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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.

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

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 Mar 18, 14, 12:45 pm
  #766  
 
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,412
If Hyatt BRG is now accepting Kayak prices then I'm definitely a happy camper. Thanks for sharing your findings.
Originally Posted by Richklhs View Post
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.
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Old Mar 21, 14, 5:21 pm
  #767  
 
Join Date: Apr 2010
Posts: 9
Just called in to do a BRG for Grant Hyatt Washington DC, it was 125 on aa.com. The first BRG rep that I got said that this is a membership only website even though you don't have to login to book the hotel. She mentioned that because there's an asterisk next to the email address, that means you will have to sign up for a mailing list. I stated that doesn’t determine membership but she was firm on her stance. I then asked to speak to a supervisor and she said for a fact that aa.com BRG claims are not accepted because you will get membership to AA by booking the hotel. I went through the booking process until it asked for payment and there is no membership required. She was extremely firm on her stance and wouldn’t listen to anything I had to say. To say the least I was extremely disappointed. So I cut my losses and just hung up and called back. Got a different BRG rep and BRG was confirmed in less than 5 mins.
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Old Mar 21, 14, 7:26 pm
  #768  
 
Join Date: Feb 2005
Location: So Cal
Programs: UA scum/0.699MM, WN ALP/CP, Hyatt Diamond, MR/SPG Gold,Hertz PC, National EE, Carlson Silver
Posts: 5,082
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
Originally Posted by dahawaiijackal View Post
Just called in to do a BRG for Grant Hyatt Washington DC, it was 125 on aa.com. The first BRG rep that I got said that this is a membership only website even though you don't have to login to book the hotel. She mentioned that because there's an asterisk next to the email address, that means you will have to sign up for a mailing list. I stated that doesn’t determine membership but she was firm on her stance. I then asked to speak to a supervisor and she said for a fact that aa.com BRG claims are not accepted because you will get membership to AA by booking the hotel. I went through the booking process until it asked for payment and there is no membership required. She was extremely firm on her stance and wouldn’t listen to anything I had to say. To say the least I was extremely disappointed. So I cut my losses and just hung up and called back. Got a different BRG rep and BRG was confirmed in less than 5 mins.
Shoulda done a little name dropping!
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Old Mar 21, 14, 8:20 pm
  #769  
 
Join Date: Apr 2010
Posts: 9
Originally Posted by jasonvr View Post
Shoulda done a little name dropping!

Shud have read this thread before calling or while on the line.... Dohhhhhh
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Old Mar 24, 14, 11:21 am
  #770  
Used to be highman123
 
Join Date: Jul 2011
Posts: 2,612
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
Thanks Dana - this is great news! May I know what triggered this change in policy?

http://www.mightytravels.com/1323275...ship_sites.php
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Old Mar 24, 14, 12:52 pm
  #771  
No longer used by Hyatt; use World of Hyatt Concierge
 
Join Date: Jul 1999
Posts: 1,627
Originally Posted by MightyTravels View Post
Thanks Dana - this is great news! May I know what triggered this change in policy?

http://www.mightytravels.com/1323275...ship_sites.php
Dear MightyTravels,

Thank you so much for your message! We are constantly evaluating our BRG process and we want to make sure that we are providing the best service.

In looking at these free membership sites, as long as you do not have to sign in, or become a member to view the rates, we will validate the BRG. Again, our policies are subject to change, but I will certainly alert this thread if that should happen.

Happy Monday!

Dana Mowrey
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Old Apr 3, 14, 7:44 pm
  #772  
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Join Date: Apr 2007
Programs: QF, 06, GA, Hyatt, Marriott
Posts: 2,560
Success with ebookers.com.

Importantly, the BRG agent took the cancellation policy of the property on hyatt.com (one day prior to arrival) rather than the policy of the competing rate (100% non-refundable).
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Old Apr 10, 14, 10:41 pm
  #773  
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Join Date: Apr 2007
Programs: QF, 06, GA, Hyatt, Marriott
Posts: 2,560
Success with otels.com and getaroom.com.
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Old Apr 15, 14, 7:51 am
  #774  
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Join Date: Jul 2011
Programs: SEIBU PRINCE CLUB Platinum, Hyatt Explorist, Marriott Gold, Cocos Gold
Posts: 14,199
PH Tokyo May 5th, Park Deluxe Twin

