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 27, 2018, 8:35 pm
#676
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
They are looking at the specific time to cancel now to match.
The new T&Cs do NOT state this. It just says rate type needs to match - Marriott in the past for LNF has said it just needs to match either "nonredundable" or "flexible" - the date and time of flexibility don't matter
SPG agents I spoke to yesterday said Marriott trained them to be this precise about it. She mentioned hearing negative things and this website and encouraged everyone to call the BRG line, ask for a Supervisor, and file a complaint
They are claiming this is how they were trained.
!
The new T&Cs do NOT state this. It just says rate type needs to match - Marriott in the past for LNF has said it just needs to match either "nonredundable" or "flexible" - the date and time of flexibility don't matter
SPG agents I spoke to yesterday said Marriott trained them to be this precise about it. She mentioned hearing negative things and this website and encouraged everyone to call the BRG line, ask for a Supervisor, and file a complaint
They are claiming this is how they were trained.
!
May 28, 2018, 12:23 am
#677
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
I have just cancelled 10 nights with SPG and switched them to Accor - they were Best Rate Guarantees with -25% for later in the year but many of my other BRGs are points and it seems that from 1st August, the points will drop from 2000 Starpoints to 5000 Marriott Points (1667 Starpoints equivalent) and now there are these changes to the BRG programme.
From reading above it seems that:
1. You must book a non-refundable rate and match it against a non-refundable rate BUT you don't have the 24 hours free cancellation as Marriott currently has?
2. As also said above, many websites have slightly different names for the room categories - these would be rejected.
3. The cancellation terms need to be EXACTLY the same? Someone mentioned deposits above. Does it also mean that if SPG charges the whole credit card immediately whereas another provider only charges you once you get to the hotel, it would also be rejected? (Even if both non refundable).
This is all getting a bit ridiculous. The only reason why SPG is viable is because the BRGs bring down their rates to normal levels (they are much more expensive in cities like Bangkok which is why I have just cancelled 6 nights there and switched).
I think this change to the BRG may be a reason for only booking the minimum nights necessary with SPG to have one more year as Platinum. Then i'll be jumping ship.
From reading above it seems that:
1. You must book a non-refundable rate and match it against a non-refundable rate BUT you don't have the 24 hours free cancellation as Marriott currently has?
2. As also said above, many websites have slightly different names for the room categories - these would be rejected.
3. The cancellation terms need to be EXACTLY the same? Someone mentioned deposits above. Does it also mean that if SPG charges the whole credit card immediately whereas another provider only charges you once you get to the hotel, it would also be rejected? (Even if both non refundable).
This is all getting a bit ridiculous. The only reason why SPG is viable is because the BRGs bring down their rates to normal levels (they are much more expensive in cities like Bangkok which is why I have just cancelled 6 nights there and switched).
I think this change to the BRG may be a reason for only booking the minimum nights necessary with SPG to have one more year as Platinum. Then i'll be jumping ship.
May 28, 2018, 12:40 am
#678
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,050
Also, which chain now has a better BRG policy? Accor? It's 10% discount is a joke. All of the other major chains are notoriously difficult to claim.
I'm not defending these changes at all, but it's hardly a surprise that Stariott decided they don't need a BRG policy that is so much more attractive than everybody else's...
May 28, 2018, 1:09 am
#679
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
The rate type comparison is how the LNF at marriott worked at in the past, I wonder if MAR have decided to change the whole LNF program or if its just a matter of poor communication to the SPG team? If it is true that this is how they were trained, to get exact matches, it should also be reflected at the marriott side as well. If MAR choose to go down the path of exact matching the industry's two best BRG programmes was made useless overnight. It will have become an empty marketing gimmick instead of a device driving more business to marriott.com, maybe they recon this will be more profitable.
I have just cancelled 10 nights with SPG and switched them to Accor - they were Best Rate Guarantees with -25% for later in the year but many of my other BRGs are points and it seems that from 1st August, the points will drop from 2000 Starpoints to 5000 Marriott Points (1667 Starpoints equivalent) and now there are these changes to the BRG programme.
From reading above it seems that:
1. You must book a non-refundable rate and match it against a non-refundable rate BUT you don't have the 24 hours free cancellation as Marriott currently has?
