Jan 1, 2015, 7:35 am
Last edit by: TravelinSperry
Signed-in FT members with 90 days / 90 posts can edit this Wikipost.
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 (only exception is when there is no availability on the Starwood website)
• 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.
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
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 (only exception is when there is no availability on the Starwood website)
• 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.
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
Best Rate Guarantee (BRG) 2015 : *now 20% off*; Success, failure & discussion thread
Jan 7, 2015, 10:45 pm
#61
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,121
Jan 7, 2015, 11:51 pm
#62
Join Date: Feb 2001
Location: Wesseling, NRW, Germany
Programs: UA *S , MR LT Titanium, HH Diamond, Hertz PC
Posts: 3,940
Hotel Name: The Westin Fort Lauderdale Beach Resort
Arrival Date : 10/11/2015
Departure Date : 10/16/2015
Number of Adults :2
Number of Rooms : 2
New Starwood Room Type : Area view
New Starwood Rate : USD 299
Competing Website : hotelreservierung.de
Competing rate : EUR 113.87
Competing Room Type : Area view
Competing Site Language : de_DE
Comments : Please note that the price listed on the competing site (632€) is for the whole stay and includes tax, so price per night is 113.87€ (632/5 = 126.40€ - 11% tax = 113.87€).
BRG Reward : tenPercent
Actual confirmed rate: $107.68
Greetings - Dirk
Arrival Date : 10/11/2015
Departure Date : 10/16/2015
Number of Adults :2
Number of Rooms : 2
New Starwood Room Type : Area view
New Starwood Rate : USD 299
Competing Website : hotelreservierung.de
Competing rate : EUR 113.87
Competing Room Type : Area view
Competing Site Language : de_DE
Comments : Please note that the price listed on the competing site (632€) is for the whole stay and includes tax, so price per night is 113.87€ (632/5 = 126.40€ - 11% tax = 113.87€).
BRG Reward : tenPercent
Actual confirmed rate: $107.68
Greetings - Dirk
Jan 8, 2015, 2:52 am
#63
Join Date: Mar 2009
Posts: 46
When you look at the competing rate does it say anything about it being sold out/on request? If so, you are SOL. If not, call the BRG number and ask politely. I was denied for the same reason (among other reasons for other claims). Every time I call I get a human who says "huh, I don't know why that was rejected..."
I think out of 6 BRG claims this week, 5 were initially rejected and 1 was initially approved. Eventually all 6 were approved.
I think out of 6 BRG claims this week, 5 were initially rejected and 1 was initially approved. Eventually all 6 were approved.
I tried calling the brg hotline and all i get is a voicemail. What no did you call? Maybe I can try calling that number instead.
actually its showing prepaid now but when i made the claim it was a cancelable rate
Last edited by br733; Jan 8, 2015 at 3:13 am
Jan 8, 2015, 5:18 am
#65
Join Date: Mar 2011
Location: Tyrone,EU
Programs: Avios Hunter
Posts: 2,811
2 claims were approved after new BRG reward (20%) was effected.
Hotel Name: Le Méridien Etoile
Arrival Date : 04/xx/2015
Departure Date : 04/xx/2015 (3 nights)
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Classic room
New Starwood Rate : EUR 0 (No availability on spg.com)
Competing Website : galahotels.com
Competing rate : EUR 607
Competing Room Type : Classic room (Breakfast included)
Competing Site Language : en_US
Comments : there is no availability of all room types on spg.com. all taxes and fees included.
BRG Reward : 20% off
Actual confirmed rate: 162.34 EUR per night including tax (202.93 EUR less 20%)
Hotel Name: Le Méridien Etoile
Arrival Date : 04/xx/2015
Departure Date : 04/xx/2015 (3 nights)
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Classic room
New Starwood Rate : EUR 0 (No availability on spg.com)
Competing Website : galahotels.com
Competing rate : EUR 607
Competing Room Type : Classic room (Breakfast included)
Competing Site Language : en_US
Comments : there is no availability of all room types on spg.com. all taxes and fees included.
