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 15, 2018, 6:13 am
#151
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,475
Lower Room Type Not Available
How does it work with LNF if lower room type is not available on Marriott? 
Third party has Superior Room available with lower rate than Marriott which only has Deluxe Room available. Can I book Deluxe and LNF against Superior rate?
Third party has Superior Room available with lower rate than Marriott which only has Deluxe Room available. Can I book Deluxe and LNF against Superior rate?
Oct 15, 2018, 7:05 am
#152
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,173
Last week claims were being processed really fast, on average around 8 hours but my record was 1 hour and 40 minutes! Yesterday it took them 16 hours it that’s still under 24 hours.
Oct 15, 2018, 2:02 pm
#153
Join Date: Jun 1999
Posts: 217
Marriott denied my LNF request because if the property wants to charge an extra person fee on Marriott.com but chooses not to do so via Orbitz or Hotels.com but the daily rate is the same then there is no valid claim.
So, the net effect is the same booking, for the same room, with the same cancellation terms is $500 more for my stay on Marriott.com vs Orbits or Hotels.com because the property can charge a fee on Marriott.com and not charge it elsewhere.
Nonsensical.
So, the net effect is the same booking, for the same room, with the same cancellation terms is $500 more for my stay on Marriott.com vs Orbits or Hotels.com because the property can charge a fee on Marriott.com and not charge it elsewhere.
Nonsensical.
Oct 15, 2018, 2:15 pm
#154
Join Date: Apr 2006
Posts: 889
Look No Futher Denied
I submitted a LNF claim yesterday because the rate I got three different rates for the same room for the same dates. The most expensive was via Marriott's phone res center. The Marriott website showed a bit less. Orbitz was substantially less.
Today I get an email denying the LNF because I didn't book the least expensive rate at the hotel. I'm confused. The rules say lowest available rate for the same room. The hotel I booked charges a different rate for rooms with two beds. The Marriott rep is trying to claim that this means the LNF guarantee doesn't apply.
So I tried calling Marriott. So far 45 minutes on hold for customer service and still waiting.
Does anyone have any suggestions? Am I reading the LNF rules correctly?
"With the Look No Further® Best Rate Guarantee, you can rest easy knowing that the rate you find on any official Marriott reservation channel (Marriott.com, SPG.com, Marriott App, SPG App, Customer Engagement Centers, or directly with a hotel) is the lowest available rate for this room and rate type anywhere online. If you find a lower rate for the same room, let us know by submitting a claim form"
Today I get an email denying the LNF because I didn't book the least expensive rate at the hotel. I'm confused. The rules say lowest available rate for the same room. The hotel I booked charges a different rate for rooms with two beds. The Marriott rep is trying to claim that this means the LNF guarantee doesn't apply.
So I tried calling Marriott. So far 45 minutes on hold for customer service and still waiting.
Does anyone have any suggestions? Am I reading the LNF rules correctly?
"With the Look No Further® Best Rate Guarantee, you can rest easy knowing that the rate you find on any official Marriott reservation channel (Marriott.com, SPG.com, Marriott App, SPG App, Customer Engagement Centers, or directly with a hotel) is the lowest available rate for this room and rate type anywhere online. If you find a lower rate for the same room, let us know by submitting a claim form"
Oct 15, 2018, 3:16 pm
#155
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,033
https://www.flyertalk.com/forum/marr...thread-11.html
There's a lovely thread about LNF that can answer many of your questions.
There's a lovely thread about LNF that can answer many of your questions.
Oct 15, 2018, 5:12 pm
#156
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.
An agent I have dealt with before initially denied my claim and in the denial email referred to the wrong OTA, so I replied. I then was denied because of a different bed type even though no bed type was confirmed with the OTA site. I called in yesterday and spoke with a St Thomas agent who agreed to have it re-reviewed but, apparently, Marriott replies are not sent to active agents...they sit in the queue for the original agent who was off yesterday. So this afternoon, nearly 3 days later, I was approved at roughly the rate that I expected. Almost as frustrating as Hilton, but at least when the agents answer the phone, most are helpful which I appreciate.
Hotel Name: The Adelaide Hotel, Toronto
Arrival Date: October XX 2018
Departure Date: October XX 2018
Number of Rooms: 1
Number of Guests: 2
Room Type: Standard
Marriott Brand Website Rate: 570 CAD plus taxes/fees
Competing Rate: 321 CAD plus taxes/fees
Actual Approved Rate: 272 CAD plus taxes/fees
LNF Award: 25% and the rate approved was higher due to a discount on the OTA that was not accepted, which I fully expected
An agent I have dealt with before initially denied my claim and in the denial email referred to the wrong OTA, so I replied. I then was denied because of a different bed type even though no bed type was confirmed with the OTA site. I called in yesterday and spoke with a St Thomas agent who agreed to have it re-reviewed but, apparently, Marriott replies are not sent to active agents...they sit in the queue for the original agent who was off yesterday. So this afternoon, nearly 3 days later, I was approved at roughly the rate that I expected. Almost as frustrating as Hilton, but at least when the agents answer the phone, most are helpful which I appreciate.
