# Marriott Bonvoy Removes Promise to Contact Claimants for Best Rate Guarantee

_Jul 16 15:46_

Tags: Marriott, Marriott Bonvoy, Best Rate Guarantee, loyalty program, policy change, hotel, app & tech, program change

Marriott Bonvoy updated its Best Rate Guarantee terms, removing the commitment to contact claimants if more information is needed. Users must now monitor claim status on the website

## Summary

Marriott Bonvoy has updated the terms of its Best Rate Guarantee (BRG) program. The key change is that Marriott is no longer promising to contact claimants if additional information is required to process a claim. Previously, Marriott stated it would contact users within 24 hours for further details; now, the responsibility falls on the claimant to monitor the BRG claim site for status updates using their reservation number. Marriott will still contact users within 24 hours if they need more info, but the explicit promise to do so has been removed from the standard terms

## Why it matters

Spans 2 hotel programs (Marriott, Marriott Bonvoy).

## Sources cited

- [LoyaltyLobby](https://loyaltylobby.com/2026/07/16/marriott-updates-its-best-rate-guarantee-program-no-more-email-updates?omhide=true) — Marriott Updates Its Best Rate Guarantee Program: No More Email Updates

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