BRG Reward : 20% off
Actual confirmed rate: 162.34 EUR per night including tax (202.93 EUR less 20%)
Last edited by tangey; Jan 8, 2015 at 5:27 am
Jan 8, 2015, 5:54 am
#66
Join Date: Mar 2007
Location: Germany
Programs: Marriott Plat., HHonors gold, IHG Plat., Accor gold, IC Amb, Hertz #1 club, Sixt plat.
Posts: 359
Jan 8, 2015, 5:57 am
#67
Join Date: Mar 2011
Location: Tyrone,EU
Programs: Avios Hunter
Posts: 2,811
Jan 8, 2015, 6:10 am
#68
Suspended
Join Date: Aug 2014
Programs: SPG
Posts: 108
Effective today, January 5th, we have increased the BRG reward percentage to 20. This is another way we’re making Starwood channels the best place to book your stay for the most attractive rates and rewards like free wifi, which we announced last month. All claim processing will be business as usual in accordance with the new terms and conditions.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
I have a case just like that and before I get back to the BRG desk on this matter I would like to know for sure what is the actual policy.
Thanks in advance.
Jan 8, 2015, 7:37 am
#69
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
Now I have question... if a BRG claim was submitted prior to Jan 5 but was processed and decided by the BRG desk on or after Jan 5 should the reward be 10% or 20% off the Competing Rate?
I have a case just like that and before I get back to the BRG desk on this matter I would like to know for sure what is the actual policy.
Thanks in advance.
I have a case just like that and before I get back to the BRG desk on this matter I would like to know for sure what is the actual policy.
Thanks in advance.
Hi there,
The T&C's regarding BRG state the following:
- Any claims received on January 4, 2015 before 11:59 PM must be processed with the 10% reward if guests choose the percentage off option as their BRG gift.
- Any claims received on and after January 5,2015 at 12:00 AM will be processed for the 20% reward if guests choose the percentage reward option as their BRG gift.
Therefore, if your request was submitted before January 5, 2015, you will get 10% off.
Feel free to let us know, if you have further questions.
Best regards,
Alice Kons
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jan 8, 2015, 12:55 pm
#70
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,116
Bit annoyed and will wait to see how this is handled:
Submitted a claim which was subsequently approved but then had to make a change to my dates. Accepted that a new BRG needed to be submitted and subsequently got rejected as "The site was only for UK residents" when it was the same site which was approved in the first instance.
Submitted a claim which was subsequently approved but then had to make a change to my dates. Accepted that a new BRG needed to be submitted and subsequently got rejected as "The site was only for UK residents" when it was the same site which was approved in the first instance.
Jan 8, 2015, 7:34 pm
#71
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,121
Assuming that's true about the site, it sounds like someone made a mistake the first time around and you got an agent who knows the rules better.
Jan 9, 2015, 2:55 pm
#72
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,116
I would like to take this time to apologize for the error that was made at the time your claim was processed. Kindly note that prior to the update of the Terms and Conditions for the Best Rate Guarantee program, competing websites that restricted who was allowed to make reservations on their website were considered unpublished and not eligible for the Best Rate Guarantee program. However, should you meet that criteria we will by pass that stipulation and allow the rates to be eligible for comparison. I apologize that this was not followed.
Jan 9, 2015, 6:19 pm
#73
Join Date: Sep 2012
Posts: 1,748
Sorted ^
I would like to take this time to apologize for the error that was made at the time your claim was processed. Kindly note that prior to the update of the Terms and Conditions for the Best Rate Guarantee program, competing websites that restricted who was allowed to make reservations on their website were considered unpublished and not eligible for the Best Rate Guarantee program.
However, should you meet that criteria we will by pass that stipulation and allow the rates to be eligible for comparison. I apologize that this was not followed.
I would like to take this time to apologize for the error that was made at the time your claim was processed. Kindly note that prior to the update of the Terms and Conditions for the Best Rate Guarantee program, competing websites that restricted who was allowed to make reservations on their website were considered unpublished and not eligible for the Best Rate Guarantee program.
