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 31, 2018, 8:17 pm
#737
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Ok so I have had some denials now; some using the same OTA with the same rate T&C as I got previously approved.
I actually did a one-off sucessful MR LNF against amoma.com (flex vs. flex) just to show the inconsistency, it seems like there are an unwillingness to even consider the inconsistency with MRs policy of LNF.
This has led me to believe that one of the following is true:
(1) After 1st of August LNF will adopt the "new" implementation of MR LNF, this would certainly be the 1st time a major corporation has changed a major customer facing policy in this highly unorthodox and opaque manner, but hey somebody got to be first.
(2) After 1st of August the majority of the legacy SPG teams will be made redundant, most likely senior managers already has been made redundant, that would explain the zero effort to coordinate with MR legacy teams.
(3) A major unforced error by MAR by not putting some senior managers from MR LNF into the SPG BRG teams for a short period of time, after 1st of AUG it will be a lucky draw if you get approved or not.
BTW has anybody gotten any response from the India team, I have not maybe they already got booted out ....
Also in my communications with the BRG team I did mention my successful claim with otel.com and in the replies there was not any mention of this claim along the lines....."this claim was a mistake but as a one off we approve it..." which is the usual lingo. This makes me think that scenario (2) might be a likely candidate.
I actually did a one-off sucessful MR LNF against amoma.com (flex vs. flex) just to show the inconsistency, it seems like there are an unwillingness to even consider the inconsistency with MRs policy of LNF.
This has led me to believe that one of the following is true:
(1) After 1st of August LNF will adopt the "new" implementation of MR LNF, this would certainly be the 1st time a major corporation has changed a major customer facing policy in this highly unorthodox and opaque manner, but hey somebody got to be first.
(2) After 1st of August the majority of the legacy SPG teams will be made redundant, most likely senior managers already has been made redundant, that would explain the zero effort to coordinate with MR legacy teams.
(3) A major unforced error by MAR by not putting some senior managers from MR LNF into the SPG BRG teams for a short period of time, after 1st of AUG it will be a lucky draw if you get approved or not.
BTW has anybody gotten any response from the India team, I have not maybe they already got booted out ....
Also in my communications with the BRG team I did mention my successful claim with otel.com and in the replies there was not any mention of this claim along the lines....."this claim was a mistake but as a one off we approve it..." which is the usual lingo. This makes me think that scenario (2) might be a likely candidate.
Last edited by X-ON; May 31, 2018 at 11:34 pm
Jun 1, 2018, 6:05 pm
#738
Join Date: May 2016
Posts: 42
I have already filed two BRGs and luckily got approved since the policy was changed.
I find two interesting things. A cancellation policy is two days before arrival at OTA and one day before at SPG. I expected it might be denied, but BRG was luckily successful! No standard room was available at SPG site and I booked club room at SPG. I found a standard room was available at OTA. Then, BRG was approved not as a standard, but as a Club room.
Is is this the norm? Or Am I just lucky?
I find two interesting things. A cancellation policy is two days before arrival at OTA and one day before at SPG. I expected it might be denied, but BRG was luckily successful! No standard room was available at SPG site and I booked club room at SPG. I found a standard room was available at OTA. Then, BRG was approved not as a standard, but as a Club room.
Is is this the norm? Or Am I just lucky?
Jun 1, 2018, 7:34 pm
#739
Join Date: May 2013
Location: Seoul, KR
Programs: MAR Titanium, HH Gold
Posts: 572
I have already filed two BRGs and luckily got approved since the policy was changed.
I find two interesting things. A cancellation policy is two days before arrival at OTA and one day before at SPG. I expected it might be denied, but BRG was luckily successful! No standard room was available at SPG site and I booked club room at SPG. I found a standard room was available at OTA. Then, BRG was approved not as a standard, but as a Club room.
Is is this the norm? Or Am I just lucky?
I find two interesting things. A cancellation policy is two days before arrival at OTA and one day before at SPG. I expected it might be denied, but BRG was luckily successful! No standard room was available at SPG site and I booked club room at SPG. I found a standard room was available at OTA. Then, BRG was approved not as a standard, but as a Club room.
Is is this the norm? Or Am I just lucky?
