Jan 1, 2018, 7:21 am
Last edit by: Starwood Lurker
Signed-in FT members with 90 days / 90 posts can edit this Wikipost.
POSTING FORMAT
Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Competing Rate:
Competing Web Site:
Comments:
FAQ
What is the Best Rate Guarantee (BRG)?
If a lower rate at an SPG Hotel is made available on a non-SPG website or non-SPG mobile application, upon its receipt of a claim that satisfies these Best Rate Guarantee terms and conditions, SPG will honor that Competing Rate and provide the individual that submitted the valid claim one of the following rewards: (1) an additional 25% discount off the Competing Rate (20% for Design Hotels) 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).
What should I do if my claim is successful?
Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
How do I view my reservation after my BRG has been approved?
• 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
• Cancellation/Deposit Policies and amenities must match on both websites to be valid
• 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 the next lowest category of room and must include the cancel/deposit polices and amenities you are wanting- if your claim is approved the room type in the booking will remain what is booked.
• 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)
• You must book and submit a claim for the room type, cancel policy, deposit policy and amenities you are comparing. If you a flexible rate on SPG.com, they will look for a flexible rate when processing your claim, even if a lower rate for non-cancellable is available.
• You cannot BRG with a flexible rate against a prepaid rate. All information must be the same on both websites and the claim will be denied.
• 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 no room available with the same amenities, it will be denied.
• Room types must be the same for a BRG.
• If you are booking and comparing rates for a non-refundable booking, note that you are responsible for any and all charges including cancellation charges, even if the claim is not approved
• 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 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.
• The cancel policy of an approved claim will be the same as what was booked and approved. It will no longer default to flexible.
• 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 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 for that room type to help clarify.
• If you find availability on a third party website/app but there is no availability on the Starwood Website, then this claim cannot be submitted as you must have a valid reservation to submit a claim. If it is submitted somehow without a reservation, the claim will not be processed as a valid Starwood reservation is required.
• 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
Marriott may deny claims where the difference between the comparison rate and the Marriott rate is less than $1. Rate disparities primarily attributable to fluctuations and/or differences in currency exchange rates are excluded from the guarantee.
Link to T&C
https://www.starwoodhotels.com/bestrate/terms.html
POSTING FORMAT
Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Competing Rate:
Competing Web Site:
Comments:
FAQ
What is the Best Rate Guarantee (BRG)?
If a lower rate at an SPG Hotel is made available on a non-SPG website or non-SPG mobile application, upon its receipt of a claim that satisfies these Best Rate Guarantee terms and conditions, SPG will honor that Competing Rate and provide the individual that submitted the valid claim one of the following rewards: (1) an additional 25% discount off the Competing Rate (20% for Design Hotels) 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).
What should I do if my claim is successful?
- Re-confirm 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 they have not posted, then contacted the BRG team to get it posted.
Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
How do I view my reservation after my BRG has been approved?
- Log into your SPG account.
- Click on your stays to view your current reservation.
- Click on "Set Stay Preferences" link for the BRG reservation, 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.
- Follow the steps as outlined under: How do I view my reservation after my BRG has been approved?
- At the end of this process, you should be able to select "Apply SNA to this Stay" from within your stays page.
• 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
• Cancellation/Deposit Policies and amenities must match on both websites to be valid
• 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 the next lowest category of room and must include the cancel/deposit polices and amenities you are wanting- if your claim is approved the room type in the booking will remain what is booked.
• 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)
• You must book and submit a claim for the room type, cancel policy, deposit policy and amenities you are comparing. If you a flexible rate on SPG.com, they will look for a flexible rate when processing your claim, even if a lower rate for non-cancellable is available.
• You cannot BRG with a flexible rate against a prepaid rate. All information must be the same on both websites and the claim will be denied.
• 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 no room available with the same amenities, it will be denied.
• Room types must be the same for a BRG.
• If you are booking and comparing rates for a non-refundable booking, note that you are responsible for any and all charges including cancellation charges, even if the claim is not approved
• 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 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.
• The cancel policy of an approved claim will be the same as what was booked and approved. It will no longer default to flexible.
