Old Jul 8, 2013, 11:43 am
FlyerTalk Forums Expert How-Tos and Guides
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
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New IHG Best Rate Guarantee - Discussion & Feedback

Old Nov 17, 2015, 2:33 pm
  #7246  
 
Join Date: Nov 2012
Posts: 1,084
Originally Posted by mitpat474
Are they both Standard vs standard? if they aren't, I can imagine they would deny the claim.

As in name of the room type irrespective of the description.

Sometimes they deny classic vs standard (not always but they do).
Well they are claiming "room selected at check in"isn't equivalent to standard on ihg.com but rather to a lower room category called "king leisure" which makes no sense because it's a predefined bed type. The room type on booking.com is not called Standard, but "room selected at check-in", with a description that matches the standard room. I bet you if you submit a claim when booking "king leisure they will claim that does not match the room type.

They approved it once, but then decided they weren't going to do it anymore

Last edited by DealAddict; Nov 17, 2015 at 3:31 pm
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Old Nov 17, 2015, 3:32 pm
  #7247  
 
Join Date: Nov 2012
Posts: 1,084
Actually, since they claimed "king leisure" on IHG will be equivalent to "Room selected at check-in", if I submit another claim, can I include their email as proof if they try to deny the two room types are comparable? I bet it won't help, but I could try....
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Old Nov 18, 2015, 6:57 am
  #7248  
 
Join Date: Nov 2012
Posts: 1,084
Oh well, in the end got a successful BRG on another hotel for the same day...Not as nice, but good location as well
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Old Nov 18, 2015, 7:58 am
  #7249  
 
Join Date: Nov 2012
Posts: 1,084
Originally Posted by BorussiaMG
To answer myself: They don't adjust the stay ^
In my case, IC Times Square did adjust my rate prior to my stay... I would not have wanted to wait for a $ 500 reimbursement check.
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Old Nov 18, 2015, 7:45 pm
  #7250  
 
Join Date: Aug 2009
Posts: 116
I submitted a claim over 30 hours ago... anyone having quicker responses lately?
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Old Nov 19, 2015, 4:27 am
  #7251  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,456
Originally Posted by discountsae
I submitted a claim over 30 hours ago... anyone having quicker responses lately?
probably "lost" resubmit
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Old Nov 19, 2015, 7:15 am
  #7252  
 
Join Date: Aug 2009
Posts: 116
Originally Posted by mitpat474
probably "lost" resubmit
I emailed [email protected] to inquire about the status of my claim. Their response was that they never received a claim, which is bunk. I made a new reservation and made a new claim. I also replied to their email with a pdf of my new claim. Has this situation been happening to others??

Here is their response to my initial email:

Thank you for contacting our office regarding the Best Price Guarantee in reference to rates at the XXXXXXXXX. We appreciate the opportunity to assist you with this.



To briefly explain what the Guarantee is, this is basically a website-to-website comparison program. If any of our guest who have booked on an IHG website find a lower rate on a third-party website within twenty-four (24) hours after making the booking for the exact same reservation they may submit an online claim form. We would then verify if the reported rate meets the Terms and Conditions of the program and can be compared to the reservation that was booked with us. Please be advised that an active reservation booked online under the Best Available rate preference is required in order for us to verify a lower rate.



Reporting to IHG of a Claim. You must contact us using the online claim form within twenty-four (24) hours after completing your valid room booking on any IHG website to make a claim under the Best Price Guarantee. In addition, the claim must be submitted at least twenty-four (24) hours prior to the standard check-in time at the applicable IHG hotel. The average nightly lower room price and lower total room cost must be available for booking at the time of claim verification and both must be lower than those found on an IHG website, as determined by IHG customer service representatives, and in IHGs sole discretion.



We have double checked our database and we were unable to see any claim that you have sent to us for confirmation # XXXXXXXX. We would like to assure you that IHG customer service representatives for Best Price Guarantee are available 24/7 to handle e-mail claims. At the same time, there could be inevitable circumstances that we do not have control of. In our commitment to provide you with the highest level of service in the industry and whilst we make every attempt to ensure that we are able to accommodate our valued guests' preferences, some program features may not meet your expectations. Rest assured that you can look forward to our continued and ceaseless efforts to improve on our program and services.



Based on the result of the verification, your reservation shall remain at the rate it was originally booked at. We appreciate your interest in filing for the Best Price Guarantee and encourage you to learn more about our program and to reference our Terms and Conditions by visiting www.ihg.com/bestprice.



If you need further assistance, please feel free to contact us.
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Old Nov 19, 2015, 8:03 am
  #7253  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,456
Originally Posted by discountsae
I emailed [email protected] to inquire about the status of my claim. Their response was that they never received a claim, which is bunk. I made a new reservation and made a new claim. I also replied to their email with a pdf of my new claim. Has this situation been happening to others??

Here is their response to my initial email:

Thank you for contacting our office regarding the Best Price Guarantee in reference to rates at the XXXXXXXXX. We appreciate the opportunity to assist you with this.



To briefly explain what the Guarantee is, this is basically a website-to-website comparison program. If any of our guest who have booked on an IHG website find a lower rate on a third-party website within twenty-four (24) hours after making the booking for the exact same reservation they may submit an online claim form. We would then verify if the reported rate meets the Terms and Conditions of the program and can be compared to the reservation that was booked with us. Please be advised that an active reservation booked online under the Best Available rate preference is required in order for us to verify a lower rate.



