Oct 5, 2018, 3:54 pm
Last edit by: margarita girl
Marriott's Best Rate Guarantee Discussion Thread
This thread is about Marriott's BRG. If you don't know what BRG is - here's the Marriott BRG and here's the claim form.
If you're not satisfied with the outcome of your claim and wish for a second review you may reply back by email or call Marriott's BRG hotline 1-800-771-5665. A human is available at this number beginning at 9 am EST.
If you are new to this, and would like to ask fellow FTers questions regarding BRGs, then this thread is the place to start.
Hotel Name:
Date of stay:
Number of Guests:
Room Type:
Marriott Brand Website Rate:
Competing Rate:
Actual Approved Rate:
This thread is about Marriott's BRG. If you don't know what BRG is - here's the Marriott BRG and here's the claim form.
If you're not satisfied with the outcome of your claim and wish for a second review you may reply back by email or call Marriott's BRG hotline 1-800-771-5665. A human is available at this number beginning at 9 am EST.
If you are new to this, and would like to ask fellow FTers questions regarding BRGs, then this thread is the place to start.
Hotel Name:
Date of stay:
Number of Guests:
Room Type:
Marriott Brand Website Rate:
Competing Rate:
Actual Approved Rate:
Marriott BRG Best Rate Guarantee (formerly LNF) Success, failure & discussion thread
Jun 9, 2020, 5:02 am
#1501
Join Date: Dec 2007
Location: Canada
Posts: 1,511
I'm at 48 hours now and …...rate is gone.
Jun 9, 2020, 5:15 am
#1502
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,673
I spoke to one of the ex-SPG regulars yesterday. She said that out of the 70 BRG employees, only 20 remain. The others have been laid off. She indicated that they are still very busy with lots of claims for Taiwan and Korea. On average, claims are now taking 48 hrs to process. Sounds like you got unlucky.
Jun 9, 2020, 5:21 am
#1503
Join Date: Aug 2018
Posts: 902
I’m sure former SPG BRG associates must feel right back at home now with these 72+ hours processing times...
Jun 10, 2020, 12:33 am
#1504
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,673
Jun 10, 2020, 5:43 am
#1505
Join Date: Dec 2007
Location: Canada
Posts: 1,511
My claim was approved with the usual adjustment of some of the per night rates for the week. Secondly, I was at work so didn't see the email yet on my home address but received a call directly from the hotel on my cell phone telling me about it? Second time this has happened now and really don't understand why they are calling me directly? When checking the emails, I also received two direct emails from the hotel with rates that don't make sense - not urgent so have to call them back to confirm everything is on the up & up.
Jun 10, 2020, 6:49 am
#1506
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,673
My claim was approved with the usual adjustment of some of the per night rates for the week. Secondly, I was at work so didn't see the email yet on my home address but received a call directly from the hotel on my cell phone telling me about it? Second time this has happened now and really don't understand why they are calling me directly? When checking the emails, I also received two direct emails from the hotel with rates that don't make sense - not urgent so have to call them back to confirm everything is on the up & up.
one of my claims was approved last evening but i received an email from the property even before the approval email came through....
Jun 10, 2020, 8:53 am
#1507
Join Date: Dec 2012
Location: Zurich
Programs: Aegean Gold, United Mileage Plus Silver, Privilege Club Platinum, Bonvoy Titanium Elite (LTP)
Posts: 118
48 hours - the new processing time guarantee?
Same here, I submitted two claims for stays in Septembers on Saturday last week. On Monday, almost exactly 48 hours later, I got a response for both claims. One went through and for the second one the rate was gone.
I submitted right away a new claim for the one which was rejected on Monday (same rate, different site) no reply yet. I will be 48 hours in app. 4 hours so lets see. The claims were against US/UK based websites.
I submitted right away a new claim for the one which was rejected on Monday (same rate, different site) no reply yet. I will be 48 hours in app. 4 hours so lets see. The claims were against US/UK based websites.
