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
May 7, 2015, 3:35 pm
#1636
Join Date: Mar 2012
Posts: 989
pdf wont open for hyatt
lately, i've been getting alot of these responses from hyatt service desk. That the rate could not be verified and the PDF wont open. Then I would double check thru kayak and find my rate again and its still there, but the service desk cant seem to find the rate... anyone know how to send the PDF so they can open it? thanks
May 7, 2015, 5:03 pm
#1637
Join Date: Jun 2003
Location: BKK, CDG, TLS
Programs: QR G, A3 G, EK G, IHG Amb, GHA Black, WOH LT something
Posts: 1,306
lately, i've been getting alot of these responses from hyatt service desk. That the rate could not be verified and the PDF wont open. Then I would double check thru kayak and find my rate again and its still there, but the service desk cant seem to find the rate... anyone know how to send the PDF so they can open it? thanks
May 7, 2015, 9:54 pm
#1638
Join Date: Apr 2007
Programs: QF, VA, AC, Hyatt, Marriott
Posts: 3,778
After not hearing back within the 24 hour timeframe I phoned to follow up. After several minutes on hold the agent said he could find no record of the claim being submitted and asked me to submit it again. I told him that the stay was now within 24 hours and he said, verbatim, "We are under no obligation to work it [a claim] when it's within 24 hours".
May 8, 2015, 5:54 am
#1640
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
May 8, 2015, 8:16 am
#1641
Suspended
Join Date: Jan 2007
Programs: AA EXP,MR PP,Hyatt Diam, SPG Plat,PC Plat, HH Gold, National EE
Posts: 791
Nothing new there. Same stupid policy for months now. Same reason I got denied for otel.com. When I asked the rep if that made sense to her, she said "I have been doing this a long time so I understand why it makes sense but for someone who's not doing this regularly I can see why it doesn't make sense". Hahahahahaha. I have probably been doing brgs before she started working for Hyatt. I would venture to say that the majority of us on ft understand the brgs and otas... better than the majority of the brg specialists. On many many occasions I have claims denied and then pushed backed and had a supervisor agree with me- sometimes the specialists are lazy but most of the time they are just clueless. Anyway, this policy of being a membership site for otas like hoteltravel and otel.com is the sake of having a policy for policy's sake. There is no rhyme or reason in the world of rational human beings where this makes any sense- any person under the sun could book on these sites they are not exclusive at all, no one is even asking to join any sort of membership it is being pushed on them unliaterally because they want to book a room. It's a loophole that makes no sense at all.
May 10, 2015, 12:28 am
#1642
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
I know the point of these programs is to locate lower rates so they can keep an eye on them, but it seems Hyatt will in many cases leave a rate alone on an OTA after a claim. Amoma had the Waikiki Hyatt up for weeks after my successful claim late last year. Hyatt obviously knew about it, but they didn't go off in a rage on them to get it changed to match the Hyatt site. This seems to be SOP for Marriott.
To me, Hyatt would do a lot better as a brand if they modeled their BRG after Starwood. Offer a match and points or a discount. Many of us would take the points. But they'd need to open the program up like SPG does in order for it to work. It seems to me like it would be a win/win if they offered match and points because the rate would still be 20% more than if they offered the discount which would make the GM's happy, and the clients would receive points to bank for future stays thus making them happy.
May 10, 2015, 6:32 am
#1643
Suspended
Join Date: Jan 2007
Programs: AA EXP,MR PP,Hyatt Diam, SPG Plat,PC Plat, HH Gold, National EE
Posts: 791
Agreed that Marriott is good, but it's not as good as it once was. The new CFO seems to be pushing hotels to wipe the competing site as quickly as a LNF is approved. I had a hotel tell me they have people specifically looking at OTA's to prevent LNF's, and that same hotel has given worse upgrades to Plats on LNF rates than those paying full price.
