I made a BRG claim at a Crowne Plaza and, after getting an approval and a confirmation number, waited a few days before checking if all was in order. I logged into my Priority Club account and nothing on the reservation had been changed. I got on the instant chat thing and asked if the reservation was correct. The CSR called the hotel and said they had no record of a free night. The CSR said to call Guest Relations. Guest Relations forwarded me back to the BRG phone number. The rep there said he would call the hotel and would email me to let me know that he was working on it. He did email within a few minutes, and the next day I got a confirmation from Crowne Plaza without a rate adjustment and another from the BRG office saying in part:

"You are scheduled to arrive at the CROWNE PLAZA --------------- on ------------- for one night. Per our Best Price Guarantee, your first night will be complimentary and excluding any applicable fees should you incur incidental charges. Please note, however, that this changes will not be shown on the automated e-mail confirmation since the reservation system that the hotel is using is different from the one intended for online booking and global reservations. For the record, we have documented the adjustment confirmation from the hotel. This transaction has also been noted on your reservation. Your confirmation number for this stay is --------."


This may explain, to any who are wondering like I was, why you may not see updated information in your reservations online. In fact, does anyone have a reservation in their account online that shows a rate of $0 after making a claim?