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Old Nov 8, 17, 9:49 am - Wikipost
Cpi-Web Forums Thread Wiki: SPG Best Rate Guarantee (BRG) 2017: Success, failure & discussion thread
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What is the Best Rate Guarantee (BRG ?)
If a lower rate at a Starwood Hotel is made available on a non-Starwood website or non-Starwood mobile application, upon its receipt of a claim that satisfies these Best Rate Guarantee terms and conditions, Starwood will honor that Competing Rate and provide the individual that submitted the valid claim one of the following rewards: (1) an additional 20% discount off the Competing Rate 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).

BRG Wiki on Flyertalk

• 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. SPG will deny member only rates from 3rd party websites.
• Cancellation policy has no bearing on a BRG claim with one exception if the rate difference is within 1%.
"Starwood may deny claims where the difference between the Competing Rate and the rate on the Starwood Website is less than one percent; provided that Starwood will not use the fact that the difference between the Competing Rate and the rate on the Starwood Website is less than one percent to deny such claims if the cancellation policy for the Competing Rate is more favorable to the guest than the cancellation policy for the rate on the Starwood Website."
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 any other category of room - if your claim is approved the room type in the booking will be modified to match the room type you are claiming for
• 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)
• Make sure to book a flexible rate on SPG.com. This will allow you to then cancel this booking if you find a lower Starwood rate later (like the hot escapes etc.) or if your travel plans change.
• You can BRG with a flexible rate against a prepaid rate. In other words, if expedia is offering a room for $100 prepaid, and spg.com shows a prepaid room for $150 or a flexible room for $200, you can book the FLEXIBLE spg.com rate and BRG it against the PREPAID $100 expedia rate. And you will receive the flexible cancel terms if the BRG is approved. There are a few exceptions where properties impose stricter cancellation term based on competing rates.
• 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 the same room type with the same amenities on SPG.com, they will compare and if lower on third party, the claim may be approved for the room type and with the amenities. If there is the same room type available but no/different amenities offered, the claim may still be approved, but the rate will be room only.
• Room types must be the same for a BRG.
• 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 flexible 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.
• 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 or no availability for any 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 to help clarify.
• 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
  • Cancelon
  • Ctrip
  • Elvoline
  • HappyRooms
  • Hoteling
  • 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)


Special Conditions for BRG & Design Hotels [LIST][*]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. 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 that are included in the external website's rate but which are not included in the Starwood rate may or may not be provided.
[*]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
• "The Best Rate Guarantee department will approve a claim if there is a difference of 2.5% or greater where the currencies are different or a difference of 1% or greater if the currencies are the same."

Link to T&C
https://starwoodhotels.com/bestrate/terms.html

Practicalities During/After Stay
• Reconfirm 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 not contact the BRG office to arrange to have them posted.

How to view your reservation after BRG has been approved
  • Log into your SPG account
  • Click on your stays to view your current reservation
  • Click on "Set Stay Preferences", 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.

How to add a SNA to a BRG reservation
• Log into your SPG account
• Click on your stays to view our your current reservation
• Look for your BRG reservation and click on "Set Stay Preferences" link for the BRG reservation, then SAVE
• reload the page and you should be able to now select "apply SNA to this stay" link

POSTING FORMAT

Hotel Name:
Arrival Date:
Departure Date:
Number of Rooms:
Number of Guests:
Room Type:
Starwood Brand Web Site Room Rate:
Company Room Provider:
Other Company Room Provider:
Competing rate:
Comments:

Q: Are SPG benefits honored for BRG stays?
A: Yes. You should receive the same SPG elite member benefits and stay/night credit as for a normal paid stay.
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Old Nov 3, 17, 9:22 pm #1126

Join Date: Jun 2016
Location: Japan
Programs: SPG/Marriot Platinum, Hilton Diamond, Accor Gold, Skyteam Elite Plus
Posts: 61
They recently reply for so long that rate will then unavailable. Usually only take me less than 12 hours for reply.
nikkoap92 is offline Reply With Quote
Old Nov 5, 17, 3:16 am #1127

