Pitfalls of Best Rate Guarantee (number of persons per room)

Discussion created by patwel1103 on Mar 12, 2020
Latest reply on Mar 17, 2020 by arizonatag

We booked a room (Executive Suite) with 4 persons (2 adults, 2 kids) on the Marriott website for a hotel in the Middle East (Abu Dhabi). Later, we found a cheaper rate online. First, they accepted the claim. But the revised and lowered rate was not still higher than the comparison rate. They just lowered the room rate by 25% for 2 persons. However, the comparison rate included all 4 persons. After claiming once more with the BRG team, they talked to the hotel and come back with the explanation that additional fees (like additional persons) are not part of the BRG. So we feel pretty misled:

1. First, they accepted the claim, doing their own calculation, which has been ridiculous for us.

2. They tried to heal it (when talking to the hotel), but could not make it.

3. They have defined a BRG which include pitfalls which are not marginal as the number of persons is an essential part of a room rate.


Anyone with similar experience?  Can that be really true?