American Express Membership Rewards - FHR Codes for Various Hotel Chains

Inspired by a related thread, I did a search and compiled the following list of FHR codes:

Starwood-267372
Ritz Carlton-FHR (AXC for Centurion)
Hilton/Waldorf/Conrad- N9876464
Hyat-CR60354

Any others?

great post. thanks

Any others?

Hi all,

FYI,
Ritz-Carlton

AMX=American Express Select Rate
AXP=American Exporess Corporate Rate
RTZ=Ritz-Carlton Family Rate

Hyatt Hotel in Vendome paris

Specail offer code "AX408" Cartier offer for Japanse Centurion until April 2006
Rate Description:
Cartier Offer For Centurion Members Features - Cartier Hand Written Message Upon Check-in With the Contact Details of the Japanese Cartier Staff in Order To Take An Appointment. - Continental Buffet Breakfast For Up To Two People - Upgrade Upon Availability To Next Room Category at Time of Check-in - Guaranteed Early 12 Noon Check-in - Guaranteed 4 Pm Late Check-Out - Complimentary Homemade Araguani Venezuela Chocolate Box, Complimentary Minibar Including Mineral Water, Fruit Juices, Chocolate, Olives, Crackers, Half Bottle of Champagne and Wine Value 350 Euros. Cartier Celebrates the Reopening of Its Historical Paris Temple. Presentation of the Exceptionally Unique High Jewellery and Antique Pieces in A Historical Private Room

Specail offer code "AX404" offer for Brazil Platinum cardmember
Rate Description:
Amex Platinum Brazil Promotion - Valid July 1, 2005-August 30, 2005 & October 21, 2005-April 30, 2006 - Tax is Included Features: - Upgrade To Next Room Category, Subject To Availability Upon Check-in. - Continental Breakfast - Complimentary Minibar Including Champagne - Vip Amenities - Guaranteed Early 12noon Check-in - Guaranteed 4pm Late Check-Out - When Staying 3 Consecutive Nights, Receive the 4th Consecutive Night Free. Free Night is Deducted Upon Check-Out

Mandarin Oriental

AMEXMO=American Express Seasonal Choice Rate
And I know the Mandarin Oriental Centurion Program and FHR codes.

However,MO offical reservation page does not work.
Does anyone know about this?

Thx,

Mandarin Oriental

And I know the Mandarin Oriental Centurion Program and FHR codes.



What is the MO FHR code? Would love to know! :D

For Loews, at least Portofino Bay Hotel, FHR pulls up their FHR rates.

Where do these codes get entered? How about the Starwood one for example?

Where do these codes get entered? How about the Starwood one for example?In the Coprorate/SET box on the Starwood site, or similar boxes on other sites (rate code, corporate code, etc.). Note that this is only useful for checking rates, you still must call Platinum/Centurion Travel Services to actually book the rates and receive the benefits.

Does anyone know Bellagio FHR code?

Thanks.

Inspired by a related thread, I did a search and compiled the following list of FHR codes:

Starwood-267372
Ritz Carlton-FHR (AXC for Centurion)
Hilton/Waldorf/Conrad- N9876464
Hyat-CR60354

Any others?

Any others?


Marriott is also FHR and AXC just like Ritz Carlton.

Even though they operate two seprate websites, when I put code in for South Beach RC, the RC site responded by "rate plan is unavailable and gave me a code for the 'nearby' Marriott family Boca Raton resort.

I'd really like a code for Four Seasons.
quality & value vary by each property of course.
But I think snince the relationship with Marriott that RC has gone way down hill.
RC will have some bad properties.
Whereas as all F.S. are great.

you mentioned you were insrired by "related threads."
Could you post a link to the related threads?
Thanks

My recent Conrad FHR stay had

Corporate Discount code: N0002690

you mentioned you were insrired by "related threads."
Could you post a link to the related threads?
Thanks

try: http://www.flyertalk.com/forum/showthread.php?t=413742&highlight=fhr+code

What is the MO FHR code? Would love to know! :D

Yeah...does anyone know this or the Peninsula Code? Thanx.

thanks kuroneko for the thread ^
thanks huge al for the bump ^

this is going into the sticky

Just to send does anyone have the Pennsulia FHR/Cent codes?

Hi all,

FYI,
Ritz-Carlton

AMX=American Express Select Rate
AXP=American Exporess Corporate Rate
RTZ=Ritz-Carlton Family Rate


Thx,


Ritz Centurion is AXC

Starwood-267372

So, I've used this one for quite a while when comparing corporate rates and other discounts. About two weeks ago, I used it to check a rate at the St. Regis in SF (I ended up finding a cheaper corporate rate). I went to use it today for another property and it didn't take saying there was an error in my corporate code. I checked tons of other properties I've used it at for all kinds of dates into the next year and got the same error message. Did *wood change the code?

So, I've used this one for quite a while when comparing corporate rates and other discounts. About two weeks ago, I used it to check a rate at the St. Regis in SF (I ended up finding a cheaper corporate rate). I went to use it today for another property and it didn't take saying there was an error in my corporate code. I checked tons of other properties I've used it at for all kinds of dates into the next year and got the same error message. Did *wood change the code?

I am also unable to check starwood rates using this code 267372. Is there a new one?

Using the FHR code on the Ritz Carlton website gives me a better rate than the AMEX Rep over the phone. Anybody been rejected because they booked FHR over the web instead of through a CSR?

Using the FHR code on the Ritz Carlton website gives me a better rate than the AMEX Rep over the phone. Anybody been rejected because they booked FHR over the web instead of through a CSR?

If you read T&C on Ritz Carlton website for FHR it specifically states that it has to be booked through AMEX.


PS: I was going to post FHR T&C from Ritz Carlton website and it does not let me check rates on FHR or AXC. It states it is restricted. I certainly hope they did not close our only way to check rates without calling Platinum or Centurion travel servcies. Is anybody else experiencing this?

