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
Aug 24, 2018, 7:01 am
#1081
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Aug 24, 2018, 10:29 am
#1082
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
Aug 24, 2018, 1:41 pm
#1083
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Would be interesting to have a follow up on what happened to the old SPG brg team. Will they integrate with Marriott's LNF team now? Move on to other positions in Marriott? Great folks anyway. I wish them all the best and hope they can keep their jobs or get new ones. What's also a bit worrying is the disappearance of Willam R Sanders. I love to read his posts.
Did find this but it was back an article back in 2015:
https://www.stthomastimesjournal.com...3-2767f50613ff
Interesting info from the article:
“They have an incredibly proud track record of the nine Starwood call centres that exist around the world, St. Thomas, Ont. is regularly seen as a top performer,” he said.
“There isn’t a good or smart company out there that would turn down or turn away working with the top performers in their new acquisition.”
“If anything, given St. Thomas ability to do what it does so well, that there could be growth, that there hopefully isn’t cause for concern,” he said.
Did find this but it was back an article back in 2015:
https://www.stthomastimesjournal.com...3-2767f50613ff
Interesting info from the article:
“They have an incredibly proud track record of the nine Starwood call centres that exist around the world, St. Thomas, Ont. is regularly seen as a top performer,” he said.
“There isn’t a good or smart company out there that would turn down or turn away working with the top performers in their new acquisition.”
“If anything, given St. Thomas ability to do what it does so well, that there could be growth, that there hopefully isn’t cause for concern,” he said.
Aug 24, 2018, 10:24 pm
#1084
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
I agree that in general, the St. Thomas team were amazing. They were always reasonable and fair and a wonderful bunch of people. I really miss Sandra Hogan who left the team a few months back probably at a wise time. I gave her all those certificates I had (for thanking SPG staff) because she was just outstanding and was almost like a mum to be! There were others there too who were almost as good as Sandra.
On the other hand, I only encountered the Austin team once and didn’t have a good experience with someone called Jim, who was abrupt and rude and wouldn’t listen to anything I said.
So I was also under the impression that St. Thomas was the much larger base.
Let’s hope these people have a role in the new Marriott, as well as people like Ian Sanders.
On the other hand, I only encountered the Austin team once and didn’t have a good experience with someone called Jim, who was abrupt and rude and wouldn’t listen to anything I said.
So I was also under the impression that St. Thomas was the much larger base.
Let’s hope these people have a role in the new Marriott, as well as people like Ian Sanders.
Aug 25, 2018, 1:48 am
#1085
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I was hoping that things might improve, but alas no.
I have two claims that were a pain to submit, with login not possible to my account, followed by some Marriott IT Team not able to comprehend 9-digit confirmation numbers.
This is turning out to be a case study in how not to do a merger between companies, and I thought the Accor - Fairmont migration was a mess last month.
Both claims are sitting at 12 hours and counting.
I have two claims that were a pain to submit, with login not possible to my account, followed by some Marriott IT Team not able to comprehend 9-digit confirmation numbers.
This is turning out to be a case study in how not to do a merger between companies, and I thought the Accor - Fairmont migration was a mess last month.
Both claims are sitting at 12 hours and counting.
Aug 25, 2018, 4:34 am
#1086
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 was hoping that things might improve, but alas no.
I have two claims that were a pain to submit, with login not possible to my account, followed by some Marriott IT Team not able to comprehend 9-digit confirmation numbers.
This is turning out to be a case study in how not to do a merger between companies, and I thought the Accor - Fairmont migration was a mess last month.
Both claims are sitting at 12 hours and counting.
I have two claims that were a pain to submit, with login not possible to my account, followed by some Marriott IT Team not able to comprehend 9-digit confirmation numbers.
This is turning out to be a case study in how not to do a merger between companies, and I thought the Accor - Fairmont migration was a mess last month.
Both claims are sitting at 12 hours and counting.
Aug 25, 2018, 6:49 am
#1087
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I did find a SPG branded web page that worked better than the newer awful Marriott web page.
I continue to be stunned by the poor showing with this merger and system integration.
And they have disconnected the Starwood BRG phone number as well.
Aug 25, 2018, 9:18 am
#1088
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
Now it's over 27 hours and no reply! I want cashback as it's a 300 EUR stay so I went through giving assistant which gives 5% cashback (as there's no more SPG cashback available).
Aug 25, 2018, 9:56 am
#1089
Original Poster
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
From what I understand, St. Thomas CCC is being closed and moved to Mexico. The interesting question is whether Omaha and Salt Lake (Marriott call centres) eventually face the same fate.
Aug 25, 2018, 9:59 am
#1090
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Aug 25, 2018, 10:39 am
#1091
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Sucks. As a european I can understand the frustrating when business are moving from Canada/The US to any low salary country like Mexico. Especially when that happens in St Thomas with only 37000 citizens and there's a big American company behind the decision.
Aug 26, 2018, 1:45 am
#1092
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
Tried talking to a rep in Mexico and her English was hopeless.
My claim has been filed for almost 2 days and still no reply......
My claim has been filed for almost 2 days and still no reply......
Aug 26, 2018, 3:25 am
#1093
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Results of my three claims over the past week:
1. Denied in error by someone with a first name only that started with M. Very odd. My follow-up email requesting a review has been ignored entirely. Turnaround time 19 hours.
2. Approved by a St Thomas or Austin-based agent as I recognize the name. Apologies for the ongoing mess with the integration were included. Turnaround time 26 hours.
3. Approved by India-based agent. Still stunned. Turnaround time 8 hours.
Of course, the reservations have not been edited in the online system, so I fully expect a hassle at these Design Hotels when checking-in. And I look forward to being welcomed as a basic member.
Bigger is not better, and Marriott Inc is proving this everyday. Woefully unprepared is an understatement, IMHO.
Aug 26, 2018, 6:17 am
#1094
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 talked to the rep in Mexico to redeem a travel package - she couldn't even understand what a travel package is.
Still no reply to my claim, it's been 2 days now. Sent a tweet to Marriott and no reply. Very annoying.
I filed using the Marriott form - but it ought to work as it's only Marriott now, no SPG.
Still no reply to my claim, it's been 2 days now. Sent a tweet to Marriott and no reply. Very annoying.
I filed using the Marriott form - but it ought to work as it's only Marriott now, no SPG.
Aug 26, 2018, 6:29 am
#1095
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
I guess that's not a priority fix with so many other merger issues. 