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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
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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 Jun 5, 15, 9:03 am
  #1696  
Marriott Contributor Badge
 
Join Date: Sep 2002
Location: Puget Sound Area, WA
Posts: 6,652
Originally Posted by danger View Post
If you book the four nights separately, it will be treated as a separate reservation, up until you check-in when, one way or another they'll be merged (either the hotel will link them or you'll have to check-out of your room after the third night and check back in).

If one couple backs out of the four nights then, yes, you'll have a problem because you'll have to cancel one room. If one couple backs out of the (first) three nights, the BRG goes out the window as you'll have to change the reservation to whatever the current rate is.
Thanks.

I went ahead and booked 3 new separate reservations independent of our 3 original ( one for each couple) and just submitted the BRG. Then if one of the couples bags out it doesn't effect the other two.

After the dust settles we can link each of our two reservations together. A resort CSR I spoke to confirmed this is the best way.
david55 is offline  
Old Jun 5, 15, 10:02 am
  #1697  
 
Join Date: Nov 2010
Location: Planet Earth
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Originally Posted by danger View Post
If you book the four nights separately, it will be treated as a separate reservation, up until you check-in when, one way or another they'll be merged (either the hotel will link them or you'll have to check-out of your room after the third night and check back in).

If one couple backs out of the four nights then, yes, you'll have a problem because you'll have to cancel one room. If one couple backs out of the (first) three nights, the BRG goes out the window as you'll have to change the reservation to whatever the current rate is.
IME cancellation of a room in a multiple room reservation does not affect BRG.

YMMV applies I guess
DHalltheway is offline  
Old Jun 5, 15, 9:09 pm
  #1698  
 
Join Date: Oct 2011
Location: BKK
Programs: SPG Plat; Marriott Plat; Hyatt Explorist; QR Gold
Posts: 1,724
NO - skoosh.com (membership site)
3rdworldresident is offline  
Old Jun 9, 15, 10:18 pm
  #1699  
Original Member
 
Join Date: May 1998
Location: New York, NY, USA
Programs: AA 2MM, Hyatt Glob, SPG LTP
Posts: 11,468
Hyatt DUS and CGN.

CGN - B&B rate 190EUR/night. BRG down to 114EUR (thanks Amoma.com). 40% savings.

DUS - B&B rate 222EUR/night. BRG down to 98EUR (thanks Amoma.com). 59% savings.

Better to BRG with an existing reservation as they adjust it when they approve BRG instead of you calling in and talking to another individual. During my first match, the B&B rate was approved but the phone agent mentioned BRG only valid for room only and not B&B rate and made the reservation to a BAR rate. Unlike Hyatt BRG, SPG BRG works with B&B rate.
seawolf is offline  
Old Jun 9, 15, 10:24 pm
  #1700  
Hyatt Contributor Badge
 
Join Date: Apr 2007
Programs: QF, 06, GA, Hyatt, Marriott
Posts: 2,586
Originally Posted by seawolf View Post
Hyatt DUS and CGN.

CGN - B&B rate 190EUR/night. BRG down to 114EUR (thanks Amoma.com). 40% savings.

DUS - B&B rate 222EUR/night. BRG down to 98EUR (thanks Amoma.com). 59% savings.

Better to BRG with an existing reservation as they adjust it when they approve BRG instead of you calling in and talking to another individual. During my first match, the B&B rate was approved but the phone agent mentioned BRG only valid for room only and not B&B rate and made the reservation to a BAR rate. Unlike Hyatt BRG, SPG BRG works with B&B rate.
So are you saying that while you were initially BRG approved for a B&B rate at CGN you ultimately got a rate without breakfast? But at DUS you were approved for a B&B rate and that's what you've ultimately ended up with?
danger is offline  
Old Jun 9, 15, 10:31 pm
  #1701  
Original Member
 
Join Date: May 1998
Location: New York, NY, USA
Programs: AA 2MM, Hyatt Glob, SPG LTP
Posts: 11,468
Originally Posted by danger View Post
So are you saying that while you were initially BRG approved for a B&B rate at CGN you ultimately got a rate without breakfast? But at DUS you were approved for a B&B rate and that's what you've ultimately ended up with?
First BRG, I submit without making a reservation. When I got the approved email and called Hyatt, agent would only make a reservation for BAR and not the B&B rate despite the BRG email stating it was "breakfast included." At least they were wiling to match without the breakfast. Would have been really ugly if they came out and say can't even match the room rate if 3rd party involves breakfast.

Second BRG, I booked B&B rate and included it in the BRG claim. Got approval email and an confirmation email with the new rate.

In summary, without a including a reservation with the claim, it will have to go thru two "approvers" (BRG approver and CSR making the reservation and actually changing the rate). Either one can state you can't BRG B&B rate.

If reservation is included with claim, only the BRG approver will be involved.
seawolf is offline  
Old Jun 9, 15, 11:38 pm
  #1702  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 268
Requested a BRG for hyatt regency toronto on Friday...never received a response. Booked a week and a half on airBNB instead...good job losing business Hyatt
dlandz is offline  
Old Jun 10, 15, 3:12 am
  #1703  
 
Join Date: Dec 2012
Location: LGW
Programs: BA Silver, EY Gold, TK Elite, Hyatt Platinum
Posts: 417
BRG Success - Andaz London

31st December - 1st January
hyatt.com - B&B Rate - Andaz Queen - £329
Britishairways.com - £222

Rate after BRG - £177.60 46% saving
stickyfingers85 is offline  
Old Jun 10, 15, 4:50 am
  #1704  
 
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Gold, TK E+, IB+, VS FC, Hyatt Globalist, MR Plat Prem, IHG Plat, Hilton Gold
Posts: 7,079
Originally Posted by seawolf View Post
First BRG, I submit without making a reservation. When I got the approved email and called Hyatt, agent would only make a reservation for BAR and not the B&B rate despite the BRG email stating it was "breakfast included." At least they were wiling to match without the breakfast. Would have been really ugly if they came out and say can't even match the room rate if 3rd party involves breakfast.

