InterContinental Hotels: Priority Club & Inter-Continental Ambassador - Booking moved from Palazzo to Venetian

Just checked my next months bookings and the booking i had for a prestige luxury suite in the Palazzo has been changed for a Bella view suite in the Venetian. I am a Platinum Ambassador so am due an upgrade but am I right in thinking this is a down grade as the Venetian doesn't have a prestige level ? I am a little confused as I have an additional 4 reward nights booked after my first paid night that are still in the Palazzo.
Any advice please or best just to call ambassador services and let them sort it.
Knobby

Just checked my next months bookings and the booking i had for a prestige luxury suite in the Palazzo has been changed for a Bella view suite in the Venetian. I am a Platinum Ambassador so am due an upgrade but am I right in thinking this is a down grade as the Venetian doesn't have a prestige level ? I am a little confused as I have an additional 4 reward nights booked after my first paid night that are still in the Palazzo.
Any advice please or best just to call ambassador services and let them sort it.
Knobby

If you got a lot of time at hand and want to get involved.. call the hotel. If you want to avoid the hassle and save yourself (presumably a lot of) time call the Amb line and let them manage it.

But I would strongly recommend calling and not just showing up..

Most important: It´s another hotel:confused:

If you got a lot of time at hand and want to get involved.. call the hotel. If you want to avoid the hassle and save yourself (presumably a lot of) time call the Amb line and let them manage it.

But I would strongly recommend calling and not just showing up..

Update
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.

Most important: It´s another hotel:confused:

Well quite! That was my first thought...

Update
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.

Just make sure to bring copies of the original bookings with you, and it should be OK in the end. Good luck, enjoy Vegas!!

Update
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.

ty for the update - I'd say you should be good here. But I second that "bring your printed reservations"..
They do have a special Amb check-inn counter and seem to be slowly picking up or getting used to being member of PC so should be able to sort things.. if you ask nicely they might offer sth. for the "inconvenience" ;)

Interesting. Just made a booking at the Palazzo for one night, and my booking was instantly (within 5 minutes) amended to the Venetian too, with my RA upgrade applied (from Luxury to Bella view)! :confused:

But here's the thing; when I phoned to follow this up, priorityclub cs could only see the Venetian (amended) booking, and the Palazzo reservations staff could only see my original Pallazo "Luxury" booking! :confused::confused:

Now, I know what you're thinking; someone at the Palazzo applied my RA upgrade and changed hotels somehow, and their system is slow at catching up. BUT.... as the lovely lady at the Palazzo reservations told me, it was currently 5.30AM in the morning in Las Vegas, and the people that would do that kind of thing don't start for hours!

So we are left with the very puzzling situation that no-one seems to know why this is happening or who's doing it. My guess is there is some kind of automatic RA upgrade being applied by a "smart" reservations system somewhere in the Palazzo/priorityclub reservations systems, but it's gone all "Terminator" on us and it thinks it knows better. Glad my name isn't John Connor.....:o

Interesting. Just made a booking at the Palazzo for one night, and my booking was instantly (within 5 minutes) amended to the Venetian too, with my RA upgrade applied (from Luxury to Bella view)! :confused:

But here's the thing; when I phoned to follow this up, priorityclub cs could only see the Venetian (amended) booking, and the Palazzo reservations staff could only see my original Pallazo "Luxury" booking! :confused::confused:

Now, I know what you're thinking; someone at the Palazzo applied my RA upgrade and changed hotels somehow, and their system is slow at catching up. BUT.... as the lovely lady at the Palazzo reservations told me, it was currently 5.30AM in the morning in Las Vegas, and the people that would do that kind of thing don't start for hours!