However, should you meet that criteria we will by pass that stipulation and allow the rates to be eligible for comparison. I apologize that this was not followed.
https://www.starwoodhotels.com/bestrate/terms.html
" Notwithstanding any other restrictions in these BRG Terms, if the applicable website or mobile application requires an individual to be a resident of a certain jurisdiction in order to book rates on such website or mobile application, the Best Rate Guarantee will apply to any Competing Rates found on such website or mobile application.
For the avoidance of doubt, if the website or mobile application on which a Competing Rate can be found does not require that an individual be a resident of a certain jurisdiction in order to book any rates on such website or mobile application, the Best Rate Guarantee will not apply to any Competing Rates found on such website or mobile application even if such Competing Rates requires that an individual be a resident of a certain jurisdiction in order to book such Competing Rates. "
Sorry, but is this a new update to the T&C?
1. It used to be that they would refuse to BRG a rate if that rate was restricted to to citizens/residents of a certain country/region ie because not everyone in the world could get that rate.
2. The quote in red indicate that they will now allow the rate to be compared for a BRG, IF you are eligible for that restricted rate ie you are a citizen/resident of that country/region
3. The first para of the T&C seems to ambiguous - it says that if the rate is restricted, it will eligible for BRG, but doesn't seem to say whether you must qualify for the rate for it to be eligible
4. I don't really understand the second para - if the rate found is not restricted, then it's not eligible even if it is restricted???
Someone fluent in legalese, please help translate!
Jan 9, 2015, 10:24 pm
#74
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,231
2 more approved BRG claims.
Hotel Name: Sheraton Hua Hin Resort & Spa
Arrival Date : 05/xx/2015
Departure Date : 05/xx/2015 (3 nights)
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Garden view including breakfast
New Starwood Rate : THB 17301.9
Competing Website : galahotels.com
Competing rate : USD 388
Competing Room Type : Garden view including breakfast
Competing Site Language : en_US
Comments : all taxes and fees included.
BRG Reward : Twenty Percent
Actual confirmed rate: 2,852.77 THB plus taxes and service charges, per night (3,565.96 THB less 20%)
Hotel Name: The Naka Island, a Luxury Collection Resort & Spa, Phuket
Arrival Date : 05/xx/2015
Departure Date : 05/xx/2015 (3 nights)
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Tropical pool villa including breakfast
New Starwood Rate : THB 34719.75
Competing Website : galahotels.com
Competing rate : USD 823
Competing Room Type : Tropical pool villa including breakfast
Competing Site Language : en_US
Comments : all taxes and fees included.
BRG Reward : Twenty Percent
Actual confirmed rate: THB 6073.75 per night plus taxes and includes breakfast (7,592.19-20%)
Hotel Name: Sheraton Hua Hin Resort & Spa
Arrival Date : 05/xx/2015
Departure Date : 05/xx/2015 (3 nights)
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Garden view including breakfast
New Starwood Rate : THB 17301.9
Competing Website : galahotels.com
Competing rate : USD 388
Competing Room Type : Garden view including breakfast
Competing Site Language : en_US
Comments : all taxes and fees included.
BRG Reward : Twenty Percent
Actual confirmed rate: 2,852.77 THB plus taxes and service charges, per night (3,565.96 THB less 20%)
Hotel Name: The Naka Island, a Luxury Collection Resort & Spa, Phuket
Arrival Date : 05/xx/2015
Departure Date : 05/xx/2015 (3 nights)
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Tropical pool villa including breakfast
New Starwood Rate : THB 34719.75
Competing Website : galahotels.com
Competing rate : USD 823
Competing Room Type : Tropical pool villa including breakfast
Competing Site Language : en_US
Comments : all taxes and fees included.
BRG Reward : Twenty Percent
Actual confirmed rate: THB 6073.75 per night plus taxes and includes breakfast (7,592.19-20%)
Jan 9, 2015, 11:41 pm
#75
Join Date: Feb 2013
Posts: 302
Haven't found an answer for the following question: If there is no availability for the desired room on spg.com but on the competing website - what kind of cancelation terms will come into effect when booking the room unter the BRG?