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.
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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 1, 2018, 2:35 pm
#2777
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
Feb 9, 2018, 3:13 am
#2778
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: 13,051
Yep, I received an instant denial recently - it arrived within minutes - for an Amoma claim.
Has anybody used the $50 credit outside the U.S.? Just wondering whether the FX rate is horrible, or whether there might be some interesting advantages from stale exchange rates (like you see sometimes with Points + Cash)
Has anybody used the $50 credit outside the U.S.? Just wondering whether the FX rate is horrible, or whether there might be some interesting advantages from stale exchange rates (like you see sometimes with Points + Cash)
Mar 12, 2018, 1:34 pm
#2779
Join Date: Apr 2017
Location: PVD, BOS
Programs: AA EXP
Posts: 1,664
Is it possible to file a BRG claim if you book a room using a BRG code from a previous stay?
Alternatively, if I book a room now at the Member Rate (or Advance Purchase Rate), can I add the BRG code to the reservation at a later date?
Alternatively, if I book a room now at the Member Rate (or Advance Purchase Rate), can I add the BRG code to the reservation at a later date?
Mar 31, 2018, 6:16 am
#2780
Join Date: Aug 2012
Location: BOS/MHT/PVD/BDL
Programs: Belong to Many but No Longer Loyal to Any
Posts: 880
Here's a good one. Booked a room for 1 adult and 2 children and found a lower rate for the same at booking.com. Hyatt desk denied BRG because the Hyatt reservation showed 3 adults whereas the Booking.com showed 1 adult and 2 children. Well, Hyatt.com automatically changes the occupants to 3 "Guests"
Mar 31, 2018, 9:22 pm
#2782
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: 13,051
Hyatt BRG works fine for competing rates from the Expedia or Priceline empires. Otherwise I don't bother trying.
Apr 6, 2018, 6:57 am
#2783
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Has the prohibition on claiming using a publicly available promotion code or discount voucher always been in the T&Cs or is it new?
I've got my first $50 voucher and it produces some interesting discounts. At one French property it reduced the rate by the equivalent of only $42. At a UK property it short-changed me by a little over $3. At another property applying the code got me discount of $65.
I also notice that for at least one property I looked at, applying the code produces discounts off the AP rate, although only to the value of $23.
I also notice that for at least one property I looked at, applying the code produces discounts off the AP rate, although only to the value of $23.
Apr 13, 2018, 10:42 am
#2784
Join Date: Oct 2009
Posts: 236
Stay is tonight, made reservation last night.
Best rate on Hyatt.com as of last night is $90 member rate. Effectively non-refundable because it's within the 48 hour cancel policy.
Prepaid/Non-refundable rate on priceline.com is $78.
Booked on Hyatt.com and submitted a BRG claim claim.
Claims denied because "the cancel policies do have to match exactly the same even if you are within our standard cancelation."
This is why most BRG claims are a joke. Why would I book at Hyatt.com again?
Best rate on Hyatt.com as of last night is $90 member rate. Effectively non-refundable because it's within the 48 hour cancel policy.
Prepaid/Non-refundable rate on priceline.com is $78.
Booked on Hyatt.com and submitted a BRG claim claim.
Claims denied because "the cancel policies do have to match exactly the same even if you are within our standard cancelation."
This is why most BRG claims are a joke. Why would I book at Hyatt.com again?
Last edited by avatexrs; Apr 13, 2018 at 10:58 am
Apr 16, 2018, 8:30 pm
#2785
Join Date: May 2006
Location: SIN
Programs: KF, MPC, BAEC // Bonvoy, WoH, Honors
Posts: 1,464
Stay is tonight, made reservation last night.
Best rate on Hyatt.com as of last night is $90 member rate. Effectively non-refundable because it's within the 48 hour cancel policy.
Prepaid/Non-refundable rate on priceline.com is $78.
Booked on Hyatt.com and submitted a BRG claim claim.
Claims denied because "the cancel policies do have to match exactly the same even if you are within our standard cancelation."
This is why most BRG claims are a joke. Why would I book at Hyatt.com again?
Best rate on Hyatt.com as of last night is $90 member rate. Effectively non-refundable because it's within the 48 hour cancel policy.
Prepaid/Non-refundable rate on priceline.com is $78.
Booked on Hyatt.com and submitted a BRG claim claim.
Claims denied because "the cancel policies do have to match exactly the same even if you are within our standard cancelation."
This is why most BRG claims are a joke. Why would I book at Hyatt.com again?
Apr 23, 2018, 12:46 am
#2787
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
Is Hyatt still denying essentially all refundable rates because the sites like Expedia & Orbitz collect money up front, whereas Hyatt doesn't? (yes, that's what they told me). Has anyone had any approved, or are the rare references to approved claims about non-refundable rates?
Apr 23, 2018, 12:58 am
#2788
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: 13,051
Is Hyatt still denying essentially all refundable rates because the sites like Expedia & Orbitz collect money up front, whereas Hyatt doesn't? (yes, that's what they told me). Has anyone had any approved, or are the rare references to approved claims about non-refundable rates?
I get approved for refundable rates, but only from hotels.com claims. (which are obviously much harder to find lower rates through...)
Apr 23, 2018, 1:50 am
#2789
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Is Hyatt still denying essentially all refundable rates because the sites like Expedia & Orbitz collect money up front, whereas Hyatt doesn't? (yes, that's what they told me). Has anyone had any approved, or are the rare references to approved claims about non-refundable rates?
Apr 23, 2018, 6:57 am
#2790
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,639
I don't recall re. Expedia / Orbitz, but it is definitely the same company as hotels.com - 99% of the time with the same hotel rates - and Hotels.com definitely allows you to "pay at the hotel".
I get approved for refundable rates, but only from hotels.com claims. (which are obviously much harder to find lower rates through...)
I get approved for refundable rates, but only from hotels.com claims. (which are obviously much harder to find lower rates through...)