Join Date: Mar 2011
Posts: 386
I saw that zenhotels seemed to be getting denied a few months ago, well I’ve just been denied by the India team. They said zenhotels don’t have the hotel inventory even if you get to the credit card payment page?! Anyone had any success with Zenhotels recently?
yorkboy24 is offline Reply With Quote
Old Nov 5, 17, 11:02 am #1128
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Join Date: Jan 2011
Location: SFO
Programs: UA 1K; SPG Plat100; Hyatt Globalist; AS MVPG 75k; Hilton ♦; TR♦
Posts: 1,434
Quote:
Originally Posted by yorkboy24 View Post
I saw that zenhotels seemed to be getting denied a few months ago, well I’ve just been denied by the India team. They said zenhotels don’t have the hotel inventory even if you get to the credit card payment page?! Anyone had any success with Zenhotels recently?
Just made a ZenHotels claim—will report back. I'm still waiting for the response… which as usual is taking forever.
helvetic is offline Reply With Quote
Old Nov 5, 17, 4:50 pm #1129
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Join Date: Jan 2011
Location: SFO
Programs: UA 1K; SPG Plat100; Hyatt Globalist; AS MVPG 75k; Hilton ♦; TR♦
Posts: 1,434
DENIED!

Quote:
Please be advised, while rates may be seen on the website zenhotels.com (even to the credit card window); It has come to our attention that inventory on zenhotels.com cannot be booked and confirmed and therefore it is not eligible for the BRG. To find the complete details of the Best Rate Guarantee program, please refer to our published terms and conditions.
helvetic is offline Reply With Quote
Old Nov 5, 17, 5:29 pm #1130

Join Date: Mar 2011
Posts: 386
That’s the exact wording I got for zenhotels. So does that mean zenhotels is destined for the excluded list?

My latest claim was denied after 62 hours, of course it had gone.
yorkboy24 is offline Reply With Quote
Old Nov 5, 17, 9:27 pm #1131

Join Date: Jun 2016
Location: HKG/MEL
Programs: CX MP Gold, SPG Gold
Posts: 21
Quote:
Originally Posted by yorkboy24 View Post
I saw that zenhotels seemed to be getting denied a few months ago, well I’ve just been denied by the India team. They said zenhotels don’t have the hotel inventory even if you get to the credit card payment page?! Anyone had any success with Zenhotels recently?
I had an unexpected approval with zenhotels about a month ago. The ones submitted both before and after have been denied though.
Yannie is offline Reply With Quote
Old Nov 5, 17, 9:46 pm #1132

Join Date: Jun 2016
Location: HKG/MEL
Programs: CX MP Gold, SPG Gold
Posts: 21
Hotel Name: W Singapore - Sentosa Cove
Arrival Date: November 2017
Departure Date: November 2017
Room Type: Wonderful room for two adults and one child including breakfast for two
Starwood Rate: 427 SGD
Competing Website: galahotels.com
Competing rate: 1010 USD (3 nights incl taxes and fees)
Actual confirmed rate: 316.65 SGD plus service charges and VAT, per night (395.81 SGD less 20%)
Comments: Originally denied for being unable to find rate. Resubmitted and denied again as agent compared an OTA breakfast rate to Starwood's lowest rate without breakfast. Managed to call BRG desk during their working hours (at 4am HKT because baby was awake!) and was approved within a few minutes.
Yannie is offline Reply With Quote
Old Nov 6, 17, 3:13 am #1133
Cpi-Web Evangelist

Join Date: Apr 2009
Location: New Delhi, India
Programs: SPG Plat, MR Plat, IHG Plat, HH Gold, DL Diamond, AI Maharajah
Posts: 24,497
i can confirm another zen hotels denial....
Keyser is offline Reply With Quote
Old Nov 6, 17, 3:41 am #1134

Join Date: Jan 2010
Location: Rotterdam
Programs: American Express Platinum, Flying Blue Gold, Starwood Platinum, Hertz President's Circle
Posts: 962
I hate doing BRGs for a Design booking, but the last one got my temper up.

Submitted a BRG claim for 11 Howard in NY. Was denied of 48 hours, due to the fact that I didn't book the lowest possible rate on SPG. Actually I did book the lowest possible rate (there was only 1 option), but somewhere in those 48 hours the price on SPG lowered. The third party rate was still cheaper though.

