Jul 8, 13, 11:43 am
Last edit by: FLYGVA
Recent discussion (After January 01, 2016) could be found in this thread.
Most important points to consider for a valid BRG:
1. The comparison website MUST bill in the same currency as the hotel .
2. The cancellation terms must be equal or better, than the terms by the hotels.
3. The Website needs to provide INSTANT confirmation.
4. The room names should match, but if you can demonstrate, that the room is comparable, it will also work with discrepancies in the name.
5. The price difference has to be more than either USD 1 or 1% (whichever is higher).
5.b In regards to hotels located in australia and New Zealand the price difference must be greater than 3% .
Hotels for which you will get reimbursed:
(Note: There have been significant problems with getting full reimbursements from IHG, especially for reimbursements in other currencies than USD)
IC Istanbul ( BRG claim from the 17.05.2013/ "Technical Difficulties")
IC Frankfurt ( BRG claim from the 20.08.2013/ "Technical Difficulties")
Link to the Terms and Conditions : https://www.ihg.com/hotels/us/en/cus...rms-conditions
Most important points to consider for a valid BRG:
1. The comparison website MUST bill in the same currency as the hotel .
2. The cancellation terms must be equal or better, than the terms by the hotels.
3. The Website needs to provide INSTANT confirmation.
4. The room names should match, but if you can demonstrate, that the room is comparable, it will also work with discrepancies in the name.
5. The price difference has to be more than either USD 1 or 1% (whichever is higher).
5.b In regards to hotels located in australia and New Zealand the price difference must be greater than 3% .
Hotels for which you will get reimbursed:
(Note: There have been significant problems with getting full reimbursements from IHG, especially for reimbursements in other currencies than USD)
IC Istanbul ( BRG claim from the 17.05.2013/ "Technical Difficulties")
IC Frankfurt ( BRG claim from the 20.08.2013/ "Technical Difficulties")
Link to the Terms and Conditions : https://www.ihg.com/hotels/us/en/cus...rms-conditions
New IHG Best Rate Guarantee - Discussion & Feedback
Oct 13, 11, 5:03 pm
#376
Join Date: Mar 2010
Location: BOG
Programs: IC Amb, IHG Spire, Hilton Diamond, EY E+, UA*G, BA Gold
Posts: 65
Here are the original terms from when the guarantee was first released:
And the terms before the most recent update (second release):
Hope this helps.
Originally Posted by Original Terms
IHG Best Price Guarantee Terms and Conditions
The price difference between IHG’s website and a competing website, when comparing the same currencies, must be at least $1 per night in order to qualify for the Guarantee. If the price difference involves comparing two different currencies, then the price difference must be at least $5 per night to qualify for the Guarantee.. IHG uses OANDA® currency converter when verifying currency differences.
Booking must be made via the “Best Available Rate” search on any of the IHG web sites.
Guest must book the lowest available price on the “Best Available Rate” search - for the same hotel, the same type of accommodations, the same number of guests, and the same dates - in order to qualify for the Guarantee.
The type of room for which the application of the Guarantee is sought must be the same type of room as booked on the IHG web site.
Example: A guest books a king bed with sofa bed room type on the IHG web site, but a lower price is listed for a king bed room type only on the IHG web site. If the third party web site lists a lower rate for a “Standard Room - One King or Two Double Beds” - the Guarantee does not apply.
Guest must have a confirmed IHG reservation and an IHG reservation system confirmation number.
The Guarantee does not apply to web sites or prices where the hotel brand and specific hotel are not known until the booking is made.
For purposes of the Guarantee, a “package” is defined as being an offer that bundles travel with hotel such as: airfare + hotel stay, hotel stay + car rental, or similar packages. The Guarantee will not apply to the room component (if rate is published) of a package sold on another web site, and such price may not be compared to the lowest room only price on an IHG web site.
The Guarantee applies to room rate and extra person fees only. Other fees or charges do not apply.
However, for purposes of the Guarantee, room prices that include food and beverage items such as breakfast or dinner, room prices that include entertainment items such as tickets to a show or venue, and room prices that include free local calls will not be considered as packages. These inclusive rates may be compared to the lowest price for the same type of inclusive rate for the same type of accommodations sought in the Best Available Rate search on an IHG web site. The Guarantee will apply only if a lower price is found for the same type of inclusive rate.
Example: If a guest books a rate including breakfast on the IHG web site and finds a lower price including breakfast for the same type of accommodations on a third party web site, the Guarantee applies.
The Guarantee does not include prices that have been negotiated by the hotel with corporations, membership rates (e.g., AAA, Entertainment Card, Industry Rates), government rates, promotional rates or travel agency rates. Only immediately viewable and publicly available rates apply.
The number of Priority Club® points to be awarded to Priority Club Rewards members will be based on the price actually paid by the guest at check-out, assuming the rate booked otherwise qualifies for points. No Priority Club points will be awarded for a free night.
The Guarantee does not apply to Priority Club Award Nights booked through IHG web sites.
The Guarantee does not apply to ANA hotels.
For hotels in Greater China, bed type and smoking preference is not guaranteed and not applicable for comparison for the purposes of the Guarantee.
Regardless of the number of lower prices found, only one free night will be awarded per stay. Each additional night rate during the stay will be lowered to match the price found per night regardless of the number of lower prices found.
