Originally Posted by asian_journeyman

This has happened to me as well. They messed up my claim with another customer at another hotel.

Also, further updates on my stay at the Intercontinental Century City Chengdu - I checked out on the 12th October. The hotel refused to play ball and basically charged me for the stay. I am now waiting for customer service to reimburse me - another lengthy process (1 week post check out and still no correspondance from them despite 2 e-mails enquiring about the process) The brg was only for their standard room with breakfast.

I notice that the stay is now reflected in my PC account as a NON-QUALIFYING stay.

So it seems that this is what will happen
1) The BRG team claims the hotel refuses to adjust the rate
2) You pay the full price
3) It is now regarded as a non-qualifying stay
4) You do not get any info from customer service regarding the reimbursement - they have not contacted me regarding my bank account details despite me clearly stating that I cannot cash a USD cheque without incurring significant transaction fees where I am.