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
Mar 3, 2014, 6:49 pm
#736
Join Date: Jun 2011
Programs: SPG Platinum, Hyatt Diamond
Posts: 1,134
Has anyone ever had one denied because Hyatt.com has an "Offers" rate that is lower (e.g. - go to the hotel website then "Offers" then "Stay More Save More")? While I was on with her, I did not even see the offer when I was logged in to my account, although I now see it once I have logged out. The rate is associated with Corporate/Group code 89935, which is another red flag for me.
To top it off, when she put me on hold to find out where to obtain the rate on Hyatt.com, she had me on hold for 15+ minutes! It should not take her that long to find a "public" rate! If their "Offers" are official rates used in this process, it shouldn't require me to go on a wild goose hunt to find it.
I know that Starwood doesn't require a BRG claim to be lower than their special packages and offers, such as Z3H and Z3R, so I find this to be an odd interpretation of the Hyatt BRG rules. This is rather disappointing.
To top it off, when she put me on hold to find out where to obtain the rate on Hyatt.com, she had me on hold for 15+ minutes! It should not take her that long to find a "public" rate! If their "Offers" are official rates used in this process, it shouldn't require me to go on a wild goose hunt to find it.
I know that Starwood doesn't require a BRG claim to be lower than their special packages and offers, such as Z3H and Z3R, so I find this to be an odd interpretation of the Hyatt BRG rules. This is rather disappointing.
Mar 3, 2014, 7:23 pm
#737
Join Date: Sep 2009
Location: Australia
Programs: Qantas Platinum, Hyatt Lifetime Globalist
Posts: 359
Has anyone ever had one denied because Hyatt.com has an "Offers" rate that is lower (e.g. - go to the hotel website then "Offers" then "Stay More Save More")? While I was on with her, I did not even see the offer when I was logged in to my account, although I now see it once I have logged out. The rate is associated with Corporate/Group code 89935, which is another red flag for me.
To top it off, when she put me on hold to find out where to obtain the rate on Hyatt.com, she had me on hold for 15+ minutes! It should not take her that long to find a "public" rate! If their "Offers" are official rates used in this process, it shouldn't require me to go on a wild goose hunt to find it.
I know that Starwood doesn't require a BRG claim to be lower than their special packages and offers, such as Z3H and Z3R, so I find this to be an odd interpretation of the Hyatt BRG rules. This is rather disappointing.
To top it off, when she put me on hold to find out where to obtain the rate on Hyatt.com, she had me on hold for 15+ minutes! It should not take her that long to find a "public" rate! If their "Offers" are official rates used in this process, it shouldn't require me to go on a wild goose hunt to find it.
I know that Starwood doesn't require a BRG claim to be lower than their special packages and offers, such as Z3H and Z3R, so I find this to be an odd interpretation of the Hyatt BRG rules. This is rather disappointing.
Mar 3, 2014, 8:25 pm
#740
Join Date: Apr 2013
Programs: AA PLT, DL GM, Hyatt Diamond, SPG Gold
Posts: 241
Mar 10, 2014, 10:23 am
#741
Join Date: Oct 2009
Location: HAJ, Germany
Programs: BA GGL, FB PLAT, TK ELPL, HYATT GLOB, HILTON DIAM, IHG SPIRE EL
Posts: 40
Membership site clarification
[...]
At this time, any site that automatically creates a membership is an ineligible site. The site creates a membership, and requires signing in to review the booking or to create any new bookings. There are sites that will let you book as a guest, and those would still be eligible for a BRG.
[...]
Safe travels,
Dana Mowrey
Guest Relations Manager
At this time, any site that automatically creates a membership is an ineligible site. The site creates a membership, and requires signing in to review the booking or to create any new bookings. There are sites that will let you book as a guest, and those would still be eligible for a BRG.
[...]
Safe travels,
Dana Mowrey
Guest Relations Manager
I then wrote Hyatt some emails about the possible implications of openly going against their own terms & conditions. Here is their (positive) official reply:
---
"Dear XXX,
[...]
I have reviewed your email with my superiors and they have stated that we will not deny Best Rate Guarantees based on membership, if the membership is free of charge.
Any sites that require you to pay for a membership or that can not access the rates without said membership will still continue to be denied.
[...]
I hope this helps. If you have any further questions please feel free to contact me directly.
Best Regards,
YYY
Guest Services Specialist
900 Skyline Dr, STE 100, Marion IL 62959
United States
Ph: (800) 323-7249
Fax: (402) 593-5157"
---
Sometimes a step back is a step in the right direction, isn't it? ^
Mar 10, 2014, 12:07 pm
#742
Join Date: Jun 2013
Location: YVR
Programs: Marriott Gold
Posts: 952
I'm looking to book a hotel in Abu Dhabi, if my Etihad flight does not qualify for the free accommodations that they offer for stopovers. I will be there between Dec 6-9, and right now the current promotions are only until Sep 30 for Etihad.
Does Agoda.com work as a BRG site? Has anyone had trouble with them?
Also, could someone help me with getting a BRG for HK? Hotels in HK are quite expensive during that time of year and I would like to be able to save some money on booking there.
Does Agoda.com work as a BRG site? Has anyone had trouble with them?