Limit one free night per name on reservation, per Stay and per hotel for any seven day period. A Stay is one night or consecutive nights at the same hotel location, regardless of frequency of check-in/check-out.
For purposes of the Guarantee, “price” or "rate" does not include any taxes (unless otherwise noted), tariffs or fees imposed by any governmental authority (e.g., federal, state or local) on either IHG or the guest for the duration of the guest's occupancy. Rates being compared to determine if the Guarantee applies must both either be with taxes included, or without taxes included.
The price difference between IHG’s website and a competing website, when comparing the same currencies, must be at least $1 per night in order to qualify for the Guarantee. If the price difference involves comparing two different currencies, then the price difference must be at least $5 per night to qualify for the Guarantee.. IHG uses OANDA® currency converter when verifying currency differences.
Booking must be made via the “Best Available Rate” search on any of the IHG web sites.
Guest must book the lowest available price on the “Best Available Rate” search - for the same hotel, the same type of accommodations, the same number of guests, and the same dates - in order to qualify for the Guarantee.
The type of room for which the application of the Guarantee is sought must be the same type of room as booked on the IHG web site.
Example: A guest books a king bed with sofa bed room type on the IHG web site, but a lower price is listed for a king bed room type only on the IHG web site. If the third party web site lists a lower rate for a “Standard Room - One King or Two Double Beds” - the Guarantee does not apply.
Guest must have a confirmed IHG reservation and an IHG reservation system confirmation number.
The Guarantee does not apply to web sites or prices where the hotel brand and specific hotel are not known until the booking is made.
For purposes of the Guarantee, a “package” is defined as being an offer that bundles travel with hotel such as: airfare + hotel stay, hotel stay + car rental, or similar packages. The Guarantee will not apply to the room component (if rate is published) of a package sold on another web site, and such price may not be compared to the lowest room only price on an IHG web site.
The Guarantee applies to room rate and extra person fees only. Other fees or charges do not apply.
However, for purposes of the Guarantee, room prices that include food and beverage items such as breakfast or dinner, room prices that include entertainment items such as tickets to a show or venue, and room prices that include free local calls will not be considered as packages. These inclusive rates may be compared to the lowest price for the same type of inclusive rate for the same type of accommodations sought in the Best Available Rate search on an IHG web site. The Guarantee will apply only if a lower price is found for the same type of inclusive rate.
Example: If a guest books a rate including breakfast on the IHG web site and finds a lower price including breakfast for the same type of accommodations on a third party web site, the Guarantee applies.
The Guarantee does not include prices that have been negotiated by the hotel with corporations, membership rates (e.g., AAA, Entertainment Card, Industry Rates), government rates, promotional rates or travel agency rates. Only immediately viewable and publicly available rates apply.
The number of Priority Club® points to be awarded to Priority Club Rewards members will be based on the price actually paid by the guest at check-out, assuming the rate booked otherwise qualifies for points. No Priority Club points will be awarded for a free night.
The Guarantee does not apply to Priority Club Award Nights booked through IHG web sites.
The Guarantee does not apply to ANA hotels.
For hotels in Greater China, bed type and smoking preference is not guaranteed and not applicable for comparison for the purposes of the Guarantee.
Regardless of the number of lower prices found, only one free night will be awarded per stay. Each additional night rate during the stay will be lowered to match the price found per night regardless of the number of lower prices found.
Limit one free night per name on reservation, per Stay and per hotel for any seven day period. A Stay is one night or consecutive nights at the same hotel location, regardless of frequency of check-in/check-out.
For purposes of the Guarantee, “price” or "rate" does not include any taxes (unless otherwise noted), tariffs or fees imposed by any governmental authority (e.g., federal, state or local) on either IHG or the guest for the duration of the guest's occupancy. Rates being compared to determine if the Guarantee applies must both either be with taxes included, or without taxes included.
And the terms before the most recent update (second release):
Originally Posted by BRG terms second release
IHG Best Price Guarantee Terms and Conditions
Best Price Guarantee: Every hotel reservation booked through an IHG web site is guaranteed to have the lowest price per night publicly available on the internet or IHG will provide the first night free and match a lower price for each additional night under the following conditions:
If you find a price on a competing web site for any night of your stay that is lower than the lowest price shown for that night, after booking your stay on the 'Best Available' search of an IHG web site, IHG will honor that rate for the nights for which the lower price was found, plus give you the first night free upon verification of the lower price found.
The Guarantee applies to all IHG hotel brands.
A competing web site is defined as a web site that is not owned by IHG, that is selling IHG rooms’ inventory directly to consumers, and that provides a confirmation of a completed reservation at the moment of completing that reservation. Sites that do not reveal the hotel brand name until after payment has been completed (including bidding sites) do not qualify for the Guarantee.
Rooms on the competing web site must be publicly available, viewable and immediately bookable on the Internet at the time of verification.
Lower price found must be for the same hotel, the same type of accommodations, the same number of guests and the same date.
All terms, including but not limited to , cancellation or advanced purchase policies, must be equal or more restrictive when comparing IHG’s rate to a competitor’s rate.
o For example: when you book a refundable rate on IHG’s website it cannot be compared to an advanced purchase or non-refundable rate on a competing site, however, when you book an advanced purchase rate or non-refundable rate on IHG’s website, it can be compared to a refundable rate on a competitor’s website.
