Best rate guarantee - successes and failures 2008 on [Master Thread]
#496
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
I figured I would try my luck with a different agent, to see if they might approve despite the Breakfast GTA offers.. but not such luck.
Since I'm plat the deluxe is not worth paying for. I'll stick with LM BKK and book direct with SPG at this hotel on my last day as the price is lower (4500)...
Since I'm plat the deluxe is not worth paying for. I'll stick with LM BKK and book direct with SPG at this hotel on my last day as the price is lower (4500)...
I understand not wanting to pay extra for Grand Deluxe as a Plat. In case you or anyone else is interested, there's a Luxury Upgrade rate available for a Grand Deluxe room at the price of a Deluxe with a min stay of 2 nights. Cat4 C&P awards are also offered.
#497
Join Date: Mar 2002
Location: OR
Posts: 1,534
approved
Hotel Name: Sheraton Bucks County Hotel
Arrival Date : 06-19-2010
Departure Date : 06-20-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 1
Room Type : standard king
Starwood Brand Web Site Room Rate : 209
Company room provider : Other Web Site
Other Company room provider :booking.com
Competing rate : 199
Arrival Date : 06-19-2010
Departure Date : 06-20-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 1
Room Type : standard king
Starwood Brand Web Site Room Rate : 209
Company room provider : Other Web Site
Other Company room provider :booking.com
Competing rate : 199
#498
Join Date: Jun 2010
Programs: SPG Platinum, CX Marco Polo Gold, AA Platinum
Posts: 9
approved
Hotel Name: The Westin San Francisco Airport
Arrival Date : 07-09-2010
Departure Date : 07-10-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 1
Room Type : Standard
Starwood Brand Web Site Room Rate : 129.00
Company room provider : Other Web Site
Other Company room provider :easyclicktravel.com
Competing rate : 102.18
Arrival Date : 07-09-2010
Departure Date : 07-10-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 1
Room Type : Standard
Starwood Brand Web Site Room Rate : 129.00
Company room provider : Other Web Site
Other Company room provider :easyclicktravel.com
Competing rate : 102.18
#499
Join Date: Jul 2004
Location: Live: PWM/KBXM/BGR; Work: DCA/DFW/Everywhere; Play: LAS/MUC/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, mlife Noir, LEYE Gold
Posts: 6,630
approved; W Dallas - Victory
Hotel Name:W-Dallas Victory
Arrival Date : 07-02-2010
Departure Date : 07-03-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 1
Room Type : Wonderful
Starwood Brand Web Site Room Rate : 199
Company room provider : Other Web Site
Other Company room provider : priceline.com non-prepaid
Competing rate : 164.25
And the best part is I got gold-upgraded to a 'cool corner room' ^
Arrival Date : 07-02-2010
Departure Date : 07-03-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 1
Room Type : Wonderful
Starwood Brand Web Site Room Rate : 199
Company room provider : Other Web Site
Other Company room provider : priceline.com non-prepaid
Competing rate : 164.25
And the best part is I got gold-upgraded to a 'cool corner room' ^
#500
Join Date: May 2008
Location: YVR
Programs: Aeroplan, Fairmont Pres Club, Starwood Gold, NEXUS
Posts: 109
approved: US Grant San Diego
Hotel Name: The US Grant San Diego
Arrival Date : 08-08-2010
Departure Date : 08-11-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 2
Room Type : Superior King
Starwood Brand Web Site Room Rate : 160.30
Company room provider : Expedia.ca
Competing rate : 137.29 CDN
Opted for 10% and got both rooms for $123.46US
Arrival Date : 08-08-2010
Departure Date : 08-11-2010
Number of Adults :2
Number of Children : 0
Number of Rooms : 2
Room Type : Superior King
Starwood Brand Web Site Room Rate : 160.30
Company room provider : Expedia.ca
Competing rate : 137.29 CDN
Opted for 10% and got both rooms for $123.46US
#501
Join Date: Dec 2009
Programs: SPG
Posts: 76
BRG Claim Failed
Hotel Name: Sheraton Dongguan Hotel
Arrival Date: 07-24-2010
Departure Date: 07-25-2010
Number of Adults: 2
Number of Children: 0
Number of Rooms: 1
Room Type: Superior
Starwood Brand Web Site Room Rate: CNY 738
Company room provider: Other Web Site
Other Company room provider: Ctrip
Competing rate: CNY 555
Both rates included breakfast.
