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Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI

Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI

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Old Oct 7, 19, 3:03 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: craigthemif
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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
  • Hotels.com - April 2019
  • Booking.com - May 2019

MAYBE
  • Skoosh - April 2019 (initially rejected as "membership site" but approved on appeal)
NO
.................................................. ..........

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:
Originally Posted by Smart Shopper View Post
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
  • 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.)
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Old Jan 26, 16, 7:20 am
  #2101  
 
Join Date: Jun 2013
Posts: 2,060
Originally Posted by dyung View Post
According to a phone rep I spoke with, the online submission form for BRG is having issues, and they are aware of it and trying to fix it. She suggested that I submit the BRG form without a screenshot attached and that seemed to go through as I got the message that my claim had been submitted instead of looping back to the input page, so give that a try.
Thanks that did the trick. Pretty bad that Hyatt didn't forewarn us of that.
ZBigFam is offline  
Old Jan 26, 16, 10:00 am
  #2102  
 
Join Date: May 2013
Programs: MAR Plat
Posts: 207
Is there a way to prove a certain 3td party website is not a membership site? Clearly I just input name, email and credit card info to finish actual booking but Hyatt BRG team keeps saying it does require membership and reject my claims.

I know it is a common issue here but any good wisdom?
noeatbutgo is offline  
Old Jan 26, 16, 1:51 pm
  #2103  
 
Join Date: Jun 2013
Posts: 2,060
So I called in today to ask about the BRG i had submitted yesterday. Apparently none of them were sent in since they looped back to the application page. Note, if this happens to you, submit your BRG without a screenshot and then call in. The agent worked with me for about 30 min, didn't approve my BRG (yet - fingers crossed) but I ended up emailing her my screenshots directly.
ZBigFam is offline  
Old Jan 26, 16, 8:08 pm
  #2104  
Hyatt Contributor Badge
 
Join Date: Apr 2007
Programs: QF, AC, GA, Hyatt, Marriott
Posts: 2,749
Originally Posted by noeatbutgo View Post
Is there a way to prove a certain 3td party website is not a membership site? Clearly I just input name, email and credit card info to finish actual booking but Hyatt BRG team keeps saying it does require membership and reject my claims.

I know it is a common issue here but any good wisdom?
In my experience you can argue until your blue in the face that a site isn't membership based; you'll get nowhere. This is something they seem not to budge on.
danger is offline  
Old Jan 26, 16, 9:13 pm
  #2105  
 
Join Date: Jun 2013
Posts: 2,060
Strangest experience ever. Had the BRG I submitted earlier rejected. No surprise I suppose. I logged onto Priceline and still saw the lower price. I looked at the email they sent me and noticed that they had misspelt the url, instead of Priceline.com they quoted pricline.com.....not sure if that was insult to me or not?

Then they quoted the rate to me in Thai Baht??? Even though this was a US Hotel. Called into the Diamond line to address the issue as Priceline (not pricline) still showed the lower rate. The call took about 30 min but in the end we got it all sorted. Not sure what happened here.

Why can't Hyatt BRG work like Starwood BRG??? It's so much more painful with Hyatt, I suppose that's intentional. Below is the body of the email they sent....strange


Dear Mr. ZBigFam

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 the rates being the same. Additional information regarding your submission is available below.

Hyatt Place zzzzzzzzz/Downtown
Arrival Date: 02/06/2016
Departure Date: 02/07/2016
Occupancy: 2 adults and 1 child
Room Type: King Room
Third Party Site: pricline.com
Third Party Rate: $4908.75THB
Hyatt.com Rate: $4908.75THB

If you have reserved a reservation, the booking is still confirmed at the original rates held. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.233.7249/402.592.6465.

Or, if you would like to view a list of contact numbers available in other countries please visit:

http://www.hyatt.com/hyatt/customer-service/numbers.jsp

Please let us know if we may be of further assistance!

