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 28, 2018, 3:00 pm
#691
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Sucks that Marriott implemented the new terms for Spg right before the summer holidays. Around the time of the year when brg are having their peak time. They could at least have waited until september or august around the merger.
Nah this feels like a nail in the eye. It's not the Marriott I came to like a few years ago when I discovered their program.
My reservations with Spg are all set for the rest of the year but if Marriott starts to throw rubbish terms at me and continue to treat the brg program like trash I'll use up my last points and move somewhere else.
Have always liked Accor and their hotels are everywhere where I do my travel.
Be careful how you proceed Marriott or you will loose platinum customers and go the way Hyatt went.
Nah this feels like a nail in the eye. It's not the Marriott I came to like a few years ago when I discovered their program.
My reservations with Spg are all set for the rest of the year but if Marriott starts to throw rubbish terms at me and continue to treat the brg program like trash I'll use up my last points and move somewhere else.
Have always liked Accor and their hotels are everywhere where I do my travel.
Be careful how you proceed Marriott or you will loose platinum customers and go the way Hyatt went.
May 28, 2018, 3:29 pm
#692
Join Date: Apr 2015
Programs: Some
Posts: 5,252
Not a good weekend for loyalty schemes - first QRPC massively devalues and now this!
May 28, 2018, 3:49 pm
#693
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Sucks that Marriott implemented the new terms for Spg right before the summer holidays. Around the time of the year when brg are having their peak time. They could at least have waited until september or august around the merger.
Nah this feels like a nail in the eye. It's not the Marriott I came to like a few years ago when I discovered their program.
My reservations with Spg are all set for the rest of the year but if Marriott starts to throw rubbish terms at me and continue to treat the brg program like trash I'll use up my last points and move somewhere else.
Have always liked Accor and their hotels are everywhere where I do my travel.
Be careful how you proceed Marriott or you will loose platinum customers and go the way Hyatt went.
Nah this feels like a nail in the eye. It's not the Marriott I came to like a few years ago when I discovered their program.
My reservations with Spg are all set for the rest of the year but if Marriott starts to throw rubbish terms at me and continue to treat the brg program like trash I'll use up my last points and move somewhere else.
Have always liked Accor and their hotels are everywhere where I do my travel.
Be careful how you proceed Marriott or you will loose platinum customers and go the way Hyatt went.
If they stay firm I will start looking for the cheapest option at the star/amenity rating I like for hotels...Priceline unmasks their express deals often now. No need to let Marriott keep 100% of the revenue for watered down elite benefits...rather save an extra 50% and give Priceline a cut even if I end up in a "deluxe room."
May 28, 2018, 3:56 pm
#694
Join Date: May 2013
Location: Seoul, KR
Programs: MAR Titanium, HH Gold
Posts: 572
I have processed your claim to compare rates for a Classic room with no deposit and a cancellation policy allowing you to cancel up to 4:00 PM hotel time on Friday, September 21, 2018. On our website I found a rate of 261,250.00 KRW per night, plus service charge and tax allowing you to cancel any time before 4:00 PM hotel time on Friday, September 21, 2018. I was not able to match the cancellation policy for a Classic room on the app. Since I am not able to match the cancellation policy, I am unable to approve your claim.
This response came from one of my favourite SPG BRG agents. She must be now extremely busy. Ha-ha-ha.
So ridiculously strict about cancellation policy although she mistakenly replied I guess.
This response came from one of my favourite SPG BRG agents. She must be now extremely busy. Ha-ha-ha.
So ridiculously strict about cancellation policy although she mistakenly replied I guess.
May 28, 2018, 4:21 pm
#695
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
Hotel Name: Westin Lake Las Vegas Resort & Spa
Arrival Date: 5/31/18
Departure Date: 6/4/18
Number of Rooms: 1
Number of Guests: 2
Room Type: Traditional Non-Smoking King Bed (competing website was Standard)
Starwood Brand Web Site Room Rate: $94.84
Competing Rate: $78.76
Competing Web Site: Priceline
Comments: This took twice to try to get matched. The first time they couldn't find the rate, but then explained on the 2nd try that they had to be logged into Priceline to get that rate (that wasn't correct, but oh well). I'm happy they matched a "Traditional" with Standard. This was all pre-paid so that matched.
