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
Oct 24, 2012, 9:19 pm
#301
Join Date: Jan 2012
Location: Osaka
Programs: Hyatt Explorist, Hilton Gold, UA
Posts: 3,158
If you see the rate go down on Hyatt.com within 24 hr of making a res, then it is likely that it has also gone down on other booking sites that track Hyatt.com, signaling an opportunity for a BRG.
Oct 25, 2012, 1:57 pm
#302
Join Date: Dec 2009
Location: YYC - not the centre of the universe
Programs: AC*S100K 1MM, LH FTL, Hyatt Globalist, Accor Plat
Posts: 4,768
Awesome BRG opportunities at the PH Toronto in early January...
Especially for longer stays. Just booked Jan. 2-8 for 164 CAD BRG!!
Online retailer is big-E.
Awesome!
Especially for longer stays. Just booked Jan. 2-8 for 164 CAD BRG!!
Online retailer is big-E.
Awesome!
Oct 29, 2012, 3:48 pm
#303
Join Date: Jun 2002
Programs: Hyatt Explorist, IHG Platinum, Celebrity Cruises Elite Plus
Posts: 1,259
Had a BRG claim denied yesterday for a January 2013 stay although Priceline.com displayed a lower daily rate than Hyatt.com for same room type, etc.
Priceline.com displayed $183 per night (4 night stay) including breakfast while Hyatt.com was $239 including breakfast. Turns out the Priceline rate was actually Hyatt's "free time" promotion (code FRTIME) pro-rated to include the one free night and displayed as a nightly rate. Problem was the FRTIME promo wasn't available on Hyatt.com because the promo ends on Dec 30, 2012. So how was Priceline selling it?
I booked the higher Hyatt.com rate then called in the BRG. The rep told me she could match the Priceline rate since it's Hyatt's own FRTIME promo. I told her FRTIME doesn't display on Hyatt.com due to being past the expiration date, however the rep could see in her system that the promo had been extended into Feb 2013. So she said she could match the rate, but not honor the BRG (20% reduction) since they offer the same price. My argument back was that the public Hyatt.com website doesn't offer FRTIME for my travel dates so how would anyone know it's been extended? We went back and forth quite a few times, but she wouldn't budge.
I've had a few successful BRGs with Hyatt in the past, but my BRG allegiance continues to be with Marriott's program!
Priceline.com displayed $183 per night (4 night stay) including breakfast while Hyatt.com was $239 including breakfast. Turns out the Priceline rate was actually Hyatt's "free time" promotion (code FRTIME) pro-rated to include the one free night and displayed as a nightly rate. Problem was the FRTIME promo wasn't available on Hyatt.com because the promo ends on Dec 30, 2012. So how was Priceline selling it?
I booked the higher Hyatt.com rate then called in the BRG. The rep told me she could match the Priceline rate since it's Hyatt's own FRTIME promo. I told her FRTIME doesn't display on Hyatt.com due to being past the expiration date, however the rep could see in her system that the promo had been extended into Feb 2013. So she said she could match the rate, but not honor the BRG (20% reduction) since they offer the same price. My argument back was that the public Hyatt.com website doesn't offer FRTIME for my travel dates so how would anyone know it's been extended? We went back and forth quite a few times, but she wouldn't budge.
I've had a few successful BRGs with Hyatt in the past, but my BRG allegiance continues to be with Marriott's program!
Oct 29, 2012, 4:28 pm
#304
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,436
I've learned that there's no point in going back and forth with someone on the BRG line. Each operator has their own interpretation of the rules, from which they will not be swayed, but some are far more lenient than others.
So repeat your point once, then give up and call again to reach someone else. If you don't get it within three calls, then it's probably not happening, but the majority of my success has been on the second or third call.
So repeat your point once, then give up and call again to reach someone else. If you don't get it within three calls, then it's probably not happening, but the majority of my success has been on the second or third call.
Oct 30, 2012, 11:40 am
#305
formerly known as felinaar
Join Date: Jan 2010
Location: SEA
Programs: UA Plat, AA Gold, AS MVPG, Hyatt Diamond, Hilton Diamond, SPG Gold
Posts: 612
I'm looking for a 1-night stay at the HR Boston. A good $70 less on Otel.com and DHR.com. But when I call Hyatt, their BRG desk says neither page will load on their computers, and without the ability to look at it directly (my screenshot won't qualify) they can't match. I have no problem accessing the sites on my own. I even directed them through Hipmunk to find the sites, but clicking through presented them with another blank page.
Both sites are owned by Met Global. Seems to me like Hyatt might be blocking access to these pages on their end. Any other ideas or suggestions for getting this approved?
Both sites are owned by Met Global. Seems to me like Hyatt might be blocking access to these pages on their end. Any other ideas or suggestions for getting this approved?
Oct 30, 2012, 12:04 pm
#306
Join Date: Sep 2010
Programs: Hyatt diamond
Posts: 645
I'm looking for a 1-night stay at the HR Boston. A good $70 less on Otel.com and DHR.com. But when I call Hyatt, their BRG desk says neither page will load on their computers, and without the ability to look at it directly (my screenshot won't qualify) they can't match. I have no problem accessing the sites on my own. I even directed them through Hipmunk to find the sites, but clicking through presented them with another blank page.
Both sites are owned by Met Global. Seems to me like Hyatt might be blocking access to these pages on their end. Any other ideas or suggestions for getting this approved?
Both sites are owned by Met Global. Seems to me like Hyatt might be blocking access to these pages on their end. Any other ideas or suggestions for getting this approved?
