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What is the Best Rate Guarantee (BRG ?)
If a lower rate at a Starwood Hotel is made available on a non-Starwood website or non-Starwood mobile application, upon its receipt of a claim that satisfies these Best Rate Guarantee terms and conditions, Starwood will honor that Competing Rate and provide the individual that submitted the valid claim one of the following rewards: (1) an additional 20% discount off the Competing Rate per room per night (up to a maximum of three rooms); or (2) 2,000 Starwood Preferred Guest® Starpoints® per room per stay (up to a maximum of three rooms).
BRG Wiki on Flyertalk
• You cannot BRG against a rate on a Starwood Website/App (hot escapes, promos, Gov. Rate etc.). It has to be a 3rd party website/App.
• Cancellation policy has no bearing on a BRG claim with one exception if the rate difference is within 1%.
"Starwood may deny claims where the difference between the Competing Rate and the rate on the Starwood Website is less than one percent; provided that Starwood will not use the fact that the difference between the Competing Rate and the rate on the Starwood Website is less than one percent to deny such claims if the cancellation policy for the Competing Rate is more favorable to the guest than the cancellation policy for the rate on the Starwood Website."
• A valid Starwood website reservation is required to submit a BRG
• If a room category is available on an external website but not on Starwood, you may still make a claim. You still need to make a booking with Starwood using any other category of room - if your claim is approved the room type in the booking will be modified to match the room type you are claiming for
• Only one claim may be submitted per reservation number (If your first claim is denied, you may submit a new claim for that reservation if you find another lower rate after you receive the denial email)
• Make sure to book a flexible rate on SPG.com. This will allow you to then cancel this booking if you find a lower Starwood rate later (like the hot escapes etc.) or if your travel plans change.
• You can BRG with a flexible rate against a prepaid rate. In other words, if expedia is offering a room for $100 prepaid, and spg.com shows a prepaid room for $150 or a flexible room for $200, you can book the FLEXIBLE spg.com rate and BRG it against the PREPAID $100 expedia rate. And you will receive the flexible cancel terms if the BRG is approved.
• If your comparable rate includes extras like breakfast or parking, make sure there is a room available on spg.com that includes the exact amenities. If there is the same room type with the same amenities on SPG.com, they will compare and if lower on third party, the claim may be approved for the room type and with the amenities. If there is the same room type available but no/different amenities offered, the claim may still be approved, but the rate will be room only.
• Room types must be the same for a BRG.
• If you have an approved and finalized claim and you find an even cheaper rate later, then you may submit a new BRG claim that is not connected to any existing reservation. If this BRG claim is approved, you will need to make a new flexible reservation on SPG.com. Once the process is completed, you will then email the BRG desk to cancel your first reservation, if it is within the cancellation deadline.
• If you find availability for the room type you want on a third party website/app but there is no availability for that room type or no availability for any room type on the Starwood Website, then this may be an approved claim if it meets all other terms and conditions. You will need to make sure that you specify the room type you actually want on the Starwood Website section and enter 0 in the rate and currency. This will ensure that the processing associates know that the room type you want is not available on the Starwood Website. You may also add additional comments near the end of the claim form indicating that there is no availability on the Starwood Website to help clarify.
• Per the FAQ, "Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368." A human is available at this number beginning at 9am EST.
OTAs not eligible because they do not confirm instantly:
Special Conditions for BRG & Design Hotels
Differing currencies
• "The Best Rate Guarantee department will approve a claim if there is a difference of 2.5% or greater where the currencies are different or a difference of 1% or greater if the currencies are the same."
Link to T&C
https://www.starwoodhotels.com/bestrate/terms.html
Practicalities During/After Stay
• Reconfirm your rate at check-in; normally the hotel will have the correct BRG rate in your reservation, but sometimes you will need to remind them.
• If you choose points, they will be credited after the stay; check in one week to see if they have posted. If not contact the BRG office to arrange to have them posted.
