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 cant 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
Jun 18, 2014 | 10:50 am
#886
Join Date: Jan 2013
Location: Chicago
Posts: 470
I am new to Hyatt, so please forgive me if this has already been answered. I read and could not find a definite answer. What is the time line for BRG? I would expect around 24 hours. Is that correct? I submitted a claim yesterday around 5 p.m. and haven't heard anything. That is okay. I am just curious if there's a point at which I should resubmit.
Jun 18, 2014 | 11:09 am
#887
Join Date: Apr 2013
Programs: AA PLT, DL GM, Hyatt Diamond, SPG Gold
Posts: 242
I am new to Hyatt, so please forgive me if this has already been answered. I read and could not find a definite answer. What is the time line for BRG? I would expect around 24 hours. Is that correct? I submitted a claim yesterday around 5 p.m. and haven't heard anything. That is okay. I am just curious if there's a point at which I should resubmit.
"Simply fill out our online claim form, and a Hyatt.com representative will review your claim and respond with the status of your claim within 24 hours. Guarantee subject to complete Terms and Conditions." (http://www.hyatt.com/hyatt/specials/...ferId=40501986)
Jun 18, 2014 | 11:53 am
#888
Join Date: Jan 2013
Location: Chicago
Posts: 470
Really, you couldn't find a "definite answer"?
"Simply fill out our online claim form, and a Hyatt.com representative will review your claim and respond with the status of your claim within 24 hours. Guarantee subject to complete Terms and Conditions." (http://www.hyatt.com/hyatt/specials/...ferId=40501986)
"Simply fill out our online claim form, and a Hyatt.com representative will review your claim and respond with the status of your claim within 24 hours. Guarantee subject to complete Terms and Conditions." (http://www.hyatt.com/hyatt/specials/...ferId=40501986)
Thank you for your help. Have a nice day!
Jun 18, 2014 | 12:19 pm
#889
Join Date: Aug 2009
Location: IAH
Programs: SPG Platinum, Hyatt Diamond, IHG Gold Ambassador, Marriott Gold
Posts: 523
FYI, the rate I got was 33186 JPY/day (after discount) and it's not pre-paid. This is a pretty awesome deal, I suppose, since current rate for my dates is 53000 JPY/day ("Hyatt Daily Rate") and no discounted rates are available.
Jun 18, 2014 | 10:16 pm
#890
Join Date: Feb 2005
Location: So Cal
Programs: UA 1K/0.828MM, WN ALP, Hyatt Diamond, MR Gold, Hertz PC, National Exec, Avis PC,AA Gold
Posts: 5,665
Jun 18, 2014 | 10:50 pm
#891
Join Date: Aug 2009
Location: IAH
Programs: SPG Platinum, Hyatt Diamond, IHG Gold Ambassador, Marriott Gold
Posts: 523
It is worse than a waste of time. If the rate you would book on Hyatt.com is a non-refundable rate, you wouldn't want to book that in case the BRG doesn't go thru (i.e. gets denied) because you'd be stuck with the high rate. Unless you are saying you would just book whatever non-prepaid rate was available regardless of whether it will be the rate the BRG is compared against...in which case it is just a waste of time like you said
Jun 19, 2014 | 9:02 pm
#892
Join Date: Apr 2007
Programs: QF, AC, Hyatt, Hilton
Posts: 4,235
I submitted a claim earlier this week that was denied about 20 hours later. The agent claimed the room type could not be found on the competing website, despite the fact I provided a screenshot of it and, even after the denial, it was still visible.
So I contacted the BRG line and got a helpful agent who said she would review it if I could send through the screenshot. Apparently she did not have access to it. It's coming on 48 hours since I did that and no response.
So I contacted the BRG line and got a helpful agent who said she would review it if I could send through the screenshot. Apparently she did not have access to it. It's coming on 48 hours since I did that and no response.