To use the Guarantee, you must advise IHG within 24 hours of booking your room on the IHG website by calling the applicable telephone numberLink will open in new browser window. or by filling out the online Best Price GuaranteeLink will open in new browser window. Form with your booking details.
The price difference between IHG’s website and a competing website, when comparing the same currencies, must be at least $1 per night in order to qualify for the Guarantee.
Price on competing website must be in the same currency as the reservation made on the IHG website. Currency conversions will not be considered.
Booking must be made via the “Best Available Rate” search on any of the IHG web sitesLink will open in new browser window..
Guest must book the lowest available price on the “Best Available Rate” search - for the same hotel, the same type of accommodations, the same number of guests, and the same dates - in order to qualify for the Guarantee.
The type of room for which the application of the Guarantee is sought must be the same type of room with similar features as booked on the IHG web site.
o Example: A guest books a king bed with sofa bed room type on the IHG web site, but a lower price is listed for a king bed room type only on the IHG web site. If the third party web site lists a lower rate for a “Standard Room - One King or Two Double Beds” - the Guarantee does not apply.
Guest must have a confirmed IHG reservation and an IHG reservation system confirmation number.
The Guarantee does not apply to web sites or prices where the hotel brand and specific hotel are not known until the booking is made.
For purposes of the Guarantee, a “package” is defined as being an offer that bundles travel with hotel such as: airfare + hotel stay, hotel stay + car rental, or similar packages. The Guarantee will not apply to the room component (if rate is published) of a package sold on another web site, and such price may not be compared to the lowest room only price on an IHG web site.
The Guarantee does not include extra fees such as extra person charges, however, for IHG hotels located in Japan or for the ANA website only, the Guarantee applies on websites to room rate and extra person fees only. Other fees or charges do not apply.
However, for purposes of the Guarantee, room prices that include food and beverage items such as breakfast or dinner, room prices that include entertainment items such as tickets to a show or venue, and room prices that include free local calls will not be considered as packages. These inclusive rates may be compared to the lowest price for the same type of inclusive rate for the same type of accommodations sought in the Best Available Rate search on an IHG web site. The Guarantee will apply only if a lower price is found for the same type of inclusive rate.
o Example: If a guest books a rate including breakfast on the IHG web site and finds a lower price including breakfast for the same type of accommodations on a third party web site, the Guarantee applies.
The Guarantee does not include prices that have been negotiated by the hotel with corporations, membership rates (e.g., AAA, Entertainment Card, Industry Rates), government rates, promotional rates or travel agency rates. Only immediately viewable and publicly available rates apply.
The number of Priority Club® points to be awarded to Priority Club Rewards members will be based on the price actually paid by the guest at check-out, assuming the rate booked otherwise qualifies for points. No Priority Club points will be awarded for a free night.
The Guarantee does not apply to Priority Club Award Nights booked through IHG web sites.
The Guarantee does not apply to ANA hotels.
For hotels in Greater China, bed type and smoking preference is not guaranteed and not applicable for comparison for the purposes of the Guarantee.
Regardless of the number of lower prices found, only one free night will be awarded per stay; Each additional night’s rate during the stay will be lowered to match the price found per night.
Limit one free night per name on reservation, per Stay and per hotel for any seven day period. A Stay is one night or consecutive nights at the same hotel location, regardless of frequency of check-in/check-out.
For purposes of the Guarantee, “price” or "rate" does not include any taxes, tariffs or fees imposed by any governmental authority (e.g., federal, state or local) on either IHG or the guest for the duration of the guest's occupancy.
EXAMPLES
Example #1 of how the Guarantee works for a one night stay:
Step 1: View the Terms & Conditions and then book a one night's stay at the lowest available price on the ‘Best Available’ search for an IHG hotel on an IHG web site for a rate of $100.00.
Step 2: Within 24 hours, you find a rate of $90.00 through another web site for the same hotel, same night, same number of guests, same room type [(same number and type of bed(s)], and with the equal to or lesser terms.
Step 3: Contact IHGLink will open in new browser window. in the required manner within 24 hours of booking to claim the Guarantee.
Step 4: Assuming your IHG web site booking is confirmed and the lower price is available and immediately bookable via a competing web site, your reservation will be modified to a free night.
Step 5: Stay, content in the knowledge that you have booked the lowest Internet price available for your room.
Example #2 of how the Guarantee works for a multiple night stay:
Step 1: View the Terms & Conditions and then book a stay for three nights at the lowest available price on the ‘Best Available’ search for an IHG hotel on an IHG web site for a rate of $100.00 for each night.
Step 2: Within 24 hours, you find a rate of $90.00 through another web site for the same hotel, for the same night as one of the nights in your stay, same number of guests, same room type [same number and type of bed(s)], and with the equal to or lesser terms .
Step 3: Contact IHG in the required manner within 24 hours of booking to claim the Guarantee.
Step 4: Assuming your IHGLink will open in new browser window. web site booking is confirmed and the lower price for that night is available and immediately bookable via a competing web site, your reservation will be modified to a free night for the first night and $90 for those nights of your stay for which the lower rate was found.
Step 5: Stay, content in the knowledge that you have booked the lowest Internet price available for your room.
Best Price Guarantee: Every hotel reservation booked through an IHG web site is guaranteed to have the lowest price per night publicly available on the internet or IHG will provide the first night free and match a lower price for each additional night under the following conditions:
If you find a price on a competing web site for any night of your stay that is lower than the lowest price shown for that night, after booking your stay on the 'Best Available' search of an IHG web site, IHG will honor that rate for the nights for which the lower price was found, plus give you the first night free upon verification of the lower price found.
