Programs: AA EXP (2MM), AS MVPG, UA 2P, AMTK AGR SEL, SPG PLT, HH GLD, OTHERS
Posts: 1,899
I'm convinced the BRG is simply a sham.
It took 10 days (and multiple phone calls) to get to the bottom of my last claim - which ultimately was rejected on the grounds that they couldn't find the same rate despite me having a screenshot indicating a $35/night lower rate at 1800hotels.com.
What's the point of this guarantee when they can take their time until the rate disappears and then claim that your screenshot isn't sufficient?
Pick a hotel and I can give you a screen shot showing any rate you want. Want a $3 St. Regis? No problem.
Now do you understand?
This is why there should be an immediate response to verify the rate. And if it can't be verified in a timely manner, the customer should be given the benefit of doubt.
Programs: UA 1K/0.849MM; SPG Pt-195; PCC Pt-194; Hyatt Pt-188; various other programs of no consequence
Posts: 37,591
Quote:
Originally Posted by ride red
This is why there should be an immediate response to verify the rate.
Instant would be nice, but not practical. I've never had to wait longer than 24 hours, which is pretty reasonable in my mind. I've only had one rate go up on me while waiting.
__________________ Final post: 26 December 2011 @ 20:00 PST. Good night and good luck.
Instant would be nice, but not practical. I've never had to wait longer than 24 hours, which is pretty reasonable in my mind. I've only had one rate go up on me while waiting.
Programs: AA EXP (2MM), AS MVPG, UA 2P, AMTK AGR SEL, SPG PLT, HH GLD, OTHERS
Posts: 1,899
Quote:
Originally Posted by yosithezet
I guess the evidence in this thread of successful claims won't change your mind, eh?
Well, there's something wrong when you ask the BRG agent "what more could I have done to get the rate matched?" and the reply is "nothing, you did everything possible." I can understand if it was just a matter of the rate being available for a few hours and then disappearing on a rouge website, but the lower rate was available for days and then it was available again even after the claim was rejected. I'm a pretty patient and understanding guy, but it's beyond frustrating when do everything required and they refuse to honor their own guarantee.
Hyatt and Expedia BRGs are handled/verified over the phone with a live agent. No waiting around for an email response, nor any excuse they couldn't "find" the lower rate you're claiming.
Programs: AA EXP (2MM), AS MVPG, UA 2P, AMTK AGR SEL, SPG PLT, HH GLD, OTHERS
Posts: 1,899
Quote:
Originally Posted by BEAV
Hyatt and Expedia BRGs are handled/verified over the phone with a live agent. No waiting around for an email response, nor any excuse they couldn't "find" the lower rate you're claiming.
That would be the best solution. I asked the last BRG agent I spoke with if I could just call and have them verify finding the lower rate before I booked and filed the claim. Unfortunately, I was told no. Such an approach seems to make the most sense.
Hotel Name: Sheraton Fuschlsee-Salzburg, Hotel Jagdhof
Arrival Date: January 19, 2011
Departure Date: January 20, 2011
Room Type: Classic with breakfast
Actual confirmed rate: 135 Euro including VAT
Number of Adults :1
Number of Children : 0
Number of Rooms : 1
Room Type : Classic Room
Starwood Brand Web Site Room Rate : 145 euro
Company room provider : Other Web Site
Other Company room provider :booking.com
Competing rate : 135 euro
Are the currencies of the Starwood brand Web site and the competing rate the same? : Yes
Comments : The rates on both sites includes breakfast. The rate on booking.com includes all taxes and fees.
Confirmed Sheraton Safari Orlando, Booking.com rate $69 SPG best rate $89. SPG was very quick and replied by Email in 2 hours. Booked at $69 rate and 2000 points.
