Originally Posted by
MarcusBWI
Hey folks,
I just had my first lovely BRG experience. Booked a refundable room, saw the identical refundable room on Hotels.com (same room description, same currency, etc). Submitted the BRG, and got denied (22 hour turnaround) because he said the Hotels.com room wasn't refundable, despite the big "Free Cancellation" in bright green writing on the website.
Sigh.
So, general question. Once you get denied, if you have all the facts on your side, how often does the decision get overturned on appeal? Somewhat often? Hardly ever?
You need to dig a bit deeper to see if you really
do have the facts on your side.
OTA frequently say that cancellation is free, but there is usually a time limit - and that limit is very often less generous than the one included in IHG's flexible-rate.
For a successful BRG claim the cancellation terms must match, or be more generous under the OTA's regime.