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SPG Best Rate Guarantee (BRG) 2017: Success, failure & discussion thread

Old Jan 1, 2017, 9:36 am
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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:
  • 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

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


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.
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SPG Best Rate Guarantee (BRG) 2017: Success, failure & discussion thread

 
Old Mar 21, 2017, 12:36 pm
  #316  
 
Join Date: Mar 2007
Location: Germany
Programs: Marriott Plat., HHonors gold, IHG Plat., Accor gold, IC Amb, Hertz #1 club, Sixt plat.
Posts: 359
Originally Posted by donotblink
I've been waiting more than 4 days for a German language specialist. I haven't even checked, not sure if the claim is still valid.
... same here, waited more than 4 days.... of course the price changed during such a long time. Not sure what happended to the German speaking BRG specialists, they used to be extremely good
krausolany is offline  
Old Mar 21, 2017, 12:54 pm
  #317  
 
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,215
Originally Posted by krausolany
... same here, waited more than 4 days.... of course the price changed during such a long time. Not sure what happended to the German speaking BRG specialists, they used to be extremely good
They just got back to me today and it was gone. I resubmitted the claim against an Irish website.
donotblink is online now  
Old Mar 21, 2017, 12:59 pm
  #318  
FlyerTalk Evangelist
 
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,461
This is not a complaint against BRG yet some third party websites seem to have resorted to very short term flash sales. I noticed some have had repeated flash sales lasting only hours which make BRG impossible. Perhaps we can file BRG when flash sales are not on hoping to hit flash sales when BRG team gets around to validate it? No, I have not tried it.
TerryK is offline  
Old Mar 21, 2017, 1:14 pm
  #319  
 
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Originally Posted by donotblink
They just got back to me today and it was gone. I resubmitted the claim against an Irish website.
Sorry to hear this. I submitted two claims this evening and to think about I've to wait at least four days is like forever in the world of BRGs.

The german team has been before top notch when it comes to BRG-claims, very fast, polite and friendly. Germans work very fast and efficient so the only reason I can see is that Starwood isn't paying well enough. Hope they will solve this asap. Guess they have hired some side kicks in the meantime.

If able to choose between german and french on the 3rd party I can recommend the french team. The spanish team is slow and difficult and usually wait for the 47th-48th hour so the deal will be gone by then but have some good experience by the french team.
joakgarp is offline  
Old Mar 21, 2017, 4:02 pm
  #320  
 
Join Date: Aug 2008
Posts: 1,470
Originally Posted by joakgarp
...The german team has been before top notch when it comes to BRG-claims, very fast, polite and friendly....If able to choose between german and french on the 3rd party I can recommend the french team. The spanish team is slow and difficult and usually wait for the 47th-48th hour so the deal will be gone by then but have some good experience by the french team.
How do you select where your BRG claim gets processed if the competing site is in English? By trying to go the respective language sites? spg.es did resolve to a valid site but I did not get very far with either spg.de or spg.fr

If you (or anyone else) has the site for filing a BRG claim in German or French, could you please post it here
shonamac is offline  
Old Mar 21, 2017, 4:07 pm
  #321  
 
Join Date: Aug 2008
Posts: 1,470
Questions about SPG BRG

I do not have much experience in filing BRG claims with SPG and would appeciate some guidance:

If I have a rate at a non-US hotel that is $100 + $18 tax on the SPG site for the room only, whereas it is $103 including tax and breakfast at a competing site, what is the best way of flagging this to the BRG desk (I am assuming they are unwilling or unable to read the 'Comments' field)?

There are numerous complaints on this thread about the BRG desk not replying within 24 hours. What is the best way of nudging them to respond and when should one do that?

Last edited by shonamac; Mar 21, 2017 at 4:08 pm Reason: spelling
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Old Mar 21, 2017, 5:17 pm
  #322  
 
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,114
Originally Posted by TinDrum
I do not have much experience in filing BRG claims with SPG and would appeciate some guidance:

If I have a rate at a non-US hotel that is $100 + $18 tax on the SPG site for the room only, whereas it is $103 including tax and breakfast at a competing site, what is the best way of flagging this to the BRG desk (I am assuming they are unwilling or unable to read the 'Comments' field)?

