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
Jun 4, 2018, 2:38 pm
#751
Suspended
Join Date: Sep 2017
Posts: 301
So I got an answer and my claim was approved.
Dear Mr. X-ON,
Thank you for your patience while we waited for clarification on the flexible policy regarding Amoma.com. I appreciate the opportunity to assist you.
I would like to begin by saying you are correct. We were taking the Amoma.com cancellation policy literally and we should have been treating it more flexible. Thank you for bringing the discrepancy to our attention. That being said, I am pleased to advise your claim is approved.
Probably its hoping too much, but you would under normal circumstances believe they start to try to converge the practice of SPG LNG and MR LNF, but given how this has been executed from the start ... I am skeptical we will see ....
Dear Mr. X-ON,
Thank you for your patience while we waited for clarification on the flexible policy regarding Amoma.com. I appreciate the opportunity to assist you.
I would like to begin by saying you are correct. We were taking the Amoma.com cancellation policy literally and we should have been treating it more flexible. Thank you for bringing the discrepancy to our attention. That being said, I am pleased to advise your claim is approved.
Probably its hoping too much, but you would under normal circumstances believe they start to try to converge the practice of SPG LNG and MR LNF, but given how this has been executed from the start ... I am skeptical we will see ....
are you willing to share the claim reference number or the name of the manager/executive who sorted it out for you in the event other amoma claims get deniedon the same grounds?
Jun 4, 2018, 7:14 pm
#752
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I PM'ed you the #. However I think they will only quote information privacy laws and that is it. What we can hope for is that the practice of the SPG LNF team start to converge towards the practice of the MR LNF team. It is quite pathetic that you first need to get a successful LNF with MR for a OTA (for a random MR hotel) in order to get a successful claim with the same OTA approved for a SPG LNF.
Jun 5, 2018, 1:06 am
#753
Join Date: Aug 2007
Location: SBA
Programs: UA & AA 1 million miler
Posts: 1,134
I found a cheaper rate at hotelquickly.com (non-refundable rate, deluxe room, bed type not specified) and it’s only $3 cheaper than SPG Member Exclusive Prepaid Rate (non-refundable, deluxe room, both 1 King and 2 Singke beds are the same rate).
Cancellation policy for the cheaper rate at the hotelquickly.com site says
“This special discounted rate is non-refundable and cannot be changed or canceled. If you choose to change or cancel this booking or not show up at the hotel you will not be refunded any of the payment.”
My question is that the SPG Member Exclusive Rate is still cancellable but I just don’t get my money back.
The cheaper rate clearly says “cannot be canceled”.
I wonder if my BRG request is denied because of the cancellation policy.
Also, the cheaper rate doesn’t specify bed type...
It’s only $3 cheaper but if BGR works, I get 20% discount, correct?
Any advice?
Cancellation policy for the cheaper rate at the hotelquickly.com site says
“This special discounted rate is non-refundable and cannot be changed or canceled. If you choose to change or cancel this booking or not show up at the hotel you will not be refunded any of the payment.”
My question is that the SPG Member Exclusive Rate is still cancellable but I just don’t get my money back.
The cheaper rate clearly says “cannot be canceled”.
I wonder if my BRG request is denied because of the cancellation policy.
Also, the cheaper rate doesn’t specify bed type...
It’s only $3 cheaper but if BGR works, I get 20% discount, correct?
Any advice?
Jun 5, 2018, 11:47 am
#754
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Ok, an additional data point: Another approval for another OTA (not amoma.com) using upfront payment and x days before arrival free cancellation x>3. Seems like LNF SPG is converging towards LNF MR.
