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
Nov 15, 2020, 2:48 am
#3061
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I put in a claim for a hotel in a city where taxes have to be included in the displayed price.
There's a clause in the BRG terms that says, "Some jurisdictions require that room rates include applicable taxes. For purposes of Hyatt’s Best Rate Guarantee, only Competing Rates that include such applicable taxes will be compared against Hyatt’s tax-inclusive room rates. If such tax-inclusive Competing Rate is lower than Hyatt’s tax-inclusive room rate, and otherwise complies with the Terms and Conditions, then the Best Rate Guarantee may apply."
This was the screenshot I included:
The claim was denied because the agent said the rate was lower on Hyatt. When I phoned to get more info, the agent I spoke with said the claim isn't valid because taxes are listed separately in the total. Even though the full, tax inclusive price is clearly stated, the fact that the website has a line indicating exactly what those taxes are means "the tax inclusive rate isn't being displayed according to the terms of the program."
There's a clause in the BRG terms that says, "Some jurisdictions require that room rates include applicable taxes. For purposes of Hyatt’s Best Rate Guarantee, only Competing Rates that include such applicable taxes will be compared against Hyatt’s tax-inclusive room rates. If such tax-inclusive Competing Rate is lower than Hyatt’s tax-inclusive room rate, and otherwise complies with the Terms and Conditions, then the Best Rate Guarantee may apply."
This was the screenshot I included:
The claim was denied because the agent said the rate was lower on Hyatt. When I phoned to get more info, the agent I spoke with said the claim isn't valid because taxes are listed separately in the total. Even though the full, tax inclusive price is clearly stated, the fact that the website has a line indicating exactly what those taxes are means "the tax inclusive rate isn't being displayed according to the terms of the program."
Nov 15, 2020, 2:01 pm
#3062
Join Date: Jul 2020
Posts: 111
I probably do half of my BRG claims over the phone. If you do it during normal business hours and get an american agent, they are incredibly helpful and approve it for you over the phone. I did one last week, took less than 10 minutes on the phone.
Nov 15, 2020, 6:20 pm
#3063
Join Date: Sep 2019
Location: Los Angeles
Programs: Hyatt Globalist, Hilton Diamond
Posts: 4,865
For example -
A lot of times I get a Priceline “Mobile Rate” just from searching their site from my phone. I have verified it by using other phones too prior to calling. But it sounds like they only use desktops or laptops for verification.
I have also tried verifying using the Expedia Mobile app (App Exclusive Rates) and they say they can’t verify it or I have to send more screenshots.
You’d think they’d have a tablet or phone with the apps available to verify these rates as they’re pretty common.
Nov 21, 2020, 12:36 pm
#3064
Join Date: Mar 2019
Programs: AC 35K, Marriott Titanium/LT Gold, GHA Titanium, HH Gold, Centara Platinum
Posts: 494
Hey, I have a quick question that I looked around for an answer for but couldn't come up with one. If a 3rd party website is having a sale on certain hotels including an Alila/Hyatt that I want to stay at, would I still be eligible for a BRG (the cancellation, or does the sale disqualify me? Thanks in advance. 
Nov 21, 2020, 1:18 pm
#3065
Join Date: Sep 2019
Location: Los Angeles
Programs: Hyatt Globalist, Hilton Diamond
Posts: 4,865
Hey, I have a quick question that I looked around for an answer for but couldn't come up with one. If a 3rd party website is having a sale on certain hotels including an Alila/Hyatt that I want to stay at, would I still be eligible for a BRG (the cancellation, or does the sale disqualify me? Thanks in advance.
Dec 9, 2020, 12:29 pm
#3066
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
Approval e-mail received 19 minutes after submission.
Hyatt Place Tucson-Central
Found it ~$10 less on Agoda, went with the 5000 bonus points.
Hyatt Place Tucson-Central
Found it ~$10 less on Agoda, went with the 5000 bonus points.
Dec 9, 2020, 7:49 pm
#3067
Join Date: Oct 2013
Location: SFO
Programs: UA 1K, AA EXP, Hyatt Glob, Hilton Diamond, Marriott Plat, Total Wine & More Reserve
Posts: 4,503
Dec 9, 2020, 8:03 pm
#3068
Join Date: Sep 2019
Location: Los Angeles
Programs: Hyatt Globalist, Hilton Diamond
Posts: 4,865
Yeah had the same issue with Hilton, though nothing in either T&C of their BRG mentioning that exclusion.
Dec 13, 2020, 5:13 pm
#3069
Join Date: Mar 2012
Posts: 989
Received an approval today but the rep used the original Hyatt rate when calculating the 20% off rate. Sent an email back requesting the correct adjustment, hope they can fix it because the third party rate is no longer available.
Last edited by babypuwet; Dec 13, 2020 at 6:56 pm
Dec 18, 2020, 3:06 pm
#3070
Join Date: Sep 2020
Programs: AA EXP, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 3,947
Snaptravel
Any experiences using Snaptravel for BRGs?
It requires you to sign in via text message or messenger, but it often has lower rates vs Hyatt.
It requires you to sign in via text message or messenger, but it often has lower rates vs Hyatt.
Jan 4, 2021, 4:08 am
#3071
Join Date: Sep 2020
Programs: AA EXP, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 3,947
The BRG response time seems to have deteriorated drastically in the last few weeks - I've waited 4 days for my last claim (which I had forgotten about... otherwise I would have called). Of course it was rejected since, by the time they looked at it four days later, the rates had changed at both Hyatt.com and the OTA site!
Jan 4, 2021, 8:23 am
#3072
Join Date: May 2014
Posts: 1,868
The BRG response time seems to have deteriorated drastically in the last few weeks - I've waited 4 days for my last claim (which I had forgotten about... otherwise I would have called). Of course it was rejected since, by the time they looked at it four days later, the rates had changed at both Hyatt.com and the OTA site!
Jan 10, 2021, 7:46 pm
#3073
Join Date: Apr 2012
Location: DTW/MBS
Programs: UA 1K, HHonors Diamond, Hyatt Globalist, Formerly Starbucks Gold
Posts: 3,525
Sorry if this is mentioned before, but the hyatt website says I have to create the request within 24 hours of making my booking. It's probably been closer to 30 hours, is that going to make a difference in the validity of my request?
Still tried, Hotels.com had two lower rates for both my existing reservations.
Still tried, Hotels.com had two lower rates for both my existing reservations.
Jan 10, 2021, 7:52 pm
#3074
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Sorry if this is mentioned before, but the hyatt website says I have to create the request within 24 hours of making my booking. It's probably been closer to 30 hours, is that going to make a difference in the validity of my request?
Still tried, Hotels.com had two lower rates for both my existing reservations.
Still tried, Hotels.com had two lower rates for both my existing reservations.
Jan 10, 2021, 8:03 pm
#3075
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
Sorry if this is mentioned before, but the hyatt website says I have to create the request within 24 hours of making my booking. It's probably been closer to 30 hours, is that going to make a difference in the validity of my request?
Still tried, Hotels.com had two lower rates for both my existing reservations.
Still tried, Hotels.com had two lower rates for both my existing reservations.
Equally, though, it doesn't hurt to create a new claim or claims while still keeping the original.