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.
.................................................. ..........
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
Sep 5, 2010, 1:09 pm
#46
Join Date: May 2003
Location: New York, NY
Programs: Hyatt Diamond, AA Platinum
Posts: 931
Where was the cheaper rate found?
Saved about $70 per night for 2 rooms for 2 nights! Although the phone wait wasn't long - perhaps 5 minutes - it still seems a PITA vs just sending an email. But for $280? I'll quite happily contact them however they wish.
Sep 8, 2010, 9:10 am
#47
Ambassador: World of Hyatt
Join Date: Mar 2002
Location: UK - the nearest airport is named after a motorway !
Posts: 4,234
see the BRG talks about 'publicly available' rates... anyone know if it's possible to use jetsetter (a membership site but membership freely available) and invoke the BRG ?
Sep 8, 2010, 10:03 am
#48
Join Date: Jun 2010
Location: Thailand
Programs: Advantage Plus, Platinum Ambassador, Hyatt Passport, MR, SPG
Posts: 21
Experience regarding Best Rate Guarantee is much better with Marriott
Hi,
Just to share my experience. Made a booking for next week in one of the Hyatts in China. Saw that hotels.com and agoda.com offered cheaper rates than the rate on Hyatt website.
Called up customer service in China but the number given on the website is invalid. So I tried to call the CS number in Hong Kong. Was told that the CS number in China can only be reached from a fix line (not highlighted on website). I told them that I never have any fix line in all the apartments I stayed in since 7 years ago as everyone has a mobile phone.
Requested for their email contact and sent them the printshots taken from the 2 sites regarding the lower rates found. They referred my case to the hotel directly.
No response from the HK CS and Hotel after 3 days. So I emailed the HK CS to request for department handling complaints about bad customer service. They called me immediately and after 2 hours, I received confirmation from the Hotel regarding my new rates.
They matched the lowest rate found and gave an additional 20%.
I understand from fellow FT members that the hotel provides free shuttle service so I requested for it and was told I would be picked up by the hotel driver. Thanks to FT.^
It was a bad experience initially due to the invalid number (no notification to guests) and several days to get back to me after my persistent follow-up.
My experience with Marriott was much better. Called their customer service and told them the website which provided a lower rate and everything was settled within 5 minutes. ^^^
Jaskel
Just to share my experience. Made a booking for next week in one of the Hyatts in China. Saw that hotels.com and agoda.com offered cheaper rates than the rate on Hyatt website.
Called up customer service in China but the number given on the website is invalid. So I tried to call the CS number in Hong Kong. Was told that the CS number in China can only be reached from a fix line (not highlighted on website). I told them that I never have any fix line in all the apartments I stayed in since 7 years ago as everyone has a mobile phone.
Requested for their email contact and sent them the printshots taken from the 2 sites regarding the lower rates found. They referred my case to the hotel directly.
No response from the HK CS and Hotel after 3 days. So I emailed the HK CS to request for department handling complaints about bad customer service. They called me immediately and after 2 hours, I received confirmation from the Hotel regarding my new rates.
They matched the lowest rate found and gave an additional 20%.
I understand from fellow FT members that the hotel provides free shuttle service so I requested for it and was told I would be picked up by the hotel driver. Thanks to FT.^
It was a bad experience initially due to the invalid number (no notification to guests) and several days to get back to me after my persistent follow-up.
My experience with Marriott was much better. Called their customer service and told them the website which provided a lower rate and everything was settled within 5 minutes. ^^^
Jaskel
Sep 8, 2010, 2:54 pm
#49
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
Sep 9, 2010, 2:29 am
#50
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
Sep 9, 2010, 4:02 pm
#51
Join Date: Jan 2010
Posts: 756
Hi,
Just to share my experience. Made a booking for next week in one of the Hyatts in China. Saw that hotels.com and agoda.com offered cheaper rates than the rate on Hyatt website.
Called up customer service in China but the number given on the website is invalid. So I tried to call the CS number in Hong Kong. Was told that the CS number in China can only be reached from a fix line (not highlighted on website). I told them that I never have any fix line in all the apartments I stayed in since 7 years ago as everyone has a mobile phone.
Requested for their email contact and sent them the printshots taken from the 2 sites regarding the lower rates found. They referred my case to the hotel directly.
No response from the HK CS and Hotel after 3 days. So I emailed the HK CS to request for department handling complaints about bad customer service. They called me immediately and after 2 hours, I received confirmation from the Hotel regarding my new rates.
They matched the lowest rate found and gave an additional 20%.
I understand from fellow FT members that the hotel provides free shuttle service so I requested for it and was told I would be picked up by the hotel driver. Thanks to FT.^
It was a bad experience initially due to the invalid number (no notification to guests) and several days to get back to me after my persistent follow-up.