Pardon my ignorance, but what is an FHR code?

( I did a search and was code that not valid, less than 4 characters... )

Pardon my ignorance, but what is an FHR code?

( I did a search and was code that not valid, less than 4 characters... )

Yes, very annoying "feature" of the search function, isn't it? Makes you wonder what the webmaster was thinking, esp when you consider that all airport codes and many valid words are three letters long! :mad:

Ahem, back to your question - FHR refers to the "fine hotels and Resorts" program for Platinum/Centurion American Express cardholders.

An FHR code as used in the context of this thread is the code one would use to search the website of an FHR participating property to determine the rate and availability.

Using the FHR code on the Ritz Carlton website gives me a better rate than the AMEX Rep over the phone. Anybody been rejected because they booked FHR over the web instead of through a CSR?

I'd ask the rep to match the rate you found on the web. I wouldn't necessarily say you found the rate by using the FHR code, but maybe say that you had checked the rate earlier and was quoted that rate. Can't hurt to ask.

Thank you, kuroneko. As I have a Plat AMEX, I think I am eligible! @:-)

Pardon my ignorance, but what is an FHR code?

( I did a search and was code that not valid, less than 4 characters... )

Fine Hotel and Resort Program. It is only available to Platinum and Centurion Card holders. Theres a sticky at the the top of the AmEx forum.

Yes, very annoying "feature" of the search function, isn't it? Makes you wonder what the webmaster was thinking, esp when you consider that all airport codes and many valid words are three letters long! :mad:


I can tell you that they are beta-testing a 3-letter search feature. There are some technical difficulties associated with rolling this out, and I'm definitely not technical enough to explain them. However, I do believe we are working towards a satisfactory resolution to this.

Pardon my ignorance, but what is an FHR code?

( I did a search and was code that not valid, less than 4 characters... )

Hers is a link with a list of properties and amenities for FHR:


https://www134.americanexpress.com/travelfhr/PlatCCSGServlet?request_type=fhr&action=1&lang=en&ctry=us&pdtyp=ccsg&cdtyp=plat

Thanks, TAHKUCT. That Amex page only gives a 1-800 number to call, so i assume to book just plug in one of these codes on the respective site (SPG, Hyatt, FS, etc.), and hope for the best?

Thanks, TAHKUCT. That Amex page only gives a 1-800 number to call, so i assume to book just plug in one of these codes on the respective site (SPG, Hyatt, FS, etc.), and hope for the best?

Unfortunately you cannot book it online. You have to call Platinum Travel services to book. However on some of the websites (lie www.ritzcarlton.com)you can check FHR rate before you call.

Ok, this is my experience.

I went to Ritz website to check the FHR rate, and call PTS to book that rate.
PTS CSA cannot see the rate I saw. So I make the reservation on Ritz website, called the PTS back, and told her my reservation confirmation information on Ritz website, she contact the hotel direct and they discuss for a while and came back saying they will honor my reservation from the website, but warn me don't do that again, because they(Ritz) will not honor any web reservation for FHR program.

To SASfan, just want to make sure you do have the 450$(US) per year platinum charge card not the platinum credit card in order to get the FHR benefit.

Well, it seems like it's no longer possible to check FHR rates for the Ritz-Carlton online. I hope it's temporary. It was working less than 8 hours ago.

Well, it seems like it's no longer possible to check FHR rates for the Ritz-Carlton online. I hope it's temporary. It was working less than 8 hours ago.

Hi,
As you said,RC online no longer possible to check FHR/AXC rates.
Howerver, if you would like to know FHR/AXC rates or available rooms, you should access to the Germany Centurion/Platinum Card Online Reise-Service.
If you access to Reise-Service, you can check FHR/Centurion program rates:)

thanks,
masahiro

Hi,
As you said,RC online no longer possible to check FHR/AXC rates.
Howerver, if you would like to know FHR/AXC rates or available rooms, you should access to the Germany Centurion/Platinum Card Online Reise-Service.
If you access to Reise-Service, you can check FHR/Centurion program rates:)

thanks,
masahiro


How can on access it? Do you have a link?

Thanks

How can on access it? Do you have a link?

Thanks

I can tell you a Reise-Service url.
Please click here (http://amex.start.de/classes/smp.products.ach.ActGoAch?ref=1&customer_id=amex_cc).

Also, you should click the Hotel suchen.
Please input city code,check-in/out and hotels name or Hotels code.
Unfortunately, all languages are German.
But you can find some FHR/Centurion rates and room types.
Enjoy!

thanks,
masahiro

Wow. This is a major blow to the FHR program at Ritz's. I always check them first. Now I have to call... :(.

youre kidding? i was just using it the other day. it literally just happened?

Please correct the following and try again.
- RESTRICTED for both axc and fhr

this might have an actual impact on their business, as i believe drivingrain for example said it was one of the reasons they booked with RC so often.

i wonder if centurion cardholders could call RC and get them to put the code back in their online system?

at least the german and french sites are still up.

youre kidding? i was just using it the other day. it literally just happened?

for both axc and fhr

this might have an actual impact on their business, as i believe drivingrain for example said it was one of the reasons they booked with RC so often.

i wonder if centurion cardholders could call RC and get them to put the code back in their online system?

at least the german and french sites are still up.


This will definitely affect my business! I would always look their first if I could! I wonder why they took it away!

This will definitely affect my business! I would always look their first if I could! I wonder why they took it away!

I just want to mention, again, how pissed I am they did this. :mad:

I can tell you a Reise-Service url.
Please click here (http://amex.start.de/classes/smp.products.ach.ActGoAch?ref=1&customer_id=amex_cc).

Also, you should click the Hotel suchen.
Please input city code,check-in/out and hotels name or Hotels code.
Unfortunately, all languages are German.
But you can find some FHR/Centurion rates and room types.
Enjoy!

thanks,
masahiro

Thanks. I will give it a try.

