Marriott's Look No Further-Best Rate Guaranteed Master Thread
Jul 2, 2015, 5:19 pm
#31
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,984
to add to the +BF situation ... I must confess it can be a mess. Booked the RC in Vienna for my uncle w/ BF and they flat out refused at check-in. I got on the phone and explained it to them but they quoted 'breakfast is listed under 'not guaranteed' and thus we don't provide it'.
Anyway, had to call Marriott corporate in SLC today who did not know what to do either and finally transfer me to LNF where someone called the hotel and sorted things out.
That's a mess.
Anyway, had to call Marriott corporate in SLC today who did not know what to do either and finally transfer me to LNF where someone called the hotel and sorted things out.
That's a mess.
Jul 3, 2015, 9:11 am
#32
Join Date: Dec 2010
Location: Asia
Programs: Star Alliance Gold, Marriott / SPG PLAT Premier, USELESS Accor Plus PLAT
Posts: 165
I recently have been receiving some hassle when checking in on a LNF rate. All my recent LNF claims included breakfast. But when I checked in, the hotel could only see the rate as room only, and I had to spend time explaining / insisting that the hotel's record was incorrect. Fortunately I would bring along a printout of my reservation from the Marriott website and that would put a stop to the dispute. But really, such experiences were rather awkward at reception and something I could have done without.
Occasionally, I had to show them the printout of my rate which included breakfast.
I told them to feedback this problem to HQ Marriott. It's either their IT system fault or the LNF team who did not include breakfast into the revised rate.
Very True
Jul 10, 2015, 8:49 am
#34
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
to add to the +BF situation ... I must confess it can be a mess. Booked the RC in Vienna for my uncle w/ BF and they flat out refused at check-in. I got on the phone and explained it to them but they quoted 'breakfast is listed under 'not guaranteed' and thus we don't provide it'.
Anyway, had to call Marriott corporate in SLC today who did not know what to do either and finally transfer me to LNF where someone called the hotel and sorted things out.
That's a mess.
Anyway, had to call Marriott corporate in SLC today who did not know what to do either and finally transfer me to LNF where someone called the hotel and sorted things out.
That's a mess.
Jul 21, 2015, 12:52 pm
#35
Join Date: Apr 2009
Posts: 6
wrong thread
Last edited by rts62001; Jul 21, 2015 at 12:58 pm Reason: incorrect thread
Jul 22, 2015, 6:50 pm
#36
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,984
actually, that's how the last 10/10 of my LNF claims w/ BF have come out? How else have you seen it annotated if I may ask? Not sure who needs re-training here, but it's not the person who approved the claim in the first place.
Jul 23, 2015, 3:20 am
#37
Join Date: Feb 2013
Posts: 1,815
After I got my LNF approved, I too noticed on my reservation that it stated breakfast not quarrented. That's what prompted my phone call to make sure I would have no problems when checking in which I didn't.
Jul 24, 2015, 4:40 pm
#38
Join Date: Apr 2007
Location: Anywhere
Posts: 6,567
Jul 27, 2015, 6:19 pm
#39
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,984
w/o it being annotated in the booking itself you can run into much more issues. The note has definitely helped before and yes, it is very common.
Sep 14, 2015, 9:37 am
#40
Join Date: Jul 2013
Posts: 812
Ummm...have you been to the AC properties in Europe yet? 
I had a 10ish minute back and forth with the FDM about the breakfast (I had 2 Nespresso and an orange juice) and they assured me they were correct. I showed the LNF confirmation email and he replied "of course, but with breakfast the rate goes back to the original higher rate". I pushed back and suggested that I forward him the email to check with his Marriott contacts and:
Dear Mr. PW,
I would like to inform you that everything is cleared
Marriott confirmed the breakfast included, apologize for inconveniences.
We hope to see you soon and provide you an stay without incidents.
Best regards,
(name withheld)| Front Desk Manager | AC Hotel (property withheld)| Madrid, Spain
Now I am of 2 minds on this incident. Firstly, I give kudos to the FDM for replying in a timely manner with a sincere apology, however, it never should have happened in the first place.