Hyatt: 72000 yen
Orbitz: $418 (free cancellation)
BRG: 34102 yen

First BRG I've gotten in a LONG time!
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Old Apr 15, 14, 12:40 pm
  #775  
 
Join Date: Jan 2008
Programs: PC Platinum Ambassador, Hyatt Diamond
Posts: 2,732
Recently had 2 good ones in PH REP and GH San Diego. Not ever had that much trouble finding good ones. Sometimes you have to HUCA for sure, but overall I have been and remained pleased with the BRG with Hyatt. Don't make it more generous and don't make it harder. Thankfully its not an IHG style where a free night is at stake so they sacrifice goats to the devil practically to find a way to deny it, but its still a healthy discount and relatively easy to get honored. Even better now that they cleared up some of that "membership" sign up nonsense. I did have a rep last time say she could not pull up the rate despite my doing it over and over and when I called back, the next rep had NO issues.
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Old Apr 15, 14, 2:02 pm
  #776  
 
Join Date: May 2012
Posts: 394
Success with booking.com at Manchester GH in San Diego. Already had a pre-existing reservation at $207/night using My Elite Rate. Booking.com had a non-rufundable of $207/night. First agent at Diamond Line told me that this is the exact rate I am already booked at, but when I asked her to compare the public rates a new BRG agent came on the phone and got it done. He reiterated that this was the rate I already had booked, but that they would offer the lower price based on the publicly available rates. Only downside was that I had a DSU from last year applied to the original reservation. When they updated, I lost that one and had to use a new one. They also checked availability to make sure the DSU could be used. Not sure what I would have done had the DSU not been available - likely would have kept the original reservation at $207.
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Old Apr 15, 14, 3:38 pm
  #777  
 
Join Date: Jun 2013
Posts: 1,596
Originally Posted by pickles1107 View Post
Success with booking.com at Manchester GH in San Diego. Already had a pre-existing reservation at $207/night using My Elite Rate. Booking.com had a non-rufundable of $207/night. First agent at Diamond Line told me that this is the exact rate I am already booked at, but when I asked her to compare the public rates a new BRG agent came on the phone and got it done. He reiterated that this was the rate I already had booked, but that they would offer the lower price based on the publicly available rates. Only downside was that I had a DSU from last year applied to the original reservation. When they updated, I lost that one and had to use a new one. They also checked availability to make sure the DSU could be used. Not sure what I would have done had the DSU not been available - likely would have kept the original reservation at $207.
Thanks Pickles. I had a Points and cash reservation for 7/27-7/31. Priceline and booking.com showed price for a room at 223, while hyatt was at 279. brg accepted and new rate at 178. while its more expensive than my points with cash cost per night, i get 40K in points back and by my math save a few dollars. Thanks again.
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Old Apr 15, 14, 3:58 pm
  #778  
 
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 268
success with priceline at andaz amsterdam and amoma at andaz wall st
love this brg thing! no hassles at all, 5 minute calls and done
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Old Apr 15, 14, 4:22 pm
  #779  
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Originally Posted by dlandz View Post
success with priceline at andaz amsterdam and amoma at andaz wall st
love this brg thing! no hassles at all, 5 minute calls and done
You got lucky. My call was 30 minutes long; 20 minutes to get the BRG approved, and 10 to correct the agent's mistake of setting my rate to 3.4 MILLION yen.

On another note, I'm recently experiencing a two or three minute wait to connect to an operator via the Diamond Line. It's always been an immediate pickup until now...
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Old Apr 23, 14, 5:50 pm
  #780  
 
Join Date: Apr 2004
Location: SNA/BNA/YVR
Programs: UA 1K, SPG Platinum, Marriott Platinum Prem, Hilton Gold, Hyatt Diamond, IHG Gold
Posts: 2,106
Just got a BRG approved at the Waikiki Hyatt for Aug. New rate is $162.20 and I was able to call the Diamond GP services and get a suite upgrade applied. This was my first try with Hyatt after many successful attempts with Marriott, SPG, and 2 with IHG. It took 10 minutes and 55 seconds for everything to get done, and at least 2 of that was spent on hold before someone picked up. For me this was an easy process but as always YMMV.

Just got a second one approved for the same website (amoma) at the SFO Airport Hyatt. This one was as quick and efficient as the other one.

Last edited by chicaloca453; Apr 23, 14 at 11:31 pm
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