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
Sep 18, 2017, 1:32 am
#2761
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Oct 19, 2017, 3:12 pm
#2762
Join Date: Dec 2015
Posts: 28
Accept: Grand Hyatt Erawan Bangkok
Last night this year before hitting 60 nights and get the annual cat 7 free night & confirmed suite upgrades
Grand Hyatt Erawan Bangkok
Late Dec 2017
Hyatt rate: 8550 THB
Prestigia rate: 198 USD
Modified rate: 6638 THB
Ironically Prestigia's price went down further after I got my approval to 160 USD or something. But given Hyatt's reputation for denying claims I won't risk... I doubt the agent saw my claimed number and just used that for my case...
Grand Hyatt Erawan Bangkok
Late Dec 2017
Hyatt rate: 8550 THB
Prestigia rate: 198 USD
Modified rate: 6638 THB
Ironically Prestigia's price went down further after I got my approval to 160 USD or something. But given Hyatt's reputation for denying claims I won't risk... I doubt the agent saw my claimed number and just used that for my case...
Oct 20, 2017, 9:36 pm
#2763
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,835
If the lowest rate available on Hyatt.com is 'Member Discount' which is flexible, and if I find a lower rate somewhere else, but which is non-refundable, am I eligible for BRG?
Sure I am not comparing two rates which are both non-refundable, but I am picking the lowest rate I can find on Hyatt.com nonetheless since there is nothing non-refundable available on Hyatt.com
Sure I am not comparing two rates which are both non-refundable, but I am picking the lowest rate I can find on Hyatt.com nonetheless since there is nothing non-refundable available on Hyatt.com
Oct 20, 2017, 9:53 pm
#2764
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
If the lowest rate available on Hyatt.com is 'Member Discount' which is flexible, and if I find a lower rate somewhere else, but which is non-refundable, am I eligible for BRG?
Sure I am not comparing two rates which are both non-refundable, but I am picking the lowest rate I can find on Hyatt.com nonetheless since there is nothing non-refundable available on Hyatt.com
Sure I am not comparing two rates which are both non-refundable, but I am picking the lowest rate I can find on Hyatt.com nonetheless since there is nothing non-refundable available on Hyatt.com
Hyatt insists on comparable rates for BRG purpose. You can only BRG flexible rates against flexible rates. That means BRG only works if you can find a flexible rate lower than Member Discount rate. This would have worked under SPG program.
Oct 26, 2017, 5:19 pm
#2765
Join Date: Jun 2015
Location: District of Columbia
Programs: SPG Plat, Hyatt Diamond, Hilton Diamond (SM), Asiana Diamond.
Posts: 45
So I got the code, and it seems like when I use the BRG credit code, the rate already has $50 off. Does this mean that I cannot file a BRG claim to the reservation made with BRG claim (i.e. no nested BRG)?
This greatly reduces the usability of the new BRG. My booking is almost always BRG'ed...
This greatly reduces the usability of the new BRG. My booking is almost always BRG'ed...
Nov 5, 2017, 6:59 am
#2766
Join Date: Sep 2015
Posts: 8
Hyatt BRG declined because third parties also offer extra?
We have been looking 4 nights stay at Hyatt Ziva Cancun, and found out expedia, Hotels, orbits all offer ~300 total lower rate than Hyatt website.
However, our BRG claimed was declined as Hyatt help desk is saying all those
third parties also offer $200 resort credit on top of lower rate...
We have done some google search and found many complains about Hyatt BRG
. Has anybody here have similar experience? Can someone offer any suggestion how to argue the case with Hyatt here? Hyatt response was copied below
Dear XYZ,
Thank you for your continued interest in our Best Rate Guarantee program. Your claim was invalidated because the competing rate includes a resort credit, an inclusion which is not offered with the Hyatt rate. For a Best Rate Guarantee to be considered the rates to be compared must be for room only, a rate without inclusions.
