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 29, 2016, 11:41 pm
#2116
Join Date: Mar 2011
Location: Vancouver
Programs: Marriott Platinum, Hilton Gold, Hyatt Explorist
Posts: 39
SUCCESS!!!
After my BRG claim was denied, I called Hyatt. I didn't even have to ask for a supervisor; the agent looked on BookIt.com and found it wasn't necessary to be a 'member' to get the lower rate.
Grand Hyatt New York
Arrival Date: March 25, 2016
Departure Date: April 2, 2016
Occupancy: 2 adults
Room Type: Grand One King Room
Third Party Site: bookit.com
Third Party Rate: $232 (refundable)
Hyatt.com Rate: $270 Hyatt Daily Rate (refundable)
Approved adjusted rate: $186.47
Got a Junior Suite confirmed for 8 nights with a DSU certificate!
After my BRG claim was denied, I called Hyatt. I didn't even have to ask for a supervisor; the agent looked on BookIt.com and found it wasn't necessary to be a 'member' to get the lower rate.
Grand Hyatt New York
Arrival Date: March 25, 2016
Departure Date: April 2, 2016
Occupancy: 2 adults
Room Type: Grand One King Room
Third Party Site: bookit.com
Third Party Rate: $232 (refundable)
Hyatt.com Rate: $270 Hyatt Daily Rate (refundable)
Approved adjusted rate: $186.47
Got a Junior Suite confirmed for 8 nights with a DSU certificate!
Jan 30, 2016, 12:17 am
#2117
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: 13,047
Lately, even when the competing rate is prepaid, I've been booking the Hyatt Daily Rate and the agents have just adjusted the rate, keeping the flexible conditions.
Although the varying eligibility of certain sites is really annoying, being able to stay flexible through the BRG process (as with SPG) is a big ^ for me.
Jan 30, 2016, 8:19 pm
#2119
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Jan 31, 2016, 8:37 am
#2120
Formerly known as joannerose66
Join Date: Mar 2014
Programs: Gold BA Exec, Hyatt Globalist
Posts: 116
How to claim?
Sorry, never done this before and wanted to check how best to make a claim?
I've found the form on the Hyatt website, so that's a good start!
If the quote is in hotel currency, I presume a price lower than the Hyatt website would qualify (i.e. do they talk about 1% difference if the competitor's price is in hotel currency?
Is there any perferable file formats (or ones to avoid) when attaching screenshot?
any other advice when making a claim?
Thanks in advance.
I've found the form on the Hyatt website, so that's a good start!
If the quote is in hotel currency, I presume a price lower than the Hyatt website would qualify (i.e. do they talk about 1% difference if the competitor's price is in hotel currency?
Is there any perferable file formats (or ones to avoid) when attaching screenshot?
any other advice when making a claim?
Thanks in advance.
Jan 31, 2016, 8:41 am
#2121
Join Date: Jun 2013
Posts: 2,363
Sorry, never done this before and wanted to check how best to make a claim?
I've found the form on the Hyatt website, so that's a good start!
If the quote is in hotel currency, I presume a price lower than the Hyatt website would qualify (i.e. do they talk about 1% difference if the competitor's price is in hotel currency?
Is there any perferable file formats (or ones to avoid) when attaching screenshot?
any other advice when making a claim?
Thanks in advance.
I've found the form on the Hyatt website, so that's a good start!
If the quote is in hotel currency, I presume a price lower than the Hyatt website would qualify (i.e. do they talk about 1% difference if the competitor's price is in hotel currency?
Is there any perferable file formats (or ones to avoid) when attaching screenshot?
any other advice when making a claim?
Thanks in advance.
Jan 31, 2016, 12:40 pm
#2122
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
Success at last and feeling like a Pig in Sh*t:
Hyatt Regency Long Beach
Arrival Date: 03/**/2016
Departure Date: 03/**/2016
Number of guests: 2 adults and 1 child
Room Type: 2 double beds
Rates: $123.60 per night plus taxes and associated fees
Then used a DSU to upgrade to a Harbour Suite which is pricing at $1367+
Thank you Hyatt
Hyatt Regency Long Beach
Arrival Date: 03/**/2016
Departure Date: 03/**/2016
Number of guests: 2 adults and 1 child
Room Type: 2 double beds
Rates: $123.60 per night plus taxes and associated fees
Then used a DSU to upgrade to a Harbour Suite which is pricing at $1367+
Thank you Hyatt
Jan 31, 2016, 5:47 pm
#2123
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Sorry, never done this before and wanted to check how best to make a claim?
I've found the form on the Hyatt website, so that's a good start!
If the quote is in hotel currency, I presume a price lower than the Hyatt website would qualify (i.e. do they talk about 1% difference if the competitor's price is in hotel currency?
Is there any perferable file formats (or ones to avoid) when attaching screenshot?
any other advice when making a claim?
Thanks in advance.
I've found the form on the Hyatt website, so that's a good start!
If the quote is in hotel currency, I presume a price lower than the Hyatt website would qualify (i.e. do they talk about 1% difference if the competitor's price is in hotel currency?