Last edited by X-ON; Jun 5, 2018 at 12:14 pm
Jun 5, 2018, 5:09 pm
#755
Join Date: Sep 2007
Location: YYZ
Programs: TK*G, Marriott Gold, Hilton Diamond, IHG Plat
Posts: 678
I booked a long weekend getaway for October with 1N layover at IAH and 3N at SJD. In both locations, the priceline "standard room" non-refundable rates for Sheration IAH and Sheraton SJD are half of the lowest non-refundable SPG.com rates. SPG.com does not have "standard room", only king or double double. I initially booked a refundable king room on spg.com, and then submitted a BRG claim noting that I booked the rate to generate a reservation # only and provided all the necessary details. The first BRG came back approved, but compared to a much higher flex rate on priceline. I replied back and explained my initial ask. The same agent wrote back:
"Our terms and conditions have recently updated on May 25, 2018 and we have changed the way we process claims. We will now compare the room type, amenities, deposit and cancellation policies on the competing website which match the one you booked on your reservation.
Please keep in mind, we cannot use guests screen shots to process our claims. They need to be done by a trained Best Rate Guarantee agent using the live rates online. I did review your screen shot and see you picked a prepaid cancellation rate. This is ineligible as you booked a flexible cancellation policy on your booking."
I cancelled my reservation with SPG and decided to book directly with Priceline instead. It seems even if I book a non-refundable on SPG.com, I still won't get the BRG approved due to the differences in "room type". I guess the BRG is indeed over... Honestly, I am ok if SPG.com rate is slight higher than priceline, but 100% higher? why would I book direct?
"Our terms and conditions have recently updated on May 25, 2018 and we have changed the way we process claims. We will now compare the room type, amenities, deposit and cancellation policies on the competing website which match the one you booked on your reservation.
Please keep in mind, we cannot use guests screen shots to process our claims. They need to be done by a trained Best Rate Guarantee agent using the live rates online. I did review your screen shot and see you picked a prepaid cancellation rate. This is ineligible as you booked a flexible cancellation policy on your booking."
I cancelled my reservation with SPG and decided to book directly with Priceline instead. It seems even if I book a non-refundable on SPG.com, I still won't get the BRG approved due to the differences in "room type". I guess the BRG is indeed over... Honestly, I am ok if SPG.com rate is slight higher than priceline, but 100% higher? why would I book direct?
Jun 5, 2018, 7:36 pm
#756
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,174
"I did review your screen shot and see you picked a prepaid cancellation rate. This is ineligible as you booked a flexible cancellation policy on your booking."
That's the problem with the BRG now. You must book a non refundable rate to be able to do a BRG on the lowest SPG rate (which in most cases is also non refundable). With Marriott, you can at least have a chance if you book the non-refundable rate that is still refundable without 24 hours. However, thinking again, does that mean the competing rate should also have the 24 hour free cancellation in its cancellation policy?! It didn't in the past.
Your second issue is the room type, which is also ridiculous as they are clearly the same but just worded differently. Or can we argue that the standard room isn't being sold on SPG and therefore, as it's cheaper than the other categories on SPG, the BRG should apply? Then you get the 'standard' room at the hotel, which should be the same category!
I am not booking any more rooms at SPG until after 1st August, at which point I will just do BRGs with Marriott hotels and forget SPG legacy hotels if they still don't have a free 24-hour cancellation policy on non-refundable rates. It's just not worth the risk booking these non refundable rates when you don't know whether the BRG will be approved or not. Usually, if they aren't approved, and I am not guaranteed the best rate, I don't want to keep that booking! In the case above on Priceline, that's surely the whole purpose of the BRG - if you don't get it, you should be able to CANCEL the original booking. Now we can't. So SPG legacy hotels WON'T get my bookings until they change the policy.
That's the problem with the BRG now. You must book a non refundable rate to be able to do a BRG on the lowest SPG rate (which in most cases is also non refundable). With Marriott, you can at least have a chance if you book the non-refundable rate that is still refundable without 24 hours. However, thinking again, does that mean the competing rate should also have the 24 hour free cancellation in its cancellation policy?! It didn't in the past.
Your second issue is the room type, which is also ridiculous as they are clearly the same but just worded differently. Or can we argue that the standard room isn't being sold on SPG and therefore, as it's cheaper than the other categories on SPG, the BRG should apply? Then you get the 'standard' room at the hotel, which should be the same category!
