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
Feb 11, 2017, 3:02 pm
#2626
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Getting all kinds of silly "help" from Hyatt reps 
:
1) Try using a different browser - I have tried five different kinds;
2) Try booting - I have rebooted thrice;
3) Try a different computer - I have tried three different computers;
4) It probably went through despite error message, just wait for 24 hours - I called back and a different rep confirmed that no BRG form was received;
5) Try tomorrow, you can submit BRG anytime until 24 hours before check-in - This contradicts BRG T&C;
6) BRG can only be submitted via web form, nothing can be done over the phone - The issue is web form doesn't work.
Unfortunately, the rate booked is non-refundable or else I would have cancelled.
Really love to know if the problem is on my end or not.
:1) Try using a different browser - I have tried five different kinds;
2) Try booting - I have rebooted thrice;
3) Try a different computer - I have tried three different computers;
4) It probably went through despite error message, just wait for 24 hours - I called back and a different rep confirmed that no BRG form was received;
5) Try tomorrow, you can submit BRG anytime until 24 hours before check-in - This contradicts BRG T&C;
6) BRG can only be submitted via web form, nothing can be done over the phone - The issue is web form doesn't work.
Unfortunately, the rate booked is non-refundable or else I would have cancelled.
Really love to know if the problem is on my end or not.
Last edited by TerryK; Feb 11, 2017 at 3:33 pm
Feb 12, 2017, 11:51 pm
#2628
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Feb 13, 2017, 9:42 am
#2629
Join Date: Feb 2010
Programs: MR-Amb, Hyatt-Globalist, AA-EXP
Posts: 1,744
I was just told that the Hyatt Member Rate is not eligible for a BRG, so I need to book the higher Hyatt Daily Rate and then resubmit my request. I swear they just make stuff up now. I'll probably get a response denying my new claim because I didn't book the lowest available rate.
After hitting diamond the last 4 years, I have 38 nights so far this year and 0 are with Hyatt.
Edit: Of course, I'm having the same issues that everyone else appears to be having so I'm not able to resubmit the claim. The rate has to be cancelled by tomorrow too, so I guess I'll have to stay elsewhere unless the BRG goes through pretty soon.
After hitting diamond the last 4 years, I have 38 nights so far this year and 0 are with Hyatt.
Edit: Of course, I'm having the same issues that everyone else appears to be having so I'm not able to resubmit the claim. The rate has to be cancelled by tomorrow too, so I guess I'll have to stay elsewhere unless the BRG goes through pretty soon.
Last edited by spgplat21; Feb 13, 2017 at 2:58 pm
Feb 13, 2017, 6:14 pm
#2630
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
It should work if lower rate is still available when BRG team reviews it again.
Perhaps you can reply to your BRG rejection email, after booking new rate, and see if that works.
Last edited by TerryK; Feb 13, 2017 at 6:21 pm
Feb 13, 2017, 8:08 pm
#2631
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
I was just told that the Hyatt Member Rate is not eligible for a BRG, so I need to book the higher Hyatt Daily Rate and then resubmit my request. I swear they just make stuff up now. I'll probably get a response denying my new claim because I didn't book the lowest available.
I encounter this issue too. Hyatt BRG requires exact match between rate terms. Makes sense to exclude third party rate with special rate terms yet makes no sense to exclude hyatt's own lower rate and requires booking higher rate on Hyatt. I was rejected once for the same reason but was approved after resubmission with higher booked rate. It should work if lower rate is still available when BRG team reviews it again.
It should work if lower rate is still available when BRG team reviews it again.
Feb 14, 2017, 9:55 pm
#2632
Join Date: Feb 2010
Programs: MR-Amb, Hyatt-Globalist, AA-EXP
Posts: 1,744
Denying the claim because I decided to a compare it to an even cheaper rate seems crazy and making me rebook at the higher rate and resubmit the claim was a waste of everyone's time.
On the bright side, I was able to just respond to the denial e-mail and they approved my claim since I'm still not able to submit any claims through the website.
Last edited by spgplat21; Feb 14, 2017 at 10:10 pm
Feb 15, 2017, 6:14 am
#2633
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Still broken, it seems.
I phoned and the very nice agent I spoke with spoke with a supervisor. The advice was Hyatt isn't accepting any BRGs while the weblink is broken and there is currently no estimate as to when it will be fixed. Given it's Hyatt IT we're talking about, it may never be.
Is this not akin to Sony saying 'Thanks for your warranty claim but unfortunately our IT is pathetic and right now we've decided not to process any claims. Call back later - preferably when your big screen is out of warranty'?
I phoned and the very nice agent I spoke with spoke with a supervisor. The advice was Hyatt isn't accepting any BRGs while the weblink is broken and there is currently no estimate as to when it will be fixed. Given it's Hyatt IT we're talking about, it may never be.
Is this not akin to Sony saying 'Thanks for your warranty claim but unfortunately our IT is pathetic and right now we've decided not to process any claims. Call back later - preferably when your big screen is out of warranty'?
Feb 15, 2017, 10:25 am
#2635
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Yes, still broken. Has any FTer been able to submit Hyatt BRG since Feb 11? Hyatt phone agent claimed that there were submissions on Feb 11 but I am interested in knowing if that is alternative fact.
I was not able to submit Hyatt BRG since around midnight on Feb 11.
Hyatt phone agent claimed that there were submissions on Feb 11 but I am interested in knowing if that is alternative fact. I was not able to submit Hyatt BRG since around midnight on Feb 11.
Feb 17, 2017, 8:15 am
#2638
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
Feb 17, 2017, 8:32 am
#2639
Join Date: May 2006
Location: Toronto
Programs: HGP Globalist, SPG P100, Hilton Dia
Posts: 425