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BW new BRG, match lower rate and get $100 travel card [offer is active again]

BW new BRG, match lower rate and get $100 travel card [offer is active again]

Old May 9, 16, 10:15 am
  #166  
 
Join Date: Aug 2009
Location: Germany
Posts: 1,152
Yes they do, yes you can
31570324 is offline  
Old May 9, 16, 10:19 am
  #167  
 
Join Date: May 2006
Location: Salt Lake City, UT
Posts: 2,847
Originally Posted by 31570324 View Post
Yes they do, yes you can
Thanks for the prompt responses!
michael_v is offline  
Old May 30, 16, 4:25 pm
  #168  
 
Join Date: Mar 2012
Location: Ontario, Canada
Posts: 47
BW not intractable re rate guarantee

An example of having Best Western approve a Low Rate claim after initially approving only with modifications. I have been finding some BWs that do not list Advance Payment or Best Value Rates but I can sometimes find a third-party offering what would otherwise be AAA or Senior rates at pay-in-advance, uncancellable rates. This is an example of what happened to one claim.

I submitted a claim at a BW in Ontario. Booked at BW flexible rate of $154.00 for double queen. There was no Advance Payment or Best Value rate available, just Senior or Auto CLub at $138.60. On booking.com, I found a paid-in-advance, uncancellable rate for the same room of $138.60. Filed Claim as:

Booked a pet-friendly room with 2 queen beds at the Best Western
XXXXX in XXX Ontario for 2 guests on Aug. 3, 2016 at the Flexible
rate of $154.00 CAD before tax. This is the lowest rate available on
Best Western website without a special affiliation like auto club or
govn't agency. There is no Best Value or Advance Payment rate available
on August 3 at this property. Found the lower rate of $138.60 CAD before
tax on booking.com for the 2-queen bed pet-friendly room. I believe this
qualifies for the Lowest Rate guarantee. Thank you Please email me.

I then received a garbled phone message saying my rate was approved but I would have to agree to pay for the room in advance and could not cancel in accordance with the booking.com rate rules. I requested clarification of this in writing.

Answer: Dear TMonk1
When you submit a Low Rate Guarantee claim and it is approved certain terms and conditions change. In this particular situation your claim is approved and you will get the lower rate, and a $100 Travel Card once you complete your stay. However, in order to get this claim approved, you must accept the new cancellation terms. Which is that you cannot cancel this reservation. If you chose not to accept these terms, your claim will not be approved
If we can be of further service, please do not hesitate to contact us again.

Best Regards,

Customer Care

I responded:
Thank you for this input. I would appreciate some clarification.
My understanding of the Guarantee is that if I find a lower rate on a
website such as booking.com (which does not require affiliation or sign
in) and I find a room that matches the same type of room as one I have
booked on the BW website and it is the same number of guests, date etc.
that I qualify for the Rate Guarantee if the price I find is $1 US lower
than the lowest rate available on the BW website without special
affiliation) whether or not is is an Advance payment rate or a Best
Value Rate or a Multi-stay Rate or a Flexible rate.
This is also stipulated in the Terms and Conditions:
" If a consumer finds a lower published rate on the internet, excluding
taxes and fees, at any Best Western branded hotel in North America than
the rate published on bestwestern.com or a participating affiliate
organization website, Best Western International, Inc. (“Best Western”)
will honor the competing rate and provide a $100 (USD) Best Western
Travel Card® (“Travel Card”)."

There is no mention anywhere in the Terms and Conditions about the rate
having to match the same booking and cancellation terms. That is one
facet of the Guarantee that has made it unique to Best Western. The room
I booked is a Flexible cancellation rate because that is what I prefer
as a consumer. The rate I found is non-refundable, and there is no
non-refundable rate available to be booked on the Best Western website.
I just checked and the rate is still available on booking.com. It may be
a mistake, I don't know, but I was just following the Terms and
Conditions as I have understood them and they have not changed either.
If the property decides it does not want to sell Advance Payment or Best
Value rooms paid in advance and non cancellable and yet it allows
booking.com to sell rooms that are paid in advance and non cancellable,
that is not my business as a consumer and it does not apear to be
addressed in the Terms and Conditions.

