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 Ireceive them?
- Can I receive Starpoints for a stay based on a claim like I would on anon-claim stay?
- If my reservation is pre-paid and I make a valid claim against it, when willI receive a credit for the Best Rate Guarantee rate difference?
- What happens with Best Rate Guarantee claims in the event of a technicalissue?
- What if I don’t hear back from the Customer Service center after submittingmy claim?
Starwood makes available the best room rates on its branded Web sites (www.sheraton.com, www.fourpoints.com, www.whotels.com, www.alofthotels.com, www.luxurycollection.com, www.lemeridien.com, www.elementhotels.com, www.westin.com, www.stregis.com, www.spg.com, www.starwoodhotels.com). In theunlikely event that a lower rate at a Starwood Hotel is made available on anon-Starwood website (the “Competing Rate”), upon its receipt of a claim thatsatisfies Best Rate Guarantee terms and conditions, Starwood will honor thatCompeting Rate and provide the individual that submitted the valid claim one ofthe following rewards: (1) an additional 10% discount off the Competing Rateper room per night; or (2) 2000 Starwood Preferred Guest® Starpoints® per roomper stay please see the SPGTerms& Conditions
Yes. Starwood's Best Rate Guarantee applies to published rates available tothe general public. It does not apply to group or contracted rates, packaged oropaque rates, or qualified membership rates such as AAA, AARP or governmentrates. For complete details, please see the BRGTerms &Conditions.
A claim must be submitted prior to, or within 24 hours after, making areservation through a Starwood Website, and at least 24 hours (48 hours fornon-English Starwood Websites) before the standard check-in time at theapplicable Starwood Hotel. You must submit a Best Rate Guarantee claim form tothe Starwood Customer Service Center. For complete instructions on submitting aclaim, clickhere.
Starwood has the sole right and discretion to determine the validity of anyclaim and will not review documentation provided by the individual submitting aclaim as part of its validation process. Starwood reserves the right to deny aclaim, if it cannot independently verify the availability of a Competing Rateat the time it processes the claim.
No. A reservation is not required
Starpoints shall only be available as a Best Rate Guarantee Reward forclaims related to reservations at Starwood Hotels that participate in theStarwood Preferred Guest program. If you elect the 2,000 Starpoints as yourBest 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 2weeks of your stay, you must contact the Customer Care Department. A CustomerCare Associate will research your Starwood Preferred Guest account and willcredit it with the Best Rate Guarantee Reward, if missing. You must apply forretroactive credits within 180 days of the check-out date of the hotelstay.
The number of Starpoints to be awarded to Starwood PreferredGuest members will be based on the eligibility of the rate actually paidby 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, within30 business days of submitting your claim. If a pre-paid reservation is bookedthrough a Competing Room provider, Starwood is not responsible for any feesassociated with the cancellation of that reservation.
The Best Rate Guarantee will be suspended during times where the StarwoodWebsites or certain rates are not available due to an outage, a technical issueor a circumstance beyond Starwood’s reasonable control.
Any questions regarding claims should be directed to firstname.lastname@example.org orcall 1-866-500-0368.