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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 Jan 29, 14, 1:43 pm
  #691  
 
Join Date: Mar 2013
Posts: 23
NO

Called about Hyatt Regency Montreal for 2/14/14 ~ 2/17/14. The rate was $144.40/night Vs. vivastay.com's $133/night. I was on the phone for 40 minutes (on hold 90% of the time). The representative told me it was a site that issues vouchers so they couldn't accept the claim. Seriously? 40 minutes to tell me this?
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Old Jan 29, 14, 2:37 pm
  #692  
 
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Originally Posted by hobotim View Post
NO

Called about Hyatt Regency Montreal for 2/14/14 ~ 2/17/14. The rate was $144.40/night Vs. vivastay.com's $133/night. I was on the phone for 40 minutes (on hold 90% of the time). The representative told me it was a site that issues vouchers so they couldn't accept the claim. Seriously? 40 minutes to tell me this?
If that is not a tentative to discourage to do any further claim...
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Old Jan 30, 14, 1:58 am
  #693  
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Is there an email address direct to BRG?

I have been given the Olotels spiel before and received an email from them saying:
As to our conversation by phone, i here come forward will the clarifications needed to the Terms and Conditions section on the web page.
The payment will be made for the rate that you are displayed at the time of booking; consider also charges bank might apply to credit/debit cards. If reservation has not been confirmed by voucher or confirmation, the rate might vary from that point on. A reservation confirmed will have same price for all its validity.
I doubt it would do anything but I'd like to send it to BRG.
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Old Jan 30, 14, 2:17 am
  #694  
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Thumbs down

Seems that Hyatt is being rather selective in its interpretation of the BRG T & C. I've only used it once a few years back, and had no problems. They now seem to be cherry picking so much that they might as well not offer it.
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Old Feb 3, 14, 12:12 pm
  #695  
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I get more and more frustrated with this by the day.

Tried to get an Olotels offer and she was ready to go through with it until her supervisor said that the "hotel voucher" means that you do not get an immediate confirmation.

BRG should not be a service if you're going to be so stingy. Just another trip Hyatt has lost my business.
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Old Feb 3, 14, 2:53 pm
  #696  
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Originally Posted by healthnut View Post
Tried to get an Olotels offer...
I'd empathize if this thread didn't talk about olotels being denied over and over and over again. That really should be common knowledge amongst FTs by now.
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Old Feb 3, 14, 2:56 pm
  #697  
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Originally Posted by healthnut View Post
...Tried to get an Olotels offer and she was ready to go through with it until her supervisor said that the "hotel voucher" means that you do not get an immediate confirmation.....
Could have saved a lot of frustration if you had taken one minutes to read the wiki. Booking, olotels and getaroom are no-goes.
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Old Feb 3, 14, 4:33 pm
  #698  
 
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Originally Posted by TerryK View Post
Could have saved a lot of frustration if you had taken one minutes to read the wiki. Booking, olotels and getaroom are no-goes.
Still frustrating when you see a rate way below the Hyatt.com rate on olotels.com
Actually I think the main reason why Hyatt denies olotels.com is because their rates are often way below the official rate... Then they found the voucher BS...
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Old Feb 3, 14, 5:44 pm
  #699  
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Originally Posted by TerryK View Post
Could have saved a lot of frustration if you had taken one minutes to read the wiki. Booking, olotels and getaroom are no-goes.

Oh believe me, I know that they are "not accepted" but that doesn't mean I won't try... A few times in fact. You never know if you'll get a CSR that may actually accept it... Or maybe I'm just stubborn...

The voucher thing is ridiculous. She pointed to Rule #3 in their T&C's. I asked her if I could send an instant confirmation notification from olotels.com, but she said I would have nowhere to send it...
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Old Feb 4, 14, 6:36 am
  #700  
 
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Originally Posted by Jaimito Cartero View Post
Seems that Hyatt is being rather selective in its interpretation of the BRG T & C. I've only used it once a few years back, and had no problems. They now seem to be cherry picking so much that they might as well not offer it.
Yeah I have used it a few times with no issues over the years and have really thought of it as a solid program, with a healthy discount...but nothing extreme like IHG, and a more moderate and reasonable application to match. Now, it sounds like it is becoming more like IHG, where they go out of their way to find a way to deny you based on any ridiculous criteria. If that is the case, they should just get rid of it or adjust the benefit they offer to make it less costly in their eyes, so they can stop being so ridiculous. I know that IHG has created, at least for me, nothing but ill will with their BRG "offer". Either honor it or get rid of it, but don't waste peoples time by weaseling out constantly.
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Old Feb 11, 14, 8:48 pm
  #701  
 
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Just read this wiki.
got a great rate on direct rooms.com but they denied the claim as direct rooms.com are tax inclusive and the guy said they don't compete with all in rates.,
is there a list of what competing sides do not include taxes?
seems it is also country specific with some sites.

Last edited by aussielori; Feb 11, 14 at 9:10 pm
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Old Feb 12, 14, 12:17 am
  #702  
 
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Originally Posted by aussielori View Post
Just read this wiki.
got a great rate on direct rooms.com but they denied the claim as direct rooms.com are tax inclusive and the guy said they don't compete with all in rates.,
is there a list of what competing sides do not include taxes?
seems it is also country specific with some sites.

If a competitive site includes tax in the rate quoted for a room that otherwise would meet all other Hyatt requirements, the BRG agent should have been trained to calculate the tax and remove it from the rate and if the new rate is lower, there is no reason not to validate the BRG.

However in the majority of cases you might have to tell the agent what percentage to take out from the quoted rate.

You should always calculate first what rate you expect the agent to validate and guide the agent through the process if you have to.
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Old Feb 14, 14, 9:05 pm
  #703  
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I received a call from Mr. Zidell's office today, which I will pick-up tomorrow, in regards to the BRG experience. If you have anything additional to the typical rant, please let me know, and I'd be happy to talk about it!
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Old Feb 15, 14, 12:35 am
  #704  
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Originally Posted by aussielori View Post
got a great rate on direct rooms.com but they denied the claim as direct rooms.com are tax inclusive
The agent was correct to deny the claim.

Originally Posted by suite2suite View Post
If a competitive site includes tax in the rate quoted for a room that otherwise would meet all other Hyatt requirements, the BRG agent should have been trained to calculate the tax and remove it from the rate and if the new rate is lower, there is no reason not to validate the BRG.
No BRG agent should ever have to calculate taxes. Rates which include taxes are not valid for BRG claims.

http://www.hyatt.com/hyatt/specials/...ferId=40501986

This Guarantee does not apply to:
[...]
Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities.
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Old Feb 15, 14, 2:49 am
  #705  
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Originally Posted by healthnut View Post
I received a call from Mr. Zidell's office today, which I will pick-up tomorrow, in regards to the BRG experience. If you have anything additional to the typical rant, please let me know, and I'd be happy to talk about it!
Perhaps you could pass on that websites which automatically enrol people in what is a free membership program that excludes not one person on the planet (and is therefore available to every single person on earth) should not be excluded from claims.

Originally Posted by baliktad View Post
The agent was correct to deny the claim.

No BRG agent should ever have to calculate taxes. Rates which include taxes are not valid for BRG claims.

http://www.hyatt.com/hyatt/specials/...ferId=40501986
I don't disagree with your reference to the T&Cs. However, that T&C would rule out, for example, BRGing any rates for Australian properties. Under Australian law, our 10% goods and services tax (GST) must be included in the quoted price for everything. This means that prices quoted for Australian properties mandatorily include our 10% GST. A strict reading of the T&Cs would mean, therefore, that Australian properties would be excluded from any BRG.
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