IHG Best Price Guarantee Program is a JOKE
I am new to FlyerTalk. I am wondering if anyone can help clarify my understanding about IHG Best Price Guarantee program. I booked a HIX hotel using the mobile app and found out the non-IHG website has a lower price for the exact sameroom I booked for coming August (1 night) stay. All T&C are matched (likeroom type, total price, room view, deposit, etc.)
I submitted the BPG online form and they rejected with the reason that HolidaysInn Express Honolulu-Waikiki is an independent SHPC so no BPG. I don't understand. I booked the room on their branded website and the photo galleries showed the hotel with HIX signs when I reserved the room on February 3. I also tried to book using my friend's company corporate code and the reservation showed a room rate as a discounted enterprise GOLD status rate. So, if it not an IHG branded, then how come I can reserved a room with the IHG status. I did send them the pictures of their building with HIX signs all over with the message below. It is very deceiving and I am very disappointed with their guest relations service. Anyone encounter something like this before?
Here is what I responded to them:
There is no where on the IHG Best Price Guarantee Terms and Conditions indicates the hotel must NOT be an “independent hotel”. If Maile SkyCourt Honolulu-Waikiki is “outside the scope of the Guarantee”, should IHG discloses such exception on its “Best Price Guarantee Terms and Conditions” weblink just like how they did for Kimpton Hotels and other hotels in Mainland China, Macau, Hong Kong and Taiwan.
In fairness to IHG targeted guests, the current Holidays Inn Express logoand signs display on the existing building (formally known as Maile Sky Court)clearly indicated it had repositioned Maile Sky Court into Holidays Inn Express(which is IHG branded hotel) and therefore it is expected to deliver on IHG brand promise and standards.
Here is BPG helpdesk responded as follow:
We would like to reiterate that the clause 1 of the Best Price Guarantee’sT&C specifically states that in order to qualify, guests need to “Complete a valid room booking with lowest available price (room rate) on any IHG websitefor any IHG branded hotel using the “Best Available Rate Search.” Since the Maile Sky Court Honolulu-Waikiki is not yet an IHG branded hotel, your claim is not eligible for the Guarantee.
Last edited by NGO; Feb 4, 2017 at 7:51 pm