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
Sep 12, 2018, 3:17 pm
#16
Moderator: Alaska Mileage Plan
Join Date: Feb 2005
Posts: 12,317
After booking a Westin property, I found the same exact room for the same exact dates on Hotels.com. I printed out a copy of the Hotels.com price and submitted a claim. It took a day, and Marriott responded that they would not match the rate because the rate they found on Hotels.com was higher. I sent them the printout, and also looked on Hotels.com, and now an even lower rate was available (lower than Marriott). They responded by telling me that "we are unable to accept customer provided evidences for validating Best Rate Guarantee claims." So: they're ignoring the rate on Hotels.com and they're ignoring the evidence I'm providing them showing the rate I'm seeing.
Sep 12, 2018, 3:41 pm
#17
Join Date: Nov 2007
Programs: LH*G, FB*G, IC *free minibar*, SLH, RC 5C-Club, LHW, and a lot of others
Posts: 536
And you're ignoring the rules of the LNF. A claim requires a verifiable link to the rate to be matched. Also, the rate and link must be available at the time it is researched by LNF (usually within 24 hours). Printouts, screen snips and PDFs can not be used to initiate a claim. They sometimes can be useful in clarifying a claim after the link has been verified.
Last edited by flo_147; Sep 12, 2018 at 4:00 pm
Sep 12, 2018, 3:55 pm
#18
Join Date: Aug 2001
Location: Toronto, Canada
Programs: Liftime Titanium Elite Marriott
Posts: 1,752
Another result of the IT integration cock-up is that the BRG claim form is formatted only for Marriott reservation numbers. Starwood reservations have an additional digit. This kind of stuff just adds to the frustration we are all dealing with. Let the incompetence continue.
Sep 12, 2018, 5:42 pm
#21
Join Date: Feb 2013
Posts: 1,815
Well, do they accept it, when I book a cheaper rate on Expedia and give them access to this rate via the itinerary #? The process would be: First lock in the Marriott rate, then book the cheaper Expedia rate and then file the LNF and give them access to yr itinerary. Would that work even if they can't see the rate online anymore?, The LNF form says "lower rate found or RESERVED"...
Is this valid?
it would save me a lot of those back and forth emails.
Sep 12, 2018, 6:03 pm
#22
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Another result of the IT integration cock-up is that the BRG claim form is formatted only for Marriott reservation numbers. Starwood reservations have an additional digit. This kind of stuff just adds to the frustration we are all dealing with. Let the incompetence continue.
Last night I made 2 individual nights booking at the same property for consecutive dates. The first reservation confirmation has 8 digits, the second one has 9 digits. I have to do a double take to make sure.
Sep 12, 2018, 6:12 pm
#23
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
Most SPG reservations have 9 digits. I believe the ones with 7 or 8 digits should have 00 or 0 in front of them but the zeroes get dropped off.
Sep 12, 2018, 6:18 pm
#24
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Sep 12, 2018, 7:55 pm
#25
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Bottom line: If you're looking for the best price, you're probably better off booking at another site than relying on Marriott's "Look No Further Guarantee."
After booking a Westin property, I found the same exact room for the same exact dates on Hotels.com. I printed out a copy of the Hotels.com price and submitted a claim. It took a day, and Marriott responded that they would not match the rate because the rate they found on Hotels.com was higher. I sent them the printout, and also looked on Hotels.com, and now an even lower rate was available (lower than Marriott). They responded by telling me that "we are unable to accept customer provided evidences for validating Best Rate Guarantee claims." So: they're ignoring the rate on Hotels.com and they're ignoring the evidence I'm providing them showing the rate I'm seeing. Great "Guarantee" and great customer service - ha!
After booking a Westin property, I found the same exact room for the same exact dates on Hotels.com. I printed out a copy of the Hotels.com price and submitted a claim. It took a day, and Marriott responded that they would not match the rate because the rate they found on Hotels.com was higher. I sent them the printout, and also looked on Hotels.com, and now an even lower rate was available (lower than Marriott). They responded by telling me that "we are unable to accept customer provided evidences for validating Best Rate Guarantee claims." So: they're ignoring the rate on Hotels.com and they're ignoring the evidence I'm providing them showing the rate I'm seeing. Great "Guarantee" and great customer service - ha!
Even if you found a lower price elsewhere (with screenshot evidence that is ignored) they would somehow respond with a one-liner saying their is still cheaper (without any screenshot evidence)
Sep 12, 2018, 8:48 pm
#26
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 236
Bottom line: If you're looking for the best price, you're probably better off booking at another site than relying on Marriott's "Look No Further Guarantee."
After booking a Westin property, I found the same exact room for the same exact dates on Hotels.com. I printed out a copy of the Hotels.com price and submitted a claim. It took a day, and Marriott responded that they would not match the rate because the rate they found on Hotels.com was higher. I sent them the printout, and also looked on Hotels.com, and now an even lower rate was available (lower than Marriott). They responded by telling me that "we are unable to accept customer provided evidences for validating Best Rate Guarantee claims." So: they're ignoring the rate on Hotels.com and they're ignoring the evidence I'm providing them showing the rate I'm seeing. Great "Guarantee" and great customer service - ha!
After booking a Westin property, I found the same exact room for the same exact dates on Hotels.com. I printed out a copy of the Hotels.com price and submitted a claim. It took a day, and Marriott responded that they would not match the rate because the rate they found on Hotels.com was higher. I sent them the printout, and also looked on Hotels.com, and now an even lower rate was available (lower than Marriott). They responded by telling me that "we are unable to accept customer provided evidences for validating Best Rate Guarantee claims." So: they're ignoring the rate on Hotels.com and they're ignoring the evidence I'm providing them showing the rate I'm seeing. Great "Guarantee" and great customer service - ha!
It's a legit program but at time you will meet someone who does not process the claim properly.
What I have learn is, instead of wasting time to argue, just resubmit another claim.
Sep 13, 2018, 5:41 am
#27
Join Date: Feb 2013
Posts: 1,815
Just respond back to their email with exact instructions how you found the rate including device you used.
Eventually they will see what you see.
Eventually they will see what you see.
Sep 13, 2018, 5:58 am
#28
Join Date: Jan 2013
Programs: MR Platinum, QRPC Platinum
Posts: 97
What happens when a claim is not approved/denied within 24 hours?
I am not 100% sure but in past it got approved anyway if it takes longer than 24 hours
(even when the claim was wrong or the comparisson rate not available).
Is it still the same or has this rule changed.
I am not 100% sure but in past it got approved anyway if it takes longer than 24 hours
(even when the claim was wrong or the comparisson rate not available).
Is it still the same or has this rule changed.
Sep 13, 2018, 6:02 am
#29
Join Date: Sep 2013
Location: London, UK
Programs: Ronin - churn and burn
Posts: 701
I just returned from a 3 night stay at the StR Florence BRG at 280EUR per night vs a standard rate of around 800-950EUR.
Have just booked another stay for next year at 275EUR.
Only issues I've ever encountered were with Japanese properties and the 25% tax rate. Resubmitting and being extremely clear on price breakdown helped.
Last edited by Jermyn; Sep 13, 2018 at 6:16 am
Sep 13, 2018, 8:47 pm
#30
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Submitted a new claim and got this reply. Website works for me here in Asia but “blocked” for the agents (where are they based anyway? US?)
I am denying your claim because I am unable to access Amoma.com and I cannot verify that a lower rate is available on the comparison site you submitted.
I am denying your claim because I am unable to access Amoma.com and I cannot verify that a lower rate is available on the comparison site you submitted.