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
Dec 15, 2015, 1:24 pm
#2012
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,232
Andaz West Hollywood, LA
Dates: 4 nights in late Mar 2016
Room Type: Andaz King
Hyatt Price: 315 USD/night plus taxes and fees
Agoda.com Price: 295 USD/night plus taxes and fees
Adjusted Price: 236 USD/night plus taxes and fees
Andaz San Diego
Dates: 4 nights in late Mar 2016
Room Type: Andaz Queen
Hyatt Price: 207 USD/night plus taxes and fees
Expedia.co.th Price: 162 USD/night plus taxes and fees
Adjusted Price: 128.34 USD/night plus taxes and fees
Dates: 4 nights in late Mar 2016
Room Type: Andaz King
Hyatt Price: 315 USD/night plus taxes and fees
Agoda.com Price: 295 USD/night plus taxes and fees
Adjusted Price: 236 USD/night plus taxes and fees
Andaz San Diego
Dates: 4 nights in late Mar 2016
Room Type: Andaz Queen
Hyatt Price: 207 USD/night plus taxes and fees
Expedia.co.th Price: 162 USD/night plus taxes and fees
Adjusted Price: 128.34 USD/night plus taxes and fees
Dec 17, 2015, 7:26 am
#2013
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I put in a claim and submitted rates in GBP for a stay in Euros (ie. the hotel's currency is GBP). For the two night stay on Hyatt the GBP rate was GBP542; on Orbitz the rate was GBP305. Twenty-odd hours later I get a reply with the agent denying the claim because the rates are within 1% "when converted to the hotel's currency". Included in the email were rates she pulled from some place unknown to the common man: Hyatt EUR741; Orbitz EUR738. Obviously these rates were significantly different to the ones I submitted and, as with many others' experience, weren't reflected at the time I received the email.
So I got on the phone, spoke with an agent, lots of time on hold, lots of typing away. It became clear that the agent who responded to my claim wasn't able to open the screenshots, but this wasn't mentioned in the email; she had simply gone off on her own mission. Anyway, the agent on the phone acknowledged something had gone amiss. The final rate: EUR170, of almost four hundred Euros less than that alleged by the agent to be the Hyatt rate at the time. It was 40 minutes on the phone that was completely unnecessary. So after the agent corrected it and sent a revised email confirmation, I cancelled the stay.
Aaaaand approved for ebookers.
So I got on the phone, spoke with an agent, lots of time on hold, lots of typing away. It became clear that the agent who responded to my claim wasn't able to open the screenshots, but this wasn't mentioned in the email; she had simply gone off on her own mission. Anyway, the agent on the phone acknowledged something had gone amiss. The final rate: EUR170, of almost four hundred Euros less than that alleged by the agent to be the Hyatt rate at the time. It was 40 minutes on the phone that was completely unnecessary. So after the agent corrected it and sent a revised email confirmation, I cancelled the stay.
Aaaaand approved for ebookers.
Last edited by danger; Dec 17, 2015 at 7:11 pm
Dec 17, 2015, 1:16 pm
#2014
FlyerTalk Evangelist
Join Date: Mar 2013
Programs: DL PM, MR Titanium/LTP, Hilton Diamond
Posts: 10,130
Grand Hyatt Singapore
Dates: March 2016
Room Type: Grand King
Hyatt Price: 440 SGD/night plus taxes and fees
getaroom.com Price: 246 USD/night plus taxes and fees
Adjusted Price: 277 SGD/night plus taxes and fees (972 SGD / 684 USD total incl taxes)
Dates: March 2016
Room Type: Grand King
Hyatt Price: 440 SGD/night plus taxes and fees
getaroom.com Price: 246 USD/night plus taxes and fees
Adjusted Price: 277 SGD/night plus taxes and fees (972 SGD / 684 USD total incl taxes)
Dec 20, 2015, 3:52 pm
#2015
Join Date: Jul 2015
Posts: 82
Has anyone had their claim approved for reserve.com?
I submitted a claim and Hyatt BRG team claims it's not immediately confirmable. I booked the rate through reserving.com and got an immediate confirmation... What's with that?