2. As also said above, many websites have slightly different names for the room categories - these would be rejected.
3. The cancellation terms need to be EXACTLY the same? Someone mentioned deposits above. Does it also mean that if SPG charges the whole credit card immediately whereas another provider only charges you once you get to the hotel, it would also be rejected? (Even if both non refundable).
This is all getting a bit ridiculous. The only reason why SPG is viable is because the BRGs bring down their rates to normal levels (they are much more expensive in cities like Bangkok which is why I have just cancelled 6 nights there and switched).
I think this change to the BRG may be a reason for only booking the minimum nights necessary with SPG to have one more year as Platinum. Then i'll be jumping ship.
From reading above it seems that:
1. You must book a non-refundable rate and match it against a non-refundable rate BUT you don't have the 24 hours free cancellation as Marriott currently has?
2. As also said above, many websites have slightly different names for the room categories - these would be rejected.
3. The cancellation terms need to be EXACTLY the same? Someone mentioned deposits above. Does it also mean that if SPG charges the whole credit card immediately whereas another provider only charges you once you get to the hotel, it would also be rejected? (Even if both non refundable).
This is all getting a bit ridiculous. The only reason why SPG is viable is because the BRGs bring down their rates to normal levels (they are much more expensive in cities like Bangkok which is why I have just cancelled 6 nights there and switched).
I think this change to the BRG may be a reason for only booking the minimum nights necessary with SPG to have one more year as Platinum. Then i'll be jumping ship.
May 28, 2018, 1:38 am
#680
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
It's one of the final nails in the coffin for me. I joined SPG last year for the 25-stay Platinum requirement (even though I was going to hit 50 nights this year before I cancelled 12 nights yesterday), the Lifetime Platinum (which had been made more difficult to achieve) and the Best Rate Guarantee programme. With SPG prices higher than similar hotels, there's not much left to keep me here. I'll remain Platinum next year but will also be planning my escape at the same time.
I just sent a complaint to the general customer service (via the form) and also the BRG team addressed to the supervisor.
I just sent a complaint to the general customer service (via the form) and also the BRG team addressed to the supervisor.
May 28, 2018, 7:58 am
#681
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
That is good to know. However, will the property also give you the 2,000 Starpoints or the 25% additional rebate? That is the crux of the matter since the difference between the SPG rate and the OTA rate is rarely wide enough to bother looking for lower rates across numerous sites.
Every manager I've asked for the extra 25% has allowed it. But you do need to make them aware of it because they all don't know the exact details of BRG...they just see a lower rate and offer to match it
The rate type comparison is how the LNF at marriott worked at in the past, I wonder if MAR have decided to change the whole LNF program or if its just a matter of poor communication to the SPG team? If it is true that this is how they were trained, to get exact matches, it should also be reflected at the marriott side as well. If MAR choose to go down the path of exact matching the industry's two best BRG programmes was made useless overnight. It will have become an empty marketing gimmick instead of a device driving more business to marriott.com, maybe they recon this will be more profitable.
I also just spoke to the BRG team and apparently they have all their supervisors investigating all these changes and "seeking clarification" from Marriott this morning because apparently there have been an onslaught of complaints from the weekend, plus their response times have been abysmal. None of my claims since Friday have been replied to within 24 hours. We need to keep pushing for auto approval if they take a minute over 24 hours and hold them to their own T&Cs (at least the 24 hour rule is explicitly delineated, which they aren't adhering to, yet the rate booking conditions matching is not explicitly delineated yet they are following that)
It seems that the exact same T&C between Marriott and SPG are being implemented quite differently while Marriott is comparing rate types SPG seems to be comparing rate booking conditions; comparing rate booking conditions yields the BRG/LNF program more or less useless since with a very few exceptions a OTA has NOT copied the exact rate booking conditions as SPG.COM. It is better for MAR to scrap the LNF program entirely since it is basically a BRG program in word only. Interesting though that the same T&C can get implemented so differently across the same corporation makes me wonder if it is intentionally or just incompetence.
I am pushing BRG to disclose the name of the senior executive at Marriott corporate responsible for these changes. If/when I get it, I'll post any contact info here for others to use to provide feedback
In the interim everyone should email [email protected] with strong feedback about this ridiculousness
May 28, 2018, 8:25 am
#682
Join Date: Mar 2010
Posts: 1,324
I never take the points only because I have quite a few so I'd rather a deduction in a universal currency.