Jun 1, 2018, 10:05 pm
#740
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I got a denial for amoma.com stating that different cancellation policies , deposit etc. However I got approval from MR using the same rate type but at a different hotel (obviously). Interestingly I mange to get a supervisor to escalate to his supervisor in order to get clarification from the MR teams. I attached my approval mail from MR. He agreed that the same practice must prevail at both the MR and SPG legacy teams.. What a major mess this has become, the person responsible for the merger of LNF/BRG should not be allowed to continue.
Last edited by X-ON; Jun 1, 2018 at 10:16 pm
Jun 2, 2018, 12:47 am
#741
Join Date: Jan 2010
Location: Rotterdam
Programs: AMEX Platinum, BA Gold, Flying Blue Platinum, Marriott Platinum Elite, Hertz President's Circle
Posts: 1,280
I have some booking for end of the year, so I'll wait until all the rookie mistakes are taken care off 
Jun 2, 2018, 1:07 am
#742
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Thank God I had Brg'ed all my stays up to October prior to all these changes!
Jun 2, 2018, 3:49 am
#743
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
I’ve done mine up until 31st Dec. The problem now is you need to take the risk of booking the lowest rate, which is usually non refundable, then hoping you get the BRG. Also it seems you can’t do another BRG later on the same stay by making a new reservation and a new BRG because the original BRG would remain non refundable. Is that correct?
Ive also found that some websites only offer non refundable rates and as I predicted, the Sheraton Macau has its flexible rate lower than the non refundable for some dates but you can’t BRG it because the absolute lowest rate is non refundable. I think it’s going to be easier to book all stays with Marriott in future because they offer the 24 hour cancellation on non refundable rates.
It seems the new SPG BRG is almost as bad as the policy for design hotels. Was it really their intention to make customers book Marriott brands rather than SPG legacy brands, or stop booking altogether and actually cancel nights as I have?!
Ive also found that some websites only offer non refundable rates and as I predicted, the Sheraton Macau has its flexible rate lower than the non refundable for some dates but you can’t BRG it because the absolute lowest rate is non refundable. I think it’s going to be easier to book all stays with Marriott in future because they offer the 24 hour cancellation on non refundable rates.
It seems the new SPG BRG is almost as bad as the policy for design hotels. Was it really their intention to make customers book Marriott brands rather than SPG legacy brands, or stop booking altogether and actually cancel nights as I have?!
Jun 2, 2018, 1:39 pm
#744
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 got a denial for amoma.com stating that different cancellation policies , deposit etc. However I got approval from MR using the same rate type but at a different hotel (obviously). Interestingly I mange to get a supervisor to escalate to his supervisor in order to get clarification from the MR teams. I attached my approval mail from MR. He agreed that the same practice must prevail at both the MR and SPG legacy teams.. What a major mess this has become, the person responsible for the merger of LNF/BRG should not be allowed to continue.
IMO they should have just let BRG run until 1 August - even starving it of resource if they must cut costs somewhere - then switch over to LNF once SPG fundamentally ceases to exist.
Jun 2, 2018, 2:36 pm
#745
Join Date: Nov 2012
Location: ZRH
Programs: QR Gold / M&M FTL / Marriott Bonvoy Titanium
Posts: 655
I agree, but the entirely avoidable error wasn't changing the T&Cs (completely within their rights). The error was then telling us all that they simply want to bring it in line with LNF, but then being entirely incapable of delivering on that.
IMO they should have just let BRG run until 1 August - even starving it of resource if they must cut costs somewhere - then switch over to LNF once SPG fundamentally ceases to exist.
IMO they should have just let BRG run until 1 August - even starving it of resource if they must cut costs somewhere - then switch over to LNF once SPG fundamentally ceases to exist.
I agree, the fact they changed it before the 1st August is totally ridiculous. Then the 2 different application of the rules between SPG and Marriott is a second case of inefficiency.
Actually I put in standby all my planned bookings with SPG until theses problems are resolved or I will book my August nights elsewhere.
I was planning 100 nights this year, but I'm not so sure I will make the extra miles with the new rules who do not please me.
Jun 3, 2018, 10:20 pm
#746
Join Date: Feb 2014
Programs: Marriott LTG is all that's left.
Posts: 47
Ha! Came here because I hadn't done BRGs since our last major trip and had received some rather strange responses. Claim that I realized shortly after submission wasn't valid (by either LNF or BRG standards) got approved; several that were (or at least used to be) valid got denied. No more India team, but the responses from what seem to be CSRs in NA are India-like in quality.
