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
Oct 4, 2018, 11:18 pm
#121
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,182
If Marriott isnt showing a room with breakfast included but third party sites are, can I submit an LNF for a room with breakfast?
Oct 5, 2018, 2:01 am
#122
Join Date: Feb 2011
Location: YXT
Programs: AC*E50, SPG Plat,
Posts: 577
Hotel Name: Sheraton Fisherman's Wharf
Arrival Date: November 9, 2018
Departure Date: November 11, 2018
Number of Rooms: 2
Number of Guests: 2/room
Room Type: Traditional 2 double beds
Marriott Brand Website Rate: 328.33 USD (plus taxes etc)
Competing Rate: 311.04 USD (plus taxes)
Actual Approved Rate: 233.28USD plus taxes
LNF Award: 25% discount
I was pleasantly surprised at the quick turnaround on the LNF approval. I booked my room around 2:30pm on Wednesday of this week and immediately filled out the online LNF claim form. I got an autoreply at 2:38pm saying they're experiencing a higher than normal amount of email enquiries; less than an hour and a half later (3:56pm) I received confirmation of LNF success.
Oct 5, 2018, 7:40 am
#124
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,182
Oct 5, 2018, 7:43 am
#125
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,182
Update: my rate changed to LNF almost immediately after approval yet the cancellation terms remained non-refundable until around 1 day later, when it switched to flexible! The agents dont seem to know the rules and you seem to get different answers depending on who you talk to. But here it seems non-refundable rates do turn to flexible if approved (but there may be exceptions).
Oct 6, 2018, 4:38 am
#126
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,119
Update: my rate changed to LNF almost immediately after approval yet the cancellation terms remained non-refundable until around 1 day later, when it switched to flexible! The agents dont seem to know the rules and you seem to get different answers depending on who you talk to. But here it seems non-refundable rates do turn to flexible if approved (but there may be exceptions).
Oct 6, 2018, 9:18 am
#127
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
Another datapoint.
Overnight I received 15K points for 3 successful BRG claims, however, Marriott IT does not attached the points to a specific stay which is useless.
How can the screw up the simple things? Its 2018 for pete's sake.
Now I have to follow-up to find out which ones these pertain to and chase the outstanding ones....this all goes back to August with both phone calls and emails to follow-up.
Overnight I received 15K points for 3 successful BRG claims, however, Marriott IT does not attached the points to a specific stay which is useless.
How can the screw up the simple things? Its 2018 for pete's sake.
Now I have to follow-up to find out which ones these pertain to and chase the outstanding ones....this all goes back to August with both phone calls and emails to follow-up.
Oct 6, 2018, 10:02 am
#128
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,242
Thabks for the reply. Actually the breakfast package tab wasnt showing for that hotel on the app but it was for the desktop. The competing rate was still much lower so Ive put in a claim. As both rates now have breakfast, I should get breakfast included if approved then.
Oct 6, 2018, 9:01 pm
#129
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,526
Another datapoint.
Overnight I received 15K points for 3 successful BRG claims, however, Marriott IT does not attached the points to a specific stay which is useless.
How can the screw up the simple things? Its 2018 for pete's sake.
Now I have to follow-up to find out which ones these pertain to and chase the outstanding ones....this all goes back to August with both phone calls and emails to follow-up.
Overnight I received 15K points for 3 successful BRG claims, however, Marriott IT does not attached the points to a specific stay which is useless.
How can the screw up the simple things? Its 2018 for pete's sake.
Now I have to follow-up to find out which ones these pertain to and chase the outstanding ones....this all goes back to August with both phone calls and emails to follow-up.
Has anyone figured out why some people say that Marriott website used to be excellent?
Oct 8, 2018, 8:28 am
#130
Join Date: May 2017
Posts: 26
First time submitting Look No Futher with Marriott and it looks like the rules are different to SPG BRG. Ive successfully claimed a number of SPG BRGs before, so I am familiar with the terms.