Please advise me where I can find it stipulated in the Terms and
Conditions that any lower rate found must also match the same
cancellation terms and conditions as the website. The AAA and Sr. rate
is the same as the rate I found on booking.com for the room I booked,
and that rate is fully cancellable. I think the hotel or booking.com
made a mistake in their listing, but since there is nothing stipulated
about this circumstance in the Terms and Conditions, I believe that
Best Western should stand behind their Lowest Internet Rate Guarantee
and provide me the room at the lower rate with the same flexible term of
cancellation as I booked.
Thank you and I look forward to your response. I will make a decision
regarding the acceptance of any terms offered after I have reviewed your
reply.
Thank you,
tMonk1

One day later I received the reply I hoped for:

Dear tMOnk1,

Thank you for contacting Best Western Hotel and Resorts.
I have processed your Low Rate Guarantee Claim and the claim has been
approved.
The new rate on your reservation at the Best Western Plus XXXX Centre is $138.60CAD plus tax for your arrival on 08/03/2016.
As a courtesy, we have kept the same cancellation policy as you
originally booked. Your Best Western Travel Card will be sent to you
once your stay is complete as per the terms of the Low Rate Guarantee
Program. Please note that only one Best Western Travel Card will be sent
within a 30 day period.

If you have any questions or need further assistance, please let us know
and we appreciate the opportunity to be of service.

Thank You,

XXX | Customer Care Lead

Just FYI. Best Western is not necessarily intractable.
tMonk1 is offline  
Old Jun 1, 16, 1:29 pm
  #169  
 
Join Date: Mar 2012
Posts: 2,700
BW has the worst BRG policy ever.
They keep saying the lower prices I found are "promotional prices offered by expedia", and as a result they do not qualify for BRG claims.
WTH???
agjil is offline  
Old Jun 24, 16, 4:20 pm
  #170  
 
Join Date: Dec 2007
Posts: 283
What a strange program. I just got rejected based on a different cancellation termed rate available on the site I compared with. Most of the other programs consider the same cancellation terms to get out of the BRG but these guys are downright ruthless. Seriously to me a BRG means that if I book on your site I'm getting the best rate for the same room with the same terms. I won't set foot in this chain again and I've cancelled all my reservations.
maniac78 is offline  
Old Jul 13, 16, 12:00 pm
  #171  
 
Join Date: Aug 2013
Location: SNA
Programs: AA gold, DL Gold, HHonors Diamond, Hyatt Explorist, IHG Plat
Posts: 365
Best Western's BRG seems like a farce. I made a reservation for $200 in Europe on best western's web site. The same reservation is available on an OTA for $140. Of course, it was denied. At first, they claimed they could not see the OTA's prices, then eventually they could see it. Then they claimed there was a lower price on best western's site. It is not the best available rate or the web special or the AAA rate. Supposedly you have to change the drop down menu to "24 hour sale" and then there is a lower rate. Most customers would not easily find this rate if at all. Not sure if this is a legit rate or if it was stuck in there to deny BRGs. Also not sure if this rate had been there all along or showed up after the claim.

It is easy enough to make alternate arrangements that does not involve BW but the experience itself is terrible with the reps being focused on finding excuses to deny the claim. Two thumbs down!
PilgrimsProgress is offline  
Old Jul 13, 16, 11:36 pm
  #172  
 
Join Date: Aug 2009
Location: Germany
Posts: 1,152
If it's a 24 hours rate, why not just place a new booking and submit a new claim after this period?
31570324 is offline  
Old Jul 19, 16, 11:08 am
  #173  
 
Join Date: Aug 2013
Location: SNA
Programs: AA gold, DL Gold, HHonors Diamond, Hyatt Explorist, IHG Plat
Posts: 365
Originally Posted by 31570324 View Post
And I call it the easiest BRG ever. They accept almost every claim I submit if you play within their rules.
Glad your experience was different. To me it is a terrible experience. I found a OTA web site with a lower rate and submitted a new claim. BW claims they can not find the rate on the OTA site. So I send them a screen shot showing I am not signed in and the lower rate. BW still claims they can not find the lower rate. So I check the rate on the OTA site after I got the second email and they are still lower on the OTA site. Apparently all their emails say we have denied the claim and some copy and paste gobbledygook from the fine print. Not impressed.

