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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 May 17, 19, 9:24 pm   -   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: craigthemif
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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 .................................................. ..........

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 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
  • 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 Nov 9, 13, 10:58 am
  #616  
 
Join Date: Feb 2005
Location: So Cal
Programs: UA scum/0.688MM, WN ALP/CP, Hyatt Diamond, MR/SPG Gold,Hertz PC, National EE, Carlson Silver
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Originally Posted by suite2suite View Post
You're not alone.
I had the same experience.
The reality is that there are agents who are not confident enough about validating a particular website and they will use any excuses not to go through with a validation.
In this case you don't wait until the next day.
You call back immediately or you ask to speak with a supervisor.
It's all over the board recently. I just had an agent take an extended period to confirm that a rate from Orbitz was valid (not verify the rate was on Orbitz, but that Orbitz was valid for comparison)
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Old Nov 20, 13, 6:12 pm
  #617  
 
Join Date: May 2005
Location: SIN
Programs: QR Plat, Marriott Gold
Posts: 198
Does anyone have recent experiences using Venere.com as a competing rate? I've had mixed results with it this week. An agent was able to process a BRG using Venere on Mon but when I called in tonight for another hotel, it was rejected due to "membership required" cause the website automatically generates a password after booking.

Any advice as to whether to call and try again, escalate to supervisor or just let it go?
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Old Dec 3, 13, 10:30 pm
  #618  
 
Join Date: Jan 2013
Posts: 5
Awesome BRG rate for the Park Hyatt Washington DC -

HDR ~ $311 per night
Hotelopia ~ $264 per night (taxes included)
Final nightly price before taxes - $185

Thanks for the help!
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Old Dec 5, 13, 9:59 am
  #619  
 
Join Date: Jul 2012
Posts: 46
Just wanted to share my first and successful BRG.

Hyatt Regency Orlando (formely Peabody Hotel)

HDR: 279
Kayay/Booking.com rate: 202
Final rate: 161

Took a little work, but eventually got them to agree to the rate. I actually called back the next day to add another room and was successful with that as well.

Thanks Flyertalk.
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Old Dec 5, 13, 7:35 pm
  #620  
 
Join Date: Sep 2010
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HDR???
what site is that?

Last edited by suite2suite; Dec 5, 13 at 7:36 pm Reason: to be deleted
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Old Dec 5, 13, 7:57 pm
  #621  
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Originally Posted by suite2suite View Post
HDR???
what site is that?
Hyatt Daily Rate
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Old Dec 5, 13, 9:05 pm
  #622  
 
Join Date: Sep 2010
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Originally Posted by healthnut View Post
Hyatt Daily Rate
thank you
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Old Dec 8, 13, 11:10 am
  #623  
 
Join Date: Oct 2004
Location: NYC
Programs: Delta GM +MM; SPG LT Plat; Hyatt Diamond
Posts: 273
My 1st BRG with Hyatt!
Park Hyatt Istanbul for 128 euros instead of 200!
Found on hotels.com.
I was actually looking to stay at a different hotel and was using the search engine to double check the spg properties and GH Istanbul against some of the other 5 star properties in Istanbul when I noticed the Park Hyatt for 161 euros. Called into Gold Passport and they walked me through it. Easy and a great benefit I'd not been aware of before.
Technically, it's not "saving" me money, as this is what I was going to pay for an spg property or the Grand Hyatt with a lounge, but I'm thrilled to try another Park Hyatt!
FYI - the current rate on hotels.com for the same room is 350 euros, but hyatt.com still shows 200. Happy the sword doesn't cut both ways...
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Old Dec 8, 13, 11:36 am
  #624  
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Park Hyatt Istanbul for Euro 128 is a fantastic price! Wow.
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Old Dec 11, 13, 1:00 pm
  #625  
 
Join Date: Jul 2012
Posts: 46
Originally Posted by Vhflyer View Post
Just wanted to share my first and successful BRG.

Hyatt Regency Orlando (formely Peabody Hotel)

HDR: 279
Kayay/Booking.com rate: 202
Final rate: 161

Thanks Flyertalk.
So, a quick update/question. I happened to check up on this reservation today and found a hyatt.com refundable rate of $129 per night + breakfast. I called the BRG # and they changed it to the new price. Just wondering if I didn't get the extra 20% off because I already did a BRG, or because they don't match their own site?