Hotel Name: The Adelaide Hotel, Toronto
Arrival Date: October XX 2018
Departure Date: October XX 2018
Number of Rooms: 1
Number of Guests: 2
Room Type: Standard
Marriott Brand Website Rate: 570 CAD plus taxes/fees
Competing Rate: 321 CAD plus taxes/fees
Actual Approved Rate: 272 CAD plus taxes/fees
LNF Award: 25% and the rate approved was higher due to a discount on the OTA that was not accepted, which I fully expected
Oct 16, 2018, 3:53 am
#157
Join Date: Feb 2012
Location: The place where it gets so hot in the summer some planes can't take off.
Programs: Marriott LT Titanium, WoH Globalist, National EE, United Platinum
Posts: 1,446
Just had a LNF denial based on "not choosing the lowest rate". The lower rate they referenced had a 7 day cancellation policy, the rate I booked on marriott.com had a 2 day cancellation policy, and the comparison site had 1 day.
I ended up calling in and got right through to a LNF rep. This rep was fantastic and actually provided the exact wordage to use in my LNF email reply and told me if my rate was again denied to reply back and ask for escalation to a supervisor. Guess I'll see what happens, but have to compliment the person I spoke to on the phone who gave me guidance on how to handle this.
I ended up calling in and got right through to a LNF rep. This rep was fantastic and actually provided the exact wordage to use in my LNF email reply and told me if my rate was again denied to reply back and ask for escalation to a supervisor. Guess I'll see what happens, but have to compliment the person I spoke to on the phone who gave me guidance on how to handle this.
Oct 16, 2018, 9:29 am
#158
Join Date: Jun 2015
Location: LON
Programs: FB Gold, SPG Plat
Posts: 110
Hotel Name: Marriott Brussels Grand Place
Arrival date: October XX 2018
Length of the stay: 6 nights
Marriott.com rate: 360 EUR per night (flexible, Family suite). No other room types available
Competing rate: 160 EUR per night (nonref, deluxe double room)
Outcome: denied with response "booked room type not available on competing website".
I definitely remember that in SPG when the room type was not available on official channel, but available via third-party, one could still get BRG approved. Is it no longer the case?
Arrival date: October XX 2018
Length of the stay: 6 nights
Marriott.com rate: 360 EUR per night (flexible, Family suite). No other room types available
Competing rate: 160 EUR per night (nonref, deluxe double room)
Outcome: denied with response "booked room type not available on competing website".
I definitely remember that in SPG when the room type was not available on official channel, but available via third-party, one could still get BRG approved. Is it no longer the case?
Oct 16, 2018, 12:33 pm
#160
Join Date: Apr 2006
Posts: 889
For anyone booking a Design hotel note that hidden under "verification process" is the following language....
For claims submitted against Design Hotels Partner Hotels, it must be a currently available published room rate available online or on a mobile application for the same Design Hotels Partner Hotel and the same dates that is lower than the lowest rate available on the Marriott channel, regardless any other factors including the number of guests, room type, view, room size or amenities.
This is different that what Marriott touts in big letters (same room type) and means the guarantee only applies to the lowest category of rooms.
Be aware.
For claims submitted against Design Hotels Partner Hotels, it must be a currently available published room rate available online or on a mobile application for the same Design Hotels Partner Hotel and the same dates that is lower than the lowest rate available on the Marriott channel, regardless any other factors including the number of guests, room type, view, room size or amenities.
This is different that what Marriott touts in big letters (same room type) and means the guarantee only applies to the lowest category of rooms.
Be aware.
Oct 16, 2018, 3:43 pm
#161
Join Date: Feb 2012
Location: The place where it gets so hot in the summer some planes can't take off.
Programs: Marriott LT Titanium, WoH Globalist, National EE, United Platinum
Posts: 1,446
Just had a LNF denial based on "not choosing the lowest rate". The lower rate they referenced had a 7 day cancellation policy, the rate I booked on marriott.com had a 2 day cancellation policy, and the comparison site had 1 day.
I ended up calling in and got right through to a LNF rep. This rep was fantastic and actually provided the exact wordage to use in my LNF email reply and told me if my rate was again denied to reply back and ask for escalation to a supervisor. Guess I'll see what happens, but have to compliment the person I spoke to on the phone who gave me guidance on how to handle this.
I ended up calling in and got right through to a LNF rep. This rep was fantastic and actually provided the exact wordage to use in my LNF email reply and told me if my rate was again denied to reply back and ask for escalation to a supervisor. Guess I'll see what happens, but have to compliment the person I spoke to on the phone who gave me guidance on how to handle this.