Arrival Date: 5/31/18
Departure Date: 6/4/18
Number of Rooms: 1
Number of Guests: 2
Room Type: Traditional Non-Smoking King Bed (competing website was Standard)
Starwood Brand Web Site Room Rate: $94.84
Competing Rate: $78.76
Competing Web Site: Priceline
Comments: This took twice to try to get matched. The first time they couldn't find the rate, but then explained on the 2nd try that they had to be logged into Priceline to get that rate (that wasn't correct, but oh well). I'm happy they matched a "Traditional" with Standard. This was all pre-paid so that matched.
May 28, 2018, 8:21 pm
#696
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
I find how Marriott likes to implement things at different times to anger their customers.
First they kick off a membership status change on August 1 instead of January 1, so you worked your status in 2017 only to find out everything will be changed mid-year.
They then kept the legacy rule where stays apply for SPG properties but not the 3 rooms per stay rule till December 31, 2018.
Now they throw in a BRG program change May 25 instead of August 1. Hello, if you set the date for August 1, why are you making another change?
Can't they just freaking stick to a date? Do they think this way it's better to "retain" customers cause we are in the middle of a booking already so we won't leave?
First they kick off a membership status change on August 1 instead of January 1, so you worked your status in 2017 only to find out everything will be changed mid-year.
They then kept the legacy rule where stays apply for SPG properties but not the 3 rooms per stay rule till December 31, 2018.
Now they throw in a BRG program change May 25 instead of August 1. Hello, if you set the date for August 1, why are you making another change?
Can't they just freaking stick to a date? Do they think this way it's better to "retain" customers cause we are in the middle of a booking already so we won't leave?
May 28, 2018, 8:57 pm
#697
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
I find how Marriott likes to implement things at different times to anger their customers.
First they kick off a membership status change on August 1 instead of January 1, so you worked your status in 2017 only to find out everything will be changed mid-year.
They then kept the legacy rule where stays apply for SPG properties but not the 3 rooms per stay rule till December 31, 2018.
Now they throw in a BRG program change May 25 instead of August 1. Hello, if you set the date for August 1, why are you making another change?
Can't they just freaking stick to a date? Do they think this way it's better to "retain" customers cause we are in the middle of a booking already so we won't leave?
First they kick off a membership status change on August 1 instead of January 1, so you worked your status in 2017 only to find out everything will be changed mid-year.
They then kept the legacy rule where stays apply for SPG properties but not the 3 rooms per stay rule till December 31, 2018.
Now they throw in a BRG program change May 25 instead of August 1. Hello, if you set the date for August 1, why are you making another change?
Can't they just freaking stick to a date? Do they think this way it's better to "retain" customers cause we are in the middle of a booking already so we won't leave?
In mega mergers like this, there are so many moving parts - and unless the organization has a strong project management office of some sort with authority - lots of decisions are made in vertical vacuums without much regard for what is happening elsewhere in the organization
Also, changing EVERYTHING on one date can be a challenge because, sometimes things don't work or things fall behind, and making massive changes on 1 day could lead to their rez system going down, for examples
These are not excuses; just often reality and thus why it's important to give them strong feedback about poorly thought out changes
May 28, 2018, 9:28 pm
#698
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I just got an LNF claim approved from MR LNF comparing only rate type after 12h , well done MR.
Now we will see what the equivalent SPG LNF claim associated with the same LNF T&C and for an adjacent SPG property will yield. The claim by the way was submitted 28h ago...still no response...
Now we will see what the equivalent SPG LNF claim associated with the same LNF T&C and for an adjacent SPG property will yield. The claim by the way was submitted 28h ago...still no response...
May 28, 2018, 11:47 pm
#699
Join Date: Jan 2010
Location: Rotterdam
Programs: AMEX Platinum, BA Gold, Flying Blue Platinum, Marriott Platinum Elite, Hertz President's Circle
Posts: 1,280
Response from supervisor from BRG team:
"Thank you for your reply. As an elite Starwood Preferred Guest member and frequent BRG claim submitter; I would like to take this opportunity to clarify the recently updated Best Rate Guarantee process to avoid any issues with any other claims you might submit in the future.