I submitted a claim and Hyatt BRG team claims it's not immediately confirmable. I booked the rate through reserving.com and got an immediate confirmation... What's with that?
Last edited by fledglingraptormoon; Dec 22, 2015 at 6:05 am
Dec 21, 2015, 11:47 am
#2018
Join Date: Feb 2010
Location: ORD
Programs: UA 1K
Posts: 4,216
Dec 22, 2015, 11:41 pm
#2019
Join Date: Jul 2015
Posts: 82
Brg approved, but only matched to the competitor's all-in rate, not pre-tax. After adding taxes the rate would be the same as on the competitor's site... Asked how is EUR 506 (Hyatt brg-matched all in rate) a 20% discount from EUR 508 (competitor all in rate).
No reply.
No reply.
Dec 25, 2015, 5:33 pm
#2020
Join Date: May 2006
Location: SIN
Programs: KF, MPC, BAEC // Bonvoy, WoH, Honors
Posts: 1,464
Found a refundable / pay at hotel rate (mobile exclusive) on Expedia that is cheaper than the advance purchase rate at Hyatt. I booked the Hyatt Daily Rate on Hyatt.com and filed the BRG.
If approved, would I be able to change the dates of my booking (since both the Expedia rate and the rate that I booked are flexible) at the new lower rate?
If approved, would I be able to change the dates of my booking (since both the Expedia rate and the rate that I booked are flexible) at the new lower rate?
Dec 25, 2015, 5:53 pm
#2021
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
Found a refundable / pay at hotel rate (mobile exclusive) on Expedia that is cheaper than the advance purchase rate at Hyatt. I booked the Hyatt Daily Rate on Hyatt.com and filed the BRG.
If approved, would I be able to change the dates of my booking (since both the Expedia rate and the rate that I booked are flexible) at the new lower rate?
If approved, would I be able to change the dates of my booking (since both the Expedia rate and the rate that I booked are flexible) at the new lower rate?
Dec 26, 2015, 6:23 am
#2022
Join Date: May 2010
Posts: 414
Found a refundable / pay at hotel rate (mobile exclusive) on Expedia that is cheaper than the advance purchase rate at Hyatt. I booked the Hyatt Daily Rate on Hyatt.com and filed the BRG.
If approved, would I be able to change the dates of my booking (since both the Expedia rate and the rate that I booked are flexible) at the new lower rate?
If approved, would I be able to change the dates of my booking (since both the Expedia rate and the rate that I booked are flexible) at the new lower rate?
Last edited by nycvisitor; Dec 26, 2015 at 12:54 pm Reason: typo
Dec 26, 2015, 10:01 am
#2023
Join Date: Feb 2013
Location: FLL
Programs: US CP, AA Plat, DL Silver, EY Gold, Kimpton IC, SPG Plat
Posts: 409
Hyatt Centric Park City
Dates: 4 nights in January
Room Type: Deluxe 2 queen
Hyatt Price: 432 USD/night plus taxes and fees
Expedia.com Price: 348 USD/night plus taxes and fees
Adjusted Price: 331 USD/night plus taxes and fees
Dates: 4 nights in January
Room Type: Deluxe 2 queen
Hyatt Price: 432 USD/night plus taxes and fees
Expedia.com Price: 348 USD/night plus taxes and fees
Adjusted Price: 331 USD/night plus taxes and fees
Dec 26, 2015, 7:00 pm
#2024
Join Date: Nov 2010
Posts: 102
Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI
Grand Hyatt Bangkok
Dates: 3 nights in April
Room Type: Grand King
Hyatt Price: 172 USD/night plus taxes and fees
agoda.com Price: 152 USD/night plus taxes and fees
Adjusted Price: 132 USD/night plus taxes and fees
Dates: 3 nights in April
Room Type: Grand King
Hyatt Price: 172 USD/night plus taxes and fees
agoda.com Price: 152 USD/night plus taxes and fees
Adjusted Price: 132 USD/night plus taxes and fees
Dec 27, 2015, 1:29 am
#2025
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783