The Guarantee applies to all IHG hotel brands.
A competing web site is defined as a web site that is not owned by IHG, that is selling IHG rooms’ inventory directly to consumers, and that provides a confirmation of a completed reservation at the moment of completing that reservation. Sites that do not reveal the hotel brand name until after payment has been completed (including bidding sites) do not qualify for the Guarantee.
Rooms on the competing web site must be publicly available, viewable and immediately bookable on the Internet at the time of verification.
Lower price found must be for the same hotel, the same type of accommodations, the same number of guests and the same date.
All terms, including but not limited to , cancellation or advanced purchase policies, must be equal or more restrictive when comparing IHG’s rate to a competitor’s rate.
o For example: when you book a refundable rate on IHG’s website it cannot be compared to an advanced purchase or non-refundable rate on a competing site, however, when you book an advanced purchase rate or non-refundable rate on IHG’s website, it can be compared to a refundable rate on a competitor’s website.
To use the Guarantee, you must advise IHG within 24 hours of booking your room on the IHG website by calling the applicable telephone numberLink will open in new browser window. or by filling out the online Best Price GuaranteeLink will open in new browser window. Form with your booking details.
The price difference between IHG’s website and a competing website, when comparing the same currencies, must be at least $1 per night in order to qualify for the Guarantee.
Price on competing website must be in the same currency as the reservation made on the IHG website. Currency conversions will not be considered.
Booking must be made via the “Best Available Rate” search on any of the IHG web sitesLink will open in new browser window..
Guest must book the lowest available price on the “Best Available Rate” search - for the same hotel, the same type of accommodations, the same number of guests, and the same dates - in order to qualify for the Guarantee.
The type of room for which the application of the Guarantee is sought must be the same type of room with similar features as booked on the IHG web site.
o Example: A guest books a king bed with sofa bed room type on the IHG web site, but a lower price is listed for a king bed room type only on the IHG web site. If the third party web site lists a lower rate for a “Standard Room - One King or Two Double Beds” - the Guarantee does not apply.
Guest must have a confirmed IHG reservation and an IHG reservation system confirmation number.
The Guarantee does not apply to web sites or prices where the hotel brand and specific hotel are not known until the booking is made.
For purposes of the Guarantee, a “package” is defined as being an offer that bundles travel with hotel such as: airfare + hotel stay, hotel stay + car rental, or similar packages. The Guarantee will not apply to the room component (if rate is published) of a package sold on another web site, and such price may not be compared to the lowest room only price on an IHG web site.
The Guarantee does not include extra fees such as extra person charges, however, for IHG hotels located in Japan or for the ANA website only, the Guarantee applies on websites to room rate and extra person fees only. Other fees or charges do not apply.
However, for purposes of the Guarantee, room prices that include food and beverage items such as breakfast or dinner, room prices that include entertainment items such as tickets to a show or venue, and room prices that include free local calls will not be considered as packages. These inclusive rates may be compared to the lowest price for the same type of inclusive rate for the same type of accommodations sought in the Best Available Rate search on an IHG web site. The Guarantee will apply only if a lower price is found for the same type of inclusive rate.
o Example: If a guest books a rate including breakfast on the IHG web site and finds a lower price including breakfast for the same type of accommodations on a third party web site, the Guarantee applies.
The Guarantee does not include prices that have been negotiated by the hotel with corporations, membership rates (e.g., AAA, Entertainment Card, Industry Rates), government rates, promotional rates or travel agency rates. Only immediately viewable and publicly available rates apply.
The number of Priority Club® points to be awarded to Priority Club Rewards members will be based on the price actually paid by the guest at check-out, assuming the rate booked otherwise qualifies for points. No Priority Club points will be awarded for a free night.
The Guarantee does not apply to Priority Club Award Nights booked through IHG web sites.
The Guarantee does not apply to ANA hotels.
For hotels in Greater China, bed type and smoking preference is not guaranteed and not applicable for comparison for the purposes of the Guarantee.
Regardless of the number of lower prices found, only one free night will be awarded per stay; Each additional night’s rate during the stay will be lowered to match the price found per night.
Limit one free night per name on reservation, per Stay and per hotel for any seven day period. A Stay is one night or consecutive nights at the same hotel location, regardless of frequency of check-in/check-out.
For purposes of the Guarantee, “price” or "rate" does not include any taxes, tariffs or fees imposed by any governmental authority (e.g., federal, state or local) on either IHG or the guest for the duration of the guest's occupancy.
EXAMPLES
Example #1 of how the Guarantee works for a one night stay:
Step 1: View the Terms & Conditions and then book a one night's stay at the lowest available price on the ‘Best Available’ search for an IHG hotel on an IHG web site for a rate of $100.00.
Step 2: Within 24 hours, you find a rate of $90.00 through another web site for the same hotel, same night, same number of guests, same room type [(same number and type of bed(s)], and with the equal to or lesser terms.
Step 3: Contact IHGLink will open in new browser window. in the required manner within 24 hours of booking to claim the Guarantee.
Step 4: Assuming your IHG web site booking is confirmed and the lower price is available and immediately bookable via a competing web site, your reservation will be modified to a free night.
