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
Jul 7, 2018, 4:48 pm
#901
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Recently BRG team consistently play dumb on claims and deny the claims with stupid reasons or use such reasons to cause significant delay in order for them to buy time and let the third party rates disappear.
1st claim: W Los Angeles
Booked a Mega Suite, got denied because the rate of Standard Room on SPG.com is cheaper than third party.
2nd claim: Palace SFO
Filed for prepaid rate, got denied because flexible rate on SPG is cheaper than third party.
3rd claim: Le Meridien Seoul. First time handled by Chinese BRG team
Booked flexible rate with breakfast. First reply took more than 24 hrs and denied because they couldn't locate flexible rate w/o breakfast on hotelscombine.com. Wrong rate and I don't think there was no flexible rate there. Replied them a few min later with screen shot, they offered 500 points w/o discussion. I made the reservation through hotelscombine as an evidence and sent them, then call SPG immediately, customer service guy discussed with BRG team directly and told me they received my mail and processing, but no reply until next day (48 hrs since I filed the claim) and told me the rate is gone. They said they contacted the hotel during the process, not sure whether they worked with hotel to remove the rate.
I think that's not acceptable. Any suggestions on how to file a complaint on them?
1st claim: W Los Angeles
Booked a Mega Suite, got denied because the rate of Standard Room on SPG.com is cheaper than third party.
2nd claim: Palace SFO
Filed for prepaid rate, got denied because flexible rate on SPG is cheaper than third party.
3rd claim: Le Meridien Seoul. First time handled by Chinese BRG team
Booked flexible rate with breakfast. First reply took more than 24 hrs and denied because they couldn't locate flexible rate w/o breakfast on hotelscombine.com. Wrong rate and I don't think there was no flexible rate there. Replied them a few min later with screen shot, they offered 500 points w/o discussion. I made the reservation through hotelscombine as an evidence and sent them, then call SPG immediately, customer service guy discussed with BRG team directly and told me they received my mail and processing, but no reply until next day (48 hrs since I filed the claim) and told me the rate is gone. They said they contacted the hotel during the process, not sure whether they worked with hotel to remove the rate.
I think that's not acceptable. Any suggestions on how to file a complaint on them?
Jul 7, 2018, 7:23 pm
#902
Join Date: Aug 2012
Location: Hong Kong
Programs: CX Green, A3 *G, HHonors Diamond, SPG Plat, Marriott Plat
Posts: 74
With great difficulty! I have via my Ambassador asked to make an official complain a few times now and each time an email is sent to the area managers of BRG, so essentially you are speaking to someone within BRG and it gets you no where! Ther are a law to themselves and while there are some great BRG associates there are some shocking ones to who make the most basic errors and are just allowed to get away with it and excuses made! Even the most obvious and basic errors which delay claims being approved and waste a lot of time! It seems these days SPG/Marriott is simply to big to care, my advice go elsewhere!
I've already called SPG and requested the case to be filed as a complaint to the customer service team instead of BRG team. I won't hestitate to escalate along the path till Mr. Marriott's Office of Consumer Affairs.
Jul 8, 2018, 10:06 pm
#903
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Tried a BRG and was again rejected for no apparent reason. Like last time, I say very clearly where to look on what site, but somehow the SPG people can never see the rate. I've even checked it's not a localisation issue by using a VPN and checking that it is plainly there.
My Ambassador came back to say that his hands were tied despite me sending in a screenshot of the rates and implicitly agreed with my statement that either SPG was knowingly not adhering to its own policy on BRG for no apparent reason or held the view that I might be trying to scam them with a photoshopped picture. This is the kind of thing which massively impacts my loyalty to Starwood which in almost all other cases has been very thoughtful about living up to its stated service offering or making it right when things go wrong. It was only worth €200 to me which is not a lot in a €50K or so annual spend, but it has created a disproportionate annoyance to me which as a businessman myself I would consider ill-advised.
As I've previously done with BA, if I find a (legal) way to either get €200 back from SPG another way or simply see Starwood face those costs then I will make it happen.
