Best rate guarantee - successes and failures 2008 on [Master Thread]
May 19, 2010, 3:40 am
#421
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I agree with yule_boy, I always book the lowest refundable rate before submitting my BRG. When filling out the BRG form, I quote the lowest rate available on SPG.com whether it is refundable or not (which usually isn't the same as the rate on my pending reservation). I've had 9 claims (which is all of them!) approved using this method since the beginning of the year.
May 19, 2010, 6:32 am
#422
Join Date: Mar 2007
Location: MVD-EZE
Programs: SPG Plat , AAdvantage Plat
Posts: 137
The problem is when there is no refundable options to book prior the BRG or if there is no availability at all in the SPG website and more than one competitor's website is still showing good rates with availability.
Regards.
Carlos.
Regards.
Carlos.
May 19, 2010, 6:48 am
#423
Join Date: Sep 2005
Location: Lafayette, CO, USA
Programs: SPG Lifetime Plat, AA Gold, UA Gold, DL Silver, HH Gold, Vail Epic
Posts: 9,096
2) That scenario doesn't officially qualify for a BRG.
It doesn't seem as if anyone really addressed the main problem in your question yesterday morning. If you didn't book a reservation on SPG but then had a BRG approved, what exactly did they tell you in the approval notice? Did they tell you that you are now pre-approved to book a reservation yourself and to then have them adjust it? What instructions did they give you about how to get back in touch with them for the adjustment?
May 19, 2010, 7:04 am
#424
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
May 19, 2010, 7:07 am
#425
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
"In order to finalize your claim at the Best Rate:
1. Please make your reservation online via a Starwood website for the dates submitted in your claim.
2. Return this email, within 24 hours, with your online confirmation number."
May 19, 2010, 7:56 am
#426
Join Date: Mar 2007
Location: MVD-EZE
Programs: SPG Plat , AAdvantage Plat
Posts: 137
Check out post #269 and 271 (Pages 18-19) of this thread. makin'miles had some success with a BRG where there was no availability due to minimum stay requirements at SPG but competitors had rooms available without those restrictions. I don't think this would work if the hotel is sold out...of course, YMMV
If the hotel is really sold out ... there shouldn't be availability in other important reservation websites .. or am I wrong ?
Regards. Carlos.
May 19, 2010, 8:00 am
#427
Join Date: Mar 2007
Location: MVD-EZE
Programs: SPG Plat , AAdvantage Plat
Posts: 137
When I tried to book there was no availability .... I found availability near the 24 hours limit and they finished the claim.
Thanks for your help.
Regards.
Carlos.
May 19, 2010, 8:06 am
#428
Join Date: Mar 2007
Location: MVD-EZE
Programs: SPG Plat , AAdvantage Plat
Posts: 137
As a personal point of view, I think if the SPG website is not showing availability and let's say expedia or travelocity are showing availability , the problem is bigger than a rate difference and at least it should be addressed as a BRG because any rate is lower than "no rate".
Regards.
Carlos
Regards.
Carlos
May 19, 2010, 6:03 pm
#429
Join Date: Aug 2009
Programs: SPG Gold, SQ Blue, OZ Diamond, JAVA and occasionally C
Posts: 5,563
The reverse was true for me. I previously had a BRG rejected for the same room type even though competing websites showed a lower rate and gave out more freebies (late checkout, free parking, free breakfast), it was considered a package by the claim specialist and since SPG didn't have a similar package there was no way to "compare" and match rates. Of course it didn't make sense for me and I did what all sensible people would do, I canceled my SPG reservation and made a reservation on the competing website.
May 19, 2010, 11:54 pm
#430
Join Date: Sep 2005
Programs: *wood Plat, FB Plat
Posts: 64
Hello,
I submitted a claim for the Westin Osaka about 26 hours ago... and I'm supposed to check in later on today.
I still haven't heard a word from SPG!
The difference in rate b/w hotel.com and spg.com is quite big (about $80/day)...
According to the SPG best rate guarantee, we can submit a claim up to 24 hours before the check-in time in order to give SPG some time to investigate... They didn't honor that claim...
Are they just waiting for me to check-in so that they don't have to match the rate???