Step 5: Stay, content in the knowledge that you have booked the lowest Internet price available for your room.
Example #2 of how the Guarantee works for a multiple night stay:
Step 1: View the Terms & Conditions and then book a stay for three nights at the lowest available price on the ‘Best Available’ search for an IHG hotel on an IHG web site for a rate of $100.00 for each night.
Step 2: Within 24 hours, you find a rate of $90.00 through another web site for the same hotel, for the same night as one of the nights in your stay, same number of guests, same room type [same number and type of bed(s)], and with the equal to or lesser terms .
Step 3: Contact IHG in the required manner within 24 hours of booking to claim the Guarantee.
Step 4: Assuming your IHGLink will open in new browser window. web site booking is confirmed and the lower price for that night is available and immediately bookable via a competing web site, your reservation will be modified to a free night for the first night and $90 for those nights of your stay for which the lower rate was found.
Step 5: Stay, content in the knowledge that you have booked the lowest Internet price available for your room.
Oct 13, 11, 5:33 pm
#377
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 10,277
Thanks. I saved the page as PDF so that it's easy to view and it's nice to keep a record too.
I got 2 claims approved today (same property within 30 days period). BRG agent mentioned nothing about the 30 days thing. Let's see what's going to happen.
I got 2 claims approved today (same property within 30 days period). BRG agent mentioned nothing about the 30 days thing. Let's see what's going to happen.
Last edited by nacho; Oct 13, 11 at 5:42 pm
Oct 13, 11, 7:11 pm
#378
Join Date: Jul 2007
Location: Expat in SIN
Programs: UA Plat, TK Gold, *G
Posts: 1,452
I can file as many claims as I want for the same hotel today, as long as all stays are 7 (or 30) days apart?
Thanks!
Oct 13, 11, 7:19 pm
#379
Join Date: Jul 2007
Location: Expat in SIN
Programs: UA Plat, TK Gold, *G
Posts: 1,452
Out of my 5 approved claims, 2 were confirmed adjusted by the BRG department. However, they said that the online reservation system will not show the ZERO rate.
"Due to system limitation, the adjusted rate will not reflect on the reservation when you try to retrieve it online. However, please be certain that the hotel has confirmed the correct adjusted rate."
"Due to system limitation, the adjusted rate will not reflect on the reservation when you try to retrieve it online. However, please be certain that the hotel has confirmed the correct adjusted rate."
Oct 14, 11, 1:37 am
#380
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 10,277
Be aware that they are taking the 30 days rules tight now.
Mr. Nacho and I filed 2 claims for the same property and only one of them got through. I booked not the non-refundable rate because no way I'll take the risk. Usually I got an e-mail saying that I need to change the rate in order to qualify, but not this!
The BRG agent said even though I filed my claim before the 30 days rule kicked in but since the claim wasn't approved, therefore she insisted on the 30 days rule - since I got a claim for the property within the 30 days then there is no way my claim will be approved.
Fortunately I booked a flex rate so that I can cancel it. If I ever do it next time I'll book a flex rate and then call a couple of hours later.
Mr. Nacho and I filed 2 claims for the same property and only one of them got through. I booked not the non-refundable rate because no way I'll take the risk. Usually I got an e-mail saying that I need to change the rate in order to qualify, but not this!
The BRG agent said even though I filed my claim before the 30 days rule kicked in but since the claim wasn't approved, therefore she insisted on the 30 days rule - since I got a claim for the property within the 30 days then there is no way my claim will be approved.
Fortunately I booked a flex rate so that I can cancel it. If I ever do it next time I'll book a flex rate and then call a couple of hours later.
Oct 14, 11, 8:03 am
#381
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,147
Is anyone having much luck on USA claims? I've had sucess in Europe and S. America, but recently turned my attention to some future USA stays. In more than a half dozen city searches -- from ANC to NYC -- I haven't found anything to claim.
If folks are having success, I'd appreciate hearing about which competitive websites they're using. I've found that Kayak doesn't always capture lower rates, so it's good to also run IHG's rates through the most likely sources.
If folks are having success, I'd appreciate hearing about which competitive websites they're using. I've found that Kayak doesn't always capture lower rates, so it's good to also run IHG's rates through the most likely sources.
Oct 14, 11, 8:13 am
#382
Join Date: Mar 2001
Location: Milwaukee, Wi. USA
Posts: 675
"Call for details"
I have made four claims, of which three have been approved and one is pending. The fastest approval from the Hotel came from the Intercontinental in Miami.
While the rate does not show on the computerized "my reservations" at the Priority Club website as complimentary, it shows as "Call for details." This is one way of knowing that the HOTEL has agreed to make the stay complimentary.
Some of my claims, for different hotels in different cities, were made within a 7 day period or a 30 day period, so I believe the limitation is only on claims made for the same hotel. With the Wyndham BRG, we always made the consecutive night claims under different names of people in the traveling party. I suspect the same will work here.
While the rate does not show on the computerized "my reservations" at the Priority Club website as complimentary, it shows as "Call for details." This is one way of knowing that the HOTEL has agreed to make the stay complimentary.
Some of my claims, for different hotels in different cities, were made within a 7 day period or a 30 day period, so I believe the limitation is only on claims made for the same hotel. With the Wyndham BRG, we always made the consecutive night claims under different names of people in the traveling party. I suspect the same will work here.
