BEWARE of SPG they don't honour best rate match

[wilso1]

I always wondered if the big hotel chains were good for honouring match any other price plus the 10%. I found this out recently while making a booking for a trip to Hawaii. I did the usual Google search and found the best rate with an online agency called getaroom, than went to SRG done a search and found the same room type that was at a much higher rate. I than booked it with getaroom, see confirmation below. went back to SPG sent the online claim as per their instruction. The following day received an email saying I had filled the claim form out wrong and need to redo, and pointed out I had 24hrs to make a claim from when the booking was made with getaroom. Filled it all out again within the time frame, just. I than received the response below some 1 week later. I was quite amazed considering they have not even asked to see my booking with getaroom, happy to provide if they want? No rather than ask they just about accuse me of lying. It is obviously SPG have no intention of honouring what they advertise if the hotel is heavily booked. This sort of unscrupulous behaviour should not be allowed and people need to beware of the SPG lies. There reply below speaks for itself. BEWARE AND STAY AWAY FROM SPG, UNSCRUPULOUS COMPANY!!!

Dear Mr. Wilson,
Thank you for your interest in The Starwood Best Rate Guarantee Program.

I have reviewed the rates for Sheraton Waikiki for the dates on your claim and was unable to locate availability on our website or the competing website. As there is no availability on either website, I am not able to approve your claim. I apologize for any inconvenience or frustration you may have experienced as a result of our investigations.

Mr. Wilson, in order to approve a Best Rate Guarantee claim we must be able to independently verify the availability of a Competing Rate. It is for this very reason that we place the highest priority on all Best Rate Guarantee claims we receive in order to investigate each claim in a timely manner.

For complete program details of the Best Rate Guarantee program.

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 .

Best Regards,

Lisa Gremonprez
Best Rate Guarantee Specialist
Specialist, eCommunications Department
Starwood Hotels & Resorts Worldwide

 

[MrJetset]

I always wondered if the big hotel chains were good for honouring match any other price plus the 10%. I found this out recently while making a booking for a trip to Hawaii. I did the usual Google search and found the best rate with an online agency called getaroom, than went to SRG done a search and found the same room type that was at a much higher rate. I than booked it with getaroom, see confirmation below. went back to SPG sent the online claim as per their instruction. The following day received an email saying I had filled the claim form out wrong and need to redo, and pointed out I had 24hrs to make a claim from when the booking was made with getaroom. Filled it all out again within the time frame, just. I than received the response below some 1 week later. I was quite amazed considering they have not even asked to see my booking with getaroom, happy to provide if they want? No rather than ask they just about accuse me of lying. It is obviously SPG have no intention of honouring what they advertise if the hotel is heavily booked. This sort of unscrupulous behaviour should not be allowed and people need to beware of the SPG lies. There reply below speaks for itself. BEWARE AND STAY AWAY FROM SPG, UNSCRUPULOUS COMPANY!!!

Dear Mr. Wilson,
Thank you for your interest in The Starwood Best Rate Guarantee Program.

I have reviewed the rates for Sheraton Waikiki for the dates on your claim and was unable to locate availability on our website or the competing website. As there is no availability on either website, I am not able to approve your claim. I apologize for any inconvenience or frustration you may have experienced as a result of our investigations.

Mr. Wilson, in order to approve a Best Rate Guarantee claim we must be able to independently verify the availability of a Competing Rate. It is for this very reason that we place the highest priority on all Best Rate Guarantee claims we receive in order to investigate each claim in a timely manner.

For complete program details of the Best Rate Guarantee program.

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 .

Best Regards,

Lisa Gremonprez
Best Rate Guarantee Specialist
Specialist, eCommunications Department
Starwood Hotels & Resorts Worldwide

I believe hundreds of thousands of people may disagree with your rant, and use SPG on a daily basis.

All hotel chains' BRG claims have strict terms and conditions.

You admit that you made a mistake. The fact that the property sold out while the claim was resent is not SPG's fault.