I had a 10ish minute back and forth with the FDM about the breakfast (I had 2 Nespresso and an orange juice) and they assured me they were correct. I showed the LNF confirmation email and he replied "of course, but with breakfast the rate goes back to the original higher rate". I pushed back and suggested that I forward him the email to check with his Marriott contacts and:
Dear Mr. PW,
I would like to inform you that everything is cleared
Marriott confirmed the breakfast included, apologize for inconveniences.
We hope to see you soon and provide you an stay without incidents.
Best regards,
(name withheld)| Front Desk Manager | AC Hotel (property withheld)| Madrid, Spain
Now I am of 2 minds on this incident. Firstly, I give kudos to the FDM for replying in a timely manner with a sincere apology, however, it never should have happened in the first place.
Exactly! You expect any Marriott hotel to be fully apprised of their own LNF policy - that breakfast inclusive rates may be approved under LNF. And even if they were ignorant, they should have gotten the reservation corrected at check-in after I had shown them the LNF printout.
At The Glasshouse Edinburgh, I had the further hassle at breakfast... where after all my family and I were seated, the restaurant waitress asked if it would be OK for whatever we ordered to be charged to the room. I said no firmly and reiterated that my room rate had included BF, and I had informed reception at check in. She called reception and reception presumably checked the (uncorrected) hotel reservation system, and told her (incorrectly) that my reservation didn't include BF. When she informed me of that, I was livid and demanded to see the duty manager immediately. We had to wait for the duty manager to come down to the restaurant to verify that I was telling the truth before we were allowed to order anything. Anticipating that 'proof' was needed yet again, I had to trudge back to my room to retrieve my LNF printout. And after that my family and I sat for a full 15 minutes or so in awkward silence until the duty manager arrived. While he did quickly sort it out by asking the waitress to charge all our BFs as complimentary, it still left a somewhat unpleasant start to the morning...
At The Glasshouse Edinburgh, I had the further hassle at breakfast... where after all my family and I were seated, the restaurant waitress asked if it would be OK for whatever we ordered to be charged to the room. I said no firmly and reiterated that my room rate had included BF, and I had informed reception at check in. She called reception and reception presumably checked the (uncorrected) hotel reservation system, and told her (incorrectly) that my reservation didn't include BF. When she informed me of that, I was livid and demanded to see the duty manager immediately. We had to wait for the duty manager to come down to the restaurant to verify that I was telling the truth before we were allowed to order anything. Anticipating that 'proof' was needed yet again, I had to trudge back to my room to retrieve my LNF printout. And after that my family and I sat for a full 15 minutes or so in awkward silence until the duty manager arrived. While he did quickly sort it out by asking the waitress to charge all our BFs as complimentary, it still left a somewhat unpleasant start to the morning...
At check-out, the front desk manager was aware of the breakfast issue and told me not to worry as breakfast would be given 'on the house'.
I was grateful not to be charged for breakfast on check-out, but really I should not have been pestered on entering and leaving the restaurant. Marriott really needs to change its reservation system so that LNF rates with breakfast included can be recognised without any issue by hotel staff.
Sep 15, 2015, 10:49 am
#41
Join Date: Apr 2000
Location: Toronto, Ontario, Canada
Posts: 3,665
They wait and it's gone
For the LNF I had a four night stay on Marriott's site at $1086 and the same room on booking.com was $1006. I filed a claim with the web address. By the time Marriott responded they found Booking.com had (surprise) raised its rate to $1086. "According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, Marriott will verify your claim within 24 hours of receipt and notify you of the results. The comparison rate must still be available at the time Marriott validates the claim. According to our review, we have determined that, as of the time we attempted to validate your claim, the accommodations with which your comparison was made are not available as described in your claim. We have no means of determining whether such accommodations and rates were available at an earlier time.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program."
I have a screen shot, which is what other sites ask for. I could have cancelled the Marriott booking and saved $80 by using booking.com. What's the point of providing a price match guarantee if the guarantor doesn't accept the only possible evidence. I suspect Marriott told booking.com to raise its rate as the booking.com page said there were five rooms available at the lower price. I never was turned down at Hilton or Expedia. I had a legitimate claim - they should accept a screen shot.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program."