Look No Further was approved, but the agent only approved the 25% discount on the non-refundable rate on comparison site. They said its due to my original Marriott booking is flexible rate. (Always book refundable flex rate. in case BRG is denied, I can still cancel the booking without penalty).
Here is what they wrote,
With our terms and conditions, we will only compare the room type, amenities, deposit and cancellation policies on the competing website which match the one you booked on your reservation. Therefore, your claim was processedusingthe flexible room only rates on both websites. If you would like for us to compare the non-refundable rates on both websites, you will need to make a new reservation at this rate, and resubmit your claim for evaluation.
Checked Marriott website, they did not mention anything about the same deposite and cancellations policies,
Look No Further was approved, but the agent only approved the 25% discount on the non-refundable rate on comparison site. They said its due to my original Marriott booking is flexible rate. (Always book refundable flex rate. in case BRG is denied, I can still cancel the booking without penalty).
Here is what they wrote,
With our terms and conditions, we will only compare the room type, amenities, deposit and cancellation policies on the competing website which match the one you booked on your reservation. Therefore, your claim was processedusingthe flexible room only rates on both websites. If you would like for us to compare the non-refundable rates on both websites, you will need to make a new reservation at this rate, and resubmit your claim for evaluation.
Checked Marriott website, they did not mention anything about the same deposite and cancellations policies,
- 2) If you find a lower rate for the same hotel, same room type, and same reservation dates on a non-Marriott website or non-Marriott mobile app (Comparison Rate) you may submit a Best Rate Guarantee claim.
- If we approve your claim, well match the Comparison rate AND give you your choice of either an extra 25% discount on the room (20% discount for Design Hotels) OR give you 5,000 Marriott Loyalty Program Points.
Oct 8, 2018, 12:11 pm
#131
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,526
SPG changed their BRG policy to match Marriott’s LNF last May! Cancellation terms and room types must match.
Oct 8, 2018, 5:14 pm
#132
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,480
Just did my first claim ever:
Hotel Name: The Prince Gallery Tokyo Kioicho, a Luxury Collection Hotel
Arrival Date: February 25, 2019
Departure Date: February 26, 2019
Number of Rooms: 1
Number of Guests: 2
Room Type: 1 Deluxe Room with two adults
Marriott Brand Website Rate: 65858.80 JPY
Competing Rate: 40,836.70 JPY
Actual Approved Rate: 30,627.53 JPY
LNF Award: 25% discount
Also the email says to show at the hotel and now my reservation details can't be seen online because it's a "complex rate". That's kind of not awesome, but whatever. Having to show the email at the hotel seems a bit odd though, I hope there's no fight about the rate.
Hotel Name: The Prince Gallery Tokyo Kioicho, a Luxury Collection Hotel
Arrival Date: February 25, 2019
Departure Date: February 26, 2019
Number of Rooms: 1
Number of Guests: 2
Room Type: 1 Deluxe Room with two adults
Marriott Brand Website Rate: 65858.80 JPY
Competing Rate: 40,836.70 JPY
Actual Approved Rate: 30,627.53 JPY
LNF Award: 25% discount
Also the email says to show at the hotel and now my reservation details can't be seen online because it's a "complex rate". That's kind of not awesome, but whatever. Having to show the email at the hotel seems a bit odd though, I hope there's no fight about the rate.
Oct 8, 2018, 6:34 pm
#134
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,526
Oct 8, 2018, 7:02 pm
#135
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,992
It's been a while for me (over a year), but I did a Marriott LNF on a prepaid stay a while ago, and the way it worked was that the "excess" amount was held and would have been applied to room charges if I had incurred any, and the remainder was refunded to my credit card after my stay.
However this was over a year ago, and also as margarita girl notes, sometimes even on a non refundable rate, they may not charge your card right away, so YMMV.
However this was over a year ago, and also as margarita girl notes, sometimes even on a non refundable rate, they may not charge your card right away, so YMMV.