Last edit by: margarita girl
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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.
• The rate you submit the BRG against must be a rate that is available to the general public. SPG will deny member only rates from 3rd party websites.
• 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. There are a few exceptions where properties impose stricter cancellation term based on competing rates.
• 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
How to add a SNA to a BRG reservation
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.
• The rate you submit the BRG against must be a rate that is available to the general public. SPG will deny member only rates from 3rd party websites.
• 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. There are a few exceptions where properties impose stricter cancellation term based on competing rates.
• 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 (Known as MyTrip from Dec 2017)
- Elvoline
- HappyRooms
- Hoteling
- HotelsClick (Some rates on request, some instant)
- Ostrovok
- Roomertravel
- Laterooms (according to BRG team 24 Oct 2016)
- Hotelius (according to BRG team 21 Sept 2017)
- Zenhotels (according to BRG team 10 Nov 2017)
- Travelbag (according to BRG team 22 Dec 2017)
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.
- If you need to BRG Design Hotels for Double or higher occupancy.
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 view your reservation after BRG has been approved- The BRG will be processed for a single occupant, even if the rate does not change for more than one occupant. You must book the actual number of occupants intended. Effectively, you can only BRG for single occupant unless double rate happens to be the same as single. It is not possible to BRG if double rate is higher than single. No modification to occupancy is allowed if BRG is approved. If you submit with single rate, you will be stuck with single room; if you submit with double rate and single rate is lower, it will be automatically denied irrespective of competing rates.
- Log into your SPG account
- Click on your stays to view your current reservation
- Click on "Set Stay Preferences", then SAVE
- Refresh your stays page and the reservation should be visible again. You may need to repeat this step if the hotel touches your reservation. If you apply for Your24, you will not be able to view the reservation details.
How to cancel 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 "Set Stay Preferences" link for the BRG reservation, then SAVE
• reload the page and you should now be able to cancel the reservation
• Click on your stays to view our your current reservation
• Look for your BRG reservation and click on "Set Stay Preferences" link for the BRG reservation, then SAVE
• reload the page and you should now be able to cancel the reservation
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 "Set Stay Preferences" link for the BRG reservation, then SAVE
• reload the page and you should now be able to select "apply SNA to this stay" link
• Click on your stays to view our your current reservation
• Look for your BRG reservation and click on "Set Stay Preferences" link for the BRG reservation, then SAVE
• reload the page and you should now be able to 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) 2017: Success, failure & discussion thread
#226
FlyerTalk Evangelist
Join Date: Jun 2007
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Posts: 15,521
If you've done a Your24, updating your preferences won't work. On a few occasions (very rare), I haven't been able to bring back the reservation, so maybe you've run into one of those.
#227
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
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Interesting, because in January I asked as part of a BRG email conversation and was told "It disappoints me to advise claims cannot be processed over the phone." Or does this hinge on the semantics of "processed", new claim vs. calling about a rejected claim, etc.
#228
Join Date: Jan 2013
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Agent is correct. They wont process claims over the phone. But you can certainly call to discuss about a rejected claim or if over 48 hours, why claim hasnt been processed
#229
Moderator: Hyatt; FlyerTalk Evangelist
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#230
Join Date: Dec 2004
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Posts: 2,526
Thanks. I noticed this too. But I have 3 brgs right now that I have not been able to view or update right from the minute they were approved.
#231
FlyerTalk Evangelist
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i've been having another problem with the india team....a lot of 3rd party websites classify the base room as a standard room as opposed to a traditional room or aloft room or classic room, etc on the spg website....in this situation the india team always denies my brg even though the rate is lower than the lowest rate available on spg.com....
#232
Original Poster
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Posts: 5,207
i've been having another problem with the india team....a lot of 3rd party websites classify the base room as a standard room as opposed to a traditional room or aloft room or classic room, etc on the spg website....in this situation the india team always denies my brg even though the rate is lower than the lowest rate available on spg.com....
#233
FlyerTalk Evangelist
Join Date: Apr 2009
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#234
FlyerTalk Evangelist
Join Date: Apr 2009
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Hotel Name: aloft bwi baltimore washington international airport ....
Dates: 1 night in august....
Number of Rooms: 1....
Number of Guests: 1....
Room Type: aloft room....
Starwood Web Site Rate: $141.55 + taxes per night....
Competing Website: www.getaroom.com via www.hotelscombined.com....
Competing rate: $94.20 + taxes per night....
BRG Reward: 2k points....
Actual confirmed rate: $98.92 + taxes per night....
Comments: the claim took over 24 hours to get approved by the team in india....i filed this on friday evening & got the reply on sunday morning....the rate on the 3rd party website was $94.20 when i filed the claim & actually fell to $91.40 at the time the claim was approved....so i have no idea where the indian brg team came up with the $98.92 rate....
