Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Hyatt | World of Hyatt
Reload this Page >

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

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

    Hide Wikipost
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
Wiki Link
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.

.................................................. ..........

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.)
Print Wikipost

Reply

Old Mar 11, 14, 5:34 am
  #751  
Hyatt Contributor Badge
 
Join Date: Apr 2007
Programs: QF, 06, GA, Hyatt, Marriott
Posts: 2,572
Originally Posted by Nachtmeister View Post
In case Hyatt should still deny BRG claims for sites like hoteltravel.com or otel.com based solely on the free membership created when booking there, just let Dana Mowrey know. She is obviously in charge of managing the BRG process/procedures and kindly keeps contributing actively to this thread. Now that her January 25 statement that "any site that automatically creates a membership is an ineligible site" is not true anymore, the BRG procedures have probably been adjusted accordingly already.
Ms Mowrey has kindly posted since your post containing the information you received in an email but I note she didn't alter her earlier position that membership-based sites aren't eligible.

Has Hyatt's position officially changed? If there's one thing we know from this thread it's that the outcome of a BRG claim can depend on the operator, the day of the week and the position of the moon in relation to Jupiter.

My point is that unless there is certainty that Hyatt has rightly changed its position on membership sites, I'm not sure how the rest of us can benefit from your very valuable email.
danger is offline  
Reply With Quote
Old Mar 11, 14, 7:30 am
  #752  
 
Join Date: Oct 2009
Location: HAJ, Germany
Posts: 34
Originally Posted by danger View Post
Ms Mowrey has kindly posted since your post containing the information you received in an email but I note she didn't alter her earlier position that membership-based sites aren't eligible.
You are indeed right about that - I do not know why she did not revise her position on membership sites publicly yet.

The email I received is a crystal clear & binding statement from Hyatt as far as I see it.
Nachtmeister is offline  
Reply With Quote
Old Mar 11, 14, 7:50 am
  #753  
FlyerTalk Evangelist
 
Join Date: Jun 2004
Location: MSP
Programs: DL DM, MM, NR; HH Platinum, Bonvoy Titanium, Hyatt Explorist, others
Posts: 11,403
Originally Posted by hailstorm View Post
Murphy? Like Murphy's Law?
Precisely.

It's like carrying an umbrella to prevent it from raining.
sethb is offline  
Reply With Quote
Old Mar 11, 14, 10:52 am
  #754  
No longer used by Hyatt; use World of Hyatt Concierge
 
Join Date: Jul 1999
Posts: 1,627
Hello FlyerTalkers!

Happy Tuesday! I have been following the thread, and I am happy to post a clarification for you.

If the membership on the third party site is free, and to view the rates, you do not have to log in to the site, we will honor the Best Rate Guarantee. If you should have any issues with the BRG associate, please feel free to reference my name, or contact me directly.

Please note that the Terms and Conditions of the Best Rate Guarantee program are subject to change, but if that should happen, I will certainly let you know as soon as I do.

Happy and safe travels,

Dana Mowrey
Gold Passport Concierge is offline  
Reply With Quote
Old Mar 11, 14, 11:22 am
  #755  
 
Join Date: Jun 2013
Location: YVR
Programs: AA Gold, Marriott Plat
Posts: 888
Hi Gold Passport Concierge, a quick question regarding a BRG!

I tried to do a BRG for the Hyatt Capital Gate in Abu Dhabi, vs Agoda.com but was denied because on the Hyatt site it said that "Late check-out available depending on availability" at the bottom of the rate details whereas on the Agoda.com it didn't say that. But since it is not a guaranteed amenity, is that applicable?

Thanks!
roastpuff is offline  
Reply With Quote
Old Mar 11, 14, 11:49 am
  #756  
No longer used by Hyatt; use World of Hyatt Concierge
 
Join Date: Jul 1999
Posts: 1,627
Originally Posted by roastpuff View Post
Hi Gold Passport Concierge, a quick question regarding a BRG!

I tried to do a BRG for the Hyatt Capital Gate in Abu Dhabi, vs Agoda.com but was denied because on the Hyatt site it said that "Late check-out available depending on availability" at the bottom of the rate details whereas on the Agoda.com it didn't say that. But since it is not a guaranteed amenity, is that applicable?

Thanks!
Hi roastpuff!

That should not have been something that was denied. If you would like to email me with your details, I can look at that right now!

Thanks,

Dana
[email protected]
Gold Passport Concierge is offline  
Reply With Quote
Old Mar 11, 14, 4:32 pm
  #757  
Ambassador: Alaska Airlines
 
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
Originally Posted by Gold Passport Concierge View Post
Hello FlyerTalkers!

