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 17, 2018, 1:03 pm
#226
Join Date: Nov 2012
Location: ZRH
Programs: QR Gold / M&M FTL / Marriott Bonvoy Titanium
Posts: 653
LNF Marriott team is playing strange policies/cheat with some OTA.
they pretend that the price of roomsxxl.de / roomsxxl.ch .... do not include service and charges...
From LNF :
The comparison site did not specify that the hotel’s 10% Service Charge was included in the price. There was a statement, in the “Note of the Hotel” area, that stated the following:
Please note that our rates do not include any expenses or fees which may be incurred by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
FAQ roomsxxl.de
Are taxes and fees included in the hotel prices?
Yes. Taxes and fees are included in our prices. If, in rare cases, there is an additional visitors' tax or tourism tax to be incurred, we will clearly point this out before the booking is completed.
Answer from LNF after my complain :
Thank you for your additional inquiry regarding Marriott's Look No Further (SM) Guarantee. We appreciate the opportunity to assist you by clarifying the matter at hand.
I have went over you claim once more and I am still unable to verify that the service charges are included in the rate on the comparison site. I do see as stated in the previous email that they do not include in their rates some expenses or fees which must be settled by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
Somebody with the same problem ? or correctly handled claim with roomsxxl ?
they pretend that the price of roomsxxl.de / roomsxxl.ch .... do not include service and charges...
From LNF :
The comparison site did not specify that the hotel’s 10% Service Charge was included in the price. There was a statement, in the “Note of the Hotel” area, that stated the following:
Please note that our rates do not include any expenses or fees which may be incurred by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
FAQ roomsxxl.de
Are taxes and fees included in the hotel prices?
Yes. Taxes and fees are included in our prices. If, in rare cases, there is an additional visitors' tax or tourism tax to be incurred, we will clearly point this out before the booking is completed.
Answer from LNF after my complain :
Thank you for your additional inquiry regarding Marriott's Look No Further (SM) Guarantee. We appreciate the opportunity to assist you by clarifying the matter at hand.
I have went over you claim once more and I am still unable to verify that the service charges are included in the rate on the comparison site. I do see as stated in the previous email that they do not include in their rates some expenses or fees which must be settled by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
Somebody with the same problem ? or correctly handled claim with roomsxxl ?
Nov 17, 2018, 6:55 pm
#227
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
LNF Marriott team is playing strange policies/cheat with some OTA.
they pretend that the price of roomsxxl.de / roomsxxl.ch .... do not include service and charges...
From LNF :
The comparison site did not specify that the hotel’s 10% Service Charge was included in the price. There was a statement, in the “Note of the Hotel” area, that stated the following:
Please note that our rates do not include any expenses or fees which may be incurred by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
FAQ roomsxxl.de
Are taxes and fees included in the hotel prices?
Yes. Taxes and fees are included in our prices. If, in rare cases, there is an additional visitors' tax or tourism tax to be incurred, we will clearly point this out before the booking is completed.
Answer from LNF after my complain :
Thank you for your additional inquiry regarding Marriott's Look No Further (SM) Guarantee. We appreciate the opportunity to assist you by clarifying the matter at hand.
I have went over you claim once more and I am still unable to verify that the service charges are included in the rate on the comparison site. I do see as stated in the previous email that they do not include in their rates some expenses or fees which must be settled by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
Somebody with the same problem ? or correctly handled claim with roomsxxl ?
they pretend that the price of roomsxxl.de / roomsxxl.ch .... do not include service and charges...
From LNF :
The comparison site did not specify that the hotel’s 10% Service Charge was included in the price. There was a statement, in the “Note of the Hotel” area, that stated the following:
Please note that our rates do not include any expenses or fees which may be incurred by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
FAQ roomsxxl.de
Are taxes and fees included in the hotel prices?
Yes. Taxes and fees are included in our prices. If, in rare cases, there is an additional visitors' tax or tourism tax to be incurred, we will clearly point this out before the booking is completed.
Answer from LNF after my complain :
Thank you for your additional inquiry regarding Marriott's Look No Further (SM) Guarantee. We appreciate the opportunity to assist you by clarifying the matter at hand.
I have went over you claim once more and I am still unable to verify that the service charges are included in the rate on the comparison site. I do see as stated in the previous email that they do not include in their rates some expenses or fees which must be settled by the guest at the hotel, such as resort fees, city tax, parking, gratuities, etc.
Somebody with the same problem ? or correctly handled claim with roomsxxl ?
