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Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI

Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI

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Old Jun 7, 22, 2:13 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: coleslaw
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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
  • Hotels.com - April 2019
  • Booking.com - May 2019

MAYBE
  • Skoosh - April 2019 (initially rejected as "membership site" but approved on appeal)
NO
  • 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.

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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:
Originally Posted by Smart Shopper View Post
If you cant solve your issue (please mind Hyatt's Consumer Affairs Department assists us at 1-800-323-7249) here are some other resources:

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.)
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Old May 2, 22, 12:12 pm
  #3211  
 
Join Date: Jul 2015
Location: Chicago
Programs: AA Gold, UA Gold, HH Gold, Bonvoy Gold
Posts: 307
hello - does anyone know whether i am actually required to book a room on hyatt.com in order to request a BRG? im looking to book 3 rooms at a resort and the total cost for 3 rooms (per hyatt's) rate is 36K for 10 nights in each room. i dont want to drop 36K in deposit (yes, i know itll be refuned, but its still 36k..) in order to prove a point that might very well get rejected. i submitted a claim yesterday with a fake conf. number (wrote that in the comments) but havent heard back, despite the promised 24H turnaround.

the hyatt rep in charge of validating hte BRG can easily go online and check the rate themsleves so im not sure what the point of needing to secure a booking is.
rvlcr is offline  
Old May 2, 22, 12:18 pm
  #3212  
 
Join Date: Sep 2020
Programs: AA PlatPro, UA Silver, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Gold
Posts: 3,220
Originally Posted by rvlcr View Post
hello - does anyone know whether i am actually required to book a room on hyatt.com in order to request a BRG? im looking to book 3 rooms at a resort and the total cost for 3 rooms (per hyatt's) rate is 36K for 10 nights in each room. i dont want to drop 36K in deposit (yes, i know itll be refuned, but its still 36k..) in order to prove a point that might very well get rejected. i submitted a claim yesterday with a fake conf. number (wrote that in the comments) but havent heard back, despite the promised 24H turnaround.

the hyatt rep in charge of validating hte BRG can easily go online and check the rate themsleves so im not sure what the point of needing to secure a booking is.
Yes you need a booking. If they approve the BRG theyll amend the existing booking if there isnt a (real) booking then theres nothing for them to approve.

Its unlikely that the property will charge the deposit at booking, despite what the deposit / cancellation policy says. You could also try calling them and making the booking at the same time as the BRG.
coleslaw is offline  
Old May 2, 22, 12:32 pm
  #3213  
 
Join Date: Jul 2015
Location: Chicago
Programs: AA Gold, UA Gold, HH Gold, Bonvoy Gold
Posts: 307
Originally Posted by coleslaw View Post
Yes you need a booking. If they approve the BRG they’ll amend the existing booking… if there isn’t a (real) booking then there’s nothing for them to approve.

It’s unlikely that the property will charge the deposit at booking, despite what the deposit / cancellation policy says. You could also try calling them and making the booking at the same time as the BRG.
thanks for your quick reply.

this is the Deposit Policy per the hyatt website for the lowest rate:

Credit Card Deposit Required 10 NIGHT(S) DEPOSIT WILL BE CHARGED TO CREDIT CARD

quite frankly i don't feel like risking it. i don't have an issue booking if i know it'll be approved, but this seems like a bit much.
rvlcr is offline  
Old May 2, 22, 2:44 pm
  #3214  
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Join Date: Apr 2007
Programs: QF, AC, AA, Hyatt, Marriott
Posts: 3,377
My experience matches that of coleslaw with respect to a deposit not being charged, including when the conditions are just as you've outlined.

Additionally, from a conspiratorial or cynical perspective, by submitting a fake confirmation number, you run the risk of Hyatt's review of your otherwise valid claim resulting in the competitor's better rate suddenly disappearing.
danger is offline  
Old May 2, 22, 5:14 pm
  #3215  
 
Join Date: Nov 2011
Location: NYC
Programs: HH Diamond, Hyatt Globalist, Marriott Bonvoy Gold
Posts: 669
BGR Success!!

Property: Grand Hyatt Atlanta in Buckhead
Hyatt Standard Rate: $223 plus tax and fees (1 Night)
Traveluro: $210 plus tax and fees
Final rate with BRG: $171.20 plus tax and fees

I called this in last night and had it matched with the BRG department. Everything took less than a few minutes. I would say that I find that Hyatt is easier than Marriott or Hilton to match. I find the other two really make you jump through hoops with Marriott being the worse out of the 3.

I'm not even sure if Traveluro is allowed, but I tried anyway. The cancelation policies, room type, and bed type all matched.
Cat88L3 is offline  
Old May 2, 22, 5:17 pm
  #3216  
 
Join Date: Sep 2020
Programs: AA PlatPro, UA Silver, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Gold
Posts: 3,220
Originally Posted by Cat88L3 View Post
BGR Success!!

Property: Grand Hyatt Atlanta in Buckhead
Hyatt Standard Rate: $223 plus tax and fees (1 Night)
Traveluro: $210 plus tax and fees
Final rate with BRG: $171.20 plus tax and fees

I called this in last night and had it matched with the BRG department. Everything took less than a few minutes. I would say that I find that Hyatt is easier than Marriott or Hilton to match. I find the other two really make you jump through hoops with Marriott being the worse out of the 3.

