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 12, 2020, 2:48 am
#2971
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
Success with BRG today! Booked a stay at a HP in Mexico for $60 member advance purchase non-refundable, regular advance purchase was $64. Trip.com had a non-refundable rate for the same room type for $55. Request was approved within an hour, rate was matched, and I'll be the proud new owner of those 5k points in a few short weeks 
But obviously the $60 rate is easy enough to live with if necessary...I wish I could do a $60 prepaid BRG close to home. I'd be there every week...
Feb 12, 2020, 6:42 pm
#2972
Join Date: May 2010
Location: PHL
Programs: AA EXP, UA *S, Hilton Diamond, Marriott Titanium, Hyatt Exp, IHG Plat, National EE, Sixt Plat
Posts: 648
Thankfully, I needed a one night stay in the area anyway, and this property had the best combination of price and location, so I'd be staying there either way and wasn't worried about the non-refundable rate. A successful BRG claim was just icing on the cake.
Mar 4, 2020, 1:12 pm
#2973
FlyerTalk Evangelist
Join Date: Mar 2010
Programs: DL, OZ, AC, AS, AA, BA, Hilton, Hyatt, Marriott, IHG
Posts: 19,903
This is a long thread and I'm new to this so I'm hoping someone can help me. I'm using OTAs to search for rates and I have found some rates that are lower than Hyatt's own rate. So if I book a refundable rate from Hyatt, just so I can that I can cancel if they deny the price match, but the OTA's rate is non-refundable, do I have a good chance of success with the BRG? I'm taking into account that the dates and room type are the same. I don't have time to sift through the T&Cs just to make sure everything is the same. If Hyatt is insisting on that, then I guess I might fail.
Mar 4, 2020, 1:21 pm
#2974
Join Date: Jul 2018
Location: SFO
Posts: 489
This is a long thread and I'm new to this so I'm hoping someone can help me. I'm using OTAs to search for rates and I have found some rates that are lower than Hyatt's own rate. So if I book a refundable rate from Hyatt, just so I can that I can cancel if they deny the price match, but the OTA's rate is non-refundable, do I have a good chance of success with the BRG? I'm taking into account that the dates and room type are the same. I don't have time to sift through the T&Cs just to make sure everything is the same. If Hyatt is insisting on that, then I guess I might fail.
Mar 4, 2020, 1:26 pm
#2975
FlyerTalk Evangelist
Join Date: Mar 2010
Programs: DL, OZ, AC, AS, AA, BA, Hilton, Hyatt, Marriott, IHG
Posts: 19,903
Then what if Hyatt declines the price match? I guess I'm stuck with the Hyatt rate then? Furthermore, which rate should I book with Hyatt? The OTA doesn't have a so called members' only rate. By that definition, then Hyatt can simply decline all price match.
Mar 4, 2020, 1:30 pm
#2976
Join Date: Jul 2018
Location: SFO
Posts: 489
of course the OTA doesn’t have a member rate, it’s a world of hyatt member rate which requires direct booking
Mar 4, 2020, 1:41 pm
#2977
FlyerTalk Evangelist
Join Date: Mar 2010
Programs: DL, OZ, AC, AS, AA, BA, Hilton, Hyatt, Marriott, IHG
Posts: 19,903
Should I go with the 5000 points or take the additional 20% off?
Mar 4, 2020, 3:10 pm
#2978
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
That's entirely personal. The chances are, on a multi-night stay, the 20% off would be more beneficial but for a one nighter or maybe two at a dirt cheap property (or perhaps when using other people's money), the 5K would be better.
Mar 4, 2020, 3:33 pm
#2979
FlyerTalk Evangelist
Join Date: Mar 2010
Programs: DL, OZ, AC, AS, AA, BA, Hilton, Hyatt, Marriott, IHG
Posts: 19,903
If you don't want to run the (high) risk of getting burned, book the lowest refundable and publicly available rate. Don't book the member rate for the purposes of a BRG.
That's entirely personal. The chances are, on a multi-night stay, the 20% off would be more beneficial but for a one nighter or maybe two at a dirt cheap property (or perhaps when using other people's money), the 5K would be better.
That's entirely personal. The chances are, on a multi-night stay, the 20% off would be more beneficial but for a one nighter or maybe two at a dirt cheap property (or perhaps when using other people's money), the 5K would be better.
Mar 4, 2020, 3:39 pm
#2980
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
I don't have anything to offer on how to increase your chances, unfortunately, other than possibly trying to find multiple BRG opportunities (i.e. multiple competitor websites), in which case you will need to make a separate reservation for each claim). Hyatt says it will turnaround BRG claims in 24 hours. If after 24 hours you haven't received a reply, phone.
Mar 4, 2020, 4:03 pm
#2981
FlyerTalk Evangelist
Join Date: Mar 2010
Programs: DL, OZ, AC, AS, AA, BA, Hilton, Hyatt, Marriott, IHG
Posts: 19,903
I don't have anything to offer on how to increase your chances, unfortunately, other than possibly trying to find multiple BRG opportunities (i.e. multiple competitor websites), in which case you will need to make a separate reservation for each claim). Hyatt says it will turnaround BRG claims in 24 hours. If after 24 hours you haven't received a reply, phone.
Mar 5, 2020, 9:18 am
#2982
FlyerTalk Evangelist
Join Date: Mar 2010
Programs: DL, OZ, AC, AS, AA, BA, Hilton, Hyatt, Marriott, IHG
Posts: 19,903
So I heard back from Hyatt and they declined to do a price match. The rep said the rate between Hyatt and the OTA is the same after doing some research. I had no idea how the rep came to that conclusion. I even included a screenshot and it showed a lower price for the same room and the same dates.
Mar 5, 2020, 9:58 am
#2983
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
So I heard back from Hyatt and they declined to do a price match. The rep said the rate between Hyatt and the OTA is the same after doing some research. I had no idea how the rep came to that conclusion. I even included a screenshot and it showed a lower price for the same room and the same dates.
Mar 5, 2020, 10:09 am
#2985
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784