BRG Claim Rate Mistake
Mar 7, 2014, 11:37 pm
#1
Original Poster
Join Date: Jun 2009
Location: YVR
Programs: Aeroplan E25, Amtrak Guest Rewards, Bonvoy Lifetime Gold, Delta Skymiles Silver, HHonors Gold, Nexus
Posts: 502
BRG Claim Rate Mistake
Uuuugggh... I was raised too well. Long story short, my claim for the Westin Grand Vancouver was approved and adjusted down to $59.93/night, when it was suppose to be $159.93/night. For seven nights we're talking about, too. What do I do? Contact the hotel to see the best way to correct the situation.
I would email the BRG team outright, but the hotel has already touched my reservation and upgraded my room, so I'm not sure what the BRG team would say/do about that.
Should be interesting to see what the affected parties have to say about this.
I would email the BRG team outright, but the hotel has already touched my reservation and upgraded my room, so I'm not sure what the BRG team would say/do about that.
Should be interesting to see what the affected parties have to say about this.
Mar 7, 2014, 11:56 pm
#2
Join Date: Jun 2011
Programs: SPG Platinum, Hyatt Diamond
Posts: 1,134
I would consider it some good fortune that went your way this time. There are plenty situations that do not.
Mar 8, 2014, 12:31 am
#3
Join Date: Dec 2013
Programs: BA Gold, Asiana Club Dmnd (*G), AA plat, Alitalia FA, SPG Plat, Accor Plat, HGP Dmnd, HH Dmnd
Posts: 145
Mar 8, 2014, 4:33 am
#4
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
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Posts: 13,042
Honesty is laudable, although I'm a bit surprised that your reservation will be showing an upgrade.
I would take my good fortune and spread it to the hotel staff by tipping liberally...
I would take my good fortune and spread it to the hotel staff by tipping liberally...
Mar 8, 2014, 5:30 am
#5
Original Poster
Join Date: Jun 2009
Location: YVR
Programs: Aeroplan E25, Amtrak Guest Rewards, Bonvoy Lifetime Gold, Delta Skymiles Silver, HHonors Gold, Nexus
Posts: 502
That's because I had been in contact with reservations and took an upgrade offer at $20/night. The rate was not updated, but was probably added as a note on the reservation.
Mar 8, 2014, 6:28 am
#6
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Uuuugggh... I was raised too well. Long story short, my claim for the Westin Grand Vancouver was approved and adjusted down to $59.93/night, when it was suppose to be $159.93/night. For seven nights we're talking about, too. What do I do? Contact the hotel to see the best way to correct the situation.
I would email the BRG team outright, but the hotel has already touched my reservation and upgraded my room, so I'm not sure what the BRG team would say/do about that.
Should be interesting to see what the affected parties have to say about this.
I would email the BRG team outright, but the hotel has already touched my reservation and upgraded my room, so I'm not sure what the BRG team would say/do about that.
Should be interesting to see what the affected parties have to say about this.
Mar 8, 2014, 6:56 am
#7
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,864
Is that what is showing on your email reply or on the confirmation on the Starwood website? I have discovered that what the email reply says, what is on your account on the website and what is the actual rate in the system can be completely different, and the third is most likely to stick.
Mar 8, 2014, 7:11 am
#8
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Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Is that what is showing on your email reply or on the confirmation on the Starwood website? I have discovered that what the email reply says, what is on your account on the website and what is the actual rate in the system can be completely different, and the third is most likely to stick.
Whatever your rate is in your confirmation email is the rate that should be honored. I've never been questioned. If
This situation is different as the OP knows its a mistake and if the hotel and/or SPG/Starwood could come back to say something. Instead of waiting, just do the right thing from jump to avoid any possible issues.
Mar 8, 2014, 7:43 am
#9
Join Date: Mar 2007
Posts: 3,990
Everyone has their own personal set of ethics.
I recently discovered a huge mistake in my SPG account - in my favour. Because *wood/SPG and the property involved have always been so good to me, I reported it and had the credit reversed.
Not sure if I would have been so honest if this mistake had been made by some other business or program (shurley not AC/Aeroplan?) that couldn't care less about the the customer.
I'm also trying to instil 'right from wrong' values in my 5-year-old twins. Hard for me to do that if I don't respect those values myself.
Not saying what's right for me is right for others. Just saying the OP should consider all factors personal to his own situation, then do what's right for him.
Cheers,
I recently discovered a huge mistake in my SPG account - in my favour. Because *wood/SPG and the property involved have always been so good to me, I reported it and had the credit reversed.
Not sure if I would have been so honest if this mistake had been made by some other business or program (shurley not AC/Aeroplan?) that couldn't care less about the the customer.
I'm also trying to instil 'right from wrong' values in my 5-year-old twins. Hard for me to do that if I don't respect those values myself.
Not saying what's right for me is right for others. Just saying the OP should consider all factors personal to his own situation, then do what's right for him.
Cheers,
Mar 8, 2014, 8:18 am
#10
Join Date: Jun 2011
Location: USA
Programs: SPG Plat, etc.