What really bugs me: Under the current policies of exactly matching terms and conditions, they might as well stop guaranteeing "best" rates. It's so easy for websites like amoma.com to create customized rules like $1 deposits that allow hotels to upload cheaper rates without any threat of getting the 25% cut from corporate. The hotels will have absolutely no incentive to privilege their corporate website. This is exactly why I was denied: "I was unable to find a flexible rate on amoma.com that did not have a $1 USD deposit. As I am not able match the deposit policies, I am not able to approve your claim."
Since this merge activity has been heating up this year, I've already had several very SPG-unlike experiences, which makes me wonder if it's SPG folks knowing they'll get cut or perhaps new Marriott standards. I've been an SPG-er for my entire adult life; need a couple more stays to reach lifetime this year, but then it will probably be time to move on.
What really bugs me: Under the current policies of exactly matching terms and conditions, they might as well stop guaranteeing "best" rates. It's so easy for websites like amoma.com to create customized rules like $1 deposits that allow hotels to upload cheaper rates without any threat of getting the 25% cut from corporate. The hotels will have absolutely no incentive to privilege their corporate website. This is exactly why I was denied: "I was unable to find a flexible rate on amoma.com that did not have a $1 USD deposit. As I am not able match the deposit policies, I am not able to approve your claim."
Since this merge activity has been heating up this year, I've already had several very SPG-unlike experiences, which makes me wonder if it's SPG folks knowing they'll get cut or perhaps new Marriott standards. I've been an SPG-er for my entire adult life; need a couple more stays to reach lifetime this year, but then it will probably be time to move on.
Last edited by flyino07; Jun 3, 2018 at 10:29 pm
Jun 3, 2018, 10:55 pm
#747
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Ha! Came here because I hadn't done BRGs since our last major trip and had received some rather strange responses. Claim that I realized shortly after submission wasn't valid (by either LNF or BRG standards) got approved; several that were (or at least used to be) valid got denied. No more India team, but the responses from what seem to be CSRs in NA are India-like in quality.
What really bugs me: Under the current policies of exactly matching terms and conditions, they might as well stop guaranteeing "best" rates. It's so easy for websites like amoma.com to create customized rules like $1 deposits that allow hotels to upload cheaper rates without any threat of getting the 25% cut from corporate. The hotels will have absolutely no incentive to privilege their corporate website.
Since this merge activity has been heating up this year, I've already had several very SPG-unlike experiences, which makes me wonder if it's SPG folks knowing they'll get cut or perhaps new Marriott standards. I've been an SPG-er for my entire adult life; need a couple more stays to reach lifetime this year, but then it will probably be time to move on.
What really bugs me: Under the current policies of exactly matching terms and conditions, they might as well stop guaranteeing "best" rates. It's so easy for websites like amoma.com to create customized rules like $1 deposits that allow hotels to upload cheaper rates without any threat of getting the 25% cut from corporate. The hotels will have absolutely no incentive to privilege their corporate website.
Since this merge activity has been heating up this year, I've already had several very SPG-unlike experiences, which makes me wonder if it's SPG folks knowing they'll get cut or perhaps new Marriott standards. I've been an SPG-er for my entire adult life; need a couple more stays to reach lifetime this year, but then it will probably be time to move on.
Basically as I see it a BRG programme can be two things:
(a) It can be marketing slogan trying to get people to book through corporate booking channels
(b) It can be an working instrument to allocate more bookings through corporate booking channels
without (b) (a) is quite a hollow promise, however you can still use it on marketing material etc. But really how many take Hyatts BRG claim seriously.
Right now for MAR; MR LNF is (a) and (b) while SPG LNF is just (a) ... obviously this can't be case for long ... so let's hope they get their act together and enforce the MR LNF practice on SPG LNF. Unless MAR have gotten a lot of push back from a vast #properties of too many LNF, I don't see why they would discontinue the LNF programme, i.e. change it to a programme in name only,
In the MR LNF programme there is quite a lax interpretation of what constitutes a flexible rate, the first times I used MR LNF I thought that they hadn't thought through their T&C properly. Now I actually think that the business idea is to make customers claim against slightly higher flexible rates but also making it slightly easier to find LNF claim opportunities so that the customer leakage to OTA is getting cut significantly.
