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.
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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
Oct 28, 2015, 8:14 pm
#1936
Join Date: May 2014
Posts: 1,868
It's still kinda shifty, I don't think they should be letting those discounters post the prices publicly at all if they aren't necessarily real.
Oct 30, 2015, 6:45 pm
#1938
Join Date: Jan 2008
Posts: 3,578
Got another brg approved, this time with amoma. Had some issues on the price being correct since the price changed by the time they emailed me back. The rep worked hard on fixing it and in the end I got the correct price with no hassle. Overall, awesome service like I almost always experience. I miss the old system of calling in for instant response, but as I have said, despite all the histrionics about it being the worst brg now, I still get almost all of mine approved, and have done more than I can count.
Nov 3, 2015, 8:10 am
#1939
Join Date: Jun 2007
Posts: 189
My first experience submitting a BRG claim to Hyatt was a good one. The room I was looking to book was about $20 cheaper on Hotels.com (found via Kayak) than the Hyatt advance purchase rate. I submitted the claim with a PDF screenshot, and within 24 hours had a response approving the claim; instructing me to make my reservation on Hyatt.com, and to call back with a case number to receive the appropriate rate adjustment.
The only thing that was unusual about the process is that I received the response in the 23rd hour after I submitted it, which made it seem like they didn't address it until the time deadline was looming.
The only thing that was unusual about the process is that I received the response in the 23rd hour after I submitted it, which made it seem like they didn't address it until the time deadline was looming.
Nov 7, 2015, 11:37 am
#1941
Join Date: Jun 2013
Posts: 2,363
Call again. I had a BRG denied a few weeks ago saying AMOMA wasn't available, I resubmitted and called in and the agent approved it on the spot.
Nov 8, 2015, 2:00 pm
#1944
Join Date: Mar 2014
Location: SJC/BUR
Programs: Hyatt Diamond, IHG Platinum, Hilton Gold, Club Carlson Gold, Starwood Gold
Posts: 1,089
This has to be the WORST best rate guarantee of the major American chains. So many spurious denials. I thought Hilton was bad, but they've cleaned up their act. Hyatt currently bringing up the rear.
Nov 8, 2015, 2:38 pm
#1945
Join Date: May 2010
Location: Oslo
Posts: 448
Nov 8, 2015, 9:04 pm
#1946
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,812
Nov 9, 2015, 1:59 am
#1947
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
Data point
I just got a no-go with Esyclicktravel "...since the rate on Easyclicktravel.com is "On Request" and is not immediately bookable".
At least twice in the past I had claims approved with this site and it is listed as an acceptable site on the wiki - so at this point I don't want to change the wiki and just putting here as a data point for others.
Worth noting that some reservations on Easyclicktravel do have an "on request" status when booking. It's in the FAQ on the site.
At least twice in the past I had claims approved with this site and it is listed as an acceptable site on the wiki - so at this point I don't want to change the wiki and just putting here as a data point for others.
Worth noting that some reservations on Easyclicktravel do have an "on request" status when booking. It's in the FAQ on the site.
Nov 9, 2015, 6:30 am
#1948
Join Date: Jun 2013
Posts: 2,363
I agree that Hyatt's BRG process is nothing compared to SPGs BUT it is still better than IHG, Club Carlson or Hilton's. A lesser of evils kind of thing.
Nov 11, 2015, 2:19 pm
#1949
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
BRG claim form only allows one attachment. EDIT: oh I see. You submitted two different BRG claims for the same reservation.Haven't heard back from BRG submitted at 10AM on Nov 9th. Well over 48 hours now.
Nov 11, 2015, 3:54 pm
#1950
Join Date: Jun 2013
Posts: 2,363
Call the diamond line and they will get you sorted. I have done that when i haven't heard back in 24 hours and they helped me out.