Originally Posted by
jibi
I agree with fireworksboy. SPG Moments is not intended to be private, backroom deals between you and SPG. Their initial response, assuming it has been accurately portrayed here, is unfortunate and not in the spirit of the program. However, the entire situation began because you asked for a side deal that you were not entitled to receive.
Originally Posted by
yosithezet
Seems to me that the member's expectation was out of line, as was the promise of a side deal.
Yup, agree with both of these comments. HOWEVER, once the side deal was agreed to by SPG, it should have been honored on the agreed terms. SPG could have said, and would have been well within its rights if it had, that side deals aren't part of the SPG program. But it didn't. It agreed to the side deal.
TBH, I did the same thing with a major carrier relative to a mistake fare. The carrier announced that it would not honor the mistake fare and refunded everyone's money (despite a lot of vocal complaining on FT). I sent an email to the group at the carrier that was handling this problem and after no more than four or five email exchanges we negotiated an agreement which both I and the carrier honored. (Part of the agreement was confidentiality.)