It's my first claim and so far I'm very disapointed in SPG attitude!
I submitted a claim for the Westin Osaka about 26 hours ago... and I'm supposed to check in later on today.
I still haven't heard a word from SPG!
The difference in rate b/w hotel.com and spg.com is quite big (about $80/day)...
According to the SPG best rate guarantee, we can submit a claim up to 24 hours before the check-in time in order to give SPG some time to investigate... They didn't honor that claim...
Are they just waiting for me to check-in so that they don't have to match the rate???
It's my first claim and so far I'm very disapointed in SPG attitude!
May 20, 2010, 1:44 am
#431
Join Date: Jul 2007
Location: YYZ
Programs: SPG Plus, AC Elite
Posts: 264
For your case it may be too late for spg to verify or investigate your claim.
I would submit my claim at least one day earlier before the 24 hours window. It would be 48 hours before your check in day to be sure.
I would submit my claim at least one day earlier before the 24 hours window. It would be 48 hours before your check in day to be sure.
May 20, 2010, 6:54 am
#432
Join Date: Mar 2007
Location: MVD-EZE
Programs: SPG Plat , AAdvantage Plat
Posts: 137
This is from the BRG T&C :
Contact
* Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368.
So .. I think is time to call them and to check the state of the claim.
I saw a big delay in BRG answers this month but I always received the confirmation / reject in less than 24 hours.
Regards. Carlos
Contact
* Any questions regarding claims should be directed to [email protected] or call 1-866-500-0368.
So .. I think is time to call them and to check the state of the claim.
I saw a big delay in BRG answers this month but I always received the confirmation / reject in less than 24 hours.
Regards. Carlos
May 20, 2010, 7:50 am
#433
Join Date: Sep 2005
Programs: *wood Plat, FB Plat
Posts: 64
Thanks Charly. I did send an another email (still haven't heard from that one either)... As for contacting them on the phone, believe me, I tried, but I guess they are only open at US work hour (everytime I called, I got a voicemail saying "please send us a mail" and that was it...), which makes it hard to reach from Japan.
As for the 24 hours window mentionned earlier... I am not the one who wrote that rule... I did process my claim on time according to SPG rules and I heard and read from many that they got an answer within a few hours.
Anyway, still haven't heard from them, so I guess I'll have to review my claim directly with SPG.
As for the 24 hours window mentionned earlier... I am not the one who wrote that rule... I did process my claim on time according to SPG rules and I heard and read from many that they got an answer within a few hours.
Anyway, still haven't heard from them, so I guess I'll have to review my claim directly with SPG.
May 22, 2010, 4:22 am
#434
Join Date: Aug 2009
Programs: SPG Gold, SQ Blue, OZ Diamond, JAVA and occasionally C
Posts: 5,563
Thanks Charly. I did send an another email (still haven't heard from that one either)... As for contacting them on the phone, believe me, I tried, but I guess they are only open at US work hour (everytime I called, I got a voicemail saying "please send us a mail" and that was it...), which makes it hard to reach from Japan.
As for the 24 hours window mentionned earlier... I am not the one who wrote that rule... I did process my claim on time according to SPG rules and I heard and read from many that they got an answer within a few hours.
Anyway, still haven't heard from them, so I guess I'll have to review my claim directly with SPG.
As for the 24 hours window mentionned earlier... I am not the one who wrote that rule... I did process my claim on time according to SPG rules and I heard and read from many that they got an answer within a few hours.
Anyway, still haven't heard from them, so I guess I'll have to review my claim directly with SPG.
May 22, 2010, 9:58 am
#435
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
Claim Rejected
Apparently Cheapoair.com cannot be used for BRG claims. According to the rejection email I received:
"The rates available on Cheapoair.com are only available to people using a credit card issued in either the United States or Canada. In order for a claim to qualify for the Best Rate Guarantee, it must be available to everyone. I am not able to approve your claim."
Too bad, as I found quite a few opportunities there.
"The rates available on Cheapoair.com are only available to people using a credit card issued in either the United States or Canada. In order for a claim to qualify for the Best Rate Guarantee, it must be available to everyone. I am not able to approve your claim."
Too bad, as I found quite a few opportunities there.