Just got a BPG guarantee claim approved, against hotels.com and a Pullman property.

It took couple of days before the claim submission, and someone from Accor reaching out. Interestingly, there are no claim submission acknowledgment when submitting the claim. It also took couple of back and forth, as Customer Service seems defensive with these claims.

Beware that you do need so see a system time on one of these screenshots you are submitting. I had a stock of screenshots, and I could not upload them all at once during the submission so my claim was initially rejected. Upon submitting all of them in the email thread, it was approved. However, I was given a price match and a 10% discount on the daily hotel rate, but it was supposed to be 25% per their T&C. I will follow up on that.

There was no reissue of the hotel confirmation.