Reader Question: SPG Best Rate Guarantee Language Requirement

2 Comments

A LoyaltyLobby reader emailed me a comment about this SPG Best Rate Guarantee Claim that was denied.

SPG BRG

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You can access SPG Best Rate Guarantee program here.

Here’s the email from the reader:

I found this great rate on the hotels.com Finnish language website and filed a BRG claim just to receive the enclosed answer. Do you feel they acted correctly on this?

Here’s reply from SPG:

SPG BRG Reply

Here are the language choices presented by SPG:

SPG BRG Languages

Here’s what the T&Cs of the SPG BRG say:

  • A claim form may be rejected by Starwood if it is incomplete, is submitted in an unsupported language, or concerns a non-Starwood website or mobile application that is in an unsupported language.

Here’s screenshot from Hotels.fi:

SPG BRG Hotels.fi

Conclusion

SPG doesn’t disclose anywhere what languages their Best Rate Guarantee department supports. There are nine languages listed on the claim form, however.

Hotels.com and their various country sites are all part of the Expedia “family”.

If hotels.fi has the hotel for a lower price than SPG.com, there must be some other hotels.com site selling the hotel for the same price as well. I would try maybe the Spanish or German version that are both supported for sure.

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