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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. |
Originally Posted by carrotjuice
(Post 25001327)
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.
Originally Posted by cfischer
(Post 25009002)
LNF w/ breakfast has always been a problem. It is SOP to bring the printout of the reservation (where it is noted) as well as the LNF Email.
So far I have not seen any issues at the front desk to get it adjusted. |
Originally Posted by cfischer
(Post 25061919)
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'.
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Originally Posted by cfischer
(Post 25061919)
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. |
wrong thread
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Originally Posted by PointWeasel
(Post 25097185)
I'm confused as to who advised you that 'bfst is listed under not guaranteed'. Whomever that was needs to sent for remedial training. :rolleyes:
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Originally Posted by cfischer
(Post 25158341)
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.
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Originally Posted by cfischer
(Post 25158341)
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.
Originally Posted by YoungBubbie
(Post 25159621)
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.
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Originally Posted by carrotjuice
(Post 25168576)
Really? All my emails back from the LNF say "including breakfast" and my Marriott reservations were not changed to say "breakfast not guaranteed".
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Originally Posted by PointWeasel
(Post 25016662)
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. :cool:
Originally Posted by carrotjuice
(Post 25035302)
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 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. |
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. |
you state the 24-hour review/reply period but fail to state if your claim was reviewed w/i this period.
Originally Posted by B1
(Post 25429012)
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. |
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.
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Originally Posted by leeky
(Post 25431571)
you state the 24-hour review/reply period but fail to state if your claim was reviewed w/i this period.
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Originally Posted by B1
(Post 25429012)
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. 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. |
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