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
Dec 21, 2013, 11:49 am
#5131
Join Date: Dec 2012
Programs: SPG platinum; UA plus member; Delta Member; HHornors Gold, Priority Club Platinum
Posts: 102
I don't think anyone has any luck claiming anywhere right now. The average wait time is a week. So the slim chance you find a lower rate, say 5%, then times the possibility a valid claim will actually get approved, say 10%, that is 5%*10%=0.5%
That means if you look up 200 hotels you look up you might get an approval after about a week waiting.
That means if you look up 200 hotels you look up you might get an approval after about a week waiting.
Dec 22, 2013, 12:31 am
#5132
Join Date: Sep 2004
Location: Toronto, Canada
Programs: UA Silver, Marriott Plat, SPG Gold, IHG Gold, BW Diamond, Club Carlson Silver
Posts: 128
I've noticed something...
There have been instances where my claims (against Best Flex) were approved despite the OTA site having a *slightly* more restrictive cancel policy. We're talking a day or two difference. In virtually all those cases, the OTA rate was less than the Advance Purchase rate, and was cancellable. In other words, I'd say it doesn't hurt to try your luck if you are able to cancel if it gets denied. A recent case would be for a Junior Suite at the IC ORD. Needed a place to stay for a 9 hour layover in ORD. Tried to claim against IC ORD and was denied. I then managed to get a pretty good Marriott LNF for one of the properties out there. Then, a few days later, I decided to try my luck again with the IC using a new reservation. It was approved this time. Hotel accepted their loss and its showing as comp.
I guess it depends on the agent.
As I said, you've got nothing to lose if claiming against Best Flex. If it gets denied just cancel and keep looking!
There have been instances where my claims (against Best Flex) were approved despite the OTA site having a *slightly* more restrictive cancel policy. We're talking a day or two difference. In virtually all those cases, the OTA rate was less than the Advance Purchase rate, and was cancellable. In other words, I'd say it doesn't hurt to try your luck if you are able to cancel if it gets denied. A recent case would be for a Junior Suite at the IC ORD. Needed a place to stay for a 9 hour layover in ORD. Tried to claim against IC ORD and was denied. I then managed to get a pretty good Marriott LNF for one of the properties out there. Then, a few days later, I decided to try my luck again with the IC using a new reservation. It was approved this time. Hotel accepted their loss and its showing as comp.
I guess it depends on the agent.
As I said, you've got nothing to lose if claiming against Best Flex. If it gets denied just cancel and keep looking!
Dec 22, 2013, 4:22 am
#5133
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,783
You can only BRG an OTA rate against an IHG room you reserved on IHG websites. You can not BRG against Award night as you are not payng for the room.
I have never seen or heard of any hotel with a room on Award (points) without also being available to book as a paid night. Maybe your search is set to award Nights instead of Best Available?
I have never seen or heard of any hotel with a room on Award (points) without also being available to book as a paid night. Maybe your search is set to award Nights instead of Best Available?
Your IHG and OTA rates must be in same currency, that means the currency OTA bills your credit card, which is known to vary from the currency OTA displays room rates in.
Also selecting OTA currency display from a pulldown option is no help as OTA will charge in their chosen currency.
Also selecting OTA currency display from a pulldown option is no help as OTA will charge in their chosen currency.
Dec 22, 2013, 6:56 am
#5134
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,456
I've noticed something...
There have been instances where my claims (against Best Flex) were approved despite the OTA site having a *slightly* more restrictive cancel policy. We're talking a day or two difference. In virtually all those cases, the OTA rate was less than the Advance Purchase rate, and was cancellable. In other words, I'd say it doesn't hurt to try your luck if you are able to cancel if it gets denied. A recent case would be for a Junior Suite at the IC ORD. Needed a place to stay for a 9 hour layover in ORD. Tried to claim against IC ORD and was denied. I then managed to get a pretty good Marriott LNF for one of the properties out there. Then, a few days later, I decided to try my luck again with the IC using a new reservation. It was approved this time. Hotel accepted their loss and its showing as comp.
I guess it depends on the agent.
As I said, you've got nothing to lose if claiming against Best Flex. If it gets denied just cancel and keep looking!
