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
Apr 16, 2019, 3:54 pm
#2836
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: 13,041
Just re-did two BRG claims at one of my sure thing hotels. The approvals came through within minutes. Thrilled to get 5k points instead of a $50 voucher that isn't the easiest to get full value from...
The real test going forward though is whether "prepaid, but fully refundable" will be accepted against flexible again...
The real test going forward though is whether "prepaid, but fully refundable" will be accepted against flexible again...
Apr 16, 2019, 4:42 pm
#2837
Join Date: Jan 2008
Posts: 3,570
Best rate is back to 20% or 5k points.
And membership sites are allowed now.
see https://www.hyatt.com/info/best-rate-guarantee/
And membership sites are allowed now.
see https://www.hyatt.com/info/best-rate-guarantee/
Apr 16, 2019, 5:43 pm
#2838
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,481
I am flabbergasted. Why in the world would Hyatt make those changes? 
How could Hyatt be unhappy with existing state of BRG when they didn't even need to pay BRG agents as they have no case to work on? 
Did Hyatt assigned someone new to be in charge of BRG program? The last one was a serious question.
How could Hyatt be unhappy with existing state of BRG when they didn't even need to pay BRG agents as they have no case to work on? Did Hyatt assigned someone new to be in charge of BRG program? The last one was a serious question.
Apr 16, 2019, 10:14 pm
#2839
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,352
OK, this is an odd coincidence. I thought Hyatt didn't do a discount as part of their BRG, but I hadn't looked into it in ages, and found the page tonight. Lo and behold, they offer 20% off! And now I find this only changed in the past couple of days.
The inclusion of free membership sites is pretty extraordinary. Priceline offers me some insane discounts from time to time if I'm signed in to my profile. I can't use those with Hilton, but evidently I now can with Hyatt.
The inclusion of free membership sites is pretty extraordinary. Priceline offers me some insane discounts from time to time if I'm signed in to my profile. I can't use those with Hilton, but evidently I now can with Hyatt.
Apr 16, 2019, 11:05 pm
#2840
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,481
Me think Hyatt BRG agents, facing mass layoffs due to no one filing for BRG anymore, forced this change.
Apr 17, 2019, 1:39 am
#2841
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: 13,041
Methinks you guys are way too optimistic. Let's see how it plays out...
I also thought that IHG would become easier when they switched to just handing out points. Nope... still the same agents who are told to reject everything they can.
Hilton changed things up. Started promoting it like crazy. Still nearly impossible to claim...
I also thought that IHG would become easier when they switched to just handing out points. Nope... still the same agents who are told to reject everything they can.
Hilton changed things up. Started promoting it like crazy. Still nearly impossible to claim...
Apr 17, 2019, 4:12 am
#2843
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I see this clause has been added to the T&Cs also:
Any reservations made with consecutive night stays at the same location shall be considered one stay/reservation for purposes of the Best Rate Guarantee and therefore, shall only receive one (1) Reward if verified and eligible.
Apr 17, 2019, 6:05 am
#2844
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,835
I had buried Hyatt BRG a while back. But with the increasing difficulty with Hilton BRG, the Marriott LNF changes that made Starwood harder, there is an opportunity for Hyatt to get a lot of my business away from Hilton and Marriott. I guess time will tell how it will work in practice but if they want my business at 20% off, they sure are going to get it big time.
Apr 18, 2019, 2:13 pm
#2850
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
Appeal. Ask to have it reviewed by someone who understands English.