Oct 14, 11, 9:23 am
#383
Join Date: Mar 2010
Location: BOG
Programs: IC Amb, IHG Spire, Hilton Diamond, EY E+, UA*G, BA Gold
Posts: 65
1525 GMT: I've just been told on the telephone that the T&C's are going to AGAIN be updated to "ONE free night per NAME on reservation per thirty days" due to "misinterpretations" of the terms and conditions -- nothing regarding hotel or stays. The manager confirmed this.
I don't understand how they can be misinterpreted: it is obvious from the "per name, per stay, per hotel" that it only applies when one has booked the same hotel with the same name within a thirty day period.
That means if I had something in London on 1st Nov and in NY on 30th Nov, the claim made pursuant to the first would be denied! Getting even tighter... This is becoming farcical.
Just had a discussion on the 'phone since the agent claims that as the new terms are "being updated", the ones that are currently available on the website do not apply. And there they are... whinging that everything has to be "publicly viewable and readily available"...
I can only hope that I was unlucky with the agent that answered my call, maybe others will not be so restrictive in interpreting the terms and conditions in this manner.
I don't understand how they can be misinterpreted: it is obvious from the "per name, per stay, per hotel" that it only applies when one has booked the same hotel with the same name within a thirty day period.
That means if I had something in London on 1st Nov and in NY on 30th Nov, the claim made pursuant to the first would be denied! Getting even tighter... This is becoming farcical.
Just had a discussion on the 'phone since the agent claims that as the new terms are "being updated", the ones that are currently available on the website do not apply. And there they are... whinging that everything has to be "publicly viewable and readily available"...
I can only hope that I was unlucky with the agent that answered my call, maybe others will not be so restrictive in interpreting the terms and conditions in this manner.
Last edited by Errata; Oct 14, 11 at 11:38 am
Oct 14, 11, 1:47 pm
#384
Join Date: Jun 2002
Programs: Hyatt Explorist, IHG Platinum, Celebrity Cruises Elite Plus
Posts: 1,259
My continuing experiences.....
Earlier in this thread I reported my success with two claims (although nothing yet from the property confirmng the rate has been adjusted). We are actually 4 couples traveling together, each with our own rooms. When my "testing the waters" with the first two rooms (Couples A & B) proved successful, I approached the other two parties and asked if they wanted to cash in on the deal. "Yes, of course" was their reply. So each booked their own room, filed their own claims, etc. While couples A & B's claims were approved, couples C and D's were both denied as follows:
Couple C - BRG agent was able to verify the lower rate, however when going to book the room received this response "The deal for this room has been updated. Due to rapid updating of information from our providers, booking information can sometimes be updated during a booking process. The rapid updating of booking information at XXXXXXXX.com is vital for presenting you with the cheapest and latest deals as they become available. Please click the "Book Again" button to book this room again. BRG denied claim based on the T&C saying "Rooms on the competing web site must be publicly available, viewable and immediately bookable on the Internet at the time of verification." Okay, I'll give them this one.
Couple D - BRG agent said the 3rd party website (same used in the other 2 successful BRGs as well as the one above) was a "search engine for other websites, and not a legitimate website to make actual bookings on". Claim denied. Total BS!
So after our friends reported back their respective denials, I went back to the competing website and everything was once again "bookable" without the problems encountered by the BRG agent working couple C's claim. The time difference between the BRG rep handling couple "C" and my checking was overnight.
The experience couples C & D had underscores earlier suggestions on this thread to phone in your claims vs. online form. The time lag from submitting an on line form to waiting for a BRG agent to verify the lower rate is simply dangerous with rates & inventory constantly changing.
At this point, I called BRG on behalf of couples C & D. The agent was now able to verify the lower rate for Couple C and approved the claim that was denied the day prior. Next we moved to Couple D and she also approved (this was the claim originally denied saying the competing website was merely a search engine). The agent also said she would be calling the hotel for both claims to have the rate adjusted. Okay, so we're doing pretty good here. Next I asked if she would email both couples advising their claims were now approved. Her response was that the emails had to come from the original agents who denied each claim! The agent handling Couple C would be in later that day, and to expect an email during their shift. However the original agent handling Couple D was now on days off and wouldn't be back until Sunday. This is absurd! As info this conversation took place yesterday (Thurs).
So today I contact couple C and ask if they received an email confirming their claim was now approved. No email received. I got on the phone again, and after much chiding, the BRG agent I spoke with today agreed to send out emails to both Couples C & D advising their claims were approved, which each couple has now received. This despite yesterday's agent saying the emails had to come from the original agent who "owns" the claims. Again, absurdity rules the day!
Over the years I've had a fair amount of experience with BRG programs with Marriott, Hyatt, Starwood, Expedia and Travelocity, and in every case the rate adjustment is handled on the spot upon verification/approval of your claim. Never is it a two-step process where your claim is approved, but the rate adjustment has to go to the local property for review/handling. IMO this is a major stumbling block in IHG's BRG system and leaves the guest in the lurch with the burden on their shoulder based on the number of cases here reporting it can take even weeks before the hotel gets around to adjusting the rate.
Couple C - BRG agent was able to verify the lower rate, however when going to book the room received this response "The deal for this room has been updated. Due to rapid updating of information from our providers, booking information can sometimes be updated during a booking process. The rapid updating of booking information at XXXXXXXX.com is vital for presenting you with the cheapest and latest deals as they become available. Please click the "Book Again" button to book this room again. BRG denied claim based on the T&C saying "Rooms on the competing web site must be publicly available, viewable and immediately bookable on the Internet at the time of verification." Okay, I'll give them this one.
