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
Dec 7, 2018, 5:06 am
#301
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
That is strange ... I actually encountered this previously and the package rate was cheaper than OTA and member room only was more expensive than OTA I submitted against the member room only ... it was approved ... maybe try to resubmit
Dec 9, 2018, 10:43 pm
#302
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
So I have found a noncancellable rate that includes breakfast but the rate on Marriott website doesnt list a noncancellable rate with breakfast. The rate with the breakfast is lower than the one without on the Marriott site. Is there a secret list somewhere that includes with breakfast rates? I would prefer to ensure I get the breakfast included so I dont need to use my welcome amenity for it. If I just mention that there wasnt a breakfast rate will it be included if I get the BRG approved.?
Dec 10, 2018, 2:59 am
#303
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
Do i need to change ip address to us then search for competing websitte?
very few successful claim since the merger. They just keep saying they cannnot verify the lower rate (german site).
i miss the old days when spg brg team still intact. It might not be too fast but it’s reliable and straightforward.
very few successful claim since the merger. They just keep saying they cannnot verify the lower rate (german site).
i miss the old days when spg brg team still intact. It might not be too fast but it’s reliable and straightforward.
Dec 10, 2018, 3:12 pm
#304
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
So I have found a noncancellable rate that includes breakfast but the rate on Marriott website doesnt list a noncancellable rate with breakfast. The rate with the breakfast is lower than the one without on the Marriott site. Is there a secret list somewhere that includes with breakfast rates? I would prefer to ensure I get the breakfast included so I dont need to use my welcome amenity for it. If I just mention that there wasnt a breakfast rate will it be included if I get the BRG approved.?
Dec 13, 2018, 1:53 am
#305
Join Date: Aug 2016
Programs: Marriott Ambassador, A3 Gold, M&M Senator
Posts: 121
I just got an interesting mail. I got a LNF claim approved yesterday with -25%. Today I got an email from the hotel directly (long time Starwood). They are contacting me regarding the lower rate a found on a third party website. They saying the usual rates are always lowest on Marriott (until they're not) and they encourage me to book on the third party website and offer me 10% on that rate plus a complimentary suite upgrade. I've never had this and it seems pretty random...
Dec 13, 2018, 4:07 am
#306
Join Date: Aug 2018
Posts: 902
I just got an interesting mail. I got a LNF claim approved yesterday with -25%. Today I got an email from the hotel directly (long time Starwood). They are contacting me regarding the lower rate a found on a third party website. They saying the usual rates are always lowest on Marriott (until they're not) and they encourage me to book on the third party website and offer me 10% on that rate plus a complimentary suite upgrade. I've never had this and it seems pretty random...
Dec 13, 2018, 7:25 pm
#307
Join Date: Dec 2011
Location: YYZ
Programs: UA1K MM, JL JMB SAPPHIRE, Marriott Titanium/LTP, Hilton Diamond
Posts: 1,267
I want to share my LNF experience:
1, Booked a room with (Rate A) for 1 adult and 1 child on Marriott.com, the property is in Japan, aka 2nd guest charge apply.
2, Found a lower price on hotels.com, same room type, for 1 adult + 1 child, (Rate B).
3, Filed LNF claim
4, Got reply, stated Marriott.com's price is (Rate C), which is lower than hotels.com (Rate B), I found out his/her quote is based on 1 adult only, so I replied to that email and remind them.
5, Got reply, stated my reservation is at (Rate C), not (Rate A). I was so confused and opened my reservation on Marriott.com, only to found out they altered my reservation to 1 adult only and of course the rate is (Rate C) now. I went into to my mailbox and found reservation confirmation email, which clearly shows 1 adult + 1 child and (Rate A).
So, looks like someone altered my reservation without my knowledge and potentially put me in the situation of unable to checkin, just to deny my LNF claim? Anyone found this beyond ridiculous? What is my best next move? I was put on hold by PP line while typing this post, any input is greatly appreciated!
