Booking moved from Palazzo to Venetian
Jun 3, 2012, 5:33 pm
#1
Original Poster
Join Date: Feb 2010
Posts: 27
Booking moved from Palazzo to Venetian
Just checked my next months bookings and the booking i had for a prestige luxury suite in the Palazzo has been changed for a Bella view suite in the Venetian. I am a Platinum Ambassador so am due an upgrade but am I right in thinking this is a down grade as the Venetian doesn't have a prestige level ? I am a little confused as I have an additional 4 reward nights booked after my first paid night that are still in the Palazzo.
Any advice please or best just to call ambassador services and let them sort it.
Knobby
Any advice please or best just to call ambassador services and let them sort it.
Knobby
Jun 4, 2012, 6:27 am
#2
Join Date: Sep 2010
Posts: 198
Just checked my next months bookings and the booking i had for a prestige luxury suite in the Palazzo has been changed for a Bella view suite in the Venetian. I am a Platinum Ambassador so am due an upgrade but am I right in thinking this is a down grade as the Venetian doesn't have a prestige level ? I am a little confused as I have an additional 4 reward nights booked after my first paid night that are still in the Palazzo.
Any advice please or best just to call ambassador services and let them sort it.
Knobby
Any advice please or best just to call ambassador services and let them sort it.
Knobby
But I would strongly recommend calling and not just showing up..
Jun 4, 2012, 8:52 am
#4
Original Poster
Join Date: Feb 2010
Posts: 27
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.
Jun 4, 2012, 8:28 pm
#6
Join Date: Apr 2008
Location: bay area, ca
Programs: AS 100K, AA Gold, IC Diamond AMB, HH Diamond
Posts: 1,840
Update
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.
Jun 5, 2012, 3:52 am
#7
Join Date: Sep 2010
Posts: 198
Update
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.
I contacted Amb Line as suggested who could not sort and eventually put me though to the hotel direct. The hotel still showed the original bookings and have sent me confirmation of this. I have forwared this confirmation on to PC in a hope to have my account corrected. I am really nervous of this not being sorted before we arrive as I wont be in the mood after an 11 hour flight.
They do have a special Amb check-inn counter and seem to be slowly picking up or getting used to being member of PC so should be able to sort things.. if you ask nicely they might offer sth. for the "inconvenience"
Jun 5, 2012, 10:44 am
#8
Join Date: May 2008
Location: UK
Programs: IC Spire Amb, Hilton, Marriott, BA, VA.
Posts: 673
Interesting. Just made a booking at the Palazzo for one night, and my booking was instantly (within 5 minutes) amended to the Venetian too, with my RA upgrade applied (from Luxury to Bella view)! 
But here's the thing; when I phoned to follow this up, priorityclub cs could only see the Venetian (amended) booking, and the Palazzo reservations staff could only see my original Pallazo "Luxury" booking!
Now, I know what you're thinking; someone at the Palazzo applied my RA upgrade and changed hotels somehow, and their system is slow at catching up. BUT.... as the lovely lady at the Palazzo reservations told me, it was currently 5.30AM in the morning in Las Vegas, and the people that would do that kind of thing don't start for hours!
So we are left with the very puzzling situation that no-one seems to know why this is happening or who's doing it. My guess is there is some kind of automatic RA upgrade being applied by a "smart" reservations system somewhere in the Palazzo/priorityclub reservations systems, but it's gone all "Terminator" on us and it thinks it knows better. Glad my name isn't John Connor.....
But here's the thing; when I phoned to follow this up, priorityclub cs could only see the Venetian (amended) booking, and the Palazzo reservations staff could only see my original Pallazo "Luxury" booking!
Now, I know what you're thinking; someone at the Palazzo applied my RA upgrade and changed hotels somehow, and their system is slow at catching up. BUT.... as the lovely lady at the Palazzo reservations told me, it was currently 5.30AM in the morning in Las Vegas, and the people that would do that kind of thing don't start for hours!
So we are left with the very puzzling situation that no-one seems to know why this is happening or who's doing it. My guess is there is some kind of automatic RA upgrade being applied by a "smart" reservations system somewhere in the Palazzo/priorityclub reservations systems, but it's gone all "Terminator" on us and it thinks it knows better. Glad my name isn't John Connor.....
Jun 5, 2012, 12:03 pm
#9
Original Poster
Join Date: Feb 2010
Posts: 27
Interesting. Just made a booking at the Palazzo for one night, and my booking was instantly (within 5 minutes) amended to the Venetian too, with my RA upgrade applied (from Luxury to Bella view)!
But here's the thing; when I phoned to follow this up, priorityclub cs could only see the Venetian (amended) booking, and the Palazzo reservations staff could only see my original Pallazo "Luxury" booking!
Now, I know what you're thinking; someone at the Palazzo applied my RA upgrade and changed hotels somehow, and their system is slow at catching up. BUT.... as the lovely lady at the Palazzo reservations told me, it was currently 5.30AM in the morning in Las Vegas, and the people that would do that kind of thing don't start for hours!