I can tell you a Reise-Service url.
Please click here (http://amex.start.de/classes/smp.products.ach.ActGoAch?ref=1&customer_id=amex_cc).

Also, you should click the Hotel suchen.
Please input city code,check-in/out and hotels name or Hotels code.
Unfortunately, all languages are German.
But you can find some FHR/Centurion rates and room types.
Enjoy!

thanks,
masahiro

Can you explain exactly where to put the City code and Hotel name? Im having a hard time with the German. ;)

Can you blame R/C for making it inaccessible on the internet? My guess is it was being used often by people who aren't Amex Platinum or Centurion Cardmembers to receive rates, upgrades and amenities they weren't entitled to.

The good thing is, now the best goodies from Ritz Carlton will be more available for the Cardmembers they were intended for.

Can you explain exactly where to put the City code and Hotel name? Im having a hard time with the German. ;)

Hi,


You should put the city code on Flughafen oder Stadt.
Anzahl Reisende is a number of people.
Anreise is check-in. Abreise is check-out.
You should put the hotels name on Suche nach Namen.
Or, you should put the hotels code on Bevorzugte Hotelketten.
Finally, you should click the Abfrage staren.

Incidentally, France and Germany has Reise-Service online.
In addition, AmEx informs these online website to Cent/Plat members.
I think no problem, even if a lot of people learn these FHR/Cent program rates.
Because these rate and benefits are for only Cent/Plat members.
Also, we have to booking through CTS/PTS.
These rates and benefits are privileges of CENTURION/PLATINUM cardmembers.



thanks,
masahiro

I partly agreed with Travelstar. There are "PEOPLE" out there will take advantage of stuff that they are not suppose to. I do know for a fact, you can cancel your reservation directly using the hotel website (like SPG or Ritz) without going throught PTS by using the confirmation code on the reservation letter PTS supply. So really, I do see how people who is "not" platinum can make reservation and get the benefit.

But until AE allow PLAT & Cent member to book the FHR on-line without the help of PTS, the codes are really useful, because the truth is some CSA are really not that helpful in getting the best "deal" or information for the FHR.:mad:

This is very annoying. I always used the Ritz website to check the rates and availability (and what was included in the rate) for the Centurion rates. Unfortunately you just simply cannot get this level of information by calling CTS, and it was far more efficient to review the room types, rates and what is included before calling CTS. For example, I was able to learn that booking a regular suite at the Jamaica Rose Hall Ritz not only got me the confirmed upgrade into that suite, but also club access. CTS folks were clueless, but I was able to print the rate rules from the website.

This needs to be fixed. They should be able to block the ability to book online, while still allowing the rates to be viewed.

Not to mention that a number of times when booking through PTS at the RC, I've been quoted incorrect rates (eg weekday rate instead of weekend rate). By checking online first, I've been able to politely remind PTS folks about the rate that they missed. I will also be seriously irritated by this!

it CLEARLY stated on the RC site, right there when looking at "FHR" or "AXC" rates, that they MUST be booked through PLATINUM/CENTURION travel services.

so its NOT accurate that there were people booking AXC rates when they didnt have a centurion card.

the only thing where that kind of thing happened was people getting hilton gold or whatever it was by plugging AXC into a webform on the hitlon site.

I can tell you a Reise-Service url.
Please click here (http://amex.start.de/classes/smp.products.ach.ActGoAch?ref=1&customer_id=amex_cc).

Also, you should click the Hotel suchen.
Please input city code,check-in/out and hotels name or Hotels code.
Unfortunately, all languages are German.
But you can find some FHR/Centurion rates and room types.
Enjoy!

thanks,
masahiro

Thanks again for the link. I have not realized, but by putting a specific hotel name you can look it up FHR rate at any FHR property. The only thing you should brush up on some German. Then, take a rate in Euro and type it in Google Search (For example 175.2 Euro) and you will get conversion in US $

there is also the french platinum site as well, masahiro mentioned it in the sticky

it CLEARLY stated on the RC site, right there when looking at "FHR" or "AXC" rates, that they MUST be booked through PLATINUM/CENTURION travel services.

so its NOT accurate that there were people booking AXC rates when they didnt have a centurion card.

the only thing where that kind of thing happened was people getting hilton gold or whatever it was by plugging AXC into a webform on the hitlon site.Just because it says that in the rate rules does not mean people weren't booking it. In fact, since it was coming up on the website I would bet it could be booked.

I am very unhappy with this change - to add insult to injury, when I tried to cancel a reservation booked through CTS online, I got the same "restricted" message, and had to call Ritz to cancel. What a waste of time.

In any event, my complaints to Ritz on this issue finally made their way to someone with knowledge of the situation who wrote the following:

After I responded to you yesterday regarding your comments on the American Express Centurion rates and your availability to view matters on-line, I contacted our Corporate Offices. I have received a response from them that this is an American Express issue and American Express has mandated how reservations are made. American Express has asked The Ritz-Carlton Hotel Company to block this information because it is a qualified program, which is why you are unable to view it anymore. If you are dissatisfied with the reservation process, you need to address your complaint to American Express.

The Ritz representative also gave me two e-mail addresses of people to raise the matter with at AMEX (although I have no idea what their titles are). I will wait to see what response I get, before posting those e-mail addresses for others to weigh in too.

I am very unhappy with this change - to add insult to injury, when I tried to cancel a reservation booked through CTS online, I got the same "restricted" message, and had to call Ritz to cancel. What a waste of time.

In any event, my complaints to Ritz on this issue finally made their way to someone with knowledge of the situation who wrote the following:

After I responded to you yesterday regarding your comments on the American Express Centurion rates and your availability to view matters on-line, I contacted our Corporate Offices. I have received a response from them that this is an American Express issue and American Express has mandated how reservations are made. American Express has asked The Ritz-Carlton Hotel Company to block this information because it is a qualified program, which is why you are unable to view it anymore. If you are dissatisfied with the reservation process, you need to address your complaint to American Express.

