Centurion UK Travel
Mar 18, 2015, 10:51 am
#1
Original Poster
Join Date: Sep 2005
Programs: BA Gold, Virgin Gold
Posts: 81
Centurion UK Travel
Although it's never been a terrific experience in terms of responsiveness, intelligence and competitiveness, has anyone else experience this service falling off the cliff recently?
I recently asked for 2 different hotel and hotel/flight quotes
South of France - Summer
Dubai - October
Both got priced by American Express Vacations (which it turns out is nothing to do with Amex other than a licensed name) rather than the "in-house" team, despite the fact that both were FHR hotels.
The upshot. The Dubai quote came in Ł5000k more than booking direct. The SoF quote was either 20% more or 50% less, depending on the date of booking direct - but couldn't get confirmation when asking about the 50% less dates..
I pushed back on the Dubai quote, queried why FHR was not used ("we use Amex Vacations for resort hotels") and asked why the client had to do their own research to show the extent of their overcharging.
I recently asked for 2 different hotel and hotel/flight quotes
South of France - Summer
Dubai - October
Both got priced by American Express Vacations (which it turns out is nothing to do with Amex other than a licensed name) rather than the "in-house" team, despite the fact that both were FHR hotels.
The upshot. The Dubai quote came in Ł5000k more than booking direct. The SoF quote was either 20% more or 50% less, depending on the date of booking direct - but couldn't get confirmation when asking about the 50% less dates..
I pushed back on the Dubai quote, queried why FHR was not used ("we use Amex Vacations for resort hotels") and asked why the client had to do their own research to show the extent of their overcharging.
Mar 19, 2015, 8:02 am
#2
Join Date: Mar 2004
Location: Canada
Programs: Virtuoso TA, Four Seasons Pref Partner, Rosewood Elite TA, Ritz Carlton STARS TA
Posts: 4,733
If North America mirrors the UK.... I would say profits are higher using "Amex Vacations" and you are locked into advance payments.
Mar 19, 2015, 8:39 am
#3
Join Date: Jun 2009
Location: Geneva, Dubai, Paris
Programs: Disillusioned Cent
Posts: 1,880
Although it's never been a terrific experience in terms of responsiveness, intelligence and competitiveness, has anyone else experience this service falling off the cliff recently?
I recently asked for 2 different hotel and hotel/flight quotes
South of France - Summer
Dubai - October
Both got priced by American Express Vacations (which it turns out is nothing to do with Amex other than a licensed name) rather than the "in-house" team, despite the fact that both were FHR hotels.
The upshot. The Dubai quote came in Ł5000k more than booking direct. The SoF quote was either 20% more or 50% less, depending on the date of booking direct - but couldn't get confirmation when asking about the 50% less dates..
I pushed back on the Dubai quote, queried why FHR was not used ("we use Amex Vacations for resort hotels") and asked why the client had to do their own research to show the extent of their overcharging.
I recently asked for 2 different hotel and hotel/flight quotes
South of France - Summer
Dubai - October
Both got priced by American Express Vacations (which it turns out is nothing to do with Amex other than a licensed name) rather than the "in-house" team, despite the fact that both were FHR hotels.
The upshot. The Dubai quote came in Ł5000k more than booking direct. The SoF quote was either 20% more or 50% less, depending on the date of booking direct - but couldn't get confirmation when asking about the 50% less dates..
I pushed back on the Dubai quote, queried why FHR was not used ("we use Amex Vacations for resort hotels") and asked why the client had to do their own research to show the extent of their overcharging.
Mar 19, 2015, 12:39 pm
#4
Join Date: Mar 2004
Location: Canada
Programs: Virtuoso TA, Four Seasons Pref Partner, Rosewood Elite TA, Ritz Carlton STARS TA
Posts: 4,733
Mar 26, 2015, 10:39 am
#5
Join Date: Oct 2012
Location: London, UK
Posts: 163
Ł5m more is a hell of a lot. How long were you staying!?!?!?
As you say, the Vacations is brochured holidays so a very different proposition. When I booked for the Maldives it was much cheaper to go via any brochure (AmEx included) than direct to the Hotel. They were also willing to negotiate both in terms of reducing the price and throwing in free extras (eg free seaplane transfer)
For many destinations its better not to book via brochures but there are exceptions. I've only found that if the number looks "high" via the normal route do they suggest trying the brochure route.
As you say, the Vacations is brochured holidays so a very different proposition. When I booked for the Maldives it was much cheaper to go via any brochure (AmEx included) than direct to the Hotel. They were also willing to negotiate both in terms of reducing the price and throwing in free extras (eg free seaplane transfer)
For many destinations its better not to book via brochures but there are exceptions. I've only found that if the number looks "high" via the normal route do they suggest trying the brochure route.
Mar 29, 2015, 3:14 pm
#8
Join Date: Mar 2010
Location: FRA
Programs: FB Plat & DL KM, Le Club Plat, GHA Plat, HHonors Diamond
Posts: 1,591
Germany isn't any better. I asked for beach hotel suggestions for my Okinawa trip. Few days later they got back to me and claimed that there is only one hotel available to be booked from outside of Japan - the Intercontinental; all other hotels are booked by Japanese agencies for local tourists. I did not even bother to tell them that Expedia and the like offer numerous other hotels ... facepalm
And, of course, the quoted price was far more than what you get when booking directly...
And, of course, the quoted price was far more than what you get when booking directly...
Mar 30, 2015, 6:16 am
#9
Join Date: Feb 2014
Posts: 8
Slightly better experience, at least with the booking of a hotel in Vietnam...Admittedly id done most of the research, called them and told them what I wanted and how much it was available for elsewhere. They agreed to match the price and include 'Amex Vacation benefits'; room upgrade, complimentary 3-course dinner for two and 20% off at the spa. I'm yet to take the vacation so it remains to be seen how many of these 'benefits' the hotel are actually aware of.