Warmest regards,
XYZ
Best Rate Guarantee Specialist
Hyatt Global Contact Center
E: [email protected]
However, our BRG claimed was declined as Hyatt help desk is saying all those
third parties also offer $200 resort credit on top of lower rate...
We have done some google search and found many complains about Hyatt BRG
. Has anybody here have similar experience? Can someone offer any suggestion how to argue the case with Hyatt here? Hyatt response was copied below
Dear XYZ,
Thank you for your continued interest in our Best Rate Guarantee program. Your claim was invalidated because the competing rate includes a resort credit, an inclusion which is not offered with the Hyatt rate. For a Best Rate Guarantee to be considered the rates to be compared must be for room only, a rate without inclusions.
Warmest regards,
XYZ
Best Rate Guarantee Specialist
Hyatt Global Contact Center
E: [email protected]
Nov 5, 2017, 7:11 am
#2767
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
We have been looking 4 nights stay at Hyatt Ziva Cancun, and found out expedia, Hotels, orbits all offer ~300 total lower rate than Hyatt website.
However, our BRG claimed was declined as Hyatt help desk is saying all those
third parties also offer $200 resort credit on top of lower rate........
However, our BRG claimed was declined as Hyatt help desk is saying all those
third parties also offer $200 resort credit on top of lower rate...
..... I have had similar claims rejected. Third party website had lower rate but also included breakfasts. Hyatt BRG claimed inclusion of breakfasts made rates non-comparable and denied it.
Last edited by TerryK; Nov 5, 2017 at 10:08 am
Nov 5, 2017, 7:34 am
#2768
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
So I got the code, and it seems like when I use the BRG credit code, the rate already has $50 off. Does this mean that I cannot file a BRG claim to the reservation made with BRG claim (i.e. no nested BRG)?
This greatly reduces the usability of the new BRG. My booking is almost always BRG'ed...
This greatly reduces the usability of the new BRG. My booking is almost always BRG'ed...
Nov 5, 2017, 11:33 am
#2769
Join Date: Sep 2015
Posts: 8
That's how Hyatt BRG operates. Both rates must have identical booking conditions and terms in order to compare. The two rates you mentioned are not comparable hence no comparison was done. It doesn't matter which rate is lower. The policy is very restrictive. I have had similar claims rejected. Third party website had lower rate but also included breakfasts. Hyatt BRG claimed inclusion of breakfasts made rates non-comparable and denied it.
I have had similar claims rejected. Third party website had lower rate but also included breakfasts. Hyatt BRG claimed inclusion of breakfasts made rates non-comparable and denied it.Terry, thanks for explaining and sharing.
Dec 26, 2017, 10:35 am
#2770
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Echoing comments above, I can't overemphasize how crappy this new program is. Just cleared a BRG for PH Zurich based on a hotels.com price that was about $50/night cheaper and the email from Hyatt explains that you do not get your $50 off coupon until you have completed your BRG'ed stay - something that is not made at all clear in any of Hyatt's marketing materials for this program. A close to worthless benefit IMO, and one that provides properties absolutely no incentive to actually match their prices to what 3d parties are offering.
There has not been a single day in 2017 that I've regretted moving the bulk of my business to Marriott/SPG.
There has not been a single day in 2017 that I've regretted moving the bulk of my business to Marriott/SPG.
Dec 26, 2017, 11:48 am
#2771
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Echoing comments above, I can't overemphasize how crappy this new program is. Just cleared a BRG for PH Zurich based on a hotels.com price that was about $50/night cheaper and the email from Hyatt explains that you do not get your $50 off coupon until you have completed your BRG'ed stay - something that is not made at all clear in any of Hyatt's marketing materials for this program. A close to worthless benefit IMO, and one that provides properties absolutely no incentive to actually match their prices to what 3d parties are offering.
There has not been a single day in 2017 that I've regretted moving the bulk of my business to Marriott/SPG.
