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 13, 2018, 10:00 pm
#31
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Submitted a new claim and got this reply. Website works for me here in Asia but “blocked” for the agents (where are they based anyway? US?)
I am denying your claim because I am unable to access Amoma.com and I cannot verify that a lower rate is available on the comparison site you submitted.
I am denying your claim because I am unable to access Amoma.com and I cannot verify that a lower rate is available on the comparison site you submitted.
Sep 14, 2018, 12:21 am
#33
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: 13,041
Often the issue is point of sale. Sometimes the OTA rate is different based on the country you are searching from, or whether you accessed via the likes of Trivago or Kayak.
All you can do is resubmit with better instructions about how you found the rate.
FWIW I've had BRG approvals for rates much lower than the ones I've found. So it works both ways...
Sep 14, 2018, 12:43 am
#34
Join Date: Oct 2012
Location: Tokyo
Programs: Marriott Plat, HH G,Hyatt E,*A Gold, OW Emerald.
Posts: 3,023
Well, do they accept it, when I book a cheaper rate on Expedia and give them access to this rate via the itinerary #? The process would be: First lock in the Marriott rate, then book the cheaper Expedia rate and then file the LNF and give them access to yr itinerary. Would that work even if they can't see the rate online anymore?, The LNF form says "lower rate found or RESERVED"...
Sep 14, 2018, 3:09 am
#35
Join Date: Dec 2016
Location: Dubai
Programs: SPG 100 Ambassador, LH M&M Senator, Skywards Silver
Posts: 250
What I really don't get though is why they can't have the system automatically take full page screenshot of the URL submitted in competing site link at the moment of submitting claim and then have the agent review it at some point later, this would solve like 90% of the issues.
Sep 14, 2018, 7:54 am
#36
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 235
What I really don't get though is why they can't have the system automatically take full page screenshot of the URL submitted in competing site link at the moment of submitting claim and then have the agent review it at some point later, this would solve like 90% of the issues.
Unless they have a time machine, I think this is the best they can do.
Hilton brg does take screenshots but have tonnes of exclusion criteria. I rather Marriott stick to their way of doing things, at least the brg is legit over here.
Sep 14, 2018, 9:28 am
#37
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Too bad they not accept screenshots. Anyway I did what @shevboyz suggested. Just raise a new ticket and try again.
Rate i paid: 1880
Rate Agent Found: 1340
Updated Discounted Rate: (I took the discount over 5k pts) --> 1200
Sep 14, 2018, 9:57 am
#38
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 235
Nice to hear that. The lnf game sometime need alot of patience. Trust me, I have my fair share of frustration as well but overall it's a legit program.
Sep 14, 2018, 11:20 am
#39
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: 13,041
It's the only legit one left. It wouldn't be Flyertalk if people didn't complain, but Marriott could quite easily wake up in 2019 and decide to run it like Hyatt, IHG or Hilton, denying claims for even the tiniest differences.
Sep 14, 2018, 2:01 pm
#40
Join Date: Dec 2016
Location: Dubai
Programs: SPG 100 Ambassador, LH M&M Senator, Skywards Silver
Posts: 250
As someone mentioned earlier, screenshot can be easily photoshopped. Anyone with half decent skill can do that.
Unless they have a time machine, I think this is the best they can do.
Hilton brg does take screenshots but have tonnes of exclusion criteria. I rather Marriott stick to their way of doing things, at least the brg is legit over here.
Unless they have a time machine, I think this is the best they can do.
Hilton brg does take screenshots but have tonnes of exclusion criteria. I rather Marriott stick to their way of doing things, at least the brg is legit over here.
Sep 14, 2018, 2:48 pm
#41
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
Another result of the IT integration cock-up is that the BRG claim form is formatted only for Marriott reservation numbers. Starwood reservations have an additional digit. This kind of stuff just adds to the frustration we are all dealing with. Let the incompetence continue.
Sep 15, 2018, 2:38 am
#42
Join Date: Aug 2005
Programs: UA*G(1K), PC Diamond Amb, Marriott Titanium, Accor Platinum
Posts: 4,671
I am denying your claim because Marriott has determined that a valid Marriott reservation cannot be completed using the comparison source provided.
You can review our terms and conditions here:
http://www.marriott.com/hotel-rates/travel.mi
You can review our terms and conditions here:
http://www.marriott.com/hotel-rates/travel.mi
HTB.
Sep 15, 2018, 8:25 am
#43
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Question: Looking at the different rate options below, any idea if i can book using a non-SPG member rate (Prepaid or Flexible) to do a LNF claim?
Afternote: Quite odd for Marriott to leave non-member rates still available for selection to members.
Afternote: Quite odd for Marriott to leave non-member rates still available for selection to members.
Sep 15, 2018, 6:28 pm
#44
Join Date: Aug 2001
Location: Toronto, Canada
Programs: Liftime Titanium Elite Marriott
Posts: 1,752
No. I already got into this with them. They said anyone can apply for the membership so thats the rate to use.
I have a reservation that I matched that they approved. Now the price has dropped again on the competing website and instead of adjusting the existing claim. They told me I need to make a new reservation with the new claim and once that is approved they will cancel the pre-existing reservation.
Also a tip is that they now look at the rate type as in prepaid or refundable. So your reservation must match so in most cases you will have to pre-pay so it just adds a level of certainty in your BRG reservations. Wasted a day figuring it out.
I have a reservation that I matched that they approved. Now the price has dropped again on the competing website and instead of adjusting the existing claim. They told me I need to make a new reservation with the new claim and once that is approved they will cancel the pre-existing reservation.
Also a tip is that they now look at the rate type as in prepaid or refundable. So your reservation must match so in most cases you will have to pre-pay so it just adds a level of certainty in your BRG reservations. Wasted a day figuring it out.
Sep 15, 2018, 6:39 pm
#45
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
No. I already got into this with them. They said anyone can apply for the membership so thats the rate to use.
I have a reservation that I matched that they approved. Now the price has dropped again on the competing website and instead of adjusting the existing claim. They told me I need to make a new reservation with the new claim and once that is approved they will cancel the pre-existing reservation.
Also a tip is that they now look at the rate type as in prepaid or refundable. So your reservation must match so in most cases you will have to pre-pay so it just adds a level of certainty in your BRG reservations. Wasted a day figuring it out.
I have a reservation that I matched that they approved. Now the price has dropped again on the competing website and instead of adjusting the existing claim. They told me I need to make a new reservation with the new claim and once that is approved they will cancel the pre-existing reservation.
Also a tip is that they now look at the rate type as in prepaid or refundable. So your reservation must match so in most cases you will have to pre-pay so it just adds a level of certainty in your BRG reservations. Wasted a day figuring it out.
The change on matching cancellation policies happened at the end of May. You should drop into FT more often.