My Ambassador came back to say that his hands were tied despite me sending in a screenshot of the rates and implicitly agreed with my statement that either SPG was knowingly not adhering to its own policy on BRG for no apparent reason or held the view that I might be trying to scam them with a photoshopped picture. This is the kind of thing which massively impacts my loyalty to Starwood which in almost all other cases has been very thoughtful about living up to its stated service offering or making it right when things go wrong. It was only worth €200 to me which is not a lot in a €50K or so annual spend, but it has created a disproportionate annoyance to me which as a businessman myself I would consider ill-advised.
As I've previously done with BA, if I find a (legal) way to either get €200 back from SPG another way or simply see Starwood face those costs then I will make it happen.
I submitted the BRG and rejected. cited new rules and said they cannot find the matching rule. In the submission I mentioned that both rates are flexi with breakfast.
I replied back to the rejection with screen shots that plenty availability of flex rate with breakfast, although the flex rate is required deposit and I am asking if this is the reason for rejection.
They replied back and precisely cited that they cannot act on client screenshot, which is stupid.
I again replied back to that email.
And a Senior Associate replied and she pointed out the issue because I booked flexible room (without breakfast), and they cannot find this rate in the OTA, as OTA website all with breakfast.
I supposed to booked flex rate with bf without realizing I booked the wrong rate.
Granted it was my mistake to begin with , but should the Associate clearly stated the reason for rejection, then that will cut down the number of unnecessary correspondences.
I replied back to them saying, SPG BRG should be more transparent on the rejection reason like in the past.
Jul 8, 2018, 10:11 pm
#904
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
So for me, I will not switching to other brand because I have issue with BRG.
BRG is just an "extra" benefit, and we used to be very pamper by SPG on this in my opinion, as it is so difficult to get BRG approved in other brands.
I guess business definitely do not like to approve brg. So it will get tougher and tougher
Jul 8, 2018, 11:26 pm
#905
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,233
Some of my recent successful claims since the new rule applied. Note that all booking was made under flexible rate.
1. Hotel Name: The Westin Copley Place, Boston
Arrival Date: 10/xx/2018
Departure Date: 10/yy/2018 (2 nights)
Number of Adults: 1
Number of Rooms: 1
Room Type: Traditional room
Starwood Rate: USD 404.34 per night plus taxes and fees.
Competing Website: Booking.com
Competing rate: USD 754.2 per stay plus taxes and fees.
Actual confirmed rate: 282.83 USD per night, plus taxes (377.10 USD less 25%)
- This booking wil be canceled once my another brg claim at W Boston got approved.
2. Hotel Name: Hotel St. Paul, Montreal, a Member of Design Hotels™
Arrival Date: October xx, 2018
Departure Date: October yy, 2018 (4 nights)
Number of Adults: 1
Number of Rooms: 1
Room Type: Standard room (no availability on spg.com, I had to book a Superior room instead.)
New Starwood Rate: CAD 0
Competing Website: hotels.com
Competing rate: USD 200.31 per night plus taxes and fees.
Actual confirmed rate: 210.46 CAD excluding taxes per night (263.08 CAD - 20%)
- This booking was canceled because I found better rate at another hotel (Renaissance Montreal Downtown Hotel) through MR LNF claim.
3. Hotel Name: The Adelaide Hotel, Toronto
Arrival Date: October xx, 2018
Departure Date: October yy, 2018 (4 nights)
Number of Adults: 1
Number of Rooms: 1
Room Type: Deluxe room
Starwood Rate: CAD 595.89 per night plus taxes and fees
Competing Website: hotels.com
Competing rate: USD 427.58 per night plus taxes and fees.
Actual confirmed rate: 421.44 CAD per night, plus taxes ($561.92 CAD less 25%)
- Definitely looking forward to this stay.
My experience with SPG BRG is almost the same, except that in the past, I can do BRG claim using prepaid rate on OTA without having to book prepaid rate on spg. I think under the old rule I can find quite lower competing rate.
