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
Jul 13, 2014, 12:55 pm
#946
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Good Afternoon 3rdworldresident,
Someone within our Guest Relations department will be in touch.
Warm regards,
Evan V
Someone within our Guest Relations department will be in touch.
Warm regards,
Evan V
they replied
"Good Evening 3rdworldresident,
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and determined that, based on galahotel.com is a membership site, this reservation is not eligible for our Best Rate Guarantee. If you have reserved a reservation, the booking is still confirmed at the original rates held. Should you like to make any changes or cancellations, please contact our Hyatt Reservations Office at 800 233 1234 (from within the US and Canada).
To view a list of contact numbers available in other countries please visit:
http://www.hyatt.com/hyatt/customer-service/numbers.jsp
Please let us know if we may be of further assistance!
Best Regards,
Joanna Ziegler
Best Rate Guarantee Specialist"
I did tell them that galahotels.com is a free membership website. Anyone can see the competing rate without logging in.
It helps nothing.
For me, compare to spg, hyatt brg department is unacceptable.
may i request email address of Dana Mowrey please? I need her help.
"Good Evening 3rdworldresident,
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and determined that, based on galahotel.com is a membership site, this reservation is not eligible for our Best Rate Guarantee. If you have reserved a reservation, the booking is still confirmed at the original rates held. Should you like to make any changes or cancellations, please contact our Hyatt Reservations Office at 800 233 1234 (from within the US and Canada).
To view a list of contact numbers available in other countries please visit:
http://www.hyatt.com/hyatt/customer-service/numbers.jsp
Please let us know if we may be of further assistance!
Best Regards,
Joanna Ziegler
Best Rate Guarantee Specialist"
I did tell them that galahotels.com is a free membership website. Anyone can see the competing rate without logging in.
It helps nothing.
For me, compare to spg, hyatt brg department is unacceptable.
may i request email address of Dana Mowrey please? I need her help.
Jul 14, 2014, 2:30 pm
#950
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
Jul 14, 2014, 3:00 pm
#951
Join Date: Jun 2013
Location: YVR
Programs: Marriott Gold
Posts: 952
I submitted a new one and she handled it within 30 minutes of receiving it. Thank you Hyatt GP! ^
However, it is unfortunate that the system seems to mishandle some BRG requests, and still needs user intervention through another point of contact to push it through.
Jul 14, 2014, 3:14 pm
#952
Suspended
Join Date: Dec 2006
Location: USA
Programs: All major programs
Posts: 1,403
Jul 14, 2014, 3:26 pm
#953
Join Date: Jun 2013
Location: YVR
Programs: Marriott Gold
Posts: 952
Give it 48 hours and then call them is my usual rule in the new system.
Jul 14, 2014, 3:31 pm
#954
Suspended
Join Date: Dec 2006
Location: USA
Programs: All major programs
Posts: 1,403
I never received a confirmation email on my BRG's through this new system, which is unfortunate. The only time I receive an email is when the reservation is changed by the agent to reflect the BRG, or to be denied the BRG.
Give it 48 hours and then call them is my usual rule in the new system.
Give it 48 hours and then call them is my usual rule in the new system.
Last edited by gv111; Jul 14, 2014 at 3:38 pm
Jul 14, 2014, 8:20 pm
#955
Join Date: Sep 2009
Location: DXB / WAW
Programs: Skywards Gold
Posts: 726
I have never got one too and it is also harder to track how long it took them to approve BRG. They should indeed introduce initial BRG confirmation email.
Jul 15, 2014, 1:58 am
#956
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,783
Some sort of confirmation that a BRG has been submitted would certainly improve the current system. Additionally, I've had replies from Gold Passport addressing a BRG claim - but providing no discerning information as to which hotel or dates are being referred to. It's very poor. Then, when you call to discuss what hotel is being addressed, the agent has difficulty locating the claim in the first place. A simple 'Your BRG claim has been received. The claim number is x" and then referencing that claim number in correspondence would be a big help.
Jul 15, 2014, 1:38 pm
#957
Join Date: Feb 2010
Location: Washington, DC
Programs: Marriott Titanium, Hilton Diamond, AA Plat
Posts: 128
Grand Hyatt Taipei September 3-6, price on Hyatt website: $324, price on GetARoom.com, $262 (price isn't there anymore, sadly), new price with BRG, $218.
