Funny reply from LNF
Feb 10, 2012 | 11:52 am
#1
Original Poster
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 12,781
Funny reply from LNF
I have been filing LNFs for my upcoming trip and it seems that the agents are either have too much work load or they don't know what they are doing. They always reply (except 1 occasion which I got a claim with 1 go) saying that the site is not available. Of course I double check when I got the e-mail. Then I replied back saying that the rate is still available......
Today I got a same reply for a claim, then I looked into it and the rate is still available. I wrote back to ask them if they could review the claim, then I got a reply like this:
It's amazing that they think that SFO is outside the US and Canada 
. Has Marriott outplaced their CS to somewhere far away from the US and Canada?
The worst (I have got apart from this) as a reply from LNF is a claim approval for a hotel that I have never booked. Then of course I wrote back that the claim was for another hotel.
Today I got a same reply for a claim, then I looked into it and the rate is still available. I wrote back to ask them if they could review the claim, then I got a reply like this:
Dear Nacho:
Thank you for submitting a claim for Marriott's Look No Further(SM) Best Rate Guarantee. We received a claim from you for the following reservation:
Hotel name: San Francisco Airport Marriott Waterfront
Reservation confirmation number: 1234567
Check-in date: xxxx, 2012
According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, the guarantee does not apply to pre-paid rates that involve a voucher (including electronic vouchers) for a hotel stay outside of the United States and Canada. According to our review, we have determined that a travel voucher will be issued for the accommodations with which your comparison was made. Please refer to the following web address and additional details regarding this procedure:
https://xxxxxxx.xxx/booking/condicionesGenerales
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program.
Thank you for choosing Marriott.
Thank you for submitting a claim for Marriott's Look No Further(SM) Best Rate Guarantee. We received a claim from you for the following reservation:
Hotel name: San Francisco Airport Marriott Waterfront
Reservation confirmation number: 1234567
Check-in date: xxxx, 2012
According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, the guarantee does not apply to pre-paid rates that involve a voucher (including electronic vouchers) for a hotel stay outside of the United States and Canada. According to our review, we have determined that a travel voucher will be issued for the accommodations with which your comparison was made. Please refer to the following web address and additional details regarding this procedure:
https://xxxxxxx.xxx/booking/condicionesGenerales
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program.
Thank you for choosing Marriott.
. Has Marriott outplaced their CS to somewhere far away from the US and Canada?The worst (I have got apart from this) as a reply from LNF is a claim approval for a hotel that I have never booked. Then of course I wrote back that the claim was for another hotel.
Feb 10, 2012 | 12:33 pm
#2
Join Date: Jul 2007
Location: Washington, DC
Posts: 1,463
thats normal dude. I have received those 2-3 times for US based properties. They have a lot of the PMs in overseas territories so they are used to deny LNFs as soon as they see vouchers. Simple human mistake, mail them back that SFO is state-side.
Feb 10, 2012 | 1:14 pm
#3
Join Date: Jul 2001
Programs: Marriott LT Tit; Hyatt Explorist; Hilton CC Gold; IHG CC Plt; Hertz (MR) 5 star
Posts: 5,536
War is God's way of teaching Americans geography.
-Ambrose Bierce, Journalist, 1842-1914.
Maybe we need to start a war with SFO?
Feb 10, 2012 | 1:39 pm
#4
Join Date: Sep 2005
Programs: AA EXP, AAirpass, & CK 2MM, MR Plat Premier, DL Plat, US Plat, UA RECOVERING GS
Posts: 2,620
Feb 10, 2012 | 5:31 pm
#5
Join Date: Jul 2001
Programs: Marriott LT Tit; Hyatt Explorist; Hilton CC Gold; IHG CC Plt; Hertz (MR) 5 star
Posts: 5,536
Feb 10, 2012 | 5:38 pm
#6
Join Date: Aug 2011
Posts: 866
I remember being read the 'passport' rules when buying a ticket from Atlanta to New Mexico.
Feb 11, 2012 | 10:28 am
#7
Join Date: May 1998
Location: Naples FL, Munich DE
Programs: UA MM, AA 2MM, Marriott LT Titanium, Hilton Gold
Posts: 6,817
Unfortunately a lot of people in the travel industry think New Mexico is not in the US.
I used to think that was coming from out-sourced call centers in foreign nations, but no longer.
I used to think that was coming from out-sourced call centers in foreign nations, but no longer.
Feb 13, 2012 | 2:04 am
#9
Original Poster
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 12,781
I used to think that Americans know the US map fairly well (since you can see a US map in classrooms in movie, tv. etc.).
If they couldn't figure out San Francisco is, then I think either 1.they really don't know (hopeless), or 2.they don't bother. Personally I think it's no.2 becuase they didn't even bother calculate the right LNF rate to me (I learnt the lesson now that I have to do the calculation for them).
Of course it could also be that they don't know if SF is located in the US, and that they can't work out what is 25% off USD 125.
If they couldn't figure out San Francisco is, then I think either 1.they really don't know (hopeless), or 2.they don't bother. Personally I think it's no.2 becuase they didn't even bother calculate the right LNF rate to me (I learnt the lesson now that I have to do the calculation for them).
Of course it could also be that they don't know if SF is located in the US, and that they can't work out what is 25% off USD 125.