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.
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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 9, 2015, 2:54 pm
#1456
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
Got the BRG and then got an email two days later:
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.
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.
You've got to be kidding.
Feb 9, 2015, 3:41 pm
#1458
Join Date: Feb 2003
Location: MEL
Programs: Bonvoy LT Plat. WOH Glob. SQ Gold
Posts: 1,637
Had a bit of a victory today for a booking in Dec (basically trying to lock in an expiring DSU before the new batch arrive)
Park Hyatt Vienna original price 470 euro/ matched against Hotels.com and BRG rate of 338 euro. Over six nights works out to be quite a nice savings.
Hopefully I don't get an email in a few days saying they've changed their minds - that really is totally unacceptable.
Park Hyatt Vienna original price 470 euro/ matched against Hotels.com and BRG rate of 338 euro. Over six nights works out to be quite a nice savings.
Hopefully I don't get an email in a few days saying they've changed their minds - that really is totally unacceptable.
Feb 10, 2015, 1:32 am
#1459
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
Got the BRG and then got an email two days later:
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.
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.
In contrast to this last January I filed a Marriott LNF claim for the Marriott Wailea. When it was approved the agent accidentally put in the discount amount as the rate so I ended up with a $58 a night room when it was supposed to be around $220. I didn't want any issue in checking in so I notified them. Their response was "thanks for letting us know, but we made the mistake so the rate stands." If Hyatt made a mistake, they should just eat it as the cost of doing business. Train the agent better so it doesn't happen again and leave the client happy.
Feb 10, 2015, 2:32 am
#1460
Join Date: May 2010
Location: Oslo
Posts: 448
Got the BRG and then got an email two days later:
I have reviewed your claim and determined that, based on the third party website rates on the third party site being higher than Hyatt.com, rates, this reservation is not eligible for our Best Rate Guarantee. The original claim that was submitted has been reviewed further and was incomplete. I apologize for this inconvenience, however we do have to re-book the reservation at the current Hyatt daily rate of 299.00 Canadian Dollars.
I have reviewed your claim and determined that, based on the third party website rates on the third party site being higher than Hyatt.com, rates, this reservation is not eligible for our Best Rate Guarantee. The original claim that was submitted has been reviewed further and was incomplete. I apologize for this inconvenience, however we do have to re-book the reservation at the current Hyatt daily rate of 299.00 Canadian Dollars.
Feb 10, 2015, 7:06 am
#1461
Join Date: Mar 2014
Programs: AA EXP, TK Elite, LY Top-Platinum, HGP Diamond, HH Diamond, IHGR Platinum Amb
Posts: 280
Success with EasyClickTravel
Never used this OTA before and I was a bit sceptical - but the claim was approved with no issues. I think it's an LMT-linked website, but not sure. Anyway, it's good to know this OTA is acceptable for BRG. ^
Property: Hyatt Place Amsterdam Airport
Rate used: Hyatt Daily Rate
Price on Hyatt.com: 134 EUR
Price on EasyClickTravel.com: 110$ (~97.2 EUR)
Price adjusted: 77.8 EUR
Property: Hyatt Place Amsterdam Airport
Rate used: Hyatt Daily Rate
Price on Hyatt.com: 134 EUR
Price on EasyClickTravel.com: 110$ (~97.2 EUR)
Price adjusted: 77.8 EUR
Feb 10, 2015, 8:32 am
#1462
Join Date: May 2014
Location: RIC
Programs: Hyatt Globalist, AA EXP, National EE
Posts: 269
I heard back from Hyatt regarding my complaint (refer to previous postings). The CSR stated:
What? My email did not to ask for the BRG - but was sent to inform Hyatt of their dismal customer service from the BRG department. The shenanigans continue ...
I have reviewed your claim and was able to your reservation was eligible for our Hyatt Best Rate Guarantee and we did apply that as well as the extra 20% discount to your stay. For your convenience, I have included a summary of your reservation below.
Feb 11, 2015, 6:09 am
#1465
Join Date: Apr 2013
Posts: 343
Made a BRG on booking.com in the morning. Approved later that day. As long as the room type and rate type (non-refundable, etc) is the same, and you upload a JPEG, I found no trouble with the web form.
The only real variable for me is the website used to match.
The only real variable for me is the website used to match.
Feb 13, 2015, 8:00 pm
#1466
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
Denied for venere.com due to the site allegedly requiring a membership.
Additionally, this past week I've had two additional claims denied for fabricated reasons. In both cases I've phoned the BRG line and after long hold times both claims have been approved. In the most recent example I spent just over 55 minutes on the phone to an agent because an agent appended a screenshot to my claim of the competing which, since the time of submission, has seen a price rise. That is, instead of using the screenshot I had sent the agent decided to save their own screenshot over the top of mine meaning I had to re-send my screenshot. Talk about fraud.
Additionally, this past week I've had two additional claims denied for fabricated reasons. In both cases I've phoned the BRG line and after long hold times both claims have been approved. In the most recent example I spent just over 55 minutes on the phone to an agent because an agent appended a screenshot to my claim of the competing which, since the time of submission, has seen a price rise. That is, instead of using the screenshot I had sent the agent decided to save their own screenshot over the top of mine meaning I had to re-send my screenshot. Talk about fraud.
Feb 13, 2015, 11:22 pm
#1467
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,539
Denied for venere.com due to the site allegedly requiring a membership.
Additionally, this past week I've had two additional claims denied for fabricated reasons. In both cases I've phoned the BRG line and after long hold times both claims have been approved. In the most recent example I spent just over 55 minutes on the phone to an agent because an agent appended a screenshot to my claim of the competing which, since the time of submission, has seen a price rise. That is, instead of using the screenshot I had sent the agent decided to save their own screenshot over the top of mine meaning I had to re-send my screenshot. Talk about fraud.
Additionally, this past week I've had two additional claims denied for fabricated reasons. In both cases I've phoned the BRG line and after long hold times both claims have been approved. In the most recent example I spent just over 55 minutes on the phone to an agent because an agent appended a screenshot to my claim of the competing which, since the time of submission, has seen a price rise. That is, instead of using the screenshot I had sent the agent decided to save their own screenshot over the top of mine meaning I had to re-send my screenshot. Talk about fraud.
Feb 14, 2015, 9:19 am
#1468
Join Date: Sep 2010
Programs: Hyatt diamond
Posts: 645
I've always had different rate types approved.
Feb 14, 2015, 7:19 pm
#1469
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
The BRG line is still available at its usual hours but agents will only accept claims for imminent stays (within 24 hours). Fortunately they are also very open to reviewing claims that have been wrongly denied.
Agreed. And I've also had more success with sending pdf files than jpg.
Agreed. And I've also had more success with sending pdf files than jpg.
Feb 17, 2015, 9:35 am
#1470
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
Got the BRG and then got an email two days later:
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.
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.