The Ritz representative also gave me two e-mail addresses of people to raise the matter with at AMEX (although I have no idea what their titles are). I will wait to see what response I get, before posting those e-mail addresses for others to weigh in too.

Why would AMEX to ask them to block this unless too many people have booked this online who were not Centurion or Platinum card members and RC didn't bother check it so AMEX had to compensate too much to RC otherwise looks like the old pinball argument like it was when Starwood Platinum Preferred got revoked and both were blaming the other party - let's see how this unfolds. Or maybe AMEX really only gets the commission if they book it - I don't know.

Strikes me that it is the commission issue. Before Ritz added the specific statement to the rules that it had to be booked through CTS (and sometimes after), I would routinely book it myself online. This was for the simple reason that it took 30 seconds to book it myself online and 10 minutes to call CTS, get a travel counsellor, recite my name and account number, say "No, I said New York Central Park, not South Beach", have them qoute me the wrong rates, and them I would correct them, have them put me on hold while they called the hotel, and then finally wait for an hour to get a confirmation from them by e-mail.

Which goes to the issue of why the Centurion website is nothing more than an electronic version of the benefits book, and we can't book travel, make concierge requests, make fine dining reservations (anyone use opentable.com), etc., online without having to call AMEX.

The Ritz representative also gave me two e-mail addresses of people to raise the matter with at AMEX (although I have no idea what their titles are). I will wait to see what response I get, before posting those e-mail addresses for others to weigh in too.

We look forward to your response here. I would add to this my chronic complaint about having to book Fine Hotels and Resorts using the Platinum Travel Service Line. It simply takes too much time. I can't believe Amex can't devote a secure webpage for Plat/Cent clients only to book these rooms online. It would save Amex on staffing the phone desks alone, not to mention provide a more efficient service to their customers.

We look forward to your response here. I would add to this my chronic complaint about having to book Fine Hotels and Resorts using the Platinum Travel Service Line. It simply takes too much time. I can't believe Amex can't devote a secure webpage for Plat/Cent clients only to book these rooms online. It would save Amex on staffing the phone desks alone, not to mention provide a more efficient service to their customers.


Exactly what I said.

We look forward to your response here. I would add to this my chronic complaint about having to book Fine Hotels and Resorts using the Platinum Travel Service Line. It simply takes too much time. I can't believe Amex can't devote a secure webpage for Plat/Cent clients only to book these rooms online. It would save Amex on staffing the phone desks alone, not to mention provide a more efficient service to their customers.

the problem for me are the centurion benefits with AXC, I can book any FHR rate online through the German Centurion Website even the mandarin oriental program is bookable online, but the AXC benefits for one reason never show up on the online travel site - and if I call the German CTS it takes me 15 minutes to explain what they have to book - without that online information I fear I am gonna have a hard time getting the guaranteed upgrades. I mean just now the for weekend I have at the Ritz Carlton a guaranteed club floor room for 199 USD and it wouldn't surprise me if they further upgrade me to a suite.

While I agree booking through PTS/CTS is a pain in the ***, I believe one of the reasons they require it be booked through them is that PTS/CTS needs to know who is booked on these rates because they contact the hotels each day with a list of scheduled FHR arrivals to assure they are given the appropriate amenities.

All that being said, I 100% agree that AMEX needs to provide online search and booking functionality for FHR ... I would venture to guess that they would see a *huge* increase in FHR usage if they did this, which I think would be a good thing. Of course, maybe FHR is actually a money-loser for AMEX and they don't want it used too much.

I believe one of the reasons they require it be booked through them is that PTS/CTS needs to know who is booked on these rates because they contact the hotels each day with a list of scheduled FHR arrivals to assure they are given the appropriate amenities.




Beckles, I think I generally - no always agree with what you say, but where in the world did you come up with this one? I find with rare exceptions (SF Ritz comes to mind) I am lucky if the hotel acknowledges that I am booked under a Centurion or FHR rate and confirms all the amentities at check-in without prompting.

beckles did NOT say they would honor it.

i will wager that people would complain after booking with the hotel because they didnt READ the terms. so amex said, fine - you want to complain? then well just remove the ability to see it online. no more confusion.

im pretty sure i remember at least one such person making a post saying they did exactly that in this forum.

Beckles, I think I generally - no always agree with what you say, but where in the world did you come up with this one? I find with rare exceptions (SF Ritz comes to mind) I am lucky if the hotel acknowledges that I am booked under a Centurion or FHR rate and confirms all the amentities at check-in without prompting.How many of your stays were you booking without going through PTS/CTS? Some hotels are going to provide crappy service no matter what, I'm not sure that disproves what I said at all.

When I check into the Portofino Bay Hotel in Orlando (the only hotel I've used PTS at), they give me a card and envelope from PTS, so there is obviously some coordination between the hotel and PTS beyond just passing of an electronic reservation.

I have used CTS for lots of stays - Mandarin in DC and New York, numerous Ritz stays (SF, NY Central Park, Cancun, Grand Cayman, Jamaica, etc.), Portofino, Four Seasons Scottsdale and Palm Beach...

My experience has been that about 50-75% of the time I get the pre-printed card, which recites the standard FHR benefits. At the Ritz in SF, I got a wonderful letter which specifically set forth the Centurion benefits in great detail - such as explaining the breakfast would be posted as a dollar amount credit, and could be used for the continental, something more, by room service, etc. The bill was 100% in order on check-out.

But there are still 25-50% of the hotels where it required prodding and reminding them before anyone acknowledged any benefits - and then at check out, another discussion so things like the breakfast would come off. At the Mandarin in DC, they routinely fail to credit the breakfasts and the free night (happened two years in a row on the free night, and multiple times on the free breakfast).