There have been instances where my claims (against Best Flex) were approved despite the OTA site having a *slightly* more restrictive cancel policy. We're talking a day or two difference. In virtually all those cases, the OTA rate was less than the Advance Purchase rate, and was cancellable. In other words, I'd say it doesn't hurt to try your luck if you are able to cancel if it gets denied. A recent case would be for a Junior Suite at the IC ORD. Needed a place to stay for a 9 hour layover in ORD. Tried to claim against IC ORD and was denied. I then managed to get a pretty good Marriott LNF for one of the properties out there. Then, a few days later, I decided to try my luck again with the IC using a new reservation. It was approved this time. Hotel accepted their loss and its showing as comp.
I guess it depends on the agent.
As I said, you've got nothing to lose if claiming against Best Flex. If it gets denied just cancel and keep looking!
Dec 22, 2013, 8:10 am
#5135
Join Date: Sep 2004
Location: Toronto, Canada
Programs: UA Silver, Marriott Plat, SPG Gold, IHG Gold, BW Diamond, Club Carlson Silver
Posts: 128
Dec 22, 2013, 9:05 am
#5136
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,456
Dec 22, 2013, 10:26 am
#5137
Join Date: Aug 2011
Location: PWM/CDG
Programs: AF/KL Plat, AA Plat, HH Diamond
Posts: 789
Quick question: is it normal that I haven't heard back after more than 3 days of submitting a claim? I contacted them on twitter, but they say they have no idea.
Dec 22, 2013, 11:27 am
#5138
Join Date: Sep 2012
Posts: 586
Yes, at least currently. I had to wait over a week for my response. Others are experiencing similar time frames.
Dec 22, 2013, 11:49 am
#5139
Join Date: Dec 2012
Programs: SPG platinum; UA plus member; Delta Member; HHornors Gold, Priority Club Platinum
Posts: 102
If you read some recent posts in this thread you will see.
Try calling their so called "guest relations", no sympathy, their customer service quality is as bad as words has it on the streets, non-existent.
Try calling their so called "guest relations", no sympathy, their customer service quality is as bad as words has it on the streets, non-existent.
Dec 22, 2013, 4:00 pm
#5140
Join Date: Jul 2009
Location: Washington, DC
Programs: DL PM; IHG PlatAmb; Hilton Dia; Marriott Plat; Hyatt Discoverist
Posts: 7,309
New IHG Best Rate Guarantee - Discussion & Feedback
stevie, I think we all know your thoughts. merry christmas.
the holidays may be slowing things, but I heard in 48 hours earlier this week. unfortunately, as with many companies, BRG has dedicated agents, so general customer care won't be able to help.
the holidays may be slowing things, but I heard in 48 hours earlier this week. unfortunately, as with many companies, BRG has dedicated agents, so general customer care won't be able to help.
Dec 22, 2013, 4:29 pm
#5141
Join Date: Dec 2012
Programs: SPG platinum; UA plus member; Delta Member; HHornors Gold, Priority Club Platinum
Posts: 102
Adam, I think we all know your thoughts as well.
Dec 22, 2013, 4:35 pm
#5142
Join Date: Dec 2012
Programs: SPG platinum; UA plus member; Delta Member; HHornors Gold, Priority Club Platinum
Posts: 102
Also point of information, even though BRG has their agents, other program's customer care occasionally do help.
Dec 22, 2013, 6:32 pm
#5143
Join Date: Jul 2009
Location: Washington, DC
Programs: DL PM; IHG PlatAmb; Hilton Dia; Marriott Plat; Hyatt Discoverist
Posts: 7,309
How about this Stevie, ill stick to answering questions and sharing my real experiences, and not generally making platitudes about the program (which I haven't done), if you stop making wildly generic statements based on your experiences, discouraging dialogue and being nonresponsive to people's questions.
As a bonus, I'd be happy to work with you next time you try to get a free room, and explain how it might be noncompliant with the admittedly complicated BRG rules. In exchange, you just need to stop suggesting I have an improper agenda simply for sharing my successful BRGs, and impugning my integrity simply for being better at getting BRGs than you. ( I have no special connection to IHG and have had plenty of cruddy stays.) deal?
