Frequently Asked Questions
- What do I need to submit a claim?
- Do I need to make a reservation in order to submit a claim?
- Do I need to submit a screen shot of the external site?
- How do I submit a claim?
- How long until I hear back from Starwood regarding my claim?
- How will I know when my claim is validated?
- Should I choose to receive Starpoints for my claim, when will I receive them?
- Can I receive Starpoints for a stay based on a claim like I would on a non-claim stay?
- If my reservation is pre-paid and I make a valid claim against it, when will I receive a credit for the Best Rate Guarantee rate difference?
- How will Starwood determine if I have a Best Rate Guarantee violation if rates are quoted in different currencies?
- Can I submit a claim from a non-English Web site?
- What if I can book a particular room type through a Competing room provider, but not through Starwood?
What do I need to submit a claim?
The information related to the stay (arrival date, departure date, property name, number of guests, currency types), the Competing room provider and rate, the Starwood branded site rate, your personal information (name and contact information), and desired Best Rate Guarantee reward.
Do I need to make a reservation in order to submit a claim?
No. A reservation is not required.
Do I need to submit a screen shot of the external site?
No. Just submit the required information as listed on the claim form.
A claim submittal form is available online. To submit this claim form, fill out all the required fields and click the submit button.
How long until I hear back from Starwood regarding my claim?
You will hear back from Starwood within 24 hours.
How will I know when my claim is validated?
A Starwood Customer Care Associate will contact you with a modified reservation number, if you already had a reservation, or will contact you with an offer to make a reservation at a new Best Rate Guarantee rate.
Should I choose to receive Starpoints for my claim, when will I receive them?
Your Starwood Preferred Guest account will be credited within two weeks after your stay.
Can I receive Starpoints for a stay based on a claim like I would on a non-claim stay?
Yes, the number of Starpoints to be awarded to Starwood Preferred Guest members will be based on the rate actually paid by you at checkout.
If my reservation is pre-paid and I make a valid claim against it, when will I receive a credit for the Best Rate Guarantee rate difference?
You will receive a credit for the rate difference within 30 business days of submitting your claim.
How will Starwood determine if I have a Best Rate Guarantee violation if rates are quoted in different currencies?
Starwood will convert the Competing rate into the same rate as on the Starwood Branded Sites. Due to different currency conversion ratios used by different rate providers, it is possible that after converting the Competing rate, it appears lower than the Starwood rate. Starwood reserves the right to deny a claim if it feels that the discrepancy in rates is due to the different currency conversions used.
Can I submit a claim from a non-English Web site?
Yes, Starwood has the capability to translate Web sites of languages other than English. However, we will require 48 hours from arrival to process your claim to perform the translation.
What if I can book a particular room type through a Competing room provider, but not through Starwood?
This may be a valid claim. Please submit a claim using the claim form and a Starwood Customer Care Associate will evaluate it.