I think the FHR/AXC rates are simply just another package plan for the hotels. Some do a better job than others reviewing the inclusions on packages and having them set up for arriving guests. I can't imagine there is any involvement by AMEX - the task would be daunting for an organization that was - well organized - and CTS is less than organized in my view.

As for booking without CTS, it was probably a handful of stays at most. I'd really like to see an online booking tool - but at least if they restore the Ritz viewing capability on the Ritz website I can do the research and then e-mail my travel counsellor, which is almost as good as real time online booking.

... and we can't ... make concierge requests, ... online without having to call AMEX.
If you have a profile with Plat (and/or presumably, by extention Cent) Concierge, you can E-mail them at [I had put an E-mail address here, but thought better of it- but it's the same one they send E-mail confirmations from, so use that] and they'll contact you back.

I use it for non-realtime requests.

If you have a profile with Plat (and/or presumably, by extention Cent) Concierge, you can E-mail them at [I had put an E-mail address here, but thought better of it- but it's the same one they send E-mail confirmations from, so use that] and they'll contact you back.

I use it for non-realtime requests.

I have tried an email option, but nobody ever replies to me or calls me back.

TAHKUCT, weren't you also once telling me that you weren't getting your FHR confirmations from PTS, either via E-mail (or they were significantly delayed)?

If it wasn't you I remember telling me that, forgive me, but perhaps their reply E-mails are being SPAM-filtered, or otherwise blocked (or your profile E-mail address isn't right)? (They do always include a couple of gigabytes of legalese at the bottom, so maybe that's trapping the filters?)

TAHKUCT, weren't you also once telling me that you weren't getting your FHR confirmations from PTS, either via E-mail (or they were significantly delayed)?

If it wasn't you I remember telling me that, forgive me, but perhaps their reply E-mails are being SPAM-filtered, or otherwise blocked (or your profile E-mail address isn't right)? (They do always include a couple of gigabytes of legalese at the bottom, so maybe that's trapping the filters?)

I could of had reported some delays earlier in the year, but I don't remember myself. I do get emails after my call usually within few hours now and they do not go into spam.

Unfortunately you just simply cannot get this level of information by calling CTS, and it was far more efficient to review the room types, rates and what is included before calling CTS.


This needs to be fixed. They should be able to block the ability to book online, while still allowing the rates to be viewed.

^

This wrinkle of pricing transparency at the Ritz drove bookings to them for me over the competition. This is a major loss for Ritz Carlton IMO

^

This wrinkle of pricing transparency at the Ritz drove bookings to them for me over the competition. This is a major loss for Ritz Carlton IMO

Agreed, It's the ONLY reason I've stayed there numerous times over the last 3 years. Since I don't get any points from a stay there the only incentive is finding a low priced FHR rate. I WILL NOT call Amex travel to ask for what's available because whenever I do they always offer a higher rate than what shows online. I always need to push them to look for a "lower" rate until they "find" the one that I already knew was there. It was a game and now I would not know if I were getting the best rate or not so I won't bother with Ritz Carlton anymore.

I am very unhappy with this change - to add insult to injury, when I tried to cancel a reservation booked through CTS online, I got the same "restricted" message, and had to call Ritz to cancel. What a waste of time.

In any event, my complaints to Ritz on this issue finally made their way to someone with knowledge of the situation who wrote the following:

After I responded to you yesterday regarding your comments on the American Express Centurion rates and your availability to view matters on-line, I contacted our Corporate Offices. I have received a response from them that this is an American Express issue and American Express has mandated how reservations are made. American Express has asked The Ritz-Carlton Hotel Company to block this information because it is a qualified program, which is why you are unable to view it anymore. If you are dissatisfied with the reservation process, you need to address your complaint to American Express.

The Ritz representative also gave me two e-mail addresses of people to raise the matter with at AMEX (although I have no idea what their titles are). I will wait to see what response I get, before posting those e-mail addresses for others to weigh in too.

It's probably because people know the rates and when they call to book they ask for the lowest rates available and won't settle for less. I know from experience that every time I call they always offer me a higher rate than what I know is there, and I push for a lower rate and they very slowly offer me the low rate I know they have. This happens even though I ASK for the lowest rate they have in the first place. I think they want the code blocked to keep the commissions up.

I had the opportunity to have a fairly lengthy telephone conversation with an individual at AMEX who told me he is in charge of the FHR program. Although there was not much in the way of positive changes that came out of the conversation, it was helpful to at least be able to speak to someone who was intelligent and clearly knowledgeable about the facts.

Among the things I heard:

-The rates were taken off the Ritz website (and also Starwood and Hilton) at AMEX's request. In fact, I was told that Starwood and Hilton did it right away, but that Ritz resisted and was slow to act on AMEX's request.

-AMEX does not want them out there because: (a) they don't want non-Centurion customers to be able to book those rates; and (b) they don't want competitors to be able to see the rates. [Since it seems to me there are a variety of ways to police the booking situation, it strikes me this is really about b - AMEX does not want its competitors to be able to see the negotiated rates it has with Ritz. Interesting that they would chose to inconvenience their cardmembers for what is a very obscure business risk in my view.]

-AMEX recognizes that they need greater online service - particularly the ability to book travel online. At the same time, there is no development timetable or deadline. [It sounded to me like this continues to be years off.]

-The individual I spoke with was surprised to hear of the complaints we all have expressed in regard to getting accurate information from CTS/PTS in regard to FHR and Centurion rates and amenties. He said he forwarded my original e-mail to the travel folks for further comment. [I emphasized that I thought many of the CTS agents did a great job, but that it struck me that the screens they must be viewing could not have had the same detail as what I could see on the Ritz website - which always resulted in a call to the hotel directly by the CTS agent. This was a typical occurence for Ritz and Mandarin bookings I noted.]

