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
May 24, 2012, 9:49 am
#166
Join Date: Apr 2010
Posts: 161
This is getting better. At least in my experience. I have had them match hoteltravel.com and I have had them not match it. More recently they have.
May 24, 2012, 5:27 pm
#168
Ambassador: Alaska Airlines
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
If you have already booked a prepaid stay on Hyatt.com, and find a Competing Rate that meets the Guarantee terms and conditions set forth here, then Hyatt will refund the full amount originally charged to your credit card for the rate booked on Hyatt.com and charge the full stay based on the new rate to your credit card.
May 24, 2012, 5:51 pm
#169
Ambassador: Alaska Airlines
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
This thread reminded me to check some of my existing reservations. An upcoming stay in GH Berlin:
Hyatt Daily Rate: 190 EUR
agoda.com rate: 134 EUR
BRG matched rate: 106.81 EUR
Representative was very friendly and didn't push back at all. I like that it's handled instantly over the phone rather than electronically with a waiting period.
Hyatt Daily Rate: 190 EUR
agoda.com rate: 134 EUR
BRG matched rate: 106.81 EUR
Representative was very friendly and didn't push back at all. I like that it's handled instantly over the phone rather than electronically with a waiting period.
May 24, 2012, 9:37 pm
#170
Join Date: May 2012
Location: Toronto
Posts: 1
Thought I'd chime in with my experience.
Used Expedia.ca to get the BRG for 3 nights at the Grand Hyatt New York. I was surprised that they would honour the .ca website (Expedia.com had the same rates as the Hyatt daily rate). Was on the line for a while but well worth it in the end. I much prefer the instantaneous response via phone rather than having to make an online claim and having to wait 24 hours.
Room Type: Grand Club - 2 Doubles
Hyatt Advance Purchase Rate: $409.00
Expedia.ca Special Rate: $214.78
BRG Matched Rate: $172.49
Definitely feel like the cat that ate the canary.
Used Expedia.ca to get the BRG for 3 nights at the Grand Hyatt New York. I was surprised that they would honour the .ca website (Expedia.com had the same rates as the Hyatt daily rate). Was on the line for a while but well worth it in the end. I much prefer the instantaneous response via phone rather than having to make an online claim and having to wait 24 hours.
Room Type: Grand Club - 2 Doubles
Hyatt Advance Purchase Rate: $409.00
Expedia.ca Special Rate: $214.78
BRG Matched Rate: $172.49
Definitely feel like the cat that ate the canary.
May 24, 2012, 10:18 pm
#171
Join Date: Nov 2010
Location: Planet Earth
Programs: | *G | STE | HGP ♦ | SPG Au | MR Au
Posts: 3,772
Diamond upgrade, I have had no problems.
Point upgrade, I have never done it successfully.
May 25, 2012, 4:50 am
#172
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,003
May 28, 2012, 5:24 pm
#173
Join Date: Jun 2002
Programs: Hyatt Explorist, IHG Platinum, Celebrity Cruises Elite Plus
Posts: 1,259
Originally Posted by highman123
How did you get them to accept hoteltravel.com? I'm always rejected with ' this site requires a login' which is nonsense as we all know...
Hyatt Regency Orange County
Hyatt.com King Room -- $179
Getaroom.com ----------- $147.10
Adjusted BRG price------ $117.68
May 28, 2012, 5:31 pm
#174
Used to be highman123
Join Date: Jul 2011
Posts: 3,541
I guess the deal with hoteltravel.com is on again/off again. I was just denied due to the "create a password" thing. However, the BRG agent was so friendly and helpful she actually searched for a lower rate on other websites they consider valid. As it turned out, I had a back-up anyway with Getaroom.com at a slightly higher rate than hoteltravel.com, so I ended the call with a successful BRG claim.
Hyatt Regency Orange County
Hyatt.com King Room -- $179
Getaroom.com ----------- $147.10
Adjusted BRG price------ $117.68
Hyatt Regency Orange County
Hyatt.com King Room -- $179
Getaroom.com ----------- $147.10
Adjusted BRG price------ $117.68
Jun 8, 2012, 4:33 pm
#175
Used to be highman123
Join Date: Jul 2011
Posts: 3,541
- hoteltravel.com (denied as you need to register?)
- aavacations.com (same reason???, though aavacations.com worked well for me before with Hyatt)
- galahotels (same reason, needs a membership?)
