Hyatt “Enhances” The Best Rate Guarantee (Fewer Competing Sites Qualify)

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Hyatt has been busy this year “enhancing” their Best Rate Guarantee-program. First it stopped accepting claims over the phone (read more here) and now the terms & conditions have changed to what sites qualify for comparison.

Hyatt Gold Passport Enhances Best Rate Guarantee Program'

Hyatt promises that their lowest rates are always (rarely in reality) available on Hyatt.com and promises to match lower rates found on other travel sites and further discount them by 20%.

You can access Hyatt’s Best Rate Guarantee-program here.

The old exclusions:

•    Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized. Examples of these types of sites include, but are not limited to, Priceline and Hotwire.
•    Web sites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etc. Examples of package websites include, but are not limited, to Site 59 and Delta Vacations.
•    Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities.
•    Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts.
•    Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Hyatt (or a Hyatt hotel) and a specified and limited group, and are not publicly available.
•    Hyatt Residence Club, Hyatt Vacation Club properties or any residential or extended stay apartment properties (e.g. The Galleria Residences in Dubai).

The new exclusion:

•    Reservations booked or claims submitted within 24 hours of arrival at the hotel.
•    Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized. Examples of these types of sites include, but are not limited to, Priceline and Hotwire.
•    Websites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etc. Examples of package websites include, but are not limited, to Site 59 and Delta Vacations.
•    Websites that require a membership regardless if the membership is free or not. Examples of these types of sites include but are not limited to, Hoteltravel.com, Olotels.com, and Onhotel.com.
•    Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities.
•    Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts.
•    Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Hyatt (or a Hyatt hotel) and a specified and limited group, and are not publicly available.
•    Hyatt Residence Club, Hyatt Vacation Club properties or any residential or extended stay apartment properties (e.g. The Galleria Residences in Dubai).

Conclusion

It is laughable that Hyatt claims to have lowest rates on Hyatt.com and, at the same time, makes the program terms and conditions ever longer why lower rates on other websites wouldn’t qualify.

Now they can deny your claim if the competing site merely requires you to register in order to process your claim. Also, seems that the Hyatt Best Rate Guarantee employees are bad at math because you cannot compare tax inclusive rates that many competing sites display to Hyatt.com ones.

The claim turnaround time with Hyatt has also increased. They promise to get back to you within 24 hours, but sometimes it can take couple of days.

Why even offer a Best Rate Guarantee program if you are not fully behind it?

Here are the new terms and conditions:

Hyatt guarantees that it provides the lowest online bookable rate for room reservations at Hyatt hotels available to the general public on the Internet, subject to the following terms and conditions:

If you find a publicly available and immediately bookable room-only rate on the Internet for a Hyatt hotel (“Competing Rate”) that is lower than the room rate available for the same reservation on http://www.hyatt.com (i.e., same hotel, same type of room, same number of guests, same dates of stay and same length of stay), then within 24 hours of booking the reservation on http://www.hyatt.com, please submit your claim request online via our online claim form.

If Hyatt confirms the availability of the Competing Rate on the Internet, subject to room availability at the applicable Hyatt hotel, Hyatt agrees to match the Competing Rate for the same reservation, plus discount an additional twenty percent (20%) off the room rate for the duration of the stay being so reserved. This guarantee does not apply to:

•    Reservations booked or claims submitted within 24 hours of arrival at the hotel.
•    Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized. Examples of these types of sites include, but are not limited to, Priceline and Hotwire.
•    Websites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etc. Examples of package websites include, but are not limited, to Site 59 and Delta Vacations.
•    Websites that require a membership regardless if the membership is free or not. Examples of these types of sites include but are not limited to, Hoteltravel.com, Olotels.com, and Onhotel.com.
•    Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities.
•    Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts.
•    Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Hyatt (or a Hyatt hotel) and a specified and limited group, and are not publicly available.
•    Hyatt Residence Club, Hyatt Vacation Club properties or any residential or extended stay apartment properties (e.g. The Galleria Residences in Dubai).

In the event that the Competing Rate is in a different currency from the Hyatt rate, Hyatt shall convert the Competing Rate into the same currency as the rate offered on the Hyatt website. If, after conversion to the same currency, a Competing Rate is less than one percent (1%) lower than the Hyatt rate, then such competing rate shall not qualify for the Best Rate Guarantee. Such deviations are often the result of fluctuations in currency exchange rates and other factors beyond Hyatt’s control.

This Guarantee applies only to the room rate for the duration of the reservation and does not apply to taxes, tariffs or fees imposed by a governmental authority (e.g., federal, state or local) or any gratuities, guest incidental charges, food and beverage charges, resort fees, and any other fees or charges that you may incur during your stay.

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

The number of Hyatt Gold Passport points awarded to you if you are a Hyatt Gold Passport member will be based on the room rate actually paid by you upon checkout.

Here are the old terms and conditions:

Hyatt guarantees that it provides the lowest online bookable rate for room reservations at Hyatt hotels available to the general public on the Internet, subject to the following terms and conditions:

If you find a publicly available and immediately bookable room-only rate on the Internet for a Hyatt hotel (“Competing Rate”) that is lower than the room rate available for the same reservation on http://www.hyatt.com (i.e., same hotel, same type of room, same number of guests, same dates of stay and same length of stay), then prior to or within 24 hours of booking the reservation on http://www.hyatt.com, please submit your claim request online via our online claim form.

If Hyatt confirms the availability of the Competing Rate on the Internet, subject to room availability at the applicable Hyatt hotel, Hyatt agrees to match the Competing Rate for the same reservation, plus discount an additional twenty percent (20%) off the room rate for the duration of the stay being so reserved. This guarantee does not apply to:

•    Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized. Examples of these types of sites include, but are not limited to, Priceline and Hotwire.
•    Web sites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etc. Examples of package websites include, but are not limited, to Site 59 and Delta Vacations.
•    Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities.
•    Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts.
•    Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Hyatt (or a Hyatt hotel) and a specified and limited group, and are not publicly available.
•    Hyatt Residence Club, Hyatt Vacation Club properties or any residential or extended stay apartment properties (e.g. The Galleria Residences in Dubai).

In the event that the Competing Rate is in a different currency from the Hyatt rate, Hyatt shall convert the Competing Rate into the same currency as the rate offered on the Hyatt website. If, after conversion to the same currency, a Competing Rate is less than one percent (1%) lower than the Hyatt rate, then such competing rate shall not qualify for the Best Rate Guarantee. Such deviations are often the result of fluctuations in currency exchange rates and other factors beyond Hyatt’s control.

This Guarantee applies only to the room rate for the duration of the reservation and does not apply to taxes, tariffs or fees imposed by a governmental authority (e.g., federal, state or local) or any gratuities, guest incidental charges, food and beverage charges, resort fees, and any other fees or charges that you may incur during your stay.

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

The number of Hyatt Gold Passport points awarded to you if you are a Hyatt Gold Passport member will be based on the room rate actually paid by you upon checkout.

This guarantee is subject to change or revocation at anytime.

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