Is there any perferable file formats (or ones to avoid) when attaching screenshot?
any other advice when making a claim?
Thanks in advance.
The T&Cs state that the 1% buffer applies when ". . . the Competing Rate is in a different currency from the Hyatt rate . . ."
Jan 31, 2016, 8:02 pm
#2124
Join Date: May 2003
Location: Sydney
Programs: AA Exp, UA PP, IC Diamond, HH Diamond, Marriott Titanium, Hyatt Globalist, Amex Centurion
Posts: 477
My Hyatt Rate not eligible for BRG?
I previously submitted a claim where the hotel is unavailable on Hyatt.com but available on many other instantly bookable sites: Declined as the hotel is fully booked.
Now the hotel became available, but only under the "My Hyatt Rate": declined again as apparently the "My Hyatt Rate" is not an eligible rate for the BRG.
Now the hotel became available, but only under the "My Hyatt Rate": declined again as apparently the "My Hyatt Rate" is not an eligible rate for the BRG.
Jan 31, 2016, 8:08 pm
#2125
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
I previously submitted a claim where the hotel is unavailable on Hyatt.com but available on many other instantly bookable sites: Declined as the hotel is fully booked.
Now the hotel became available, but only under the "My Hyatt Rate": declined again as apparently the "My Hyatt Rate" is not an eligible rate for the BRG.
Now the hotel became available, but only under the "My Hyatt Rate": declined again as apparently the "My Hyatt Rate" is not an eligible rate for the BRG.
If there is a My Hyatt rate available at the property you're looking at I would be surprised if there are no publicly available rates as well.
Jan 31, 2016, 8:15 pm
#2126
Join Date: May 2003
Location: Sydney
Programs: AA Exp, UA PP, IC Diamond, HH Diamond, Marriott Titanium, Hyatt Globalist, Amex Centurion
Posts: 477
"To qualify for My Hyatt Rate, guest must be a Hyatt Gold Passport member and provide membership number prior to confirming reservation. If you are not a Hyatt Gold Passport member, complete enrollment through the reservation process".
Jan 31, 2016, 8:21 pm
#2127
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
It is the only available rate. But it is publicly available:
"To qualify for My Hyatt Rate, guest must be a Hyatt Gold Passport member and provide membership number prior to confirming reservation. If you are not a Hyatt Gold Passport member, complete enrollment through the reservation process".
"To qualify for My Hyatt Rate, guest must be a Hyatt Gold Passport member and provide membership number prior to confirming reservation. If you are not a Hyatt Gold Passport member, complete enrollment through the reservation process".
Jan 31, 2016, 9:05 pm
#2128
Join Date: May 2003
Location: Sydney
Programs: AA Exp, UA PP, IC Diamond, HH Diamond, Marriott Titanium, Hyatt Globalist, Amex Centurion
Posts: 477
"Websites that require a membership regardless if the membership is free or not. Examples of these types of sites include but are not limited to, Hoteltravel.com, Olotels.com, and Onhotel.com."
However, the My Hyatt Rate is clearly publicly available. Just check the definition of what "publicly available" means in legal terms. For example here: http://itlaw.wikia.com/wiki/Publicly...le_information
If they only show you the rate after you have logged in, then they might have a case. They would definitely have a case if the rate can only be booked by Platinum or Diamond members.
Last edited by DUflyer; Jan 31, 2016 at 9:11 pm
Jan 31, 2016, 9:13 pm
#2129
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
No, this is different. The BRG T&C clearly excludes a competing rate in the following case:
"Websites that require a membership regardless if the membership is free or not. Examples of these types of sites include but are not limited to, Hoteltravel.com, Olotels.com, and Onhotel.com."
However, the My Hyatt Rate is clearly publicly available. Just check the definition of what "publicly available" means in legal terms. For example here: http://itlaw.wikia.com/wiki/Publicly...le_information
If they only show you the rate after you have logged in, then they might have a case.
"Websites that require a membership regardless if the membership is free or not. Examples of these types of sites include but are not limited to, Hoteltravel.com, Olotels.com, and Onhotel.com."
However, the My Hyatt Rate is clearly publicly available. Just check the definition of what "publicly available" means in legal terms. For example here: http://itlaw.wikia.com/wiki/Publicly...le_information
If they only show you the rate after you have logged in, then they might have a case.
It's my understanding that Hyatt argues that membership sites, because they require a membership (although in reality they don't, they simply sign you up after you've made a reservation but that's just an example of Hyatt's fraudulent behaviour in the BRG process) they are not publicly available. By the same definition My Hyatt rates are also not publicly available.
Jan 31, 2016, 9:31 pm
#2130
Join Date: May 2003
Location: Sydney
Programs: AA Exp, UA PP, IC Diamond, HH Diamond, Marriott Titanium, Hyatt Globalist, Amex Centurion
Posts: 477
Just like one approved BRG with a different hotel chain ages ago was the start of a long and rewarding relationship for both sides.
Acting like this is the worst a company can do in terms of customer retention.
I had four nights already booked at the hotel and tried the BRG on the fifth night. Now I cancelled my reservation and booked the hotel next door instead.