FAQ: Best Rate Guarantee
- What is the Best Rate Guarantee?
- Does the Best Rate Guarantee only apply to certain rates?
- How do I submit a claim?
- What is evidence of a lower rate?
- What if I don't hear back from the Customer Service center within 48 hours of submitting my claim?
What is the Best Rate Guarantee?
Starwood guarantees that the rates you find on its websites (www.sheraton.com, www.fourpoints.com, www.whotels.com, www.alofthotels.com, www.lemeridien.com, www.luxurycollection.com, www.elementhotels.com, www.westin.com, www.stregis.com, www.spg.com, www.starwoodhotels.com) are the lowest rates available. If you make a reservation on one of the Starwood branded websites and find a lower rate available to the public elsewhere within 24 hours, Starwood will honor the lower rate plus an additional 10% discount. That means if you book a room on a Starwood website for $120 and then find it for $100 elsewhere, we’ll give you the room for $90. For complete details, please see the Terms & Conditions.
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 Terms & Conditions.
If you have found a lower rate than what you reserved on a Starwood website (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 the past 24 hours, you must submit a Best Rate Guarantee claim form to the Starwood Customer Service Center. This form can be downloaded from the Starwood website and should be filled out, printed, and faxed to the Customer Service Center along with acceptable evidence of the lower rate. For complete instructions on submitting a claim, click here.
What is evidence of a lower rate?
Evidence of a lower rate submitted to the Customer Service Center must contain the rules and restrictions that apply to the rate and should demonstrate the availability of the rate. For example, a screenshot of the rate list page would constitute acceptable evidence of a lower rate. Websites or advertisements that display rates with availability "Upon Request" must be checked for availability, and Starwood will confirm the availability of that rate in its claims process. Please note: it is not necessary to book a room at the lower rate in order to submit a claim.
What if I don't hear back from the Customer Service center within 48
hours of submitting my claim?
If you don't hear back from the Customer Service center, you may call 866-500-0368. Provide your name, original reservation confirmation number and the date on which you submitted your claim and the Customer Service agent will access the status of your claim.