Originally Posted by
LegalEagle
I, too, have mastered the intricacies of Best Rate Guarantee and have been fairly successful in having claims approved.
What bugs me is when they simply don't respond.
Spotted a clear example of a lower rate for the downtown Milwaukee Ramada in June 2009. Three members of our extended affinity group filed BRG claims, all within 24 hours of making their Ramada WR reservations. To date: no response.
Spotted a clear example of a lower competitor's webrate at the Boca Raton Wyndham for this comming Friday Feb. 13. Made WR reservation and filed claim on Feb. 6th. To date: no response.
Seems they may be using the information from the claim to have the hotel correct the discrepency between the WR and the competitor's webrate, then ignoring the initial claims.
I haven't had any problems with claims being ignored, but I know several people (50+) who have emailed me reporting this. I suspect it depends on who you are and how well you're preferred by the claims staff, as bad as that may sound. It's definitely not random.
Our team is working with Wyndham upper management as we speak to try to identify the cause of most of these headaches (likely a rebellious claim review employee) and find a solution. From "not seeing" rates, to bickering over nonexistent rate qualification criteria, to these "black hole" claims, these are definitely interesting times. Coincidence or not, they seem to revolve around two specific people in that department.