Jul 8, 2013, 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
Sep 30, 2012, 9:26 pm
#1996
Join Date: May 2008
Location: SAN
Programs: AS GOLD
Posts: 403
Aprroved on the 21st September and sorry letter on the 1st October . I checked out today and asked about my future reservation which still shows in their system as a BRG . So not sure what's going on here .
Surely once that approve it they can't later (10 days) change their mind. I have submitted a few brg and got the best rate guarantee would like to cancel this message . I'm guessing these are ones that have been approved and then after a second look been denied. I screen shot everything but doesn't count for swat.
Surely once that approve it they can't later (10 days) change their mind. I have submitted a few brg and got the best rate guarantee would like to cancel this message . I'm guessing these are ones that have been approved and then after a second look been denied. I screen shot everything but doesn't count for swat.
Oct 1, 2012, 10:57 am
#1997
Join Date: Nov 2010
Posts: 496
I did have a similar experience on denying a BRG after approval 6 months ago. However, to be honest, the denial was legitimate because the agent overlooked the cancellation policy of the third-party website, so did I. The denial was made as quickly as 2 hours after its initial approval, but not as late as in your situation. As I was booking the room at the best available rate (fully refundable), I don't feel uncomfortable on this issue.
Why is your BRG denied? Did they give any reason?
Why is your BRG denied? Did they give any reason?
Oct 2, 2012, 11:07 am
#1998
Join Date: Apr 2011
Location: SYDNEY
Programs: *A Gold, HH dia,Hyatt plat,Sixt PLAT,QF , EY Gold
Posts: 1,890
I just had a look more closely to the reason why they denied it after 10 days. I became suspicious because I would have booked the package they are referring it its still cheaper than the ICH website. But then I noticed something . The agent has clicked and highlighted the rate and room type and price of $380.54AUD but below the total is $340.54AUD I'm not 100% sure but it seems like they have photoshopped my claim so they can deny it.
I checked the third party site all rates are the same it shows $340.54 and below the total of $340.54 . In fact there is no rate on the page for that amount . I believe that have altered the website and forgot to change the total below.
I have contacted IHG care on FB see what happens
I checked the third party site all rates are the same it shows $340.54 and below the total of $340.54 . In fact there is no rate on the page for that amount . I believe that have altered the website and forgot to change the total below.
I have contacted IHG care on FB see what happens
Oct 2, 2012, 11:38 am
#1999
Join Date: Sep 2011
Location: Germany
Programs: Marriott Platinum Premier, UA Premier (*G)
Posts: 40
Dear marcello3o3,
Re: Confirmation # 12345678
As one of our valued Priority Club members, we are writing you regarding your upcoming reservation for the Holiday Inn Express Brussels Airport, Belgium. This hotel is no longer part of the IHG system and I would like to apologize in advance for any inconvenience this may cause you.
The hotel will be able to honor your reservation as you had originally booked it with IHG, however they will be unable to offer Priority Club points and benefits. If you have any questions or would like to cancel your reservation, please contact the hotel directly. The hotel’s direct phone number is 32.2.725.33.80.
If you prefer to stay at an IHG hotel and enjoy all the benefits of the Priority Club program, please contact our central reservation office at 800-465-4329 and we will be happy to assist you. In addition, you may also visit our web site to locate alternate IHG accommodations at www.ihg.com.
As of September 28, 2013 the following IHG hotels are showing room availability:
1. Crowne Plaza Brussels Le Palace, Belgium
2. Holiday Inn Brussels- Schuman, Belgium
Once again, we apologize for the inconvenience and look forward to any opportunity to host you as our guest in the near future.
...
Re: Confirmation # 12345678
As one of our valued Priority Club members, we are writing you regarding your upcoming reservation for the Holiday Inn Express Brussels Airport, Belgium. This hotel is no longer part of the IHG system and I would like to apologize in advance for any inconvenience this may cause you.
The hotel will be able to honor your reservation as you had originally booked it with IHG, however they will be unable to offer Priority Club points and benefits. If you have any questions or would like to cancel your reservation, please contact the hotel directly. The hotel’s direct phone number is 32.2.725.33.80.