Second BRG, I booked B&B rate and included it in the BRG claim. Got approval email and an confirmation email with the new rate.

In summary, without a including a reservation with the claim, it will have to go thru two "approvers" (BRG approver and CSR making the reservation and actually changing the rate). Either one can state you can't BRG B&B rate.

If reservation is included with claim, only the BRG approver will be involved.
There's no guarantee the hotel will honour the breakfast.

I did a BRG in Phuket a few months ago where the entry level room was only available on the "Double Points" rate and not on BAR (no idea why, probably playing games with inventory). After a BRG decline because Hyatt claimed there was no comparable room, I booked the room ahead of time using the Double Point rate and was then approved. Despite the reservation showing double points up until check-in, I still only received regular points.


It is true, however, that there are advantages to pre-booking yourself. (easier BRG service, cashback, etc.)
craigthemif is offline  
Old Jun 10, 15, 12:32 pm
  #1705  
 
Join Date: Jun 2013
Location: RDU
Posts: 682
BRG Success - Andaz Liverpool Street

December 25th - December 28th
Hyatt.com - Advance Purchase - Andaz Queen - £165
agoda.com - £150

Rate after BRG - £99 (I'm guessing this is before 20% VAT even though all rates quoted on Hyatt.com include the 20% VAT).
Gunner14 is offline  
Old Jun 11, 15, 7:40 am
  #1706  
 
Join Date: Nov 2013
Location: DFW
Programs: AA Gold, Hyatt Diamond, Hilton Gold
Posts: 491
Originally Posted by seawolf View Post
Hyatt DUS and CGN.

CGN - B&B rate 190EUR/night. BRG down to 114EUR (thanks Amoma.com). 40% savings.

DUS - B&B rate 222EUR/night. BRG down to 98EUR (thanks Amoma.com). 59% savings.

Better to BRG with an existing reservation as they adjust it when they approve BRG instead of you calling in and talking to another individual. During my first match, the B&B rate was approved but the phone agent mentioned BRG only valid for room only and not B&B rate and made the reservation to a BAR rate. Unlike Hyatt BRG, SPG BRG works with B&B rate.
I've had this issue too. Had a few approved before with B&B. Submitted one at the HR Hua Hin and they changed an existing reservation from a B&B to a standard rate. CSR wouldn't change it. Just submitting another claim for a new reservation in hopes they do it properly this time.
britishcanuck is offline  
Old Jun 11, 15, 8:08 am
  #1707  
 
Join Date: Oct 2013
Programs: Hyatt Globalist No More..., Hyatt Explorist, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 4,355
How do I handle a BRG if I want to add a day? I don't want to undo my current booking b/c the room type is sold out for some of those days and I don't want to risk someone else grabbing it. And I would just book the first day but 1-this hotel charges a 1 day deposit and I'm already paying it and 2-I want to be sure it's one full reservation for DSU.
cdancer20 is offline  
Old Jun 11, 15, 8:26 am
  #1708  
 
Join Date: Jan 2013
Posts: 367
Originally Posted by cdancer20 View Post
How do I handle a BRG if I want to add a day? I don't want to undo my current booking b/c the room type is sold out for some of those days and I don't want to risk someone else grabbing it. And I would just book the first day but 1-this hotel charges a 1 day deposit and I'm already paying it and 2-I want to be sure it's one full reservation for DSU.
The only thing you can do is to book a separate one day reservation. As long as the suite is available for the entire length of your stay, it doesn't matter if it's one full reservation or not. The agent will be able to apply it to the entire length of stay. There's no other way around it.
Andrea Waters is offline  
Old Jun 11, 15, 9:12 am
  #1709  
 
Join Date: Oct 2013
Programs: Hyatt Globalist No More..., Hyatt Explorist, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 4,355
Originally Posted by Andrea Waters View Post
The only thing you can do is to book a separate one day reservation. As long as the suite is available for the entire length of your stay, it doesn't matter if it's one full reservation or not. The agent will be able to apply it to the entire length of stay. There's no other way around it.
Thanks! This was what I thought. I'll probably be able to get them to refund the 1-night charge though if I call. I had to do that when they charged me for 1 night pre-BRG. HGP called hotel and had them fix it.
cdancer20 is offline  
Old Jun 11, 15, 10:00 am
  #1710  
FlyerTalk Evangelist
 
Join Date: Jun 2004
Location: MSP
Programs: DL DM, MM, NR; HH Platinum, Bonvoy Titanium, Hyatt Explorist, others
Posts: 11,414
Originally Posted by cdancer20 View Post
How do I handle a BRG if I want to add a day? I don't want to undo my current booking b/c the room type is sold out for some of those days and I don't want to risk someone else grabbing it. And I would just book the first day but 1-this hotel charges a 1 day deposit and I'm already paying it and 2-I want to be sure it's one full reservation for DSU.
Why does paying two deposits matter? They'll both credit against your bill. (It would matter to me, because I still have certificates I can use on a bill but not for a deposit.)
sethb is offline  

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