I replied stating that the I followed the T&C, since AT THE TIME OF BOOKING it was the lowest possible rate on SPG. Anybody else has this experience?
kevinflyaway is offline Reply With Quote
Old Nov 6, 17, 7:40 pm #1135

Join Date: Jun 2016
Location: Japan
Programs: SPG/Marriot Platinum, Hilton Diamond, Accor Gold, Skyteam Elite Plus
Posts: 61
Quote:
Originally Posted by Yannie View Post
Hotel Name: W Singapore - Sentosa Cove
Arrival Date: November 2017
Departure Date: November 2017
Room Type: Wonderful room for two adults and one child including breakfast for two
Starwood Rate: 427 SGD
Competing Website: galahotels.com
Competing rate: 1010 USD (3 nights incl taxes and fees)
Actual confirmed rate: 316.65 SGD plus service charges and VAT, per night (395.81 SGD less 20%)
Comments: Originally denied for being unable to find rate. Resubmitted and denied again as agent compared an OTA breakfast rate to Starwood's lowest rate without breakfast. Managed to call BRG desk during their working hours (at 4am HKT because baby was awake!) and was approved within a few minutes.
Hellom what is the BRG desk? I thought we can only wait the reply from email?
nikkoap92 is offline Reply With Quote
Old Nov 6, 17, 9:12 pm #1136

Join Date: Jan 2016
Posts: 166
Quote:
Originally Posted by nikkoap92 View Post
Hellom what is the BRG desk? I thought we can only wait the reply from email?
BRG office is somewhere in the US - they are available on the phone at certain times. I think they only "reconsider" when you complain, we do have to wait for the email response first.
klanfa is offline Reply With Quote
Old Nov 7, 17, 4:16 am #1137

Join Date: Jun 2016
Location: Japan
Programs: SPG/Marriot Platinum, Hilton Diamond, Accor Gold, Skyteam Elite Plus
Posts: 61
Quote:
Originally Posted by klanfa View Post
BRG office is somewhere in the US - they are available on the phone at certain times. I think they only "reconsider" when you complain, we do have to wait for the email response first.
Do you have the number as I already submitted few claims and they rejected all instead 1 reservation that they already approved. It took very long for them to reply, and it is very different to previously as I rarely get rejection as long as the rate is still there!
nikkoap92 is offline Reply With Quote
Old Nov 7, 17, 4:35 am #1138

Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 9,080
The wiki is your friend!

I believe the office in St Thomas, ON opens at 9:00 eastern time. Not sure about the Austin, TX office.
margarita girl is online now Reply With Quote
Old Nov 7, 17, 12:31 pm #1139

Join Date: Sep 2015
Posts: 23
Hotel Name: Aloft Long Island City NY
Arrival Date: June XX 2018, 6 nights
Number of Rooms: 1
Number of Guests: 1
Room Type: standard King with breakfast
Starwood Brand Web Site Room Rate: 234 USD plus taxes per night
Other Company Room Provider: booking.com
Actual confirmed rate : 141.34 USD plus taxes per night (176.67 less 20%)

Comments: submitted in french, approved after 18 h
Melimelo88 is offline Reply With Quote
Old Nov 8, 17, 12:44 am #1140

Join Date: Jan 2012
Location: HEL
Programs: SPG P & anti-MR lifetime LeClub/IHG/NCHP HHDia WoHE CCG, BA/A3 G AA Plt, vihreän magian kortti
Posts: 4,414
Quote:
Originally Posted by kevinflyaway View Post
I hate doing BRGs for a Design booking, but the last one got my temper up.

Submitted a BRG claim for 11 Howard in NY. Was denied of 48 hours, due to the fact that I didn't book the lowest possible rate on SPG. Actually I did book the lowest possible rate (there was only 1 option), but somewhere in those 48 hours the price on SPG lowered. The third party rate was still cheaper though.

I replied stating that the I followed the T&C, since AT THE TIME OF BOOKING it was the lowest possible rate on SPG. Anybody else has this experience?
oh wow - I had the exact denial last week and made the same argument. I actually had historic proof of what I booked (copy of spg.com page with results at the time of booking). After my booking the hotel introduced the same room category with a different view for a bit cheaper. Funnily enough both rooms were called “standard room”, however somewhere in the description there was a mention of the view. Extremely disappointing behavior from the property...
remymartin is offline Reply With Quote
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