- otel.com (they matched the rate there)
hyatt.com rate $179 BAR
otel.com $120 (free cancellation)
new rate $97.50
I have to admit I was a bit sarcastic and was asking her if they deny a BRG claim normally if a website asks for a credit card to book as this may constitute a membership in Hyatts terms. Just silence
Last edited by MightyTravels; Jun 8, 2012 at 4:46 pm
Jun 10, 2012, 9:14 am
#176
Join Date: Dec 2009
Location: PEK, SFO, NYC
Programs: AA EXP, Hyatt Diamond, SPG Plat, Fairmont PC Plat
Posts: 277
I find it incredibly disingenuous that the Hyatt BRG does not include the ability to match to the identical cancellation policy. For example, I would like to have a refundable rate, which I've found on a third-party website for a lower price than available for "Hotel A" on Hyatt.com. However, because "Hotel A" has a lower non-refundable rate on Hyatt.com, the customer service representative doesn't approve the BRG based on price alone, even though the cancellation policy is vastly different.
This is markedly different from what I have experienced from Starwood's BRG policy, which matches based on the specific cancellation policy...
This is markedly different from what I have experienced from Starwood's BRG policy, which matches based on the specific cancellation policy...
Last edited by doodley; Jun 10, 2012 at 10:15 am
Jun 10, 2012, 10:10 am
#177
Join Date: Feb 2005
Location: So Cal
Programs: UA Gold/0.744MM, WN AL, Hyatt Diamond, MR Scum, Hertz PC, National Exec, Avis PC
Posts: 5,560
I find it incredibly disingenuous that the Hyatt BRG does not include the ability to match to the identical cancellation policy. For example, I would like to have a refundable rate, which I've found on a third-party website for a lower price than available for "Hotel A" on Hyatt.com. However, because "Hotel A" has a lower refundable rate on Hyatt.com, the customer service representative doesn't approve the BRG based on price alone, even though the cancellation policy is vastly different.
This is markedly different from what I have experienced from Starwood's BRG policy, which matches based on the specific cancellation policy...
This is markedly different from what I have experienced from Starwood's BRG policy, which matches based on the specific cancellation policy...
Is there a typo in here? Do you mean that Hyatt.com has a lower non-refundable rate? If so, I have never experienced that. They should only be comparing to the daily rate which is refundable. Bad agent?
Jun 10, 2012, 10:17 am
#178
Join Date: Dec 2009
Location: PEK, SFO, NYC
Programs: AA EXP, Hyatt Diamond, SPG Plat, Fairmont PC Plat
Posts: 277
Jun 10, 2012, 10:24 am
#179
Join Date: Feb 2005
Location: So Cal
Programs: UA Gold/0.744MM, WN AL, Hyatt Diamond, MR Scum, Hertz PC, National Exec, Avis PC
Posts: 5,560
Oops, you're correct. I meant to say non-refundable rate (edited to reflect this). I thought it was a bad agent at first, but I called back to speak with 5 other agents, and each one told me the same exact thing. What matters is a price on a 3rd party website that's lower than the lowest price on Hyatt.com, regardless of cancellation policy.
That makes no sense.
Jun 10, 2012, 5:20 pm
#180
Join Date: Apr 2010
Posts: 161
I'm on the phone for a BRG at the Hyatt Regency SFO airport:
- hoteltravel.com (denied as you need to register?)
- aavacations.com (same reason???, though aavacations.com worked well for me before with Hyatt)
- galahotels (same reason, needs a membership?)
- otel.com (they matched the rate there)
hyatt.com rate $179 BAR
otel.com $120 (free cancellation)
new rate $97.50
I have to admit I was a bit sarcastic and was asking her if they deny a BRG claim normally if a website asks for a credit card to book as this may constitute a membership in Hyatts terms. Just silence
- hoteltravel.com (denied as you need to register?)
- aavacations.com (same reason???, though aavacations.com worked well for me before with Hyatt)
- galahotels (same reason, needs a membership?)
- otel.com (they matched the rate there)
hyatt.com rate $179 BAR
otel.com $120 (free cancellation)
new rate $97.50
I have to admit I was a bit sarcastic and was asking her if they deny a BRG claim normally if a website asks for a credit card to book as this may constitute a membership in Hyatts terms. Just silence