So we are left with the very puzzling situation that no-one seems to know why this is happening or who's doing it. My guess is there is some kind of automatic RA upgrade being applied by a "smart" reservations system somewhere in the Palazzo/priorityclub reservations systems, but it's gone all "Terminator" on us and it thinks it knows better. Glad my name isn't John Connor.....:o

Looks like we have the same issue. The lady at PC said it was the second similar call she had had yesterday. I had an email from ambassador services today to say they can only see my cancelled reservation on the system ! I have emailed by return to say I have not cancelled and asked to escalate the issue to get it sorted. Should have said yesterday that I have actually prepaid for my stay.

A similiar thing happened to me for a res in Aug 2012. I booked online directly with Palazzo b/c they had a $109 rate, and I have an email confirmation from the Palazzo, but after I called to add my PC number to the res, it showed up as a Venetian res on the PC website.

I called PC, but they wouldn't touch the res b/c I booked through Palazzo. I'm not too worried though, as I believe they will be able to sort it out when I get there.

Well I've actually cancelled my reservation now, and received the cancellation numbers from both the Palazzo AND PC, just to be on the safe side. TBH, I'm fairly sure that my booking would have been fine if I'd have just turned up at the Palazzo with a printed copy of the original res, but I thought I'd cancel and give it another go later in the week.

But for me the real nuisance of this whole Venetian/Palazzo issue is that I had a valid BRG claim that I couldn't complete because of the mix-up. :td: The conversation went something like this; me: "I have a BRG claim for my booking at the Palazzo on res xxxx"..... PC cs: "But your booking is for the Venetian!" Needless to say I could see that one going nowhere fast unfortunately, after both PC and the Palazzo said they had nothing to do with the changes.

Same problem here, booked at the PAL, checked reservation online and see duplicate booking for VEN. Callend hotel, they show PAL cancelled, and under VEN they show it is active for the PAL.

It is not the first time when they have such kind of problems. Just be sure that you made all the changes BEFORE the check-in. As they will not be abble to change the reservation in the hotel - even if you have a printed copy of the booking

I've been trying to solve the issue via ambassador services. I have know had two confirmations by email from the Palazzo that they have the correct booking. The IHG site is still showing the wrong booking and they can't fix it.Numerous emails and telecons later I've decided to just turn up at the Palazzo booiking confirmations in hand. Will update next week when I get there.

I've been trying to solve the issue via ambassador services. I have know had two confirmations by email from the Palazzo that they have the correct booking. The IHG site is still showing the wrong booking and they can't fix it.Numerous emails and telecons later I've decided to just turn up at the Palazzo booiking confirmations in hand. Will update next week when I get there.

Well, this thread just "inspired" me to have a look at my upcoming reservation in two weeks time and yes, the same thing did happen to me to. My reservation for a Palazzo Prestige Suite has been cancelled and new reservation made for a Bella View Suite at the Venetian!? :eek:

Reading this thread, I immediately sent an email to the ambassador desk as well as the Palazzo reservation department for further clarification. Keep you updated!

I have now joined the club of mixed bookings. Booked View Luxury Suite at Palazzo on PC.com. Booking showed up as "Modified" and as a Bella View Suite at the Venetian instantly after confirming. Called the reservation number listed - they only showed the Venetian. They suggested to call the hotel. Called the hotel - they only showed the Palazzo reservation. Asked about the upgrade and they said they sometimes try to upgrade PC Platinum members but it wasn't showing me as a PC member. I mentioned that I am a Royal Ambassador and she placed me on hold to talk to her supervisor. Upon return she stated that her supervisor added the information into the system as he had to go into a seperate "guest loyalty" screen which she could not access to find the information and add it to the reservation. She stated that from a Luxury Suite I'd be upgraded to at least a Fortuna Suite upon check-in.

She was very assuring, however with the booking change and the PC/RA number going missing it may be wise for anyone booking at the Palazzo in the future to double check with the hotel itself and be sure all the information is included ahead of time. Seems like this is becoming more and more common at that property.