How to add a SNA to a BRG reservation
• Log into your SPG account
• Click on your stays to view our your current reservation
• Look for your BRG reservation and click on "send confirmation" link for the BRG reservation
• reload the page and you should be able to now select "apply SNA to this stay" link
POSTING FORMAT
Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Company Room Provider:
Other Company Room Provider:
Competing rate:
Comments:
Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
What is the Best Rate Guarantee (BRG ?)
If a lower rate at a Starwood Hotel is made available on a non-Starwood website or non-Starwood mobile application, upon its receipt of a claim that satisfies these Best Rate Guarantee terms and conditions, Starwood will honor that Competing Rate and provide the individual that submitted the valid claim one of the following rewards: (1) an additional 20% discount off the Competing Rate per room per night (up to a maximum of three rooms); or (2) 2,000 Starwood Preferred Guest® Starpoints® per room per stay (up to a maximum of three rooms).
BRG Wiki on Flyertalk
• You cannot BRG against a rate on a Starwood Website/App (hot escapes, promos, Gov. Rate etc.). It has to be a 3rd party website/App.
• Cancellation policy has no bearing on a BRG claim with one exception if the rate difference is within 1%.
"Starwood may deny claims where the difference between the Competing Rate and the rate on the Starwood Website is less than one percent; provided that Starwood will not use the fact that the difference between the Competing Rate and the rate on the Starwood Website is less than one percent to deny such claims if the cancellation policy for the Competing Rate is more favorable to the guest than the cancellation policy for the rate on the Starwood Website."
• A valid Starwood website reservation is required to submit a BRG
• If a room category is available on an external website but not on Starwood, you may still make a claim. You still need to make a booking with Starwood using any other category of room - if your claim is approved the room type in the booking will be modified to match the room type you are claiming for
• Only one claim may be submitted per reservation number (If your first claim is denied, you may submit a new claim for that reservation if you find another lower rate after you receive the denial email)
• Make sure to book a flexible rate on SPG.com. This will allow you to then cancel this booking if you find a lower Starwood rate later (like the hot escapes etc.) or if your travel plans change.
• You can BRG with a flexible rate against a prepaid rate. In other words, if expedia is offering a room for $100 prepaid, and spg.com shows a prepaid room for $150 or a flexible room for $200, you can book the FLEXIBLE spg.com rate and BRG it against the PREPAID $100 expedia rate. And you will receive the flexible cancel terms if the BRG is approved.
• If your comparable rate includes extras like breakfast or parking, make sure there is a room available on spg.com that includes the exact amenities. If there is the same room type with the same amenities on SPG.com, they will compare and if lower on third party, the claim may be approved for the room type and with the amenities. If there is the same room type available but no/different amenities offered, the claim may still be approved, but the rate will be room only.
• Room types must be the same for a BRG.
• If you have an approved and finalized claim and you find an even cheaper rate later, then you may submit a new BRG claim that is not connected to any existing reservation. If this BRG claim is approved, you will need to make a new flexible reservation on SPG.com. Once the process is completed, you will then email the BRG desk to cancel your first reservation, if it is within the cancellation deadline.
• If you find availability for the room type you want on a third party website/app but there is no availability for that room type or no availability for any room type on the Starwood Website, then this may be an approved claim if it meets all other terms and conditions. You will need to make sure that you specify the room type you actually want on the Starwood Website section and enter 0 in the rate and currency. This will ensure that the processing associates know that the room type you want is not available on the Starwood Website. You may also add additional comments near the end of the claim form indicating that there is no availability on the Starwood Website to help clarify.
• Per the FAQ, "Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368." A human is available at this number beginning at 9am EST.
OTAs not eligible because they do not confirm instantly:
- AsiaWeb
- Cancelon
- Ctrip
- Elvoline
- HappyRooms
- Hoteling
- HotelsClick (Some rates on request, some instant)
- Ostrovok
- Roomertravel
- Laterooms (according to BRG team 24 Oct 2016)
Special Conditions for BRG & Design Hotels
- You may only claim against the absolute lowest rate on SPG.com, for the date(s) in question.