There has not been a single day in 2017 that I've regretted moving the bulk of my business to Marriott/SPG.
https://www.hyatt.com/info/best-rate-guarantee
The challenge is having the property not treat you like dirt for claiming a BRG against them. This has happened twice now to me and leaves a bad taste in my mouth as a frequent guest.
Dec 26, 2017, 12:00 pm
#2772
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,042
Sure you only get the $50 on a future stay, but you get the lower price matched and you get the stay credit, points, etc. that we all know to be the real attractions of BRG - otherwise we'd just book with the OTA (or BRG to a different OTA) and not waste our time.
Dec 26, 2017, 3:38 pm
#2773
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
If this were a Marriott or SPG property I'd be getting the matched rate plus an additional 25% (Marriott) or 20% (SPG) off PH Zurich's $588 US nightly rate, rather than a lame $50 coupon good for use on some hypothetical future stay.
Speak for yourself. I'm not chasing Hyatt status or points. I'm just looking for a reasonable nightly rate that I can use with a TSU since Hyatt has ditched both My Elite Rate and the Costco discount. PH Zurich offers no discounted rates at all for my dates, not even AAA or a WoH Member discount.
Yeah this is my second Hyatt BRG claim ever, so forgive me for only now realizing how incredibly lame it is
I only looked at 3rd party options because PH Zurich is offering nothing but a "Standard Rate" for my dates. Probably in part because they feel absolutely no need to match 3rd party sites given how lame the Hyatt BRG is.
Yeah this is my second Hyatt BRG claim ever, so forgive me for only now realizing how incredibly lame it is
I only looked at 3rd party options because PH Zurich is offering nothing but a "Standard Rate" for my dates. Probably in part because they feel absolutely no need to match 3rd party sites given how lame the Hyatt BRG is.
Dec 27, 2017, 4:11 am
#2774
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,042
Speak for yourself. I'm not chasing Hyatt status or points. I'm just looking for a reasonable nightly rate that I can use with a TSU since Hyatt has ditched both My Elite Rate and the Costco discount. PH Zurich offers no discounted rates at all for my dates, not even AAA or a WoH Member discount.
You want a lower rate at the PH Zurich? Find an OTA that has a game-able Best Rate Guarantee policy and reduce your rate that way. Oh... but wait... you want the status benefits of booking directly.
You don't want to pay the cash rate? Book Points + Cash.
Listen, I know the Hyatt BRG is a joke and a very serious misrepresentation. But I would argue strongly that the day any major hotel chain announces that a BRG is no longer eligible for points, status, etc. is the day that these Flyertalk threads start drifting into irrelevance. (other than as a place to complain)
Dec 29, 2017, 6:11 am
#2775
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
I'm getting denied trying Amoma.
Dear Mr. XXXX,
Thank you for your interest in our Best Rate Guarantee program. After researching, we were unable to validate your submission per the Best Rate Guarantee Terms and Conditions regarding membership sites. In order for a claim to be considered, the competing rate must be publicly available and without the requirement of an account or membership.
In this instance, the requested site amoma.com, will allow the public to shop their site but they do require an account/membership to actually book with them. (They will automatically enroll guests during the booking process and guest are not allowed to opt out of the requirement.) This booking practice makes the site invalid for our program.
Please let us know if we may be of further assistance.
Warmest regards,
XXXX
Best Rate Guarantee Specialist
Hyatt Global Contact Center
E: [email protected]
Thank you for your interest in our Best Rate Guarantee program. After researching, we were unable to validate your submission per the Best Rate Guarantee Terms and Conditions regarding membership sites. In order for a claim to be considered, the competing rate must be publicly available and without the requirement of an account or membership.
In this instance, the requested site amoma.com, will allow the public to shop their site but they do require an account/membership to actually book with them. (They will automatically enroll guests during the booking process and guest are not allowed to opt out of the requirement.) This booking practice makes the site invalid for our program.
Please let us know if we may be of further assistance.
Warmest regards,
XXXX
Best Rate Guarantee Specialist
Hyatt Global Contact Center
E: [email protected]