Dates: 1 night in august....
Number of Rooms: 1....
Number of Guests: 1....
Room Type: aloft room....
Starwood Web Site Rate: $141.55 + taxes per night....
Competing Website: www.getaroom.com via www.hotelscombined.com....
Competing rate: $94.20 + taxes per night....
BRG Reward: 2k points....
Actual confirmed rate: $98.92 + taxes per night....
Comments: the claim took over 24 hours to get approved by the team in india....i filed this on friday evening & got the reply on sunday morning....the rate on the 3rd party website was $94.20 when i filed the claim & actually fell to $91.40 at the time the claim was approved....so i have no idea where the indian brg team came up with the $98.92 rate....
#235
Join Date: Jan 2015
Programs: SPG Plat, Marriott Plat, Hilton Diamond, United Premier Silver
Posts: 208
Hotel Name: aloft bwi baltimore washington international airport ....
Dates: 1 night in august....
Number of Rooms: 1....
Number of Guests: 1....
Room Type: aloft room....
Starwood Web Site Rate: $141.55 + taxes per night....
Competing Website: www.getaroom.com via www.hotelscombined.com....
Competing rate: $94.20 + taxes per night....
BRG Reward: 2k points....
Actual confirmed rate: $98.92 + taxes per night....
Comments: the claim took over 24 hours to get approved by the team in india....i filed this on friday evening & got the reply on sunday morning....the rate on the 3rd party website was $94.20 when i filed the claim & actually fell to $91.40 at the time the claim was approved....so i have no idea where the indian brg team came up with the $98.92 rate....
Dates: 1 night in august....
Number of Rooms: 1....
Number of Guests: 1....
Room Type: aloft room....
Starwood Web Site Rate: $141.55 + taxes per night....
Competing Website: www.getaroom.com via www.hotelscombined.com....
Competing rate: $94.20 + taxes per night....
BRG Reward: 2k points....
Actual confirmed rate: $98.92 + taxes per night....
Comments: the claim took over 24 hours to get approved by the team in india....i filed this on friday evening & got the reply on sunday morning....the rate on the 3rd party website was $94.20 when i filed the claim & actually fell to $91.40 at the time the claim was approved....so i have no idea where the indian brg team came up with the $98.92 rate....
#236
FlyerTalk Evangelist
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its strange though because the taxes amount that getaroom is charging is 13% which is in line with what spg is displaying as well....
#237
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Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
Two BRG Claims for One Reservation
Has anyone tried submitting two BRG claims against one reservation?
Some BRG claims were mysterious denied as BRG team cannot find the rate or the rate disappeared when BRG gets around to validate it. If I find two separate lower rates on two third party websites, can I file two BRG claims against one reservation? I will be happy if either one of them is approved.
Some BRG claims were mysterious denied as BRG team cannot find the rate or the rate disappeared when BRG gets around to validate it. If I find two separate lower rates on two third party websites, can I file two BRG claims against one reservation? I will be happy if either one of them is approved.
#238
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
BRG Processing Sequence
Another mystery I noticed is sequencing of BRG claims.
I recently filed two different (unrelated) BRGs for two different properties. The claim filed a few hours later was responded to several hours earlier than other. How does BRG prioritization work? Both claims were for English websites.
BTW, after my praises about improved response time from BRG team, recent response time has fallen back to over 24 hours.
I recently filed two different (unrelated) BRGs for two different properties. The claim filed a few hours later was responded to several hours earlier than other. How does BRG prioritization work? Both claims were for English websites.
BTW, after my praises about improved response time from BRG team, recent response time has fallen back to over 24 hours.
Last edited by TerryK; Feb 28, 2017 at 5:15 pm
#239
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
Has anyone tried submitting two BRG claims against one reservation?
Some BRG claims were mysterious denied as BRG team cannot find the rate or the rate disappeared when BRG gets around to validate it. If I find two separate lower rates on two third party websites, can I file two BRG claims against one reservation? I will be happy if either one of them is approved.
Some BRG claims were mysterious denied as BRG team cannot find the rate or the rate disappeared when BRG gets around to validate it. If I find two separate lower rates on two third party websites, can I file two BRG claims against one reservation? I will be happy if either one of them is approved.
Were your denied claims handled by India per chance? Many people have reported problems that the Team there often cannot see many of the rates claimed.
#240
Join Date: Dec 2010
Posts: 28
Any tips for using reservations from hotels.com? I can't reference the SPG reservation number as it isn't shown on the site and credit card does not seem to find a match. Since they couldn't find the reservation, I got rejected.