Happy Tuesday! I have been following the thread, and I am happy to post a clarification for you.

If the membership on the third party site is free, and to view the rates, you do not have to log in to the site, we will honor the Best Rate Guarantee. If you should have any issues with the BRG associate, please feel free to reference my name, or contact me directly.

Please note that the Terms and Conditions of the Best Rate Guarantee program are subject to change, but if that should happen, I will certainly let you know as soon as I do.

Happy and safe travels,

Dana Mowrey
Great! Glad to hear this.
baliktad is offline  
Reply With Quote
Old Mar 11, 14, 6:22 pm
  #758  
 
Join Date: Jun 2013
Location: YVR
Programs: AA Gold, Marriott Plat
Posts: 888
Originally Posted by Gold Passport Concierge View Post
Hi roastpuff!

That should not have been something that was denied. If you would like to email me with your details, I can look at that right now!

Thanks,

Dana
[email protected]
Hi Dana,

Just wanted to say thank you for the help in getting the BRG rate booked. It has been a pleasure working with Gold Passport Concierge!

I'm greatly looking forward to my stay at the Hyatt Capital Gate.
roastpuff is offline  
Reply With Quote
Old Mar 11, 14, 8:07 pm
  #759  
Hyatt Contributor Badge
 
Join Date: Apr 2007
Programs: QF, 06, GA, Hyatt, Marriott
Posts: 2,572
Thanks very much, Gold Passport Concierge.
danger is offline  
Reply With Quote
Old Mar 11, 14, 8:28 pm
  #760  
Moderator: GLBT Travelers & Hyatt Gold Passport
 
Join Date: Jan 2000
Location: CVG
Posts: 15,225
Dana, I want to acknowledge your help with clarifying some of the policies of the BRG. We were getting quite frustrated with the way it was handled. I could see the way it was going and contacted Jeff last month about this. I'm really glad to see that it's headed in a positive direction.
peteropny is offline  
Reply With Quote
Old Mar 12, 14, 9:39 am
  #761  
No longer used by Hyatt; use World of Hyatt Concierge
 
Join Date: Jul 1999
Posts: 1,627
Originally Posted by peteropny View Post
Dana, I want to acknowledge your help with clarifying some of the policies of the BRG. We were getting quite frustrated with the way it was handled. I could see the way it was going and contacted Jeff last month about this. I'm really glad to see that it's headed in a positive direction.
Hello all,

I am so glad to be of help! Please keep me posted if you have any issues.

Have a great week!

Thanks,

Dana
Gold Passport Concierge is offline  
Reply With Quote
Old Mar 17, 14, 1:57 am
  #762  
 
Join Date: Jul 2012
Location: ATL
Programs: All of Them
Posts: 504
PH Dubai 24-27 April
Hyatt.com: $407
Kayak.com: $195
Final Price $156

SWEET!
Richklhs is offline  
Reply With Quote
Old Mar 17, 14, 2:55 am
  #763  
Hyatt Contributor Badge
 
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,800
Originally Posted by Richklhs View Post
PH Dubai 24-27 April
Final Price $156
Wow...
RTW1 is offline  
Reply With Quote
Old Mar 17, 14, 8:49 am
  #764  
 
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,412
This is really bizarre as I believe you cannot actually book a room at kayak.com. It will only refer you to another site where you can book a room. I do very much hope that all we need to do, from now on, is find it on a aggregator site such as kayak or hotelscombined, but I'm not holding my breath . Anyway, congrats on your very fine score.
Originally Posted by Richklhs View Post
PH Dubai 24-27 April
Hyatt.com: $407
Kayak.com: $195
Final Price $156

SWEET!
CloudCoder is offline  
Reply With Quote
Old Mar 18, 14, 2:47 am
  #765  
 
Join Date: Jul 2012
Location: ATL
Programs: All of Them
Posts: 504
Originally Posted by SquareDanceGuy View Post
This is really bizarre as I believe you cannot actually book a room at kayak.com. It will only refer you to another site where you can book a room. I do very much hope that all we need to do, from now on, is find it on a aggregator site such as kayak or hotelscombined, but I'm not holding my breath . Anyway, congrats on your very fine score.
I agree with you it was odd they did not ask me for which site on Kayak I found it. However, the last few weeks when you search for a hotel, the top search result is Kayak and it does not kick you to the third party website when you click on that price. It simply says at the top 'booking this hotel on xxxx.com website via Kayak.' I hope this is as easy next time I try.

EDIT: more interesting to me is that the inventory is still there 3 days later on kayak.com at $195.
Richklhs is offline  
Reply With Quote

Thread Tools
Search this Thread