I only wish SPG allow 24-hour free cancellation for booking with prepaid rate like Marriott.
1. Hotel Name: The Westin Copley Place, Boston
Arrival Date: 10/xx/2018
Departure Date: 10/yy/2018 (2 nights)
Number of Adults: 1
Number of Rooms: 1
Room Type: Traditional room
Starwood Rate: USD 404.34 per night plus taxes and fees.
Competing Website: Booking.com
Competing rate: USD 754.2 per stay plus taxes and fees.
Actual confirmed rate: 282.83 USD per night, plus taxes (377.10 USD less 25%)
- This booking wil be canceled once my another brg claim at W Boston got approved.
2. Hotel Name: Hotel St. Paul, Montreal, a Member of Design Hotels™
Arrival Date: October xx, 2018
Departure Date: October yy, 2018 (4 nights)
Number of Adults: 1
Number of Rooms: 1
Room Type: Standard room (no availability on spg.com, I had to book a Superior room instead.)
New Starwood Rate: CAD 0
Competing Website: hotels.com
Competing rate: USD 200.31 per night plus taxes and fees.
Actual confirmed rate: 210.46 CAD excluding taxes per night (263.08 CAD - 20%)
- This booking was canceled because I found better rate at another hotel (Renaissance Montreal Downtown Hotel) through MR LNF claim.
3. Hotel Name: The Adelaide Hotel, Toronto
Arrival Date: October xx, 2018
Departure Date: October yy, 2018 (4 nights)
Number of Adults: 1
Number of Rooms: 1
Room Type: Deluxe room
Starwood Rate: CAD 595.89 per night plus taxes and fees
Competing Website: hotels.com
Competing rate: USD 427.58 per night plus taxes and fees.
Actual confirmed rate: 421.44 CAD per night, plus taxes ($561.92 CAD less 25%)
- Definitely looking forward to this stay.
My experience with SPG BRG is almost the same, except that in the past, I can do BRG claim using prepaid rate on OTA without having to book prepaid rate on spg. I think under the old rule I can find quite lower competing rate.
I only wish SPG allow 24-hour free cancellation for booking with prepaid rate like Marriott.
Jul 9, 2018, 6:22 am
#906
Join Date: Sep 2006
Location: GER, USA
Programs: LH SEN, AA
Posts: 192
T&C Change on company rate reservations and BRG ?
I always have reservations on my company's rate and never had an issue with BRGs on those.
Of course the compared rate was not the company's rate but the public cheapest.
This time, first time, they argued that my reservation rate was not valid for a BRG claim.
Is this known, correct or an agent's mistake?
Thanks
Of course the compared rate was not the company's rate but the public cheapest.
This time, first time, they argued that my reservation rate was not valid for a BRG claim.
Is this known, correct or an agent's mistake?
Thanks
Jul 9, 2018, 7:00 am
#907
Suspended
Join Date: Sep 2017
Posts: 301
I always have reservations on my company's rate and never had an issue with BRGs on those.
Of course the compared rate was not the company's rate but the public cheapest.
This time, first time, they argued that my reservation rate was not valid for a BRG claim.
Is this known, correct or an agent's mistake?
Thanks
Of course the compared rate was not the company's rate but the public cheapest.
This time, first time, they argued that my reservation rate was not valid for a BRG claim.
Is this known, correct or an agent's mistake?
Thanks
Jul 9, 2018, 1:51 pm
#908
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I always have reservations on my company's rate and never had an issue with BRGs on those.
Of course the compared rate was not the company's rate but the public cheapest.
This time, first time, they argued that my reservation rate was not valid for a BRG claim.
Is this known, correct or an agent's mistake?
Thanks
Of course the compared rate was not the company's rate but the public cheapest.
This time, first time, they argued that my reservation rate was not valid for a BRG claim.
Is this known, correct or an agent's mistake?
Thanks
I've had very limited luck with BRGs so far, and they've all been at exorbitant prices compared to what I used to pay.
