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
Mar 9, 2016, 1:41 am
#2222
Join Date: Apr 2013
Location: London
Programs: BA Gold, Hyatt Globalist, Hyatt Prive
Posts: 197
Mar 9, 2016, 2:06 pm
#2224
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 14,132
This is the first time I am submitting this. So I get this email. In my initial submission I did submit the attachment with the pricing etc. Now I re-submitted from 2 websites that show the lower price.
I reply with screen shots from 2 websites where the rate is much lower than Hyatt. One is Cheaptickets and the other Agoda. I don;t understand it at all.
Thank you for your interest in staying with Hyatt under our Best Rate Guarantee program. After reviewing your claim, I was unable to validate your submission as it seems the rates have changed on the third party website. We did receive attachments with the claim from you; however, we were unable to view the specified hotel & dates. If they were screen shots with rate details, would you please resubmit them by reply to this message? We need to receive them within 24 hours of this email for further consideration. After receiving your documents, I am happy to re-evaluate your claim.
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!
I reply with screen shots from 2 websites where the rate is much lower than Hyatt. One is Cheaptickets and the other Agoda. I don;t understand it at all.
Thank you for your interest in staying with Hyatt under our Best Rate Guarantee program. After reviewing your claim, I was unable to validate your submission as it seems the rates have changed on the third party website. We did receive attachments with the claim from you; however, we were unable to view the specified hotel & dates. If they were screen shots with rate details, would you please resubmit them by reply to this message? We need to receive them within 24 hours of this email for further consideration. After receiving your documents, I am happy to re-evaluate your claim.
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!
Last edited by djjaguar64; Mar 9, 2016 at 2:17 pm
Mar 9, 2016, 2:51 pm
#2225
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
my last 2 claims got denied by the same agent with the same (most stupid) reason as follows
------------------------------------------------
Dear Mr. 3rdworldresident,
We are pleased to hear of your desire to stay with us and your interest in our Best Rate Guarantee program. After reviewing your claim,]I was unable to validate your submission as there is not a reservation made for Hyatt Regency Danang Resort and Spa under the name provided.
Please book your reservation for your requested hotel and stay dates on Hyatt.com or by contacting your nearest Global Contact Center. Once your reservation has been confirmed, resubmit your claim on www.Hyatt.com/bestrateguarantee and a Hyatt.com representative will be able to research your claim.
Best regards,
Jxxxxxx Hxxxx Global Contact Center - Omaha
------------------------------------------------
What?????
this means that you have to make a booking before submitting a brg claim. Right? (like SPG)
does the brg t&C change? the claim form still remains the same. (existing reservation or not?)
anyone experienced this before?
------------------------------------------------
Dear Mr. 3rdworldresident,
We are pleased to hear of your desire to stay with us and your interest in our Best Rate Guarantee program. After reviewing your claim,]I was unable to validate your submission as there is not a reservation made for Hyatt Regency Danang Resort and Spa under the name provided.
Please book your reservation for your requested hotel and stay dates on Hyatt.com or by contacting your nearest Global Contact Center. Once your reservation has been confirmed, resubmit your claim on www.Hyatt.com/bestrateguarantee and a Hyatt.com representative will be able to research your claim.
Best regards,
Jxxxxxx Hxxxx Global Contact Center - Omaha
------------------------------------------------
What?????
this means that you have to make a booking before submitting a brg claim. Right? (like SPG)
does the brg t&C change? the claim form still remains the same. (existing reservation or not?)
anyone experienced this before?
Mar 9, 2016, 2:56 pm
#2226
Join Date: Feb 2010
Location: ORD
Programs: UA 1K
Posts: 4,220
my last 2 claims got denied by the same agent with the same (most stupid) reason as follows
------------------------------------------------
Dear Mr. 3rdworldresident,
We are pleased to hear of your desire to stay with us and your interest in our Best Rate Guarantee program. After reviewing your claim,]I was unable to validate your submission as there is not a reservation made for Hyatt Regency Danang Resort and Spa under the name provided.
Please book your reservation for your requested hotel and stay dates on Hyatt.com or by contacting your nearest Global Contact Center. Once your reservation has been confirmed, resubmit your claim on www.Hyatt.com/bestrateguarantee and a Hyatt.com representative will be able to research your claim.
Best regards,
Jxxxxxx Hxxxx Global Contact Center - Omaha
------------------------------------------------
What?????
this means that you have to make a booking before submitting a brg claim. Right? (like SPG)
does the brg t&C change? the claim form still remains the same. (existing reservation or not?)
anyone experienced this before?
------------------------------------------------
Dear Mr. 3rdworldresident,
We are pleased to hear of your desire to stay with us and your interest in our Best Rate Guarantee program. After reviewing your claim,]I was unable to validate your submission as there is not a reservation made for Hyatt Regency Danang Resort and Spa under the name provided.
Please book your reservation for your requested hotel and stay dates on Hyatt.com or by contacting your nearest Global Contact Center. Once your reservation has been confirmed, resubmit your claim on www.Hyatt.com/bestrateguarantee and a Hyatt.com representative will be able to research your claim.
Best regards,
Jxxxxxx Hxxxx Global Contact Center - Omaha
------------------------------------------------
What?????
this means that you have to make a booking before submitting a brg claim. Right? (like SPG)
does the brg t&C change? the claim form still remains the same. (existing reservation or not?)
anyone experienced this before?
Mar 9, 2016, 4:20 pm
#2227
Join Date: Jul 2015
Location: Nor Cal
Programs: Hyatt Diamond, Hilton Diamond, SPG Gold.
Posts: 180
Mar 9, 2016, 5:15 pm
#2228
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
In the past two or so weeks I've made at least two BRG claims where I had not yet made a reservation. When they were approved I was simply invited to phone Hyatt, make the reservation and have the BRG claim applied to it.
Mar 9, 2016, 5:16 pm
#2229
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
You do not have to make a reservation. You can submit a BRG and if approved they will give you a file reference number. Call the BRG Team and make the reservation.
Mar 9, 2016, 6:18 pm
#2230
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 14,132
I called the 1-800 number it it connects to Tow to Tow service. So I dialled the 402 number and spoke to an agent. He told me to wait while he gets it approved. Then a Supervisor comes on the line and says she rejected it as she needs the Agoda homepage screen showing its the HYATT Bali. OMG, what a PITA. So now I resent the 3rd time with multiple screen shots. This is so frustrating.
Mar 9, 2016, 6:27 pm
#2231
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 14,132
Mar 9, 2016, 6:49 pm
#2234
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 14,132