Frequently Asked Questions
Frequently Asked Questions
- What is the Best Rate Guarantee?
- Does the Best Rate Guarantee only apply to certain rates?
- How do I submit a claim?
- What is acceptable evidence of a lower rate?
- Do I need to make a reservation in order to submit a claim?
- Should I choose to receive Starpoints® for my claim reward, when will I receive them?
- Can I receive Starpoints for a stay based on a claim like I would on a non-claim stay?
- If my reservation is pre-paid and I make a valid claim against it, when will I receive a credit for the Best Rate Guarantee rate difference?
- What happens with Best Rate Guarantee claims in the event of a technical issue?
- What if I don’t hear back from the Customer Service center after submitting my claim?
In the unlikely event that a lower rate at a Starwood Hotel is made available on a non-Starwood website or mobile application (the “Competing Rate”), upon its receipt of a claim that satisfies 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; or (2) 2000 Starwood Preferred Guest® Starpoints® per room per stay please see the SPG Terms & Conditions.
Yes. Starwood's Best Rate Guarantee applies to published rates available to the general public. It does not apply to group or contracted rates, packaged or opaque rates, or qualified membership rates such as AAA, AARP or government rates. For complete details, please see the BRG Terms & Conditions.
A claim must be submitted prior to, or within 24 hours after, making a reservation through a Starwood Website, and at least 24 hours (48 hours for non-English Starwood Websites) before the standard check-in time at the applicable Starwood Hotel. You must submit a Best Rate Guarantee claim form to the Starwood Customer Service Center. For complete instructions on submitting a claim, click here.
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.
No. A reservation is not required
Starpoints shall only be available as a Best Rate Guarantee Reward for claims related to reservations at Starwood Hotels that participate in the Starwood Preferred Guest program. If you elect the 2,000 Starpoints as your Best Rate Guarantee Reward, it will post with your stay. If, for any reason, your Starwood Preferred Guest account is not credited with that reward within 2 weeks of your stay, you must contact the Customer Care Department. A Customer Care Associate will research your Starwood Preferred Guest account and will credit it with the Best Rate Guarantee Reward, if missing. You must apply for retroactive credits within 180 days of the check-out date of the hotel stay.
The number of Starpoints to be awarded to Starwood Preferred Guest members will be based on the eligibility of the rate actually paid by you at checkout.
In the case of a fully prepaid rate booked through a Starwood Website, Starwood will refund the difference to your credit card, if applicable, within 30 business days of submitting your claim. If a pre-paid reservation is booked through a Competing Room provider, Starwood is not responsible for any fees associated with the cancellation of that reservation.
The Best Rate Guarantee will be suspended during times where the Starwood Websites or certain rates are not available due to an outage, a technical issue or a circumstance beyond Starwood’s reasonable control.
Any questions regarding claims should be directed to firstname.lastname@example.org or call 1-866-500-0368.