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 10, 2018, 7:18 am
#796
Join Date: Oct 2013
Location: SIN/BNE
Posts: 816
Pre-paid, advance purchase, or non-refundable rates on Ctrip/Trip.com or Fliggy are not eligible.
Jun 10, 2018, 7:24 am
#797
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
Don't fight with me if you don't know how to read T&Cs. It's quite clear
Almost every OTA has a different cancellation policy on their flex rates. (i.e. pay then refund) Which is why only prepaid rates tend to work while SPG works out the ridiculousness of their application of the new rules. Ctrip has long been singled out as ineligible because reservations aren't immediately confirmed.
Certain rates do not apply to this guarantee. For example, a comparison rate does not qualify if it is not publicly available, such as negotiated corporate rates, senior or group rates, or rates available through paid memberships (AAA, etc), rates negotiated for extended stays (beyond 30 nights), rates that have different rules such as cancellation or refund policies, or rates that include differing guaranteed custom room options.
Jun 10, 2018, 7:46 am
#798
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Just a heads up, SPG will deny claims if the rate on 3rd party site requires pre payment even though all booking conditions (cancellation, room type, etc) are the SAME.
Unless you take the risk and book prepaid rates on SPG, you are most likely not going to get your BRG approved.
This is an unpublished changes and none of the BRG associates can point me to the t&c stating this.
From having (one of the) best BRG system, SPG now has the worst.
Unless you take the risk and book prepaid rates on SPG, you are most likely not going to get your BRG approved.
This is an unpublished changes and none of the BRG associates can point me to the t&c stating this.
From having (one of the) best BRG system, SPG now has the worst.
Last edited by X-ON; Jun 10, 2018 at 8:04 am
Jun 10, 2018, 11:33 am
#799
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
You can always use book a Marriott property and make a MR LNF claim. Even though the T&C are verbatim the same the execution could not be more different MR only compares rate type and do not compare the details in the booking conditions, hence prepayment, cancellation do not matter as long the rate is classified as flexible. But if you want to book a SPG property you're stuck even though some of us gotten SPG LNF claims approved in accordance with the MR LNF practice, probably just lucky... yes it is confusing...
Jun 10, 2018, 7:10 pm
#800
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I sent an email pertaining to the inconsistencies in the execution of the T&C. I attached three approved Marriott claims using otel.com via hotelscombined and the reply from the SPG LNF team indicating they don't care about the inconsistencies. Anyway it will be interesting to see what the response will be.
Dear Mr. X-ON,
Thank you for taking the time to provide your feedback.
Mr.X-ON, I am sorry to hear that you feel we are attempting to sabotage any aspect of the merger or the Look No Further and Best Rate Guarantee programs. Please know that this is definitely not our intent and hope that you can understand that we are currently working through this together with Marriott. This is in no means makes us lacking in professionalism, we must abide by the direction that has been provided to us by Marriott at this time.
We would be happy to speak with you, if you could please reply with the best phone number and two hour period to reach you.
I wish you a wonderful week.
Best Regards,
Senior Associate, Best Rate Guarantee
Starwood Hotels & Resorts Worldwide, LLC
Don't know what to think about it I guess I schedule a call in the upcoming week... "we must abide by the direction that has been provided to us by Marriott at this time" if this is true , i.e. the difference in practice is intentional it is mind boggling. More likely is that there is huge miss understanding of what this direction actually is.. however they spin this the optics are horrible...
Last edited by X-ON; Jun 10, 2018 at 7:38 pm
Jun 10, 2018, 10:44 pm
#801
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Just a heads up, SPG will deny claims if the rate on 3rd party site requires pre payment even though all booking conditions (cancellation, room type, etc) are the SAME.
Unless you take the risk and book prepaid rates on SPG, you are most likely not going to get your BRG approved.
This is an unpublished changes and none of the BRG associates can point me to the t&c stating this.
From having (one of the) best BRG system, SPG now has the worst.
Unless you take the risk and book prepaid rates on SPG, you are most likely not going to get your BRG approved.
This is an unpublished changes and none of the BRG associates can point me to the t&c stating this.
From having (one of the) best BRG system, SPG now has the worst.
While I was investigating rates for a Superior King room, with no deposit, and flexible cancellation, I found that the terms on getaroom.com indicate that all reservations are charged an in-full deposit for the entire stay. "Your credit card is charged in full at the time you book a reservation." For this reason we must deny your claim.
For Marriott LNF, even prepaid rate normally will have 24 horus cancellation period.
