Look No Further Program Expansion Update
As we work toward a single price guarantee policy, we have harmonized the consumer-facing and internal policy of the Look No Further (LNF) program for Marriott Rewards hotels and the Best Rate Guarantee (BRG) program for SPG hotels over the last few months. Approved consumer claims across all hotels will receive a 25% discount, with the option to select points, plus a charge per violation per the new policy. Also, effective June 1, Marriott Rewards hotels will be adopting the SPG policy that requires all hotel-level disputes of customer-facing approved claims to be completed by the 15th of each of month (for claims approved in the previous month).
In addition to these changes to harmonize the programs, we have expanded the LNF program. We launched the Supernova rate shopping tool, as well as monthly hotel-level rate parity scores, which are intended to drive increased visibility and accountability for LNF violations. Since February 2018, achieving and maintaining a Green Rate Parity Score is a Brand Standard, and all hotels are required to comply.
As of April 30, every hotel globally now has access to the Supernova platform, and since the introduction of the Supernova platform, we have seen improvements in hotels’ parity scores on a global level. As a reminder, as of June 1, 2018 (for Marriott Rewards Hotels), and January 1, 2019 (for SPG hotels), charges will be applied in the following instances, each deemed an LNF violation:
Green
(3 or fewer lose days/month) |
Yellow
(4 – 13 lose days/month) |
Red
(14 or more lose days/month) |
|
Approved Consumer Claim
(Same as today) |
$50 per OTA lose day | $75 per OTA lose day | $150 per OTA lose day |
Observed OTA Violation
(New) |
No charge | $75 per OTA lose day | $150 per OTA lose day |
Observed Metasearch Violation
(New) |
No charge | No charge | No charge |
Wholesale Test Booking Violation
(New) |
No charge | $75 per OTA lose day | $150 per OTA lose day |
To ensure your hotels are prepared to address violations and avoid charges, management companies are encouraged to take the following actions:
- All of your hotels have received an activation email sent to the HPP and/or GRST contact at your hotels, or the GM in the case of RMRS hotels. In some cases, hotels have contacted us to make changes to the recipient of the license, and these requests have been processed. Please ensure your hotels have activated their license and are using the tool.
- Identify any hotel(s) in your portfolio that have a red or yellow parity score by reviewing the monthly LNF scorecard. If you have questions about who from your company receives this scorecard, or about the data included, contact rateintegrity@marriott.com.
- Work with your GMs and applicable sales and revenue leaders to identify and resolve your LNF violations. While Supernova users will receive an email prompting them to log in when a rate parity violation has been identified, they should still log into the tool regularly to ensure they are up to date on any rate parity violations the property has incurred.
- Implement action plans using the User Guide and resources on MGS to remove LNF violations.
We believe this approach will further enrich Marriott’s book direct strategy by ensuring consumers find the lowest prices on Marriott’s direct channels. We appreciate your support of this price guarantee policy.