Warmest Regards,

Tzzzzz Rzzzzzz
Global Contact Center - Omaha
ZBigFam is offline  
Old Jan 26, 16, 11:02 pm
  #2106  
 
Join Date: Jan 2016
Posts: 6
Originally Posted by ZBigFam View Post
So I called in today to ask about the BRG i had submitted yesterday. Apparently none of them were sent in since they looped back to the application page. Note, if this happens to you, submit your BRG without a screenshot and then call in. The agent worked with me for about 30 min, didn't approve my BRG (yet - fingers crossed) but I ended up emailing her my screenshots directly.
What is the phone number directly to that BRG department?
poshswinger is offline  
Old Jan 26, 16, 11:05 pm
  #2107  
 
Join Date: Jan 2016
Posts: 6
By the way, I checked a 3rd party website and the room rate at that time was lower than that of Hyatt website.

After submitting BRG claim for about 12 hours, I then re-visited that 3rd party website, and the price goes up and higher than the rate of Hyatt.

Any wishdom on that? I have already sent the screenshot showing the lower rate in 3rd party website.
poshswinger is offline  
Old Jan 27, 16, 2:08 am
  #2108  
 
Join Date: Aug 2013
Location: EHAM / 52°18'29"N 004°45'51"E
Programs: Marriott Bonvoy Titanium, Flying Blue Platinum For Life
Posts: 153
BRG for www.skoosh.com was rejected this week, reason: a membersite.
Skoosh.com was not reflected yet in the WIKI post. Can someone update it (or can I)?
EHAM1 is offline  
Old Jan 27, 16, 5:25 am
  #2109  
 
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Gold, Hilton Gold, Accor Gold, SPG Gold, Marriott Gold
Posts: 2,790
Originally Posted by LVO View Post
BRG for www.skoosh.com was rejected this week, reason: a membersite.
Skoosh.com was not reflected yet in the WIKI post. Can someone update it (or can I)?
Done.
ringingup is offline  
Old Jan 27, 16, 4:43 pm
  #2110  
 
Join Date: May 2013
Programs: MAR Plat
Posts: 207
Originally Posted by danger View Post
In my experience you can argue until your blue in the face that a site isn't membership based; you'll get nowhere. This is something they seem not to budge on.
Thanks I decide to give up to argue with them as I realise they just do not listen at all. This is obviously what they want I know, my defeat!
noeatbutgo is offline  
Old Jan 27, 16, 6:04 pm
  #2111  
 
Join Date: Nov 2012
Posts: 295
Actually received this BRG approval back in early December. I looked today the rates were still same.

Grand Hyatt Singapore
Arrival Date: July 3, 2016
Departure Date: July 6, 2016
Occupancy: 2 adults
Room Type: Grand Twin Room
Third Party Site: getaroom.com
Third Party Rate: SGD $342 (refundable)
Hyatt.com Rate: SGD $440 Hyatt Daily Rate (refundable)
Approved adjusted rate: SGD $274.40

Decided to apply a Diamond Suite upgrade for this and was confirmed into a Grand Duplex Suite.
frenchie2 is offline  
Old Jan 29, 16, 9:28 am
  #2112  
 
Join Date: Mar 2011
Location: Vancouver
Programs: Marriott Platinum, Hilton Gold, Hyatt Explorist
Posts: 37
I just got denied on a BookIt.com rate because the agent claims it's a membership site.

Should I call and ask them to look at it again? I was approved using a BookIt rate last year, and it appears to be on the accepted site list here.

Any advice?
ryandk is offline  
Old Jan 29, 16, 9:54 am
  #2113  
 
Join Date: Jun 2013
Posts: 2,060
Call in. I have done that a few times and the supervisors are pretty competent and will get it right if the agent made a mistake.
ZBigFam is offline  
Old Jan 29, 16, 11:09 am
  #2114  
 
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG PLT (LT Gold), TK Gold, M&M S, BA Silver, Hyatt Dia
Posts: 4,573
Are cancellation terms taken into account with a BRG?
ExpatSomchai is offline  
Old Jan 29, 16, 6:58 pm
  #2115  
Hyatt Contributor Badge
 
Join Date: Apr 2007
Programs: QF, AC, GA, Hyatt, Marriott
Posts: 2,749
Originally Posted by ExpatSomchai View Post
Are cancellation terms taken into account with a BRG?
I assume you are asking if the cancellation policies of Hyatt and the competing site need to be the same. In my experience, no.
danger is offline  

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