Last edited by PilgrimsProgress; Jul 19, 16 at 12:04 pm
PilgrimsProgress is offline  
Old Jul 20, 16, 8:51 pm
  #174  
 
Join Date: Aug 2008
Posts: 1,470
BRG terms

When submitting a claim apart from the room types, do the cancellation terms have to be identical as well?

What happens if BW has no cancellation fee 72 hours prior to the stay, whereas the comparison site has a $15 service charge regardless of when the room is cancelled?
shonamac is offline  
Old Jul 21, 16, 4:06 am
  #175  
 
Join Date: Aug 2009
Location: Germany
Posts: 1,152
Originally Posted by bfernand View Post
When submitting a claim apart from the room types, do the cancellation terms have to be identical as well?

What happens if BW has no cancellation fee 72 hours prior to the stay, whereas the comparison site has a $15 service charge regardless of when the room is cancelled?
BW doesn't care about the cancellation terms. If the price is cheaper and the room description is the same, it's a match.
31570324 is offline  
Old Jul 26, 16, 11:47 am
  #176  
Suspended
 
Join Date: Oct 2009
Programs: Anything with sweet spots
Posts: 1,790
At the beginning, it was easy to get approved. But now it looks that they tightened their approval conditions because too many people want to abuse/profit from the system
MasterGeek is offline  
Old Aug 3, 16, 4:10 am
  #177  
 
Join Date: Mar 2012
Posts: 917
Low Rate Guarantee FAIL

I had an approved low rate guarantee that the $100 travel card was denied after I checked out. The low rate guarantee department claims that I had made a reservation for 2 and only had one person check in. Therefore, I did not hold my end of the bargain. First of all, that is the dumbest rule I've ever heard, but we actually did have two people checkin and stay in the room. Now due to an error on the hotel, I've already spent over 30 minutes writing emails and sending receipts while still waiting for an outcome.
babypuwet is offline  
Old Aug 16, 16, 12:46 pm
  #178  
 
Join Date: Aug 2010
Location: BER
Posts: 33
I had the same experience last week with a BW hotel in France.
Totaly ridiculous BRG.


Originally Posted by agjil View Post
BW has the worst BRG policy ever.
They keep saying the lower prices I found are "promotional prices offered by expedia", and as a result they do not qualify for BRG claims.
WTH???
joe9222 is offline  
Old Sep 7, 16, 12:15 pm
  #179  
 
Join Date: Aug 2013
Location: SNA
Programs: AA gold, DL Gold, HHonors Diamond, Hyatt Explorist, IHG Plat
Posts: 365
Originally Posted by babypuwet View Post
I had an approved low rate guarantee that the $100 travel card was denied after I checked out. The low rate guarantee department claims that I had made a reservation for 2 and only had one person check in. Therefore, I did not hold my end of the bargain. First of all, that is the dumbest rule I've ever heard, but we actually did have two people checkin and stay in the room. Now due to an error on the hotel, I've already spent over 30 minutes writing emails and sending receipts while still waiting for an outcome.
What was the conclusion? Thanks!
PilgrimsProgress is offline  
Old Sep 7, 16, 12:24 pm
  #180  
 
Join Date: Jan 2007
Programs: PC Pl, UA 1K, CC Gl
Posts: 2,212
Originally Posted by babypuwet View Post
I had an approved low rate guarantee that the $100 travel card was denied after I checked out. The low rate guarantee department claims that I had made a reservation for 2 and only had one person check in. Therefore, I did not hold my end of the bargain. First of all, that is the dumbest rule I've ever heard, but we actually did have two people checkin and stay in the room. Now due to an error on the hotel, I've already spent over 30 minutes writing emails and sending receipts while still waiting for an outcome.
wow!
al613 is offline  

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