Reply: The Best Rate Guarantee does not apply to rates that include additional services or amenities that are not provided by the hotel. These rates, called packaged rates, include extras that are paid for by a third-party, in this case ctrip.com. Common examples of packaged rates are those that include breakfast or parking where this is actually paid for by a voucher or by a separate charge to the third-party. As the competing rate that you have provided includes breakfast, for two it is considered a package rate and as a result I am not able to approve this claim for you.
Hotel Name: Sheraton Dongguan Hotel
Arrival Date: 07-24-2010
Departure Date: 07-25-2010
Number of Adults: 2
Number of Children: 0
Number of Rooms: 1
Room Type: Superior
Starwood Brand Web Site Room Rate: CNY 738
Company room provider: Other Web Site
Other Company room provider: Ctrip
Competing rate: CNY 555
Both rates included breakfast.
Reply: The Best Rate Guarantee does not apply to rates that include additional services or amenities that are not provided by the hotel. These rates, called packaged rates, include extras that are paid for by a third-party, in this case ctrip.com. Common examples of packaged rates are those that include breakfast or parking where this is actually paid for by a voucher or by a separate charge to the third-party. As the competing rate that you have provided includes breakfast, for two it is considered a package rate and as a result I am not able to approve this claim for you.
#502
Join Date: Dec 2009
Programs: SPG
Posts: 76
BRG Claim Approved
Hotel Name: Sheraton Dongguan Hotel
Arrival Date: 07-24-2010
Departure Date: 07-25-2010
Number of Adults: 2
Number of Children: 0
Number of Rooms: 1
Room Type: Superior
Starwood Brand Web Site Room Rate: CNY 638
Company room provider: Other Web Site
Other Company room provider: China Travel Depot
Competing rate: CNY 522
Award: 2000 points
In my experience, the stay details (includingthe rate) will not be displayed after the claim is approved. For this incident, I found this "Rate Description: Best Rate Guarantee. A Customer With A Valid Brg Claim Will Be Offered A Choice Of Matching The Rate And Either Receiving 2000 Spg Points Or Receiving10% Off The External Rate." together with the new rate. Is there a change in policy?
Hotel Name: Sheraton Dongguan Hotel
Arrival Date: 07-24-2010
Departure Date: 07-25-2010
Number of Adults: 2
Number of Children: 0
Number of Rooms: 1
Room Type: Superior
Starwood Brand Web Site Room Rate: CNY 638
Company room provider: Other Web Site
Other Company room provider: China Travel Depot
Competing rate: CNY 522
Award: 2000 points
In my experience, the stay details (includingthe rate) will not be displayed after the claim is approved. For this incident, I found this "Rate Description: Best Rate Guarantee. A Customer With A Valid Brg Claim Will Be Offered A Choice Of Matching The Rate And Either Receiving 2000 Spg Points Or Receiving10% Off The External Rate." together with the new rate. Is there a change in policy?
#503
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: 52,110
In my experience, the stay details (includingthe rate) will not be displayed after the claim is approved. For this incident, I found this "Rate Description: Best Rate Guarantee. A Customer With A Valid Brg Claim Will Be Offered A Choice Of Matching The Rate And Either Receiving 2000 Spg Points Or Receiving10% Off The External Rate." together with the new rate. Is there a change in policy?