Posts: 190
No Action Necessary
I think the correct BRG rate will prevail when you get to the hotel.
A couple of months ago I had a BRG rate in NYC, and the email from them had the correct rate. I had requested a SNA and it cleared... and then I noticed the rate showed something like $3.25 as the room rate.
My attitude was to just leave it and sort it out at the hotel. I wasn't going to start making phone calls or spend any effort to find out what the glitch was... Why, when it could easily be sorted out at the hotel when I get there?
Of course I figured the hotel would be looking somewhere for the revenue... they weren't going to comp the room for no reason... or give me a rate of $3.25. I was right. At the hotel they had the correct BRG rate.
There's no reason for you to lift a finger... I'd just show up and sort it out, if necessary, when you get there.
A couple of months ago I had a BRG rate in NYC, and the email from them had the correct rate. I had requested a SNA and it cleared... and then I noticed the rate showed something like $3.25 as the room rate.
My attitude was to just leave it and sort it out at the hotel. I wasn't going to start making phone calls or spend any effort to find out what the glitch was... Why, when it could easily be sorted out at the hotel when I get there?
Of course I figured the hotel would be looking somewhere for the revenue... they weren't going to comp the room for no reason... or give me a rate of $3.25. I was right. At the hotel they had the correct BRG rate.
There's no reason for you to lift a finger... I'd just show up and sort it out, if necessary, when you get there.
Mar 8, 2014, 8:31 am
#11
Join Date: Jan 2014
Location: New Orleans/South Korea
Programs: SPG Plat97, AA PLT, Delta SM
Posts: 177
I had a BRG rate for about 24,000 Yen (roughly $240 USD per night) but the BRG email listed it for 2,400 Yen per night (roughly $24 USD per night). I replied to the erroneous email from the BRG department and let them know about the mistake. They thanked me for my honesty and corrected the price. It would have been fun to get a room for $24 a night, but I didn't want to deal with any pricing issues when I got there ... hence I let them know about the error immediately. Got good karma points as well.
Last edited by luna6; Mar 8, 2014 at 9:57 am
Mar 8, 2014, 8:50 am
#12
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
I think the correct BRG rate will prevail when you get to the hotel.
A couple of months ago I had a BRG rate in NYC, and the email from them had the correct rate. I had requested a SNA and it cleared... and then I noticed the rate showed something like $3.25 as the room rate.
My attitude was to just leave it and sort it out at the hotel. I wasn't going to start making phone calls or spend any effort to find out what the glitch was... Why, when it could easily be sorted out at the hotel when I get there?
Of course I figured the hotel would be looking somewhere for the revenue... they weren't going to comp the room for no reason... or give me a rate of $3.25. I was right. At the hotel they had the correct BRG rate.
There's no reason for you to lift a finger... I'd just show up and sort it out, if necessary, when you get there.
A couple of months ago I had a BRG rate in NYC, and the email from them had the correct rate. I had requested a SNA and it cleared... and then I noticed the rate showed something like $3.25 as the room rate.
My attitude was to just leave it and sort it out at the hotel. I wasn't going to start making phone calls or spend any effort to find out what the glitch was... Why, when it could easily be sorted out at the hotel when I get there?
Of course I figured the hotel would be looking somewhere for the revenue... they weren't going to comp the room for no reason... or give me a rate of $3.25. I was right. At the hotel they had the correct BRG rate.
There's no reason for you to lift a finger... I'd just show up and sort it out, if necessary, when you get there.
Mar 8, 2014, 9:23 am
#13
Join Date: Jun 2011
Location: USA
Programs: SPG Plat, etc.
Posts: 190
Good Advice... Email BRG Prior
In my case, I guess I'd have definitely done that if the hotel wasn't in the US. It didn't make a difference in my experience... the hotel had the right rate... but now agree with you... email BRG!
Mar 8, 2014, 9:43 am
#14
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Join Date: Oct 2003
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Posts: 10,869
Valid point. Yes, I agree.... thinking about it, as the other poster mentioned, it's easy and it can't hurt to emal the BRG desk to let them know so they can sort it out.
In my case, I guess I'd have definitely done that if the hotel wasn't in the US. It didn't make a difference in my experience... the hotel had the right rate... but now agree with you... email BRG!
In my case, I guess I'd have definitely done that if the hotel wasn't in the US. It didn't make a difference in my experience... the hotel had the right rate... but now agree with you... email BRG!
Mar 8, 2014, 10:29 am
#15
Join Date: Jun 2011
Programs: SPG Platinum, Hyatt Diamond
Posts: 1,134
Parking for $45 per night in an area that does not warrant more than $15. Food that is of questionable quality but for three times the price it should be. Random hairs in the bathroom that never disappear. Room not ready "yet" when you arrive on time. No upgrades available when there are upgrades for sale. Etcetera. Etcetera. Etcetera. Travel is a game of give and take. You get some. You give some. I agree with the person above who said to take it if it offered and tip liberally when you get to the property.