• 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 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 for that room type to help clarify.
• If you find availability on a third party website/app but there is no availability on the Starwood Website, then this claim cannot be submitted as you must have a valid reservation to submit a claim. If it is submitted somehow without a reservation, the claim will not be processed as a valid Starwood reservation is required.
• 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
- BestDay
- Cancelon
- Ctrip (Known as MyTrip from Dec 2017)
- Elvoline
- HappyRooms
- Hoteling
- Hotelreservierung.de (according to BRG team 5 Sept 2017)
- 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 but it must be the lowest rate for the hotel and dates. 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 are not included in the comparasin
- 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.
- 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.
Differing currencies
Marriott may deny claims where the difference between the comparison rate and the Marriott rate is less than $1. Rate disparities primarily attributable to fluctuations and/or differences in currency exchange rates are excluded from the guarantee.
Link to T&C
https://www.starwoodhotels.com/bestrate/terms.html
SPG Best Rate Guarantee (BRG) 2018: Success, failure & discussion thread
May 26, 2018, 8:58 am
#646
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I totally agree with you on that. The ability to compare against OTAs’ flexible rates opens up a whole new world of possibilities which the BRG program didn’t allow.
I am however worried about this sentence on the new T&Cs:
When multiple rates for the same hotel, reservation dates, and room type are available through a Marriott channel you must reserve the lowest rate for that room type to be eligible for the guarantee.
If this means we’ll have to book the lowest available rate regardless of cancellation and deposit policies then, yes, brg’ing for Marriott properties is now over.
Last edited by X-ON; May 26, 2018 at 10:32 am
May 26, 2018, 10:40 am
#647
Suspended
Join Date: Sep 2017
Posts: 301
So far they have merged the rules, not the reply times...
May 26, 2018, 3:43 pm
#648
Join Date: Jan 2014
Posts: 573
We can forget BRG's to Westin Cancun hotels ??
' The Look No Further Best Rate Guarantee does not apply to Tribute Portfolio Homes, Sheraton Vacation Club, Westin Vacation Club, or any other properties/units owned or managed by Vistana Signature Experiences, Inc., its subsidiaries and its affiliates.'
' The Look No Further Best Rate Guarantee does not apply to Tribute Portfolio Homes, Sheraton Vacation Club, Westin Vacation Club, or any other properties/units owned or managed by Vistana Signature Experiences, Inc., its subsidiaries and its affiliates.'
Last edited by HHQX888; May 26, 2018 at 11:20 pm Reason: Vistana hotels
May 26, 2018, 4:42 pm
#649
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
She said they have nothing in the queue for the old rules right now, but new claims are taking much longer due to having to verify cancel policies
The Sky don't necessary need to fall ... it depends if some leeway are are given with respect to the interpretation of the cancellation rules in my experience with LNF flexible booking conditions does not need to be met verbatim .... I actually have had pretty good success with LNF given that many OTA have marginally higher rate for flexible rates while on marriott.com the premium for flexibility is much higher ... If no leeway is given well then we are going down the Hyatt route ... god help us all... but let us all be positive at least for now ...
They got rid of Marriotts awesome policy of allowing same day check in claims and guaranteeing a 4 hour reply; now it's 24 hours before check in like SPG
Even worse, the new rules guarantee a reply within 24 hours. I submitted under new rules and its been more than 24 hours without reply. No supervisors are available when you call due to the holiday weekend
How stupid can they be to make massive changes on the Friday before a holiday weekend when staffing is short? And why not just do it 8/1? Right now Marriott gives me 24 hours to cancel a prepaid rate...SPG BRG line is claiming they won't allow that until the reservation systems merge on 8/1 or after
I've never had Marriott miss the 24 hour cutoff. Ever ever ever. I would encourage more to call and complain and ask for a Supervisor; bottom line, they should either allow free cancel on spg.com until midnight the next day, like SPG, or roll back these changes until they can
May 26, 2018, 4:57 pm
#650
Join Date: Mar 2010
Posts: 1,324
I totally agree with you on that. The ability to compare against OTAs’ flexible rates opens up a whole new world of possibilities which the BRG program didn’t allow.
