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
Nov 13, 2018, 10:35 pm
#211
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,344
I'm hoping someone can tell me where I went wrong with my first ever LNF claim. Typically I don't have the time to worry about these things but since I read this thread I figured I'd go for a 5K shot in the arm each time.
I'm in Chicago this week and booked a pre-paid rate at a hotel for two nights. I found a rate $5 less on a competing website so I filled out the form and put in the notes that the competing rate is exactly the same room type and that it's pre-paid.
First of all, it took them over 24 hours to reply to me.
Second, they denied me saying the competing rate they see on the website I provided was $30 more a night than what I'm paying. That's bull$$$$. The rate they found was $30 *after* taxes, not before. The pre-tax rate was still $5 lower on the website I referenced when I checked after getting their email.
Naturally I hit reply on that email, sent a screenshot and a day later I get a bounce back message from my email account telling me my email won't get through.
Where did I go wrong?
Thanks,
RM
I'm in Chicago this week and booked a pre-paid rate at a hotel for two nights. I found a rate $5 less on a competing website so I filled out the form and put in the notes that the competing rate is exactly the same room type and that it's pre-paid.
First of all, it took them over 24 hours to reply to me.
Second, they denied me saying the competing rate they see on the website I provided was $30 more a night than what I'm paying. That's bull$$$$. The rate they found was $30 *after* taxes, not before. The pre-tax rate was still $5 lower on the website I referenced when I checked after getting their email.
Naturally I hit reply on that email, sent a screenshot and a day later I get a bounce back message from my email account telling me my email won't get through.
Where did I go wrong?
Thanks,
RM
Nov 14, 2018, 1:39 am
#212
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I just got a claim denied because the cancellation policies was not exactly the same. I have never got a LNF denied of this reason. Is LNF turning into Hilton BRG?
Nov 14, 2018, 4:38 am
#213
Join Date: Nov 2007
Programs: LH*G, FB*G, IC *free minibar*, SLH, RC 5C-Club, LHW, and a lot of others
Posts: 536
Will they approve a claim, when you locked in the rate via Expedia and give them access to the itinerary online or does it have to be still bookable at time of verification? I am asking, because on the LNF online form it says "Lower Rate Found or Reserved"
Nov 14, 2018, 5:04 am
#214
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,677
Nov 14, 2018, 6:12 am
#215
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
A couple of days .... I submitted another claim and see how it turns out ... my guess would be that its a poorly trained associate ... or LNF all of a sudden changed policy ....
Nov 14, 2018, 6:23 am
#216
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,677
interesting....i submitted a claim today where the cancellation deadlines differ by a day....let's see how they respond....
Nov 14, 2018, 7:14 am
#217
Join Date: Aug 2016
Programs: Marriott Ambassador, A3 Gold, M&M Senator
Posts: 121
I had a claim denied with same room cat and cancellation policy, but the competing rate had breakfast.. Is this normal?
Nov 14, 2018, 7:26 am
#218
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
If it was a flex competing rate with breakfast then you need to book a flex rate on marriott.com that includes breakfast, the same reasoning for a non-ref rate competing rate
Nov 14, 2018, 9:28 am
#219
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Looks like LNF is now Hilton BRG they keep insisting that the terms of cancellation is not the same....R.I.P LNF .... I think the T&C are the same as before but it seems that implementation of them have changed dramatically making LNF quite useless for us who need flexible rates. I still hope I am the odd man out and that things will revert back to the old practice but I am not hopeful ....
Last edited by X-ON; Nov 14, 2018 at 11:17 am
Nov 15, 2018, 2:01 am
#220
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Hotel Name: Renaissance London Heathrow
Arrival Date: 29 Nov 2018
Departure Date: 30 Nov 2018
Number of Rooms: 1
Number of Guests: 2
Room Type: King Guestroom w/ Breakfast
Marriott Brand Website Rate: 156 GBP incl VAT (Flexible)
Competing Rate:107 GBP incl VAT
Actual Approved Rate: 79 GBP w/ Breakfast incl VAT
Comments: This one was a little strange got denied for a site which had free cancellation terms 6 days prior to arrival, the successful claim had terms equal to free cancellation equal to 5 days prior to arrival.