Jun 11, 2018, 1:00 am
#802
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
So SPG and Marriott are handling Brg differently. The question is, what will happen after august when I can make my reservation for Sheraton in city X from marriott.com and file my Brg to the Marriott team? Or will Marriott's LNF team adjust and be on the same level as Spg's? At the moment Marriott's Brg team are not looking at prepayment on flex reservations etc - which is good. They also offer 24hour free cancellation for prepaid. Usually they are very fast to respond as well. My travel plans are usually 100% set so give me the chance to cancel my reservations if my prepaid reservations are no longer Brg qualified - that would be a great move. A 48hour cancellation guarantee for prepaid?
The way I see it is that Spg has a very big core of loyal returning customers. Marriott's want a huge bite of that cake so they made the terms for Brg on Spg tougher.
By looking at the advance payment on flex rates on 3rd parties, Spg is now on the same level as Hyatt's Brg which is a very absurd program. They went from the best Brg program to the worst.
Looks like I'll be ignoring Spg for a while and go Marriott 100%. A good Brg program is vital as I want the best rate available. The question is how long will Marriott have two different Brg terms in their own program... and how long will Marriott keep up with this until they make a change to the worse for their customers as well.
The way I see it is that Spg has a very big core of loyal returning customers. Marriott's want a huge bite of that cake so they made the terms for Brg on Spg tougher.
By looking at the advance payment on flex rates on 3rd parties, Spg is now on the same level as Hyatt's Brg which is a very absurd program. They went from the best Brg program to the worst.
Looks like I'll be ignoring Spg for a while and go Marriott 100%. A good Brg program is vital as I want the best rate available. The question is how long will Marriott have two different Brg terms in their own program... and how long will Marriott keep up with this until they make a change to the worse for their customers as well.
Last edited by joakgarp; Jun 11, 2018 at 1:07 am
Jun 11, 2018, 1:42 am
#803
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
So SPG and Marriott are handling Brg differently. The question is, what will happen after august when I can make my reservation for Sheraton in city X from marriott.com and file my Brg to the Marriott team? Or will Marriott's LNF team adjust and be on the same level as Spg's? At the moment Marriott's Brg team are not looking at prepayment on flex reservations etc - which is good. They also offer 24hour free cancellation for prepaid. Usually they are very fast to respond as well. My travel plans are usually 100% set so give me the chance to cancel my reservations if my prepaid reservations are no longer Brg qualified - that would be a great move. A 48hour cancellation guarantee for prepaid?
The way I see it is that Spg has a very big core of loyal returning customers. Marriott's want a huge bite of that cake so they made the terms for Brg on Spg tougher.
By looking at the advance payment on flex rates on 3rd parties, Spg is now on the same level as Hyatt's Brg which is a very absurd program. They went from the best Brg program to the worst.
Looks like I'll be ignoring Spg for a while and go Marriott 100%. A good Brg program is vital as I want the best rate available. The question is how long will Marriott have two different Brg terms in their own program... and how long will Marriott keep up with this until they make a change to the worse for their customers as well.
The way I see it is that Spg has a very big core of loyal returning customers. Marriott's want a huge bite of that cake so they made the terms for Brg on Spg tougher.
By looking at the advance payment on flex rates on 3rd parties, Spg is now on the same level as Hyatt's Brg which is a very absurd program. They went from the best Brg program to the worst.
Looks like I'll be ignoring Spg for a while and go Marriott 100%. A good Brg program is vital as I want the best rate available. The question is how long will Marriott have two different Brg terms in their own program... and how long will Marriott keep up with this until they make a change to the worse for their customers as well.
Now if MAR want to go down the Hyatt route there is nothing we can do to stop that, however what bugs me more is the inconsistency of the execution of the same T&C. A reasonable expectation would be that within the same corporation the exact same T&C should be executed in the same way. From a principal point of view it doesn't matter if the T&C is executed according to SPG LNF or MR LNF but at least it should be coordinated. If MAR wanted different execution of the BRG programme with respect ot legacy SPG brands they should NOT have align the T&C but instead created a different T&C for legacy SPG brands.
If the intention is to change the execution of the existing T&C in MR LNF this goes into another dimension of incompetency. Why not just change the T&C for both MR and SPG at the same time and then you can reply "we have changed the T&C ..." for both MR and SPG claims.
keeping the same T&C for MR and reply "by the way we have not changed our T&C but we have changed the interpretation of them ..." well the optics is not very good are they ...
My money is on poor or directly wrong communication to SPG LNF team prior to change of the T&C due to an underestimation of the coordination effort necessary ... but my guess is as good as yours...