We have found your reservation. It is not possible to display this particular reservation online. This is usually due to an unusual or complex rate or set of rates associated with the reservation in question. For questions regarding this reservation, please contact the Customer Contact Center nearest you.
#504
Join Date: May 1998
Location: australia
Posts: 5,755
Advice please
I'll post hotel details once I've submitted my claim but will be intentionally vague at present
Have found a hotel which has a lowest rate on SPG of $300 which is the BAR rate. The lowest rate for an equal room (2 single beds) with breakfast included in the rate on SPG is the Corporate Rate at $550. A competing website has Classic Room 2 Single Beds with Buffet Breakfast included for $118/night (there is no rate without breakfast)
Is my best chance of having the BRG approved going to be by booking the Corporate Rate at $550/night as this is the only equivalent rate with same room type and breakfast?
Have found a hotel which has a lowest rate on SPG of $300 which is the BAR rate. The lowest rate for an equal room (2 single beds) with breakfast included in the rate on SPG is the Corporate Rate at $550. A competing website has Classic Room 2 Single Beds with Buffet Breakfast included for $118/night (there is no rate without breakfast)
Is my best chance of having the BRG approved going to be by booking the Corporate Rate at $550/night as this is the only equivalent rate with same room type and breakfast?
#505
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: 52,110
Your best chance is never to book the room on spg.com first. Submit your claim(s), and only book once it's accepted. Though in this case, I don't think you have a very good chance with either one.
#506
Join Date: May 1998
Location: australia
Posts: 5,755
Well you were half right!
1st response
Dear 3544quebec
Thanks for sending in your Best Rate Guarantee claim.
The confirmation number for your reservation will remain the same. Please present this e-mail upon arrival at the hotel.
Guest Name: 3544quebec
Arrival Date: 11 August 2010
Departure Date: 12 August 2010
Room Type: Classic with breakfast
Actual confirmed rate: $118.09 USD plus taxes
Claim reference number: xxxxxxxxxxx
Please allow up to 14 days after date of departure to for the 2,000 Starpoints to be credited to your account.
2nd response
Dear3544quebec,
As the competing rate that you have provided includes buffet breakfast, it is considered a package rate and as a result I am not able to approve this claim for you.
The Best Rate Guarantee does not apply to rates that include additional services or amenities that are not provided by the hotel. These rates, called packaged rates, include extras that are paid for by a third-party, in this case loyalty.octopustravel.co.uk. Common examples of packaged rates are those that include breakfast or parking.
The inconsistencies of this program are ridiculous. I like the wording of the 2nd rejection that says that the breakfast is not provided by the hotel - obviously someone from the competing website (UK based) will be coming to serve me my breakfast at the Sheraton Sao Paulo.
Hopefully the 1st agent will not be re-educated so that rather than applying the spirit of the law she will in future follow the 2nd agent in applying the letter of the law.
The night's stay for the 2nd night will now be at the Golden Tulip Belas Artes rather than the Sheraton Sao Paulo
Last edited by 3544quebec; Aug 1, 2010 at 1:28 pm
#507
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Da Amb, Hyatt Glob
Posts: 15,471
BRG success in Las Vegas!
Hotel Name: Westin Casuarina
Arrival Date: 10-18-2010
Departure Date: 10-19-2010
Number of Adults: 1
Number of Children: 0
Number of Rooms: 1
Room Type: King
Starwood Brand Web Site Room Rate: $139
Company room provider: Other Web Site
Other Company room provider: www.gtahotels.com
Competing rate: $74
Approved BRG rate: $77.68
Naturally, there will be the $9.50 resort fee on top of that.
Arrival Date: 10-18-2010
Departure Date: 10-19-2010
Number of Adults: 1
Number of Children: 0
Number of Rooms: 1
Room Type: King
Starwood Brand Web Site Room Rate: $139
Company room provider: Other Web Site
Other Company room provider: www.gtahotels.com
Competing rate: $74
Approved BRG rate: $77.68
Naturally, there will be the $9.50 resort fee on top of that.
