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
Jul 13, 2015, 6:24 pm
#1787
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,636
Jul 14, 2015, 1:49 am
#1789
Join Date: Dec 2014
Location: Switzerland; South Korea
Posts: 346
The agent forgot to add a 0 to my nightly rate recently after a change in my reservation (that had a BRG). The hotel just contacted me about that through email and "look foward to my reply".
Its of course a significant change in price (10x cheaper), what should I do about that? I honestly don't mind paying the price I should pay (and I most probably will), but has it happened to anyone and how should this be delt?
Its of course a significant change in price (10x cheaper), what should I do about that? I honestly don't mind paying the price I should pay (and I most probably will), but has it happened to anyone and how should this be delt?
Jul 14, 2015, 6:37 am
#1791
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
It was an honest mistake by the agent and one that you knew about. As such, the only thing to do is to accept that they caught the mistake and to pay the 10x higher rate. Or to cancel the reservation. No compensation due. No point arguing your point, especially on a 10x lower booking as it must be obviously wrong.
Jul 14, 2015, 6:47 am
#1792
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
The agent forgot to add a 0 to my nightly rate recently after a change in my reservation (that had a BRG). The hotel just contacted me about that through email and "look foward to my reply".
Its of course a significant change in price (10x cheaper), what should I do about that? I honestly don't mind paying the price I should pay (and I most probably will), but has it happened to anyone and how should this be delt?
Its of course a significant change in price (10x cheaper), what should I do about that? I honestly don't mind paying the price I should pay (and I most probably will), but has it happened to anyone and how should this be delt?
Jul 14, 2015, 6:50 am
#1793
Join Date: Oct 2013
Programs: Hyatt Globalist No More..., Hyatt Explorist, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 4,375
The agent forgot to add a 0 to my nightly rate recently after a change in my reservation (that had a BRG). The hotel just contacted me about that through email and "look foward to my reply".
Its of course a significant change in price (10x cheaper), what should I do about that? I honestly don't mind paying the price I should pay (and I most probably will), but has it happened to anyone and how should this be delt?
Its of course a significant change in price (10x cheaper), what should I do about that? I honestly don't mind paying the price I should pay (and I most probably will), but has it happened to anyone and how should this be delt?
Jul 14, 2015, 7:13 am
#1794
Join Date: Jul 2000
Location: AUH
Posts: 8,266
The hotel just contacted me about that through email and "look foward to my reply".
Jul 14, 2015, 4:46 pm
#1796
Join Date: Jan 2010
Posts: 103
Denied for a great deal I found on bookit.com. Guest Services Specialist cited, "I was unable to validate your submission based on this site requiring a membership to book." From what I can tell, you are able to book without membership on bookit.com AND I also see an bookit.com approval report on this thread from less than two weeks ago.
Next step? Resubmit?
Next step? Resubmit?
Jul 15, 2015, 2:03 am
#1797
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
Jul 15, 2015, 9:30 am
#1800
Join Date: Aug 2014
Posts: 227
My experience with Hyatt BGR so far:
- slow. the only time I ever received an answer was at 8am PDT. no matter when I submitted it. so that's basically a ~24h response time.
- no very cooperative
"If you can resend a screenshot which shows the above details in the next 24 hours, we would be happy to further review your claim.
(Please do not reply to this email as this mailbox is not regularly monitored.)"
... how am I supposed to do that then?
- note to self: Screenshots are NECESSARY. Agents don't even bother clicking on the link if SS is missing.
so far my requests have been denied (ss missing or as usual website claimed to be "membership website" when it really isn't...). filed again, hopefully this one will go through. will keep this updated
- slow. the only time I ever received an answer was at 8am PDT. no matter when I submitted it. so that's basically a ~24h response time.
- no very cooperative
"If you can resend a screenshot which shows the above details in the next 24 hours, we would be happy to further review your claim.
(Please do not reply to this email as this mailbox is not regularly monitored.)"
... how am I supposed to do that then?
- note to self: Screenshots are NECESSARY. Agents don't even bother clicking on the link if SS is missing.
so far my requests have been denied (ss missing or as usual website claimed to be "membership website" when it really isn't...). filed again, hopefully this one will go through. will keep this updated