sigh...more wriggling by BRG, and this time they even agree I'm not at fault !

after having a block of rooms totally vanish from a competing website in the 4 hrs between me emailing a claim and getting a "no such rate" response, i decided to have another go. Found a competing website that had a rate in euros cancellable, with breakfast. IHG did not have an adv rate of this particular room, only best flex. This time after doing the booking, I *phoned* BRG. Give them the details of the website, he went to do a sample booking, I held for a few moments. the guy came back with

(the following is not verbatim, but sums up the conversation).

"sir, you will see in the details the phrase "signature network", this means this is a negotiated rate and we do not match negotiated rates.

"But its publicly available, viewable and immediately bookable".

"Yes but its a negotiated rate, its a special rate that is available on the hotel, but not made public on the IHG website. you might find you need to be a member to get that rate"

It does not say I need to be a member, it does not mention a membership, they just want my credit card details to confirm the booking"

"yes but its a negotiated rate, and we do not match negotiated rates"

"I do not know what signature network is, I do not know what a negotiated rate is. I am looking at the BRG now. Please point me to the section about negotiated rates in the BRG T&C ?"

"Sir I understand, but we can not match this rate"

"Listen, I have booked a rate on the IHG website. It is the lowest rate available on the IHG website with breakfast for this room type. I have found another website that has a rate that is 10% less, I can see the rate, you can see the rate, its viewable, its available to everyone, and its immediately bookable. in what way does this breach the BRG ?

"ummm, we don't match negotiated rates"

"Can I speak to a supervisor"

Supervisor was busy, she did phone me back about 5 mins later.

"If we try to match this rate, the hotel will deny it, because it is a negotiated rate".

"This is not my concern, the rate is publicly available, viewable, and immediately bookable, those are the sole terms for the BRG"

"Yes but its a special rate on that website"

"But surely a lot of websites negotiate rates with hotels all the time, thats none of my business. You do understand, from a buyers point of view, what you are saying makes no sense".

"Yes sir, I agree you are not at fault, which is why I am giving consideration to it, I will contact the hotel and try to get them to agree"

"This sounds like the BRG is at the hotels discretion"

"No sir, not normally, but this is a negotiated rate,it is related to the posting, I will contact you by email"

(I am guessing that "related to the posting" she meant she thought those rates should not be posted on a website ?)

After the conversation ended, I phoned the 3rd party site and asked.

"I see the best rate for the hotel I am interested in has "signature network" in the booking details. Is this something I need to be a member off."

"No sir, we are the member, and get to use those rates"

"So the rate is available via you, to any member of the public"

"Yes of course"

So, I don't know where i go from here !

This is a 3K euro a night room, so if it is down to the hotel to deny it, surely I am beat

Why go for the most expensive room ?, because it was the only room that did not have an advanced purchase rate. After my earlier experience, I was concerned that another block of rooms might magically disappearbetween filing a claim and getting a response, leaving me with a non-cancellable room

I wonder what the chances are that an advanced rate appearson IHG for this room type over the next day or two ?


The room in question is penthouse in IC rome, you can check that there is no advanced rates, and the BFR with breakfast is €3030 night of Jul 12th.