Speaking of India, why is that BRG desk still there? So much of what they process has to be redone. I'd cut them some slack thinking that maybe they really can't see the rates from India, but they keep denying Keyser's BRGs too and he lives in DEL! I hope Marriott shuts down that office.
Jul 9, 2018, 3:01 pm
#909
Suspended
Join Date: Sep 2017
Posts: 301
I submitted one using a AAA rate for my reservation. It was the only way to get a flexible rate with breakfast online. I called the Plat desk the day before to make a reservation for me and the agent booked the wrong dates and I didn't notice until the BRG was processed by India and incorrectly denied, so the property wasn't charged for a BRG which had the wrong dates. I decided I would try to submit using a AAA reservation to see what happens. BRG was approved. (The AAA flex rate with breakfast was $331 and the comparable OTA rate was $340!)
I've had very limited luck with BRGs so far, and they've all been at exorbitant prices compared to what I used to pay.
Speaking of India, why is that BRG desk still there? So much of what they process has to be redone. I'd cut them some slack thinking that maybe they really can't see the rates from India, but they keep denying Keyser's BRGs too and he lives in DEL! I hope Marriott shuts down that office.
I've had very limited luck with BRGs so far, and they've all been at exorbitant prices compared to what I used to pay.
Speaking of India, why is that BRG desk still there? So much of what they process has to be redone. I'd cut them some slack thinking that maybe they really can't see the rates from India, but they keep denying Keyser's BRGs too and he lives in DEL! I hope Marriott shuts down that office.
Jul 10, 2018, 3:20 pm
#910
Join Date: Feb 2005
Programs: EuroBonus
Posts: 33
I don't have much luck with my BRG claims:
Hotwire has a better rate for this hotel on the days I want. When booking on Hotwire I can clearly see the name of the hotel. Also it is a fully cancellable room/offer.
First booked a 2 bed room. Hotwire price was 30 USD less per night. Request denied because they found a King room at a similar price (but still 4 USD more expensive than my booking). Was told that both bookings were for a "traditional room" and the number of beds did not matter since this would be up to the Hotel at arrival. One wonders then, why the 2 bed room is 30 USD more than the king room on the hotel's own website.
Canceled my 2 bed double and booked the cheaper king room instead. Hotwire has a price 28 USD cheaper per night for this room. Submitted a new claim. Got denied with a standard reply saying that offers on Hotwire were not comparable since the name of the hotel is not shown there. The Hotwire price I found clearly shows the name of the hotel before booking plus the rate is fully refundable.
One gets the impression that they'll use any trick in the book to avoid accepting a claim. This program does not reflect well on the Starwood brand.
Hotwire has a better rate for this hotel on the days I want. When booking on Hotwire I can clearly see the name of the hotel. Also it is a fully cancellable room/offer.
First booked a 2 bed room. Hotwire price was 30 USD less per night. Request denied because they found a King room at a similar price (but still 4 USD more expensive than my booking). Was told that both bookings were for a "traditional room" and the number of beds did not matter since this would be up to the Hotel at arrival. One wonders then, why the 2 bed room is 30 USD more than the king room on the hotel's own website.
Canceled my 2 bed double and booked the cheaper king room instead. Hotwire has a price 28 USD cheaper per night for this room. Submitted a new claim. Got denied with a standard reply saying that offers on Hotwire were not comparable since the name of the hotel is not shown there. The Hotwire price I found clearly shows the name of the hotel before booking plus the rate is fully refundable.
One gets the impression that they'll use any trick in the book to avoid accepting a claim. This program does not reflect well on the Starwood brand.
Jul 10, 2018, 6:03 pm
#911
Join Date: Nov 2012
Location: ZRH
Programs: QR Gold / M&M FTL / Marriott Bonvoy Titanium
Posts: 655
BRG was approved one day after checked in !
But at least I am satisfied of the result, this was a test, I wanted to know if I need to give up about BRG and book OTA directly.
