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
Aug 30, 2018, 4:25 pm
#2792
Join Date: Aug 2005
Location: All Over
Programs: DL Gold, AA EXP, SPG Plat, Hilton Dia, Hyatt Glob, CC Gold, Avis President's Club
Posts: 574
I found a lower rate for an upcoming stay on hotels.com, except it is prepaid. The hyatt.com rate is not prepaid and they don't offer a prepaid rate.
As a matter of principle, it appears hotels.com has a cheaper rate over Hyatt.com, but will they deny the claim because the cancellation terms don't match?
As a matter of principle, it appears hotels.com has a cheaper rate over Hyatt.com, but will they deny the claim because the cancellation terms don't match?
Aug 30, 2018, 4:31 pm
#2793
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,484
I found a lower rate for an upcoming stay on hotels.com, except it is prepaid. The hyatt.com rate is not prepaid and they don't offer a prepaid rate.
As a matter of principle, it appears hotels.com has a cheaper rate over Hyatt.com, but will they deny the claim because the cancellation terms don't match?
As a matter of principle, it appears hotels.com has a cheaper rate over Hyatt.com, but will they deny the claim because the cancellation terms don't match?
Aug 31, 2018, 2:41 am
#2794
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
I found a lower rate for an upcoming stay on hotels.com, except it is prepaid. The hyatt.com rate is not prepaid and they don't offer a prepaid rate.
As a matter of principle, it appears hotels.com has a cheaper rate over Hyatt.com, but will they deny the claim because the cancellation terms don't match?
As a matter of principle, it appears hotels.com has a cheaper rate over Hyatt.com, but will they deny the claim because the cancellation terms don't match?
It's hard to see how this can be considered anything other than a scam at this stage.
Aug 31, 2018, 10:10 am
#2795
Join Date: Jan 2008
Posts: 3,578
I am quite honestly shocked that anyone still bothers with this. Used to use it all the time and since the changes a long while back, I have not even thought about it at all anymore. It is a complete farce and they should just get rid of it totally.
Aug 31, 2018, 10:23 am
#2796
formerly a193991
Join Date: Dec 2014
Location: Zulu Romeo Hotel
Programs: Hyatt LT Globalist; LX SEN (*A Gold), AA LTG, SBB-CFF-FFS First Class GA
Posts: 4,579
why bother??? the rate may be just a couple of $$ lower, but all the hassle with claiming etc is simply not worth the wasted time.... I am amazed how much value is put in saving a couple of $ vs saving the time to fight for $..
Aug 31, 2018, 1:43 pm
#2797
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Several weeks ago I had the displeasure of having to amend an existing booking where a successful $50 BRG code had been applied. The rate at the property I was staying at had dropped so, naturally, I wanted to avail myself of the lower rate. Logged into my account I selected modifying the reservation. But Hyatt's notorious IT system is so antiquated that it wouldn't recognise that the $50 code I was using on the reservation was the very same reservation I wanted to amend. The system was telling me it couldn't apply the code because it had already been applied. Yes, it had. To the very reservation I was trying to amend! I spent just over 30 minutes on the phone to two agents firstly trying to explain what I was doing and then secondly trying to get them to fix it. And they couldn't do it! The supervisor told me she would have to email the hotel to get the team their to amend it. Why? It had absolutely nothing to do with the hotel and everything to do with Hyatt making things ridiculously complicated. It took another four days for the new rate to be reflected and even then the hotel had the wrong rate when I checked-in and the same wrong rate when I checked out.
Aug 31, 2018, 6:24 pm
#2798
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
Several weeks ago I had the displeasure of having to amend an existing booking where a successful $50 BRG code had been applied. The rate at the property I was staying at had dropped so, naturally, I wanted to avail myself of the lower rate. Logged into my account I selected modifying the reservation. But Hyatt's notorious IT system is so antiquated that it wouldn't recognise that the $50 code I was using on the reservation was the very same reservation I wanted to amend. The system was telling me it couldn't apply the code because it had already been applied. Yes, it had. To the very reservation I was trying to amend! I spent just over 30 minutes on the phone to two agents firstly trying to explain what I was doing and then secondly trying to get them to fix it. And they couldn't do it! The supervisor told me she would have to email the hotel to get the team their to amend it. Why? It had absolutely nothing to do with the hotel and everything to do with Hyatt making things ridiculously complicated. It took another four days for the new rate to be reflected and even then the hotel had the wrong rate when I checked-in and the same wrong rate when I checked out.
Although cancelling a "single use code" can be nerve-wracking, it works fine. Instead of spending 30 seconds cancelling and rebooking, you're the one who made it complicated.