Couple D - BRG agent said the 3rd party website (same used in the other 2 successful BRGs as well as the one above) was a "search engine for other websites, and not a legitimate website to make actual bookings on". Claim denied. Total BS!
So after our friends reported back their respective denials, I went back to the competing website and everything was once again "bookable" without the problems encountered by the BRG agent working couple C's claim. The time difference between the BRG rep handling couple "C" and my checking was overnight.
The experience couples C & D had underscores earlier suggestions on this thread to phone in your claims vs. online form. The time lag from submitting an on line form to waiting for a BRG agent to verify the lower rate is simply dangerous with rates & inventory constantly changing.
At this point, I called BRG on behalf of couples C & D. The agent was now able to verify the lower rate for Couple C and approved the claim that was denied the day prior. Next we moved to Couple D and she also approved (this was the claim originally denied saying the competing website was merely a search engine). The agent also said she would be calling the hotel for both claims to have the rate adjusted. Okay, so we're doing pretty good here. Next I asked if she would email both couples advising their claims were now approved. Her response was that the emails had to come from the original agents who denied each claim! The agent handling Couple C would be in later that day, and to expect an email during their shift. However the original agent handling Couple D was now on days off and wouldn't be back until Sunday. This is absurd! As info this conversation took place yesterday (Thurs).
So today I contact couple C and ask if they received an email confirming their claim was now approved. No email received. I got on the phone again, and after much chiding, the BRG agent I spoke with today agreed to send out emails to both Couples C & D advising their claims were approved, which each couple has now received. This despite yesterday's agent saying the emails had to come from the original agent who "owns" the claims. Again, absurdity rules the day!
Over the years I've had a fair amount of experience with BRG programs with Marriott, Hyatt, Starwood, Expedia and Travelocity, and in every case the rate adjustment is handled on the spot upon verification/approval of your claim. Never is it a two-step process where your claim is approved, but the rate adjustment has to go to the local property for review/handling. IMO this is a major stumbling block in IHG's BRG system and leaves the guest in the lurch with the burden on their shoulder based on the number of cases here reporting it can take even weeks before the hotel gets around to adjusting the rate.
Oct 14, 11, 2:01 pm
#385
Join Date: Nov 2010
Posts: 489
The recent updates of BRG make me disappointed.
As a worldwide hotel chain, IHG should have researched on the impact by launching a "best price or first night free" program. They are not the first hotel chain to work it out, but after Ramada. If they have checked various websites and discussion boards, they should have learned from the experience of Ramada. Obviously they didn't.
It is absolutely surprising that two revisions (while the third is expected soon) of terms and conditions are made before the one-month anniversary. More hurdles and traps are set just because they have no intention to honor their guarantee at all. Both known revisions are hindering all travelers, including usual travelers, to be protected by their claim. It is not ethically or legally required to have a best price guarantee, but please don't make it a false hope or empty promise if you are doing it, especially when it is stressed on your website and your advertisement material. This is ethically unacceptable.
To be honest, the quick changes of terms and conditions offer a bad and unprofessional impression. It is just like everything is decided and implemented hastily. What a big joke.
As a worldwide hotel chain, IHG should have researched on the impact by launching a "best price or first night free" program. They are not the first hotel chain to work it out, but after Ramada. If they have checked various websites and discussion boards, they should have learned from the experience of Ramada. Obviously they didn't.
It is absolutely surprising that two revisions (while the third is expected soon) of terms and conditions are made before the one-month anniversary. More hurdles and traps are set just because they have no intention to honor their guarantee at all. Both known revisions are hindering all travelers, including usual travelers, to be protected by their claim. It is not ethically or legally required to have a best price guarantee, but please don't make it a false hope or empty promise if you are doing it, especially when it is stressed on your website and your advertisement material. This is ethically unacceptable.
To be honest, the quick changes of terms and conditions offer a bad and unprofessional impression. It is just like everything is decided and implemented hastily. What a big joke.
Oct 14, 11, 3:34 pm
#386
Join Date: Mar 2010
Location: BOG
Programs: IC Amb, IHG Spire, Hilton Diamond, EY E+, UA*G, BA Gold
Posts: 65
IHG should have researched on the impact by launching a "best price or first night free" program. They are not the first hotel chain to work it out, but after Ramada. If they have checked various websites and discussion boards, they should have learned from the experience of Ramada. Obviously they didn't.
It is absolutely surprising that two revisions (while the third is expected soon) of terms and conditions are made before the one-month anniversary. More hurdles and traps are set just because they have no intention to honor their guarantee at all. Both known revisions are hindering all travelers, including usual travelers, to be protected by their claim. It is not ethically or legally required to have a best price guarantee, but please don't make it a false hope or empty promise if you are doing it, especially when it is stressed on your website and your advertisement material. This is ethically unacceptable.
To be honest, the quick changes of terms and conditions offer a bad and unprofessional impression. It is just like everything is decided and implemented hastily. What a big joke.
