What happens if you have a standard Best Available Rate reservation which you submitted a BRG claim for, but they don't modify the rate online, instead leaving it up to the hotel? I have an upcoming reservation next week at a Starwood property in the Northeast, and I am the type of person who enjoys getting good deals but gets a bit embarassed at asking for the money off - this really is a good deal I'm getting - and would like to avoid the show of dealing with the BRG with the front desk person.
If I simply don't show my BRG claim number at check-in and wait until after the stay to contact the BRG people, will my claim be denied? Alternatively, if I check-in and then go down later in the day with my claim, saying that I forgot to give it earlier, can they still adjust my rate without having to change my room, etc. to do another check-in?
Starwood Lurker
May 13, 05, 6:56 pm
What happens if you have a standard Best Available Rate reservation which you submitted a BRG claim for, but they don't modify the rate online, instead leaving it up to the hotel? I have an upcoming reservation next week at a Starwood property in the Northeast, and I am the type of person who enjoys getting good deals but gets a bit embarassed at asking for the money off - this really is a good deal I'm getting - and would like to avoid the show of dealing with the BRG with the front desk person.
If I simply don't show my BRG claim number at check-in and wait until after the stay to contact the BRG people, will my claim be denied? Alternatively, if I check-in and then go down later in the day with my claim, saying that I forgot to give it earlier, can they still adjust my rate without having to change my room, etc. to do another check-in?
You shouldn't have to tell the hotel anything in regard to your BRG claim. If you have lodged a successful BRG claim and Hotel Customer Service confirmed that it was legitimate, then the hotel will change the rate to reflect what you should be paying. If, for some reason, you arrive at the hotel and the rate is not changed to what Hotel Customer Service agreed it should be, then call Hotel Customer Service toll-free at 800-328-6242, reference your file number, and let them do the work on your behalf.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
guest.forum@starwoodhotels.com
UA1P
May 13, 05, 7:01 pm
You shouldn't have to tell the hotel anything in regard to your BRG claim. If you have lodged a successful BRG claim and Hotel Customer Service confirmed that it was legitimate, then the hotel will change the rate to reflect what you should be paying. If, for some reason, you arrive at the hotel and the rate is not changed to what Hotel Customer Service agreed it should be, then call Hotel Customer Service toll-free at 800-328-6242, reference your file number, and let them do the work on your behalf.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
guest.forum@starwoodhotels.com
Thank you, William, for such a prompt reply. I'm glad that you straightened things out. The BRG people in their e-mail said to give a print out of their e-mail referencing the file claim to the front desk at check-in. If the rate is not as it should be, are you suggesting that I call the number you gave once I get into the room, or after I have completed the stay?
Starwood Lurker
May 13, 05, 7:11 pm
Thank you, William, for such a prompt reply. I'm glad that you straightened things out. The BRG people in their e-mail said to give a print out of their e-mail referencing the file claim to the front desk at check-in. If the rate is not as it should be, are you suggesting that I call the number you gave once I get into the room, or after I have completed the stay?
I'm sure Hotel Customer Service is hoping that presenting a copy of their email will do the trick if the hotel didn't take care of it before you arrived. So, I would go with that first. But, if the situation proves the least bit contrary, please try calling Hotel Customer Service once you get to your room. If they are closed when this happens, you may have to get it addressed after the stay ends, but personally, I don't think it will go that far. The hotel should fix this before you arrive. If they don't, and you give them proof that they should have, and they still don't fix it, then Hotel Customer Service will fix it one way or another. ;)
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
guest.forum@starwoodhotels.com
bigjim
May 13, 05, 7:14 pm
Thank you, William, for such a prompt reply. I'm glad that you straightened things out. The BRG people in their e-mail said to give a print out of their e-mail referencing the file claim to the front desk at check-in.
While I haven't had extensive experiences, I have had a couple. I have always been told to print out the e-mail and give it to the check-in desk - it has never been taken care of at the hotel in advance. Generally, they have to get a supervisor to make the change.
UA1P
May 13, 05, 7:17 pm
That's exactly what I was looking for. Many thanks!
Starwood Lurker
May 13, 05, 7:20 pm
...it has never been taken care of at the hotel in advance. Generally, they have to get a supervisor to make the change.
Really? Back in the day, it was always done in advance. Maybe since they changed the lead-in time, they changed the process to account for it...
Regardless, always follow what Hotel Customer Service says to do. They know a lot more about the BRG than I do. ;)
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services