Aug 31, 2018, 8:04 pm
#2799
Join Date: Jun 2014
Location: FL
Programs: AA EXP, Hyatt Diamond, SPG Plat, IC Plat Amb, HH Diamond, Marriott Platinum
Posts: 1,299
I should have listened to this thread. Hyatt BRG is a -----. They denied me TWICE for two different website claiming they are not valid websites. google.com is not a valid website ...??????? google.com has been selling hotel rooms for a long time, and then they said they dont match priceline because of secret prices... ...????? The price is not secret and its not a random hotel you win, it is a regular booking! No respect for globalist members. This is a slap in the face. I am not staying in their ---- hotel. SPG BRG were so easy in comparison.
Last edited by lotrbfme; Aug 31, 2018 at 8:29 pm
Aug 31, 2018, 9:29 pm
#2800
Join Date: Jun 2014
Location: FL
Programs: AA EXP, Hyatt Diamond, SPG Plat, IC Plat Amb, HH Diamond, Marriott Platinum
Posts: 1,299
Wow I just check my email and I have about 20 BRG from SPG all Aproved with the 20%. Hyatt they offer you a coupon for bed bath and beyond 20% off and also deny your claim.
Aug 31, 2018, 11:21 pm
#2801
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
Sep 10, 2018, 3:17 am
#2802
Join Date: Aug 2018
Location: London
Programs: IHG, SPG, Marriot, Hilton
Posts: 3
WoH Member Rate is NOT eligible as a Hyatt Price for BRG
I just had a reservation with Hyatt using the Member Advanced Purchase Rate. The price is the same as the (non-member) Advanced Purchase Rate on their website. I then found a lower rate and submitted a BRG request within 1 hour of the Hyatt booking, they replied me that
I don't think this makes any sense. Hyatt is denying a BRG because I use THEIR member rate to compare a 3rd party public rate? BTW, the 3rd party rate is verified by BRG specialist, stating that the only reason to deny my claim is that I use a Hyatt member rate.
Anybody has experienced this before? I think if Hyatt do use this reason, it should be stated clearly.
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 use of the Member Rate. For a claim to be considered for the Best Rate Guarantee price comparison the rates to be compared must be rates which do not require a membership to book. The Member Rate is for World of Hyatt members only thus the rate is ineligible for Best Rate Guarantee consideration.
Anybody has experienced this before? I think if Hyatt do use this reason, it should be stated clearly.
Sep 10, 2018, 5:05 am
#2803
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
I just had a reservation with Hyatt using the Member Advanced Purchase Rate. The price is the same as the (non-member) Advanced Purchase Rate on their website. I then found a lower rate and submitted a BRG request within 1 hour of the Hyatt booking, they replied me that
I don't think this makes any sense. Hyatt is denying a BRG because I use THEIR member rate to compare a 3rd party public rate? BTW, the 3rd party rate is verified by BRG specialist, stating that the only reason to deny my claim is that I use a Hyatt member rate.
Anybody has experienced this before? I think if Hyatt do use this reason, it should be stated clearly.
I don't think this makes any sense. Hyatt is denying a BRG because I use THEIR member rate to compare a 3rd party public rate? BTW, the 3rd party rate is verified by BRG specialist, stating that the only reason to deny my claim is that I use a Hyatt member rate.
Anybody has experienced this before? I think if Hyatt do use this reason, it should be stated clearly.
This also means that the following would be eligible for a claim:
Hyatt standard rate 250
Hyatt member rate 240
Competitor rate 245
Sep 10, 2018, 7:55 am
#2804
Join Date: Jun 2015
Location: Barcelona
Posts: 123
Saw a lower rate on Trip.com but was rejected, so i emailed the property straight and they matched the price and gave me a one level upgrade. kudos to them, otherwise i would have just brought my business over the Starriott.
Sep 27, 2018, 5:18 am
#2805
Moderator: Hawaii-based airlines & Hawai'i forums
Join Date: Mar 2003
Location: Ka ʻĀpala Nui, Nuioka
Programs: NEXUS/Global Entry, Delta, United, Hyatt, IHG, Marriott, and Hertz
Posts: 18,041
I was searching Trivago and found several sites (Expedia, Hotels.com, Getaroom, etc) showing the same rate that was $10 a night cheaper than the member rate at the Hyatt Place in Marathon, FL. I chose the Hotels.com rate for the BRG claim as it seems to match the Hyatt rate's terms and conditions and was happy to get a confirmation email later in the day that the claim had been approved.