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.
.................................................. ..........
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
Jan 5, 2015, 10:16 am
#1321
Join Date: Feb 2014
Posts: 252
I attempted a Hyatt BRG claim for the Hyatt Regency Maui on a cancelable rate of $299 vs. $280 but they denied the claim for the because,
"We compare the bbest rate a third-party has to offer with the best rate Hyatt.com offers, regardless of the cancellation policies. Per our terms and conditions: "If you find a publicly available and immediately bookable room-only rate on the internet for a hyatt hotel("Competing Rate") that is lower than the room rate available for the same reservation on http://www.hyatt.com (i.e., same hotel, same type of room, same number of guests, same dates of stay and same length of stay)... "
Is this new? The prepaid rate on Hyatt.com was $255. I've done BRG claims before and they have insisted the cancellation policies match. I'm I missing something? Is the agent incorrect?
"We compare the bbest rate a third-party has to offer with the best rate Hyatt.com offers, regardless of the cancellation policies. Per our terms and conditions: "If you find a publicly available and immediately bookable room-only rate on the internet for a hyatt hotel("Competing Rate") that is lower than the room rate available for the same reservation on http://www.hyatt.com (i.e., same hotel, same type of room, same number of guests, same dates of stay and same length of stay)... "
Is this new? The prepaid rate on Hyatt.com was $255. I've done BRG claims before and they have insisted the cancellation policies match. I'm I missing something? Is the agent incorrect?
Jan 6, 2015, 1:11 pm
#1322
Join Date: Aug 2013
Location: EHAM / 52°18'29"N 004°45'51"E
Programs: Marriott Bonvoy Titanium, Flying Blue Platinum For Life
Posts: 209
Good Morning!
My name is Jillian McCall and I am a new Manager with Hyatt Guest Services. I have been involved with Hyatt Best Rate Guarantees for many years and am going to begin taking a more active role in monitoring trends and helping to make our program better.
Dana has advised that she will not be monitoring this thread due to her new position and so I am happy to let you know that I will keep myself available to help when I can!
Jillian McCall
My name is Jillian McCall and I am a new Manager with Hyatt Guest Services. I have been involved with Hyatt Best Rate Guarantees for many years and am going to begin taking a more active role in monitoring trends and helping to make our program better.
Dana has advised that she will not be monitoring this thread due to her new position and so I am happy to let you know that I will keep myself available to help when I can!
Jillian McCall
how should I follow up if the BRG claim was not processed within 24h?
thx
Jan 6, 2015, 4:12 pm
#1323
Join Date: Nov 2012
Location: Germany
Programs: IC Dia, Hyatt Globlist, Hilton Gold, Star Alliance Gold, Emirates Gold, BA Gold
Posts: 558
I attempted a Hyatt BRG claim for the Hyatt Regency Maui on a cancelable rate of $299 vs. $280 but they denied the claim for the because,
"We compare the bbest rate a third-party has to offer with the best rate Hyatt.com offers, regardless of the cancellation policies. Per our terms and conditions: "If you find a publicly available and immediately bookable room-only rate on the internet for a hyatt hotel("Competing Rate") that is lower than the room rate available for the same reservation on http://www.hyatt.com (i.e., same hotel, same type of room, same number of guests, same dates of stay and same length of stay)... "
Is this new? The prepaid rate on Hyatt.com was $255. I've done BRG claims before and they have insisted the cancellation policies match. I'm I missing something? Is the agent incorrect?
"We compare the bbest rate a third-party has to offer with the best rate Hyatt.com offers, regardless of the cancellation policies. Per our terms and conditions: "If you find a publicly available and immediately bookable room-only rate on the internet for a hyatt hotel("Competing Rate") that is lower than the room rate available for the same reservation on http://www.hyatt.com (i.e., same hotel, same type of room, same number of guests, same dates of stay and same length of stay)... "
Is this new? The prepaid rate on Hyatt.com was $255. I've done BRG claims before and they have insisted the cancellation policies match. I'm I missing something? Is the agent incorrect?
The whole idea is to compare apples with apples.
I had a BRG confirmed 2 days ago under those conditions so I would respond and ask for clarification.
Jan 6, 2015, 5:40 pm
#1324
Suspended
Join Date: Aug 2014
Posts: 112
I have been waiting for someone who is interested in hearing what dana mowery said about this acc. to her it's not a valid brg claim.
Here are the 4 scenarios I posed to her:
Scenario 1:
Hyatt.com ADV rate: $89
................. Refundable rate: $99
Hotels.com: ADV rate: $89
................... Refundable rate:$95
Scenario 2:
Hyatt.com:. ADV rate: $89
.................... Refundable rate $99
Hotels.com:. ADV rate:$83
.................... Refundable rate: $93
Scenario 3:
Hyatt.com:... Non refundable Promotional rate including shopping gift certificates: $85
................... ADV rate: $89
................... Refundable rate: $99
Hotels.com : ADV rate: $87
.................... Refundable rate: $89
Scenario 4:
Hyatt.com:... Refundable rate: $99 (no adv)
Hotels.com:. ADV rate: $89 ( no ref. )
Answers to follow after you've had time to think it through.
