Jan 1, 2016, 2:27 pm
Last edit by: Oxon Flyer
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
• If a room category is available on an external website but not on Starwood, you may still make a claim. You still need to make a booking with Starwood using any other category of room - if your claim is approved the room type in the booking will be modified to match the room type you are claiming for
• 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.
• Per the FAQ, "Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368." A human is available at this number beginning at 9am EST.
OTAs not eligible because they do not confirm instantly:
Special Conditions for BRG & Design Hotels
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
POSTING FORMAT
Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Company Room Provider:
Other Company Room Provider:
Competing rate:
Comments:
Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
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
• If a room category is available on an external website but not on Starwood, you may still make a claim. You still need to make a booking with Starwood using any other category of room - if your claim is approved the room type in the booking will be modified to match the room type you are claiming for
• 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.
• Per the FAQ, "Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368." A human is available at this number beginning at 9am EST.
OTAs not eligible because they do not confirm instantly:
- AsiaWeb
- Cancelon
- Ctrip
- Elvoline
- HappyRooms
- Hoteling
- HotelsClick (Some rates on request, some instant)
- Ostrovok
- Roomertravel
- Laterooms (according to BRG team 24 Oct 2016)
Special Conditions for BRG & Design Hotels
- You may only claim against the absolute lowest rate on SPG.com, for the date(s) in question.
- The rate must be the lowest on sale on SPG.com, and is regardless of the type of room you actually want, the number of occupants, cancellation policy and the amenities provided. In all likelihood this will mean you have to use a rate for a standard room, for 1 person, non-refundable and without any amenities.
- It is not necessary for the rate on the external website to match the SPG.com rate in any way including room type and number of occupants. The only requirement for a successful BRG claim is that the rate be lower than the lowest rate on SPG.com for the date(s) in question.
- As with normal BRG claims, you need to make a booking before submitting a claim. Since this will likely be a non-refundable booking, note that you are responsible for any and all charges including cancellation charges, even if the claim is not approved.
- Amenities that are included in the external website's rate but which are not included in the Starwood rate may or may not be provided.
- You will retain the category of room booked on SPG.com, even if the external website rate submitted for the claim refers to a different category of room. This is especially pertinent in situations where the hotel continues to sell lower categories of rooms on other websites, while not making them available on SPG.com. You will then be able to book a higher category of room on SPG.com, BRG the lower rate, and retain the higher category of room while paying the lower rate.
- The BRG will be processed for a single occupant, even if the rate does not change for more than one occupant. Your initial booking should also be only for one occupant. If you require a room for more than one, indicate this in the comments section. The BRG team will verify if additional charges are required for more than one occupant and the rate will be modified accordingly.
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
POSTING FORMAT
Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Company Room Provider:
Other Company Room Provider:
Competing rate:
Comments:
Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
SPG Best Rate Guarantee (BRG) 2016 : Success, failure & discussion thread
Apr 12, 2016, 7:18 pm
#406
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
I felt duped by this so called best rate guarantee banner and with little Internet search found am not the only one to be scammed by spg. Here is what happened - Booked through spg staff over phone a 4 night stay in NYC @217 per night and later on my husband found same room type same dates same hotel @194.65 on Priceline. Filed the claim online and with multiple back and forth emails from spg (most of them lies and standard management terms) they rejected the claim. Talked to a lady over phone and she realized the issue and said will get back. But same set of ridiculous statement. Not sure what to do now as am stuck with this stupid reservation, it is non refundable. Am diamond with Hilton and platinum with Marriott, that means have stayed with them quite a bit, but felt duped. Will try to avoid this chain, not sure why there is so much hype in the market! As long as you don't know of their hidden scams, it is like ignorance is bliss ...
Moreover, I see a pattern especially with NYC bookings- they over charge few weeks ahead of time and lowest rate few weeks before planned reservation is non refundable. As you approach the date, I see daily rate getting dropped. In my example it started at around 260 per night 5 weeks before, reduced to 212 around 3 weeks before, further reduced to 195 2 weeks before and today I see it is 184 per night. Same date, same room type same hotel. And all these lowest rates are non refundable !!
Moreover, I see a pattern especially with NYC bookings- they over charge few weeks ahead of time and lowest rate few weeks before planned reservation is non refundable. As you approach the date, I see daily rate getting dropped. In my example it started at around 260 per night 5 weeks before, reduced to 212 around 3 weeks before, further reduced to 195 2 weeks before and today I see it is 184 per night. Same date, same room type same hotel. And all these lowest rates are non refundable !!
However as you can see from this thread - skim most of the post if you have little time - but you will see that the SPG BRG program is one of the better ones out there. Good luck with Hilton (and I am also Diamond there) and Marriott (where I would rather bang my head against concrete than attempt their LNF program).
Now back to SPG BRG, most of my nights over the last 6-7 years have been using BRG nights (probably 180-200 nights) and I have had very little rejections (I might get 1 or 2 rejections, every 10 claims).