I'm happy with our new rate, just curious in case of future deals.
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Old Dec 11, 13, 1:02 pm
  #626  
 
Join Date: Apr 2013
Programs: AA PLT, DL GM, Hyatt Diamond, SPG Gold
Posts: 239
Originally Posted by Vhflyer View Post
So, a quick update/question. I happened to check up on this reservation today and found a hyatt.com refundable rate of $129 per night + breakfast. I called the BRG # and they changed it to the new price. Just wondering if I didn't get the extra 20% off because I already did a BRG, or because they don't match their own site?

I'm happy with our new rate, just curious in case of future deals.
Can't compare Hyatt with Hyatt. And even if you found another lower price on a non-Hyatt site, they generally refuse to do a BRG on top of a BRG (you'd have to make a new reservation).
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Old Dec 11, 13, 11:40 pm
  #627  
 
Join Date: Jan 2011
Posts: 281
Had an aggravating, but fruitful exercise on the Hyatt BRG merry go round. Was looking for GH Hong Kong, and kept finding lower rates on olotels, hoteltravel, hotelsclick. etc... Think $375USD vs. $417USD on Hyatt. Would call in and some were immediate "no", others required ~15 minutes of investigation before refusal because of either voucher system or membership requirements (pretty loose definitions as others have mentioned).

Finally, after reading upthread on alternatives to hoteltravel, called in with one of those. Was put on hold for 30 minutes while the agent and her supervisor were 'investigating'. Came back finally with a "no" because "the site does not confirm bookings until 10 days before the stay, at which time your card is charged." I asked where this was and was told in the terms and conditions. More out of general frustration, I pressed a bit and asked specifically where? The agent said it's split between the FAQs and the T&C's. I opened up the FAQs where I noticed the website said "your reservations are always confirmed." I asked again where exactly was the language around reservations not being guaranteed until 10 days prior. The agent put me on hold for 5 minutes, came back and said her supervisor must have been the one who had seen it; back on hold I go. 10 minutes later the agent comes back and says "the supervisor can't find it anymore, so we've decided to grant the guarantee as a courtesy"...

Long story short, ended up with a nice 35% discount and then applied the diamond suite night upgrades... So I'm happy paying ~$285 for a room that Hyatt is selling for $1000 USD.

That said, I strongly suspect shenanigans on the part of agent and/or supervisor (especially around the 'missing' confirmation language) but happy with the outcome here.
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Old Dec 11, 13, 11:46 pm
  #628  
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Join Date: Apr 2007
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Originally Posted by nittany987 View Post
Had an aggravating, but fruitful exercise on the Hyatt BRG merry go round. Was looking for GH Hong Kong, and kept finding lower rates on olotels, hoteltravel, hotelsclick. etc... Think $375USD vs. $417USD on Hyatt. Would call in and some were immediate "no", others required ~15 minutes of investigation before refusal because of either voucher system or membership requirements (pretty loose definitions as others have mentioned).

Finally, after reading upthread on alternatives to hoteltravel, called in with one of those. Was put on hold for 30 minutes while the agent and her supervisor were 'investigating'. Came back finally with a "no" because "the site does not confirm bookings until 10 days before the stay, at which time your card is charged." I asked where this was and was told in the terms and conditions. More out of general frustration, I pressed a bit and asked specifically where? The agent said it's split between the FAQs and the T&C's. I opened up the FAQs where I noticed the website said "your reservations are always confirmed." I asked again where exactly was the language around reservations not being guaranteed until 10 days prior. The agent put me on hold for 5 minutes, came back and said her supervisor must have been the one who had seen it; back on hold I go. 10 minutes later the agent comes back and says "the supervisor can't find it anymore, so we've decided to grant the guarantee as a courtesy"...

Long story short, ended up with a nice 35% discount and then applied the diamond suite night upgrades... So I'm happy paying ~$285 for a room that Hyatt is selling for $1000 USD.

That said, I strongly suspect shenanigans on the part of agent and/or supervisor (especially around the 'missing' confirmation language) but happy with the outcome here.
You wouldn't wanna be making a long distance call for the BRG, would you.

More than half of the calls I've made to BRG have taken upwards of 45 minutes.
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Old Dec 12, 13, 12:03 am
  #629  
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Originally Posted by danger View Post
You wouldn't wanna be making a long distance call for the BRG, would you.

More than half of the calls I've made to BRG have taken upwards of 45 minutes.
Only about two cents a minute using Skype.
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Old Dec 18, 13, 11:37 am
  #630  
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Join Date: Dec 2009
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A good BRG for Seattle. Booked Jan 23-26, Kayak is showing a rate of $120. With BRG the Hyatt Olive 8 comes down to 98.
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