Every manager I've asked for the extra 25% has allowed it. But you do need to make them aware of it because they all don't know the exact details of BRG...they just see a lower rate and offer to match it
I have an email from a Marriott LNF rep that says they only look at rate type and not all the conditions. Explicitly.
I also just spoke to the BRG team and apparently they have all their supervisors investigating all these changes and "seeking clarification" from Marriott this morning because apparently there have been an onslaught of complaints from the weekend, plus their response times have been abysmal. None of my claims since Friday have been replied to within 24 hours. We need to keep pushing for auto approval if they take a minute over 24 hours and hold them to their own T&Cs (at least the 24 hour rule is explicitly delineated, which they aren't adhering to, yet the rate booking conditions matching is not explicitly delineated yet they are following that)
I think it is either incompetence, or perhaps MAR testing "stricter" conditions with the SPG side for 2 months to see the effects; SPG has more expensive properties so makes sense to use this sub group of their hotels to test market effects as a result of changes to BRG terms
I am pushing BRG to disclose the name of the senior executive at Marriott corporate responsible for these changes. If/when I get it, I'll post any contact info here for others to use to provide feedback
In the interim everyone should email [email protected] with strong feedback about this ridiculousness
Every manager I've asked for the extra 25% has allowed it. But you do need to make them aware of it because they all don't know the exact details of BRG...they just see a lower rate and offer to match it
I have an email from a Marriott LNF rep that says they only look at rate type and not all the conditions. Explicitly.
I also just spoke to the BRG team and apparently they have all their supervisors investigating all these changes and "seeking clarification" from Marriott this morning because apparently there have been an onslaught of complaints from the weekend, plus their response times have been abysmal. None of my claims since Friday have been replied to within 24 hours. We need to keep pushing for auto approval if they take a minute over 24 hours and hold them to their own T&Cs (at least the 24 hour rule is explicitly delineated, which they aren't adhering to, yet the rate booking conditions matching is not explicitly delineated yet they are following that)
I think it is either incompetence, or perhaps MAR testing "stricter" conditions with the SPG side for 2 months to see the effects; SPG has more expensive properties so makes sense to use this sub group of their hotels to test market effects as a result of changes to BRG terms
I am pushing BRG to disclose the name of the senior executive at Marriott corporate responsible for these changes. If/when I get it, I'll post any contact info here for others to use to provide feedback
In the interim everyone should email [email protected] with strong feedback about this ridiculousness
May 28, 2018, 9:03 am
#683
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
Already accepted BRGs should actually be quite valuable. And should still receive 2,000 Starpoints since that was confirmed in writing under the T&Cs at the time of acceptance. Cancelling them is silly IMO. And if you like SPG Platinum, why wouldn't you take advantage of it as much as possible before switching in 2019 or beyond?
Also, which chain now has a better BRG policy? Accor? It's 10% discount is a joke. All of the other major chains are notoriously difficult to claim.
I'm not defending these changes at all, but it's hardly a surprise that Stariott decided they don't need a BRG policy that is so much more attractive than everybody else's...
Also, which chain now has a better BRG policy? Accor? It's 10% discount is a joke. All of the other major chains are notoriously difficult to claim.
I'm not defending these changes at all, but it's hardly a surprise that Stariott decided they don't need a BRG policy that is so much more attractive than everybody else's...
So yes it has been good for the short time I’ve been in SPG but I’m moving towards not being loyal to any programme in future (after 2019).
May 28, 2018, 9:06 am
#684
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I never take the points only because I have quite a few so I'd rather a deduction in a universal currency.
Every manager I've asked for the extra 25% has allowed it. But you do need to make them aware of it because they all don't know the exact details of BRG...they just see a lower rate and offer to match it
I have an email from a Marriott LNF rep that says they only look at rate type and not all the conditions. Explicitly.
