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 12, 2015, 11:04 am
#91
Suspended
Join Date: Jan 2015
Posts: 8
I have an issue I need some help with, maybe Lurkers could give some input.
I had a BRG claim approved and got an email telling me to book a reservation at the property in question and forward the booking number to the BRG department, so they can adjust my reservation to my BRG approved rate.
This is all quite standard. Now the problem is that when I check SPG.com for this property it only shows availability for rate plans that require an immediate deposit for the whole ammount of the booking (this is a ski resort, and it's the high season after all)
As my approved BRG rate is signficantly lower than any of the rate plans available on spg.com I don't want to be making a deposit when I book on SPG website. Additionally, I feel that in this case paying a deposit for the whole ammount of Starwood's rate would be inconsistent with BRG guarantee, the point of it being not having to pay the higher rates available on SPG website.
What should I do?
I've asked this to the BRG department but those guys take ages to reply and I want to make sure I'll be booking within the 24-hour window so I don't loose my BRG approved rate.
Any help would be very much appreciated.
I had a BRG claim approved and got an email telling me to book a reservation at the property in question and forward the booking number to the BRG department, so they can adjust my reservation to my BRG approved rate.
This is all quite standard. Now the problem is that when I check SPG.com for this property it only shows availability for rate plans that require an immediate deposit for the whole ammount of the booking (this is a ski resort, and it's the high season after all)
As my approved BRG rate is signficantly lower than any of the rate plans available on spg.com I don't want to be making a deposit when I book on SPG website. Additionally, I feel that in this case paying a deposit for the whole ammount of Starwood's rate would be inconsistent with BRG guarantee, the point of it being not having to pay the higher rates available on SPG website.
What should I do?
I've asked this to the BRG department but those guys take ages to reply and I want to make sure I'll be booking within the 24-hour window so I don't loose my BRG approved rate.
Any help would be very much appreciated.
Jan 12, 2015, 11:24 am
#92
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
If time is of the essence, I would call the BRG team at 1-866-500-0368:
From the FAQ:
What if I don’t hear back from the Customer Service center after submitting my claim?
Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368.
Good luck!
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
From the FAQ:
What if I don’t hear back from the Customer Service center after submitting my claim?
Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368.
Good luck!
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jan 12, 2015, 3:22 pm
#93
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Hmm, they have been fast in processing my claim recently, although all has been rejected. However my latest attempt wasn't answered for about 40 hours now, is that normal? I hope my price will still show on the third party side when they finally seen it.
Do you guys keep on trying when claims got rejected? I have to be honest to say, i have been trying daily for the past few days whenever it get rejected.
Do you guys keep on trying when claims got rejected? I have to be honest to say, i have been trying daily for the past few days whenever it get rejected.
I would suggest that instead of sending daily multiple claims that will eventually be denied, try looking for an OTA who's rates dont fluctuate so easily. It'll give you better chances of your claim being approved. Also if you wish, you can post here why your claims had been denied so quickly when turnaround response is around 24-36 hours. Perhaps there is something about the program that you may have misunderstood. Hence right off the bat they are denying your claims.
I mentioned earlier it took me an entire week to have 8 brg claims to be approved. It doesnt mean i was sending multiple invalid claims daily until it eventually got through. I meant it took me awhile to find the right OTA that when i filed my claim (once), i was quite certain it would get approved.
Last edited by supatight80; Jan 12, 2015 at 3:48 pm
Jan 12, 2015, 4:22 pm
#94
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 237
Do proceed with caution though..the terms clearly state that they can ban someone from submitting future brg claims if he/she constantly submits multiple invalid/denied claims.
I would suggest that instead of sending daily multiple claims that will eventually be denied, try looking for an OTA who's rates dont fluctuate so easily. It'll give you better chances of your claim being approved. Also if you wish, you can post here why your claims had been denied so quickly when turnaround response is around 24-36 hours. Perhaps there is something about the program that you may have misunderstood. Hence right off the bat they are denying your claims.
I mentioned earlier it took me an entire week to have 8 brg claims to be approved. It doesnt mean i was sending multiple invalid claims daily until it eventually got through. I meant it took me awhile to find the right OTA that when i filed my claim (once), i was quite certain it would get approved.
I would suggest that instead of sending daily multiple claims that will eventually be denied, try looking for an OTA who's rates dont fluctuate so easily. It'll give you better chances of your claim being approved. Also if you wish, you can post here why your claims had been denied so quickly when turnaround response is around 24-36 hours. Perhaps there is something about the program that you may have misunderstood. Hence right off the bat they are denying your claims.
I mentioned earlier it took me an entire week to have 8 brg claims to be approved. It doesnt mean i was sending multiple invalid claims daily until it eventually got through. I meant it took me awhile to find the right OTA that when i filed my claim (once), i was quite certain it would get approved.
Anyway for my case, my brg got approved. However thinking that my case was overlooked, I did submit again.
I will go ahead and book now.
Now my concerned is if my newer claim was rejected will it override my existing one? Anyway to cancel pending claim on our end?
Jan 12, 2015, 5:44 pm
#95
Join Date: Apr 2014
Posts: 64
I've been having a ton of luck at expensive properties across the weekend and referencing the rates from booking.com. If you have to work across a weekend or are doing some personal travel, BRG is awesome. 2000 pts a pop.
