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 25, 2018, 12:08 pm
#91
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
I've never submitted a claim before but when Hotels.com had the Sheraton in Niagara Falls, New York, for $28 cheaper per night I decided to submit a claim. I also emailed screenshots. I choose 25% off the matching rate.
Sep 25, 2018, 12:39 pm
#92
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
Just got a 2 night stay approved at the JW Marriott in DC. But it went south from there.
First, somehow the LNF agent changed the dates when she changed the rate. So had to call and get the LNF agents to restore the correct dates.
Second, when they changed from the prepaid rate to LNF, it made the rate flexible. Normally this is a good thing but wanted rate to be prepaid because of $60 off $300 AMEX promo for legacy Marriott family properties which ends 10-25 and my stay is several weeks later. Not calling back over this, going to quit while I'm ahead.
First, somehow the LNF agent changed the dates when she changed the rate. So had to call and get the LNF agents to restore the correct dates.
Second, when they changed from the prepaid rate to LNF, it made the rate flexible. Normally this is a good thing but wanted rate to be prepaid because of $60 off $300 AMEX promo for legacy Marriott family properties which ends 10-25 and my stay is several weeks later. Not calling back over this, going to quit while I'm ahead.
Sep 25, 2018, 1:33 pm
#93
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,476
That's what the property set as LNF rate plan cancellation term. Calling LNF back would not have helped. You can try calling property direct to see if they can pre-charge you for flexible rate. Note some properties don't charge you until you arrive even for prepaid rates.
Sep 25, 2018, 3:41 pm
#94
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Dear Mr. [Redacted],
Thank you for your interest in our Best Rate Guarantee Program. I welcome this opportunity to assist you.
Our terms and conditions have been updated and we have changed the way we process claims. We will now compare the room type, amenities, deposit and cancellation policies on the competing website which match the one you booked on your reservation. For more information, please refer to our published Terms and Conditions.
Congratulations! I have reviewed your claim and I am happy to inform you it is approved. The confirmation number for your reservation will remain the same, as well as the cancellation policy under which you originally booked. Please present this e-mail upon arrival at the hotel. Here are the approved details our hotel colleagues will update for you prior to check in:
Guest Name: [Redacted]
Confirmation #: [Redacted]
Hotel Name: Sheraton Niagara Falls
Arrival Date: [Redacted]
Departure Date: [Redacted]
Room Type: 1 Traditional Room with 2 adults
Actual confirmed rate: $85.44 USD ($113.92 less 25%) plus taxes and resort fees per night
Claim reference number: [redacted]
If you have any questions regarding your Best Rate Guarantee claim or if you have any issues with the rate charged at check out, please contact us at [email protected] within 15 days of departure.
Mr. [Redacted], we look forward to your visit to the Sheraton Niagara Falls and wish you an enjoyable stay with us.
Best regards,
[Redacted]
Best Rate Guarantee
Marriott International
Thank you for your interest in our Best Rate Guarantee Program. I welcome this opportunity to assist you.
Our terms and conditions have been updated and we have changed the way we process claims. We will now compare the room type, amenities, deposit and cancellation policies on the competing website which match the one you booked on your reservation. For more information, please refer to our published Terms and Conditions.
Congratulations! I have reviewed your claim and I am happy to inform you it is approved. The confirmation number for your reservation will remain the same, as well as the cancellation policy under which you originally booked. Please present this e-mail upon arrival at the hotel. Here are the approved details our hotel colleagues will update for you prior to check in:
Guest Name: [Redacted]
Confirmation #: [Redacted]
Hotel Name: Sheraton Niagara Falls
Arrival Date: [Redacted]
Departure Date: [Redacted]
Room Type: 1 Traditional Room with 2 adults
Actual confirmed rate: $85.44 USD ($113.92 less 25%) plus taxes and resort fees per night
Claim reference number: [redacted]
If you have any questions regarding your Best Rate Guarantee claim or if you have any issues with the rate charged at check out, please contact us at [email protected] within 15 days of departure.
Mr. [Redacted], we look forward to your visit to the Sheraton Niagara Falls and wish you an enjoyable stay with us.
Best regards,
[Redacted]
Best Rate Guarantee
Marriott International
Sep 25, 2018, 5:29 pm
#95
formerly leemaj
Join Date: Jul 2004
Location: California
Programs: Bonvoy Titanium and LTP, Hyatt Globalist, UA Gold, SW Companion Pass
Posts: 217
Sep 25, 2018, 6:15 pm
#96
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Sep 25, 2018, 6:21 pm
#97
Join Date: Feb 2013
Posts: 1,815
Don’t know why, but different devices sometimes show different rates.
Once when my claim was denied I wanted to respond back and checked to verify rate on my husband’s android phone. That rate was way off from the rate showing on my iPhone.
Once when my claim was denied I wanted to respond back and checked to verify rate on my husband’s android phone. That rate was way off from the rate showing on my iPhone.