I just called to confirm my reservaiton for today. PC still shows me as having 2 reservaitons, one at the palazzo and the other at Ven. When I called to confirm, hotel confirmed that I had 2 res, but that the first one at the PAL had been cancelled and only the 2nd one remained (the one showing on PC at the VEN, but hotel showed it as at the PAL). The agent confirmed upgrade from Luxury suite to Fortuna and VIP check-in. She also gave me the hotel's confirmaiton number to ensure no issues. Will report my experieince in a few hours when I check-in.

Ehhh, but what when I DO want to stay at the Palazzo, especially when having booked the prestige level? Furthermore, the price showing up in my "new" reservation is higher than my original one... :o Hey, you can't change a reservation completely without letting the customer know...

BTW, here is the email reply from Ambassador services:

[...] Unfortunately, we were unable to process or make any amendment for the said reservation due to system limitations. Your reservation modification can only be modify or adjusted by InterContinental Affiliate ResortThe Venetian.

Nonetheless, we will have forwarded your concern to the hotel directly for further clarification. You may also conduct follow with them directly at below contact details: [...]


I think will call the Palazzo on my own when not getting a reply till next week.

So, an update from the update ;) The Palazzo/Venetian reservation departement got back to me:

[...] If you are looking in the IHG site you may want to check with them, but we definitely have you booked in the Palazzo Prestige level. [...]

Glad about the this confirmation. It seems that this is all about an IT glitch, but annoying nevertheless...

I just called to confirm my reservaiton for today. PC still shows me as having 2 reservaitons, one at the palazzo and the other at Ven. When I called to confirm, hotel confirmed that I had 2 res, but that the first one at the PAL had been cancelled and only the 2nd one remained (the one showing on PC at the VEN, but hotel showed it as at the PAL). The agent confirmed upgrade from Luxury suite to Fortuna and VIP check-in. She also gave me the hotel's confirmaiton number to ensure no issues. Will report my experieince in a few hours when I check-in.

My update. Arrived at hotel at midnight (flight delayed 4 hours). No line at check-in, and no one at invited guest c/I. Agent looked up my reservation and immediately stated you are entitled tomvip check-in and he pointed to the right. There was a door that said VIP and on the side it said royal ambassadors. I declined the special treatment and just requested to be checked in. Upgrade to fortunate suite on 48 th floor. Very nice and large. Given coupons for drink at bar and coffee. Offered 4 pm c/o. Nothing was said about the mini bar but when I called the VIP desk this morning told 100 per stay credit. All in all nice hotel, but I do like the Wynn and encore better. Will stay here again however if price is right.

Just received a call from VIP services... they confirmed the booking for the Palazzo and an upgrade to a Siena Suite. As long as the hotel has the correct information I'll be fine! Only issue so far was that the PC/RA number was not transfered over when booked at PC.com. As mentioned in an earlier post the supervisor added it in and then everything was fine. Hopefully they PC and the hotel can get their systems to work together soon!

Please remain on topic - there is no need to discuss politicis in this thread.

Thank you
FLYGVA
co-moderator IHG Forum

So my problem is on-going with emails going backwards and forwards; I originally had 3 nights booked at the Venetian (2 paid nights which were booked directly with the Venetian, followed by 1 points-night booked at PC). I asked them to tag my RA status/PC number onto the 2-night booking made directly with the Venetian, and note that I'd be there for a 3rd night on points. All seemed ok, albeit with a dodgy/poor RA upgrade to a Luxury View/Bella suite confirmed by email. (which, to me, sounds like an Ambassador upgrade not an RA upgrade).

Now I've tagged 2 extra nights at the Palazzo on the end of that booking, again booked directly with the Palazzo this time. It showed up on my PC account as a Venetian booking, so I've had the same problems as others here again in any case.

But now I've asked them by email to tag my RA/PC status onto this new Palazzo reservation, they have come back to me and said "yes, we have you in the Venetian for 5 nights....."