Good experience turned bad. The person who denied my case was forwarded my email reply and close the case again without replying to me....Had to call in again to get it reopened....
Oct 16, 2018, 5:20 pm
#162
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,451
Oct 16, 2018, 7:18 pm
#163
Join Date: Feb 2012
Location: The place where it gets so hot in the summer some planes can't take off.
Programs: Marriott LT Titanium, WoH Globalist, National EE, United Platinum
Posts: 1,446
Shenanigans continue...
Booked Hotel Republic San Diego for 4 nights/$159 night. 2 day cancellation period.
Claim rate Hotels.com 4 nights/$122 night 1 day cancellation period.
Denied due to not booking lowest rate ($118/night that included a 7 day cancellation period)
Resubmitted stating that lower rate had more restrictive cancellation. LNF desk has now changed my reservation without my approval to the $118/night rate and contacted the hotel to provide me a 2 night cancellation guarantee rather than the 7 day cancellation that came with $118 rate. The hotels.com rate had a 1 day cancellation period.
It appears they are doing anything and everything they can to not honor the LNF guarantee. I was told because I did not book the lowest rate that allows for cancellation I am not eligible for a LNF claim. I asked for a supervisor and was told I could not be transferred to one. Apparently even if terms aremore favorable for the comparison rate vs rate booked they will deny it.
Booked Hotel Republic San Diego for 4 nights/$159 night. 2 day cancellation period.
Claim rate Hotels.com 4 nights/$122 night 1 day cancellation period.
Denied due to not booking lowest rate ($118/night that included a 7 day cancellation period)
Resubmitted stating that lower rate had more restrictive cancellation. LNF desk has now changed my reservation without my approval to the $118/night rate and contacted the hotel to provide me a 2 night cancellation guarantee rather than the 7 day cancellation that came with $118 rate. The hotels.com rate had a 1 day cancellation period.
It appears they are doing anything and everything they can to not honor the LNF guarantee. I was told because I did not book the lowest rate that allows for cancellation I am not eligible for a LNF claim. I asked for a supervisor and was told I could not be transferred to one. Apparently even if terms aremore favorable for the comparison rate vs rate booked they will deny it.
Last edited by bigshooter; Oct 16, 2018 at 8:12 pm
Oct 16, 2018, 10:40 pm
#164
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,173
Shenanigans continue...
Booked Hotel Republic San Diego for 4 nights/$159 night. 2 day cancellation period.
Claim rate Hotels.com 4 nights/$122 night 1 day cancellation period.
Denied due to not booking lowest rate ($118/night that included a 7 day cancellation period)
Resubmitted stating that lower rate had more restrictive cancellation. LNF desk has now changed my reservation without my approval to the $118/night rate and contacted the hotel to provide me a 2 night cancellation guarantee rather than the 7 day cancellation that came with $118 rate. The hotels.com rate had a 1 day cancellation period.
It appears they are doing anything and everything they can to not honor the LNF guarantee. I was told because I did not book the lowest rate that allows for cancellation I am not eligible for a LNF claim. I asked for a supervisor and was told I could not be transferred to one. Apparently even if terms aremore favorable for the comparison rate vs rate booked they will deny it.
Booked Hotel Republic San Diego for 4 nights/$159 night. 2 day cancellation period.
Claim rate Hotels.com 4 nights/$122 night 1 day cancellation period.
Denied due to not booking lowest rate ($118/night that included a 7 day cancellation period)
Resubmitted stating that lower rate had more restrictive cancellation. LNF desk has now changed my reservation without my approval to the $118/night rate and contacted the hotel to provide me a 2 night cancellation guarantee rather than the 7 day cancellation that came with $118 rate. The hotels.com rate had a 1 day cancellation period.
It appears they are doing anything and everything they can to not honor the LNF guarantee. I was told because I did not book the lowest rate that allows for cancellation I am not eligible for a LNF claim. I asked for a supervisor and was told I could not be transferred to one. Apparently even if terms aremore favorable for the comparison rate vs rate booked they will deny it.
Oct 17, 2018, 12:08 am
#165
Join Date: Feb 2012
Location: The place where it gets so hot in the summer some planes can't take off.
Programs: Marriott LT Titanium, WoH Globalist, National EE, United Platinum
Posts: 1,446
You can’t have it both ways. If cancellation terms are less favourable on competing site, in my experience, they have still accepted the claims as they are just comparing flexible vs flexible. Therefore, it makes sense to book (and compare) lowest flexible rate. If you insist on exact comparison on flexible cancellation terms, it’ll work against us in most cases if they apply the same when the shoe is on the other foot.
I guess I could submit a reservation without adding my MR account and then have them put the number in at check-in?