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
Jul 1, 2016, 8:14 am
#2461
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
I gave it a lot of thought but made the decision to gather all my '...?' and 'You can't be serious?' moments from Hyatt's BRG program along with a sprinkle of some of those found hear and, two days ago, I filed a formal complaint with the US Federal Trade Commission alleging the program is a scam and operates, at least in part, fraudulently. I then gathered another 25-odd pages that I couldn't upload and mailed them to their office at 600 Penn Ave NW, DC.
We'll see. I'm certainly not expecting a major press conference by the titans of the FTC but I do hope it will be looked into.
We'll see. I'm certainly not expecting a major press conference by the titans of the FTC but I do hope it will be looked into.
So if you feel as though you're being taken for a ride with Hyatt's BRG, please take a few minutes to lodge a complaint: https://www.ftccomplaintassistant.gov/#&panel1-3.
Jul 1, 2016, 12:44 pm
#2462
Join Date: Mar 2011
Location: New York, NY
Programs: AA ExPl, DL PM, UA Silver, Hyatt Globalist, Marriott Titanium, probably some others
Posts: 4,105
I sent in a BRG for the Hyatt Regency Cambridge using reservetravel.com and after some issues with the form, was told that the rate listed on the site was the same as the one on hyatt.com. I checked it again in an incognito window and saw again that the rate was far lower than the hyatt.com rate. I called in and was directed by the Diamond line to a reservations manager, who then looked up the rate in incognito mode on her laptop, found the lower rate, and spoke to her manager, who then applied it. Maybe 45 minutes work, which wasn't ideal.
Jul 4, 2016, 7:38 pm
#2463
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
my claim got denied with this stupid reason.
_________________________________________________
Dear Mr. 3rdworldresident,
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 hyatt.com being a tax inclusive reservation and priceline.com is not tax inclusive so we can not compare the two rates. Additional information regarding your submission is available below.
Park Hyatt Melbourne
Arrival Date: 01/xx/2017
Departure Date: 01/xx/2017
Occupancy: 2
The reservation you have already made is still confirmed at the original rate. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.323.7249/402.592.6465.
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
Warmest regards,
Sxxx Mxxxxx
Guest Services Specialist
Global Contact Center - Omaha
_________________________________________________
It's Australia, dude!!! All price shown are inclusive of taxes.
_________________________________________________
Dear Mr. 3rdworldresident,
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 hyatt.com being a tax inclusive reservation and priceline.com is not tax inclusive so we can not compare the two rates. Additional information regarding your submission is available below.
Park Hyatt Melbourne
Arrival Date: 01/xx/2017
Departure Date: 01/xx/2017
Occupancy: 2
The reservation you have already made is still confirmed at the original rate. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.323.7249/402.592.6465.
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
Warmest regards,
Sxxx Mxxxxx
Guest Services Specialist
Global Contact Center - Omaha
_________________________________________________
It's Australia, dude!!! All price shown are inclusive of taxes.
Jul 4, 2016, 10:21 pm
#2464
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
my claim got denied with this stupid reason.
_________________________________________________
Dear Mr. 3rdworldresident,
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 hyatt.com being a tax inclusive reservation and priceline.com is not tax inclusive so we can not compare the two rates. Additional information regarding your submission is available below.
Park Hyatt Melbourne
Arrival Date: 01/xx/2017
Departure Date: 01/xx/2017
Occupancy: 2
The reservation you have already made is still confirmed at the original rate. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.323.7249/402.592.6465.
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
Warmest regards,
Sxxx Mxxxxx
Guest Services Specialist
Global Contact Center - Omaha
_________________________________________________
It's Australia, dude!!! All price shown are inclusive of taxes.
_________________________________________________
Dear Mr. 3rdworldresident,
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 hyatt.com being a tax inclusive reservation and priceline.com is not tax inclusive so we can not compare the two rates. Additional information regarding your submission is available below.
Park Hyatt Melbourne
Arrival Date: 01/xx/2017
Departure Date: 01/xx/2017
Occupancy: 2
The reservation you have already made is still confirmed at the original rate. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.323.7249/402.592.6465.
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
Warmest regards,
Sxxx Mxxxxx
Guest Services Specialist
Global Contact Center - Omaha
_________________________________________________
It's Australia, dude!!! All price shown are inclusive of taxes.
I would resubmit but with the tax exclusive rate in the Hyatt box.
Jul 5, 2016, 12:34 pm
#2465
Join Date: Jun 2009
Programs: DL GM,Hyatt Explorist, Hilton Gold, Marriott Titanium, NEXUS
Posts: 281
Andaz London Liverpool
August 2016
Room Type: King
Hyatt Rate: £175.15 per night tax inclusive
Competing rate:£153.86 per night tax inclusive (Priceline)
Approved BRG rate: £123.09 per night tax inclusive.