So am I right to think that the best way forward now is to call the Palazzo reservations and ask to speak with a supervisor? Has anyone got any kind of decent/correct answer by email? I really want to make sure that I have a 3 night stay at the Venetian followed by a 2 night stay at the Palazzo, and my proper RA upgrade, but it seems this simple issue is a real problem for their systems!

I know in my case I was able to call the hotel directly and they were able to resolve the issue within about 5 minutes. The agent I spoke to at least seemed to be well-informed and was able to verify everything and had her supervisor add the RA number to the reservation. When VIP services called the upgrade provided was better than the upgrade the reservation agent stated was the default upgrade. Once you get the reservation details settled the upgrade may change. Not sure if it will or won't but I know that was the case with mine. VIP services may be able to better assist as well once they know what rooms are available from the Casino as the higher rooms are held by the Casino until closer to the reservation date depending on the number of high rated players who may be staying on that day.

Thanks roadman3313; I called the Venetian today rather than waste any more time emailing. Glad I did, as they had shifted my last 2 nights to being continued in the Venetian, rather than moving over to the Palazzo as reserved!

Anyway, spoke to a really helpful and lovely supervisor who sorted it all out and made sure that I will be in the Venetian for the first 3 nights, then the Palazzo for the last 2 nights, as I originally booked. I asked about the RA upgrade and she also explained that VIP services will call/email to confirm the actual upgrade a few days before my arrival, but it will be better that the default upgrade given on the system - depending upon rooms available etc, exactly as roadman3313 explained.

So now I'm happy to ignore the PC system which still shows my last 2 nights as Venetian rather than Palazzo, because it most definitely seems to be a quirk of the integrated booking systems showing the wrong property name. But, in my case at least, it was worth calling to clarify it all.

Glad everything worked out. :)

Update. It all went smoothly on arrival despite PC website. The Palazzo was expecting me at prestige level with a upgrade to a fortuna suite with a view of TI, good for a Platinum Ambassador . They had also linked my points stay for the next 4 days and as I paid the prestige upgrade fee we have been allowed to stay in the suite for our complete stay, so I'm very happy. Suppose all is well that ends well , but still am not to impressed about Pc and there ability to sort there own faults.
Hope this thread has at least been useful to the other members and is the first thread I have started so am pleased I have finally had chance to help other members rather that be a lercher.
Knobby

Thank you! It was indeed a great help as when I saw the booking change on PC.com I wasn't taken off guard. Just gave them a call and all was set straight and well! Arriving for my visit at the Palazzo later this afternoon. Will post about the experience in the RA thread after check-out! :)

add me to the list of screwed up ressies and wondering whether I should deal with the hotel or some other IHG department?

First, I booked using the Ambassador BOGO, a 2 nt stay (Sat & Sun) at the Venetian.

Later, I booked the preceding Fri nt at the Palazzo.

I then called in a BPG (Best Price Guaranty) & it was approved. I was given a reference number but have nothing in writing.

Now, My Fri night ressie lists the Venetian.

Moreover, the rate was modified from the original booking. However, instead of it now showing as Free ($0.00), it lists a $100/nt rate? :confused::mad:

suggestions as to the best way to resolve both the property & rate switch are appreciated.

Booked a Prestige King Siena Suite at the Palazzo as an RA some months ago, also showing move to 2 Queen Bella Suite at the Venetian (a very significant downgrade). Confirmed with Palazzo that they have the right details but IC is clearly showing the wrong details and the IC iPhone App doesn't display this booking at all even when I search for it.

There are clearly significant IT issues between the property and ICHG systems.

I had an email from my Palazzo contact confirming that having investigated they are now aware of a system issue between IHG and the Venetian/Palazzo and are working on trying to solve it but that everything shows OK at the Palazzo end.

I am tempted to go back and ask them for the reservation number they use in their own system as an additional means of checking.

I had an email from my Palazzo contact confirming that having investigated they are now aware of a system issue between IHG and the Venetian/Palazzo and are working on trying to solve it but that everything shows OK at the Palazzo end.