It is absolutely surprising that two revisions (while the third is expected soon) of terms and conditions are made before the one-month anniversary. More hurdles and traps are set just because they have no intention to honor their guarantee at all. Both known revisions are hindering all travelers, including usual travelers, to be protected by their claim. It is not ethically or legally required to have a best price guarantee, but please don't make it a false hope or empty promise if you are doing it, especially when it is stressed on your website and your advertisement material. This is ethically unacceptable.
To be honest, the quick changes of terms and conditions offer a bad and unprofessional impression. It is just like everything is decided and implemented hastily. What a big joke.
Half of me desperately wants to write to someone in the upper echelons about the lack of professionalism and ethics in this programme point by point, but half of me can't be bothered because I know I'll get fobbed off with some non-excuses and indirect answers.
Furthermore, I contacted one third party site to enquire why IHG's rate had vanished from their site -- and their response was surprising. I managed to get hold of a copy of the correspondence that was sent to the site by IHG and it was truly remarkable, not to mention ethically questionable. (PM for details)
I'm sure the programme is going to end up being especially pernicious to their company -- and I'm saying this as one who's had several accepted BRG claims....
Last edited by Errata; Oct 14, 11 at 6:33 pm
Oct 14, 11, 4:32 pm
#387
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 10,277
1525 GMT: I've just been told on the telephone that the T&C's are going to AGAIN be updated to "ONE free night per NAME on reservation per thirty days" due to "misinterpretations" of the terms and conditions -- nothing regarding hotel or stays. The manager confirmed this.
I don't understand how they can be misinterpreted: it is obvious from the "per name, per stay, per hotel" that it only applies when one has booked the same hotel with the same name within a thirty day period.
That means if I had something in London on 1st Nov and in NY on 30th Nov, the claim made pursuant to the first would be denied! Getting even tighter... This is becoming farcical.
Just had a discussion on the 'phone since the agent claims that as the new terms are "being updated", the ones that are currently available on the website do not apply. And there they are... whinging that everything has to be "publicly viewable and readily available"...
I can only hope that I was unlucky with the agent that answered my call, maybe others will not be so restrictive in interpreting the terms and conditions in this manner.
I don't understand how they can be misinterpreted: it is obvious from the "per name, per stay, per hotel" that it only applies when one has booked the same hotel with the same name within a thirty day period.
That means if I had something in London on 1st Nov and in NY on 30th Nov, the claim made pursuant to the first would be denied! Getting even tighter... This is becoming farcical.
Just had a discussion on the 'phone since the agent claims that as the new terms are "being updated", the ones that are currently available on the website do not apply. And there they are... whinging that everything has to be "publicly viewable and readily available"...
I can only hope that I was unlucky with the agent that answered my call, maybe others will not be so restrictive in interpreting the terms and conditions in this manner.
The agent then said, 'I already saw that you have a reservation for the same hotel 10 days before'. I said, 'yes it was more than 7 days in between'. Then she started digging the reservation for the same hotel made under Mr. Nacho's name
What the **** has to do with my claim? It stated very clearly that one claim per person per reservation. Basically she was trying to make it impossible for me to file a claim. Fortunately I didn't make a non-refundable rate, as I was able to change the rate to flexible and then cancel the booking.
The T&C of BRG is a mess. It's so unclear and messy. Why don't they just stop it instead of tightening the rules 3 times?
Oct 14, 11, 4:52 pm
#388
Join Date: Mar 2010
Location: BOG
Programs: IC Amb, IHG Spire, Hilton Diamond, EY E+, UA*G, BA Gold
Posts: 65
Today I called again for a denied claim. I got an e-mail saying that they will verify the rate with the hotel and then my rate will be adjusted to complimentary. So I thought, ok maybe it got through because I received something something similar for 2 claims for IC SG. I was stupid enough not to call after receiving that e-mail. Instead I wrote to them to clarify if my claim is approved. I got a denied claim and I phoned them to ask why etc.
The agent then said, 'I already saw that you have a reservation for the same hotel 10 days before'. I said, 'yes it was more than 7 days in between'. Then she started digging the reservation for the same hotel made under Mr. Nacho's name What the **** has to do with my claim? It stated very clearly that one claim per person per reservation.
Basically she was trying to make it impossible for me to file a claim. Fortunately I didn't make a non-refundable rate, as I was able to change the rate to flexible and then cancel the booking.
The T&C of BRG is a mess. It's so unclear and messy. Why don't they just stop it instead of tightening the rules 3 times?
The agent then said, 'I already saw that you have a reservation for the same hotel 10 days before'. I said, 'yes it was more than 7 days in between'. Then she started digging the reservation for the same hotel made under Mr. Nacho's name
What the **** has to do with my claim? It stated very clearly that one claim per person per reservation. Basically she was trying to make it impossible for me to file a claim. Fortunately I didn't make a non-refundable rate, as I was able to change the rate to flexible and then cancel the booking.
The T&C of BRG is a mess. It's so unclear and messy. Why don't they just stop it instead of tightening the rules 3 times?
Obviously not everyone has time to do this, that must be what they're hoping.
Oct 14, 11, 5:00 pm
#389
Join Date: Sep 2006
Location: Arrecife
Programs: BA Silver, TK Silver, HH Diamond, IHG Plat AMB
Posts: 2,441
nacho, on which third party website were you finding lower rates for the IC Singapore?
Oct 14, 11, 5:07 pm
#390
Join Date: Apr 2007
Posts: 705
ive been waiting since 1 october for my rate adjustment by the hotel