Sep 25, 2018, 11:19 pm
#98
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
Presumably the IPhone rate was more expensive, because Apple owners have more money to waste?
Sep 26, 2018, 5:48 am
#99
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
I submitted a valid claim to a legacy SPG property. After I did not receive an answer for over a day I chased as the stay was soon. Still no answer. I had the stay (at the full rate). When back I chased again. After a few days I received an email saying
Isn't this a bit much? The email is dated ***21*** days after the original claim. I have replied asking they honor the original claim retrospectively but not holding my breath. Has this happened to anyone else?
Dear [Redacted]
Thank you for your interest in the Best Rate Guarantee program. It is my pleasure to assist one of our loyal SPG Platinum members today.Firstly, I would like to apologize that we were not able to reply quicker to your BRG claim. As the check out date is passed we are not able to process the claim anymore.
I do hope that you had a wonderful stay at [Redacted] and if you have any future BRG Claims we will be happy to assist you.[Redcated], thank you for reaching out to us today and if you have any other questions please do not hesitate to contact me back. Best Regards,
[Redacted]
Associate, Best Rate GuaranteeStarwood Hotels & Resorts Worldwide, LLC
Thank you for your interest in the Best Rate Guarantee program. It is my pleasure to assist one of our loyal SPG Platinum members today.Firstly, I would like to apologize that we were not able to reply quicker to your BRG claim. As the check out date is passed we are not able to process the claim anymore.
I do hope that you had a wonderful stay at [Redacted] and if you have any future BRG Claims we will be happy to assist you.[Redcated], thank you for reaching out to us today and if you have any other questions please do not hesitate to contact me back. Best Regards,
[Redacted]
Associate, Best Rate GuaranteeStarwood Hotels & Resorts Worldwide, LLC
Isn't this a bit much? The email is dated ***21*** days after the original claim. I have replied asking they honor the original claim retrospectively but not holding my breath. Has this happened to anyone else?
Sep 26, 2018, 6:04 am
#100
Join Date: Feb 2013
Posts: 1,815
I submitted a valid claim to a legacy SPG property. After I did not receive an answer for over a day I chased as the stay was soon. Still no answer. I had the stay (at the full rate). When back I chased again. After a few days I received an email saying
Isn't this a bit much? The email is dated ***21*** days after the original claim. I have replied asking they honor the original claim retrospectively but not holding my breath. Has this happened to anyone else?
Isn't this a bit much? The email is dated ***21*** days after the original claim. I have replied asking they honor the original claim retrospectively but not holding my breath. Has this happened to anyone else?
No.
And pursue this as they did not answer within 24 hours as per their terms.
Keep us posted. Good luck.
Sep 26, 2018, 7:10 am
#101
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
Can you clarify what happened when you called them? Did they say they would process immediately?
Sep 26, 2018, 7:42 am
#102
Join Date: Aug 2018
Posts: 902
I submitted a valid claim to a legacy SPG property. After I did not receive an answer for over a day I chased as the stay was soon. Still no answer. I had the stay (at the full rate). When back I chased again. After a few days I received an email saying
Isn't this a bit much? The email is dated ***21*** days after the original claim. I have replied asking they honor the original claim retrospectively but not holding my breath. Has this happened to anyone else?
Isn't this a bit much? The email is dated ***21*** days after the original claim. I have replied asking they honor the original claim retrospectively but not holding my breath. Has this happened to anyone else?
It’s evident your claim got lost in some IT glitch. There’s no way to validate your retroactively and I don’t believe they should honor a claim that might very well be meritless to begin with.
They should however compensate you with some goodwill points for not allowing your claim to be duly processed.
Sep 26, 2018, 7:59 am
#103
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
Sep 26, 2018, 8:04 am
#104
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
I’ve had claims taking 7 - 10 days to get processed before, especially when they’re sent to the language desks. But never anywhere near 21 days.
It’s evident your claim got lost in some IT glitch. There’s no way to validate your retroactively and I don’t believe they should honor a claim that might very well be meritless to begin with.
They should however compensate you with some goodwill points for not allowing your claim to be duly processed.
It’s evident your claim got lost in some IT glitch. There’s no way to validate your retroactively and I don’t believe they should honor a claim that might very well be meritless to begin with.
They should however compensate you with some goodwill points for not allowing your claim to be duly processed.
What I know is that a LNF guarantee is offered. I submitted a valid claim in good faith. The claim was not attended to for 3 weeks until well past the stay at which point it was rejected. I struggle how to reconcile the word "guarantee" with these events.
Sep 26, 2018, 9:54 pm
#105
Join Date: Mar 2015
Location: YVR
Posts: 1,076
New to LNF game, but made some BRGs back in the day.
Is LNF able to handle the situation where 3rd party website shows a room category being available that's not bookable on Marriott.com?
Is LNF able to handle the situation where 3rd party website shows a room category being available that's not bookable on Marriott.com?