I am however worried about this sentence on the new T&Cs:
When multiple rates for the same hotel, reservation dates, and room type are available through a Marriott channel you must reserve the lowest rate for that room type to be eligible for the guarantee.
If this means we’ll have to book the lowest available rate regardless of cancellation and deposit policies then, yes, brg’ing for Marriott properties is now over.
May 26, 2018, 5:02 pm
#651
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
I heard a couple of days ago that a SPG brg rule change or some type of merge with Marriott lnf could happen at anytime but didn't think it was going to start happening yesterday. With respect to "brg'ing for Marriott is now over" It may not be because on the Marriott side you can cancel within 24 hours which means until late the next day ofter booking. Since lnf has a fast response time you could cancel reservation if your claim is denied.
The phone rep said the BRG and LNF program now share a unified set of T&Cs, and it does list spg.com as a marriott channel, but it's unfortunate they haven't ported the 24 hour cancel rule over yet.
it's also sad they said they'd reply within 24 instead of 48 hours as spg is particularly bad at being timely
May 26, 2018, 6:40 pm
#652
Suspended
Join Date: Sep 2017
Posts: 301
I heard a couple of days ago that a SPG brg rule change or some type of merge with Marriott lnf could happen at anytime but didn't think it was going to start happening yesterday. With respect to "brg'ing for Marriott is now over" It may not be because on the Marriott side you can cancel within 24 hours which means until late the next day ofter booking. Since lnf has a fast response time you could cancel reservation if your claim is denied.
Unless having the LNF claim approved means that flexible cancellation terms will be applied to the booking, I see no point in submitting a claim on a prepaid booking. Rather, save for very exceptional circumstances, I see no point in making a prepaid booking at all. I almost always book months in advance and enjoy the freedom of being able to change plans.
May 26, 2018, 9:30 pm
#653
Join Date: Nov 2012
Location: ZRH
Programs: QR Gold / M&M FTL / Marriott Bonvoy Titanium
Posts: 653
If I remember well LNF Marriott we can now BRG a SPG rate without be logged as member ?
So we do not need to book the SPG member rates, but the public rates who are obviously more expensive.
Somebody can confirm that ?
So we do not need to book the SPG member rates, but the public rates who are obviously more expensive.
Somebody can confirm that ?
May 26, 2018, 11:18 pm
#654
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
I think Loyalty Lobby summed it up best!
Marriott here has implemented the worst from both Marriott’s and SPG’s Best Rate Guarantee programs and calls it “one of the best”.
May 27, 2018, 12:27 am
#655
Join Date: Mar 2015
Location: YVR
Posts: 1,081
Just to clarify my understanding of the new rules.
If I book a refundable reservation, I HAVE to BRG/LNF a refundable rate on third party website with the same rules?
We can longer book a refundable reservation, BRG/LNF a non-refundable rate on third party (which is lower than SPG's non-refundable rate)? Is there an option to book refundable, but ask to match against non-refundable?
I am perfectly OK with my rate being changed to non-refundable, if that's what I'm BRG/LNF against, IF my claim is approved.
Sounds like we now have to gamble on whether our claims will be approved, and if not, we're on the hook for the booking?
I always book non-refundable rates, as my plans rarely, if ever change, and paying the premium for flexible rates is not worth it for me.
If I book a refundable reservation, I HAVE to BRG/LNF a refundable rate on third party website with the same rules?
We can longer book a refundable reservation, BRG/LNF a non-refundable rate on third party (which is lower than SPG's non-refundable rate)? Is there an option to book refundable, but ask to match against non-refundable?
I am perfectly OK with my rate being changed to non-refundable, if that's what I'm BRG/LNF against, IF my claim is approved.
Sounds like we now have to gamble on whether our claims will be approved, and if not, we're on the hook for the booking?
I always book non-refundable rates, as my plans rarely, if ever change, and paying the premium for flexible rates is not worth it for me.
