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 18, 2015, 6:41 am
#106
Join Date: Jul 2005
Location: TPE, MNL
Programs: AA lifetime GOLD, but still an AA Baby compare to people here. CX nobody. BR Silver.
Posts: 984
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]
Is it SPG normal practice to wait for a long time and cross the finger the competitor match SPG price and not to offer 20% discount?
Updated. Just called the 800 number and talked to an agent after 24 hrs and 20 min. They said that they are working hard to process the claim. There are still 25 claims ahead of mine. They will get to mine when they get to mine.
Update 2:
after 28 hours.
Arrival Date: February 13, 2015
Departure Date: February 15, 2015
Room Type: Junior Suite (one room for one adult)
Starwood Brand Web Site Room Rate: EUR418+tax
Company Room Provider: Priceline
Competing rate: USD$315.60 (+tax)
Actual confirmed rate: 235.20 EUR including VAT, per night (294.00 EUR less 20%)
Last edited by yuchung5; Jan 18, 2015 at 7:43 pm Reason: Update.
Jan 18, 2015, 9:31 am
#107
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
Hotel Name: Westin Pasadena
Arrival Date: 01-14-2015
Departure Date: 01-16-2015
Number of Rooms: 1
Number of Guests: 1
Room Type: Superior
Starwood Brand Web Site Room Rate: $458 (+tax, BAR)
Company Room Provider: Other Web Site
Other Company Room Provider: venere.com
Competing rate: $320.60 (+tax)
Comments: Took the discount, which dropped the room rate to $256.48 (+tax) for the stay.
Arrival Date: 01-14-2015
Departure Date: 01-16-2015
Number of Rooms: 1
Number of Guests: 1
Room Type: Superior
Starwood Brand Web Site Room Rate: $458 (+tax, BAR)
Company Room Provider: Other Web Site
Other Company Room Provider: venere.com
Competing rate: $320.60 (+tax)
Comments: Took the discount, which dropped the room rate to $256.48 (+tax) for the stay.
Jan 18, 2015, 10:31 am
#108
Join Date: Nov 2008
Location: EDUU
Programs: Marriott Titanium Elite, HH Diamond, PC Plat Amb, BA EC Gold, Asiana Diamond, TK Elite
Posts: 193
Hotel Name: Le Meridien Abu Dhabi
Arrival Date: 09-30-2015
Departure Date: 10-04-2015
Number of Rooms: 1
Number of Guests: 1
Room Type: Deluxe with Breakfast
Starwood Brand Web Site Room Rate: 685 AED (+ tax)
Company Room Provider: Other Web Site
Other Company Room Provider: www.hotelreservierung.de
Competing rate: 96.50 EUR (incl. tax)
Actual confirmed rate: 282.77 AED (+ tax) per night (took the 20% discount)
Arrival Date: 09-30-2015
Departure Date: 10-04-2015
Number of Rooms: 1
Number of Guests: 1
Room Type: Deluxe with Breakfast
Starwood Brand Web Site Room Rate: 685 AED (+ tax)
Company Room Provider: Other Web Site
Other Company Room Provider: www.hotelreservierung.de
Competing rate: 96.50 EUR (incl. tax)
Actual confirmed rate: 282.77 AED (+ tax) per night (took the 20% discount)
Last edited by DaveMidknight; Jan 19, 2015 at 2:05 pm
Jan 19, 2015, 8:58 am
#109
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,820
Jan 19, 2015, 2:04 pm
#110
Join Date: Nov 2008
Location: EDUU
Programs: Marriott Titanium Elite, HH Diamond, PC Plat Amb, BA EC Gold, Asiana Diamond, TK Elite
Posts: 193
Hotel Name: The Westin Bonaventure Hotel & Suites, Los Angeles
Arrival Date: 02-16-2015
Departure Date: 02-17-2015
Number of Rooms: 1
Number of Guests: 2
Room Type: Traditional, 2 Queen Beds
Starwood Brand Web Site Room Rate: 279 USD
Company Room Provider: Other Web Site
Other Company Room Provider: www.hotelreservierung.de
Competing rate: 119.00 EUR (incl. tax)
Actual confirmed rate: 95.61 USD (took the 20% discount)
Arrival Date: 02-16-2015
Departure Date: 02-17-2015
Number of Rooms: 1
Number of Guests: 2
Room Type: Traditional, 2 Queen Beds
Starwood Brand Web Site Room Rate: 279 USD
Company Room Provider: Other Web Site
Other Company Room Provider: www.hotelreservierung.de
Competing rate: 119.00 EUR (incl. tax)
Actual confirmed rate: 95.61 USD (took the 20% discount)
Jan 19, 2015, 2:22 pm
#111
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
Originally Posted by ExpatSomchai
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.
