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.
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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:
.................................................. ..........
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
Jun 24, 2014, 11:01 pm
#901
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
I just received this e-mail, after the 24 hour mark:
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and unfortunately I was unable to view your screenshot, can you please resend that within the next 24 hours.
Also the rate that you are looking at on the website must be in US dollars the currency of the hotel.
It is so tiring dealing with responses that do not follow the rules. The t&c talk about currency conversion for goodness sake! Does CS hope the uninformed will just give up? I sent my screen shot again. We'll see how many more hours this takes.
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and unfortunately I was unable to view your screenshot, can you please resend that within the next 24 hours.
Also the rate that you are looking at on the website must be in US dollars the currency of the hotel.
It is so tiring dealing with responses that do not follow the rules. The t&c talk about currency conversion for goodness sake! Does CS hope the uninformed will just give up? I sent my screen shot again. We'll see how many more hours this takes.
Jun 24, 2014, 11:08 pm
#902
Join Date: Dec 2009
Location: DCA
Posts: 814
If the competing rate is still being advertised, as mine is, it doesn't make sense to me that they even need the screenshot! Just look up the competing rate on the site please. So time wasting.
Jun 25, 2014, 7:29 am
#904
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Standard room is still available when I checked after receiving rejection. Of course, I cannot know if standard room was available or not at exact time when BRG rep checked, yet they didn't bother to consider my screenshot.
Jun 25, 2014, 9:00 am
#905
Join Date: Dec 2009
Location: DCA
Posts: 814
I am really aggravated right now. I am Diamond with Hyatt and they are building a lot of bad feelings from me.
After 35 hours I e-mailed the concierge. The room on the competing site says "suite". Clearly, that is the lowest level suite and not a named suite. They are refusing to honor the rate on the basis that they can't tell which suite it is.
After 35 hours I e-mailed the concierge. The room on the competing site says "suite". Clearly, that is the lowest level suite and not a named suite. They are refusing to honor the rate on the basis that they can't tell which suite it is.
Jun 25, 2014, 9:38 am
#906
formerly ffactoryxx
Join Date: Mar 2011
Posts: 179
So I want to match a hotel but Hyatt.com says Deluxe Ocean Front and all the other hotel sites say Oceanfront. I tripled checked and even called hotel if there was just Oceanfront (non deluxe rooms) but there is not. They have to be the same exact room just without the word deluxe. Will Hyatt match?
Maybe i could call that out in the comment box when i go to match.
Maybe i could call that out in the comment box when i go to match.
Last edited by TheFlyersRule; Jun 25, 2014 at 9:46 am
Jun 25, 2014, 3:45 pm
#909
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
You cannot even use standard room rates for 6K upgrade for many properties. You can, however, use DSU.
When redeeming Regency Club® or Grand Club® upgrades or suite upgrades at a resort property, you must pay a minimum of the Hyatt Daily Rate deluxe room (such as partial ocean view, ocean view, slope view, etc). At non-resort properties you must pay a minimum of the Hyatt Daily Rate.
Jun 26, 2014, 3:40 am
#910
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,784
Has anyone ever had a BRG approved then Hyatt phone you later to retract that and say they can't honour it?
Earlier today someone at Hyatt in Nebraska (I have the person's name) called my home and spoke with someone else (I am travelling) to say that they could not possibly honour a particular BRG I had approved because it was so, so low. They wanted to speak with me to discuss 'compensation'. Due to the absence of a Skype headset at my office and the time difference I won't be able to phone for another 12 hours or so.
The BRG was approved nine days ago and I've received the confirmation email. Prior to the call more than one Hyatt phone agent has confirmed that the reservation is in place.
Is this acceptable? I certainly don't won't Hyatt to go broke but, seriously, over a week later and with several people having confirmed it. It doesn't sit very well with me.
Earlier today someone at Hyatt in Nebraska (I have the person's name) called my home and spoke with someone else (I am travelling) to say that they could not possibly honour a particular BRG I had approved because it was so, so low. They wanted to speak with me to discuss 'compensation'. Due to the absence of a Skype headset at my office and the time difference I won't be able to phone for another 12 hours or so.
The BRG was approved nine days ago and I've received the confirmation email. Prior to the call more than one Hyatt phone agent has confirmed that the reservation is in place.
Is this acceptable? I certainly don't won't Hyatt to go broke but, seriously, over a week later and with several people having confirmed it. It doesn't sit very well with me.
Jun 26, 2014, 12:53 pm
#911
Join Date: Apr 2004
Location: SNA and BNA depending on work and time of year
Programs: UA Silver/ AA EXP/Hyatt Globalist/Marriott Lifetime Titanium/Hilton Diamond
Posts: 2,189
I actually got the same message the OP did on a claim. Funny thing is the claim was already processed over the phone. So this system really as a lot of bugs.
Jun 26, 2014, 10:00 pm
#912
Join Date: Feb 2005
Location: So Cal
Programs: UA Gold/0.744MM, WN AL, Hyatt Diamond, MR Scum, Hertz PC, National Exec, Avis PC
Posts: 5,561
Has anyone ever had a BRG approved then Hyatt phone you later to retract that and say they can't honour it?
Earlier today someone at Hyatt in Nebraska (I have the person's name) called my home and spoke with someone else (I am travelling) to say that they could not possibly honour a particular BRG I had approved because it was so, so low. They wanted to speak with me to discuss 'compensation'. Due to the absence of a Skype headset at my office and the time difference I won't be able to phone for another 12 hours or so.
The BRG was approved nine days ago and I've received the confirmation email. Prior to the call more than one Hyatt phone agent has confirmed that the reservation is in place.
Is this acceptable? I certainly don't won't Hyatt to go broke but, seriously, over a week later and with several people having confirmed it. It doesn't sit very well with me.
Earlier today someone at Hyatt in Nebraska (I have the person's name) called my home and spoke with someone else (I am travelling) to say that they could not possibly honour a particular BRG I had approved because it was so, so low. They wanted to speak with me to discuss 'compensation'. Due to the absence of a Skype headset at my office and the time difference I won't be able to phone for another 12 hours or so.
The BRG was approved nine days ago and I've received the confirmation email. Prior to the call more than one Hyatt phone agent has confirmed that the reservation is in place.
Is this acceptable? I certainly don't won't Hyatt to go broke but, seriously, over a week later and with several people having confirmed it. It doesn't sit very well with me.
Jun 28, 2014, 6:01 pm
#914
formerly ffactoryxx
Join Date: Mar 2011
Posts: 179
Earlier this week I got an email saying screen shot was not attached and to reattach to the email. Reattached to email over a few days ago and nothing back.
Resubmitted a claim form from scratch and took a brand new screen shot in JPG format and sent over. 6 hours later i got an email saying when they open the attachment it is blank. Replied to email and reattached jpg and sent. We shall see now if I hear back.
Jun 28, 2014, 11:07 pm
#915
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
Given the huge amount of trouble they seem to have with screen shots, I don't see why people aren't posting the screen shots to the web and including the URL as well as attaching them.