Right now I just want hyatt to approve the claims that are reasonable like spg and Marriott, and believe it or not even hilton most of the time (I have had over 20 hilton brgs approved in the past few months) and Best Western (though sometimes there's some pushback but that's mostly due to agents lack of understanding of their own rules and I have always been successful with the supervisors when I have had claims that clearly should qualify), and even choice is pretty good. Ihg is very hit or miss, but they are offering more. If this was 4 years ago I would add club carlson but sometime over the last few years there has been a major switch and they deny just about everything, very often within their own rules but the rules are just so ludicrous (everything- room description, breakfast, checkout time have to match exactly and even if the ota is better you get denied) tgat the system is set to deny just about everything- the way hilton was a few years ago. I hardly ever even try ihg or club carlson but I brg the hell out of Marriott, spg, best western and hilton- resulting in an over 80% success rate. With hyatt I woild say that my success rate is about 70% but that's because I hardly ever file a claim that isn't black and white from one of the few otas that always qualify and evn then there is pushback and I need to call in to get approved. Used to be a billion times better up until a year ago.
May 11, 2015, 6:20 am
#1644
Join Date: Nov 2010
Location: Planet Earth
Programs: | *G | STE | HGP ♦ | SPG Au | MR Au
Posts: 3,772
Hyatt Gold Passport Concierge:
There seems to be a problems attaching images to Hyatt's BRG claim form.
I have submitted 3-4 claims since last year and agents seem to always ask me to e-mail them the screenshot.
Would appreciate if you could look into and rectify the matter.
Thank you.
There seems to be a problems attaching images to Hyatt's BRG claim form.
I have submitted 3-4 claims since last year and agents seem to always ask me to e-mail them the screenshot.
Would appreciate if you could look into and rectify the matter.
Thank you.
Last edited by DHalltheway; May 11, 2015 at 6:27 am
May 11, 2015, 7:59 am
#1645
Join Date: Mar 2012
Posts: 989
Hyatt Gold Passport Concierge:
There seems to be a problems attaching images to Hyatt's BRG claim form.
I have submitted 3-4 claims since last year and agents seem to always ask me to e-mail them the screenshot.
Would appreciate if you could look into and rectify the matter.
Thank you.
There seems to be a problems attaching images to Hyatt's BRG claim form.
I have submitted 3-4 claims since last year and agents seem to always ask me to e-mail them the screenshot.
Would appreciate if you could look into and rectify the matter.
Thank you.
May 11, 2015, 8:05 am
#1646
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,474
Hyatt Gold Passport Concierge:
There seems to be a problems attaching images to Hyatt's BRG claim form.
I have submitted 3-4 claims since last year and agents seem to always ask me to e-mail them the screenshot.
Would appreciate if you could look into and rectify the matter.
Thank you.
There seems to be a problems attaching images to Hyatt's BRG claim form.
I have submitted 3-4 claims since last year and agents seem to always ask me to e-mail them the screenshot.
Would appreciate if you could look into and rectify the matter.
Thank you.
Virus can be embedded in PDFs and some corporate system blocks them. I am not sure if Hyatt will change system security policy due to BRG claims. You are better off converting PDFs to JPGs.
May 11, 2015, 8:30 am
#1647
Join Date: Nov 2010
Location: Planet Earth
Programs: | *G | STE | HGP ♦ | SPG Au | MR Au
Posts: 3,772
May 11, 2015, 8:37 am
#1648
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,474
May 17, 2015, 11:35 am
#1649
Join Date: Aug 2013
Location: EHAM / 52°18'29"N 004°45'51"E
Programs: Marriott Bonvoy Titanium, Flying Blue Platinum For Life
Posts: 209
Had two BRG claims approved today, both for lower Amoma.com rates. The second claim was matched to the Amoma price but not reduced by another 20%. The Hyatt Concierge on Twitter fixed it however within the hour. IMHO their Twitter team is the best compared to all other hotel competitors ^
May 17, 2015, 6:18 pm
#1650
Join Date: Aug 2013
Programs: AA EXP, Hyatt Diamond
Posts: 273
Had two BRG claims approved today, both for lower Amoma.com rates. The second claim was matched to the Amoma price but not reduced by another 20%. The Hyatt Concierge on Twitter fixed it however within the hour. IMHO their Twitter team is the best compared to all other hotel competitors ^
Points+Cash availability looks non-existent at overseas hotels and oddly the OTA's frequently have standard rooms available while Hyatt does not so I am forced to BRG the higher type room..this also prevents actual award availability.
This has gone greatly downhill since a year ago.