Jun 20, 2014 | 3:56 am
#893
Join Date: Apr 2007
Programs: QF, AC, Hyatt, Hilton
Posts: 4,235
I submitted a claim earlier this week that was denied about 20 hours later. The agent claimed the room type could not be found on the competing website, despite the fact I provided a screenshot of it and, even after the denial, it was still visible.
So I contacted the BRG line and got a helpful agent who said she would review it if I could send through the screenshot. Apparently she did not have access to it. It's coming on 48 hours since I did that and no response.
So I contacted the BRG line and got a helpful agent who said she would review it if I could send through the screenshot. Apparently she did not have access to it. It's coming on 48 hours since I did that and no response.
Jun 22, 2014 | 12:07 pm
#894
Join Date: Oct 2002
Location: Houston
Programs: AA EXP; Hyatt Globalist; Marriott Lifetime Platinum, Hilton Diamond, UA 1.56MM (fmr UA1K)
Posts: 5,774
Get on the ball hyatt!! Underpromise and overdeliver...not the opposite.
Update: It took 28 hours and it was denied as 'gone'. Wait long enough and any rate will disappear. Good job Hyatt.
Last edited by Renard; Jun 23, 2014 at 6:56 am
Jun 24, 2014 | 8:04 pm
#899
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: 2,197
Thumbs down to Hyatt on this. I tried calling for a BRG for arrival on Thursday. While not technically 24 hours before, the phone agent refused to look at the claim. I tried to explain that the hotel hhas a 24 hour cancel policy and we'll be traveling for about 18 hours tomorrow evening until arrival and we'd like to make sure the hotel is taken care of before we depart.
Rude guy on the phone said that it had to be submitted online regardless or else wait until after midnight to call back. Seriously? It's 2 ours until midnight hotel time, and the agents know the approvals are running late. This is pitiful customer service.
ETA I waited the 2 hours and called back. I got the approval I needed and learned something too. Apparently the BRG line is now answered with reservations agents and you have to be put through to the BRG desk. They won't put you through unless you're asking for a claim review that arrives within 24 hours. I am VERY glad Hyatt will do this because it enables last minute BRG processing if need be. None of the other systems provide for this. I still don't like the new online form instead of a call because being in limbo is awful. But it's something I'm sure we'll get used to.
Rude guy on the phone said that it had to be submitted online regardless or else wait until after midnight to call back. Seriously? It's 2 ours until midnight hotel time, and the agents know the approvals are running late. This is pitiful customer service.
ETA I waited the 2 hours and called back. I got the approval I needed and learned something too. Apparently the BRG line is now answered with reservations agents and you have to be put through to the BRG desk. They won't put you through unless you're asking for a claim review that arrives within 24 hours. I am VERY glad Hyatt will do this because it enables last minute BRG processing if need be. None of the other systems provide for this. I still don't like the new online form instead of a call because being in limbo is awful. But it's something I'm sure we'll get used to.
Last edited by chicaloca453; Jun 26, 2014 at 12:52 pm
Jun 24, 2014 | 10:53 pm
#900
Join Date: Dec 2009
Location: MIA
Posts: 823
I just received this e-mail, after the 24 hour mark:
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and unfortunately I was unable to view your screenshot, can you please resend that within the next 24 hours.
Also the rate that you are looking at on the website must be in US dollars the currency of the hotel.
It is so tiring dealing with responses that do not follow the rules. The t&c talk about currency conversion for goodness sake! Does CS hope the uninformed will just give up? I sent my screen shot again. We'll see how many more hours this takes.
Thank you for your Best Rate Guarantee claim submission; I appreciate the opportunity to assist you!
I have reviewed your claim and unfortunately I was unable to view your screenshot, can you please resend that within the next 24 hours.
Also the rate that you are looking at on the website must be in US dollars the currency of the hotel.
It is so tiring dealing with responses that do not follow the rules. The t&c talk about currency conversion for goodness sake! Does CS hope the uninformed will just give up? I sent my screen shot again. We'll see how many more hours this takes.