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.
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 19, 2015, 3:15 pm
#112
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
My apologies, but no. I am unaware of the particular circumstances of each case, so my best guess is that while the situations may be similar, there may be details missing where it is being interpreted as being the same.
The email address and the phone number for BRG claims has been provided multiple times, so I suggest that anyone having an issue should take it up with that team and ask for a supervisor, if necessary.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
The email address and the phone number for BRG claims has been provided multiple times, so I suggest that anyone having an issue should take it up with that team and ask for a supervisor, if necessary.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jan 19, 2015, 8:45 pm
#113
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
Lurkers,
Completely get that you can only receive 1 2000 points if youre staying at a property/ties that fall in the same week and in the same city.
But what about the 20% off?
Let's say im staying at a property in hong kong, got a brg approved for 20% off, then fly to japan for 4 days, and come back to hong kong and got another brg approved.
Will i still be able to get 20% off on my 2nd stay in hong kong? Or will they just match the competitor's rate in my 2nd stay?
I mean if the term states stays within the same week and city will be treated as 1 claim,, then shouldnt all claims for stays within the same week and city get 20% off?
This is just for future reference and hypothetical question. Thanks
MG?
Completely get that you can only receive 1 2000 points if youre staying at a property/ties that fall in the same week and in the same city.
But what about the 20% off?
Let's say im staying at a property in hong kong, got a brg approved for 20% off, then fly to japan for 4 days, and come back to hong kong and got another brg approved.
Will i still be able to get 20% off on my 2nd stay in hong kong? Or will they just match the competitor's rate in my 2nd stay?
I mean if the term states stays within the same week and city will be treated as 1 claim,, then shouldnt all claims for stays within the same week and city get 20% off?
This is just for future reference and hypothetical question. Thanks
MG?
Last edited by supatight80; Jan 19, 2015 at 9:06 pm
Jan 19, 2015, 11:21 pm
#114
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682
just went through a strange experience with the brg team....i sent in a claim last week on friday for a one night stay on the 12th of feb....the following day my plans changed so i cancelled the reservation for the 12th, made another one for the 13th & sent in another claim for just one night on the 13th of feb....
on sunday i get an email saying that my claims have been combined into one claim for a 2 night stay & it stands approved....i replied saying that i had cancelled my earlier reservation & now only need the room for one night on the 13th of feb....yesterday i get another reply saying that the rate is no longer available so my claim in now denied....
i've emailed back asking them to approve the claim based on the fact that the rate was available when they incorrectly combined the 2 reservations but i haven't heard back yet....
on sunday i get an email saying that my claims have been combined into one claim for a 2 night stay & it stands approved....i replied saying that i had cancelled my earlier reservation & now only need the room for one night on the 13th of feb....yesterday i get another reply saying that the rate is no longer available so my claim in now denied....
i've emailed back asking them to approve the claim based on the fact that the rate was available when they incorrectly combined the 2 reservations but i haven't heard back yet....
Jan 20, 2015, 7:13 am
#115
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
Lurkers,
Completely get that you can only receive 1 2000 points if youre staying at a property/ties that fall in the same week and in the same city.
But what about the 20% off?
Let's say im staying at a property in hong kong, got a brg approved for 20% off, then fly to japan for 4 days, and come back to hong kong and got another brg approved.
Will i still be able to get 20% off on my 2nd stay in hong kong? Or will they just match the competitor's rate in my 2nd stay?
I mean if the term states stays within the same week and city will be treated as 1 claim,, then shouldnt all claims for stays within the same week and city get 20% off?
This is just for future reference and hypothetical question. Thanks
MG?
Completely get that you can only receive 1 2000 points if youre staying at a property/ties that fall in the same week and in the same city.
But what about the 20% off?
Let's say im staying at a property in hong kong, got a brg approved for 20% off, then fly to japan for 4 days, and come back to hong kong and got another brg approved.
Will i still be able to get 20% off on my 2nd stay in hong kong? Or will they just match the competitor's rate in my 2nd stay?
I mean if the term states stays within the same week and city will be treated as 1 claim,, then shouldnt all claims for stays within the same week and city get 20% off?