With respect to hotel rates "dropping". Well you reserved a rate that you were happy with - nobody is forcing you to book a rate you don't like. Truthfully prices can go up or down. Now if you booked non-refundable rates and they go up instead of going down, do you think the hotel will be emailing you and asking you to now pay the increased rate? Sometimes in this business of travel, you win some - you lose some but at the end of the day - nobody is forcing you to book anything.
Apr 12, 2016, 7:25 pm
#407
Join Date: Apr 2016
Posts: 3
Sorry for your negative experience.
However as you can see from this thread - skim most of the post if you have little time - but you will see that the SPG BRG program is one of the better ones out there. Good luck with Hilton (and I am also Diamond there) and Marriott (where I would rather bang my head against concrete than attempt their LNF program).
Now back to SPG BRG, most of my nights over the last 6-7 years have been using BRG nights (probably 180-200 nights) and I have had very little rejections (I might get 1 or 2 rejections, every 10 claims).
With respect to hotel rates "dropping". Well you reserved a rate that you were happy with - nobody is forcing you to book a rate you don't like. Truthfully prices can go up or down. Now if you booked non-refundable rates and they go up instead of going down, do you think the hotel will be emailing you and asking you to now pay the increased rate? Sometimes in this business of travel, you win some - you lose some but at the end of the day - nobody is forcing you to book anything.
However as you can see from this thread - skim most of the post if you have little time - but you will see that the SPG BRG program is one of the better ones out there. Good luck with Hilton (and I am also Diamond there) and Marriott (where I would rather bang my head against concrete than attempt their LNF program).
Now back to SPG BRG, most of my nights over the last 6-7 years have been using BRG nights (probably 180-200 nights) and I have had very little rejections (I might get 1 or 2 rejections, every 10 claims).
With respect to hotel rates "dropping". Well you reserved a rate that you were happy with - nobody is forcing you to book a rate you don't like. Truthfully prices can go up or down. Now if you booked non-refundable rates and they go up instead of going down, do you think the hotel will be emailing you and asking you to now pay the increased rate? Sometimes in this business of travel, you win some - you lose some but at the end of the day - nobody is forcing you to book anything.
Apr 12, 2016, 7:44 pm
#408
Join Date: Aug 2014
Posts: 736
Is there a list of sites that SPG BRG does not work for? I just got two denials - 1 for happyrooms and 1 for elvoline on the basis that neither websites have the ability to make a reservation???
"I have reviewed the rates for our XXX HOTEL for the dates of your claim. While rates may be seen on the website elvoline.com (even to the credit card window) we have been unable to confirm an actual reservation. Therefore elvoline.com does not provide the ability to make a reservation and is not valid for BRG claim processing."
"I have reviewed the rates for our XXX HOTEL for the dates of your claim. While rates may be seen on the website elvoline.com (even to the credit card window) we have been unable to confirm an actual reservation. Therefore elvoline.com does not provide the ability to make a reservation and is not valid for BRG claim processing."
Apr 13, 2016, 3:13 am
#409
Join Date: Jan 2014
Posts: 1,265
Thanks for the response. I understand all these rates variations across both hotel and airline industry as I started traveling more than 2 years back for work. That's why today when I talked over phone with their rep, I talked only about 194.65 rate not today's lowest 184. The problem I see is why are they not honoring the reservation made by their own rep over phone ?
I have no idea if you submitted a valid claim that was denied by any mistake but if that was the case, the rep surely will get back to you IMHO.
May I kindly suggest you to read the Wiki of this thread? Would have been much more useful than searching the internet for SPG BRG "scams" in your case @:-). You made a small mistake which will become very clear once you have read the Wiki.
Apr 13, 2016, 9:48 am
#410
Join Date: Sep 2015
Posts: 28
I have found an anomaly hotel(s).
These hotels are absent on a fair share of OTAs, possibly due to the country not being a very popular tourist spot. Whenever these hotels are found, they are the same prices on SPG or higher. I have fired a test price match before from a new OTA about 3 weeks ago. Today, I have found that the OTA has delisted the hotel completely from its website, upon calling the OTA, the agent on the phone told me that I would be able to book on that hotel despite it not being on the website. The rate is also far lower than on SPG.com!
How the **** can these hotels be so organized in their rates? AFAIK from the T&C, I do not think I can call a price match on a phone rate, despite the fact that anyone can really get that rate.
These hotels are absent on a fair share of OTAs, possibly due to the country not being a very popular tourist spot. Whenever these hotels are found, they are the same prices on SPG or higher. I have fired a test price match before from a new OTA about 3 weeks ago. Today, I have found that the OTA has delisted the hotel completely from its website, upon calling the OTA, the agent on the phone told me that I would be able to book on that hotel despite it not being on the website. The rate is also far lower than on SPG.com!
How the **** can these hotels be so organized in their rates? AFAIK from the T&C, I do not think I can call a price match on a phone rate, despite the fact that anyone can really get that rate.
Apr 13, 2016, 10:13 am
#411
Join Date: Apr 2016
Posts: 3
Afaik (based on your first post) SPG is honoring the rate you have booked (which was not 194.65! that was the Priceline competing rate for which your claim has been denied).