With the recent changes made to our terms and conditions; our Best Rate Guarantee team is now required to compare on the competing site the same room type, amenities, deposit and cancellation policies as those booked on your confirmed reservation.
In order for us to process a request by comparing the lowest non-refundable rate on the competing website, you are required to confirm a non-refundable Starwood reservation at the time of submission. If the claim is approved, the cancellation policy originally booked will remain the same. Same goes for if you wish for us to compare breakfast inclusive rates, you would need to confirm a Starwood reservation for a breakfast inclusive rate with matching cancellation policy to the competing rate.
Mr. XXX, it is important to note; all guests who makes a confirmed reservation are responsible for all costs, expenses and fees associated with such reservation (including, without limitation, any cancellation fees) even if the Best Rate Guarantee claim is denied."
"Thank you for your reply. As an elite Starwood Preferred Guest member and frequent BRG claim submitter; I would like to take this opportunity to clarify the recently updated Best Rate Guarantee process to avoid any issues with any other claims you might submit in the future.
With the recent changes made to our terms and conditions; our Best Rate Guarantee team is now required to compare on the competing site the same room type, amenities, deposit and cancellation policies as those booked on your confirmed reservation.
In order for us to process a request by comparing the lowest non-refundable rate on the competing website, you are required to confirm a non-refundable Starwood reservation at the time of submission. If the claim is approved, the cancellation policy originally booked will remain the same. Same goes for if you wish for us to compare breakfast inclusive rates, you would need to confirm a Starwood reservation for a breakfast inclusive rate with matching cancellation policy to the competing rate.
Mr. XXX, it is important to note; all guests who makes a confirmed reservation are responsible for all costs, expenses and fees associated with such reservation (including, without limitation, any cancellation fees) even if the Best Rate Guarantee claim is denied."
May 29, 2018, 12:33 am
#700
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
I received this from the BRG team:
"Over the years our program's terms and conditions have been updated to reflect changes to our process and we have never sent email communication to our guests advising of the changes. Although this is not our process; I can understand how this can be frustrating to our guests.
Your understanding is correct on needing to confirm a non-refundable Starwood reservation in order for us to compare the lowest non-refundable competing rate. However; I would like to clarify one concern you outlined regarding the cancelable cancellation policies and our comparison. Please know that when we say matching cancellation policies we do not mean identical (such as 3pm cancel vs 4pm cancel) but matching as in flexible to flexible or non-cancelable to non-cancelable / deposit to deposit or no deposit to no deposit."
Is this what has been happening? So non-refundable Vs non-refundable, flexible Vs flexible (with times / deadlines still differing?).
I am still confused. Does it mean that I can book a flexible rate and BRG against a competing site flexible rate, but ONLY if it's still the lowest rate on SPG and happens to be flexible? Or flexible rates not completely out of the window? What's the deposit thing?
"Over the years our program's terms and conditions have been updated to reflect changes to our process and we have never sent email communication to our guests advising of the changes. Although this is not our process; I can understand how this can be frustrating to our guests.
Your understanding is correct on needing to confirm a non-refundable Starwood reservation in order for us to compare the lowest non-refundable competing rate. However; I would like to clarify one concern you outlined regarding the cancelable cancellation policies and our comparison. Please know that when we say matching cancellation policies we do not mean identical (such as 3pm cancel vs 4pm cancel) but matching as in flexible to flexible or non-cancelable to non-cancelable / deposit to deposit or no deposit to no deposit."
Is this what has been happening? So non-refundable Vs non-refundable, flexible Vs flexible (with times / deadlines still differing?).
I am still confused. Does it mean that I can book a flexible rate and BRG against a competing site flexible rate, but ONLY if it's still the lowest rate on SPG and happens to be flexible? Or flexible rates not completely out of the window? What's the deposit thing?
May 29, 2018, 12:58 am
#701
Suspended
Join Date: Sep 2017
Posts: 301
I received this from the BRG team:
"Over the years our program's terms and conditions have been updated to reflect changes to our process and we have never sent email communication to our guests advising of the changes. Although this is not our process; I can understand how this can be frustrating to our guests.