-The individual I spoke with was clearly familiar with flyertalk and had reviewed this thread and others relating to the FHR program.

So the bottom line is that AMEX made a conscious decision here, and has no intention of changing their position. I have to say that what troubles me most about my Centurion membership and relationship with AMEX is that they routinely bungle the opportunities to develop good will and further the relationship where the dollar cost is minimal. I have passed comments on to customer service, to higher ups, been on focus groups, completed surveys, etc., but they just can't seem to get it! It is interesting - this month is my 25 year anniversary as an AMEX cardholder. I haven't even attempted to tally up the volume of business I have given them over those years, but a rough guess is $2 million - $3 million or more. Yet I haven't even received any acknowledgement of my loyalty as a customer, let alone something tangible like a card, token gift, or something of real value (fee waiver?!). I am never quite sure if it is arrogance or ignorance!

Since the individual I spoke with is monitoring this thread, and has seen all the comments, I don't see any purpose in subjecting him to a barrage of e-mails by posting his contact information. Suffice it to say they have apparently heard the complaints and see no reason to change their position. Very disaapointing, to say the least.

Wow, astonishing (and disappointing report). Thanks for getting back with us. I am a lowly Platinum, but if I were paying Centurion fees, I'd seriously reconsider my investment with Amex. Can someone do the head to head with Centurion vs. Virtuoso on travel planning?

I am particularly frustrated in their retarded pace to online bookings. It defies explanation.

Wow, astonishing (and disappointing report). Thanks for getting back with us. I am a lowly Platinum, but if I were paying Centurion fees, I'd seriously reconsider my investment with Amex. Can someone do the head to head with Centurion vs. Virtuoso on travel planning?

I am particularly frustrated in their retarded pace to online bookings. It defies explanation.

It seams that there is a different pace with regard to online booking tools in the different countries. With Centurion Card Germany you already have a pretty powerful booking engine for eveything based on the START system. In the hotel area most of the FHR rates are loaded and can be booked online. although with Ritz Carlton I always had problems to view the Centurion benefits in comparision to the FHR benefits, and there I also had the problems with CTS. The Mandarin Oriental program for Centurion can here be seen under Centurion Designer Program. What bugs me on this system is that I don't have the possibility to cancel online any reservations but I always have to call CTS to get it done, it is a bit of a waste of time.

What bugs me on this system is that I don't have the possibility to cancel online any reservations but I always have to call CTS to get it done, it is a bit of a waste of time.

and they are simply inefficient at cancelling reservations. I average 2 to 3 failed reservation cancels per year with CTS. So the no-show charge hits my account, which causes me to go through the drawn out charge reversal with Cent customer service. What a pain in the -you-know-what. I really loathe CTS b/c of this. We need full internet booking ASAP!

and they are simply inefficient at cancelling reservations. I average 2 to 3 failed reservation cancels per year with CTS. So the no-show charge hits my account, which causes me to go through the drawn out charge reversal with Cent customer service. What a pain in the -you-know-what. I really loathe CTS b/c of this. We need full internet booking ASAP!

I had the same experiencing with my Toronto reservations in May. We initially booked Sutton Place (2 rooms), but then called Platinum Travel services and changed it to Four Seasons. The rep did cancel one room, but the other one was charged to my account as a no show just few weeks ago.
Called Platinum services and they told me that they no longer can pull up my reservations due to the fact they only keep it in the system for up to 2 month. So I had to file a dispute. Just to speed up the process, I called Sutton Place and they gave me a credit (they saw one room was canceled and another one was not)

It is just frustrating that Platinum Travel services cannot even fix their own mistake

BeantownFlyer, thanks for the detailed report. ^

other cent cardholders are noticing >
http://flyertalk.com/forum/showthread.php?t=730385

recap of current sites to look (not book) >
Unfortunately,this URL is no longer available.
If you would like to use the AmEx Online system,you can use DE CENT (http://amex.start.de/classes/smp.products.ach.ActGoAch?ref=1&customer_id=amex_cc)/PLAT (http://amex.start.de/classes/smp.products.ach.ActGoAch?ref=1&customer_id=amex_pc) or FR (http://amex.start.de/FRENCH/index.htm?card=pc) online website.

If you use that systems, you can know some rates(FHR,SLH,Centurion program rates,etc)

thanks,
masahiro

I have noticed that I cannot see FHR anymore on Centurion German site. Has anybody else noticed the same?

It continually amazes me that Amex refuses to join the 21st century and offer online booking of FHR.

As others have posted, it is ridiculously time-consuming to call PTS and book anything. It strikes me as very ironic that I'm booking luxury hotels and cruises, yet nothing about the booking experience is pleasant or luxury-oriented. I'm sick of waiting on hold, having to provide all my information each time, etc.

The PTS phone reps are not well-informed. (It's ridiculous to call them travel counselors, as most of them know virtually nothing about travel destinations, hotel properties or cruise lines. I don't think most of them have ever left the phone room.)

I'm really just disgusted with PTS in general and consequently have recently switched to booking everything through a Virtuoso agent, who has so far gotten me the same or better benefits. He provides me with a single point of contact, useful insights, and best of all, the ability to reach out to him by e-mail and get things booked quickly and conveniently!

I'm undecided about continuing to pay the big bucks for my Platinum Business card. There are some other benefits, but FHR is no longer a factor in my decision.

some countries allow some online searching/booking >
http://flyertalk.com/forum/showpost.php?p=7836097&postcount=36

some FHR upgrades/etc are better than virtuoso. (but especially moreso with centurion rather than platinum)

you can also make note of the extension of PTS agents that you find are good/booking with/etc and call them directly. youre just not assigned one with platinum like you are with centurion.

It continually amazes me that Amex refuses to join the 21st century and offer online booking of FHR.

