Jan 2, 2022, 2:30 am
Last edit by: Oxon Flyer
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 Bonvoy BRG Best Rate Guarantee : Success, failure & discussion (2022 / 23 -)
Apr 16, 2023, 3:59 am
#271
Join Date: Dec 2012
Location: Zurich
Programs: Aegean Gold, United Mileage Plus Silver, Privilege Club Platinum, Bonvoy Titanium Elite (LTP)
Posts: 118
The Westin Doha Hotel & Spa
Hotel Name:The Westin Doha Hotel & Spa
Date of stay: October 2023
Nights: 1
Room Type:1 King, City View
Marriott Brand Website Rate: 706.60 QAR (app. 175.34 EUR)
Competing Rate: 148.53 EUR (app. 590.56 QAR)
Actual Approved Rate: 445.94 QAR (app. 110.66 EUR)
Fully flexible rate that can be cancelled without penalty until one day prior to arrival.
Turnaround time app. 16 hours.
Date of stay: October 2023
Nights: 1
Room Type:1 King, City View
Marriott Brand Website Rate: 706.60 QAR (app. 175.34 EUR)
Competing Rate: 148.53 EUR (app. 590.56 QAR)
Actual Approved Rate: 445.94 QAR (app. 110.66 EUR)
Fully flexible rate that can be cancelled without penalty until one day prior to arrival.
Turnaround time app. 16 hours.
Apr 17, 2023, 4:03 pm
#272
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
That happened to me, very similar situation, my claim was rejected for obviously bogus reasons, tax not being included when the website clearly says it is. Someone earlier suggested to cancel the booking, make a new one and resubmit. I did that, and my new claim was rejected accusing me of fraud, trying to manipulate BRG and whatnot. The same reply to my further claims so I simply stayed elsewhere. Just a heads-up that cancelling and resubmitting seems risky now.
Apr 18, 2023, 10:24 am
#273
Join Date: Dec 2012
Location: Zurich
Programs: Aegean Gold, United Mileage Plus Silver, Privilege Club Platinum, Bonvoy Titanium Elite (LTP)
Posts: 118
I got the below message today from a hotel for which I did a BRG claim.
This is somewhat interesting as it appears as the hotel thought/thinks, I can just book a lower rate.
Also, why do they think it is an issue that needs to be communicated to me?
"Good Morning,
Thank you for bringing the rate issue to our attention.
I did see that you cancelled your previous bookings and booked under the lower rate.
I will certainly bring this to our Revenue leaders' attention.
Kind Regards"
This is somewhat interesting as it appears as the hotel thought/thinks, I can just book a lower rate.
Also, why do they think it is an issue that needs to be communicated to me?
"Good Morning,
Thank you for bringing the rate issue to our attention.
I did see that you cancelled your previous bookings and booked under the lower rate.
I will certainly bring this to our Revenue leaders' attention.
Kind Regards"
Apr 18, 2023, 1:12 pm
#274
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
I got the below message today from a hotel for which I did a BRG claim.
This is somewhat interesting as it appears as the hotel thought/thinks, I can just book a lower rate.
Also, why do they think it is an issue that needs to be communicated to me?
"Good Morning,
Thank you for bringing the rate issue to our attention.
I did see that you cancelled your previous bookings and booked under the lower rate.
I will certainly bring this to our Revenue leaders' attention.
Kind Regards"
This is somewhat interesting as it appears as the hotel thought/thinks, I can just book a lower rate.
Also, why do they think it is an issue that needs to be communicated to me?
"Good Morning,
Thank you for bringing the rate issue to our attention.
I did see that you cancelled your previous bookings and booked under the lower rate.
I will certainly bring this to our Revenue leaders' attention.
Kind Regards"
Apr 18, 2023, 10:17 pm
#275
Join Date: Dec 2006
Programs: IHG Amb, MR Plat, FB Silver
Posts: 138
I haven't submitted any claims since. That's quite a strategy for Marriott, accusing customers of fraud for Marriott's own faults. I cancelled bookings and resubmitted multiple times because agents are plain wrong about math and taxes (and stubborn about that) or repeatedly "can't find rate", or just don't reply to my emails. So the only way was to cancel booking and submit new one again in hopes to get a competent agent. Apparently trying to get BRG to work as advertised in now "manipulation".