 

[MrJetset]

1) I don't work for SPG, but am a happy Platinum SPG member.
2) A SPG agent needs to verify the rate is lower on the competitor website live.
3) You clear did not make a reservation via a *wood website, which forms the basis of the claim. See https://www.starwoodhotels.com/bestrate/faq.html
4) You should pay particular attention to this:
What is acceptable evidence of a lower rate? Starwood has the sole right and discretion to determine the validity of any claim and will not review documentation provided by the individual submitting a claim as part of its validation process. Starwood reserves the right to deny a claim, if it cannot independently verify the availability of a Competing Rate at the time it processes the claim.

 

[drron]

Well they do say they alone will determine if the rate is available-

Starwood has the sole right and discretion to determine the validity of any claim and will not review documentation provided by the individual submitting a claim as part of its validation process. Starwood reserves the right to deny a claim, if it cannot independently verify the availability of a Competing Rate at the time it processes the claim.

So if you happened to get the last room at getarooms price you are out of luck.SPG is just doing what most chains do.Just go to Flyertalk and you will find similiar rants re every better rate quarantee.

Sorry Jock28 beat me.

 

[wilso1]

What part don't you understand? I don't care about them not honouring what they say, big deal. I have my booking and can change if I want. My point is more about what they say they will do for their customer when in fact it is more a advertising gimmick. Do you really believe you are getting something for nothing from any of these people, hello!!! The truth is if the hotel was not so heavily booked they would have done it. My point is about the lie and their response. And if you read it she does not even ask me for a copy of my booking with getabed. I don't like their response and believe people who do this have no real business ethics at all, in my business I don't do that sort of thing. I would like to think most people in this world would agree with me. Maybe you think its ok, so be it...

 

[moa999]

Having used the Starwood BRG claim at least four times, I can tell you it is not a gimmick... if you follow the rules properly.
I have had a lot more success with Starwood than Hilton

 

[burmans]

Well they do say they alone will determine if the rate is available-


So if you happened to get the last room at getarooms price you are out of luck.SPG is just doing what most chains do.Just go to Flyertalk and you will find similiar rants re every better rate quarantee.

Sorry Jock28 beat me.

While I do think this is a rant, I don't really think the position of some of the chains is only sustainable because the US don't really sem to have strong Consumer protection laws. In particular I dislike any contract provision which say one part has ultimate discretion and do what they want. I do believe that this means that in some cases the BRG guarantee is misleading or deceptive. If a chain knows a price is cheap but the cheap rate is due to expire or is a limited promotion that may run out what stops them from just waiting before they do their "independant" verification. And really who is really stupid enough to believe the chains positioning of themsleves as independant!.

While I certainly agree that many of the rants don't really understand the T&C's, I also believe there is clear evidence that many chains manipulate the system to avoid payouts and frankly am not in favour of any legal or contractual system which allows either side to cheat and lie as a matter of course.

 

[wilso1]

There is no doubt it is an advertising stunt, hence the headline on their front pages. You don't need to be einstein to work out it has to do with availability and driven by the all mighty dollar. Like most big mobs they hide behind the fine print and use to whatever suits them. And so you are aware, with my credit card I get all the top tier cards to all these hotel chains etc, I do travel quite a lot and as much as I have these cards i always still find a better deal on other websites, like I did in the case. I seen their comment on the front page of the website and though why not. Live and learn..
As for a rant, if we don't rant we don't get heard, good to see some people are and have enough common sense to realise its nothing more than an advertising gimmick.

 

[burrco]

Being often to lazy to look at other sites other than spg - I've only put in two claims - both confirmed. One was at an European Starwood for seven nights with a whopping 180 euro per night difference. Also a slight error in my favour as I got both the discount and the bonus points.

Two times isn't really enough to form a fully formed opinion - but I was surprised at how quick and easy the whole process was.

 

[wilso1]

Zero from one for me, but there is not doubt it is driven by the amount of rooms they have available, in my case busy time of the year and not many rooms left. Rather than worry about an extra 10% I will stick with the best price in the first place, just not worth it.

