.
CloudCoder is offline  
Old May 6, 15, 12:59 pm
  #1618  
 
Join Date: Jun 2013
Location: RDU
Posts: 682
Originally Posted by ajshin27 View Post
Anyone know if the app version of a website qualifies? For some reason, the mobile and desktop website shows a higher price than their app version.
I've had success and confirmation that mobile rates should apply. I somewhat recently added this info to the wiki at the top of the page.
Gunner14 is offline  
Old May 6, 15, 3:56 pm
  #1619  
 
Join Date: Apr 2004
Location: SNA/BNA/YVR
Programs: UA 1K, SPG Platinum, Marriott Platinum Prem, Hilton Gold, Hyatt Diamond, IHG Gold
Posts: 2,115
Originally Posted by bworrell View Post
I added onhotels.com to the "NO" section of the wiki as I was denied today. I know there's a few reports of people getting them accepted -- if there are any recent let's move to the MAYBE.

I've been denied twice now on one booking I'm trying to do in Abu Dhabi, so on to try a 3rd site...

EDIT: 3rd site -- hoteltravel.com just turned down
Thanks! Was just about to try hoteltravel and now I know it will waste my time.

I'm one who previously had success with onhotels but have been told since ther TOS change that it is no longer acceptable. I hat that because they're consistently lower at resorts.

Anyone have any feedback re skoosh?

Last edited by chicaloca453; May 6, 15 at 4:03 pm
chicaloca453 is offline  
Old May 6, 15, 7:23 pm
  #1620  
 
Join Date: Mar 2014
Location: Sandy Springs, GA
Posts: 62
Originally Posted by Gunner14 View Post
I've had success and confirmation that mobile rates should apply. I somewhat recently added this info to the wiki at the top of the page.
Thanks. How about from an app of a website? Anybody have luck getting BRG to download an app to confirm a price?
ajshin27 is offline  

Thread Tools
Search this Thread