- The rate must be the lowest on sale on SPG.com, and is regardless of the type of room you actually want, the number of occupants, cancellation policy and the amenities provided. In all likelihood this will mean you have to use a rate for a standard room, for 1 person, non-refundable and without any amenities.
- It is not necessary for the rate on the external website to match the SPG.com rate in any way including room type and number of occupants. The only requirement for a successful BRG claim is that the rate be lower than the lowest rate on SPG.com for the date(s) in question.
- As with normal BRG claims, you need to make a booking before submitting a claim. Since this will likely be a non-refundable booking, note that you are responsible for any and all charges including cancellation charges, even if the claim is not approved.
- Amenities that are included in the external website's rate but which are not included in the Starwood rate may or may not be provided.
- You will retain the category of room booked on SPG.com, even if the external website rate submitted for the claim refers to a different category of room. This is especially pertinent in situations where the hotel continues to sell lower categories of rooms on other websites, while not making them available on SPG.com. You will then be able to book a higher category of room on SPG.com, BRG the lower rate, and retain the higher category of room while paying the lower rate.
- The BRG will be processed for a single occupant, even if the rate does not change for more than one occupant. Your initial booking should also be only for one occupant. If you require a room for more than one, indicate this in the comments section. The BRG team will verify if additional charges are required for more than one occupant and the rate will be modified accordingly.
Differing currencies
• "The Best Rate Guarantee department will approve a claim if there is a difference of 2.5% or greater where the currencies are different or a difference of 1% or greater if the currencies are the same."
Link to T&C
https://www.starwoodhotels.com/bestrate/terms.html
Practicalities During/After Stay
• Reconfirm your rate at check-in; normally the hotel will have the correct BRG rate in your reservation, but sometimes you will need to remind them.
• If you choose points, they will be credited after the stay; check in one week to see if they have posted. If not contact the BRG office to arrange to have them posted.
How to add a SNA to a BRG reservation
• Log into your SPG account
• Click on your stays to view our your current reservation
• Look for your BRG reservation and click on "send confirmation" link for the BRG reservation
• reload the page and you should be able to now select "apply SNA to this stay" link
POSTING FORMAT
Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Company Room Provider:
Other Company Room Provider:
Competing rate:
Comments:
Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
SPG Best Rate Guarantee (BRG) 2016 : Success, failure & discussion thread
#991
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,273
#992
Moderator: British Airways Executive Club, Marriott Bonvoy
Original Poster
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,042
Added to the thread wiki, for future reference :
Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
#993
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
Having a frustrating time with a BRG claim. First attempt I was rejected because they could not find the competing rate even though it was galahotels and I had no trouble bringing it up. So cancelled and resubmitted the next day with galahotels and SPG having the same rates as the day before.
This time I was rejected as they claimed their rates were lower. It was 4164 thai baht excluding taxes and service charges which on the booking site converts to 4902 baht. Galahotels was 122.8 euro total price which = 4713 +/- exchange differences.
I work that out as 4% cheaper! I guess I will need to resubmit it a few more times to get someone who can do the maths.
This time I was rejected as they claimed their rates were lower. It was 4164 thai baht excluding taxes and service charges which on the booking site converts to 4902 baht. Galahotels was 122.8 euro total price which = 4713 +/- exchange differences.
I work that out as 4% cheaper! I guess I will need to resubmit it a few more times to get someone who can do the maths.
#994
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
Next iteration is they claim the rate was exclusive of fees and taxes yet I get the same price again and it is inclusive.
#995
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,524
New rules
While processing this claim, I noticed that you have had other claims approved. Please be advised that BRG rewards are only granted for approved claims (one BRG reward per stay) once the stay has been completed as approved and when stays are not within seven days of arrival in either the same city or hotel. Any stays within seven days of each other are considered part of the same stay and will not earn a BRG reward and any BRG rewards posted or granted in error will be removed without notification.”
I understand that they don't want you collecting 2000 points multiple times. But what difference does it make if I submit 1 claim for 6 nights at 20%, or 3 claims for 2 nights each at 20% off?