1, Booked a room with (Rate A) for 1 adult and 1 child on Marriott.com, the property is in Japan, aka 2nd guest charge apply.
2, Found a lower price on hotels.com, same room type, for 1 adult + 1 child, (Rate B).
3, Filed LNF claim
4, Got reply, stated Marriott.com's price is (Rate C), which is lower than hotels.com (Rate B), I found out his/her quote is based on 1 adult only, so I replied to that email and remind them.
5, Got reply, stated my reservation is at (Rate C), not (Rate A). I was so confused and opened my reservation on Marriott.com, only to found out they altered my reservation to 1 adult only and of course the rate is (Rate C) now. I went into to my mailbox and found reservation confirmation email, which clearly shows 1 adult + 1 child and (Rate A).
So, looks like someone altered my reservation without my knowledge and potentially put me in the situation of unable to checkin, just to deny my LNF claim? Anyone found this beyond ridiculous? What is my best next move? I was put on hold by PP line while typing this post, any input is greatly appreciated!
Dec 13, 2018, 7:33 pm
#308
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
So, looks like someone altered my reservation without my knowledge and potentially put me in the situation of unable to checkin, just to deny my LNF claim? Anyone found this beyond ridiculous? What is my best next move? I was put on hold by PP line while typing this post, any input is greatly appreciated!
I had it happen once yet the agent alerted it to me in the denial email. He mentioned at the end that he changed my rate so that I could enjoy the lowest possible rate on Marriott.com.
It was a prepay rate and I cancelled it right after I saw it.
Dec 13, 2018, 7:40 pm
#309
Join Date: Dec 2011
Location: YYZ
Programs: UA1K MM, JL JMB SAPPHIRE, Marriott Titanium/LTP, Hilton Diamond
Posts: 1,267
IMHO, it is just over zealous and careless agent.
I had it happen once yet the agent alerted it to me in the denial email. He mentioned at the end that he changed my rate so that I could enjoy the lowest possible rate on Marriott.com. It was a prepay rate and I cancelled it right after I saw it.
I had it happen once yet the agent alerted it to me in the denial email. He mentioned at the end that he changed my rate so that I could enjoy the lowest possible rate on Marriott.com.
It was a prepay rate and I cancelled it right after I saw it.
I have reviewed your claim using 1 adult/1child on Hotels.com the rate for your stay is (Rate B) plus taxes and fees. This rate is not lower than the Marriott rate using 1 adult for your stay of (Rate B) plus taxes and fees.
Dec 14, 2018, 4:20 pm
#310
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
I’ve just had a First here. Booked a room at the Moxy London Excel for a single night on cancellable rate for £89 and then found a cheaper rate at £75 on a different website. Filled in the LNF form and it got rejected (something incidentally I’m finding more and more common recently) but this time on the basis Marriott.com was offering a cheaper non-refundable rate. When I looked at the new LNF wording I found it lists that the comparison must be between same hotel, same room & same dates - not a word about rates. In other words now it seems necessary to book the very cheapest rate even if the that’s non-cancellable, in order to obtain the rate. I virtually never book non-cancellable so for me this would be the end of LNF. Is this right?
Dec 14, 2018, 4:36 pm
#311
Join Date: Aug 2018
Posts: 902
I’ve just had a First here. Booked a room at the Moxy London Excel for a single night on cancellable rate for £89 and then found a cheaper rate at £75 on a different website. Filled in the LNF form and it got rejected (something incidentally I’m finding more and more common recently) but this time on the basis Marriott.com was offering a cheaper non-refundable rate. When I looked at the new LNF wording I found it lists that the comparison must be between same hotel, same room & same dates - not a word about rates. In other words now it seems necessary to book the very cheapest rate even if the that’s non-cancellable, in order to obtain the rate. I virtually never book non-cancellable so for me this would be the end of LNF. Is this right?
