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 29, 2014, 7:08 am
#916
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,434
Hyatt just refused to honor the BRG for a low Hyatt rate quote on gtahotels.com, claiming a booking made there wasn't "immediately bookable" despite the "Immediate Confirmation" on the gtahotels page when I clicked on the Grand Hyatt San Antonio. Hyatt claimed that, despite the requested credit card information at the gtahotels site, I would get only a voucher which could be exchanged later for a booking.
Unless gtahotels is really shady, this logic seems pretty tortured. And rates below Hyatt's have to be pretty rare on the mainline booking sites. So...I have to ask.....has anyone filed a successful BRG claim recently? Any details you'd like to share?
Unless gtahotels is really shady, this logic seems pretty tortured. And rates below Hyatt's have to be pretty rare on the mainline booking sites. So...I have to ask.....has anyone filed a successful BRG claim recently? Any details you'd like to share?
The more things change...
Jun 30, 2014, 9:46 pm
#917
formerly ffactoryxx
Join Date: Mar 2011
Posts: 179
I think replying to emails from specialists just ends up in a black hole. Hehe. Responded Saturday night to an email asking to resubmit snapshot. I replied and still nothing 48 hrs later. Sent a follow-up with a link to theuplo aded snapshot in case they again couldn't open and still nothing.
I also realized that each email comes from [email protected] does this system automatically route email replies to the rep who sent the email? Looks like it just goes back to a general mailbox.
Almost seems easier to just resubmit a claim from the Hyatt website.
I also realized that each email comes from [email protected] does this system automatically route email replies to the rep who sent the email? Looks like it just goes back to a general mailbox.
Almost seems easier to just resubmit a claim from the Hyatt website.
Jul 4, 2014, 11:23 am
#918
Join Date: Sep 2008
Location: Midwest USA
Programs: BA SIL, WN A, UA SIL, Marriott TIT (LT), Hilton DIA
Posts: 1,969
I am new to Hyatt BRG, and want to know if there is an "appeal" process for a denied BRG claim.
I had one denied because the (basic) room is called "twin" on Hyatt.com, and "classic" on the competing website. I called Hyatt customer service, and the hotel, and they each said that both terms referred to the same room type.
BRG denied it because they said it was not the same room type.
thanks in advance.
I had one denied because the (basic) room is called "twin" on Hyatt.com, and "classic" on the competing website. I called Hyatt customer service, and the hotel, and they each said that both terms referred to the same room type.
BRG denied it because they said it was not the same room type.
thanks in advance.
Jul 4, 2014, 2:06 pm
#920
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I am new to Hyatt BRG, and want to know if there is an "appeal" process for a denied BRG claim.
I had one denied because the (basic) room is called "twin" on Hyatt.com, and "classic" on the competing website. I called Hyatt customer service, and the hotel, and they each said that both terms referred to the same room type.
BRG denied it because they said it was not the same room type.
thanks in advance.
I had one denied because the (basic) room is called "twin" on Hyatt.com, and "classic" on the competing website. I called Hyatt customer service, and the hotel, and they each said that both terms referred to the same room type.
BRG denied it because they said it was not the same room type.
thanks in advance.
Jul 5, 2014, 11:20 am
#921
Join Date: Sep 2008
Location: Midwest USA
Programs: BA SIL, WN A, UA SIL, Marriott TIT (LT), Hilton DIA
Posts: 1,969
As an aside, I don't understand how they figure the cancellation policy on a BRG.
The rate I reserved on Hyatt.com was cancel (no penalty) until day prior to arrival.
The competing rate was pre-pay but cancel (no penalty) until 2 days prior.
When I received the BRG approval e-mail, it said the rate would be pre-pay, no changes, non-refundable.
I called customer service and they agreed to change the cancel policy to no penalty (day prior), but it was a one time courtesy.
Is this how it is supposed to work? The BRG terms & conditions does not seem to address this.
Jul 5, 2014, 1:44 pm
#922
Join Date: Feb 2009
Posts: 3,737
You can still call the BRG phone line if your reservation is for a stay within 24 hours. I found that Hotels.com/mobile was showing a 10% discount on refundable rates. Put it through twice online and was told that my screenshot did not work and they could not get the website to work... yet it worked on 3 different browsers on my laptop and it was a jpeg for the image.When I called in I really pushed to do it over the phone and they said as a "one time exception to the rule." They said on the phone that normally they wouldn't normally match a mobile rate.
What is the point of giving the URL and a screenshot if the BRG Specialist is not going to use it? I have the opinion that they ask for this information to increase the number of variables that they can reject your claim on.
What is the point of giving the URL and a screenshot if the BRG Specialist is not going to use it? I have the opinion that they ask for this information to increase the number of variables that they can reject your claim on.
Jul 6, 2014, 10:38 am
#923
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
Twenty-six and a half hours and counting.
This still hasn't been resolved. I'm spoken with the rep who put a proposal to me, saying the hotel could not honour the rate that had been duly confirmed (by two separate people) more than a week prior). I put a counter proposal. Five days later I get a new reservation that reflects neither the proposal put to me or the one I put back. Time differences and the fact I'm now travelling mean still no resolution.