I am not booking any more rooms at SPG until after 1st August, at which point I will just do BRGs with Marriott hotels and forget SPG legacy hotels if they still don't have a free 24-hour cancellation policy on non-refundable rates. It's just not worth the risk booking these non refundable rates when you don't know whether the BRG will be approved or not. Usually, if they aren't approved, and I am not guaranteed the best rate, I don't want to keep that booking! In the case above on Priceline, that's surely the whole purpose of the BRG - if you don't get it, you should be able to CANCEL the original booking. Now we can't. So SPG legacy hotels WON'T get my bookings until they change the policy.
Jun 6, 2018, 12:31 am
#757
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
Just got one approved, which had similar cancellation policies, but had to be paid when booking, as it has to been done with many OTAs.
The site was denied two days ago.
The site was denied two days ago.
Jun 6, 2018, 12:46 am
#758
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
This is still a very poorly executed implementaion of the new BRG T&C, they jut does not seem to get their act together.
Jun 6, 2018, 5:54 pm
#759
Join Date: Sep 2007
Location: YYZ
Programs: TK*G, Marriott Gold, Hilton Diamond, IHG Plat
Posts: 678
I think they have problem disseminate the MR LNF implementation of the T&C. I submitted two SPG LNF claims with respect to the same OTA with the exact same booking conditions vs, the exact same SPG booking conditions; one approved one rejected.
This is still a very poorly executed implementaion of the new BRG T&C, they jut does not seem to get their act together.
This is still a very poorly executed implementaion of the new BRG T&C, they jut does not seem to get their act together.
Honestly, I am even ok with SPG to simply match PL without the 25% discount. I got a feeling that more and more SPG-managed hotels may want to part their ways with SPG/MR.
Jun 6, 2018, 7:40 pm
#760
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,174
Jun 7, 2018, 12:49 am
#761
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I think they have problem disseminate the MR LNF implementation of the T&C. I submitted two SPG LNF claims with respect to the same OTA with the exact same booking conditions vs, the exact same SPG booking conditions; one approved one rejected.
This is still a very poorly executed implementaion of the new BRG T&C, they jut does not seem to get their act together.
This is still a very poorly executed implementaion of the new BRG T&C, they jut does not seem to get their act together.
So now we can outline a (cumbersome) strategy to get an approved SPG LNF claim for a flexible rate:
(1) Identify the OTA with an eligible rate and submit a SPG LNF claim
(2) For the same OTA now you select a rate with the same booking conditions for a random MR property which is eligible for LNF and submit a LNF claim
(3) If you get an initial denial for the SPG LNF claim you can reply back and attach the approval for the MR LNF claim for the same OTA and booking conditions. Asking them to motivate their denial in the light of the MR LNF approval.
I sincerly hope somebody will be held accountable for this mess. For now I think the best solution is to shut down the SPG LNF team ... who knows maybe that is the idea.
Last edited by X-ON; Jun 7, 2018 at 12:59 am
Jun 7, 2018, 1:47 am
#762
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 235
The risk of booking a non refundable rate to do brg will make me skip booking SPG hotels till it's integration into Marriott on August 1.
Guess I will book Marriott for stays in July as at least I have 24 hour to cancel my reservation over there on most prepaid rate.
Guess I will book Marriott for stays in July as at least I have 24 hour to cancel my reservation over there on most prepaid rate.
Jun 7, 2018, 3:02 am
#763
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
There is no need to book a nom refundable rate, the OTA rate just has to have comparable conditions.
Jun 7, 2018, 3:09 am
#764
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Actually in MR LNF the rates subject to comparison needs to be of the same "type", hence why MR LNF accepts LNF claims with respect to flexible rates from OTAs as otel.com and amoma.com.
Jun 7, 2018, 6:37 am
#765
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
AFAIR it was Hilton where the cancellation deadline should not differ by more than 3 days?