Nov 17, 2018, 10:43 pm
#228
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
When you can’t win these issues I have a different tactic: contact the website telling them you need to show the breakdown for business purposes and hopefully they’ll change their website / update the wording to include service charge to unknowingly help us with our BRGs! If more people do that they might change it!
You can also let it go and retry and hope for a different agent but you just have to be lucky! It won’t solve the long term issue though
And have any of you got a particular agent in your head who always seems to reject your claims for spurious reasons and you just hope they don’t get your claim each time?!
Ive had:
Not following explicit instructions on what to type in search
Taxes not taken off on Marriott rate due to website glitch even i put this in comments
Currency exchange reasons when over 4% difference!
Told my new 3-night stay claim for same hotel / dates had to be compared over 5 nights because I had a points booking for same dates for 5 night even if under different confirmation number (obviously if successful I want to change from 5 to 3 nights and cancel my points booking).
Told had to compare in same currency as hotel if the website has that currency (I was directed via Hotelscombined).
They often come back in wrong currency version even when stated in instructions.
Website denied due to not instant even the terms says "upon payment you’ll be sent hotel voucher". Same website ok again with different agent yesterday!
So the key is, know when to quit and retry again. You’ll get there eventually. Almost 100% of my 20+ 2019 stays are now BRGs.
Good luck!
Nov 18, 2018, 11:15 pm
#229
Join Date: May 2014
Posts: 235
Can you file a claim against Marriott.com after you book direct but the rates gone down?
Nov 19, 2018, 4:20 am
#230
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
Nov 20, 2018, 7:44 pm
#231
Join Date: Sep 2014
Location: USA/Canada
Programs: UA Premier 1K, AC SE, Delta Platinum Medallion, Marriott Titanium
Posts: 448
How long are LNF's taking to get approved (or rejected) these days?
I got one of mine accepted the other day (I got an e-mail after ~20 hours); however, I emailed the agent back as I wanted to include breakfast in my rate which he had omitted, and I have still not heard back from him (> 24 hours). When should a follow-up email be sent?
I got one of mine accepted the other day (I got an e-mail after ~20 hours); however, I emailed the agent back as I wanted to include breakfast in my rate which he had omitted, and I have still not heard back from him (> 24 hours). When should a follow-up email be sent?
Nov 21, 2018, 9:00 pm
#232
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
LNF as third party booking?
I had an approved LNF stay. All went well but stay failed to credit. Filed missing stay report and was told that third party booking doesn't qualify. LNF rate is treated as third party booking? 
Called hotel and hotel insisted that I booked via third party. 
Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking? 
Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking?
Nov 21, 2018, 9:19 pm
#233
Join Date: Feb 2013
Posts: 1,815
I had an approved LNF stay. All went well but stay failed to credit. Filed missing stay report and was told that third party booking doesn't qualify. LNF rate is treated as third party booking? Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking?
Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking? That happened to me once 5 years ago where they claimed it was a third party booking but it was straightened out. I have not had any problems since.
Nov 21, 2018, 9:59 pm
#234
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Nov 21, 2018, 10:11 pm
#235
Join Date: Feb 2013
Posts: 1,815
I’ve noticed my rates are showing as LNF on the reservation. Only way to get those is by booking through Marriott.
So that absolutely makes no sense.
Another reason why I keep paper trails. Original reservation, LNF email as well as updated reservation. No way they can question that.
So that absolutely makes no sense.
Another reason why I keep paper trails. Original reservation, LNF email as well as updated reservation. No way they can question that.
Nov 22, 2018, 1:59 am
#236
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
I had an approved LNF stay. All went well but stay failed to credit. Filed missing stay report and was told that third party booking doesn't qualify. LNF rate is treated as third party booking? Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking?
Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking?
Nov 22, 2018, 7:14 am
#237
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Hotel kept saying the same thing and won't even provide a folio receipt. They said I need to get my receipt from third party booking channel.
Nov 22, 2018, 4:54 pm
#238
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
That'll be inconvenient at the hotels that don't send email folios.
Nov 25, 2018, 5:30 pm
#239
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
I had an approved LNF stay. All went well but stay failed to credit. Filed missing stay report and was told that third party booking doesn't qualify. LNF rate is treated as third party booking? Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking?
Called hotel and hotel insisted that I booked via third party. Called Rewards desk and was told the same. After a long conversation and checked with supervisor, he/she eventually approved a "one-time exception" for stay credit but no 1,000 point amenity. Why does Marriott system treat LNF rates as third party booking?
Nov 25, 2018, 5:42 pm
#240
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Last edited by TerryK; Nov 26, 2018 at 4:06 am