Am starting the diamond challenge in late July, I hope, so perhaps a good place to use a suite upgrade?
Am starting the diamond challenge in late July, I hope, so perhaps a good place to use a suite upgrade?
Jul 17, 2014, 9:32 am
#958
Join Date: Jul 2014
Posts: 3
I just wanted to detail my experience, in the hope that it was save others some hassle as this forum has certainly helped me.
First I submitted my online claim, I wanted to do this before booking just in case it wasn't approved. It took about 21 hours for them to get back to me. In their email it said they had approved my claim and that I had to make a booking with hyatt directly, then contact them (BRG place) within the next 24 hours.
So I made a booking on Hyatt's website, and responded by email as the BRG place is in America (I live in Australia so call costs are high). I never got a reply, so I called within the 24 hrs. It took 30 minutes (mostly on hold) but they gladly gave me the discounted rate and sent a confirmation email with the new rate. They said that it would've been too soon for the original rate to be charged to my card and so only the discounted rate would be charged.
Of course this wasn't the case, it took three phone calls to the grand hyatt in melbourne and two people telling me they would call back but never did to sort it out. This was after telling me that as I had booked a prepaid, no cancelation, advanced rate that I had to pay the original rate (despite acknowledging that the discounted rate was on the reservation), one person even tried to tell me that the difference was to be spent during my stay!
The assistant manager even tried to tell me that it was prepaid so they couldn't do anything blah blah blah
But can you believe his story quickly changed when I read him the terms and conditions of their own policy:
"If you have already booked a prepaid stay on Hyatt.com, and find a Competing Rate that meets these terms and conditions set forth here, then Hyatt will refund the full amount originally charged to your credit card for the rate booked on Hyatt.com and charge your credit card for the full stay based on the new rate."
Bam and difference was refunded!
Oh my goodness. If the stay is anything like the customer service I received, then I definitely should've gone with another hotel! It's hard to convince myself it was worth the fuss!
My suggestion is once you have the claim approval, make a booking with the BRG place over the phone or book the higher priced daily rate that is refundable if cancelled (I never wanted to cancel my booking mr hyatt!).
I would say submit a new claim after you've booked, but my rate went up in the meantime so this wasn't an option (it wasn't a problem that the rate rose after approval).
First I submitted my online claim, I wanted to do this before booking just in case it wasn't approved. It took about 21 hours for them to get back to me. In their email it said they had approved my claim and that I had to make a booking with hyatt directly, then contact them (BRG place) within the next 24 hours.
So I made a booking on Hyatt's website, and responded by email as the BRG place is in America (I live in Australia so call costs are high). I never got a reply, so I called within the 24 hrs. It took 30 minutes (mostly on hold) but they gladly gave me the discounted rate and sent a confirmation email with the new rate. They said that it would've been too soon for the original rate to be charged to my card and so only the discounted rate would be charged.
Of course this wasn't the case, it took three phone calls to the grand hyatt in melbourne and two people telling me they would call back but never did to sort it out. This was after telling me that as I had booked a prepaid, no cancelation, advanced rate that I had to pay the original rate (despite acknowledging that the discounted rate was on the reservation), one person even tried to tell me that the difference was to be spent during my stay!
The assistant manager even tried to tell me that it was prepaid so they couldn't do anything blah blah blah
But can you believe his story quickly changed when I read him the terms and conditions of their own policy:
"If you have already booked a prepaid stay on Hyatt.com, and find a Competing Rate that meets these terms and conditions set forth here, then Hyatt will refund the full amount originally charged to your credit card for the rate booked on Hyatt.com and charge your credit card for the full stay based on the new rate."
Bam and difference was refunded!
Oh my goodness. If the stay is anything like the customer service I received, then I definitely should've gone with another hotel! It's hard to convince myself it was worth the fuss!
My suggestion is once you have the claim approval, make a booking with the BRG place over the phone or book the higher priced daily rate that is refundable if cancelled (I never wanted to cancel my booking mr hyatt!).
I would say submit a new claim after you've booked, but my rate went up in the meantime so this wasn't an option (it wasn't a problem that the rate rose after approval).