I have no idea if you submitted a valid claim that was denied by any mistake but if that was the case, the rep surely will get back to you IMHO.
May I kindly suggest you to read the Wiki of this thread? Would have been much more useful than searching the internet for SPG BRG "scams" in your case @:-). You made a small mistake which will become very clear once you have read the Wiki.
I have no idea if you submitted a valid claim that was denied by any mistake but if that was the case, the rep surely will get back to you IMHO.
May I kindly suggest you to read the Wiki of this thread? Would have been much more useful than searching the internet for SPG BRG "scams" in your case @:-). You made a small mistake which will become very clear once you have read the Wiki.
Apr 13, 2016, 1:53 pm
#412
Join Date: Aug 2014
Location: HK
Programs: SPG Platinum, BW Diamond, TK Elite
Posts: 380
I've got a problem, now the BRG requires us to have existing booking, but SPG website showing "full", while other 3rd party booking site are still having rooms available, what can I do?
Apr 13, 2016, 2:25 pm
#413
Join Date: Jan 2014
Posts: 1,265
In case of no availability on SPG, you can claim without having a booking. Those are by far the easiest ones.
Apr 14, 2016, 3:55 am
#414
Join Date: Jan 2014
Posts: 1,265
@Lurkers: I have sent you a PM and an email regarding a BRG claim.
Although I am very happy with the BRG desk assistance in general (for which I am grateful and I have expressed my happiness more than a few times on this board), I am having some issues with the approval of a claim for an upcoming reservation.
Could you please have a look into this? For some reason my claims were processed using a different competing website than filed (twice within 24 hours!) and there is also an issue regarding default/billing currency.
TIA!
Although I am very happy with the BRG desk assistance in general (for which I am grateful and I have expressed my happiness more than a few times on this board), I am having some issues with the approval of a claim for an upcoming reservation.
Could you please have a look into this? For some reason my claims were processed using a different competing website than filed (twice within 24 hours!) and there is also an issue regarding default/billing currency.
TIA!
Apr 14, 2016, 9:46 am
#415
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
@Lurkers: I have sent you a PM and an email regarding a BRG claim.
Although I am very happy with the BRG desk assistance in general (for which I am grateful and I have expressed my happiness more than a few times on this board), I am having some issues with the approval of a claim for an upcoming reservation.
Could you please have a look into this? For some reason my claims were processed using a different competing website than filed (twice within 24 hours!) and there is also an issue regarding default/billing currency.
TIA!
Although I am very happy with the BRG desk assistance in general (for which I am grateful and I have expressed my happiness more than a few times on this board), I am having some issues with the approval of a claim for an upcoming reservation.
Could you please have a look into this? For some reason my claims were processed using a different competing website than filed (twice within 24 hours!) and there is also an issue regarding default/billing currency.
TIA!
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 15, 2016, 6:58 pm
#416
Join Date: Jan 2015
Programs: SPG Plat, Marriott Plat, Hilton Diamond, United Premier Silver
Posts: 205
Forgive me if this question has been asked before... But is roomer.com an eligible site for BRG purposes?
Apr 15, 2016, 9:31 pm
#417
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
I did submit BRG for Westin Bangkok. As I am not sure if I need 2-3 rooms, I did make a 2 separate booking, one for 3 rooms and the other for 2 rooms.
The BRG was approved but they combined both claim and says only 3 rooms will get additional 20% as per t&c.
I have no issue with this but the problem now the combine both reservations. I wrote back and asked what happen if I cancel one of the reservation especially when I cancel the reservation with 3 rooms, will I get the 20% on those 2 rooms.
Suprisingly SPG came back and said the reservation cannot be change, aka I cannot even cancel one of the reservation, otherwise my BRG will be nullify.
I think this is very unfair (of course they can do whatever they want to do). I am fine they are imposing the max 3 rooms even on 2 seperate reservations, but shouldn't they honor the BRG as it is if I cancel one of those two reservations as they are the one combining it?
Any idea how to "secure" BRG when you still cannot decide number of rooms?
The BRG was approved but they combined both claim and says only 3 rooms will get additional 20% as per t&c.
I have no issue with this but the problem now the combine both reservations. I wrote back and asked what happen if I cancel one of the reservation especially when I cancel the reservation with 3 rooms, will I get the 20% on those 2 rooms.
Suprisingly SPG came back and said the reservation cannot be change, aka I cannot even cancel one of the reservation, otherwise my BRG will be nullify.
I think this is very unfair (of course they can do whatever they want to do). I am fine they are imposing the max 3 rooms even on 2 seperate reservations, but shouldn't they honor the BRG as it is if I cancel one of those two reservations as they are the one combining it?
Any idea how to "secure" BRG when you still cannot decide number of rooms?
Apr 16, 2016, 1:22 am
#418
Join Date: Sep 2012
Posts: 1,748
You should cancel everything now, and submit a BRG for 2 rooms and 1 room. 20% for both. Then when you decide if you need only 2 rooms you cancel the 1 room. Should have done it at the start :P
Apr 16, 2016, 6:40 am
#419
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Apr 16, 2016, 6:47 am
#420
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831