Arrival Date: 29 Nov 2018
Departure Date: 30 Nov 2018
Number of Rooms: 1
Number of Guests: 2
Room Type: King Guestroom w/ Breakfast
Marriott Brand Website Rate: 156 GBP incl VAT (Flexible)
Competing Rate:107 GBP incl VAT
Actual Approved Rate: 79 GBP w/ Breakfast incl VAT
Comments: This one was a little strange got denied for a site which had free cancellation terms 6 days prior to arrival, the successful claim had terms equal to free cancellation equal to 5 days prior to arrival.
Last edited by X-ON; Nov 15, 2018 at 2:24 am
Nov 15, 2018, 4:42 am
#221
Join Date: Feb 2013
Posts: 1,815
I'm hoping someone can tell me where I went wrong with my first ever LNF claim. Typically I don't have the time to worry about these things but since I read this thread I figured I'd go for a 5K shot in the arm each time.
I'm in Chicago this week and booked a pre-paid rate at a hotel for two nights. I found a rate $5 less on a competing website so I filled out the form and put in the notes that the competing rate is exactly the same room type and that it's pre-paid.
First of all, it took them over 24 hours to reply to me.
Second, they denied me saying the competing rate they see on the website I provided was $30 more a night than what I'm paying. That's bull$$$$. The rate they found was $30 *after* taxes, not before. The pre-tax rate was still $5 lower on the website I referenced when I checked after getting their email.
Naturally I hit reply on that email, sent a screenshot and a day later I get a bounce back message from my email account telling me my email won't get through.
Where did I go wrong?
Thanks,
RM
I'm in Chicago this week and booked a pre-paid rate at a hotel for two nights. I found a rate $5 less on a competing website so I filled out the form and put in the notes that the competing rate is exactly the same room type and that it's pre-paid.
First of all, it took them over 24 hours to reply to me.
Second, they denied me saying the competing rate they see on the website I provided was $30 more a night than what I'm paying. That's bull$$$$. The rate they found was $30 *after* taxes, not before. The pre-tax rate was still $5 lower on the website I referenced when I checked after getting their email.
Naturally I hit reply on that email, sent a screenshot and a day later I get a bounce back message from my email account telling me my email won't get through.
Where did I go wrong?
Thanks,
RM
Can’t think of any other reason why it would bounce back and not even sure if that is a reason.
Sorry that happened to you. And you also have a real grievance that they took over 24 hours to respond especially if it was a non refundable rate.
Nov 15, 2018, 7:40 am
#222
Join Date: Dec 2002
Posts: 8,002
Marriott hotel name: Fairfield Inn & Suites Edmonton North
Check-in date: 2018-12-26
Check-out date: 2018-12-29
Marriott rate reserved: 126.00
Currency: DOLLAR (CAD)
I modified your reservation to reflect the following rate:
Rate: 81.75 Canadian dollars.
Check-in date: 2018-12-26
Check-out date: 2018-12-29
Marriott rate reserved: 126.00
Currency: DOLLAR (CAD)
I modified your reservation to reflect the following rate:
Rate: 81.75 Canadian dollars.
Nov 15, 2018, 10:50 am
#223
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,344
Was it less than 24 hours before checkin?
Can’t think of any other reason why it would bounce back and not even sure if that is a reason.
Sorry that happened to you. And you also have a real grievance that they took over 24 hours to respond especially if it was a non refundable rate.
-RM
Nov 15, 2018, 11:30 am
#224
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Hotel Name: Renaissance London Heathrow
Arrival Date: 29 Nov 2018
Departure Date: 30 Nov 2018
Number of Rooms: 1
Number of Guests: 2
Room Type: King Guestroom
Marriott Brand Website Rate: 136 GBP incl VAT (Flexible)
Competing Rate:88 GBP incl VAT
Actual Approved Rate: 66 GBP incl VAT
Comments: This one was a rejected 2 days ago I tried again exact same web page and dates etc .. and approved ... lesson learned be persistent ...cancelling my LNF rate that includes breakfast get it anyway since I am PP
Arrival Date: 29 Nov 2018
Departure Date: 30 Nov 2018
Number of Rooms: 1
Number of Guests: 2
Room Type: King Guestroom
Marriott Brand Website Rate: 136 GBP incl VAT (Flexible)
Competing Rate:88 GBP incl VAT
Actual Approved Rate: 66 GBP incl VAT
Comments: This one was a rejected 2 days ago I tried again exact same web page and dates etc .. and approved ... lesson learned be persistent ...cancelling my LNF rate that includes breakfast get it anyway since I am PP
Nov 16, 2018, 4:27 am
#225
Join Date: Dec 2002
Posts: 8,002
Same rate.