Agent said she would review with her supervisor next week but she understood these were the new rules.
So in summary, I got 20% off on the first claim, and on claims 2 and 3, they are matching the price, but not giving me 20% off.
#996
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
I submitted 3 claims for 3 consecutive stays of 2 days each, requesting 20% off for all claims. I've done this hundreds of times (usually 1 day per reservation to maintain flexibility). I called the BRG office and was told that this rule was always in effect, but was just never enforced.
I understand that they don't want you collecting 2000 points multiple times. But what difference does it make if I submit 1 claim for 6 nights at 20%, or 3 claims for 2 nights each at 20% off?
Agent said she would review with her supervisor next week but she understood these were the new rules.
So in summary, I got 20% off on the first claim, and on claims 2 and 3, they are matching the price, but not giving me 20% off.
I understand that they don't want you collecting 2000 points multiple times. But what difference does it make if I submit 1 claim for 6 nights at 20%, or 3 claims for 2 nights each at 20% off?
Agent said she would review with her supervisor next week but she understood these were the new rules.
So in summary, I got 20% off on the first claim, and on claims 2 and 3, they are matching the price, but not giving me 20% off.
I agree it is a nuisance if you are not sure how long you want to stay or want to stay in different areas of the city they will not give the discount.
#997
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
I understand the one BRG approval per stay, I had the same issue when I had a BRG for 3 nights at a property and due to a schedule change, I wanted an additional night. I found a BRG for the 4th night but was not allowed to due to the one BRG per say. What I would have had to do, was to submit a BRG claim for 4 days and once that was approved, cancel the 3 night BRG.
Anyway, with respect to the same city / hotel rule within 7 days ... that's
I mean I could be spending 2 nights in Bangkok, go to Singapore for the 3rd night, Hong Kong the 4th, back to Bangkok for 5th, then back to Hong Kong for the 6th night and my Bangkok and Hong Kong 2nd visit won't be eligible for BRG eligibility
Anyway, with respect to the same city / hotel rule within 7 days ... that's
I mean I could be spending 2 nights in Bangkok, go to Singapore for the 3rd night, Hong Kong the 4th, back to Bangkok for 5th, then back to Hong Kong for the 6th night and my Bangkok and Hong Kong 2nd visit won't be eligible for BRG eligibility
#998
Join Date: Mar 2014
Location: Leicestershire / Dubai
Programs: BA Silver, Marriott Bonvoy Titanium Elite & Lifetime Gold, Heathrow Rewards Premium, Tesco Clubcard
Posts: 663
BRG claim against TravelTrolley.co.uk because apparently they do not give an instant confirmation, though there is no suggestion of this on their T&Cs etc
#999
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,487
Best Rate Guarantee - Terms and Conditions
..............
The Best Rate Guarantee does not apply to:
..............
Rates offered on on-request websites and mobile applications that do not provide immediate hotel confirmations, including, without limitation, any such websites or mobile applications that require five minutes or more to validate a reservation (e.g., Asiaweb and Ctrip);
..............
The Best Rate Guarantee does not apply to:
..............
Rates offered on on-request websites and mobile applications that do not provide immediate hotel confirmations, including, without limitation, any such websites or mobile applications that require five minutes or more to validate a reservation (e.g., Asiaweb and Ctrip);
#1000
Join Date: Mar 2014
Location: Leicestershire / Dubai
Programs: BA Silver, Marriott Bonvoy Titanium Elite & Lifetime Gold, Heathrow Rewards Premium, Tesco Clubcard
Posts: 663
#1001
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,524
No rule change
Sanity prevails. Wonderful agent got back to me today.
I apologize for any inconvenience or frustration you may have experienced. I have clarified your Best Rate Guarantee reward of 20% off for your stay at our XYZ Hotel.