Your understanding is correct on needing to confirm a non-refundable Starwood reservation in order for us to compare the lowest non-refundable competing rate. However; I would like to clarify one concern you outlined regarding the cancelable cancellation policies and our comparison. Please know that when we say matching cancellation policies we do not mean identical (such as 3pm cancel vs 4pm cancel) but matching as in flexible to flexible or non-cancelable to non-cancelable / deposit to deposit or no deposit to no deposit."
Is this what has been happening? So non-refundable Vs non-refundable, flexible Vs flexible (with times / deadlines still differing?).
I am still confused. Does it mean that I can book a flexible rate and BRG against a competing site flexible rate, but ONLY if it's still the lowest rate on SPG and happens to be flexible? Or flexible rates not completely out of the window? What's the deposit thing?
"Over the years our program's terms and conditions have been updated to reflect changes to our process and we have never sent email communication to our guests advising of the changes. Although this is not our process; I can understand how this can be frustrating to our guests.
Your understanding is correct on needing to confirm a non-refundable Starwood reservation in order for us to compare the lowest non-refundable competing rate. However; I would like to clarify one concern you outlined regarding the cancelable cancellation policies and our comparison. Please know that when we say matching cancellation policies we do not mean identical (such as 3pm cancel vs 4pm cancel) but matching as in flexible to flexible or non-cancelable to non-cancelable / deposit to deposit or no deposit to no deposit."
Is this what has been happening? So non-refundable Vs non-refundable, flexible Vs flexible (with times / deadlines still differing?).
I am still confused. Does it mean that I can book a flexible rate and BRG against a competing site flexible rate, but ONLY if it's still the lowest rate on SPG and happens to be flexible? Or flexible rates not completely out of the window? What's the deposit thing?
The deposit requirement, which Marriott never used, renders the BRG completely useless on cancellable rates.
Last edited by M.dA.R.; May 29, 2018 at 1:27 am
May 29, 2018, 1:23 am
#702
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I received this from the BRG team:
"Over the years our program's terms and conditions have been updated to reflect changes to our process and we have never sent email communication to our guests advising of the changes. Although this is not our process; I can understand how this can be frustrating to our guests.
Your understanding is correct on needing to confirm a non-refundable Starwood reservation in order for us to compare the lowest non-refundable competing rate. However; I would like to clarify one concern you outlined regarding the cancelable cancellation policies and our comparison. Please know that when we say matching cancellation policies we do not mean identical (such as 3pm cancel vs 4pm cancel) but matching as in flexible to flexible or non-cancelable to non-cancelable / deposit to deposit or no deposit to no deposit."
Is this what has been happening? So non-refundable Vs non-refundable, flexible Vs flexible (with times / deadlines still differing?).
I am still confused. Does it mean that I can book a flexible rate and BRG against a competing site flexible rate, but ONLY if it's still the lowest rate on SPG and happens to be flexible? Or flexible rates not completely out of the window? What's the deposit thing?
"Over the years our program's terms and conditions have been updated to reflect changes to our process and we have never sent email communication to our guests advising of the changes. Although this is not our process; I can understand how this can be frustrating to our guests.
Your understanding is correct on needing to confirm a non-refundable Starwood reservation in order for us to compare the lowest non-refundable competing rate. However; I would like to clarify one concern you outlined regarding the cancelable cancellation policies and our comparison. Please know that when we say matching cancellation policies we do not mean identical (such as 3pm cancel vs 4pm cancel) but matching as in flexible to flexible or non-cancelable to non-cancelable / deposit to deposit or no deposit to no deposit."
Is this what has been happening? So non-refundable Vs non-refundable, flexible Vs flexible (with times / deadlines still differing?).
I am still confused. Does it mean that I can book a flexible rate and BRG against a competing site flexible rate, but ONLY if it's still the lowest rate on SPG and happens to be flexible? Or flexible rates not completely out of the window? What's the deposit thing?
LNF MR is comparing rate types i.e, you book the flexible rate available on spg.com and you compare it against a OTA flexible rate and not splitting hairs with respect to the detailed conditions of the OTA rate. This is in principle how I have come to understand how MR LNF works.
