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 20, 2018, 5:57 am
#332
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Been about 4-5 months since last time i claimed a BRG and this time I sent away 4 LNF Claims. 3 for Sheraton hotels and 1 for a Marriott Hotell. All of them were responded very fast, one within 2-3 hour and the rest about 5-10 hours in. One claim was denied because I didn't write clearly enough in the instruction box but sent another claim and it was approved. Do you know what's best part of the new LNF-rules? Finally I can use prepayed non refundable rates and have the ability to cancel within 24 hours without penalty if the claim is not approved for some reason, even for Starwood properties. At least this was the case for my Sheraton hotel in HK.
Personally I'm very happy with the LNF-team and how they work at the moment. They are fast and within 24 hours. No more fuss as it was the old SPG team to have another language team check who responded a week later.
Of course I miss the legacy SPG rules with cancellation terms didn't matter but I can live with how it works today and six months back were cancellation needs to match, as long as I can cancel prepaied rates within 24 hours from I made the reservation.
Good job Marriott! My stays are all personal and paid with my own wallet so a good working LNF program is important for me.
Personally I'm very happy with the LNF-team and how they work at the moment. They are fast and within 24 hours. No more fuss as it was the old SPG team to have another language team check who responded a week later.
Of course I miss the legacy SPG rules with cancellation terms didn't matter but I can live with how it works today and six months back were cancellation needs to match, as long as I can cancel prepaied rates within 24 hours from I made the reservation.
Good job Marriott! My stays are all personal and paid with my own wallet so a good working LNF program is important for me.
Dec 20, 2018, 7:25 am
#333
Join Date: Aug 2014
Posts: 3,722
Can I also receive cashback (e.g. eBates or Jewel) on a LNF booking? Maybe getting too greedy here.
Dec 20, 2018, 7:27 am
#334
Join Date: Oct 2017
Programs: ANA,Qantas,asiamiles,Royal Skies,Enrich
Posts: 198
Dec 20, 2018, 10:32 am
#336
Join Date: Aug 2018
Programs: DL Plat, Marriot Plat
Posts: 349
Anyone encounter a scenario where the flexible rate on Marriott is lower than the non-refundable?
Marriott Flex $100
Marriott Non-Flex $120
OTA Non-Flex $90
If cancellation policy doesn't matter to me, can I book the Non-Flex and claim against it? Just don't want to be stuck with it if it's not valid since there isn't a 1 day cancellation in this case.
Marriott Flex $100
Marriott Non-Flex $120
OTA Non-Flex $90
If cancellation policy doesn't matter to me, can I book the Non-Flex and claim against it? Just don't want to be stuck with it if it's not valid since there isn't a 1 day cancellation in this case.
Dec 20, 2018, 10:53 am
#337
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,668
Dec 20, 2018, 3:58 pm
#338
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
Hotel Name: JW Dubai
Arrival Date: Jan 2019
Departure Date: Jan 2019
Number of Rooms: 1
Number of Guests: 2
Room Type: Executive
Marriott Brand Website Rate: 528 per night aed flexible before taxes
Actual Approved Rate: 291 per night aed flexible
Comments: I booked the executive room as the normal rooms were Roomerflex rates that had been previously rejected. The room rate for the Executive was only about 40 aed more than the delux so quite a good deal and still a flexible booking.
I have 9 nights booked for Dubai in January so far now I have found BRGs for 7 of those nights so still have a little time to score one more. Basically 2 night stays and 4 different brands to maximise the Megabonus promo. In the process I think I have so far racked up about 6 rejections compared to the 3 approvals.
Arrival Date: Jan 2019
Departure Date: Jan 2019
Number of Rooms: 1
Number of Guests: 2
Room Type: Executive
Marriott Brand Website Rate: 528 per night aed flexible before taxes
Actual Approved Rate: 291 per night aed flexible
Comments: I booked the executive room as the normal rooms were Roomerflex rates that had been previously rejected. The room rate for the Executive was only about 40 aed more than the delux so quite a good deal and still a flexible booking.
