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 10, 2021, 8:40 pm
#3076
Join Date: Apr 2012
Location: DTW/MBS
Programs: UA 1K, HHonors Diamond, Hyatt Globalist, Formerly Starbucks Gold
Posts: 3,525
In my experience, hold Hyatt to its 24 hour turnaround. It's especially important when you get the inevitable rejection. Remind them the website says 'you will hear back within 24 hours' not that you might or that that's the aim.
Equally, though, it doesn't hurt to create a new claim or claims while still keeping the original.
Equally, though, it doesn't hurt to create a new claim or claims while still keeping the original.
With that said, my first one just got approved...wow. Received email at 1022pm local time, I submitted right at the time of my last post. So I can answer my own question, it looks like I was okay submitting the request right outside the 24 hr from making my hotel reservation.
EDIT: and now second reservation matched. This could not have been easier and faster. It also looks like the same agent reviewed both my requests. That's less than a 45 minute turnaround time on both.
Jan 11, 2021, 12:11 am
#3077
Join Date: Sep 2020
Programs: AA EXP, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 3,947
I had meant that it was 24 hours after I had submitted my reservation, not for the BRG request.
With that said, my first one just got approved...wow. Received email at 1022pm local time, I submitted right at the time of my last post. So I can answer my own question, it looks like I was okay submitting the request right outside the 24 hr from making my hotel reservation.
EDIT: and now second reservation matched. This could not have been easier and faster. It also looks like the same agent reviewed both my requests. That's less than a 45 minute turnaround time on both.
With that said, my first one just got approved...wow. Received email at 1022pm local time, I submitted right at the time of my last post. So I can answer my own question, it looks like I was okay submitting the request right outside the 24 hr from making my hotel reservation.
EDIT: and now second reservation matched. This could not have been easier and faster. It also looks like the same agent reviewed both my requests. That's less than a 45 minute turnaround time on both.
Jan 14, 2021, 10:28 pm
#3078
Join Date: Oct 2014
Location: SEA
Posts: 2,021
Hoping to book a room for tomorrow night. Found a deal for cheaper on trip.com that is non-refundable.
Technically Hyatt's rates are non refundable since I am within 24 hours.
Any idea if that would work? I don't want to pull the trigger and then get denied.
Technically Hyatt's rates are non refundable since I am within 24 hours.
Any idea if that would work? I don't want to pull the trigger and then get denied.
Jan 14, 2021, 10:38 pm
#3079
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
- Claims submitted within 24 hours of first available check-in time for the related reservation."
Jan 14, 2021, 11:08 pm
#3080
Join Date: Dec 2007
Location: SFO
Posts: 4,914
"The Hyatt.com Best Rate Guarantee does not apply to:
- Claims submitted within 24 hours of first available check-in time for the related reservation."
Jan 14, 2021, 11:15 pm
#3081
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Jan 15, 2021, 1:01 am
#3082
Join Date: Aug 2020
Location: Beijing
Posts: 295
My submissions have almost always been against rates on Trip.com, and as with all BRG submissions it's variable. Even when absolutely everything matches they might still find a reason to reject. I've had success once out of about a half-dozen attempts.
Jan 15, 2021, 2:03 pm
#3083
Join Date: Apr 2012
Location: DTW/MBS
Programs: UA 1K, HHonors Diamond, Hyatt Globalist, Formerly Starbucks Gold
Posts: 3,525
I submitted a third request that kind of got matched, but they only wanted to match it to the rate as a customer service gesture and not go above or beyond it.
I've noticed in all three requests, the hyatt customer affairs email is signed by the same person. That has me a bit anxious to make any more requests if the prices change for my upcoming stays and they aren't the best rate anymore if I can rebook them.
I've noticed in all three requests, the hyatt customer affairs email is signed by the same person. That has me a bit anxious to make any more requests if the prices change for my upcoming stays and they aren't the best rate anymore if I can rebook them.
Jan 18, 2021, 7:17 am
#3084
Join Date: Aug 2008
Programs: Hilton Gold, Hyatt Globalist
Posts: 224
Modify/Change exisiting BRG reservation
Does anyone have any experience modifying an existing BRG reservation, where you had to remove a night from the reservation (need reservation to be 7 nights from existing 8 nights)? It does not look I have the ability to make that change online in my account, but if anyone has been able to call Hyatt reservations/or the hotel directly and been successful, please let me know.
Thank you
Thank you
Jan 18, 2021, 7:30 am
#3085
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: 13,047
Does anyone have any experience modifying an existing BRG reservation, where you had to remove a night from the reservation (need reservation to be 7 nights from existing 8 nights)? It does not look I have the ability to make that change online in my account, but if anyone has been able to call Hyatt reservations/or the hotel directly and been successful, please let me know.
Thank you
Thank you
Jan 18, 2021, 7:38 am
#3086
Join Date: Aug 2008
Programs: Hilton Gold, Hyatt Globalist
Posts: 224
At $843/night, I definitely wouldn't want to throw out a night and leave early for example. Sounds like its either 8 nights or cancel and rebook with current rates. Thanks for your insights!!
Jan 18, 2021, 8:36 am
#3087
Join Date: Dec 2001
Location: Nomad
Programs: AA MM EP, QF Gold, UA Silver, Hyatt Globalist, Marriott LTT, HH Gold, National Exec, Hertz PC
Posts: 1,107
Perhaps call the property and ask if there's an early departure penalty. There often isn't.
Jan 18, 2021, 8:58 am
#3088
Join Date: Aug 2008
Programs: Hilton Gold, Hyatt Globalist
Posts: 224
Thanks - I will likely reach out in the coming months once airfares are released for my travel dates. - this trip is for December 25th through January 2nd and I will be charged in full 30 days prior to check-in due to this being a resort during the holiday travel season.
Jan 26, 2021, 5:51 pm
#3089
Join Date: May 2014
Posts: 1,868
Blargh. Just submitted the forms for two identical stays in two consecutive weeks. Realized as I submitted the second one that I attached the wrong screenshot and maybe even pasted in the wrong URL for the first one.
This will be my first attempt at using a hotels.com secret rate - I wish I hadn't bungled it up.
This will be my first attempt at using a hotels.com secret rate - I wish I hadn't bungled it up.
Jan 26, 2021, 5:53 pm
#3090
Join Date: Jul 2019
Posts: 407
Blargh. Just submitted the forms for two identical stays in two consecutive weeks. Realized as I submitted the second one that I attached the wrong screenshot and maybe even pasted in the wrong URL for the first one.
This will be my first attempt at using a hotels.com secret rate - I wish I hadn't bungled it up.
This will be my first attempt at using a hotels.com secret rate - I wish I hadn't bungled it up.