#508
Join Date: Apr 2007
Location: Anywhere
Posts: 6,533
W Hong Kong - approved
Took a bit of correspondence, as the staff could not locate the rate at first, hence I had to send screenprint.
Hotel Name: W Hong Kong
Arrival Date: 28 Aug 2010
Departure Date: 29 Aug 2010
Number of Adults: 2
Number of Children: 1
Number of Rooms: 1
Room Type: Wonderful
Starwood Brand Web Site Room Rate: HKD 2,850 (Best Rate with Breakfast)
Company room provider: SPG.com
Competitor room provider: [PM me for details]
Competing rate: USD 227.63 = HKD 1,766.96 (including breakfast)
Approved rate: HKD 1,590.26 (10% discount)
Hotel Name: W Hong Kong
Arrival Date: 28 Aug 2010
Departure Date: 29 Aug 2010
Number of Adults: 2
Number of Children: 1
Number of Rooms: 1
Room Type: Wonderful
Starwood Brand Web Site Room Rate: HKD 2,850 (Best Rate with Breakfast)
Company room provider: SPG.com
Competitor room provider: [PM me for details]
Competing rate: USD 227.63 = HKD 1,766.96 (including breakfast)
Approved rate: HKD 1,590.26 (10% discount)
#509
Join Date: Sep 2009
Posts: 58
Hotel Name: Westin Kuala Lumpur
Arrival Date : 21-10-2010
Departure Date : 23-10-2010
Number of Adults :2
Number of Children : 1 (16 years)
Number of Rooms : 1
Room Type : Exec Club Room
Starwood Brand Web Site Room Rate : MYR921.80 per night (AUS319.70)
Company room provider : Other Web Site
Other Company room provider :zuji.com.au
Competing rate : AUS209.60 per night
Are the currencies of the Starwood brand Web site and the competing rate the same? : No
This is the first time I submitted a claim so did so BEFORE I booked. I then received an email 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. so I booked on the SPG site:
Rooms: 1
Adults Per Room: 3
Room Rate: MYR812.00per Night*
Room rate excludes the following:
Service Charge: (10.00%Per Room / Per Night) = 73.20
Tax: (5.00%Per Room / Per Night) = 36.60
---------------------------------------------------------------------------
Avg EstRoom Totalper Night*MYR921.80
--------------------------------------------------------------------------
Thios is a non-refunable rate (I paid in full on the SPG website)and I sent the conformation number to [email protected]. I assume they refund the difference? Do they just refund this to my Credit Card?
Arrival Date : 21-10-2010
Departure Date : 23-10-2010
Number of Adults :2
Number of Children : 1 (16 years)
Number of Rooms : 1
Room Type : Exec Club Room
Starwood Brand Web Site Room Rate : MYR921.80 per night (AUS319.70)
Company room provider : Other Web Site
Other Company room provider :zuji.com.au
Competing rate : AUS209.60 per night
Are the currencies of the Starwood brand Web site and the competing rate the same? : No
This is the first time I submitted a claim so did so BEFORE I booked. I then received an email 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. so I booked on the SPG site:
Rooms: 1
Adults Per Room: 3
Room Rate: MYR812.00per Night*
Room rate excludes the following:
Service Charge: (10.00%Per Room / Per Night) = 73.20
Tax: (5.00%Per Room / Per Night) = 36.60
---------------------------------------------------------------------------
Avg EstRoom Totalper Night*MYR921.80
--------------------------------------------------------------------------
Thios is a non-refunable rate (I paid in full on the SPG website)and I sent the conformation number to [email protected]. I assume they refund the difference? Do they just refund this to my Credit Card?
#510
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: 52,110
Thios is a non-refunable rate (I paid in full on the SPG website)and I sent the conformation number to [email protected]. I assume they refund the difference? Do they just refund this to my Credit Card?