Also, could someone help me with getting a BRG for HK? Hotels in HK are quite expensive during that time of year and I would like to be able to save some money on booking there.
Mar 10, 2014, 2:36 pm
#743
Ambassador: Alaska Airlines
Join Date: Jul 2009
Location: Seattle
Programs: AS MVP Gold
Posts: 2,732
Recently called the US reservations line because the local (German) reservations centre was closed and was confronted with this weird membership site practice regarding a hoteltravel.com claim. It was clearly impossible to explain for two different agents why and how this type of membership site that automatically creates a free membership after booking goes against Hyatt BRG t&c. I read the flyertalk thread only after this experience, btw.
I then wrote Hyatt some emails about the possible implications of openly going against their own terms & conditions. Here is their (positive) official reply:
---
"Dear XXX,
[...]
I have reviewed your email with my superiors and they have stated that we will not deny Best Rate Guarantees based on membership, if the membership is free of charge.
Any sites that require you to pay for a membership or that can not access the rates without said membership will still continue to be denied.
[...]
I hope this helps. If you have any further questions please feel free to contact me directly.
Best Regards,
YYY
Guest Services Specialist
900 Skyline Dr, STE 100, Marion IL 62959
United States
Ph: (800) 323-7249
Fax: (402) 593-5157"
---
Sometimes a step back is a step in the right direction, isn't it? ^
I then wrote Hyatt some emails about the possible implications of openly going against their own terms & conditions. Here is their (positive) official reply:
---
"Dear XXX,
[...]
I have reviewed your email with my superiors and they have stated that we will not deny Best Rate Guarantees based on membership, if the membership is free of charge.
Any sites that require you to pay for a membership or that can not access the rates without said membership will still continue to be denied.
[...]
I hope this helps. If you have any further questions please feel free to contact me directly.
Best Regards,
YYY
Guest Services Specialist
900 Skyline Dr, STE 100, Marion IL 62959
United States
Ph: (800) 323-7249
Fax: (402) 593-5157"
---
Sometimes a step back is a step in the right direction, isn't it? ^
Mar 10, 2014, 4:16 pm
#745
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Please keep my information, if you should have any issues.
Thanks,
Dana Mowrey
Guest Relations Manager
[email protected]
Mar 10, 2014, 6:33 pm
#746
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
Hello antonious66,
Please keep my information, if you should have any issues.
Thanks,
Dana Mowrey
Guest Relations Manager
[email protected]
Please keep my information, if you should have any issues.
Thanks,
Dana Mowrey
Guest Relations Manager
[email protected]
Mar 10, 2014, 8:34 pm
#747
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,432
Mar 10, 2014, 8:51 pm
#748
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,779
Recently called the US reservations line because the local (German) reservations centre was closed and was confronted with this weird membership site practice regarding a hoteltravel.com claim. It was clearly impossible to explain for two different agents why and how this type of membership site that automatically creates a free membership after booking goes against Hyatt BRG t&c. I read the flyertalk thread only after this experience, btw.
I then wrote Hyatt some emails about the possible implications of openly going against their own terms & conditions. Here is their (positive) official reply:
---
"Dear XXX,
[...]
I have reviewed your email with my superiors and they have stated that we will not deny Best Rate Guarantees based on membership, if the membership is free of charge.
Any sites that require you to pay for a membership or that can not access the rates without said membership will still continue to be denied.
[...]
I hope this helps. If you have any further questions please feel free to contact me directly.
Best Regards,
YYY
Guest Services Specialist
900 Skyline Dr, STE 100, Marion IL 62959
United States
Ph: (800) 323-7249
Fax: (402) 593-5157"
---
Sometimes a step back is a step in the right direction, isn't it? ^
I then wrote Hyatt some emails about the possible implications of openly going against their own terms & conditions. Here is their (positive) official reply:
---
"Dear XXX,
[...]
I have reviewed your email with my superiors and they have stated that we will not deny Best Rate Guarantees based on membership, if the membership is free of charge.
Any sites that require you to pay for a membership or that can not access the rates without said membership will still continue to be denied.
[...]
I hope this helps. If you have any further questions please feel free to contact me directly.
Best Regards,
YYY
Guest Services Specialist
900 Skyline Dr, STE 100, Marion IL 62959
United States
Ph: (800) 323-7249
Fax: (402) 593-5157"
---
Sometimes a step back is a step in the right direction, isn't it? ^
Mar 10, 2014, 11:54 pm
#749
Join Date: Jan 2008
Posts: 3,566
Hello antonious66,
Please keep my information, if you should have any issues.
Thanks,
Dana Mowrey
Guest Relations Manager
[email protected]
Please keep my information, if you should have any issues.
Thanks,
Dana Mowrey
Guest Relations Manager
[email protected]
Mar 11, 2014, 4:45 am
#750
Join Date: Oct 2009
Location: HAJ, Germany
Programs: BA GGL, FB PLAT, TK ELPL, HYATT GLOB, HILTON DIAM, IHG SPIRE EL
Posts: 40
Honestly, I can't imagine why Hyatt would want to risk going against their official statement that from now on, only those sites that require you to pay for a membership or that can not access the rates without said membership will still continue to be denied.
Can't blame them for trying to find other creative reasons to deny BRG claims though. As long as the denials are properly backed up by current program t&c that is of course perfectly fine with me.