Reporting to IHG of a Claim. You must contact us using the online claim form within twenty-four (24) hours after completing your valid room booking on any IHG website to make a claim under the Best Price Guarantee. In addition, the claim must be submitted at least twenty-four (24) hours prior to the standard check-in time at the applicable IHG hotel. The average nightly lower room price and lower total room cost must be available for booking at the time of claim verification and both must be lower than those found on an IHG website, as determined by IHG customer service representatives, and in IHGs sole discretion.



We have double checked our database and we were unable to see any claim that you have sent to us for confirmation # XXXXXXXX. We would like to assure you that IHG customer service representatives for Best Price Guarantee are available 24/7 to handle e-mail claims. At the same time, there could be inevitable circumstances that we do not have control of. In our commitment to provide you with the highest level of service in the industry and whilst we make every attempt to ensure that we are able to accommodate our valued guests' preferences, some program features may not meet your expectations. Rest assured that you can look forward to our continued and ceaseless efforts to improve on our program and services.



Based on the result of the verification, your reservation shall remain at the rate it was originally booked at. We appreciate your interest in filing for the Best Price Guarantee and encourage you to learn more about our program and to reference our Terms and Conditions by visiting www.ihg.com/bestprice.



If you need further assistance, please feel free to contact us.
hence the inverted commas, just re submit.
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Old Nov 19, 2015, 8:44 am
  #7254  
 
Join Date: Aug 2009
Posts: 116
Originally Posted by mitpat474
hence the inverted commas, just re submit.
I did resubmit and then I got this lousy reply to my recent claim.

"We have verified the website XXXXXXXXXXXXXXXX and were unable to locate any comparable room type which would match the reservation you have booked on the IHG website. The room offering for the hotel is listed as a 1 Standard Bed as it's lowest room category. This room is a different type than the Standard Room Nonsmoking (which is not the lowest room category on the IHG website) which you have booked and thus we are unable to compare the two."

So I have amended my reservation to be in a 1 KING BED LEISURE NONSMOKING which is the lowest room category on the IHG website.

I have resubmitted my claim AGAIN!
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Old Nov 19, 2015, 10:47 am
  #7255  
 
Join Date: Nov 2014
Location: Rio & Boston
Programs: AA Platinum, HH Diamond, Hertz President
Posts: 83
REJECTED!

Booked 2 nights at $399 for the Intercon in Montery, CA, then TravelZoo popped up with the same room for $199 plus a bunch of other goodies. Same cancellation, yada yada.

So I filled out the form and long email short, was rejected because TZoo is a 'members only' website....
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Old Nov 19, 2015, 11:48 am
  #7256  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,456
Originally Posted by chrish09
REJECTED!

Booked 2 nights at $399 for the Intercon in Montery, CA, then TravelZoo popped up with the same room for $199 plus a bunch of other goodies. Same cancellation, yada yada.

So I filled out the form and long email short, was rejected because TZoo is a 'members only' website....

Travelzoo won't work, for that price you may aswell book via OTA
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Old Nov 19, 2015, 2:30 pm
  #7257  
 
Join Date: Feb 2015
Posts: 61
Originally Posted by discountsae
I submitted a claim over 30 hours ago... anyone having quicker responses lately?
A good thing you can do is resubmit when you're approaching 12 hours of waiting time
TheBlackMamba is offline  
Old Nov 19, 2015, 5:07 pm
  #7258  
 
Join Date: Nov 2012
Posts: 1,084
Originally Posted by discountsae
I did resubmit and then I got this lousy reply to my recent claim.

"We have verified the website XXXXXXXXXXXXXXXX and were unable to locate any comparable room type which would match the reservation you have booked on the IHG website. The room offering for the hotel is listed as a 1 Standard Bed as it's lowest room category. This room is a different type than the Standard Room Nonsmoking (which is not the lowest room category on the IHG website) which you have booked and thus we are unable to compare the two."

So I have amended my reservation to be in a 1 KING BED LEISURE NONSMOKING which is the lowest room category on the IHG website.

I have resubmitted my claim AGAIN!

Which hotel is this? The Inidgo Chelsea?
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Old Nov 21, 2015, 6:58 am
  #7259  
FlyerTalk Evangelist
 
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,136
Judging by this thread, IHG are playing games. I sent in a claim on the 17th - no reply. I made a separate reservation on the 19th - no reply.

I knew that the IHG BRG was a joke, but at least I would appreciate an email with some BS excuse to deny my claim so I can cancel my reservations in peace and stay elsewhere...
craigthemif is offline  
Old Nov 21, 2015, 8:06 am
  #7260  
 
Join Date: Sep 2004
Location: The Bay Area, USA
Posts: 158
Originally Posted by chrish09
REJECTED!

Booked 2 nights at $399 for the Intercon in Montery, CA, then TravelZoo popped up with the same room for $199 plus a bunch of other goodies. Same cancellation, yada yada.

So I filled out the form and long email short, was rejected because TZoo is a 'members only' website....
See my post #7227. They didn't claim Travelzoo to be a members only site for me but my claim was denied because that Travelzoo rate is a package and their rates were not. Yet the TZ package is clearly greater.

What irks me is that the TZ rate for a partial ocean view room with the 25% off lunch or dinner cert plus $50 spa credit was about the same as an Ambassador BOGO weekend cert stay for a lower class room upgraded to POW and no extras. And both rooms were refundable.
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