I have 9 nights booked for Dubai in January so far now I have found BRGs for 7 of those nights so still have a little time to score one more. Basically 2 night stays and 4 different brands to maximise the Megabonus promo. In the process I think I have so far racked up about 6 rejections compared to the 3 approvals.
Dec 20, 2018, 11:08 pm
#339
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Just noticed one of my approved LNF claims was added a service charge. I was comparing to a european site with all taxes and fees included.
Word of note, double check your rate and service charge etc on marriott.com. The agent didn't write anything about it either just that the rate was approved.
Word of note, double check your rate and service charge etc on marriott.com. The agent didn't write anything about it either just that the rate was approved.
Dec 20, 2018, 11:19 pm
#340
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 235
Just noticed one of my approved LNF claims was added a service charge. I was comparing to a european site with all taxes and fees included.
Word of note, double check your rate and service charge etc on marriott.com. The agent didn't write anything about it either just that the rate was approved.
Word of note, double check your rate and service charge etc on marriott.com. The agent didn't write anything about it either just that the rate was approved.
in my experience they will get back to you and insist service charge is not included as there is no breakdown.
This has been the case for months already.
Dec 21, 2018, 1:56 am
#341
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
My 3rd party was very clear that all fees were included in their rate so I took a screenshot and attached it in my response. Also wrote that all 3rd party hotel sites from the EU are forced to show a final rate including all fees. Think that made it easier for them to make their decision.
Last edited by joakgarp; Dec 21, 2018 at 2:01 am
Dec 21, 2018, 2:37 am
#342
Join Date: Apr 2009
Posts: 298
Received my response now. They adjusted the rate so that the service charge is included in my final rate so they basically lowered the daily rate and had a lower service charge on marriott.com. They can't remove the service charge completely but they can adjust the daily rate + the service charge = correct final rate.
My 3rd party was very clear that all fees were included in their rate so I took a screenshot and attached it in my response. Also wrote that all 3rd party hotel sites from the EU are forced to show a final rate including all fees. Think that made it easier for them to make their decision.
My 3rd party was very clear that all fees were included in their rate so I took a screenshot and attached it in my response. Also wrote that all 3rd party hotel sites from the EU are forced to show a final rate including all fees. Think that made it easier for them to make their decision.
The LNF team used this as an excuse to treat the comparison rate as a "net" rate and add the full slate of service charges and tax on the comparison rate. It was still cheaper than the Marriott rate but the result doesn't feel right.
The location I applied the LNF for actually has a city tax (approx. 3 USD/night) and Marriott includes this in its tax calculation and I would have been happy if they'd hit me with an additional 3 USD on the comparison rate. But 10% service charge and c. 8% tax on top - outrageous.
Dec 22, 2018, 9:33 am
#343
Join Date: Jul 2003
Location: CA
Programs: AA PLT / MR LTPP 1/1/19 / Hilton Diamond
Posts: 540
My claim was approved by SPG legacy rep, but resort fee was added to base room rate. I called SPG BRG and agent stated resort fee was a "hidden" fee by Travelocity even though line item stated "resort fee". Agent stated even if I was correct, the claim has been processed and there is nothing she could do. After asking for more clarification she hung up on me. I called back and next BRG agent confirmed resort fee was added to base room rate incorrectly and would correct the claim right away. Wow, what a difference in 2 agents.
Dec 22, 2018, 10:19 pm
#344
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,231
Anybody experiences this?
my claims were approved but the adjusted rate were always higher than expect.
they always add taxes and fees on top of the rate shown on competing website which is already included those taxes and fees.
my claims were approved but the adjusted rate were always higher than expect.
they always add taxes and fees on top of the rate shown on competing website which is already included those taxes and fees.
Dec 23, 2018, 2:48 am
#345
Join Date: Feb 2013
Posts: 1,815
Answer the email explaning that the rate on OTA includes taxes and they should adjust accordingly. Give as much detail as possible, state where they could find that it includes taxes, how much taxes are, what correct rate should be, etc.
And of course thank them.