Best rate guarantee - successes and failures 2008 on [Master Thread]
May 22, 2010, 10:43 am
#436
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
It's available to everyone. They accept third-party credit cards, so even someone without a US address is eligible for these rates. And anyone in the world could use a US-based TA to book it.CheapOAir.com Payment Acceptance Policy
May 23, 2010, 10:10 am
#437
Join Date: Apr 2010
Posts: 10
Too Funny!!!
Applied for a "Best Rate Guarantee" for The Manhattan at Times Square. I received the following reply:
"Starwood guarantees that Starwood-branded websites will have the best room rate for any Starwood-branded hotels ('Best Rate Guarantee'). This guarantee applies to reservations for guest rooms at Starwood-branded hotels such as Sheraton, Westin, Four Points, W Hotels, St. Regis, Aloft, Element and Luxury Collection.
Starwood Hotels & Resorts Worldwide does own and manage several independent hotels, such as The Manhattan at Time Square.
However, The Manhattan at Time Square is not a Starwood brand hotel (Westin, Four Points by Sheraton, Sheraton, W Hotels, St. Regis, Le Meridien, Aloft, Element or Luxury Collection) and does not participate in the Best Rate Guarantee program. I apologize for any inconvenience you may have experienced as a result of this.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,"
Ok..........fair enough, except Starwood advertises this "Best Rate Guarantee" in the "Special Offer" section on the website specifically for this hotel (see link):
http://specialoffers.starwoodhotels....25&iATANumber=
When I brought this to their attention, I received the following reply:
"I apologize that the Manhattan at Time Square has not removed the Best Rate Guarantee information from their website. They have recently removed the Sheraton brand from their name. When this is done, the hotel is no longer a Starwood branded hotel. Since the Best Rate Guarantee only applies to Starwood branded properties, it is invalid.
Again, I apologize for the inconvenience.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,"
This is my first reservation with Starwood (and my brand spank'n new Starwood Amex.........is it too late to get that Hilton Amex???) and I'm not too impressed so far. I really hate when companies hide behind the fine-print to wiggle out of something.
I've definitely learned a lesson. I will always look for the fine-print "if" I ever book another Starwood room. Or perhaps my next Starwood reservation might read:
Thank you for your reservation with Starwood.*
*bed not included
"Starwood guarantees that Starwood-branded websites will have the best room rate for any Starwood-branded hotels ('Best Rate Guarantee'). This guarantee applies to reservations for guest rooms at Starwood-branded hotels such as Sheraton, Westin, Four Points, W Hotels, St. Regis, Aloft, Element and Luxury Collection.
Starwood Hotels & Resorts Worldwide does own and manage several independent hotels, such as The Manhattan at Time Square.
However, The Manhattan at Time Square is not a Starwood brand hotel (Westin, Four Points by Sheraton, Sheraton, W Hotels, St. Regis, Le Meridien, Aloft, Element or Luxury Collection) and does not participate in the Best Rate Guarantee program. I apologize for any inconvenience you may have experienced as a result of this.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,"
Ok..........fair enough, except Starwood advertises this "Best Rate Guarantee" in the "Special Offer" section on the website specifically for this hotel (see link):
http://specialoffers.starwoodhotels....25&iATANumber=
When I brought this to their attention, I received the following reply:
"I apologize that the Manhattan at Time Square has not removed the Best Rate Guarantee information from their website. They have recently removed the Sheraton brand from their name. When this is done, the hotel is no longer a Starwood branded hotel. Since the Best Rate Guarantee only applies to Starwood branded properties, it is invalid.
Again, I apologize for the inconvenience.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,"
This is my first reservation with Starwood (and my brand spank'n new Starwood Amex.........is it too late to get that Hilton Amex???) and I'm not too impressed so far. I really hate when companies hide behind the fine-print to wiggle out of something.
I've definitely learned a lesson. I will always look for the fine-print "if" I ever book another Starwood room. Or perhaps my next Starwood reservation might read:
Thank you for your reservation with Starwood.*
*bed not included
I brought this to their attention and they said they have now decided to include this hotel in their "Best Rate Guarantee Program but that my "Best Rate Guarantee" claim was now too old to be considered.
I mentioned that their "Terms and Conditions" specifically exclude this hotel from being included in the "Best Rate Guarantee Program" and they said that their "Terms and Conditions" were wrong.
Based on my experience, I have learned the following:
*A Starwood Hotel "Special Offer" may or may not be correctly advertised.
*The "Terms and Conditions" for a "Special Offer" may or may not be correct.
But generally, it appears Starwood picks and chooses which to follow (or not follow) based on what benefits their company the most.
I tried arguing with them but it started sounding too much like and Abbott and Costello routine............"Who's on first???".
May 24, 2010, 5:10 pm
#438
Join Date: Aug 2009
Programs: SPG Gold, SQ Blue, OZ Diamond, JAVA and occasionally C
Posts: 5,563
Ok, so just for fun I checked the specific website for this hotel and they still had the "Best Rate Guarantee" as a "Special Offer" 30+ days later.