As a bonus, I'd be happy to work with you next time you try to get a free room, and explain how it might be noncompliant with the admittedly complicated BRG rules. In exchange, you just need to stop suggesting I have an improper agenda simply for sharing my successful BRGs, and impugning my integrity simply for being better at getting BRGs than you. ( I have no special connection to IHG and have had plenty of cruddy stays.) deal?
Dec 23, 2013, 7:46 am
#5144
Join Date: Oct 2013
Posts: 12
I've successfully claimed a few awards in the last year and some that have been denied. But this denial has been one that I feel they are really reaching just to deny.
"[I]Thank you for contacting our office regarding the Best Price Guarantee in reference to rates at the InterContinental. We appreciate the opportunity to assist you with this matter.
As per the terms of the program, All terms of the comparison room reservation, including, but not limited to pre-payment, deposit, number of guests, or other requirements must be equal in all respects to the terms found on an IHG website for your claim to be valid. For example, when you book a room that may be cancelled without penalty on an IHG website, you may not compare it to a room with a pre-paid or non-refundable price on a non-IHG website. At hotels in Greater China, however, pre-paid rates on non-IHG sites will be compared with the IHG hotel's lowest available rate. The Guarantee is not available for bookings on websites where the booking details are unknown until after purchase. Sites that do not reveal the hotel brand name until after the payment has been completed (including bidding sites) do not qualify for this Guarantee.
Please be advised that the rate on www.elvoline.com is restricted and cannot be compared to the Best Flexible Rate on IHG.
Cancellation Policy: www.elvoline.com Free to cancell until 2014-03-11 (2 days before arrival).If cancelled from 2014-03-12 00:00 GMT+1: 100 percent of the total price of the reservation (409.20 EUR) will be charged (hotel policy).
Cancellation Policy: IHGCanceling your reservation before 4:00 PM (local hotel time) on Thursday, 13 March, 2014 will result in no charge.Canceling your reservation after 4:00 PM (local hotel time) on 13 March, 2014, or failing to show, will result in a charge of 1 night per room to your credit card. Taxes may apply. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of your reservation.
Since the lower rate does not have the same rate restriction as IHG’s your claim won’t qualify for the Best Price Guarantee.
Has anyone been successful appealing this type of denial?
"[I]Thank you for contacting our office regarding the Best Price Guarantee in reference to rates at the InterContinental. We appreciate the opportunity to assist you with this matter.
As per the terms of the program, All terms of the comparison room reservation, including, but not limited to pre-payment, deposit, number of guests, or other requirements must be equal in all respects to the terms found on an IHG website for your claim to be valid. For example, when you book a room that may be cancelled without penalty on an IHG website, you may not compare it to a room with a pre-paid or non-refundable price on a non-IHG website. At hotels in Greater China, however, pre-paid rates on non-IHG sites will be compared with the IHG hotel's lowest available rate. The Guarantee is not available for bookings on websites where the booking details are unknown until after purchase. Sites that do not reveal the hotel brand name until after the payment has been completed (including bidding sites) do not qualify for this Guarantee.
Please be advised that the rate on www.elvoline.com is restricted and cannot be compared to the Best Flexible Rate on IHG.
Cancellation Policy: www.elvoline.com Free to cancell until 2014-03-11 (2 days before arrival).If cancelled from 2014-03-12 00:00 GMT+1: 100 percent of the total price of the reservation (409.20 EUR) will be charged (hotel policy).
Cancellation Policy: IHGCanceling your reservation before 4:00 PM (local hotel time) on Thursday, 13 March, 2014 will result in no charge.Canceling your reservation after 4:00 PM (local hotel time) on 13 March, 2014, or failing to show, will result in a charge of 1 night per room to your credit card. Taxes may apply. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of your reservation.
Since the lower rate does not have the same rate restriction as IHG’s your claim won’t qualify for the Best Price Guarantee.
Has anyone been successful appealing this type of denial?
Dec 23, 2013, 9:24 am
#5145
Join Date: Sep 2004
Location: Toronto, Canada
Programs: UA Silver, Marriott Plat, SPG Gold, IHG Gold, BW Diamond, Club Carlson Silver
Posts: 128
If the cancel policy is waaaaaaay off (i.e. the OTA allows cancellation up to 7 days prior whereas hotel allows cancellations up until a day before) then things seem to get denied. If it is maybe a four versus one ratio then things seem to go through most of the time.