Maybe I am wrong but that is how I have come to see it.
Last edited by X-ON; Jun 3, 2018 at 11:27 pm
Jun 3, 2018, 11:31 pm
#748
Join Date: Feb 2014
Programs: Marriott LTG is all that's left.
Posts: 47
I have utilized MR LNF and SPG BRG in the past extensively, I can say that the current practice of SPG LNF is vastly different from MR LNF even though the T&C are exactly the same. I have manage to escalate this glaring inconsistency to a senior manager which have reached out to Marriott to get a clarification. Until then no point of trying to do any LNF claim.
Basically as I see it a BRG programme can be two things:
(a) It can be marketing slogan trying to get people to book through corporate booking channels
(b) It can be an working instrument to allocate more bookings through corporate booking channels
without (b) (a) is quite a hollow promise, however you can still use it on marketing material etc. But really how many take Hyatts BRG claim seriously.
Right now for MAR; MR LNF is (a) and (b) while SPG LNF is just (a) ... obviously this can't be case for long ... so let's hope they get their act together and enforce the MR LNF practice on SPG LNF. Unless MAR have gotten a lot of push back from a vast #properties of too many LNF, I don't see why they would discontinue the LNF programme, i.e. change it to a programme in name only,
In the MR LNF programme there is quite a lax interpretation of what constitutes a flexible rate, the first times I used MR LNF I thought that they hadn't thought through their T&C properly. Now I actually think that the business idea is to make customers claim against slightly higher flexible rates but also making it slightly easier to find LNF claim opportunities so that the customer eakage to OTA is getting cut significantly.
Maybe I am wrong but that is how I have come to see it.
Basically as I see it a BRG programme can be two things:
(a) It can be marketing slogan trying to get people to book through corporate booking channels
(b) It can be an working instrument to allocate more bookings through corporate booking channels
without (b) (a) is quite a hollow promise, however you can still use it on marketing material etc. But really how many take Hyatts BRG claim seriously.
Right now for MAR; MR LNF is (a) and (b) while SPG LNF is just (a) ... obviously this can't be case for long ... so let's hope they get their act together and enforce the MR LNF practice on SPG LNF. Unless MAR have gotten a lot of push back from a vast #properties of too many LNF, I don't see why they would discontinue the LNF programme, i.e. change it to a programme in name only,
In the MR LNF programme there is quite a lax interpretation of what constitutes a flexible rate, the first times I used MR LNF I thought that they hadn't thought through their T&C properly. Now I actually think that the business idea is to make customers claim against slightly higher flexible rates but also making it slightly easier to find LNF claim opportunities so that the customer eakage to OTA is getting cut significantly.
Maybe I am wrong but that is how I have come to see it.
Jun 4, 2018, 12:25 am
#749
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I had used MR LNF a couple years ago myself; had no issues with process and outcomes. I've worked as consultant on major mergers before, nothing about this transitional SPG BRG/LNF makes sense. Whoever was in charge of this dropped the ball spectacularly. Had they unified the policies and their application, it would be perfectly understandable -- that's where we are heading anyways. But implementing different standards (even if accidental) between the two teams makes no sense whatsoever.
Jun 4, 2018, 1:28 pm
#750
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I got a denial for amoma.com stating that different cancellation policies , deposit etc. However I got approval from MR using the same rate type but at a different hotel (obviously). Interestingly I mange to get a supervisor to escalate to his supervisor in order to get clarification from the MR teams. I attached my approval mail from MR. He agreed that the same practice must prevail at both the MR and SPG legacy teams.. What a major mess this has become, the person responsible for the merger of LNF/BRG should not be allowed to continue.
Dear Mr. X-ON,
Thank you for your patience while we waited for clarification on the flexible policy regarding Amoma.com. I appreciate the opportunity to assist you.
I would like to begin by saying you are correct. We were taking the Amoma.com cancellation policy literally and we should have been treating it more flexible. Thank you for bringing the discrepancy to our attention. That being said, I am pleased to advise your claim is approved.
Probably its hoping too much, but you would under normal circumstances believe they start to try to converge the practice of SPG LNG and MR LNF, but given how this has been executed from the start ... I am skeptical we will see ....