This is just for future reference and hypothetical question. Thanks
MG?
Hi supatight80,
Please note, that multiple claims for multiple rooms at the same Starwood Hotel on the same night or on two or more nights in the same week may be treated as one claim for one stay, even if booked through one or more reservations. Should multiple claims be processed as one claim, then there is only one reward issued.
Feel free to reach out via PM or email if you should have further questions.
Best regards,
Alice Kons
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jan 20, 2015, 7:38 am
#116
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,789
Please note, that multiple claims for multiple rooms at the same Starwood Hotel on the same night or on two or more nights in the same week may be treated as one claim for one stay, even if booked through one or more reservations. Should multiple claims be processed as one claim, then there is only one reward issued.
Jan 21, 2015, 8:42 am
#117
Join Date: Mar 2012
Posts: 174
Quick check - anybody else experiencing Internal Server Error - Read for the past few hours when trying to submit a claim??
Using Safari & FF on 10.10
Using Safari & FF on 10.10
Jan 21, 2015, 11:59 am
#118
Join Date: Aug 2014
Location: HK
Programs: SPG Platinum, BW Diamond, TK Elite
Posts: 380
23 hrs now. Emailed again 1 hour ago. No response. Called twice. Voicemail.
Is it SPG normal practice to wait for a long time and cross the finger the competitor match SPG price and not to offer 20% discount?
Updated. Just called the 800 number and talked to an agent after 24 hrs and 20 min. They said that they are working hard to process the claim. There are still 25 claims ahead of mine. They will get to mine when they get to mine.
Update 2:
after 28 hours.
Arrival Date: February 13, 2015
Departure Date: February 15, 2015
Room Type: Junior Suite (one room for one adult)
Starwood Brand Web Site Room Rate: EUR418+tax
Company Room Provider: Priceline
Competing rate: USD$315.60 (+tax)
Actual confirmed rate: 235.20 EUR including VAT, per night (294.00 EUR less 20%)
Is it SPG normal practice to wait for a long time and cross the finger the competitor match SPG price and not to offer 20% discount?
Updated. Just called the 800 number and talked to an agent after 24 hrs and 20 min. They said that they are working hard to process the claim. There are still 25 claims ahead of mine. They will get to mine when they get to mine.
Update 2:
after 28 hours.
Arrival Date: February 13, 2015
Departure Date: February 15, 2015
Room Type: Junior Suite (one room for one adult)
Starwood Brand Web Site Room Rate: EUR418+tax
Company Room Provider: Priceline
Competing rate: USD$315.60 (+tax)
Actual confirmed rate: 235.20 EUR including VAT, per night (294.00 EUR less 20%)
Jan 21, 2015, 12:05 pm
#119
Join Date: Aug 2014
Location: HK
Programs: SPG Platinum, BW Diamond, TK Elite
Posts: 380
I just got a deny.....the reason is.....conversion rate......
=================
I have reviewed the rates for an Executive Club at the Sheraton Towers Singapore for the dates of your claim, on our website I found a rate of 313.17 SGD per night, plus taxes and service charge which is lower than the rate of 317.05 SGD (1838.75 HKD) per night, plus taxes and service charge found on expedia.com.hk. Since the rate is lower on our website, I am not able to approve your claim. Mr. Wong, for your convenience, I have created this live link for you where you can access our most up to date best available rates.
=================
First of all, HKD 1838.75......is about SGD 296, even with fluctuations, it wouldn't go beyond SGD 300....and they deny my claim based on this, and not to mention the original rate posted on SPG website was 318 (to be exact, 317.5) but not 313.17....
I've just sent back some screen shots to CS, dunno how long I have to wait....
=================
I have reviewed the rates for an Executive Club at the Sheraton Towers Singapore for the dates of your claim, on our website I found a rate of 313.17 SGD per night, plus taxes and service charge which is lower than the rate of 317.05 SGD (1838.75 HKD) per night, plus taxes and service charge found on expedia.com.hk. Since the rate is lower on our website, I am not able to approve your claim. Mr. Wong, for your convenience, I have created this live link for you where you can access our most up to date best available rates.
=================
First of all, HKD 1838.75......is about SGD 296, even with fluctuations, it wouldn't go beyond SGD 300....and they deny my claim based on this, and not to mention the original rate posted on SPG website was 318 (to be exact, 317.5) but not 313.17....
I've just sent back some screen shots to CS, dunno how long I have to wait....
Jan 21, 2015, 12:51 pm
#120
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682