May 28, 2023, 5:12 am
#276
Join Date: Jul 2015
Posts: 25
Westin Fort Lauderdale Beach Resort
Hotel Name:The Westin Fort Lauderdale Beach
Date of stay: February 23-25
Nights: 2
Room Type:1 King, City View
Marriott Brand Website Rate: 1044.05 USD
Competing Rate: 385.85 USD
Actual Approved Rate: 289.38 USD
Full Flexible Rate.
Turn around time approximately 6 hours. I was pleasantly surprised/shocked by this one.
Date of stay: February 23-25
Nights: 2
Room Type:1 King, City View
Marriott Brand Website Rate: 1044.05 USD
Competing Rate: 385.85 USD
Actual Approved Rate: 289.38 USD
Full Flexible Rate.
Turn around time approximately 6 hours. I was pleasantly surprised/shocked by this one.
May 28, 2023, 5:26 am
#277
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,226
Hotel Name: Myconian Kyma, a Member of Design Hotels™
Date of stay: Sat, Jun 10, 2023 – Tue, Jun 13, 2023
Number of Guests: two
Room Type: Apollon Deluxe Garden View Room
Marriott Brand Website Rate: Marriott did not offer this room category and only offered a Nissos, Junior Suite for 688 Euros
Competing Rate: 319 EUR inclusive of VAT
Actual Approved Rate: 255.44 EUR inclusive of VAT
Breakfast is included on the third-party site and Marriott honored that as well
Date of stay: Sat, Jun 10, 2023 – Tue, Jun 13, 2023
Number of Guests: two
Room Type: Apollon Deluxe Garden View Room
Marriott Brand Website Rate: Marriott did not offer this room category and only offered a Nissos, Junior Suite for 688 Euros
Competing Rate: 319 EUR inclusive of VAT
Actual Approved Rate: 255.44 EUR inclusive of VAT
Breakfast is included on the third-party site and Marriott honored that as well
May 28, 2023, 6:24 am
#278
Join Date: Apr 2021
Posts: 13
Bankside London autograph collection
Hotel Name: Bankside London autograph collection
Date of stay: June 2023
Nights: 2
Room Type:1 King
Marriott Brand Website Rate: 507 USD
Competing Rate: 486 USD
Actual Approved Rate: 297 GBP
Esky.com is where I found it
Date of stay: June 2023
Nights: 2
Room Type:1 King
Marriott Brand Website Rate: 507 USD
Competing Rate: 486 USD
Actual Approved Rate: 297 GBP
Esky.com is where I found it
May 28, 2023, 7:06 am
#280
Join Date: Jul 2015
Posts: 25
Hotel Name: Myconian Kyma, a Member of Design Hotels™
Date of stay: Sat, Jun 10, 2023 – Tue, Jun 13, 2023
Number of Guests: two
Room Type: Apollon Deluxe Garden View Room
Marriott Brand Website Rate: Marriott did not offer this room category and only offered a Nissos, Junior Suite for 688 Euros
Competing Rate: 319 EUR inclusive of VAT
Actual Approved Rate: 255.44 EUR inclusive of VAT
Breakfast is included on the third-party site and Marriott honored that as well
Date of stay: Sat, Jun 10, 2023 – Tue, Jun 13, 2023
Number of Guests: two
Room Type: Apollon Deluxe Garden View Room
Marriott Brand Website Rate: Marriott did not offer this room category and only offered a Nissos, Junior Suite for 688 Euros
Competing Rate: 319 EUR inclusive of VAT
Actual Approved Rate: 255.44 EUR inclusive of VAT
Breakfast is included on the third-party site and Marriott honored that as well
May 28, 2023, 8:29 am
#281
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,866
So you are confirmed into a room type that was not for sale on the Marriott web site or you are confirmed in a JS? That is somewhat bizarre if the former?
May 28, 2023, 8:37 am
#282
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,226
May 28, 2023, 8:40 am
#283
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,226
My claim was initially rejected but was approved after a bit of back and forth. It was on the basis that the cheapest room on the 3rd party site was cheaper than the cheapest room on the Marriott site.
May 29, 2023, 6:34 am
#284
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
I guess it is for the same type of room - some 3rd party sites use different name. E.g. in a Marriott Suite hotel, they have King Suite and on 3rd party site they have King. When this happens I make a note telling them that there is no regular room in this hotel as it is a all suites hotel.
May 29, 2023, 7:48 am
#285
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,226
I guess it is for the same type of room - some 3rd party sites use different name. E.g. in a Marriott Suite hotel, they have King Suite and on 3rd party site they have King. When this happens I make a note telling them that there is no regular room in this hotel as it is a all suites hotel.