Prior to the changes last summer I made 3 separate reward bookings to cover a 7 day booking, I could not make one booking as the same room type was not available for one of the nights. I attempted to add my travel package but as they could not make it into one reservation they were unable to do so. The customer services rep spoke to the hotel and once availability opened up, which was post the changes in Aug, Customer Services were able to combine all bookings into one. Customer Services confirmed the vacation had been booked and they had attached the travel package.
This week I received an email stating that I had insufficient points for the booking. Having spoken to Customer Services they now state that they are unable to add the travel package as the hotel is a higher category than the certificate I have. The points they are quoting are also at the new higher rates, which is significantly higher than the points required for my initial booking. I have logged a complaint but it will take 3 working days for them to come back to me and I fly a week on Sunday so time is running tight.
Despite the travel package being added after the changes in Aug it was logged against a point booking that had been made before the changes and the Customer Service Agent confirmed by email it was booked with the Travel Package attached to it. What are my chances of getting them to honor it?
If I do decide to transfer MR points to pay for the booking if they do not let me use the travel package, should I not be paying the lower rate when I booked the room, rather than the higher rate quoted now?
Any advice is welcome!
It took several phone calls but eventually go this sorted after being referred to a manager. He accepted that I had originally booked reward rooms at the the old rate and therefore the CS rep was correct in confirming that I could use an old category certificate. It also helped that the hotel had agreed with the original CS Rep that they were happy with using an original certificate. Therefore he converted the certificate to the correct one and then added the missing points required.
Now at the hotel and despite the problems with the booking, it has been worth it as it is great.