Last edited by Zurich35; Jun 10, 2020 at 10:35 am Reason: spelling mistake
Jun 10, 2020, 9:40 am
#1508
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Same here, I submitted two claims for stays in Septembers on Saturday last week. On Monday, almost exactly 48 hours later, I got a response for both claims. One went through and for the second one the rate was gone.
I submitted right away a new claim for the one which was rejected on Monday (same rate, different site) no reply yet. I will be 48 hours in app. 4 hours so lets see. The claims were against US/UK based website.
I submitted right away a new claim for the one which was rejected on Monday (same rate, different site) no reply yet. I will be 48 hours in app. 4 hours so lets see. The claims were against US/UK based website.
Jun 10, 2020, 10:24 am
#1509
Join Date: Dec 2012
Location: Zurich
Programs: Aegean Gold, United Mileage Plus Silver, Privilege Club Platinum, Bonvoy Titanium Elite (LTP)
Posts: 118
Unfortunately yes. See post #1500 .
I can live with a 48 hour turnaround time, no problem. Plus if it really picks up again, they can bring back staff that has been furloughed, which is also good.
Last edited by Zurich35; Jun 10, 2020 at 10:36 am Reason: typo
Jun 10, 2020, 10:35 am
#1510
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
On the other hand I guess it is a positive sign. If more people start submitting requests again, like I did myself, they do start thinking and planning on traveling again in the future or even near near future, which is a good sign.
I can live with a 48 hour turnaround time, no problem. Plus if it really picks ups again, they can bring back staff that has been furloughed, which is also good.
I can live with a 48 hour turnaround time, no problem. Plus if it really picks ups again, they can bring back staff that has been furloughed, which is also good.
Jun 14, 2020, 8:18 pm
#1511
Join Date: Jun 2011
Location: HKG
Programs: MPC -> QFF
Posts: 205
St Regis Yalong Bay
Hotel Name: St. Regis Yalong Bay Sanya
Date of stay: June 20 - 24
Number of Guests: 2
Room Type: Guest Room, 1 King, Garden View
Marriott Brand Website Rate: CNY4,453
Competing Rate: CNY3,860 (Booking.com)
Actual Approved Rate: CNY2,460
Received email approval about 48 hrs after submission. I noticed that within 12 hrs of my submission the property already lowered their rates to match Booking.com. I called Marriott customer service to see what’s up, but the CSR said that she cannot even see BRG submission
The approved rate was quite a bit lower than I expected (~36% lower than Booking.com), I am not sure how they came up with that rate, but I am not complaining
Date of stay: June 20 - 24
Number of Guests: 2
Room Type: Guest Room, 1 King, Garden View
Marriott Brand Website Rate: CNY4,453
Competing Rate: CNY3,860 (Booking.com)
Actual Approved Rate: CNY2,460
Received email approval about 48 hrs after submission. I noticed that within 12 hrs of my submission the property already lowered their rates to match Booking.com. I called Marriott customer service to see what’s up, but the CSR said that she cannot even see BRG submission
The approved rate was quite a bit lower than I expected (~36% lower than Booking.com), I am not sure how they came up with that rate, but I am not complaining
Jun 16, 2020, 8:36 pm
#1512
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I must have got lucky. I submitted a BRG request at 7 pm yesterday, and it was approved just over 21 hrs later. 
(My first one in many many months.)
(My first one in many many months.)
Jun 23, 2020, 4:21 pm
#1513
Join Date: Aug 2015
Location: DXB
Programs: Marriott Titanium Elite, Hyatt Globalist, Hilton Diamond, BA Silver, A3 Gold, Sixt Diamond
Posts: 2,811
Can you BRG Design Hotels again? Any special rules (have to book the cheapest prepaid rate etc.)?
Jun 24, 2020, 2:24 am
#1515
Join Date: Aug 2015
Location: DXB
Programs: Marriott Titanium Elite, Hyatt Globalist, Hilton Diamond, BA Silver, A3 Gold, Sixt Diamond
Posts: 2,811
Thank you!