I am tempted to go back and ask them for the reservation number they use in their own system as an additional means of checking.

Except I don't think that there is any way to check the booking on-line using their res number. I have both my Venetian/Palazzo booking numbers, but there doesn't seem to be any facility to log in to them on their website.

Personally, I have given up worrying about it now - I have it confirmed by email that all is ok, and I have also spoken to a res manager who has also confirmed it's ok. I'll report back after my stay in a couple of weeks.

Yep, this happened to me as well. My Palazzo booking was changed to Venetian, in addition to some other minor changes such as room type and rate. I also had another 1 night Palazzo booking made via their website, but later added my PC number, and on the PC website, it was listed as a Venetian booking.

I called both PC and IC, but neither were able to help, and only re-directed to Palazzo. Not feeling the RA love at all.

Speaking to Palazzo, they didn't understand either, but to them, both bookings were in order, and were for the Palazzo. I received confirmations for both bookings from the Palazzo using Palazzo conf numbers. I think it should be ok, despite what the PC website says.

However, I was planning on submitting this stay for their current $75 Vacation Pay promo, and may end up with issues getting it fulfilled:td:...

Same problem here
Waiting to hear from you guys whats the easiest way to settle this

Hmm, several months ago I had reserved one night at each (partly for minibar purposes, I will admit), and they switched my second night from the Venetian to the Palazzo so I wouldn't have to move--they would have switched it back if I insisted, but as I prefer the Palazzo in any case, and don't love Moet, I decided to just stay there.

Same problem here
Waiting to hear from you guys whats the easiest way to settle this

Call the Palazzo directly and verify that your reservation with them looks good. Write down the Palazzo confirmation number and use it from now on when you call to add your Grazie or check up on anything.

I had no problems with my reservation. From the day I booked to the day I arrived, it looked totally messed up on the Intercontinental website. I called the Palazzo twice between booking and getting to Vegas and both times everything looked as I expected on their end.

I wouldn't worry too much if I were you. If you need to modify or cancel your reservation that might bring up some problems, but otherwise you should be good to go.

*sigh*

My booking has moved also to the Venetian, from the Palazzo. Firing off an email to them now.

Same problem. Checking in today and after reading about this here i checked my reservation:
It has changed from King Suite at the Palazzo to a Queen Suite at the Venetion.
Called their number directly. First agent was completely clueless and sounded like in an outsourced location on a different planet. Asked for supervisor. Was dumped to the switchboard. Explained and they connected me to somebody who immediately knew what the problem was.
She told me a few guests had the same problem, it is a glitch at the IHG system and their system still shows my original reservation.
She also told me as RA i can use the 'invited guests' check in.

Same problem. Checking in today and after reading about this here i checked my reservation:
It has changed from King Suite at the Palazzo to a Queen Suite at the Venetion.
Called their number directly. First agent was completely clueless and sounded like in an outsourced location on a different planet. Asked for supervisor. Was dumped to the switchboard. Explained and they connected me to somebody who immediately knew what the problem was.
She told me a few guests had the same problem, it is a glitch at the IHG system and their system still shows my original reservation.
She also told me as RA i can use the 'invited guests' check in.

As an RA you can use the VIP check in at the Palazzo. It's in its own room to the right of the main check in and is also one entrance to the VIP lounge.

I am somewhat relieved to read I am not the only person who saw the switch to "Venetian Bella" in lieu of Palazzo (anything with a King Bed) ....when I called IC Ambassador # to question they put me on hold to call the hotel, then advised everything is fine, the Palazzo shows we are at the Palazzo and the two systems just are not in sync . I will call the Palazzo directly prior to our Sept 13 arrival.
Now my question for you more experienced travelers is ....would you know what kind of Upgrade might be offered to a regular Ambassador who is not a royal Ambassador? I appreciate the insights from this forum - thanks!

