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.
.................................................. ..........
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
Aug 29, 2015, 5:24 pm
#1861
Join Date: Aug 2015
Location: Chicago
Programs: United club, Hyatt Plat...
Posts: 42
So I ended my conversation with them after the last email. To my surprise they emailed me today that my claim has been accepted 
Good thing because I was about to book four seasons next door. This claim saved me $600 that I will put towards drinks at the pool bar. Win win for everyone
Good thing because I was about to book four seasons next door. This claim saved me $600 that I will put towards drinks at the pool bar. Win win for everyone
Aug 29, 2015, 6:38 pm
#1862
FlyerTalk Evangelist
Join Date: Jun 2005
Location: QLA
Programs: SBUX Gold
Posts: 14,507
So I ended my conversation with them after the last email. To my surprise they emailed me today that my claim has been accepted
Good thing because I was about to book four seasons next door. This claim saved me $600 that I will put towards drinks at the pool bar. Win win for everyone
Good thing because I was about to book four seasons next door. This claim saved me $600 that I will put towards drinks at the pool bar. Win win for everyone
Sep 8, 2015, 12:44 am
#1864
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
On the competing website, it clearly stated that you will get "instant confirmation".
Hyatt BRG replied me back and denied my claim (as usual), citing the competing website is NOT IMMEADIATELY BOOKABLE.
WTH, i don't understand.
Hyatt BRG replied me back and denied my claim (as usual), citing the competing website is NOT IMMEADIATELY BOOKABLE.
WTH, i don't understand.
Sep 18, 2015, 4:54 am
#1867
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,055
So I ended my conversation with them after the last email. To my surprise they emailed me today that my claim has been accepted
Good thing because I was about to book four seasons next door. This claim saved me $600 that I will put towards drinks at the pool bar. Win win for everyone
Good thing because I was about to book four seasons next door. This claim saved me $600 that I will put towards drinks at the pool bar. Win win for everyone
Nice! More drinks all around
Sep 18, 2015, 9:40 am
#1868
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,053
Yep... last night I sent in a BRG claim before getting on an overnight flight.
Checked emails on arrival and had two from Hyatt 40 minutes apart. One had the usual BS "couldn't open your attachment, couldn't verify rate" from the BRG desk and the other was the adjusted rate confirmation email that always gets sent through after a successful claim.
Perhaps somebody else received an email approving their (i.e. my) claim but, since Hyatt BRG staff don't provide details of the stay in question, that person will have to double check their reservation details to avoid paying full price...
Checked emails on arrival and had two from Hyatt 40 minutes apart. One had the usual BS "couldn't open your attachment, couldn't verify rate" from the BRG desk and the other was the adjusted rate confirmation email that always gets sent through after a successful claim.
Perhaps somebody else received an email approving their (i.e. my) claim but, since Hyatt BRG staff don't provide details of the stay in question, that person will have to double check their reservation details to avoid paying full price...
Sep 19, 2015, 1:42 pm
#1869
Join Date: Jan 2014
Programs: Krisflyer, hyatt GP
Posts: 186
Got brg approved for hyatt ziva suite. Then couple days later submitted for another room and got rejected. Resubmitted again n got rejected again due to different room name (hyatt ziva suite vs jr suite). The hyatt website room description says hyatt ziva suite is jr suite.
Sep 21, 2015, 9:53 am
#1870
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
I did submit multiple claims yesterday.
today i got multiple emails stated that they cannot view my screenshot and told me the rate on competing website had been changed. (which is not true as i can still see it all)
It's absolutely weird that entire context in those email and the name of agent who processed my claims were all EXACTLY the same.
It seems like she did "copy and paste" the entire message and replied each of my claims with the same context.
Im speechless.
today i got multiple emails stated that they cannot view my screenshot and told me the rate on competing website had been changed. (which is not true as i can still see it all)
It's absolutely weird that entire context in those email and the name of agent who processed my claims were all EXACTLY the same.
It seems like she did "copy and paste" the entire message and replied each of my claims with the same context.
Im speechless.
Sep 21, 2015, 10:08 am
#1871
Join Date: Jan 2010
Posts: 103
BRG has been hit-or-miss for me, but this decline was a first for me. Directly from the email:
Submitted another BRG immediately after this confusing email on Friday, haven't heard back.
