LNF discussions
#106
Join Date: Feb 2013
Posts: 1,815
I made a booking on marriott.com for a Fairfield Inn, and then found it for about $50 cheaper on booking.com. Same room, same everything. Submitted a claim which has been denied. I have been back and forth with them by email, even actually made the booking on booking.com and sent it to them, but they are still "verifying".
Any advice here? I have gone over everything I submitted and it is 100% clear to me that this is a valid claim.
Thanks in advance!
Any advice here? I have gone over everything I submitted and it is 100% clear to me that this is a valid claim.
Thanks in advance!
#107
Join Date: Jul 2009
Programs: Miles and Smiles Elite Plus, Hilton Gold, Marriott Titanium
Posts: 472
#108
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,000
I suspect that the price is way too low that Marriott thinks that it's a mistake rate. If the rate is still there, cancel and refile claim.
#109
Join Date: Aug 2005
Programs: UA*G(1K), PC Diamond Amb, Marriott Titanium, Accor Platinum
Posts: 4,664
I've booked two rooms for the Edingburgh Autograph Collection Glasshouse, choosing a rate that can be cancelled until the day before arrival. I didn't choose the "Member's only rate" because I was earlier told this rate does not qualify for the guarantee. I also didn't choose the cheaper advance purchase rate which would not allow cancellation. The price per room (all in) was 260 (220 GBP).
I found a rate for the same room with exactly the same cancellation terms for 245 (all in) and filed a claim.
They replied back with:
The rate is still available and I've since written back, asking to re-verify.
What is also interesting: just one minute before the LNF reply, my reservation for two rooms was split into two reservations with one room each. The first reservation kept the same confirmation number, the second reservation got a new confirmation number. Does anyone know what the significance of this is?
HTB.
I found a rate for the same room with exactly the same cancellation terms for 245 (all in) and filed a claim.
They replied back with:
I am denying your claim because I cannot verify that a lower rate is available on the comparison site you submitted.
You can review our terms and conditions here:
You can review our terms and conditions here:
What is also interesting: just one minute before the LNF reply, my reservation for two rooms was split into two reservations with one room each. The first reservation kept the same confirmation number, the second reservation got a new confirmation number. Does anyone know what the significance of this is?
HTB.
#110
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,837
I've booked two rooms for the Edingburgh Autograph Collection Glasshouse, choosing a rate that can be cancelled until the day before arrival. I didn't choose the "Member's only rate" because I was earlier told this rate does not qualify for the guarantee. I also didn't choose the cheaper advance purchase rate which would not allow cancellation. The price per room (all in) was 260 (220 GBP).
I found a rate for the same room with exactly the same cancellation terms for 245 (all in) and filed a claim.
They replied back with:
The rate is still available and I've since written back, asking to re-verify.
What is also interesting: just one minute before the LNF reply, my reservation for two rooms was split into two reservations with one room each. The first reservation kept the same confirmation number, the second reservation got a new confirmation number. Does anyone know what the significance of this is?
HTB.
I found a rate for the same room with exactly the same cancellation terms for 245 (all in) and filed a claim.
They replied back with:
The rate is still available and I've since written back, asking to re-verify.
What is also interesting: just one minute before the LNF reply, my reservation for two rooms was split into two reservations with one room each. The first reservation kept the same confirmation number, the second reservation got a new confirmation number. Does anyone know what the significance of this is?
HTB.
Write back to them and send them a direct link as well. Sounds to me like they just made an error which happens not too infrequently
#111
Join Date: Aug 2005
Programs: UA*G(1K), PC Diamond Amb, Marriott Titanium, Accor Platinum
Posts: 4,664
I had already written back and requested more information and they (someone else from the first person) explained to me that they couldn't reach the payment screen using different browsers.
The only hurdle I could find was that you would have to not only write in the name of the travellers (4 in total) but also their gender before you could proceed to the mask where you enter the credit card information.
I've written back and am waiting for their reply.
Do they also accept if I make the reservation myself and send them the confirmation mail?
Thanks in advance
HTB.
#112
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
Booking Renaissance ATL Gateway
Orbitz, Expedia, Hotels.com, Booking.com and Travelocity is @ $154
Marriott is at $156 for member exclusive and $159 for the regular rate.
Was denied match because they "Couldn't find the lower rate". Is $2 something Marriott will deny?
Orbitz, Expedia, Hotels.com, Booking.com and Travelocity is @ $154
Marriott is at $156 for member exclusive and $159 for the regular rate.
Was denied match because they "Couldn't find the lower rate". Is $2 something Marriott will deny?
#113
Join Date: Feb 2013
Posts: 1,815
Booking Renaissance ATL Gateway
Orbitz, Expedia, Hotels.com, Booking.com and Travelocity is @ $154
Marriott is at $156 for member exclusive and $159 for the regular rate.
Was denied match because they "Couldn't find the lower rate". Is $2 something Marriott will deny?