#1002
Join Date: Mar 2004
Location: New York, NY
Posts: 163
Hotel Name:W West Beverly Hills/LA
Arrival Date:12/5/16
Departure Date: 12/8/16
Number of Rooms:1
Number of Guests:3
Room Type: Spectacular Suite (w/ Guaranteed Upgrade to Fabulous Suite)
Starwood Brand Web Site Room Rate: $319
Competing rate: $301 (Trip Advisor)
Comments: SUCCESS! Matched rate + 20% discount within 3 hours of request being submitted
Arrival Date:12/5/16
Departure Date: 12/8/16
Number of Rooms:1
Number of Guests:3
Room Type: Spectacular Suite (w/ Guaranteed Upgrade to Fabulous Suite)
Starwood Brand Web Site Room Rate: $319
Competing rate: $301 (Trip Advisor)
Comments: SUCCESS! Matched rate + 20% discount within 3 hours of request being submitted
#1003
Join Date: May 2016
Location: YKM, SEA
Programs: Alaska MVP
Posts: 57
Hotel Name:The Westin Resort & Spa, Cancun
Arrival Date:5/12
Departure Date:5/15
Number of Rooms:1
Number of Guests:2
Room Type: Deluxe Lagoon
Starwood Brand Web Site Room Rate:170.56 USD
Company Room Provider: Amoma.com
Competing rate: 104.20 EUR
Comments:Interestingly I had found a cheaper rate of 87.93 USD but SPG informed me that they only use the default currency of the competing site which was 104.20 EUR. So final price after 20% was 89.55USD
Also was denied trying to brg to lastminutetravel.com due to "on request rate" 2nd Try Approved using amoma.com
Arrival Date:5/12
Departure Date:5/15
Number of Rooms:1
Number of Guests:2
Room Type: Deluxe Lagoon
Starwood Brand Web Site Room Rate:170.56 USD
Company Room Provider: Amoma.com
Competing rate: 104.20 EUR
Comments:Interestingly I had found a cheaper rate of 87.93 USD but SPG informed me that they only use the default currency of the competing site which was 104.20 EUR. So final price after 20% was 89.55USD
Also was denied trying to brg to lastminutetravel.com due to "on request rate" 2nd Try Approved using amoma.com
#1004
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
Please let me know what you think knnryerye on the Westin Cancun thread as I have a stay coming up there.
#1005
Join Date: Sep 2002
Location: Germany / Thailand
Programs: M&M/S SPG livetime gold, but not running behind status & points anymore! Now only book value for $
Posts: 3,090
Very bad SPG best rate guaranty experience.
3 days ago I booked 3 rooms in LEMERIDIEN BKK via SPG's website and compared the rate with hotels.com and Expedia
SPG's rate was 105,xx Euro net + taxes and fees = 123,xx Euro incl.
hotel.com and Expedia offered the exact same room for
98,88 + 17,51 = 116,39 Euro ( I have a screenshot )
I claimed a file aprox 20 minutes after booking via the SPG link
after 24 h no reaktion, I called in, and them sugested to claim again, which I did. After another 24 h I got a responso, hotel.com rate would be 116,39 and SPG rate would be 105,xx Euro ( So them compared net with inclusive price ).
I sent back an email with all my sreenshots and explained that them compared net with inclusive rate and today I got another mail, the rate on hotel.com would be the same as the SPG rate.
And after i checked it, hotel.com and Expedia equaled the rate over night.
So I think SPG investigated and them had to do this. Because yesterday them still showed the cheaper rate.
SPG's rate was 105,xx Euro net + taxes and fees = 123,xx Euro incl.
hotel.com and Expedia offered the exact same room for
98,88 + 17,51 = 116,39 Euro ( I have a screenshot )
I claimed a file aprox 20 minutes after booking via the SPG link
after 24 h no reaktion, I called in, and them sugested to claim again, which I did. After another 24 h I got a responso, hotel.com rate would be 116,39 and SPG rate would be 105,xx Euro ( So them compared net with inclusive price ).
I sent back an email with all my sreenshots and explained that them compared net with inclusive rate and today I got another mail, the rate on hotel.com would be the same as the SPG rate.
And after i checked it, hotel.com and Expedia equaled the rate over night.
So I think SPG investigated and them had to do this. Because yesterday them still showed the cheaper rate.