Best Rate Guarantee – Frequently Asked Questions

What is the Best Rate Guarantee?

In the unlikely event that a lower rate at a Starwood Hotel or an SPG Partner Hotel is made available on a non-Starwood website or non-Starwood mobile application (the “Competing Rate”), upon its receipt of a claim that satisfies the BRG Terms, 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. For complete details, please see the SPG Program Terms.


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Does the Best Rate Guarantee only apply to certain rates?

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.


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How do I submit a Best Rate Guarantee claim?

A Best Rate claim must be submitted within 24 hours after making a reservation at a Starwood Hotel or an SPG Partner Hotel 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 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.


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What is acceptable evidence of a lower Competing 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 Best Rate Guarantee claim, if it cannot independently verify the availability of a Competing Rate at the time it processes the claim.


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Do I need to make a reservation in order to submit a Best Rate Guarantee claim?

Yes. A valid reservation at a Starwood Hotel or an SPG Partner Hotel that is booked through a Starwood Website is required to submit a Best Rate Guarantee Claim. For SPG Partner Hotels, the Best Rate Guarantee only applies to reservations booked at the lowest available rate available at the SPG Partner Hotel on a Starwood Website at the time of booking.


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Should I choose to receive Starpoints® for my Best Rate Guarantee reward, when will I receive them?

Starpoints shall only be available to SPG Members as a Best Rate Guarantee reward for claims related to reservations at Starwood Hotels or SPG Partner 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 SPG Member 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 SPG Member 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.


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Can I receive Starpoints for a stay based on a Best Rate Guarantee claim like I would on a stay that is not based on a claim?

The number of Starpoints to be awarded to SPG Members (other than any Starpoints awarded as a Best Rate Guarantee reward) will be based on the eligibility of the rate actually paid by you at checkout and is not impacted by whether or not you filed a Best Rate Guarantee claim for that stay.


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If my reservation is pre-paid and I make a valid Best Rate Guarantee claim against it, when will I receive a credit for the Best Rate Guarantee rate difference?

In the case of a fully prepaid rate at a Starwood Hotel or SPG Partner Hotel 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 third party, you will not be eligible for a Best Rate Guarantee reward and Starwood is not responsible for any fees associated with the cancellation of that reservation.


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What happens with Best Rate Guarantee claims in the event of a technical issue?

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.


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What hotels are SPG Partner Hotels?

To view a list of SPG Partner Hotels please click here.


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What is the difference in the Best Rate Guarantee for Starwood Hotels and SPG Partner Hotels?

For SPG Partner Hotels, the Best Rate Guarantee only applies to reservations booked at the lowest available rate available at the SPG Partner Hotel on a Starwood Website at the time of booking. For Starwood Hotels, the Best Rate Guarantee applies to all reservations if there is a Competing Rate available online or on a mobile application for the same Starwood Hotel, the same dates, the same number of guests, the same room type, with a similar view and room size, and includes similar or additional value-added amenities (e.g., free breakfast).


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What if I don’t hear back from the Customer Service center after submitting my Best Rate Guarantee claim?

Any questions regarding claims should be directed to best.rate@starwoodhotels.com or call 1-866-500-0368.


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