There are numerous complaints on this thread about the BRG desk not replying within 24 hours. What is the best way of nudging them to respond and when should one do that?
Never had a problem. Book the flexible rate with breakfast on SPG. Add in the comments that breakfast is included and you should be good. Difficult to escalate apart from calling them.
ExpatSomchai is offline  
Old Mar 21, 2017, 5:54 pm
  #323  
 
Join Date: Aug 2008
Posts: 1,470
Originally Posted by ExpatSomchai
...Difficult to escalate apart from calling them.
What number should one call?
shonamac is offline  
Old Mar 21, 2017, 5:59 pm
  #324  
Moderator: Hyatt; FlyerTalk Evangelist
 
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,819
Originally Posted by TinDrum
What number should one call?
​​​​​​
From the thread wiki at the top of the page:

"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."
Zorak is offline  
Old Mar 21, 2017, 10:23 pm
  #325  
 
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Originally Posted by TinDrum
How do you select where your BRG claim gets processed if the competing site is in English? By trying to go the respective language sites? spg.es did resolve to a valid site but I did not get very far with either spg.de or spg.fr

If you (or anyone else) has the site for filing a BRG claim in German or French, could you please post it here
For instance spanish, choose spanish on 2nd page of brg claim form. The claim form is still in english. No need to go to spg.es


​​​​​​
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joakgarp is offline  
Old Mar 22, 2017, 1:40 am
  #326  
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Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,598
Hotel Name: sheraton jfk airport hotel....
Dates: 1 night in june....
Number of Rooms: 1....
Number of Guests: 2....
Room Type: traditional room....
Starwood Web Site Rate: $209.00 + taxes per night....
Competing Website: ....
Competing rate: $174.68 + taxes per night....
BRG Reward: 20% off....
Actual confirmed rate: $139.74 + taxes per night....
Comments: wait times are still pretty long....even this claim took about 48 hours....
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Old Mar 22, 2017, 1:43 am
  #327  
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Join Date: Apr 2009
Location: India
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Posts: 29,598
Originally Posted by TinDrum
I am assuming they are unwilling or unable to read the 'Comments' field?
they are very willing & able to read the 'comments' field....i use the comments field for 90% of my claims & they always respond after having read that....
Keyser is online now  
Old Mar 22, 2017, 3:10 am
  #328  
 
Join Date: Feb 2010
Location: Nottingham, UK
Programs: Skyteam Silver, BA Bronze
Posts: 115
Hotel Name: Westin Las Vegas
Arrival Date: 2nd October 17
Departure Date: 6th October 17
Number of Rooms:1
Number of Guests:1
Room Type: Premium with Strip view
Starwood Brand Web Site Room Rate:
Company Room Provider: SPG at $169.00 per night
Other Company Room Provider: Hotels.com
Competing rate: $101.40
Comments:

Successful claim at rate-20% means a pay rate of $81.12 plus tax (and resort fees)
dukesy is offline  
Old Mar 22, 2017, 10:44 am
  #329  
 
Join Date: Sep 2015
Posts: 33
Hotel Name: The Westin Hamburg, Germany
Arrival Date : 08/XX/2017, 1 night
Number of Adults :3
Number of Rooms : 1
Room Type On Reservation: Deluxe city panorama room, non-smoking
Rate On Reservation : EUR 420.0 : rate include 1 adult rollaway at 75 euros per night
Competing Website : ...
Competing rate : EUR 323
Actual confirmed rate: 258.4 EUR tax included without breakfast (323-20%)

Comment: my first claim got denied due to CS rep miscalculation of third person charges. Started again from scratch with a french comparison website, was accepted within 24h by the french-speaking team. Very happy !
Melimelo88 is offline  
Old Mar 22, 2017, 12:57 pm
  #330  
 
Join Date: Sep 2013
Location: LAX
Programs: Delta PM Hyatt Diamond SPG Plat Marriott Plat
Posts: 100
Hotel Name: W Los Angeles - West Beverly Hills
Arrival Date : March 2017 , 1 night
Number of Adults :1
Number of Rooms : 1
Room Type On Reservation: Wonderful Studio
Rate On Reservation : $312.55
Competing Website : prestigia
Competing rate : $ 224.57
Actual confirmed rate: $230.92 * 0.8 = $184.74

Comment: i think it's a pretty decent rate for the W for a weekend stay
Giroud is offline  

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