Jan 13, 2015, 7:18 am
#97
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
If your newer claim is approved, then create a new booking and send it to the brg desk. Once you receive and email from them with a claim number attached to that new booking, then you can cancel the previous brg reservation.
If you mean if you have other brg claims that get rejected in the future, will it have any effect to your existing approved brg claims, then the answer would be no. All approved brg claims will remain approved regardless of the outcome of other future brg claims.
To cancel a pending claim (meaning no reservation/confirmation number), simply do not reply to their email. After 24 hours, any approved pending claims without an spg.com confirmation number will automatically be cancelled.
Jan 14, 2015, 2:27 am
#98
Join Date: Feb 2001
Location: Wesseling, NRW, Germany
Programs: UA *S , MR LT Titanium, HH Diamond, Hertz PC
Posts: 3,940
Hotel Name: Sheraton Gunter Hotel San Antonio
Arrival Date : 02/23/2015
Departure Date : 02/25//2015
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Traditional
New Starwood Rate : USD 189
Competing Website : Lastminute.de
Competing rate : 83.90 Euro
Competing Room Type : Standard
Competing Site Language : de_DE
Comments: Rate listed on competing website (195,92€) is tax-inclusive and for the total stay, so daily rate is 97,96€ inclusive and 83,90€ before tax.
BRG Reward : tenPercent
Actual confirmed rate: $79,49 per night, taxes excluded ($99.36 less 20%)
Greetings - Dirk
Arrival Date : 02/23/2015
Departure Date : 02/25//2015
Number of Adults :2
Number of Rooms : 1
New Starwood Room Type : Traditional
New Starwood Rate : USD 189
Competing Website : Lastminute.de
Competing rate : 83.90 Euro
Competing Room Type : Standard
Competing Site Language : de_DE
Comments: Rate listed on competing website (195,92€) is tax-inclusive and for the total stay, so daily rate is 97,96€ inclusive and 83,90€ before tax.
BRG Reward : tenPercent
Actual confirmed rate: $79,49 per night, taxes excluded ($99.36 less 20%)
Greetings - Dirk
Jan 15, 2015, 8:16 am
#99
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,789
A friendly reminder (that I myself forgot) - always check the property's own "special offers" page before BRGing. I got a claim denied because the lowest Starwood rate matches what OTAs are selling, while BAR is over 50% more expensive. While these properties are adhering to BRG terms, it does seem like dirty tactics.
Jan 15, 2015, 8:56 am
#100
Join Date: Mar 2014
Posts: 20
Hotel-Westin Las Vegas
Arrival Date: January 24, 2015
Departure Date: January 25, 2015
Room Type: Traditional room for one adult
Actual confirmed rate: 55.60 USD plus taxes and amenity charge (69.50 USD less 20%)
Competing Rate-$70.00
Competing Site-Expedia
Starwood Rate-$139.00
Arrival Date: January 24, 2015
Departure Date: January 25, 2015
Room Type: Traditional room for one adult
Actual confirmed rate: 55.60 USD plus taxes and amenity charge (69.50 USD less 20%)
Competing Rate-$70.00
Competing Site-Expedia
Starwood Rate-$139.00
Jan 15, 2015, 2:03 pm
#101
Join Date: Feb 2005
Location: MCI
Programs: Southwest A-List, AMC Stubs A-List, Chick-fil-A-List
Posts: 399
Hotel Name: Le Meridien New Orleans
Arrival Date: Feb XX, 2015
Departure Date: Feb XX, 2015 (3 nights)
Number of Adults : 2
Number of Rooms : 1
Room Type: Classic Double
Starwood Brand Web Site Room Rate : $316
Other Company room provider: otel.com
Competing rate : $224.32
This hotel underwent two name changes recently so several booking engines have lots of obsolete room descriptions -- for this one, the classic only came up when viewing all types.
Arrival Date: Feb XX, 2015
Departure Date: Feb XX, 2015 (3 nights)
Number of Adults : 2
Number of Rooms : 1
Room Type: Classic Double
Starwood Brand Web Site Room Rate : $316
Other Company room provider: otel.com
Competing rate : $224.32
This hotel underwent two name changes recently so several booking engines have lots of obsolete room descriptions -- for this one, the classic only came up when viewing all types.
Jan 15, 2015, 4:20 pm
#102
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
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.
Does that means that if I do have an American Express (which is obvious for them since I get monthly points from my SPG Amex), I should have my claim validated ?
Jan 16, 2015, 9:00 am
#103
Join Date: Sep 2013
Programs: SPG,HH,IHG
Posts: 786
If i already BRG hotel for Room1 with 20% off.
Can i make additional BRG claim for same hotel with same date for Room2 ?
Can i make additional BRG claim for same hotel with same date for Room2 ?
Jan 16, 2015, 2:34 pm
#104
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Yes. You can only claim 2000 pts once though.
Jan 17, 2015, 2:55 pm
#105
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
Last 2 accepted BRG claims had rate changed to something much *higher* than original rate on spg.com. Don't know if this is the properties or BRG desk, but annoying to have to email BRG desk to get it fixed. Both times in countries where I am not a speaker of the local language so would rather not try to explain BRG email/rate/program to a check-in agent.