I'm not even sure if Traveluro is allowed, but I tried anyway. The cancelation policies, room type, and bed type all matched.
Traveleuro normally doesn't work since they either have more restrictive cancellation policies or require a deposit (sometimes partially non-refundable). I think it helps with you do it on the phone - they're less likely to scrutinize things (although it sounds like that wasn't an issue in your case if the policy and room type all lined up).
coleslaw is offline  
Old May 2, 22, 6:19 pm
  #3217  
 
Join Date: Nov 2011
Location: NYC
Programs: HH Diamond, Hyatt Globalist, Marriott Bonvoy Gold
Posts: 669
Originally Posted by coleslaw View Post
Traveleuro normally doesn't work since they either have more restrictive cancellation policies or require a deposit (sometimes partially non-refundable). I think it helps with you do it on the phone - they're less likely to scrutinize things (although it sounds like that wasn't an issue in your case if the policy and room type all lined up).
Yes, that was the first thing the agent said to me when she saw the Traveluro price lol. "Let me make sure that it doesn't require a deposit". She definitely made sure that everything matched. When I say "ease", I find that Hilton and Marriott like to play games. Everything matches, but yet, they will claim that they can't find the rate or can't find the hotel on the site. You have to draw a map to lead them to everything. I can avoid headaches with BRGs with Hilton by at least calling the Diamond Desk. Most of those reps are definitely more versed with that than regular customer service, but still I find that I'm on the phone with DD for about 15-25 min. You can't even call with Marriott. You have to play email volleyball
Cat88L3 is offline  
Old Jun 6, 22, 2:06 am
  #3218  
 
Join Date: Apr 2022
Posts: 2
Best Rate Guarantee

Hi,

Has anybody else found Hyatts Best Rate Guarantee to be a complete joke?

Submitted a claim today for Hotel Sofia Barcelona, which is lower at Stay For Long to be told that it doesnt qualify because the website doesnt say immediately confirmed. Is it just me or does this feel like the most pathetic excuse? Ive never had such madness when submitting a claim with Hilton or Marriott for example. Surely they could argue this about every third party rate.

Any advice or shall I just try to cancel and stay away from these liars who offer a Best Rate Guarantee but will do anything to wriggle out of honouring it?
Danyal26 is offline  
Old Jun 14, 22, 9:43 am
  #3219  
 
Join Date: Dec 2018
Posts: 687
Is the language the rate must be $1 lower new or did i just not read the terms close enough previously?
Beachchaser is offline  
Old Jun 14, 22, 11:58 am
  #3220  
 
Join Date: Sep 2020
Programs: AA PlatPro, UA Silver, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Gold
Posts: 3,220
Originally Posted by Beachchaser View Post
Is the language the rate must be $1 lower new or did i just not read the terms close enough previously?
I havent noticed that $1 language before but I also dont think Ive ever submitted a BRG where the difference is less than $10. Id guess the $1 language is to account for sites that may round down to the nearest dollar or where there is FX involved (which is less likely to be a <$1 difference).
coleslaw is offline  
Old Jun 15, 22, 7:24 am
  #3221  
 
Join Date: Sep 2019
Location: Los Angeles
Programs: Hyatt Globalist, Hilton Diamond
Posts: 3,105
Originally Posted by Beachchaser View Post
Is the language the rate must be $1 lower new or did i just not read the terms close enough previously?
Originally Posted by coleslaw View Post
I havent noticed that $1 language before but I also dont think Ive ever submitted a BRG where the difference is less than $10. Id guess the $1 language is to account for sites that may round down to the nearest dollar or where there is FX involved (which is less likely to be a <$1 difference).
Ive done quite a few BRGs the language Ive always seen has specifically required a 3% difference, not $1. So if it now says $1 instead of 3% thats a significant improvement. Though I will say since Q4 2021 until now its been very difficult to find a BRG claimable stay in comparison to past years at the same properties.
Matt4200 is offline  
Old Jun 16, 22, 4:28 am
  #3222  
 
Join Date: Aug 2001
Posts: 89
AFAIR it used to be 1% and then was changed to 3%
christine is offline  
Old Jun 17, 22, 12:39 pm
  #3223  
 
Join Date: Jun 2018
Posts: 41
I sent Hyatt a Better rate guarantee to match my rate at the Hyatt Ziva Cancun to a rate online of $457. They responded that they will accept the match, but matched the rate to $576.80 I called to ask why the rate was not matched to $457. The representative said she would bring my issue to the manager, and it may be a problem because of how drastic the reduction is.

Is this standard? Do I have any chance on getting matched to the $457? The representative agreed to apply the better rate guarantee which suggests that the terms of the booking is valid and an identical match in compliance with the T&C, but I'm a bit shocked that they did not match it exactly to the $457 rate.
  • Standard Rate: $833 nightly
    • $905.00
    • $865.00
    • $805.00
    • $805.00
    • $785.00
  • Member Rate: $667 nightly
    • $724.00
    • $692.00
    • $644.00
    • $644.00
    • $628.00
    Stayforlong Rate: $457
    • Rate Breakdown:
      • 1 x ocean front x 5 nights $3,157
      • 17% off today (6/17): Reduced rate by $512
      • Subtotal: $2,286
      • Taxes & Fees: $358.91
      • TOTAL: $2,645
      • Additional Fees to be paid at hotel: $448 MX
osxunf is offline  
Old Jun 18, 22, 3:13 am
  #3224  
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Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Gold, TK E+, AA PP, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 10,790
If you have a successful stayforlong match, thank your lucky stars and don't push too hard...
Cat88L3 and coleslaw like this.
craigthemif is offline  
Old Jun 18, 22, 3:15 am
  #3225  
 
Join Date: Sep 2020
Programs: AA PlatPro, UA Silver, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Gold
Posts: 3,220
Originally Posted by craigthemif View Post
If you have a successful stayforlong match, thank your lucky stars and don't push too hard...
This.

Stayforlong usually has restrictive cancellation policies, cancelation fees, availability "on request", etc. It usually ticks all of the "not eligible for BRG" boxes.
craigthemif likes this.
coleslaw is offline  

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