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.
Jul 7, 2014, 12:52 am
#924
Join Date: Nov 2008
Programs: SQ QPP1, HYATT DIA, SPG GOLD, HH GOLD, IHG GOLD
Posts: 656
Booked on My Elite Plan of S$312/nite (excluding tax) for GH Singapore (12-14 Jul 2014).
Checked getaroom.com and found a much cheaper rate of S$277.71/nite and submitted online BRG claim form on Saturday night (around 11pm Singapore time).
Received an email about 30 hrs later on Monday morning (around 5am Singapore time) with the following reply:
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and was able to validate the information as eligible for our Hyatt Best Rate Guarantee. For your convenience, I have included a summary of your reservation below.
Hyatt Destination: Grand Hyatt Singapore
Confirmation Number: xxxxxxxx
Guest Name: xxxxxxxxx
Arrival Date: 7/12/2014
Departure Date: 7/14/2014
Rates: 222.20 SGD a night plus taxes and associated fees
Number of guests: 2
Requested bed type: King
Cancellation Policy: CXL BY 2PM HOTEL TIME 24HRS PRIOR TO ARRIVAL TO AVOID 1NT PENALTY
Please let us know if we may be of any other assistance, or if you should have any questions regarding your upcoming stay!
Nicely scored my first BRG claim and save a total of more than S$200 for the 2 nights (including taxes)
BTW, the rate is still available at getaroom.com.
Checked getaroom.com and found a much cheaper rate of S$277.71/nite and submitted online BRG claim form on Saturday night (around 11pm Singapore time).
Received an email about 30 hrs later on Monday morning (around 5am Singapore time) with the following reply:
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and was able to validate the information as eligible for our Hyatt Best Rate Guarantee. For your convenience, I have included a summary of your reservation below.
Hyatt Destination: Grand Hyatt Singapore
Confirmation Number: xxxxxxxx
Guest Name: xxxxxxxxx
Arrival Date: 7/12/2014
Departure Date: 7/14/2014
Rates: 222.20 SGD a night plus taxes and associated fees
Number of guests: 2
Requested bed type: King
Cancellation Policy: CXL BY 2PM HOTEL TIME 24HRS PRIOR TO ARRIVAL TO AVOID 1NT PENALTY
Please let us know if we may be of any other assistance, or if you should have any questions regarding your upcoming stay!
Nicely scored my first BRG claim and save a total of more than S$200 for the 2 nights (including taxes)
BTW, the rate is still available at getaroom.com.
Jul 7, 2014, 1:42 am
#925
Join Date: Sep 2009
Location: DXB / WAW
Programs: Skywards Gold
Posts: 726
On Galahotels the same is US$471 including all taxes. So BRG will get you US$377 which is another US$40 saved.
Jul 7, 2014, 6:37 pm
#926
Join Date: Nov 2008
Programs: SQ QPP1, HYATT DIA, SPG GOLD, HH GOLD, IHG GOLD
Posts: 656
So S$520 including taxes which is approx. US$417.
On Galahotels the same is US$471 including all taxes. So BRG will get you US$377 which is another US$40 saved.
On Galahotels the same is US$471 including all taxes. So BRG will get you US$377 which is another US$40 saved.
At Hyatt.com, the cheapest room is Grand Twin (in the Terrace Wing), while that at getaroom.com is Double or Twin Grand Room (did not mention which wing). I can only find a room with similar description at a slightly higher rate, which I ultimately submitted in the BRG claim form.
Likewise, at galahotels.com, it should be only slightly cheaper compared to the rate I am getting, with the Grand Room (Terrace Wing) being priced at US$406 (after the discount). The price listed at galahotels.com is US$507.
Jul 8, 2014, 12:43 am
#927
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
I've been successful with two separate BRGs in the past 24 hours but on both occasions the two (different) agents have replied stating "We do require an existing reservation to be made through Hyatt directly in order to apply the Best Rate Guarantee discount."
Since when?
Since when?
Jul 8, 2014, 1:18 am
#928
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,434
I've been successful with two separate BRGs in the past 24 hours but on both occasions the two (different) agents have replied stating "We do require an existing reservation to be made through Hyatt directly in order to apply the Best Rate Guarantee discount."
Since when?
Since when?
Jul 8, 2014, 9:42 am
#929
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
Approved for amoma.com and getaroom.com but denied for galahotels.com. I asked the agent why Gala wasn't subject to the guarantee and she said "It just is not approved. They just give us a list. They don’t tell us why. It’s just not approved". Nice.
On confirming the above two successful BRGs I queried the new policy with the requirement to have an existing reservation. The agent said that was correct to which I said that wasn't in the T&Cs and she said "That's correct. We're trying to get it added". I'm not sure if needing to have a confirmed reservation will make claims even harder or not.
I've been successful with two separate BRGs in the past 24 hours but on both occasions the two (different) agents have replied stating "We do require an existing reservation to be made through Hyatt directly in order to apply the Best Rate Guarantee discount."
Since when?
Since when?
Jul 8, 2014, 9:52 am
#930
Join Date: Sep 2009
Location: DXB / WAW
Programs: Skywards Gold
Posts: 726