As others have posted, it is ridiculously time-consuming to call PTS and book anything. It strikes me as very ironic that I'm booking luxury hotels and cruises, yet nothing about the booking experience is pleasant or luxury-oriented. I'm sick of waiting on hold, having to provide all my information each time, etc.

The PTS phone reps are not well-informed. (It's ridiculous to call them travel counselors, as most of them know virtually nothing about travel destinations, hotel properties or cruise lines. I don't think most of them have ever left the phone room.)

I'm really just disgusted with PTS in general and consequently have recently switched to booking everything through a Virtuoso agent, who has so far gotten me the same or better benefits. He provides me with a single point of contact, useful insights, and best of all, the ability to reach out to him by e-mail and get things booked quickly and conveniently!

I'm undecided about continuing to pay the big bucks for my Platinum Business card. There are some other benefits, but FHR is no longer a factor in my decision.

I agree, I just booked a stay that I am unfortunatly going to have to cancel due a change of plans. For simple arrangements some kind of online arrangements would be easier for most of us and certainly more cost effective for AMEX.
Of course I would not want to give up the option of phone bookings.

some FHR upgrades/etc are better than virtuoso.

That is true in some cases. Luckily I found out my Virtuoso agent can book FHR too! So I can have the best of both worlds and I won't be calling PTS myself ever again if I can help it. I can't believe I didn't know about this all along.

you can also make note of the extension of PTS agents that you find are good/booking with/etc and call them directly. youre just not assigned one with platinum like you are with centurion.

Good to know! So far I haven't gotten a good one, unfortunately...

yup, apparently PTS/CTS allow outside agents to book for cardholder clients (so outside agent gets commission) as a service to the cardholder

Thanks again for the link. I have not realized, but by putting a specific hotel name you can look it up FHR rate at any FHR property. The only thing you should brush up on some German. Then, take a rate in Euro and type it in Google Search (For example 175.2 Euro) and you will get conversion in US $

You could always try using this link... http://www.google.com/translate_t you can put in any web page in the slot then select lang vwallah... its all in English:)

You could always try using this link... http://www.google.com/translate_t you can put in any web page in the slot then select lang vwallah... its all in English:)

Great find. Thanks

Apologies if already posted but according to the German centurion site the 2008 FHR rates are now available.

Does anyone else have problems getting rates for certain destinations on the German site? Namely LAS and MIA South Beach FHR hotels on anyday of the week so it is not a weekend availability problem,when i ring Amex they are usually able to give me a FHR rate.

Unfortunately I cannot find the FHR-rates through the German Amex-sites anymore!

The only one that still works is the French one:

http://amex.start.de/FRENCH/index.htm?card=pc

And it also shows rates for cities like Las Vegas were you did not even get a rate through other Amex-Sites (tried the RC on the German site - no rate - but works fine with the French one!)

It continually amazes me that Amex refuses to join the 21st century and offer online booking of FHR.

As others have posted, it is ridiculously time-consuming to call PTS and book anything. It strikes me as very ironic that I'm booking luxury hotels and cruises, yet nothing about the booking experience is pleasant or luxury-oriented. I'm sick of waiting on hold, having to provide all my information each time, etc.

The PTS phone reps are not well-informed. (It's ridiculous to call them travel counselors, as most of them know virtually nothing about travel destinations, hotel properties or cruise lines. I don't think most of them have ever left the phone room.)

I'm really just disgusted with PTS in general and consequently have recently switched to booking everything through a Virtuoso agent, who has so far gotten me the same or better benefits. He provides me with a single point of contact, useful insights, and best of all, the ability to reach out to him by e-mail and get things booked quickly and conveniently!

I'm undecided about continuing to pay the big bucks for my Platinum Business card. There are some other benefits, but FHR is no longer a factor in my decision.

I strongly agree.
I have Centurion from United Kingdom, but I will not renew it for 2008 since the UK Centurion Travel Service has very low expertice and they do not know that e-mails exist.

I can tell you AmEx is well aware of these concerns. An effort is underway to enable web booking of FHR, but it is not a quick fix, nor does it appear to be priority #1. Emails and letters to Amex corporate may help. In addition, there appear to be factions within AmEx corporate structure who feel the status quo is acceptable. I encourage you to communicate your wishes (as wel as with concrete examples of why/how the current antiquated phone service fails to meet your needs).

I can tell you AmEx is well aware of these concerns.

Apparently someone at AmEx cares. I responded to a survey about my experiences with PTS and gave very negative answers. (I specifically mentioned that my business was now going mostly to Virtuoso.) To my surprise, I received a cordial phone call from a supervisor at PTS who gave me the names and direct extensions of two phone reps. I've since used them to book hotels and the experience has been worlds better than before.

So I lucked out. However, I still think the PTS phone booking process for the average cardholder isn't good, and PTS still needs online booking.

I can tell you AmEx is well aware of these concerns. An effort is underway to enable web booking of FHR, but it is not a quick fix, nor does it appear to be priority #1. Emails and letters to Amex corporate may help. In addition, there appear to be factions within AmEx corporate structure who feel the status quo is acceptable. I encourage you to communicate your wishes (as wel as with concrete examples of why/how the current antiquated phone service fails to meet your needs).

I fail to understand why this has not happened already. It seems to me that it would be far more cost effective for Amex to offer FHR online with the option to call a CSR if you need special assistance.

I fail to understand why this has not happened already. It seems to me that it would be far more cost effective for Amex to offer FHR online with the option to call a CSR if you need special assistance.

From my correspondence with various folks, it is clear that not all senior members at PTS see online booking as a good thing. Whether it is a matter of job maintenance, avoiding of change, etc., I do not know. I have fervently stressed your opinion to this person and another senior person now on several occasions, providing concrete examples. This is one area where I believe continued pressure on AmEx can produce the kind of results we all might need.

So, is there a STARWOOD code?