I can't always tell if it's bad will on the part of the agent, but one thing for sure some newer agents are scared of making a mistake since these BRG's are watched carefully by upper management and the agent risk getting in trouble.
You know when you have an agent that's been doing it for a long time, it gets done in less than ten minutes. I wish there were more of these.
Good luck
Nov 6, 2012, 9:07 am
#308
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
GH Berlin for Easter:
1x 5 night stay arriving 28th March
1x 1 night stay arriving 28th March
1x 1 night stay arriving 1st April
Hyatt.com rate 170 euros/night
Splendia rate £109/night
BRG: 109 euros/night
1x 5 night stay arriving 28th March
1x 1 night stay arriving 28th March
1x 1 night stay arriving 1st April
Hyatt.com rate 170 euros/night
Splendia rate £109/night
BRG: 109 euros/night
Nov 7, 2012, 4:32 am
#309
Suspended
Join Date: Jan 2012
Location: ヒルトン大阪
Programs: ゴールデングローブ
Posts: 1,982
I've learned that there's no point in going back and forth with someone on the BRG line. Each operator has their own interpretation of the rules, from which they will not be swayed, but some are far more lenient than others.
So repeat your point once, then give up and call again to reach someone else. If you don't get it within three calls, then it's probably not happening, but the majority of my success has been on the second or third call.
So repeat your point once, then give up and call again to reach someone else. If you don't get it within three calls, then it's probably not happening, but the majority of my success has been on the second or third call.
Oh, what a good advice. I will try this next time. I was recently weasled out "because the rate on the 3rd party website is including all taxes"
Last edited by TallestHotelInJapan; Nov 7, 2012 at 4:39 am
Nov 7, 2012, 8:19 am
#310
Join Date: Aug 2004
Location: Germany
Programs: Hyatt Dia, MM, DGAEZ
Posts: 607
Nov 21, 2012, 2:54 pm
#312
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
Just got great rate for PH Dubai next July/August (almost half price).
Then phoned again for PH Abu Dhabi (hadn't checked rate for first phone call); same website etc and was denied firstly because room type differed (slightly), second because site isn't immediately bookable. Rang back to speak to different agent but got the same one who recognised me
will have to try tomorrow.
Then phoned again for PH Abu Dhabi (hadn't checked rate for first phone call); same website etc and was denied firstly because room type differed (slightly), second because site isn't immediately bookable. Rang back to speak to different agent but got the same one who recognised me
will have to try tomorrow.
Nov 26, 2012, 11:48 am
#313
Ambassador: Alaska Airlines
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
Just spent 20 minutes on the phone with the BRG department. After submitting a rate I found online, I was placed on hold for ~10 minutes. When the rep returned, he apologized and said that there was no computer at his site that could even access the site to verify the rate. Since he was not able to access the site or verify the rate, he could not process the BRG.
He did let on that there was a memo sent out dated 13 Nov (nearly 2 weeks ago) from management acknowledging that there was a problem accessing the site. The memo did not state whether the site was purposely blocked (by either Hyatt or the competing site) or was just inaccessible for technical malfunctions. There is no ETA to correct the problem.
As far as I'm concerned, inability to access the site (particularly when the problem is weeks old) is not a valid reason to deny a BRG. However, Hyatt BRG would not offer or accept any alternatives, including emailing screenshots or calling the vendor directly. A big
to Hyatt on this one for not stepping up when the fault lies on their side.
He did let on that there was a memo sent out dated 13 Nov (nearly 2 weeks ago) from management acknowledging that there was a problem accessing the site. The memo did not state whether the site was purposely blocked (by either Hyatt or the competing site) or was just inaccessible for technical malfunctions. There is no ETA to correct the problem.
As far as I'm concerned, inability to access the site (particularly when the problem is weeks old) is not a valid reason to deny a BRG. However, Hyatt BRG would not offer or accept any alternatives, including emailing screenshots or calling the vendor directly. A big
to Hyatt on this one for not stepping up when the fault lies on their side.
Nov 27, 2012, 1:35 pm
#314
Ambassador: Alaska Airlines
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
Just spent 20 minutes on the phone with the BRG department. After submitting a rate I found online, I was placed on hold for ~10 minutes. When the rep returned, he apologized and said that there was no computer at his site that could even access the site to verify the rate. Since he was not able to access the site or verify the rate, he could not process the BRG.
He did let on that there was a memo sent out dated 13 Nov (nearly 2 weeks ago) from management acknowledging that there was a problem accessing the site. The memo did not state whether the site was purposely blocked (by either Hyatt or the competing site) or was just inaccessible for technical malfunctions. There is no ETA to correct the problem.
As far as I'm concerned, inability to access the site (particularly when the problem is weeks old) is not a valid reason to deny a BRG. However, Hyatt BRG would not offer or accept any alternatives, including emailing screenshots or calling the vendor directly. A big to Hyatt on this one for not stepping up when the fault lies on their side.
He did let on that there was a memo sent out dated 13 Nov (nearly 2 weeks ago) from management acknowledging that there was a problem accessing the site. The memo did not state whether the site was purposely blocked (by either Hyatt or the competing site) or was just inaccessible for technical malfunctions. There is no ETA to correct the problem.
As far as I'm concerned, inability to access the site (particularly when the problem is weeks old) is not a valid reason to deny a BRG. However, Hyatt BRG would not offer or accept any alternatives, including emailing screenshots or calling the vendor directly. A big
to Hyatt on this one for not stepping up when the fault lies on their side.
Nov 27, 2012, 1:37 pm
#315
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