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
Jun 5, 2015, 9:10 am
#751
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
Hotelsclick is very clear on whether a rate is "on request" or "instant confirmation". It's on the price page and sometimes they list some of each.
Need advice: I'm in BOG, and just did some last minute hotel changes. I had a BRG approved yesterday for today and I submitted my confirmation number last night, but the final rate still hasn't been implemented. I would like to check in to the hotel before leaving for an all day tour. Can I check in with my confirmation number even though the BRG hasn't been processed?
I realize I could call the BRG group, but would prefer not to bother them if I don't have to.
Need advice: I'm in BOG, and just did some last minute hotel changes. I had a BRG approved yesterday for today and I submitted my confirmation number last night, but the final rate still hasn't been implemented. I would like to check in to the hotel before leaving for an all day tour. Can I check in with my confirmation number even though the BRG hasn't been processed?
I realize I could call the BRG group, but would prefer not to bother them if I don't have to.
Jun 5, 2015, 10:03 am
#752
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
Yes, but I am having claims rejected when it says clearly "instant confirmation". I even put it in the notes and it still gets rejected. It's like some reps see hotelsclick (and others) and do not even check...
I'd show the BRG email at check-in.
I'd show the BRG email at check-in.
Jun 8, 2015, 12:40 pm
#753
Join Date: Apr 2012
Location: Canada
Programs: AC E50k, A3*G, UA*S, MR Titanium, HHonors Gold, Carlson Gold, NEXUS
Posts: 3,669
Wirelessly posted (Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.2.1.3442 Mobile Safari/537.35+)
If SPG doesn't have the same room type as the competitor, aren't they still supposed to process the claim for that room ? I think I read something like that here earlier, but a claim was denied because SPG is sold out of the category available on the third party site.
If SPG doesn't have the same room type as the competitor, aren't they still supposed to process the claim for that room ? I think I read something like that here earlier, but a claim was denied because SPG is sold out of the category available on the third party site.
Jun 8, 2015, 12:49 pm
#754
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Wirelessly posted (Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.2.1.3442 Mobile Safari/537.35+)
If SPG doesn't have the same room type as the competitor, aren't they still supposed to process the claim for that room ? I think I read something like that here earlier, but a claim was denied because SPG is sold out of the category available on the third party site.
If SPG doesn't have the same room type as the competitor, aren't they still supposed to process the claim for that room ? I think I read something like that here earlier, but a claim was denied because SPG is sold out of the category available on the third party site.
Jun 8, 2015, 2:47 pm
#755
Join Date: Apr 2012
Location: Canada
Programs: AC E50k, A3*G, UA*S, MR Titanium, HHonors Gold, Carlson Gold, NEXUS
Posts: 3,669
Wirelessly posted (Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.2.1.3442 Mobile Safari/537.35+)
Yes, they should process the claim even if the room does not show on spg.com. A long as another site is showing availability, you're good to go.
Unfortunately, they didn't. If I call them back or resubmit, is there anything I should say?
Originally Posted by LovetoTravel83
Wirelessly posted (Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.2.1.3442 Mobile Safari/537.35+)
If SPG doesn't have the same room type as the competitor, aren't they still supposed to process the claim for that room ? I think I read something like that here earlier, but a claim was denied because SPG is sold out of the category available on the third party site.
If SPG doesn't have the same room type as the competitor, aren't they still supposed to process the claim for that room ? I think I read something like that here earlier, but a claim was denied because SPG is sold out of the category available on the third party site.
Jun 8, 2015, 3:37 pm
#756
Join Date: Oct 2004
Location: SVG
Posts: 1,172
This one worked out rather well, though I am not sure if those SPG rates are indicative of what the rooms usually go for...
Hotel Name: The Westin Grand, Vancouver
Arrival Date : March 2016
Number of Adults :2
New Starwood Room Type : Standard suite, non-smoking
New Starwood Rate : CAD 395
Competing rate : USD 141.9
BRG Reward : twentyPercent
Room Type: Standard Suite
Actual confirmed rate: 118.50 CAD plus taxes per night (148.13 CAD - 20%)
Hotel Name: The Westin Grand, Vancouver
Arrival Date : March 2016
Number of Adults :2
New Starwood Room Type : Standard suite, non-smoking
New Starwood Rate : CAD 395
Competing rate : USD 141.9
BRG Reward : twentyPercent
Room Type: Standard Suite
Actual confirmed rate: 118.50 CAD plus taxes per night (148.13 CAD - 20%)
Jun 8, 2015, 4:12 pm
#757
Join Date: Mar 2008
Posts: 230
This one worked out rather well, though I am not sure if those SPG rates are indicative of what the rooms usually go for...
Hotel Name: The Westin Grand, Vancouver
Arrival Date : March 2016
Number of Adults :2
New Starwood Room Type : Standard suite, non-smoking
New Starwood Rate : CAD 395
Competing rate : USD 141.9
BRG Reward : twentyPercent
Room Type: Standard Suite
Actual confirmed rate: 118.50 CAD plus taxes per night (148.13 CAD - 20%)
Hotel Name: The Westin Grand, Vancouver
Arrival Date : March 2016
Number of Adults :2
New Starwood Room Type : Standard suite, non-smoking
New Starwood Rate : CAD 395
Competing rate : USD 141.9
BRG Reward : twentyPercent
Room Type: Standard Suite
Actual confirmed rate: 118.50 CAD plus taxes per night (148.13 CAD - 20%)
which website used for the BRG?
Thanks!
