Here we go again with yet another example where Marriott LNF does not apply the same T&C when presented with a valid comparison.

I booked The Sao Paulo Renaissance for $288 with no breakfast. I should mention there is a $245 rate that includes breakfast. I found a lower rate of $277.50 for the same room type without breakfast and submitted a claim based on comparing same room type and any/or extra's (breakfast /no breakfast etc..)

My claim was denied because they said I did not book the lowest rate on Marriott ($245 w/breakfast). I explained that I don't need the rate with breakfast because being a platinum I will get lounge access for breakfast.

I also explained that if they are going to use breakfast as leverage to deny my claim, then why do they deny claims when I find a lower rate on a comparison site that includes breakfast but doesn't on Marriott? NO ANSWER.

There have been many times where I have submitted a claim for a hotel with a lower rate but it includes breakfast and Marriott says it's not a valid comparison because rate includes breakfast but the Marriott rate doesn't, so they deny the claim because it's not a valid comparison. Don't see why the reverse is not applied...

I was told that the comparison site rate should be including breakfast and they don't know why it's not. Well I don't give a rats A$$ what they are doing or not, all I know is they are offering a lower rate for the same room type and conditions vs. what Marriott is offering.

Asked to speak to a supervisor... left message waiting to hear back.

Are they for Real!

I'm confused. If there is a $245 rate, a rate lower than what you booked, why didn't you book that rate, regardless of whether it included breakfast or not.

"If the lower hotel rate you found qualifies, Marriott will adjust your reservation to reflect the lower rate and will give you an additional 25% off that rate (subject to the following terms and conditions )."

Because the adjusted rate would be $183.75 per night if it had been processed and accepted by Marriott.

IMVERGE --

I would reply to the denial e-mail -- they do answer. Also, I would copy Marriott Concierge on the e-mail reply and the original e-mail you received denying the claim.

Wait one day -- no response -- Contact Marriott Customer Care.

Got a call from the supervisor and was told that back in April there was an internal meeting where the LNF team reviewed the T&C's and they way they were being applied.

Members take note if you NOW find a lower rate on another website and it includes breakfast and the Marriott rate doesn't your claim will now be approved as long as the room type and cancellation policy are the same.

BTW... My claim was still denied even though I don't agree especially since the hotel is offering the same room type for $245 (w/breakfast) & $288 (w/out)

Very weird.

First, I would contest the denial. The rationale is BS and not in keeping with the T & C.

Second, interesting red the breakfast. Now, does this go for other perks? What about all being the same but free parking is provided and Marriott.com does not? Do they match?

Marriott Concierge shoudl respond to this matter, IMHO.