May 27, 2018, 1:15 am
#656
Join Date: May 2013
Location: Seoul, KR
Programs: MAR Titanium, HH Gold
Posts: 572
Just to clarify my understanding of the new rules.
If I book a refundable reservation, I HAVE to BRG/LNF a refundable rate on third party website with the same rules?
We can longer book a refundable reservation, BRG/LNF a non-refundable rate on third party (which is lower than SPG's non-refundable rate)? Is there an option to book refundable, but ask to match against non-refundable?
I am perfectly OK with my rate being changed to non-refundable, if that's what I'm BRG/LNF against, IF my claim is approved.
Sounds like we now have to gamble on whether our claims will be approved, and if not, we're on the hook for the booking?
I always book non-refundable rates, as my plans rarely, if ever change, and paying the premium for flexible rates is not worth it for me.
If I book a refundable reservation, I HAVE to BRG/LNF a refundable rate on third party website with the same rules?
We can longer book a refundable reservation, BRG/LNF a non-refundable rate on third party (which is lower than SPG's non-refundable rate)? Is there an option to book refundable, but ask to match against non-refundable?
I am perfectly OK with my rate being changed to non-refundable, if that's what I'm BRG/LNF against, IF my claim is approved.
Sounds like we now have to gamble on whether our claims will be approved, and if not, we're on the hook for the booking?
I always book non-refundable rates, as my plans rarely, if ever change, and paying the premium for flexible rates is not worth it for me.
May 27, 2018, 1:17 am
#657
Join Date: May 2013
Location: Seoul, KR
Programs: MAR Titanium, HH Gold
Posts: 572
May 27, 2018, 3:46 am
#658
Join Date: May 2013
Location: Seoul, KR
Programs: MAR Titanium, HH Gold
Posts: 572
I do really feel the sky is falling.
When it comes to refundable-refundable comparison, now SPG BRG desk denies claims if competing rates require any sort of prepayment or deposit. This really hurts as many of GOOD 3rd party websites usually require prepayment (but fully refundable).
There is no specific term about prepayment/despot in the revised T&C so this indicates little leeway at the BRG desk.
Any thoughts or counterexamples?
Thanks
When it comes to refundable-refundable comparison, now SPG BRG desk denies claims if competing rates require any sort of prepayment or deposit. This really hurts as many of GOOD 3rd party websites usually require prepayment (but fully refundable).
There is no specific term about prepayment/despot in the revised T&C so this indicates little leeway at the BRG desk.
Any thoughts or counterexamples?
Thanks
May 27, 2018, 6:33 am
#659
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I do really feel the sky is falling.
When it comes to refundable-refundable comparison, now SPG BRG desk denies claims if competing rates require any sort of prepayment or deposit. This really hurts as many of GOOD 3rd party websites usually require prepayment (but fully refundable).
There is no specific term about prepayment/despot in the revised T&C so this indicates little leeway at the BRG desk.
Any thoughts or counterexamples?
Thanks
When it comes to refundable-refundable comparison, now SPG BRG desk denies claims if competing rates require any sort of prepayment or deposit. This really hurts as many of GOOD 3rd party websites usually require prepayment (but fully refundable).
There is no specific term about prepayment/despot in the revised T&C so this indicates little leeway at the BRG desk.
Any thoughts or counterexamples?
Thanks
Last edited by X-ON; May 27, 2018 at 6:42 am
May 27, 2018, 6:48 am
#660
Join Date: May 2013
Location: Seoul, KR
Programs: MAR Titanium, HH Gold
Posts: 572
That is inconsistent with how I used LNF on Marriott properties in the past. I have previously used LNF sucessfully vs OTA free cancellation rates where the whole amount is charged upfront but returned to you if you cancel x days before arrival ... and the x days was not the same as the flex rate I booked on marriott.com. If we end up with different interpretations of the same T&C depending if your LNF claim ends up being processed by a SPG legacy team or not I call amateur hour ...really MAR what are you doing?
"...We will now compare the room type, amenities, deposits and cancellation policies..."
"...I was unable to locate the same deposit..."
"...this website charges a fee of XX to modify or cancel a reservation as well as a prepayment for an entire reservation..."