This weekend I had to be in Orlando and booked a hotel using the Marriott website under member rates. The hotel rate was $157.00 per night. It was about 8:00 p.m.. The next morning I logged in to the Marriott site to verify the reservation and under member rates the price had decreased to $146.00 per night. After seeing this I submitted a claim (and made a new reservation at the lower rate, as per BRG claim requirements) to Marriotts BRG (best rate guarantee). They denied the claim saying the following:
Thank you for submitting a claim for Marriott's Look No Further(SM) Best Rate Guarantee. We received a claim from you for the Residence Inn Orlando Airport:
Confirmation number: 90049275
According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, the guarantee does not apply to rates that are not publicly available, such as negotiated corporate or group rates, or discount rates offered only to members of groups or individuals who meet previously-specified criteria, including AAA members, seniors, government employees, or Marriott Rewards members. Our records indicate that you were drawing a comparison to a qualified Marriott Rewards member offer.
For this reason, we must deny your claim under the terms of Marriott's Look No Further(SM) Best Rate Guarantee program.
I tried to explain to them that their member rate page directs you to the following page https://www.marriott.com/online-hotel-booking.mi which clearly states Best Rate All The Time and has as one of the benefits as Best Rate Guarantee along with other benefits.
Has anyone else had this problem? Or am I reading this wrong? I can’t find anything in the fine print but it could be hidden way down. Thanks in advance for the help.
I'm not quite sure what was your booked rate... did you actually try to compare a Marriott rate with another Marriott rate?
From their response to you it seems you did, so in that case it won't make sense. You should find a lower rate outside the Marriott system and base your claim on that lower rate.
Also, bare in mind that booking Marriott member rates may not qualify for a claim as it's not available for the public, so you should book a standard rate.
I hope I understood correctly, but if not do feel free to provide me with more details.
And of course:
Do go through my guide in the link provided to you by our wonderful SeaTexan
Under member rates it states the price listed is the best rate and if you want more info it directs you to another page that indicates the Marriott member rate is part of the best rate guarantee. Customer service is saying it is not part of BRG. I am trying to find out which is correct. Maybe carat who was so helpful last time could let me know which is correct.
Marriott Rewards® Member Rates instantly reward you when you book direct on Marriott.com, the Marriott mobile app, through our call centers or select corporate travel professionals.
Our new member rate is the latest perk in a series of benefits like free Wi-Fi and mobile check-in, and earns you points at 4,200+ hotels worldwide, excluding hotels in Mainland China, Macau, Hong Kong and Taiwan. See details
It seems you got confused a bit, darrbee.
Marriott members rates are indeed the lowest you can find in the Marriott system, but they have nothing to do with BRG.
They're also considered to be a special rate, as they're not available to the public, hence they do not qualify for submitting a claim.
But it turned out not to be the best rate. The best rate was not published until the next morning. Then when you click on details (on the member rate site) it comes up with the page above which clearly states that BRG is part of the member rates. So you can see my confusion when BRG denied the claim which was initiated 10 hours after the initial reservation. They advertise it as BRG but in the fine print you say it is not part of BRG.
Hi darrbee. Thanks for tagging me in! Would you mind sending me a direct message with your Rewards number and the details of your reservation. That way, I'll be able to reach out to the LNF team to take a deeper look into this for you. Talk soon!
That is what I thought also. Considering that when you are booking the Marriott Rewards rate it states at the top of the page that that is Marriotts Best Rate. If you click details besides the section that states it is Marriotts best rate it takes you to a page (see below) that says it is part of the best rate guarantee. But from what everyone has said, somewhere in the fine print it excludes it. So basically they are advertising on there web page that it includes the Best Rate Guarantee but excludes it in the fine print. Personally they either need to honor what is stated (without me trying to read and understand 20 pages of fine print) or remove the advertising that states that the Marriott Rewards rate is part of the Best Rate Guarantee.
"Marriott Rewards® Member Rates instantly reward you when you book direct on Marriott.com, the Marriott mobile app, through our call centers or select corporate travel professionals.
Our new member rate is the latest perk in a series of benefits like free Wi-Fi and mobile check-in, and earns you points at 4,200+ hotels worldwide, excluding hotels in Mainland China, Macau, Hong Kong and Taiwan." * See details
from the Marriott Reward Rate page brings up this: