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
#841
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: 13,029
I don't believe for a second that OTAs pay the cost of BRGs. The power balance is totally in favour of the OTAs in general, with their 50+% market share for hotel rooms and 20+% commissions. Any serious dent to their bottom lines from BRG fines would see them pull the branded chains, and simply sell the thousands of independent hotels. Most brand-sensitive guests are booking direct anyhow...
If Marriott (or the other chains FWIW) aren't paying the cost of BRGs, then they would simply approve most claims. They don't.
#842
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: 18,886
Fair enough. I asked my original question (that the "established" post was a response to) genuinely not knowing. Would welcome other informed responses.
In this scenario it would only be a serious dent to their bottom line if they routinely undercut the chains' own pricing, which AIUI (or at least, also in the same scenario) contractually they aren't supposed to do.
*If* it's true that the cost is borne by the OTA, the individual agents still may not realize that and may be acting out of a belief they are defending the company somehow by being zealous.
I'd also be wary of extrapolating from a personal success rate or even the FT success rate (which surely has reporting bias in the statistical sense) to the overall success rate.
I don't believe for a second that OTAs pay the cost of BRGs. The power balance is totally in favour of the OTAs in general, with their 50+% market share for hotel rooms and 20+% commissions. Any serious dent to their bottom lines from BRG fines would see them pull the branded chains, and simply sell the thousands of independent hotels. Most brand-sensitive guests are booking direct anyhow...
I'd also be wary of extrapolating from a personal success rate or even the FT success rate (which surely has reporting bias in the statistical sense) to the overall success rate.
#843
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
#844
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: 18,886
I've forgotten whatever it was that may make that poster an unreliable source... regardless, while I concede that would have a bearing on how (un)eager Marriott may be to approve BRGs in general, the fact still remains that they already have direct access to the complete dataset of BRGs attempted and approved and don't need to monitor random-sampled FT experiences for the purpose of data-mining (they could certainly have other reasons)
#845
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
You can't search each night separately. You have to search both together. If the lower rate doesn't show when you search the consecutive nights together, tough.
I'm not saying I agree with it. I like how SPG did it, when once a claim it was approved, it wasn't "looked at" again if another consecutive BRG is filed.
Marriott does it differently. The agent probably just had enough back and forth and just approved it, which is probably why you didn't even get a final approval reply to your exchange (they didn't want you to reply any further).
Under SPG, each approved BRG (regardless of whether the stay was consumed) cost the property $25 plus the cost of the points, or the discounted rate plus an additional 25% off.
I'm guessing Marriott does it similarly. Charging properties, albeit the exact numbers I'm not certain of. No way they could even get OTAs to pay, because OTAs aren't the ones with any contractual guarantee of not having a lower price than Marriott.
Marriott has such a guarantee for consumers and enforces it upon properties to ensure they are checking the market and offering the lowest rate available.
#846
Join Date: May 2019
Posts: 41
Technically, your math doesn't meet their rules.
You can't search each night separately. You have to search both together. If the lower rate doesn't show when you search the consecutive nights together, tough.
I'm not saying I agree with it. I like how SPG did it, when once a claim it was approved, it wasn't "looked at" again if another consecutive BRG is filed.
Marriott does it differently. The agent probably just had enough back and forth and just approved it, which is probably why you didn't even get a final approval reply to your exchange (they didn't want you to reply any further).
The OTAs definitely don't pay it. It's the job of the hotel's Revenue Manager to make sure the Marriott branded sites are the cheapest.
Under SPG, each approved BRG (regardless of whether the stay was consumed) cost the property $25 plus the cost of the points, or the discounted rate plus an additional 25% off.
I'm guessing Marriott does it similarly. Charging properties, albeit the exact numbers I'm not certain of. No way they could even get OTAs to pay, because OTAs aren't the ones with any contractual guarantee of not having a lower price than Marriott.
Marriott has such a guarantee for consumers and enforces it upon properties to ensure they are checking the market and offering the lowest rate available.
You can't search each night separately. You have to search both together. If the lower rate doesn't show when you search the consecutive nights together, tough.
I'm not saying I agree with it. I like how SPG did it, when once a claim it was approved, it wasn't "looked at" again if another consecutive BRG is filed.
Marriott does it differently. The agent probably just had enough back and forth and just approved it, which is probably why you didn't even get a final approval reply to your exchange (they didn't want you to reply any further).
The OTAs definitely don't pay it. It's the job of the hotel's Revenue Manager to make sure the Marriott branded sites are the cheapest.
Under SPG, each approved BRG (regardless of whether the stay was consumed) cost the property $25 plus the cost of the points, or the discounted rate plus an additional 25% off.