If you prefer to stay at an IHG hotel and enjoy all the benefits of the Priority Club program, please contact our central reservation office at 800-465-4329 and we will be happy to assist you. In addition, you may also visit our web site to locate alternate IHG accommodations at www.ihg.com.
As of September 28, 2013 the following IHG hotels are showing room availability:
1. Crowne Plaza Brussels Le Palace, Belgium
2. Holiday Inn Brussels- Schuman, Belgium
Once again, we apologize for the inconvenience and look forward to any opportunity to host you as our guest in the near future.
...
And no we can't cancel this reservation from our site. You have to do this from your side over the IHG company.
After 3 hours on the line with different desks (reservations, guest relation and best rate guarantee) that's now the facts:
Reservations desk: Sorry sir, we can't see anything from your reservation anymore. Let me please connect you to the guest relations desk.
Guest relations desk told me: Hm, we will connect you with the BRG desk because the BRG is already suceed. This is a problem which will be solved by them.
BRG desk said: If they charge you we'll pay it back. <-- unacceptable, I won't make a prepay for something what is free. Ok sir, but we can't cancel the reservation from our site. You have to talk to the reservations team.
Reservation desk said: Hm, we can't cancel the reservation because we can't see anymore anything from your reservation, we will connect you to the guest relation desk.
Guest relations desk: Let me have a look what we can do for you. I will ask if it will be possible to book you into another property with the same conditions.
(10 minutes later on hold): Hello, you're speaking with the Best Guarantee desk. What can I do for you...
Waaaaaah, that's so annoying and irritating.
Is it so hard just to get an adequate answer or that they do what I want?
Last edited by marcello3o3; Oct 2, 2012 at 11:40 am Reason: Typo
Oct 2, 2012, 11:49 am
#2000
Moderator: Chase Ultimate Rewards
Join Date: Apr 2005
Location: SFO
Programs: UA 2P, MR LT Plat, IHG Plat, BW Dia, HH Au, Avis PC
Posts: 5,440
BRG desk said: If they charge you we'll pay it back. <-- unacceptable, I won't make a prepay for something what is free. Ok sir, but we can't cancel the reservation from our site. You have to talk to the reservations team.
[...]
Is it so hard just to get an adequate answer or that they do what I want?
[...]
Is it so hard just to get an adequate answer or that they do what I want?
Then the very worst case is you dispute it with the credit card company later, showing your documentation.
Oct 2, 2012, 11:53 am
#2001
Join Date: Apr 2007
Posts: 724
+1
get it in writing and then claim against the card company if you dont get the refund
get it in writing and then claim against the card company if you dont get the refund
Oct 2, 2012, 12:33 pm
#2002
Join Date: Sep 2011
Location: Germany
Programs: Marriott Platinum Premier, UA Premier (*G)
Posts: 40
Thanks for your response. I'll write them an email that they please confirm me this procedere in writing.
Oct 2, 2012, 5:09 pm
#2003
Join Date: Apr 2005
Location: E14
Programs: BA GGL, Marriott, IHG, Sirius, Dusit, Thai, Virgin, Hyatt, BAA, AS, AA(both)
Posts: 1,229
Oct 3, 2012, 12:18 am
#2004
Join Date: Feb 2010
Location: Germany / Spain / Switzerland
Programs: LH M&M SEN, bmi DC Gold, CO Gold Elite, bahn.comfort nothing
Posts: 310
I just had a look more closely to the reason why they denied it after 10 days. I became suspicious because I would have booked the package they are referring it its still cheaper than the ICH website. But then I noticed something . The agent has clicked and highlighted the rate and room type and price of $380.54AUD but below the total is $340.54AUD I'm not 100% sure but it seems like they have photoshopped my claim so they can deny it.
I checked the third party site all rates are the same it shows $340.54 and below the total of $340.54 . In fact there is no rate on the page for that amount . I believe that have altered the website and forgot to change the total below.
I have contacted IHG care on FB see what happens
I checked the third party site all rates are the same it shows $340.54 and below the total of $340.54 . In fact there is no rate on the page for that amount . I believe that have altered the website and forgot to change the total below.
I have contacted IHG care on FB see what happens
I could see a screenshot with an artefact error where a line was not continouing anymore. The price was higher, but they actually had prices and/or room categories removed from the competing website before denying a claim.