 

[dajop]

I don't understand. Doesn't the guarantee apply if you make a booking with spg and find a lower rate elsewhere? If you actually book that rate elsewhere don't you put the guarantee at risk because you will take that room out of inventory, which may cause a problem if the hotel is running fairly full, there may not be another room available for that price.

Also, I am not sure if this is the case with spg or in this specific case, but with some programs the T&C of the booking and any inclusions (eg breakfast) need to be identical, so if the chain had a 24 hr cancellation policy, and the booking you made for the same room type had a 7 day cancellation policy or was non refundable the chain would deny the request.

 

[wilso1]

i really don't know, do they? With my booking no money is taking like a day or 2 before. When I booked they had other room types available and more than one, so it did not matter if I held the room, and i still have it at not cost until the 14th April. And its not really the point, I just think its used to suite them and not as much as customer friendly as they make out, is there were plenty of rooms available we would not be having this discussion. In future if I get a better price elsewhere I stay there and not ask the question, just be happy that I think I got the best price going.

 

[JohnPhelan]

When I booked they had other room types available

And therein lies the problem - there were no rooms of the type you booked that were still available. SPG can't give you something it no longer has.

And as dajop says, the better way to do this is to book at SPG and then show them the same room type from another site at a cheaper price. Though the risk there is that the cheaper room rate may have gone by the time you put the claim in to SPG.

 

[wilso1]

John you may need to read the reply from them, they are saying there is no rooms available on either site one week after I made the 24hr claim that they clearly pointed out, why did it take a week to reply? its not about the 10% discount, its the principal and I still think good business don't do this, and yes maybe they all do it and can get away with being an "online" business? There were rooms and they know this, but maybe sold at higher rates, there were rooms and simply I could have booked more. But like I said, you don't need to be Einstein to workout it is about $$$.

How many people do you think they get at the higher rate all for the sake of some points or a fancy gold card, more than you can imagine, I know people like it. So maybe at the time they had a few rooms left at "pay now rates" or book with others and pay the day before, I played it safe. But mate no big deal I still think I have a good deal, and really that is all that matters.

 

[JohnK]

As for a rant, if we don't rant we don't get heard, good to see some people are and have enough common sense to realise its nothing more than an advertising gimmick.

Rant? Threads like this are useful.

In my opinion Best rate guarantee by any hotel chain is rubbish. The strict terms and conditions are heavily weighted in their favour with little or no chance of success. Marketing gimmick?.

I had a recent experience with IHG. I booked 4 nights including breakfast for 2 at the Holiday Inn Chiang Mai for ~9,200 baht or ~AUD290. At the same time I could get those 4 nights on another website for ~AUD190. That is not an insignificant difference and the ~3,000 Priority Club points I am likely to receive are not worth anywhere the ~AUD100 difference.

So I submitted a best rate guarantee claim and it was rejected within hours. Their assessment was the ~AUD190 was not the final amount and I would have to pay taxes as well which was not true. So a few more emails back and forth and we established the lower rate was available but the rejection stood due to IHG mentioning wi-fi and late check out and the other website currency is not the same as the hotel currency.

What a whole load of cobble-wash. Next time I am just going to book with the other website and take the $ saving over the measly loyalty points offering....

 

[Cynicor]

Not sure about IHG but SPG has one of the better BRG systems out there. I haven't had a legitimate claim rejected. My one rejection was when I'd made a mistake in my currency conversion and the rates were the same.

They respond quickly and do not require you to have already booked the room. You can also match against inventory that is sold out on SPG but available on other sites, if it is cheaper than a lower level room.

 

[Alanslegal]

Rant? Threads like this are useful.

In my opinion Best rate guarantee by any hotel chain is rubbish. The strict terms and conditions are heavily weighted in their favour with little or no chance of success. Marketing gimmick?.