Thanks.

267372 - but like the Ritz codes, it has been blocked from online booking or even viewing the rates at AMEX's request.

This is so ridiculous, and it just means that I don't bother comparing the FHR/AXC rates with other rates, and I book other rates myself online. In the 2 instances where I have booked Ritz AXC rates since they started this nonsense I went through the same miserable process of verifying my identity - and then getting a rep who was unable to either view or recite to me the applicable rate rules that one could so clearly view on the Ritz website and which detailed the exact items included. Moreover, they are incapable of detailing the room rates for each room category under the program. It is miserable.

Thanks anyway.

So it's been a while since I stayed at a Ritz property and I only became
aware that they had restricted the AXC search function last night after a discussion here with another FT member.

Our discussion had to do with whether or not some FHR properties have different prices for Plat (FHR) and Cent (AXC)

We all know they did- at least they did back when we could search ourselves. (My personal experience was that the same room at Hotel Arts, for instance was over 100 euros less per night for Cent)

Does anyone know if there are still different price structures?

Or is the only difference now between FHR and AXC the upgrades?

TIA

The rates are based on the same schedule, but with Centurion you get a confirmed upgrade and $50 credit on incidentals. But you might see something like this:

FHR
Deluxe $300 (Upgrades to Oceanview on c/i)
Oceanview $400 (Upgrades to Oceanfront on c/i)
Oceanfront $500 (Upgrades to Standard Club on c/i)
Club $600 (Upgrades to Club Oceanview on c/i)
Club Oceanview $700 (No upgrade)

Centurion (also with $50 stay credit on incidentals)
Deluxe $300 (if Oceanview not available)
Oceanview $300 (confirmed upgrade from Deluxe rate)
Oceanfront $400 (confirmed upgrade from Oceanview)
Club $500 (confirmed upgrade from Oceanfront)
Club Oceanview $600 (confirmed upgrade from Club)


so while one can say the rates are the same, and the only difference is the confirmed upgrade versus the upgrade based on availability at check-in, my view is the Centurion rates are lower as illustrated by the above example.

Things may have changed but I saved the info from the Ritz site for our 2006 Barcelona trip.

The descriptions are for the same room. The first used FHR rate code, the second AXC. The cent room (and it came with an upgrade) was less per night:


FHR Rate Rules
Guarantee Policy

A CREDIT CARD NUMBER IS REQUIRED TO CONFIRM OR GUARANTEE YOUR RESERVATION
Cancellation Policy

CANCELLATION PERMITTED

- UP TO 1 DAY BEFORE ARRIVAL

513.60 EUR CXL FEE
Rate Information

FINE HOTEL AND RESORTS AMENITIES ARE COMPLIMENTARY TEA SERVICE

FOR TWO ** GUARANTEED LATE CHECK-OUT AT 4PM ** ROOM UPGRADE AT

TIME OF CHECK-IN IF AVAILABLE ** COMPLIMENTARY CONT BREAKFAST

AT THE RESTAURANT
Tax Information

CURRENCY RATES QUOTED IN EUR - EURO AND EXCLUDE TAXES

TAX 7.000 PCT/ROOM PER NIGHT


__________________________________________________ ____________

FHR 480 EUROS $113 EURO NIGHT SAVINGS: $339 for 3 nights


AXC: 367 euROS

__________________________________________________ _______
AXC Rate Rules
Guarantee Policy

A CREDIT CARD NUMBER IS REQUIRED TO CONFIRM OR GUARANTEE YOUR RESERVATION
Cancellation Policy

CANCELLATION PERMITTED

- UP TO 1 DAY BEFORE ARRIVAL

392.69 EUR CXL FEE
Rate Information

COMPLIMENTARY UPGRADE AT TIME OF BOOKING BASED ON AVAILABILITY

COMPLIMENTARY CONTINENTAL BREAKFAST FOR TWO PEOPLE AT EL SALO

GUARANTEED LATE CHECK-OUT AT 4PM

AMENITY TEA FOR TWO AT EL SALO

50 US DOLLARS CREDIT TOWARDS INCIDENTALS

FHR&S WELCOME CARD AT CHECK-IN

UPGRADE AT TIME OF BOOKING IS REFLECTED IN SABRE WHEN AVAILABLE
Tax Information

CURRENCY RATES QUOTED IN EUR - EURO AND EXCLUDE TAXES

TAX 7.000 PCT/ROOM PER NIGHT



And it wasn't just the Ritz-- I remember the Cent rate was less at a few properties.

Bumping this up again...the German *and* French sites we've been using for FHR codes don't seem to be working for me. Anyone else?

The rates are based on the same schedule, but with Centurion you get a confirmed upgrade and $50 credit on incidentals. But you might see something like this:

FHR
Deluxe $300 (Upgrades to Oceanview on c/i)
Oceanview $400 (Upgrades to Oceanfront on c/i)
Oceanfront $500 (Upgrades to Standard Club on c/i)
Club $600 (Upgrades to Club Oceanview on c/i)
Club Oceanview $700 (No upgrade)

Centurion (also with $50 stay credit on incidentals)
Deluxe $300 (if Oceanview not available)
Oceanview $300 (confirmed upgrade from Deluxe rate)
Oceanfront $400 (confirmed upgrade from Oceanview)
Club $500 (confirmed upgrade from Oceanfront)
Club Oceanview $600 (confirmed upgrade from Club)


so while one can say the rates are the same, and the only difference is the confirmed upgrade versus the upgrade based on availability at check-in, my view is the Centurion rates are lower as illustrated by the above example.

RC says that FHR/Centurion will no longer upgrade to or from a Club room or suite. If you book a Club room or Suite, that's the room you'll get. You will still get the amenities. Because of this policy, I've found it better to book a non-club suite, then add on club access. This usually results in a lower rate with a better room.

Does anyone know the MO FHR/Cent codes?