Hello, New to FT so I hope I am posting this in the proper area.

Last fall we booked a Marriott Hotel (booked on their website) in Niagra Falls, and then immediately found a better rate on another site. We followed all procedures for the LNF guarantee, and I was quite shocked at the response we received back from Marriott.

They emailed us back with manufactured reasons why they wouldn't match the price (which they ultimately did), plus they wouldn't give us the 25% discount off the room. We then sent screenshots proving what they were saying was not correct, which started an email disagreement back and forth ( sounded like we were emailing their lawyers, not customer service reps.) We were finally so buried in their paperwork and nonsense that we just walked away from the dispute, which is what we suspected they were hoping we would do.

Even though we walked away, I must say it bothers me to give my business to Marriott, and we have been trying out other brands of hotels for future loyalty.

Has anyone else experienced anything like this? Very disappointed in Marriott!

I'm not clear on what your exact issues were. But the following is a thread with lots of useful information in general about using LNF:

http://www.flyertalk.com/forum/marri...rsion-brg.html

The most common issue that people have is with sites that Marriott classifies as using "vouchers" (for international, not for USA). I'm not clear if this was your Canadian hotel LNF issue or not.

Having filed many LNF/BRG claims with all the chains, hands down Marriott is the best with responding and accepting claims.

Thank you for your reply. It could have been the issue involving the Voucher for Canada, although this issue was never even mentioned. So after reading all the exclusions which sites are safe to use if Hw, PL, and Hotels.com ( I am assuming they paid our stay with a voucher?) are excluded? Is this for domestic stays as well international? Thanks!

I had a claim I filed yesterday. Rate still available. Just got email from Marriott saying Rate is not available (or they can't find it). They ignored Screen Shots of the rate sent to them.

That's how our problem started as well. Frustrating.

They are going to set themselves up for a Class Action Lawsuit if they are intentionally playing games. Not sure any judge/jury would ignore the screen shots like the folks in LNF department seem too. At some point you have to think it is intentional. I rarely submit LNF's as the hassle going back and forth with them is a joke.

They told us the rate was not going to be considered because we got the AAA rate by clicking the button. We assured them this was not the case, sent screen shot, and that is when they just kept sending emails which seemed irrelevant to any issues we were discussing. It was like a filibuster via email! After several lengthy responses back...I was done. If my customer service people handled my customers in this manner my blood would boil! Lol

Any attempt to escalate within MI? If the same person is getting your replies I would not expect them to back down. Get a different set of eyes looking at it may be the only way to break the blockade.

I thought 1 of the T&Cs was they had to see it being available themselves. Screen shots are worthless nowadays with photo-shops all the rage, MR has no way to know 100% that a person didnt photo-shop something unless they themselves can see it = Class Action suit is a lost cause

Ive been there myself where when I booked it was available but by the time the MR rep checked it was gone, them the brakes, and that wasnt only with MR all the chains require their rep to see it online

Point is it is still available now.

If this qualifies as a "disaster" in your world, you must live a pretty charmed life.

Dear xxxx:

Thank you for your additional inquiry regarding Marriott's Look No Further(SM) Best Rate Guarantee.

We have reviewed your claim again for the following:

Hotel: xxxx
Arrival Date: xxxx
Reservation Confirmation Number: xxx

We have reviewed your claim and have made the following modification to your reservation:

Hmm and just like that I now got this email and they accepted the rate match. Odd.

Hello newby. Here, me too, I am also not happy with Marriott's BRG.

My pieces of advice to you:

• Don't botter with Marriott and Hilton and Choice and IHG and Accor!
• Bring your money to honest players, such as SPG, Swiss�tel, independent hotels, Wyndham (and did I forget something)?

I have stayed over 100 nights in Marriott this year and submitted countless LNF claims, and I have never had a problem. I will +1 the comment about Marriott having the easiest and most hassle free LNF out of the lineup - SPG, Hilton, IHG, etc.