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
Mar 18, 2024, 4:22 pm
#3391
Join Date: Sep 2020
Programs: AA EXP, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 3,948
Wondering what to do -
Booked a Non-refundable rate for the sole purpose of a BRG. I called the phone BRG people they said I’d have to do an online claim form. I said I’d really need it done ASAP they said do it online.
I did it online and sent the screenshot, they responded 18 hours later and due to that Rate changed.
Booked a Non-refundable rate for the sole purpose of a BRG. I called the phone BRG people they said I’d have to do an online claim form. I said I’d really need it done ASAP they said do it online.
I did it online and sent the screenshot, they responded 18 hours later and due to that Rate changed.
Mar 18, 2024, 4:27 pm
#3392
Join Date: Sep 2019
Location: Los Angeles
Programs: Hyatt Globalist, Hilton Diamond
Posts: 4,871
I took multiple screenshots of the booking process and did everything in good faith on my end though.
There’s absolutely nothing that can be done?
It more or less seems like Hyatt contacted the hotel, who contacted Expedia and made sure their rates were in sync. Which doesn’t seem like good faith.
There’s absolutely nothing that can be done?
It more or less seems like Hyatt contacted the hotel, who contacted Expedia and made sure their rates were in sync. Which doesn’t seem like good faith.
Apr 2, 2024, 10:41 am
#3396
Join Date: May 2023
Posts: 32
Interestingly, to follow up on my 60 night stay (and I've added another 16 day stay on top of that one so the total for 3 reservations is 76 nights) with 20 percent discount. I got an email from CS clearly meant for someone at the hotel.
Dear Redacted,
Greetings from the Global Care Center,
Thank you for reaching out regarding the BRG Claim for the below reservation.
We understand this might be an error from the Distribution side; however, from our point of view, this is a valid claim.
Please keep us updated regarding the ticket you opened with the distribution colleagues and report back to us as soon as they answer to you regarding a possible error made by them.
Hyatt House Johannesburg Sandton
Guest Name: Redacted
Confirmation Number: Redacted
Please reach out if you have any additional questions.
Best regards,
Redacted.
Interesting to see that they are pushing Expedia to change the rate ASAP. I wonder if the hotel staff will hate me during my actual 2.5 month visit.
Dear Redacted,
Greetings from the Global Care Center,
Thank you for reaching out regarding the BRG Claim for the below reservation.
We understand this might be an error from the Distribution side; however, from our point of view, this is a valid claim.
Please keep us updated regarding the ticket you opened with the distribution colleagues and report back to us as soon as they answer to you regarding a possible error made by them.
Hyatt House Johannesburg Sandton
Guest Name: Redacted
Confirmation Number: Redacted
Please reach out if you have any additional questions.
Best regards,
Redacted.
Interesting to see that they are pushing Expedia to change the rate ASAP. I wonder if the hotel staff will hate me during my actual 2.5 month visit.
Last edited by michaeldovecharlie; Apr 2, 2024 at 10:41 am Reason: Spacing
Apr 3, 2024, 1:54 am
#3398
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: 13,050
Apr 4, 2024, 4:56 am
#3399
Join Date: May 2023
Posts: 32
So this email was from Customer Service and I later got an email to disregard it. It seems like the hotel, or someone in distribution, contested the BRG claim as "not their fault" meaning they did not release rooms to Expedia for a lower rate despite it indeed showing at a lower rate. Just interesting to see the other side of things I suppose.