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
Jan 20, 2016, 8:25 am
#2086
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
Jan 20, 2016, 8:56 am
#2087
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
Pretty sure they do too! But it's false advertisement to consumers I'm sure something could be done. I'm not an lawyer to know.
Jan 20, 2016, 11:55 pm
#2088
Join Date: Jan 2016
Posts: 6
I have previously submitted a BRG form online and got replied from Hyatt saying that the difference is within 1% and could not accept my claim.
If I have dispute over the content in the email, which Hyatt email address should I use to reply (or should I just reply to the email of servicedesk @ hyatt [dot] com?
If I have dispute over the content in the email, which Hyatt email address should I use to reply (or should I just reply to the email of servicedesk @ hyatt [dot] com?
Jan 21, 2016, 12:08 am
#2089
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I have previously submitted a BRG form online and got replied from Hyatt saying that the difference is within 1% and could not accept my claim.
If I have dispute over the content in the email, which Hyatt email address should I use to reply (or should I just reply to the email of servicedesk @ hyatt [dot] com?
If I have dispute over the content in the email, which Hyatt email address should I use to reply (or should I just reply to the email of servicedesk @ hyatt [dot] com?
Jan 21, 2016, 1:13 am
#2090
Join Date: Jan 2016
Posts: 6
Jan 22, 2016, 12:55 pm
#2093
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
It's pretty simple to understand. They don't want to match the price of any website which often gives better price than Hyatt, so they are using completely silly reasons to deny claims. Even if it is not written clearly in their T&C. Like Amoma which CREATES a account but certainly do not REQUIRED a membership to book...
Jan 24, 2016, 8:40 pm
#2094
Join Date: Jan 2016
Posts: 6
A week ago, I used a lower rate found at booking.com to BRG Hyatt with the difference slightly larger than 1%. Hyatt kept using silly reason to claim that that the difference is less than 1% after currency conversion to hotel currency.
A week later, booking.com just adjusted their price to be higher than that in Hyatt (maybe the pressure from Hyatt), and now Hyatt uses the higher price in booking.com, and says the price in booking.com is even higher than Hyatt and so could not match the price.
Those ppl in BRG dept of Hyatt really sucks!!
A week later, booking.com just adjusted their price to be higher than that in Hyatt (maybe the pressure from Hyatt), and now Hyatt uses the higher price in booking.com, and says the price in booking.com is even higher than Hyatt and so could not match the price.
Those ppl in BRG dept of Hyatt really sucks!!
Jan 25, 2016, 1:04 am
#2095
Join Date: Jan 2011
Location: HKG/YVR
Programs: MPO, Aeroplan, SPG
Posts: 183
I think I must have gotten lucky, but my BRG claim got approved for the HR Danang Vietnam. I sent a claim online, Agoda was offering king rooms for $1538hkd and hyatt was showing king rooms with ocean view for $1580hkd. Got a rejected reply within 24 hours saying that hyatt didn't have king rooms available, only king with ocean view.
Checked again throughout the day and saw hyatt was now offering normal king rooms for $1555hkd and agoda was showing $1538 hkd still. Took a quick screenshot, replied to the original reject email and was approved 3 days later.
Checked again throughout the day and saw hyatt was now offering normal king rooms for $1555hkd and agoda was showing $1538 hkd still. Took a quick screenshot, replied to the original reject email and was approved 3 days later.
Jan 25, 2016, 7:37 am
#2096
Join Date: Jan 2016
Posts: 6
I think I must have gotten lucky, but my BRG claim got approved for the HR Danang Vietnam. I sent a claim online, Agoda was offering king rooms for $1538hkd and hyatt was showing king rooms with ocean view for $1580hkd. Got a rejected reply within 24 hours saying that hyatt didn't have king rooms available, only king with ocean view.
Checked again throughout the day and saw hyatt was now offering normal king rooms for $1555hkd and agoda was showing $1538 hkd still. Took a quick screenshot, replied to the original reject email and was approved 3 days later.
Checked again throughout the day and saw hyatt was now offering normal king rooms for $1555hkd and agoda was showing $1538 hkd still. Took a quick screenshot, replied to the original reject email and was approved 3 days later.
What even more ridiculous is that after several days, they said the price in booking.com has been increased (in fact it is), and then use the current price to reject my BRG claim.
really annoying me
Jan 25, 2016, 12:46 pm
#2097
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: 13,040
Is the claim form working?
I've sent in claims from two different browsers and, instead of getting the "claim sent" page, I seem to loop back to the input page. Since one claim is well beyond 24 hours, I wonder whether it was ever received.
Anybody having similar issues?
I've sent in claims from two different browsers and, instead of getting the "claim sent" page, I seem to loop back to the input page. Since one claim is well beyond 24 hours, I wonder whether it was ever received.
Anybody having similar issues?
Jan 25, 2016, 11:47 pm
#2099
Join Date: Jan 2011
Location: HKG/YVR
Programs: MPO, Aeroplan, SPG
Posts: 183
I submitted two BRG claims, one 4 days ago and a different claim 2 days ago. No response so I tweeted @hyattconcierge and they told me they couldn't see any of my BRG claims.
Pretty crappy
Pretty crappy
Jan 26, 2016, 1:30 am
#2100
Join Date: Oct 2006
Location: SJC
Programs: UA 1K, AA ExecPlat
Posts: 820
Is the claim form working?
I've sent in claims from two different browsers and, instead of getting the "claim sent" page, I seem to loop back to the input page. Since one claim is well beyond 24 hours, I wonder whether it was ever received.
Anybody having similar issues?
I've sent in claims from two different browsers and, instead of getting the "claim sent" page, I seem to loop back to the input page. Since one claim is well beyond 24 hours, I wonder whether it was ever received.
Anybody having similar issues?