The Best Rate Guarantee does not apply to packaged rates. Packaged rates include...
- Hotel accommodations sold as part of a travel package, in which the property does not provide the extra service, including, but not limited to accommodations plus airfare and/or car rental and/or cruise, as offered on sites such as Site59.com
- Hotel accommodations sold with value added amenities, including, but not limited to, free breakfast and hotel parking
The Best Rate Guarantee applies to a Competing Rate with rate limitations that are substantially similar to the rate limitations of the rate that can be booked on a Starwood-branded Website (the "Starwood Rate"). Rate limitations include, but are not limited to, advance purchase requirements, prepayment and deposit requirements, and cancellation and change policies. If there is no Starwood Rate available that has substantially similar rate rules to that of the Competing Rate, and the Competing Rate is lower than any available Starwood Rate, Starwood, in its sole discretion, may honor the Competing Rate with the applicable Starwood Rate Limitations, room type, and amenities plus a Best Rate Guarantee Reward, provided it meets all other Terms and Conditions.
Starwood Preferred Guest Awarding for the Stay
The number of Starpoints to be awarded for the stay to Starwood Preferred Guest members will be based on the rate actually paid by the guest at checkout.
The Best Rate Guarantee does not apply to unpublished rates. Unpublished rates are rates not available to the general public. Rates not available to the general public include, but are not limited to:
- Corporate discount rates
- Group rates
- Meeting rates
- Any rates requiring membership in a club such as AAA rates or AARP rates, affinity program, or other organization where the rates are targeted specifically toward a specific group of individuals and not intended for the general public
- Direct mail solicitations
- Electronic mail solicitations
Starwood Customer Care Associates have the sole right and discretion to determine the validity of any claim, including, but not limited to, determining that the claim is for the same hotel, room type, dates, and that it meets all Terms and Conditions, and Claims Processing requirements.
A claim must be submitted prior to, or within 24 hours after, making a reservation through a Starwood-branded Website, and 24 hours before scheduled arrival. If the original reservation was made within 24 hours of arrival, the Best Rate Guarantee is not applicable. For non-English websites, 48 hours prior to arrival is required for claim processing. An original reservation refers to the initial reservation made through a Starwood-branded Website and does not include modified or cancelled reservations. The Starwood Best Rate Guarantee does not apply to existing reservations booked through a Competing Room provider. If a reservation is booked through a Competing Room provider, Starwood is not responsible for any fees associated with the cancellation of that reservation.
For quicker Best Rate Guarantee processing, it is recommended that you make a reservation through a Starwood-branded Website prior to filing the claim.
Best Rate Guarantee Reward - Starwood Preferred Guest Starpoints
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 checkout date of the hotel stay.
Claim Submittal Form
A claim submittal web form is available on Starwood-branded Websites at Starwood Best Rate Guarantee Claim Form. To submit this claim form, fill out all the required fields and click the submit button.
Communication for Valid Claim
Upon validation of the claim, the Customer Care Associate will send an email or other communication to you that includes the reservation confirmation number, the new rate you will be charged, and, if applicable, confirmation of the 2,000 Starpoints you will be awarded after your stay.
If you have not received a confirmation from the Customer Care Department within 24 hours of submitting a claim, you may contact a Customer Care Associate by email or phone to check the status of your claim.
A customer who submits a claim prior to making a reservation and whose claim is deemed valid by the Customer Care Department will be contacted to inform them that they have a valid claim. The customer must respond to the Customer Care Department within 24 hours or prior to local check-in time, which ever comes first, to complete the booking process. Otherwise, the customer will not be able book at the valid Best Rate Guarantee claim rate.
Any questions regarding claims should be directed to email@example.com or call 1-866-500-0368.
Denied Best Rate Guarantee Rate
If, for any reason, following receipt of confirmation of a valid claim and creation of a Best Rate Guarantee reservation, the Starwood Hotel does not honor the Best Rate Guarantee rate, you must contact the Customer Care Department within 15 days of the conclusion of your stay with the reservation number for your claim. The Customer Care Department will investigate the denied Best Rate Guarantee rate and will arrange reimbursement of the difference between the room rate charged and the confirmed Best Rate Guarantee rate, provided the room rate charged is higher than the confirmed Best Rate Guarantee rate.
In the case of a fully prepaid rate booked through a Starwood-branded 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.
Rate at Checkout
Upon checkout at the Starwood Hotel, you will be automatically charged the confirmed lower rate. If requested, you may present your email confirmation from the Customer Care Associate to the front desk agent as validation for the lower rate.
Void where prohibited by law. Starwood Hotels & Resorts Worldwide, Inc. reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at anytime in its sole discretion and without prior notice.©2013 Starwood Hotels & Resorts Worldwide, Inc.