Sorry to disagree but the OP was definitely ranting. This thread is a purely ranting thread, nothing more, nothing less. The OP had one or maybe two failed BRG claims and blames it as a fault of Starwood. I have had dozens of SPG BRG claims approved over the past 5-6 years. I would say 75% of my claims are approved, and I have either saved alot of money or earnt alot of points via the BRG feature.

In terms of a marketing gimmick? Not a chance in my experience. Here are some of my BRG successes and they include all the Honolulu hotels (contrary to the OP's experience), St Regis New York, W New York, W Chicago Lakeshore, Hotel Danielli Venice, Le Meridien Barcelona, Le Meridien Nice, most of the hotels at LAX, most of the Bangkok hotels, W Seminyak Bali, all the hotels in Cairo, Grand Bretagne Athens, Le Meridien Budapest, Hotel Pulitzer Amsterdam, Sheraton LHR, Westin Grand Vancouver, Dallas Aloft Downtown, Sheraton Saigon, Sheraton Singapore, W Hong Kong, all of the Sydney hotels, Westin Melbourne, W Mexico City, Four Points Santiago.... and more that I can't recall right now. So my BRG claims are from all over the world and not limited to any branding. This BRG program works very well for me!

 

[Diesellife]

Seriously, it requires experience, knowledge and research to use price guarantee correctly.
it also involves reading into T&C deeply to evaluate the risk involved.


I had a dozen of successful experience with Starwood and Hilton and some rates they honoured were ridiculously low (cheaper than a corporate rate). So it's not a pure advertising gimmick.


However, price guarantee is never meant to be an easy task and definitely not for everyone.


To be fair on this topic, I think priority club's price guarantee is worse in comparison and makes Starwood and Hilton's T&C more achievable.


Lastly, put ethic aside (Business shouldn't need to lose money for sympathy matter), did Starwood breach their T&C in your case or merely followed their T&C strictly?

 

[MrJetset]

Rant? Threads like this are useful.

In my opinion Best rate guarantee by any hotel chain is rubbish. The strict terms and conditions are heavily weighted in their favour with little or no chance of success. Marketing gimmick?.

I had a recent experience with IHG. I booked 4 nights including breakfast for 2 at the Holiday Inn Chiang Mai for ~9,200 baht or ~AUD290. At the same time I could get those 4 nights on another website for ~AUD190. That is not an insignificant difference and the ~3,000 Priority Club points I am likely to receive are not worth anywhere the ~AUD100 difference.

So I submitted a best rate guarantee claim and it was rejected within hours. Their assessment was the ~AUD190 was not the final amount and I would have to pay taxes as well which was not true. So a few more emails back and forth and we established the lower rate was available but the rejection stood due to IHG mentioning wi-fi and late check out and the other website currency is not the same as the hotel currency.

What a whole load of cobble-wash. Next time I am just going to book with the other website and take the $ saving over the measly loyalty points offering....

IHG has nothing to do with SPG. The comparison proves no point.

I'm not responding to this thread or OP, anymore. You would think someone new would listen to those who have more experience, not to mention have spent hundreds of nights at *wood properties around the world.

 

[medhead]

I don't understand. Doesn't the guarantee apply if you make a booking with spg and find a lower rate elsewhere? If you actually book that rate elsewhere don't you put the guarantee at risk because you will take that room out of inventory, which may cause a problem if the hotel is running fairly full, there may not be another room available for that price.

Also, I am not sure if this is the case with spg or in this specific case, but with some programs the T&C of the booking and any inclusions (eg breakfast) need to be identical, so if the chain had a 24 hr cancellation policy, and the booking you made for the same room type had a 7 day cancellation policy or was non refundable the chain would deny the request.

This is clearly the error here. The OP has got the best rate by booking with "getaroom" (or whatever it's called). They haven't actually lost out on anything. They booked the room from the cheapest site. As you say to get the best rate guarantee they would have to book with SPG at a higher rate and then find it at a lower rate. Basically a complete failure by the OP to understand how this is supposed to work.