I also just spoke to the BRG team and apparently they have all their supervisors investigating all these changes and "seeking clarification" from Marriott this morning because apparently there have been an onslaught of complaints from the weekend, plus their response times have been abysmal. None of my claims since Friday have been replied to within 24 hours. We need to keep pushing for auto approval if they take a minute over 24 hours and hold them to their own T&Cs (at least the 24 hour rule is explicitly delineated, which they aren't adhering to, yet the rate booking conditions matching is not explicitly delineated yet they are following that)
I think it is either incompetence, or perhaps MAR testing "stricter" conditions with the SPG side for 2 months to see the effects; SPG has more expensive properties so makes sense to use this sub group of their hotels to test market effects as a result of changes to BRG terms
I am pushing BRG to disclose the name of the senior executive at Marriott corporate responsible for these changes. If/when I get it, I'll post any contact info here for others to use to provide feedback
In the interim everyone should email [email protected] with strong feedback about this ridiculousness
Every manager I've asked for the extra 25% has allowed it. But you do need to make them aware of it because they all don't know the exact details of BRG...they just see a lower rate and offer to match it
I have an email from a Marriott LNF rep that says they only look at rate type and not all the conditions. Explicitly.
I also just spoke to the BRG team and apparently they have all their supervisors investigating all these changes and "seeking clarification" from Marriott this morning because apparently there have been an onslaught of complaints from the weekend, plus their response times have been abysmal. None of my claims since Friday have been replied to within 24 hours. We need to keep pushing for auto approval if they take a minute over 24 hours and hold them to their own T&Cs (at least the 24 hour rule is explicitly delineated, which they aren't adhering to, yet the rate booking conditions matching is not explicitly delineated yet they are following that)
I think it is either incompetence, or perhaps MAR testing "stricter" conditions with the SPG side for 2 months to see the effects; SPG has more expensive properties so makes sense to use this sub group of their hotels to test market effects as a result of changes to BRG terms
I am pushing BRG to disclose the name of the senior executive at Marriott corporate responsible for these changes. If/when I get it, I'll post any contact info here for others to use to provide feedback
In the interim everyone should email [email protected] with strong feedback about this ridiculousness
Last edited by X-ON; May 28, 2018 at 10:08 am
May 28, 2018, 11:53 am
#685
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,050
I just received my first denial under the new rules. Somewhat apologetic, but with no real attempt to invent a proper excuse, other than referring to "different cancellation conditions", even though the competing rate was flexible or close enough...
At this point, I'm assuming that the default position will be denying all claims until the rules are better understood, rather than other posters' wishful thinking of an automatic approval at 24 hours...
At this point, I'm assuming that the default position will be denying all claims until the rules are better understood, rather than other posters' wishful thinking of an automatic approval at 24 hours...
May 28, 2018, 12:30 pm
#686
Join Date: Apr 2017
Posts: 74
I just got a reply from the BRG desk after pointing out that they failed to respond to my claim in 24 hours. Apparently the official line is that the automated reply message counts as their within-24-hours response:
What a joke.
I understand your concern with not receiving a response within 24 hours of submission; however, although the results of your claim was not received within this timeframe, contact was made to you within 24 hours when an email was sent from us thanking you for your claim form submission.
May 28, 2018, 12:57 pm
#687
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I just received my first denial under the new rules. Somewhat apologetic, but with no real attempt to invent a proper excuse, other than referring to "different cancellation conditions", even though the competing rate was flexible or close enough...
At this point, I'm assuming that the default position will be denying all claims until the rules are better understood, rather than other posters' wishful thinking of an automatic approval at 24 hours...
At this point, I'm assuming that the default position will be denying all claims until the rules are better understood, rather than other posters' wishful thinking of an automatic approval at 24 hours...
May 28, 2018, 1:09 pm
#688
Join Date: Jul 2015
Posts: 255
WOW... Hard to believe a reply like this comes from SPG.
May 28, 2018, 1:59 pm
#689
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Excellent work!, I will email customer care pointing out the absurdity in the implementation of the same BRG T&C but de facto different practice across different brands ... My bet is on incompetence; you would be surprised how many senior incompetent people you come across in a big organization, I have worked for quite a few in the financial industry. BTW even if it would be that they tried to explore new stricter implementation, doing so by employing the exact same T&C at SPG and MR but interpret them differently is in itself a sign of incompetence .. MAR should have formulated new T&C for SPG if that what was the intention
That's because it isn't SPG anymore. It's Marriott.
May 28, 2018, 2:25 pm
#690
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
I think the hand of the SPG BRG Team are tied so I would not come down on them hard. It's out of their control now.