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?
Thanks!
Reread their response again. My guess is they denied you not because of the cancellation terms, but because hotel.com rates are often prepaid (even if it's able to be cancelled) where as IHG's are not. So all terms being equal, if the OTA requires prepayment (again, regardless if you can still cancel it) - it will be denied and you will have to compare to a prepaid (and non-cancellable) rate.