My experience with Marriott was much better. Called their customer service and told them the website which provided a lower rate and everything was settled within 5 minutes. ^^^
Jaskel
Just to share my experience. Made a booking for next week in one of the Hyatts in China. Saw that hotels.com and agoda.com offered cheaper rates than the rate on Hyatt website.
Called up customer service in China but the number given on the website is invalid. So I tried to call the CS number in Hong Kong. Was told that the CS number in China can only be reached from a fix line (not highlighted on website). I told them that I never have any fix line in all the apartments I stayed in since 7 years ago as everyone has a mobile phone.
Requested for their email contact and sent them the printshots taken from the 2 sites regarding the lower rates found. They referred my case to the hotel directly.
No response from the HK CS and Hotel after 3 days. So I emailed the HK CS to request for department handling complaints about bad customer service. They called me immediately and after 2 hours, I received confirmation from the Hotel regarding my new rates.
They matched the lowest rate found and gave an additional 20%.
I understand from fellow FT members that the hotel provides free shuttle service so I requested for it and was told I would be picked up by the hotel driver. Thanks to FT.^
It was a bad experience initially due to the invalid number (no notification to guests) and several days to get back to me after my persistent follow-up.
My experience with Marriott was much better. Called their customer service and told them the website which provided a lower rate and everything was settled within 5 minutes. ^^^
Jaskel
Feb 12, 2011, 10:45 am
#52
Join Date: Jun 2002
Programs: Hyatt Explorist, IHG Platinum, Celebrity Cruises Elite Plus
Posts: 1,259
I was able to negotiate a successful BRG today for a HR San Francisco stay later this month.
Hyatt.com rate was $199, or $128.94 at Getaroom.com. Rate was adjusted to $103.15.
Hyatt.com rate was $199, or $128.94 at Getaroom.com. Rate was adjusted to $103.15.
Feb 14, 2011, 8:22 am
#53
Join Date: Oct 2002
Location: Houston
Programs: AA EXP; Hyatt Globalist; Marriott Titanium, Hilton Diamond, UA 1.56MM (fmr UA1K)
Posts: 5,770
I was able to get it to work for the curacao property. I now see that this hotel is no longer on that website (easyclicktravel) for any dates that I searched.
Feb 15, 2011, 12:10 pm
#54
Join Date: Apr 2009
Location: Austin, TX
Programs: WN A+/CP, UA1K, AA PP; Hyatt Globalist, HH Diamond, SPG Plat; National EE
Posts: 243
Expedia had the HR McCormick on sale for $47.50 during the 48 hr sale and Hyatt originally had rooms at that rate. Then on the last evening Hyatt rooms jumped up to $62.50 a night but Expedia didn't follow. Got the rate matched plus 20% so it's a $38 a night room.
Feb 15, 2011, 12:23 pm
#55
Join Date: Jun 2002
Programs: Hyatt Explorist, IHG Platinum, Celebrity Cruises Elite Plus
Posts: 1,259
Timing can often mean everything. The lower price website I used for a successful BRG a few days ago is no longer selling the lower rate on my travel date, but rather now is priced the same as Hyatt.com.
Feb 18, 2011, 6:20 pm
#56
Join Date: Jan 2004
Location: MSP
Programs: AA Plat Pto, IHG Plat, HH Gold, Hyatt Globalist
Posts: 2,536
If you invoke BRG what booking terms do you get? I have a AAA 24 hour notice cancellation reserved at $10 under Hyatt.com but $10 above Orbitz? I really wouldn't mind knocking 20% off this reservation but not sure I want to give up the cancel option.
Feb 20, 2011, 6:57 am
#57
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
Not quite the normal guarantee but I have now twice lowered the rate in London by finding an advance purchase rate online when the hotel doesn't have one available; phoning the hotel directly and they reduce the rate 20% (same as their advance purchase discount). I had expected to be told rate had different rules so wouldn't be matched but match happened within about 5 minutes. Very happy with Hyatt CS.
BTW kept normal daily rate rules
BTW kept normal daily rate rules
Mar 4, 2011, 7:13 pm
#58
Join Date: Jun 2002
Programs: Hyatt Explorist, IHG Platinum, Celebrity Cruises Elite Plus
Posts: 1,259
Was able to orchestrate a price match for Hyatt Regency San Francisco (Embarcadero) for a stay next week. Hyatt rate of $199 was lowered to $113.60 after match/20% reduction.
Mar 20, 2011, 4:21 pm
#59
Join Date: Jun 2008
Location: Dallas, TX
Programs: SPG*P, AA*1MM, UA*1P, Hilton*D, Hyatt*D, Sixt*P, Hertz*P, Avis*F, Delta*G
Posts: 242
I was able to get a price match for Hyatt Coconut Point.(getaroom.com)
my rate is now 96.XX$ for 6 nights.
called cs to use suite e-cert!
my rate is now 96.XX$ for 6 nights.
called cs to use suite e-cert!