So we are left with the very puzzling situation that no-one seems to know why this is happening or who's doing it. My guess is there is some kind of automatic RA upgrade being applied by a "smart" reservations system somewhere in the Palazzo/priorityclub reservations systems, but it's gone all "Terminator" on us and it thinks it knows better. Glad my name isn't John Connor.....
But here's the thing; when I phoned to follow this up, priorityclub cs could only see the Venetian (amended) booking, and the Palazzo reservations staff could only see my original Pallazo "Luxury" booking!
Now, I know what you're thinking; someone at the Palazzo applied my RA upgrade and changed hotels somehow, and their system is slow at catching up. BUT.... as the lovely lady at the Palazzo reservations told me, it was currently 5.30AM in the morning in Las Vegas, and the people that would do that kind of thing don't start for hours!
So we are left with the very puzzling situation that no-one seems to know why this is happening or who's doing it. My guess is there is some kind of automatic RA upgrade being applied by a "smart" reservations system somewhere in the Palazzo/priorityclub reservations systems, but it's gone all "Terminator" on us and it thinks it knows better. Glad my name isn't John Connor.....
Jun 5, 2012, 2:03 pm
#10
Join Date: Jan 2007
Location: SFO
Programs: Former UA 1K, SPG Gold, HHonors Diamond, Hyatt Diamond, IC AMB
Posts: 403
A similiar thing happened to me for a res in Aug 2012. I booked online directly with Palazzo b/c they had a $109 rate, and I have an email confirmation from the Palazzo, but after I called to add my PC number to the res, it showed up as a Venetian res on the PC website.
I called PC, but they wouldn't touch the res b/c I booked through Palazzo. I'm not too worried though, as I believe they will be able to sort it out when I get there.
I called PC, but they wouldn't touch the res b/c I booked through Palazzo. I'm not too worried though, as I believe they will be able to sort it out when I get there.
Jun 5, 2012, 2:35 pm
#11
Join Date: May 2008
Location: UK
Programs: IC Spire Amb, Hilton, Marriott, BA, VA.
Posts: 673
Well I've actually cancelled my reservation now, and received the cancellation numbers from both the Palazzo AND PC, just to be on the safe side. TBH, I'm fairly sure that my booking would have been fine if I'd have just turned up at the Palazzo with a printed copy of the original res, but I thought I'd cancel and give it another go later in the week.
But for me the real nuisance of this whole Venetian/Palazzo issue is that I had a valid BRG claim that I couldn't complete because of the mix-up.
The conversation went something like this; me: "I have a BRG claim for my booking at the Palazzo on res xxxx"..... PC cs: "But your booking is for the Venetian!" Needless to say I could see that one going nowhere fast unfortunately, after both PC and the Palazzo said they had nothing to do with the changes.
But for me the real nuisance of this whole Venetian/Palazzo issue is that I had a valid BRG claim that I couldn't complete because of the mix-up.
The conversation went something like this; me: "I have a BRG claim for my booking at the Palazzo on res xxxx"..... PC cs: "But your booking is for the Venetian!" Needless to say I could see that one going nowhere fast unfortunately, after both PC and the Palazzo said they had nothing to do with the changes.
Jun 11, 2012, 6:23 pm
#12
Suspended
Join Date: Feb 2004
Location: Washington DC
Programs: Delta Diamond, United IK, AA LifPLT, Hyatt Globalist, IHG PLT AMB, SPG Gold, Marriott Gold, Hilton G
Posts: 1,169
Same problem here, booked at the PAL, checked reservation online and see duplicate booking for VEN. Callend hotel, they show PAL cancelled, and under VEN they show it is active for the PAL.
Jun 11, 2012, 8:38 pm
#13
Join Date: Feb 2009
Location: USA, DC
Programs: UA 1K, Delta Diamond, Hyatt Globalist
Posts: 93
It is not the first time when they have such kind of problems. Just be sure that you made all the changes BEFORE the check-in. As they will not be abble to change the reservation in the hotel - even if you have a printed copy of the booking
Jun 12, 2012, 12:18 pm
#14
Original Poster
Join Date: Feb 2010
Posts: 27
I've been trying to solve the issue via ambassador services. I have know had two confirmations by email from the Palazzo that they have the correct booking. The IHG site is still showing the wrong booking and they can't fix it.Numerous emails and telecons later I've decided to just turn up at the Palazzo booiking confirmations in hand. Will update next week when I get there.
Jun 12, 2012, 12:24 pm
#15
Original Poster
Join Date: Feb 2010
Posts: 27
I've been trying to solve the issue via ambassador services. I have know had two confirmations by email from the Palazzo that they have the correct booking. The IHG site is still showing the wrong booking and they can't fix it.Numerous emails and telecons later I've decided to just turn up at the Palazzo booiking confirmations in hand. Will update next week when I get there.