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
Feb 3, 2015, 8:30 pm
#1442
Join Date: Apr 2010
Location: ORD
Programs: Hyatt Diamond,IHG Platinum, HH Gold, OZ Diamond (*G), AA Plat, AS MVP Gold
Posts: 85
This was used to be smooth process when we could call.
Now, this has been gone too bad.
I submitted 4 claims (2 exactly same claims x 2)
I got 4 different results. The first one went through but the second one denied since hyatt offers lower rate. I was requesting "refundable" rates between hyatt.com and expedia.com but the agent insisted that this is not eligible since hyatt.com offers lower "non-refundable" rate.
Third one was approved but new rate was wrongly calculated. I sent to correct it but the agent denies since his calculation was correct....
The last one was denied since they could not open my screenshot and the third party rate matched to hyatt.com rate. Sure, I overwrite the image so I don't have the number to reclaim it.
This is a real pain in my A$$$. I want my friendly live agent back
Now, this has been gone too bad.
I submitted 4 claims (2 exactly same claims x 2)
I got 4 different results. The first one went through but the second one denied since hyatt offers lower rate. I was requesting "refundable" rates between hyatt.com and expedia.com but the agent insisted that this is not eligible since hyatt.com offers lower "non-refundable" rate.
Third one was approved but new rate was wrongly calculated. I sent to correct it but the agent denies since his calculation was correct....
The last one was denied since they could not open my screenshot and the third party rate matched to hyatt.com rate. Sure, I overwrite the image so I don't have the number to reclaim it.
This is a real pain in my A$$$. I want my friendly live agent back
Feb 3, 2015, 8:41 pm
#1443
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
This was used to be smooth process when we could call.
Now, this has been gone too bad.
I submitted 4 claims (2 exactly same claims x 2)
I got 4 different results. The first one went through but the second one denied since hyatt offers lower rate. I was requesting "refundable" rates between hyatt.com and expedia.com but the agent insisted that this is not eligible since hyatt.com offers lower "non-refundable" rate.
Third one was approved but new rate was wrongly calculated. I sent to correct it but the agent denies since his calculation was correct....
The last one was denied since they could not open my screenshot and the third party rate matched to hyatt.com rate. Sure, I overwrite the image so I don't have the number to reclaim it.
This is a real pain in my A$$$. I want my friendly live agent back
Now, this has been gone too bad.
I submitted 4 claims (2 exactly same claims x 2)
I got 4 different results. The first one went through but the second one denied since hyatt offers lower rate. I was requesting "refundable" rates between hyatt.com and expedia.com but the agent insisted that this is not eligible since hyatt.com offers lower "non-refundable" rate.
Third one was approved but new rate was wrongly calculated. I sent to correct it but the agent denies since his calculation was correct....
The last one was denied since they could not open my screenshot and the third party rate matched to hyatt.com rate. Sure, I overwrite the image so I don't have the number to reclaim it.
This is a real pain in my A$$$. I want my friendly live agent back
Feb 3, 2015, 8:46 pm
#1444
Join Date: Apr 2010
Location: ORD
Programs: Hyatt Diamond,IHG Platinum, HH Gold, OZ Diamond (*G), AA Plat, AS MVP Gold
Posts: 85
Feb 3, 2015, 8:52 pm
#1445
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
You should be approved in this case. If you're in doubt, double submit (ie. submit it a second time without the request for a refundable rate).
Feb 3, 2015, 9:07 pm
#1446
Join Date: Apr 2010
Location: ORD
Programs: Hyatt Diamond,IHG Platinum, HH Gold, OZ Diamond (*G), AA Plat, AS MVP Gold
Posts: 85
Feb 7, 2015, 7:53 am
#1451
Join Date: May 2010
Location: Oslo
Posts: 448
My first Claim for 2 nights was accepted - yay and thanks to you all 
But i think the agent got confused with the taxes which are included on hotelsclick automatically and calculated the BRG wrong.
€ 439,50 Competing Rate (total for 2 nights incl. BF) what makes
€ 175,80 per Night rate excl. Tax (439,50 * 0,8 : 2 )
€ 215,66 Hyatt AP excl. tax
€ 169,40 matched rate excl. tax
Based on my calculation it should be around 140,64 per night excl. taxes ?
But i think the agent got confused with the taxes which are included on hotelsclick automatically and calculated the BRG wrong.
€ 439,50 Competing Rate (total for 2 nights incl. BF) what makes
€ 175,80 per Night rate excl. Tax (439,50 * 0,8 : 2 )
€ 215,66 Hyatt AP excl. tax
€ 169,40 matched rate excl. tax
Based on my calculation it should be around 140,64 per night excl. taxes ?
Feb 7, 2015, 8:04 am
#1452
Join Date: May 2010
Location: Oslo
Posts: 448
I got the following message when I tried to contact the concierge in the forum
Quote:
Thank you for your message. I am sorry to hear that you have not yet heard back regarding your claim. However, I am afraid that we are no longer able to assist with Best Rate Guarantee claims via social media. Please contact one of our Guest Services Specialists at 800-323-7249 or [email protected] for assistance.
Quote:
Thank you for your message. I am sorry to hear that you have not yet heard back regarding your claim. However, I am afraid that we are no longer able to assist with Best Rate Guarantee claims via social media. Please contact one of our Guest Services Specialists at 800-323-7249 or [email protected] for assistance.
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
Feb 9, 2015, 12:36 pm
#1453
Join Date: Nov 2010
Posts: 5
Hyatt BRG Problem
Just wondering if others are having difficulty in getting Hyatt to honor its - so-called - BRG Guarantee? Found an $81.01./nt rate for Hyatt Regency/ORD at GetARoom.com for 2/22. But Hyatt will now not even respond to repeated BRG filings to match. What gives? Are these BRG's just becoming big scams?
Feb 9, 2015, 2:25 pm
#1454
Join Date: May 2010
Location: Oslo
Posts: 448
Just wondering if others are having difficulty in getting Hyatt to honor its - so-called - BRG Guarantee? Found an $81.01./nt rate for Hyatt Regency/ORD at GetARoom.com for 2/22. But Hyatt will now not even respond to repeated BRG filings to match. What gives? Are these BRG's just becoming big scams?
During the weekend I submitted three claims for the same stay. The competing site was amoma.com, which according to this thread should have been in the clear. One claim was rejected because the could not open my pdf-document, one because the room was not same (king bed on hyatt, vs double standard bed on amoma) and one just stated the they could not see any availablity on amoma.com (even though I provided a full and working url in the claim).
If you win the lottery, you will most likely get a rate that is higher than you are eligible for. Or they calculate the 20% incorrectly. There is no way to dispute it - you just have to take what you get.
Feb 9, 2015, 2:47 pm
#1455
Join Date: Jun 2014
Location: NYC
Posts: 24
I have reviewed your claim and determined that, based on the third party website rates on the third party site being higher than Hyatt.com, rates, this reservation is not eligible for our Best Rate Guarantee. The original claim that was submitted has been reviewed further and was incomplete. I apologize for this inconvenience, however we do have to re-book the reservation at the current Hyatt daily rate of 299.00 Canadian Dollars.