Indonesian SPG Hotel / Prepaid Rate
Starwood Rate: USD 104 per night
Actual confirmed rate: USD 56 per night
Jul 10, 2018, 7:45 pm
#912
Join Date: Aug 2012
Location: Hong Kong
Programs: CX Green, A3 *G, HHonors Diamond, SPG Plat, Marriott Plat
Posts: 74
Success on complaint case
Let me try to escalate the case outside the BRG team first. Occassional mistakes are understandable (as long as they could be rectified promptly) as I know they are busy. Recently they are just cheating too much.
I've already called SPG and requested the case to be filed as a complaint to the customer service team instead of BRG team. I won't hestitate to escalate along the path till Mr. Marriott's Office of Consumer Affairs.
I've already called SPG and requested the case to be filed as a complaint to the customer service team instead of BRG team. I won't hestitate to escalate along the path till Mr. Marriott's Office of Consumer Affairs.
Escalated the case to SPG social media mailbox. Instead of requesting for a review on this claim case, I've sent an email as a complaint on Staff Dishonesty (I outlined how they tried to delay the claim and how the manager of BRG team lied to me that the hotel refused to match/case already gone through escalation) and requested the case to be audited. It was replied by a senior associate of BRG team (they really forward everything back to BRG team), my claim was approved (after exactly 1 week, and the rate on third party site was long gone), with 3500 points compensation.
Lesson learnt:
Never give up. Instead of asking them to review (they won't), focus on how they reject.
But it's still very risky to file claims on prepaid rates.
Jul 11, 2018, 2:57 pm
#913
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
I don't have much luck with my BRG claims:
Hotwire has a better rate for this hotel on the days I want. When booking on Hotwire I can clearly see the name of the hotel. Also it is a fully cancellable room/offer.
First booked a 2 bed room. Hotwire price was 30 USD less per night. Request denied because they found a King room at a similar price (but still 4 USD more expensive than my booking). Was told that both bookings were for a "traditional room" and the number of beds did not matter since this would be up to the Hotel at arrival. One wonders then, why the 2 bed room is 30 USD more than the king room on the hotel's own website.
Canceled my 2 bed double and booked the cheaper king room instead. Hotwire has a price 28 USD cheaper per night for this room. Submitted a new claim. Got denied with a standard reply saying that offers on Hotwire were not comparable since the name of the hotel is not shown there. The Hotwire price I found clearly shows the name of the hotel before booking plus the rate is fully refundable.
One gets the impression that they'll use any trick in the book to avoid accepting a claim. This program does not reflect well on the Starwood brand.
Hotwire has a better rate for this hotel on the days I want. When booking on Hotwire I can clearly see the name of the hotel. Also it is a fully cancellable room/offer.
First booked a 2 bed room. Hotwire price was 30 USD less per night. Request denied because they found a King room at a similar price (but still 4 USD more expensive than my booking). Was told that both bookings were for a "traditional room" and the number of beds did not matter since this would be up to the Hotel at arrival. One wonders then, why the 2 bed room is 30 USD more than the king room on the hotel's own website.
Canceled my 2 bed double and booked the cheaper king room instead. Hotwire has a price 28 USD cheaper per night for this room. Submitted a new claim. Got denied with a standard reply saying that offers on Hotwire were not comparable since the name of the hotel is not shown there. The Hotwire price I found clearly shows the name of the hotel before booking plus the rate is fully refundable.
One gets the impression that they'll use any trick in the book to avoid accepting a claim. This program does not reflect well on the Starwood brand.
Jul 11, 2018, 5:41 pm
#914
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
Isn't hotwire part of the Expedia empire? 99 times out of 100 you should find the same rate on hotels.com, expedia, etc.... where SPG has less margin to fool around (and the competing rate is easier to find)
Jul 11, 2018, 6:26 pm
#915
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,233
72 hours after submiting a claim, still no response!!! (German language)
i think if they cannot reply within 48 hours, they should honor the claim because of their incompetance.
i think if they cannot reply within 48 hours, they should honor the claim because of their incompetance.