I have a screen shot, which is what other sites ask for. I could have cancelled the Marriott booking and saved $80 by using booking.com. What's the point of providing a price match guarantee if the guarantor doesn't accept the only possible evidence. I suspect Marriott told booking.com to raise its rate as the booking.com page said there were five rooms available at the lower price. I never was turned down at Hilton or Expedia. I had a legitimate claim - they should accept a screen shot.
Sep 15, 2015, 7:31 pm
#42
Suspended
Join Date: Sep 2012
Posts: 827
you state the 24-hour review/reply period but fail to state if your claim was reviewed w/i this period.
For the LNF I had a four night stay on Marriott's site at $1086 and the same room on booking.com was $1006. I filed a claim with the web address. By the time Marriott responded they found Booking.com had (surprise) raised its rate to $1086. "According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, Marriott will verify your claim within 24 hours of receipt and notify you of the results. The comparison rate must still be available at the time Marriott validates the claim. According to our review, we have determined that, as of the time we attempted to validate your claim, the accommodations with which your comparison was made are not available as described in your claim. We have no means of determining whether such accommodations and rates were available at an earlier time.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program."
I have a screen shot, which is what other sites ask for. I could have cancelled the Marriott booking and saved $80 by using booking.com. What's the point of providing a price match guarantee if the guarantor doesn't accept the only possible evidence. I suspect Marriott told booking.com to raise its rate as the booking.com page said there were five rooms available at the lower price. I never was turned down at Hilton or Expedia. I had a legitimate claim - they should accept a screen shot.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program."
I have a screen shot, which is what other sites ask for. I could have cancelled the Marriott booking and saved $80 by using booking.com. What's the point of providing a price match guarantee if the guarantor doesn't accept the only possible evidence. I suspect Marriott told booking.com to raise its rate as the booking.com page said there were five rooms available at the lower price. I never was turned down at Hilton or Expedia. I had a legitimate claim - they should accept a screen shot.
Sep 16, 2015, 1:53 am
#43
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: 11,075
This happens so many times to me and that's why I never expect a sure win for my claims - now that I expect each claim will take me 2 times to be accepted.
Sep 16, 2015, 7:38 pm
#44
Join Date: Apr 2000
Location: Toronto, Ontario, Canada
Posts: 3,665
It was reviewed within that period. The other site raised its price in the meantime. The room was available for less soon after I booked it with Marriott. They took their time and the other site miraculously raised its price to exactly the same as Marriott's. If I had made a reservation at the other site at the lower price it seems like that would not have been accepted as evidence either.
Sep 17, 2015, 2:40 am
#45
Join Date: Feb 2013
Posts: 1,815
For the LNF I had a four night stay on Marriott's site at $1086 and the same room on booking.com was $1006. I filed a claim with the web address. By the time Marriott responded they found Booking.com had (surprise) raised its rate to $1086. "According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, Marriott will verify your claim within 24 hours of receipt and notify you of the results. The comparison rate must still be available at the time Marriott validates the claim. According to our review, we have determined that, as of the time we attempted to validate your claim, the accommodations with which your comparison was made are not available as described in your claim. We have no means of determining whether such accommodations and rates were available at an earlier time.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program."
I have a screen shot, which is what other sites ask for. I could have cancelled the Marriott booking and saved $80 by using booking.com. What's the point of providing a price match guarantee if the guarantor doesn't accept the only possible evidence. I suspect Marriott told booking.com to raise its rate as the booking.com page said there were five rooms available at the lower price. I never was turned down at Hilton or Expedia. I had a legitimate claim - they should accept a screen shot.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program."
I have a screen shot, which is what other sites ask for. I could have cancelled the Marriott booking and saved $80 by using booking.com. What's the point of providing a price match guarantee if the guarantor doesn't accept the only possible evidence. I suspect Marriott told booking.com to raise its rate as the booking.com page said there were five rooms available at the lower price. I never was turned down at Hilton or Expedia. I had a legitimate claim - they should accept a screen shot.
I keep on looking up until i can't cancel my reservation even if I already got an LNF rate. I've topped them many times.
If it was only an $80 difference you can probably get an AAA rate for about the same savings.