Here are the 4 scenarios I posed to her:
Scenario 1:
Hyatt.com ADV rate: $89
................. Refundable rate: $99
Hotels.com: ADV rate: $89
................... Refundable rate:$95
Scenario 2:
Hyatt.com:. ADV rate: $89
.................... Refundable rate $99
Hotels.com:. ADV rate:$83
.................... Refundable rate: $93
Scenario 3:
Hyatt.com:... Non refundable Promotional rate including shopping gift certificates: $85
................... ADV rate: $89
................... Refundable rate: $99
Hotels.com : ADV rate: $87
.................... Refundable rate: $89
Scenario 4:
Hyatt.com:... Refundable rate: $99 (no adv)
Hotels.com:. ADV rate: $89 ( no ref. )
Answers to follow after you've had time to think it through.
Jan 6, 2015, 6:41 pm
#1325
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
If the cheapest rate on Hyatt.com is a flexible one and the competing site offers a non-refundable one then the claim should be approved, keeping the cancellation policy of the Hyatt rate. This is actually super-customer-friendly in my book and I don't know any other BRG program that will allow this (SPG?).
I'd love to hear what others think. My experience is rather limited.
Jan 6, 2015, 10:44 pm
#1326
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
If you can't find a rate cheaper than $255, then you won't get a BRG. Sometimes, Hyatt.com removes the advance purchase option earlier than other sites and you be able to rebook then with a BRG
Jan 7, 2015, 12:08 am
#1329
Join Date: Dec 2008
Programs: M&M FQT, BA G, Bonvoy LTT, WoH GLOB
Posts: 960
Hyatt - Best Rate Guarantee - Experiences - MASTER THREAD - WIKI
Success with 2 BRGs for GH Berlin via Kayak/Agoda and Hotels.com. hyatt rates 230-280 EUR down to the EUR 160 range. No problems.
Jan 7, 2015, 5:50 am
#1330
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
Does anyone have different experience?
Jan 7, 2015, 9:36 am
#1331
Join Date: Feb 2014
Posts: 252
Nope. Your BRG is compared to the cheapest Hyatt rate. So if you find a cheaper one, they will refund the difference to your card. In practise, I book the fully flexible and allow the cancellation policy to be changed.
If you can't find a rate cheaper than $255, then you won't get a BRG. Sometimes, Hyatt.com removes the advance purchase option earlier than other sites and you be able to rebook then with a BRG
If you can't find a rate cheaper than $255, then you won't get a BRG. Sometimes, Hyatt.com removes the advance purchase option earlier than other sites and you be able to rebook then with a BRG
Jan 7, 2015, 11:55 am
#1332
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
If you book using HDR and claim against a prepaid non-refundable rate I guess you might simply get rejected.
Jan 7, 2015, 12:10 pm
#1333
Join Date: Aug 2014
Location: HK
Programs: SPG Platinum, BW Diamond, TK Elite
Posts: 380
I filed a BRG request against the Hyatt.com ADV rate and succeeded (without existing booking), then they gave me a case# and asked me to make a reservation and call Hyatt CS to make changes to my reservation. I just picked the HDR one and booked it (because I thought they will make changes anyway so I don't care what I reserve), surprisingly they put the BRG rate on my existing booking, all T&C remains unchanged, meaning that I can still cancel it anytime.
Last edited by fakeman; Jan 7, 2015 at 9:19 pm Reason: typo
Jan 7, 2015, 3:37 pm
#1334
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
Yes I did experienced this a few weeks ago.
I filed a BRG request against the Hyatt.com ADV rate and succeeded (without existing booking), then they gave me a case# and make a reservation and call Hyatt CS to make changes to my reservation. I just picked the HDR one and booked it (because I thought they will make changes anyway so I don't care what I reserve), surprisingly they put the BRG rate on my existing booking, all T&C remains unchanged, meaning that I can still cancel it anytime.
I filed a BRG request against the Hyatt.com ADV rate and succeeded (without existing booking), then they gave me a case# and make a reservation and call Hyatt CS to make changes to my reservation. I just picked the HDR one and booked it (because I thought they will make changes anyway so I don't care what I reserve), surprisingly they put the BRG rate on my existing booking, all T&C remains unchanged, meaning that I can still cancel it anytime.
And great timing for me. Just a few hours ago I filed a BRG claim against a prepaid non-refundable rate - without having a reservation. So I'm going to try and do what you described, though in this case I'm OK with a prepaid rate as well (which is something I usually try my best to avoid!).
Thanks for sharing!
^
Jan 9, 2015, 11:17 am
#1335
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
Here's an update:
-- Filed a BRG claim against a prepaid rate found on a competing site without having a reservation with Hyatt first.
-- Got approved, as expected, and had 24 hours to place a reservation and call in to adjust the rate.
-- Booked my reservation using Hyatt Daily Rate, which is of course a flexible rate not like the rate I claim the BRG against.
-- The agent on the phone was very nice, quickly adjusted the price but informed me that she would have to change the rate to an Advanced Rate with no cancellation. I agreed, and a minute later I had the new confirmation with the correctly-adjusted rate.
I'm a big fan of Hyatt's BRG program.
^
-- Filed a BRG claim against a prepaid rate found on a competing site without having a reservation with Hyatt first.
-- Got approved, as expected, and had 24 hours to place a reservation and call in to adjust the rate.
-- Booked my reservation using Hyatt Daily Rate, which is of course a flexible rate not like the rate I claim the BRG against.
-- The agent on the phone was very nice, quickly adjusted the price but informed me that she would have to change the rate to an Advanced Rate with no cancellation. I agreed, and a minute later I had the new confirmation with the correctly-adjusted rate.
I'm a big fan of Hyatt's BRG program.
^