As another user had a lot of claims approved for high-price rooms in a short period of time i actually don't understand why they should be doing this as this is acutally something that severely misleads the customer and is tricking claim denials what actually means that a lot of competing website are always cheaper as the IHG Website which leads the whole BPG ad absurdum.
Oct 3, 2012, 6:19 am
#2005
Join Date: Apr 2011
Location: SYDNEY
Programs: *A Gold, HH dia,Hyatt plat,Sixt PLAT,QF , EY Gold
Posts: 1,890
I think there is some fudging going on over at the Brg desk . I will give it a break for a few weeks . It's just become a hobby now .
I would like to ask a question regarding the AP . They charge my cc and then 4-6 weeks later I receive a refund . Do I get points , etc for the stay which I paid for ?
I would like to ask a question regarding the AP . They charge my cc and then 4-6 weeks later I receive a refund . Do I get points , etc for the stay which I paid for ?
Oct 3, 2012, 6:51 am
#2006
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,066
I think there is some fudging going on over at the Brg desk . I will give it a break for a few weeks . It's just become a hobby now .
I would like to ask a question regarding the AP . They charge my cc and then 4-6 weeks later I receive a refund . Do I get points , etc for the stay which I paid for ?
I would like to ask a question regarding the AP . They charge my cc and then 4-6 weeks later I receive a refund . Do I get points , etc for the stay which I paid for ?
)- they gave you a refund and make your stay non-qualifying.
Oct 3, 2012, 7:57 am
#2007
Join Date: Apr 2011
Location: SYDNEY
Programs: *A Gold, HH dia,Hyatt plat,Sixt PLAT,QF , EY Gold
Posts: 1,890
So they take away the points as well ? What about the points earnt from the cc
Oct 3, 2012, 8:10 am
#2008
Join Date: Nov 2010
Posts: 496
Most likely no credit card point either. It has the same effect as returning a product from the viewpoint of the bank.
Last edited by samwkchan; Oct 3, 2012 at 8:14 am Reason: Clarity on negative statement
Oct 3, 2012, 5:29 pm
#2009
Join Date: Jun 2009
Posts: 245
I just had a look more closely to the reason why they denied it after 10 days. I became suspicious because I would have booked the package they are referring it its still cheaper than the ICH website. But then I noticed something . The agent has clicked and highlighted the rate and room type and price of $380.54AUD but below the total is $340.54AUD I'm not 100% sure but it seems like they have photoshopped my claim so they can deny it.
I checked the third party site all rates are the same it shows $340.54 and below the total of $340.54 . In fact there is no rate on the page for that amount . I believe that have altered the website and forgot to change the total below.
I have contacted IHG care on FB see what happens
I checked the third party site all rates are the same it shows $340.54 and below the total of $340.54 . In fact there is no rate on the page for that amount . I believe that have altered the website and forgot to change the total below.
I have contacted IHG care on FB see what happens
Oct 3, 2012, 5:31 pm
#2010
Join Date: Jun 2009
Posts: 245
This is what i was referring to a few weeks ago with strange things happening and as another user also recently reported here.
I could see a screenshot with an artefact error where a line was not continouing anymore. The price was higher, but they actually had prices and/or room categories removed from the competing website before denying a claim.
As another user had a lot of claims approved for high-price rooms in a short period of time i actually don't understand why they should be doing this as this is acutally something that severely misleads the customer and is tricking claim denials what actually means that a lot of competing website are always cheaper as the IHG Website which leads the whole BPG ad absurdum.
I could see a screenshot with an artefact error where a line was not continouing anymore. The price was higher, but they actually had prices and/or room categories removed from the competing website before denying a claim.
As another user had a lot of claims approved for high-price rooms in a short period of time i actually don't understand why they should be doing this as this is acutally something that severely misleads the customer and is tricking claim denials what actually means that a lot of competing website are always cheaper as the IHG Website which leads the whole BPG ad absurdum.
yes this is going on.. put on hold rate dissapears.. found it cheaper whilst on another site... once again rate dissapears (after being put on hold) tip.... phone when the competing website reservation department is closed so they cant call them and get them to change rate.
Last edited by marko4ever29; Oct 3, 2012 at 5:40 pm