I've checked into the Palazzo today - my PC reservation had changed to a Bella at the Venetian but there was no question on check-in (and thanks to this thread, I hadn't got too worried). This is my third time here as an Amb - upgrade always to a view version of what was booked, with a view to Treasure Island, up the strip to Mirage/Caesar's or the other way to Trump.

Now my question for you more experienced travelers is ....would you know what kind of Upgrade might be offered to a regular Ambassador who is not a royal Ambassador? I appreciate the insights from this forum - thanks!

Hi Medskis

When I went a couple weeks ago, I got an upgrade from a Luxury Suite, to a Fortuna Suite, which was a two level upgrade rather than the usual one. However we were staying on our anniversary, but it was most appreciated. Some hotels do squat on anniversary stays.

In the future, there is a thread dedicated to Ambassador stay reviews here:
http://www.flyertalk.com/forum/intercontinental-hotels-priority-club-inter-continental-ambassador/811838-please-post-your-ambassador-experiences.html

I wish that thread would be stickied, but anyway, you can search it to find stays by other members with reviews and recommendations etc.

Sorry to tag onto this thread, but it looked like the most appropriate one. I have the issue that I can't even get a reservation made at the Palazzo. Everything works fine from room selection over credit card details until I confirm the t&c's and reservation for booking. Then I get a message that the selected room category is not available.

However, regardless of what room category I select none is available even though they are all initially shown after doing the hotel search. Anyone experienced something similar? Trying to book a Luxury Suite for Jan 1-3 2013 on paid rate (currently showing 149 USD which I thought was quite decent considering RA benefits etc.).

I just called the "Resort Services" desk for "Venetian / Palazzo" Resort to confirm our Thursday arrival, having been one of those reservations made via the IC Ambassador rep which shows as Venetian/Bella/2 Queens vs the requested Palazzo / King (regular suite). They confirmed they have our reservation and "special occasion notes" and are expecting us at the Palazzo with upgrade to Luxury View / king.
Can't wait to get there ..................

I booked Palazzo Prestige Luxury Suite for $299 for one night, did a best rate guarantee and it was approved. On Priority Club's website it showed $180 @ Venetian for a Bella View Suite instead.

I called Palazzo's resort services and just asked them to email me a confirmation, which showed the COMP and the correct Prestige Suite. It also had a different confirmation # for Palazzo.

I think when IHG acquired Venetian/Palazzo, the booking engines don't quite get along.

Yes it is a downgrade from Prestige at Palazzo to Ventian because Ventian does not have a concierge/lounge level. The lounge is great at Palazzo. Breakfast, snacks, cocktail hour included as well as private check in level.

I have booked a couple of times and it always shows bella venetian even though i book palazzo
I called the res agents and they say yes indeed you are at venetian so I checkin at venetian and they say what are you doing here your booking is palazzo. walk all the way to palazzo and checkin
happens every time
they really need to get this sorted out its a real drama.

I have booked a couple of times and it always shows bella venetian even though i book palazzo
I called the res agents and they say yes indeed you are at venetian so I checkin at venetian and they say what are you doing here your booking is palazzo. walk all the way to palazzo and checkin
happens every time
they really need to get this sorted out its a real drama.

ditto- 3 times in a row- I just ignore it now and go to Palazzo

Booked a Bella View suite at the Palazzo - but has been changed to exact same room but at the Venetian. Reading this thread it seems like a computer glitch..
But, being an ambassador, is the upgrade better or worse at the venetian compared to palazzo? Not being RA, but merely Gold Ambassador, I assume I will not be upgraded to Prestige level?

any insight whatsoever is truly appreciated :)

dont know which upgrade is better, but no one, not ambassador not royal ambassador, gets upgraded to prestige.

+1

Usually Upgrades are better at Venetian....but Palazzo is a nicer property. I personally am very happy at the Venetian and it is nice. Your upgrade most likely will be from your given room type, to a view room or something of that nature. Dont expect multi-level upgrades here, but I have enjoyed my stays.