Approval took just over 24 hours.
August 2016
Room Type: King
Hyatt Rate: £175.15 per night tax inclusive
Competing rate:£153.86 per night tax inclusive (Priceline)
Approved BRG rate: £123.09 per night tax inclusive.
Approval took just over 24 hours.
Jul 6, 2016, 2:47 pm
#2466
Join Date: Jul 2016
Posts: 1
Just Insincere
made a hyatt booking, found cheaper on Hotel.com. same room, same deal with breakfast, need credit card guarantee but zero deposit and free cancellation.
rejected without any satisfactory reason.
I find the Hyatt BRG insincere.
rejected without any satisfactory reason.
I find the Hyatt BRG insincere.
Jul 6, 2016, 3:13 pm
#2467
Join Date: Jun 2009
Programs: DL GM,Hyatt Explorist, Hilton Gold, Marriott Titanium, NEXUS
Posts: 281
Jul 6, 2016, 5:07 pm
#2468
Join Date: Jan 2013
Location: Chicago
Posts: 425
Read this and immediately wrote to "Gold Passport Concierge", this is their answer:
"If the lowest rate available is a nonrefundable rate, then the nonrefundable cancellation policy remains in place regardless of whether or not a Best Rate Guarantee claim is approved or denied. I will be sure to share your feedback with our Corporate office as well.
"
This are really terrible news. Hyatt's BRG is now officially a joke."
Jul 6, 2016, 5:30 pm
#2469
Join Date: Mar 2012
Posts: 989
my claim got denied with this stupid reason.
_________________________________________________
Dear Mr. 3rdworldresident,
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 hyatt.com being a tax inclusive reservation and priceline.com is not tax inclusive so we can not compare the two rates. Additional information regarding your submission is available below.
Park Hyatt Melbourne
Arrival Date: 01/xx/2017
Departure Date: 01/xx/2017
Occupancy: 2
The reservation you have already made is still confirmed at the original rate. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.323.7249/402.592.6465.
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
Warmest regards,
Sxxx Mxxxxx
Guest Services Specialist
Global Contact Center - Omaha
_________________________________________________
It's Australia, dude!!! All price shown are inclusive of taxes.
_________________________________________________
Dear Mr. 3rdworldresident,
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 hyatt.com being a tax inclusive reservation and priceline.com is not tax inclusive so we can not compare the two rates. Additional information regarding your submission is available below.
Park Hyatt Melbourne
Arrival Date: 01/xx/2017
Departure Date: 01/xx/2017
Occupancy: 2
The reservation you have already made is still confirmed at the original rate. Should you like to make any changes or cancellations to a Hyatt-made reservations, please contact our Global Contact Center at 800.323.7249/402.592.6465.
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
Warmest regards,
Sxxx Mxxxxx
Guest Services Specialist
Global Contact Center - Omaha
_________________________________________________
It's Australia, dude!!! All price shown are inclusive of taxes.
Jul 9, 2016, 12:55 am
#2471
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
So used to it now.
~First email generic denial
~2nd email longer explanation of an bogus denial and advising that they are closing the ticket now.
Jul 10, 2016, 9:49 am
#2472
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: 13,053
Had a claim denied for the Concourse hotel at LAX, simply because it is not a full Hyatt yet.
Fair enough... except why is it listed in the drop-down box for Los Angeles hotels (on the BRG claim form) if it can't be claimed?
Fair enough... except why is it listed in the drop-down box for Los Angeles hotels (on the BRG claim form) if it can't be claimed?
Jul 10, 2016, 10:46 am
#2473
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
they just can't find the right reason to deny your claim, so gave you this stupid explaination.
Jul 21, 2016, 6:59 pm
#2474
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
Again, my claim got denied.
----------------------------------------------
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 competing website applying a different tax rate than Hyatt.com. Because we have no visible way to determine if their room rates are before or after the 8% federal tax required by the hotels local jurisdiction, the competing rate would be invalid.
----------------------------------------------
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 competing website applying a different tax rate than Hyatt.com. Because we have no visible way to determine if their room rates are before or after the 8% federal tax required by the hotels local jurisdiction, the competing rate would be invalid.
Jul 22, 2016, 12:08 pm
#2475
Join Date: Feb 2007
Location: U.S. (sometimes)
Programs: UA 1k 1MM, AA Exec Plat, Hyatt Diamond, SPG Plat, Marriott Plat, Hilton Gold, IHG Plat, Accor ?????
Posts: 1,398
If Hyatt.com doesn't offer a prepaid rate, does that it is impossible to BRG against a prepaid rate?
A strict interpretation of the BRG T&C says 'no'.
(I imagine this question has been asked before, but I couldn't find it.)
A strict interpretation of the BRG T&C says 'no'.
(I imagine this question has been asked before, but I couldn't find it.)