Jun 11, 2018, 4:05 am
#804
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
If the intention is to change the execution of the existing T&C in MR LNF this goes into another dimension of incompetency. Why not just change the T&C for both MR and SPG at the same time and then you can reply "we have changed the T&C ..." for both MR and SPG claims.
keeping the same T&C for MR and reply "by the way we have not changed our T&C but we have changed the interpretation of them ..." well the optics is not very good are they ...
My money is on poor or directly wrong communication to SPG LNF team prior to change of the T&C due to an underestimation of the coordination effort necessary ... but my guess is as good as yours...
Jun 11, 2018, 8:23 am
#805
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Jun 11, 2018, 6:25 pm
#806
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
BRG update
I've been watching the BRG disaster unfold and submitted my first requests since May 25, a few days ago. Both were flexible reservations, but both were denied because the OTA required an upfront deposit. Last night I replied to one of the denials and asked that it be escalated to a supervisor. I explained that this was not how Marriott processed their LNF requests. I thought Marriott had done a pretty good job of merging the programs and had been treating us fairly but had really dropped the ball on the BRGs.
Today I got 2 calls from one of the long time BRG agents from St Thomas who I've had the pleasure of speaking with many times in the past. She apologized and explained that this is how they had been instructed to process the BRGs, but would forward my comments to upper mgmt. (They truly are wonderful and competent people which is why I get bent out of shape when posters start slamming them.) She called me back a few hours later and said they had just received an email confirming that they would now be comparing flexible vs flexible rates and would no longer deny BRGs because the OTA requires a deposit and Starwood does not! ^
My BRG was approved.
Today I got 2 calls from one of the long time BRG agents from St Thomas who I've had the pleasure of speaking with many times in the past. She apologized and explained that this is how they had been instructed to process the BRGs, but would forward my comments to upper mgmt. (They truly are wonderful and competent people which is why I get bent out of shape when posters start slamming them.) She called me back a few hours later and said they had just received an email confirming that they would now be comparing flexible vs flexible rates and would no longer deny BRGs because the OTA requires a deposit and Starwood does not! ^
My BRG was approved.
Jun 11, 2018, 6:34 pm
#807
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Jun 11, 2018, 8:15 pm
#808
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I've been watching the BRG disaster unfold and submitted my first requests since May 25, a few days ago. Both were flexible reservations, but both were denied because the OTA required an upfront deposit. Last night I replied to one of the denials and asked that it be escalated to a supervisor. I explained that this was not how Marriott processed their LNF requests. I thought Marriott had done a pretty good job of merging the programs and had been treating us fairly but had really dropped the ball on the BRGs.
Today I got 2 calls from one of the long time BRG agents from St Thomas who I've had the pleasure of speaking with many times in the past. She apologized and explained that this is how they had been instructed to process the BRGs, but would forward my comments to upper mgmt. (They truly are wonderful and competent people which is why I get bent out of shape when posters start slamming them.) She called me back a few hours later and said they had just received an email confirming that they would now be comparing flexible vs flexible rates and would no longer deny BRGs because the OTA requires a deposit and Starwood does not! ^
My BRG was approved.
Today I got 2 calls from one of the long time BRG agents from St Thomas who I've had the pleasure of speaking with many times in the past. She apologized and explained that this is how they had been instructed to process the BRGs, but would forward my comments to upper mgmt. (They truly are wonderful and competent people which is why I get bent out of shape when posters start slamming them.) She called me back a few hours later and said they had just received an email confirming that they would now be comparing flexible vs flexible rates and would no longer deny BRGs because the OTA requires a deposit and Starwood does not! ^
My BRG was approved.
To be fair the people to be slammed should not be the individual associate, even though they probably get to face a lot of our (mine) frustration, it is the upper management responsible for merging different aspects of Starwood and MAR.
Jun 11, 2018, 8:19 pm
#809
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 have been avoiding submitting any claims since this issue started, but within the past 24 hours I have received 3 LNF claim approvals, albeit 2 correct and third at a weird rate that will have to be escalated. As MG mentioned above, most of the Starwood BRG Team are great, so I would hope that fellow FTers behave calmly in escalating and pointing out the discrepancies to them. There have been a few other 'behind the scene' changes by Marriott that have driven me nuts of late, so both side have issues right now.
Jun 12, 2018, 1:00 am
#810
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
I am probably wrong. But I remember seeing something that "they brought the worst of the 2". May be both are on SPG.
Actually I am not quite surprise if SPG BRG will be "alligned" to Marriott LNF.. My complain is if that the case, then SPG prepaid rate should also follow Marriott prepaid that comes with 24 hours free cancellation period.