I brought this to their attention and they said they have now decided to include this hotel in their "Best Rate Guarantee Program but that my "Best Rate Guarantee" claim was now too old to be considered.
I mentioned that their "Terms and Conditions" specifically exclude this hotel from being included in the "Best Rate Guarantee Program" and they said that their "Terms and Conditions" were wrong.
Based on my experience, I have learned the following:
*A Starwood Hotel "Special Offer" may or may not be correctly advertised.
*The "Terms and Conditions" for a "Special Offer" may or may not be correct.
But generally, it appears Starwood picks and chooses which to follow (or not follow) based on what benefits their company the most.
I tried arguing with them but it started sounding too much like and Abbott and Costello routine............"Who's on first???".
I brought this to their attention and they said they have now decided to include this hotel in their "Best Rate Guarantee Program but that my "Best Rate Guarantee" claim was now too old to be considered.
I mentioned that their "Terms and Conditions" specifically exclude this hotel from being included in the "Best Rate Guarantee Program" and they said that their "Terms and Conditions" were wrong.
Based on my experience, I have learned the following:
*A Starwood Hotel "Special Offer" may or may not be correctly advertised.
*The "Terms and Conditions" for a "Special Offer" may or may not be correct.
But generally, it appears Starwood picks and chooses which to follow (or not follow) based on what benefits their company the most.
I tried arguing with them but it started sounding too much like and Abbott and Costello routine............"Who's on first???".
May 27, 2010, 7:54 am
#439
Join Date: Apr 2008
Location: SFO/OAK/SJC
Programs: AA LT PLT, 2.15 million miles; Priority Club PLT
Posts: 987
May 27, 2010, 9:33 am
#440
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,752
May 27, 2010, 10:53 am
#441
Join Date: Apr 2008
Location: SFO/OAK/SJC
Programs: AA LT PLT, 2.15 million miles; Priority Club PLT
Posts: 987
thanks, I was searching the forum for "Nirwana" so this thread didn't come up.
May 28, 2010, 8:56 am
#442
Join Date: May 2010
Programs: AA-Exp, *Wood-Plat
Posts: 3
Westin San Diego (first attempt - no joy)
Was looking for a little weekend getaway for Memorial Day and found what was clearly the San Diego Westin (436 guest rooms, restarant name that linked to the old hotel that the Westin took over, even the same valet parking price, etc) on a last minute travel site. There is nothing remotely similar to that in the area, so there was no possibility that the hotel is another location. Submitted a request to the BRG, waited 24 hours, and just heard back a negatory.
Response stated that since the floor count was one floor different (I think LMT counts the lobby, *wood does not on their pages) and that the restaurant was the old name that it could be some other hotel. Guess an exact match in terms of numbers of available rooms in a downtown San Diego location doesn't count for the BRG team...
Only $30 different, so not even really worth fighting over but I was surprised that *wood would be willing to lose more profitable business and lose some brand equity with a Platinum over what is really chump change. Lots of travel this year so I don't need the stay -- I just prefer to do business with *wood when I can, but a little loyalty just left the building.
Anyway, I just booked through the "opaque" service, got the room, and will be sitting by the pool (for $30 less) this weekend. Salud.
Response stated that since the floor count was one floor different (I think LMT counts the lobby, *wood does not on their pages) and that the restaurant was the old name that it could be some other hotel. Guess an exact match in terms of numbers of available rooms in a downtown San Diego location doesn't count for the BRG team...
Only $30 different, so not even really worth fighting over but I was surprised that *wood would be willing to lose more profitable business and lose some brand equity with a Platinum over what is really chump change. Lots of travel this year so I don't need the stay -- I just prefer to do business with *wood when I can, but a little loyalty just left the building.
Anyway, I just booked through the "opaque" service, got the room, and will be sitting by the pool (for $30 less) this weekend. Salud.
May 28, 2010, 11:23 am
#443
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
Westin Coral Gables
Arrival Date: May 25, 2010
Departure Date: May 26, 2010
Room Type: Traditional
Actual confirmed rate: $129.20 USD plus taxes
wotif.com
Took the 2000 pts. Spg.com showed $185 pn for same dates.
OT, but place was a dump. Not even worth $129.
Arrival Date: May 25, 2010
Departure Date: May 26, 2010
Room Type: Traditional
Actual confirmed rate: $129.20 USD plus taxes
wotif.com
Took the 2000 pts. Spg.com showed $185 pn for same dates.
OT, but place was a dump. Not even worth $129.
May 28, 2010, 2:46 pm
#444
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
Welcome to FlyerTalk, SDMillionMiler!
Whether you could identify it without a doubt or not, this is par for the course when dealing with "opaque" booking sites. And in going for the $30 savings, didn't you lose any Starpoint-earning benefits? And maybe other SPG benefits?