I'm guessing Marriott does it similarly. Charging properties, albeit the exact numbers I'm not certain of. No way they could even get OTAs to pay, because OTAs aren't the ones with any contractual guarantee of not having a lower price than Marriott.
Marriott has such a guarantee for consumers and enforces it upon properties to ensure they are checking the market and offering the lowest rate available.
#847
Join Date: Nov 2008
Location: EDUU
Programs: Marriott Titanium Elite, HH Diamond, PC Plat Amb, BA EC Gold, Asiana Diamond, TK Elite
Posts: 193
The agent was saying in his emails that he could find that a single night was lower, but not both nights together. Which was not correct! As it was on the Marriott and the competing website just twice the price of a single night.
That's what I pointed out to him.
I don't think that the hotel would be pleased, if a claim just gets approved, because a agent didn't want to reply any further. Especially, if the agent is correct in his denial of the claim. Because from what I am told by a couple of hotels, every approved claim is quite expensive for the hotel.
#849
Join Date: Aug 2018
Posts: 902
I've forgotten whatever it was that may make that poster an unreliable source... regardless, while I concede that would have a bearing on how (un)eager Marriott may be to approve BRGs in general, the fact still remains that they already have direct access to the complete dataset of BRGs attempted and approved and don't need to monitor random-sampled FT experiences for the purpose of data-mining (they could certainly have other reasons)
yes, I would also like to know what makes the poster unreliable... it’s just that some people have a really hard time dealing with people with different opinions than their own. without the ability to reason, the only argument they can resort to is insult and name-calling. it’s just sad and i really feel sorry for someone like that
Last edited by MePlatPremier; Jun 6, 2019 at 1:58 pm
#850
Join Date: Aug 2018
Posts: 902
while it is generally true that one post doesn’t prove that something has been established, there actually are posters on this forum that are knowledgeable about what they post, whereas others know nothing about what they talk about and just can’t refrain themselves from speaking gibberish.Check clause 6.2 F of the Marriott Wholesaler Program’s T&Cs on https://marriottwholesalers.com/termscondition
#851
Join Date: Jun 2007
Location: YVR SFO
Programs: UA G
Posts: 4,866
I'm trying to do a LNF for a non-standard room type (room has its own pool). Marriott only offers a rate for that room type for the room alone. OTA offers that specific room type plus breakfast and dinner included. Both are refundable rates with the same cxl policies. LNF denied because it's not the same rate type (as in, one has breakfast+dinner and the other has nothing). How do I get Marriott to match the Breakfast + Dinner offering such that I can book through them and LNF?
#852
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
I'm trying to do a LNF for a non-standard room type (room has its own pool). Marriott only offers a rate for that room type for the room alone. OTA offers that specific room type plus breakfast and dinner included. Both are refundable rates with the same cxl policies. LNF denied because it's not the same rate type (as in, one has breakfast+dinner and the other has nothing). How do I get Marriott to match the Breakfast + Dinner offering such that I can book through them and LNF?
#853
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,934
Does it at all help to actually make the rez on the third party booking site for the same room? I can do that since it's refundable.
Also, how long is the typical wait time after a claim is submitted? Do you all call after submitting or just wait for email?
Related question: do the rates at OTA ever seem to go up as a RESULT of a claim?
Also, how long is the typical wait time after a claim is submitted? Do you all call after submitting or just wait for email?
Related question: do the rates at OTA ever seem to go up as a RESULT of a claim?
Last edited by Stgermainparis; Jun 8, 2019 at 7:14 pm
#854
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
while it is generally true that one post doesn’t prove that something has been established, there actually are posters on this forum that are knowledgeable about what they post, whereas others know nothing about what they talk about and just can’t refrain themselves from speaking gibberish.Check clause 6.2 F of the Marriott Wholesaler Program’s T&Cs on https://marriottwholesalers.com/termscondition
So yes, in that restricted unpacked “package holiday” situation the TA could end up on the hook for LNF claims but I’ve never made a claim by stripping down a package, I doubt many here have. This doesn’t prove that OTAs are on the hook for the costs of all successful LNF/BRG claims, very, very far from it...
#855
Join Date: Aug 2018
Posts: 902
Context is everything. Whilst what you say is true, that element of the contract indemnifying Marriott for LNF claims only applies to “dynamic packages” utilising “unpublished rates” where the contract stipulates that the package must be sold as a whole (ie flights and hotel; hotel and tours; hotel and car hire) where the price of the hotel room portion must “at no time be visible, apparent or known” to the end-customer.So yes, in that restricted unpacked “package holiday” situation the TA could end up on the hook for LNF claims but I’ve never made a claim by stripping down a package, I doubt many here have. This doesn’t prove that OTAs are on the hook for the costs of all successful LNF/BRG claims, very, very far from it...
Last edited by MePlatPremier; Jun 9, 2019 at 5:36 am