Hi All!
Sorry I haven't been on this thread for a few days, but I'm glad to see the experiences are becoming more positive (in addition to some of the great travel plans coming up). Also, it looks like the initial hurdles about Claims Processes are being improved.
Just a couple of clarifications, I've been seeing as a common theme:
Question: Why does it take so long to get a response from the BPG Team with confirmation that the hotel has adjusted the rate.
Answer: You should receive emailed confirmation approving or denying your claim or giving a status update within 24 hours of submitting the claim. If you have not received an email notification of your initial claim, you can contact the BPG Team at 800-447-2981 to inquire on the status of your claim.
Question: Can you offer any solid insight with regard to the growing problem of people with successful BRG claims who are not receiving timely confirmations that the hotels have adjusted their rates?
Answer: This can sometimes take a little while to get the hotel to update the rate. We are trying to pin down the SLA on this, otherwise the guest will be reimbursed by IHG and notified of such. We are sorry for the inconvenience for the guest, but recognize this should be much more the exception for process and not the norm.
Question: There are 3 claims that are used for a stay in March/April 2012, what if the property leaves IHG? Would the complimentary night still valid?
Answer: This should be a very rare situation. If this occurs, please contact the Best Price Guarantee Team. Please refer to your case number or we can find the claim by your name or Priority Club Rewards Number.
Regarding the 30 Day Rule, the terms state "the award of a free night is limited to one free night per the name on the reservation for any thirty day period between reservation check-in dates."
There have been a number of questions about Rooms, Terms and Prices.
These are 3 separate issues outlined in Terms 4, 5 and 6.
*Room Types - The Room Type must be the exact same room type
*Matching Terms - All price must be equal to ore more restrictive than the terms found on an IHG website to be used for comparison. (The example listed in Term #5 is pretty clear).
*Matching Prices - The guarantee does not include extra fees such as extra person charges except in Japan and on the ANA website where the room price does include extra person fees.
Hope these updates help with some of the more common questions.
Kevin
IHGCare