IIUC, LastMinuteTravel.com was the competing website.
Did you check LMT's sister site www.EasyClickTravel.com to see if it was offered on there? That site is NOT opaque. I see that ECT.com has the Sheraton Mission Valley San Diego Hotel tonight for $149.00 including taxes and fees. It's a package that includes "Continental Breakfast." SPG.com also offers a room with breakfast for $179 + tax = $201.50. They might argue that the breakfasts are not the same. BAR without breakfast is $159 + tax. It's a potential BRG opportunity, if anyone's interested.
Whether you could identify it without a doubt or not, this is par for the course when dealing with "opaque" booking sites. And in going for the $30 savings, didn't you lose any Starpoint-earning benefits? And maybe other SPG benefits?
IIUC, LastMinuteTravel.com was the competing website.
Did you check LMT's sister site www.EasyClickTravel.com to see if it was offered on there? That site is NOT opaque. I see that ECT.com has the Sheraton Mission Valley San Diego Hotel tonight for $149.00 including taxes and fees. It's a package that includes "Continental Breakfast." SPG.com also offers a room with breakfast for $179 + tax = $201.50. They might argue that the breakfasts are not the same. BAR without breakfast is $159 + tax. It's a potential BRG opportunity, if anyone's interested.
Jun 5, 2010, 11:29 am
#445
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
Question about BRG claims. I haven't run into this situation before, and I don't know if they'll consider it or not.
On hotels.com, I found a Classic room for our stay date. Looking at spg.com, however, there are no Classic rooms - only Deluxe rooms or higher. Will they consider a BRG claim on this or not?
On hotels.com, I found a Classic room for our stay date. Looking at spg.com, however, there are no Classic rooms - only Deluxe rooms or higher. Will they consider a BRG claim on this or not?
Jun 5, 2010, 11:55 am
#446
Join Date: Jun 2006
Location: NYC
Programs: Hyatt Diamond, AA Plat
Posts: 1,138
Question about BRG claims. I haven't run into this situation before, and I don't know if they'll consider it or not.
On hotels.com, I found a Classic room for our stay date. Looking at spg.com, however, there are no Classic rooms - only Deluxe rooms or higher. Will they consider a BRG claim on this or not?
On hotels.com, I found a Classic room for our stay date. Looking at spg.com, however, there are no Classic rooms - only Deluxe rooms or higher. Will they consider a BRG claim on this or not?
Jun 5, 2010, 1:11 pm
#447
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
Thanks. We'll see what they say.
Jun 5, 2010, 7:46 pm
#448
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Question about BRG claims. I haven't run into this situation before, and I don't know if they'll consider it or not.
On hotels.com, I found a Classic room for our stay date. Looking at spg.com, however, there are no Classic rooms - only Deluxe rooms or higher. Will they consider a BRG claim on this or not?
On hotels.com, I found a Classic room for our stay date. Looking at spg.com, however, there are no Classic rooms - only Deluxe rooms or higher. Will they consider a BRG claim on this or not?
Originally Posted by BRG terms
if you find and advise Starwood of a currently available lower, published, available room rate for the same Starwood Hotel, for the same room type and bed type, and for the same dates and number of guests (the "Competing Rate"), prior to, or within 24 hours after, making a reservation on a Starwood-branded Website, Starwood will honor the Competing Rate, along with your choice of one best rate guarantee reward.
Jun 6, 2010, 3:45 pm
#449
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
And the answer is...
Details:
I have reviewed your claim and I am happy to inform you that the information you have provided qualifies for the Best Rate Guarantee offer.
...
Please make your reservation online via a Starwood website for the dates submitted in your claim. It does not matter which room type you book, the hotel will adjust it to a classic.
...
Please make your reservation online via a Starwood website for the dates submitted in your claim. It does not matter which room type you book, the hotel will adjust it to a classic.
Hotel Name: Le Méridien Cambridge
Arrival Date: 09-04-2010
Departure Date: 09-05-2010
Number of Adults: 2
Room Type: Classic
Starwood Brand Web Site Room Rate: $154.40
Competing room provider: Hotels.com
Competing rate: $130.40
I had previously booked a $127.20 AAA rate, but I'll take 2,009 points for $3.20 (+tax).
Arrival Date: 09-04-2010
Departure Date: 09-05-2010
Number of Adults: 2
Room Type: Classic
Starwood Brand Web Site Room Rate: $154.40
Competing room provider: Hotels.com
Competing rate: $130.40
Last edited by mahasamatman; Jun 6, 2010 at 6:44 pm Reason: +tax
Jun 6, 2010, 6:37 pm
#450
Join Date: Apr 2009
Posts: 326
Are these taking longer than usual? I haven't done a BRG for a while - they used to reply within 24 hours - even if they said within 48 hours.
It's past 48 hours now...
Sorry in advance CE - I didn't search! lol
It's past 48 hours now...
Sorry in advance CE - I didn't search! lol