Edit/Update: They never replied to my resubmission, so I sent an email questioning the original denial (the one with "<DETAILED INVALID REASON>" and the incorrect rate information). A different specialist replied and approved the BRG. ^ I suppose the lesson is persistence is key.
I am excited to hear of your desire to stay with us and your interest in our Best Rate Guarantee program. After researching, I was unable to validate your submission based on <DETAILED INVALID REASON>. Additional information regarding your submission is available below.
[Later on in the details:]
Third Party Site: booking.com
Third Party Rate: $139 with breakfast
Hyatt.com Rate: $149 without breakfast
Funny thing is this BRG is for a Hyatt Place.[Later on in the details:]
Third Party Site: booking.com
Third Party Rate: $139 with breakfast
Hyatt.com Rate: $149 without breakfast
Submitted another BRG immediately after this confusing email on Friday, haven't heard back.
Edit/Update: They never replied to my resubmission, so I sent an email questioning the original denial (the one with "<DETAILED INVALID REASON>" and the incorrect rate information). A different specialist replied and approved the BRG. ^ I suppose the lesson is persistence is key.
Last edited by KCKC; Sep 22, 2015 at 6:53 pm Reason: Update to my BRG submissions.
Sep 23, 2015, 7:23 am
#1873
Join Date: Sep 2015
Posts: 70
I did submit multiple claims yesterday.
today i got multiple emails stated that they cannot view my screenshot and told me the rate on competing website had been changed. (which is not true as i can still see it all)
It's absolutely weird that entire context in those email and the name of agent who processed my claims were all EXACTLY the same.
It seems like she did "copy and paste" the entire message and replied each of my claims with the same context.
Im speechless.
today i got multiple emails stated that they cannot view my screenshot and told me the rate on competing website had been changed. (which is not true as i can still see it all)
It's absolutely weird that entire context in those email and the name of agent who processed my claims were all EXACTLY the same.
It seems like she did "copy and paste" the entire message and replied each of my claims with the same context.
Im speechless.
It also stated this person was happy to review my BRG if I send a working screenshot. I used a mac for original screenshot and used the mac previewer to store as JPG. For the working screenshot I just took the screenshot and save it as PDF file and replied the mail with a working link to the rate.
Took 2 days but the BRG got then approved.
Sep 23, 2015, 5:20 pm
#1874
Join Date: Sep 2015
Posts: 4
Park Hyatt Paris-Vendome validated
Park Hyatt Paris-Vendome
3 nights in Feb 2016
Number of guests: 2
Room Type: Park Twin
Amoma Rate: 570 EUR
Hyatt Rate: 730 EUR(refundable rate)
Rates: 477.60 EUR (does not include mandatory city tax)
First BRG claim and it took me multiple emails back and forth with BRG team and took me 4 days total but finally got it validated.
I'm happy it worked but it still a very high rate for the smallest room.
3 nights in Feb 2016
Number of guests: 2
Room Type: Park Twin
Amoma Rate: 570 EUR
Hyatt Rate: 730 EUR(refundable rate)
Rates: 477.60 EUR (does not include mandatory city tax)
First BRG claim and it took me multiple emails back and forth with BRG team and took me 4 days total but finally got it validated.
I'm happy it worked but it still a very high rate for the smallest room.
Sep 23, 2015, 7:09 pm
#1875
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,055
Park Hyatt Paris-Vendome
3 nights in Feb 2016
Number of guests: 2
Room Type: Park Twin
Amoma Rate: 570 EUR
Hyatt Rate: 730 EUR(refundable rate)
Rates: 477.60 EUR (does not include mandatory city tax)
First BRG claim and it took me multiple emails back and forth with BRG team and took me 4 days total but finally got it validated.
I'm happy it worked but it still a very high rate for the smallest room.
3 nights in Feb 2016
Number of guests: 2
Room Type: Park Twin
Amoma Rate: 570 EUR
Hyatt Rate: 730 EUR(refundable rate)
Rates: 477.60 EUR (does not include mandatory city tax)
First BRG claim and it took me multiple emails back and forth with BRG team and took me 4 days total but finally got it validated.
I'm happy it worked but it still a very high rate for the smallest room.
a relative bargain for a Parisian palace hotel.