Dec 14, 2018, 4:48 pm
#312
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
Heres the relevant paragraph from the T&Cs
5. When multiple rates for the same hotel, reservation dates, and room type are displayed on a Marriott web site, you must reserve the lowest rate to be eligible for the guarantee.
Obtained here https://www.marriott.co.uk/Channels/...e=UK_lnf_popup
Where else should I look?
5. When multiple rates for the same hotel, reservation dates, and room type are displayed on a Marriott web site, you must reserve the lowest rate to be eligible for the guarantee.
Obtained here https://www.marriott.co.uk/Channels/...e=UK_lnf_popup
Where else should I look?
Dec 14, 2018, 6:00 pm
#313
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,867
Heres the relevant paragraph from the T&Cs
5. When multiple rates for the same hotel, reservation dates, and room type are displayed on a Marriott web site, you must reserve the lowest rate to be eligible for the guarantee.
Obtained here https://www.marriott.co.uk/Channels/...e=UK_lnf_popup
Where else should I look?
Dec 14, 2018, 6:05 pm
#314
Join Date: Feb 2013
Posts: 1,815
Heres the relevant paragraph from the T&Cs
5. When multiple rates for the same hotel, reservation dates, and room type are displayed on a Marriott web site, you must reserve the lowest rate to be eligible for the guarantee.
Obtained here https://www.marriott.co.uk/Channels/...e=UK_lnf_popup
Where else should I look?
Dec 14, 2018, 10:14 pm
#315
Join Date: Apr 2010
Location: SCQ
Programs: tk gold, lh ftl, ab gold
Posts: 352
I am confused about reservations for 3 adults. Here is the situation. Marriott often adds an extra fee for the 3rd adult in the room, while many third-party websites don't.
One of my BRGs finally got approved, after many back and forth emails. First, they insisted that the third-party website has a hidden 3rd adult charge that would be charged directly at the hotel. After confirming that it's not the case, the BRG was approved. Yay.
Now, i am applying for a 100% identical BRG, and it's being denied for a totally different reason which makes me confused.
The Marriott rate is 106EUR + 40EUR 3rd adult fee = 146EUR plus tax
The third-party rate is 128EUR all taxes included, no 3rd adult fee.
Here's the excuse they come up with:
It is our policy, when checking rates for more than two guests in the room that we will make a comparison of the rates offered for two guests and for three guests. This policy allows us to determine if any additional fees for the extra person is included in the actual room rate offered rather that being added throughout the booking process. I can see that there was no rate change based on the number of guests in the room therefore allowing us to use the nightly room rate as it was shown (105.69 EUR plus VAT and City Tax). Please know that the room rate offered online with us does include the VAT imposed by this property so the tax was removed from this rate (88.33 EUR plus VAT and City Tax).
Why are they comparing the rate for 2 guests, if my reservation is for three?
One of my BRGs finally got approved, after many back and forth emails. First, they insisted that the third-party website has a hidden 3rd adult charge that would be charged directly at the hotel. After confirming that it's not the case, the BRG was approved. Yay.
Now, i am applying for a 100% identical BRG, and it's being denied for a totally different reason which makes me confused.
The Marriott rate is 106EUR + 40EUR 3rd adult fee = 146EUR plus tax
The third-party rate is 128EUR all taxes included, no 3rd adult fee.
Here's the excuse they come up with:
It is our policy, when checking rates for more than two guests in the room that we will make a comparison of the rates offered for two guests and for three guests. This policy allows us to determine if any additional fees for the extra person is included in the actual room rate offered rather that being added throughout the booking process. I can see that there was no rate change based on the number of guests in the room therefore allowing us to use the nightly room rate as it was shown (105.69 EUR plus VAT and City Tax). Please know that the room rate offered online with us does include the VAT imposed by this property so the tax was removed from this rate (88.33 EUR plus VAT and City Tax).
Why are they comparing the rate for 2 guests, if my reservation is for three?