Jun 8, 2015, 8:52 pm
#758
Join Date: Mar 2012
Posts: 174
After your claim is approved book a room in the next up category - it will be adjusted accordingly prior to your check-in.
BTW, if you did exactly what I wrote and your claim still got denied, call them. Otherwise, resubmit.
Jun 8, 2015, 9:42 pm
#760
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
It depends on what was said when they replied. If the email says that they did find the rate on the competing website, then yes, give them a call and ask for the claim to be approved.
Jun 9, 2015, 8:56 am
#761
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747
Ok, I have had an odd one. Found a BRG at Aloft Bangkok, where i stay quite often. Price on SPG was 2600 THB and I found 2250 THB on Otel.com. I also found a date several days later that I filed as well, 3150 THB for Room+Breakfast and 2700 THB on Otel.com.
Both were rejected, the first one because the BRG desk claimed that SPG.com had the room for 2080 THB and the second one because the BRG desk also claimed that SPG.com had the room for 2520 THB.
As soon as I got the rejections I went back to SPG.com to check the prices, since I have never seen them this low on SPG.com, and the rates were the original rates which I filed the BRG with.
I emailed the BRG desk back and they claim that between me filing the BRG and the rejection, the rates had suddenly dropped for a less than 24 hour period to these very low rates. Yet, I have never seen rates as low as 2200 THB on SPG.com for this property, and I have been booking there for years. I asked for clarification on which rate this was and when it was available, but they are not giving any info.
Do they really expect us to think that the rate just miraculously dropped by nearly 20% for a 24 hour period during a BRG check, then right after rejection the rate miraculous went back to where it was originally? If so, it sounds like manipulation by the hotel to avoid a BRG.
Both were rejected, the first one because the BRG desk claimed that SPG.com had the room for 2080 THB and the second one because the BRG desk also claimed that SPG.com had the room for 2520 THB.
As soon as I got the rejections I went back to SPG.com to check the prices, since I have never seen them this low on SPG.com, and the rates were the original rates which I filed the BRG with.
I emailed the BRG desk back and they claim that between me filing the BRG and the rejection, the rates had suddenly dropped for a less than 24 hour period to these very low rates. Yet, I have never seen rates as low as 2200 THB on SPG.com for this property, and I have been booking there for years. I asked for clarification on which rate this was and when it was available, but they are not giving any info.
Do they really expect us to think that the rate just miraculously dropped by nearly 20% for a 24 hour period during a BRG check, then right after rejection the rate miraculous went back to where it was originally? If so, it sounds like manipulation by the hotel to avoid a BRG.
Jun 9, 2015, 9:37 am
#762
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,819
Ok, I have had an odd one. Found a BRG at Aloft Bangkok, where i stay quite often. Price on SPG was 2600 THB and I found 2250 THB on Otel.com. I also found a date several days later that I filed as well, 3150 THB for Room+Breakfast and 2700 THB on Otel.com.
Both were rejected, the first one because the BRG desk claimed that SPG.com had the room for 2080 THB and the second one because the BRG desk also claimed that SPG.com had the room for 2520 THB.
As soon as I got the rejections I went back to SPG.com to check the prices, since I have never seen them this low on SPG.com, and the rates were the original rates which I filed the BRG with.
I emailed the BRG desk back and they claim that between me filing the BRG and the rejection, the rates had suddenly dropped for a less than 24 hour period to these very low rates. Yet, I have never seen rates as low as 2200 THB on SPG.com for this property, and I have been booking there for years. I asked for clarification on which rate this was and when it was available, but they are not giving any info.
Do they really expect us to think that the rate just miraculously dropped by nearly 20% for a 24 hour period during a BRG check, then right after rejection the rate miraculous went back to where it was originally? If so, it sounds like manipulation by the hotel to avoid a BRG.
Both were rejected, the first one because the BRG desk claimed that SPG.com had the room for 2080 THB and the second one because the BRG desk also claimed that SPG.com had the room for 2520 THB.
As soon as I got the rejections I went back to SPG.com to check the prices, since I have never seen them this low on SPG.com, and the rates were the original rates which I filed the BRG with.
I emailed the BRG desk back and they claim that between me filing the BRG and the rejection, the rates had suddenly dropped for a less than 24 hour period to these very low rates. Yet, I have never seen rates as low as 2200 THB on SPG.com for this property, and I have been booking there for years. I asked for clarification on which rate this was and when it was available, but they are not giving any info.
Do they really expect us to think that the rate just miraculously dropped by nearly 20% for a 24 hour period during a BRG check, then right after rejection the rate miraculous went back to where it was originally? If so, it sounds like manipulation by the hotel to avoid a BRG.
Jun 9, 2015, 10:18 am
#763
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
I routinely have claims rejected on the grounds that the alternative provider offers rooms not available on spg.com (eg no description vs classic on SPG.com) and the comparison is then made with the rooms offered by both SPG and the alternative provider. Should this happen?
Jun 9, 2015, 10:30 am
#764
Join Date: Sep 2012
Posts: 1,748
I routinely have claims rejected on the grounds that the alternative provider offers rooms not available on spg.com (eg no description vs classic on SPG.com) and the comparison is then made with the rooms offered by both SPG and the alternative provider. Should this happen?
Yes. The name of the room on the alt website has to match that of SPG, for them to make a proper comparison. Pictures used by the alt website don't count.
Agreed that sometimes it's obvious that the lowest priced option is 99% referring to the lowest tier on SPG.com, but it's not 100%... as I understand it the BRG team has to screenshot it and send it to the hotel as proof, so there can't be any ambiguity...
Jun 9, 2015, 10:47 am
#765
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747