Orbitz, Expedia, Hotels.com, Booking.com and Travelocity is @ $154
Marriott is at $156 for member exclusive and $159 for the regular rate.
Was denied match because they "Couldn't find the lower rate". Is $2 something Marriott will deny?
Email back telling them it can be found on the 5 different sites. Explain exactly how you found the rate so the can duplicate. iPhone, computer etc.
#114
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
#115
Join Date: Nov 2006
Posts: 318
3 Try's without success
I have been trying to get an LNF approved for the past 36 hours. The initial rejection stated the rate I was using was non-refundable. I replied pointing out that it had free cancellation. I provided a screen shot and links to the rate. They replied back saying the rate was no long available. I checked on two computers and the rate was still available (in fact, it was lower). They replied back saying they could not find a lower rate and "we have no alternate choice but to deny summarily this claim under the terms and conditions of the Look No Further (SM) Guarantee." That is the strongest denial I have ever received.
The rate is still available but I have given up and cancelled. I have had success with the comparison web site in the past (as have others) so I am not sure what could be going on this time. I may try again in a few days. Any suggestions are most welcome.
The rate is still available but I have given up and cancelled. I have had success with the comparison web site in the past (as have others) so I am not sure what could be going on this time. I may try again in a few days. Any suggestions are most welcome.
#116
Join Date: Feb 2013
Posts: 1,815
I have been trying to get an LNF approved for the past 36 hours. The initial rejection stated the rate I was using was non-refundable. I replied pointing out that it had free cancellation. I provided a screen shot and links to the rate. They replied back saying the rate was no long available. I checked on two computers and the rate was still available (in fact, it was lower). They replied back saying they could not find a lower rate and "we have no alternate choice but to deny summarily this claim under the terms and conditions of the Look No Further (SM) Guarantee." That is the strongest denial I have ever received.
The rate is still available but I have given up and cancelled. I have had success with the comparison web site in the past (as have others) so I am not sure what could be going on this time. I may try again in a few days. Any suggestions are most welcome.
The rate is still available but I have given up and cancelled. I have had success with the comparison web site in the past (as have others) so I am not sure what could be going on this time. I may try again in a few days. Any suggestions are most welcome.
If you still see and it's a valid claim, I would not have back down. Don't give up. Wear them down before they wear you down.
I know it's too late but in the comments I would have written that they did originally see the rate and it was available. The denial was because they wrongly thought non refundable and not that it was no longer available therefore a valid claim.
Good luck.
#117
Join Date: Apr 2012
Location: Glasgow
Programs: BA Silver
Posts: 530
Looking to make a booking in June. Marriott non-refundable rate is 30 more than the comparable rate. Is there anything I need to be aware of before I make the booking (first time).
Last edited by MsCapricorn; May 22, 2017 at 12:37 pm
#118
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,927
I have been trying to get an LNF approved for the past 36 hours. The initial rejection stated the rate I was using was non-refundable. I replied pointing out that it had free cancellation. I provided a screen shot and links to the rate. They replied back saying the rate was no long available. I checked on two computers and the rate was still available (in fact, it was lower). They replied back saying they could not find a lower rate and "we have no alternate choice but to deny summarily this claim under the terms and conditions of the Look No Further (SM) Guarantee." That is the strongest denial I have ever received.
The rate is still available but I have given up and cancelled. I have had success with the comparison web site in the past (as have others) so I am not sure what could be going on this time. I may try again in a few days. Any suggestions are most welcome.
The rate is still available but I have given up and cancelled. I have had success with the comparison web site in the past (as have others) so I am not sure what could be going on this time. I may try again in a few days. Any suggestions are most welcome.
Also, make sure it's not a third-party site that you're registered at and remembers you. (In that case, use private/incognito browsing to make sure the rate still shows when you access the third-party site that way.)
Also, in case it's not super obvious, I always explain in the Comment section (of the LNF claim form) how to look up the rate I'm seeing once I'm on that website (if I can't just provide a direct link to that rate).
Finally, some sites give one rate for hotel X during business hours and a different rate for hotel X during non-business hour (such as late evening or weekends). Make sure you're checking the rate both inside and outside of business hours (or submit LNF claims only on Saturday mornings when the 24-hour window is all non-business hours).
#119
Join Date: Nov 2006
Posts: 318
Thanks to YoungBubbie and Sdsearch
I appreciate the advice and encouragement. I rebooked the hotel and found a new comparison rate and filed a new LNF claim. Net result, my claim was approved and I now have a rate that is 24 euros lower than the rate I would have received if they had approved my first set of claims.
#120
Join Date: Feb 2013
Posts: 1,815
I appreciate the advice and encouragement. I rebooked the hotel and found a new comparison rate and filed a new LNF claim. Net result, my claim was approved and I now have a rate that is 24 euros lower than the rate I would have received if they had approved my first set of claims.
And another reason to book rates that are refundable. Just because you are successful doesn't mean your search is over. There might be a better one before your stay. Just don't cancel your original reservation in case you don't get approved.