I received a email from the hotel today that's contradictory to my approved BRG claim 2 days ago. Should I contact Marriott BRG regarding this or just ignore the email since my confirmed reservation has the correct discounted rate? Some one at insiders.marriott.com suggested me contact support there, but I just don't want to deal with the hassle if there's nothing I need to worried about.
My claim was rejected the first round because the rate disappeared when the agent checked. It worked the 2nd time after I replied to the rejection email. I was wondering if my reply email went to the hotel which caused the confusion, but it's addressed to
[email protected].
Email from Renaissance
Good Morning Mr. xxxxx,
Thank you for contacting Marriott Customer Care in regards to your upcoming booking from *** to ***. Based on the information provided, I understand you have found a comparison rate on a third party booking website, and would like for us to adjust the rate from $215 USD to the lower price that you found which is $175 USD a night. Unfortunately, we are not allowed to adjust the rates once a booking is processed. The only way to receive this rate is if the current reservation is cancelled and a new reservation is created through the third party website where you found the lower rate. You do have up to 72 hrs. to cancel your booking prior to your arrival. Please do not hesitate to contact us with any questions in regards to this.
Best,
Mxxx Oxxx
FRONT OFFICE SUPERVISOR
Renaissance New York Midtown Hotel
218 West 35th Street, New York, NY 10001
Email from BRG two days ago
Hello xxxxx!
Thank you for choosing Marriott and submitting a Best Rate Guarantee claim. I am happy to share that I was able to approve your claim.
I was able to verify the following rate on the comparison site listed on your claim:
Rate: $175.00 USD per night excluding taxes and fees
The confirmation number for your reservation will remain the same, as well as the cancellation policy under which you originally booked.
The following rate will apply to your upcoming stay:
Rate: $131.25 USD per night excluding taxes and fees
Reservation Confirmation Number: xxxx
Your room rate now reflects an additional 25% discount for submitting a successful claim according to the terms of Marriott's Best Rate Guarantee. Please be aware, any modifications made to your reservation are not allowed and will invalidate this approval.
I want to let you know that you may discover that your room rate has not yet been modified on your confirmation record. I want to assure you that this will be corrected before you arrive.
We look forward to welcoming you soon!
Safe Travels!
Nxxx Pxxxx
Marriott Best Rate Guarantee