Going forward as you can imagine it becomes troublesome to LNF against non refundable rates on the other hand there are more often than not that there exists many opportunities to LNF against OTA flexible rates. This is at least my experience. It's not easy for a property to avoid LNF unless they have a very low flex premium. This is why I am puzzled that MAR went with LNF instead of BRG. If you find a SPG BRG it's often a tad lower than at MR but on the other hand a little trickier to find.... My experience at least .
Last edited by X-ON; May 29, 2018 at 1:54 am
May 29, 2018, 2:04 am
#703
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
I don't think there was that much thought to it unfortunately
In mega mergers like this, there are so many moving parts - and unless the organization has a strong project management office of some sort with authority - lots of decisions are made in vertical vacuums without much regard for what is happening elsewhere in the organization
Also, changing EVERYTHING on one date can be a challenge because, sometimes things don't work or things fall behind, and making massive changes on 1 day could lead to their rez system going down, for examples
These are not excuses; just often reality and thus why it's important to give them strong feedback about poorly thought out changes
In mega mergers like this, there are so many moving parts - and unless the organization has a strong project management office of some sort with authority - lots of decisions are made in vertical vacuums without much regard for what is happening elsewhere in the organization
Also, changing EVERYTHING on one date can be a challenge because, sometimes things don't work or things fall behind, and making massive changes on 1 day could lead to their rez system going down, for examples
These are not excuses; just often reality and thus why it's important to give them strong feedback about poorly thought out changes
Then they had an incomplete website informing very generic information not in details when it was first launched. They adding things as they receive feedback (mostly from flyertalk and bloggers) but many remains unanswered or stay confused. Many of their associates don't know what's going on and say things that conflicts each other, but apparently most things have gone with what Fleuck said.
Not informing the T&C change on the brg is also hilarious. I know they will tell us they did not have to announce it, but these sudden changes remain spiteful. The recent implementation seems horrendous, with SPG associates defining their own T&C left and right, not even in line with the LNF program. I am unsure why they mostly took the route of LNF and not BRG, as to me BRG seems to be an easy task for most agents (you just compare the lowest rate for the booking in question). Now, they have to look into more things and are locked in 24 hours to respond (though SPG is miles behind than Marriott in this department even before this change, I hardly get a response within 24 hours), plus they have a number that customer will call in to complain (previous the India team, now probably onto the how the T&C is defined).
May 29, 2018, 2:12 am
#704
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: 13,043
Thank you for your reply and for taking the time to provide us with feedback on our recent changes to our Best Rate Guarantee program. As an elite member of our Starwood Preferred Guest program, I am sorry to see you have since canceled reservation XXXXXXX.
We have made some changes to align our Best Rate Guarantee with Marriott Look no Further in anticipation of our combined loyalty programs. It is always been written in our terms and conditions that we reserve the right to modify or cancel the guarantee at any time without prior notice, and prior notice has never been provided to any guests when our terms were updated previously. However, I understand this sudden change can be frustrating to our members.
Please rest assured that I have passed along your feedback to our Best Rate Guarantee Supervisors. Your feedback is important to us as we can only continue to improve on our programs by receiving it.
We have made some changes to align our Best Rate Guarantee with Marriott Look no Further in anticipation of our combined loyalty programs. It is always been written in our terms and conditions that we reserve the right to modify or cancel the guarantee at any time without prior notice, and prior notice has never been provided to any guests when our terms were updated previously. However, I understand this sudden change can be frustrating to our members.
Please rest assured that I have passed along your feedback to our Best Rate Guarantee Supervisors. Your feedback is important to us as we can only continue to improve on our programs by receiving it.
But a font change mid email means they cut and pasted a form response. Amateur stuff. But if they truly want to continue with the argument about aligning the two, they'd better learn more quickly how LNF actually works!
With Platinum re-qualification confirmed for me, I think this is the end of SPG for me. See you in 2019 as Starriott Preferred Rewards...
May 29, 2018, 6:20 am
#705
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
So you're surprised that they (politely) said - we don't care, It's our ball and we make the rules?