Fairmont best rate guarantee policy?
#16
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
Are you saying that Fairmont properties are above Intercontinental (IHG), St Regis (Starwood), Waldorf-Astoria (Hilton), JW Marriott (Marriott)? They all offer a formal BRG program and while some are much better than others, without the games, etc. Fairmont seems to be sticking its head in the sand on this issue.
Just today I am once again looking at the ACA properties and on fairmont.com I am seeing rates of over 2K MXN when on expedia.mx they are offering 1K MXN (98 USD roughly). Last year, I had to call and call back and it took 24 hours for them to come through with a match - which they did, but still, quite the hassle.
While I will jump thru some hoops to requalify for Platinum again next year, it could be a bit more streamlined.
Just today I am once again looking at the ACA properties and on fairmont.com I am seeing rates of over 2K MXN when on expedia.mx they are offering 1K MXN (98 USD roughly). Last year, I had to call and call back and it took 24 hours for them to come through with a match - which they did, but still, quite the hassle.
While I will jump thru some hoops to requalify for Platinum again next year, it could be a bit more streamlined.
Personally I think Fairmonts approach to match any publically available rate is quite customer-friendly - no tedious paperwork, not having to deal with outsourced call center agents based in a third-world country, no agents trying to deny as many BRG claims as possible.
But I agree, things could sometimes be a little more efficient than they are right now.
#17
Join Date: Mar 2003
Location: BWI
Programs: LH M&M, CX MPC Green
Posts: 1,757
They did not match my rate. I saw a "flash" rate on Agoda and the very nice lady looked into it, saw it, I think asked her manager (put me on hold for 30 seconds) and said that unfortunately that they could not match it (it was 50% off the Fairmont website rate). One of the nicest nos I've heard in a while. Figured I would add this data point.
#18
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,110
I was just told that they would consider matching a competing rate, but that all price matches are non-refundable even if the other rate is fully refundable. Have others experienced this as well?
#19
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
Just curious, did you call the Fairmont res line or in-house reservations?
#20
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,110
#21
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
I generally recommend calling the hotel during regular office hours for such requests and talk directly to the res department, though there's obviously no guarantee you'll get a better result since there's no official (published) policy.
#22
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,110
Thanks. I'll try the Empress tomorrow. We probably won't need the refundability, but it's always nice to have it as an option. And saving $5/night is another drink or two.
#23
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Just had a near perfect experience with the Fairmont Platinum Desk call centre in New Brunswick moments ago.
The total time for my 'price match' (the agent's words, not mine) to be approved, by providing my Plat number and the OTA website, was....5 minutes. ^
I saved $69 CAD on the base rate at the Fairmont Waterfront and will hopefully get a renovated room for the next upcoming up.
Well done Fairmont, this process was much quicker than the Fairmont Princess Acapulco where it took a few days.
The total time for my 'price match' (the agent's words, not mine) to be approved, by providing my Plat number and the OTA website, was....5 minutes. ^
I saved $69 CAD on the base rate at the Fairmont Waterfront and will hopefully get a renovated room for the next upcoming up.
Well done Fairmont, this process was much quicker than the Fairmont Princess Acapulco where it took a few days.