Platinum recognition hits a low - downgraded!
Dec 30, 2014, 7:10 am
#1
Original Poster
Join Date: Aug 2003
Programs: BAEC GGL, LTG & CCR; IC RA; Hilton D (free from BA)
Posts: 401
Platinum recognition hits a low - downgraded!
Hi
Never really been that fussed by upgrades at Holiday Inns as I book what I want. Yesterday booked into the HI Brent Cross, UK. Booked and advanced paid for an Exec Room and got a message during the day that for 'unforeseen circumstances' I had been downgraded to an ordinary room. On check in the rate had gone down to the standard rate and the room had a bath robe and bottle of water as the receptionist said something about amenities put into the room. I assumed the 'unforeseen circumstance' was a problem with a floor or something. However checking out this morning I innocently asked why I was downgraded, I was a bit surprised that it was because of oversell and the hotel was full.
I booked the room 10 days in advance, anyone experience of this? I would have hoped that as a Plat RA I would be amongst the last to be downgraded - but apparently not.
Never really been that fussed by upgrades at Holiday Inns as I book what I want. Yesterday booked into the HI Brent Cross, UK. Booked and advanced paid for an Exec Room and got a message during the day that for 'unforeseen circumstances' I had been downgraded to an ordinary room. On check in the rate had gone down to the standard rate and the room had a bath robe and bottle of water as the receptionist said something about amenities put into the room. I assumed the 'unforeseen circumstance' was a problem with a floor or something. However checking out this morning I innocently asked why I was downgraded, I was a bit surprised that it was because of oversell and the hotel was full.
I booked the room 10 days in advance, anyone experience of this? I would have hoped that as a Plat RA I would be amongst the last to be downgraded - but apparently not.
Dec 30, 2014, 7:29 am
#3
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
Hi
Never really been that fussed by upgrades at Holiday Inns as I book what I want. Yesterday booked into the HI Brent Cross, UK. Booked and advanced paid for an Exec Room and got a message during the day that for 'unforeseen circumstances' I had been downgraded to an ordinary room. On check in the rate had gone down to the standard rate and the room had a bath robe and bottle of water as the receptionist said something about amenities put into the room. I assumed the 'unforeseen circumstance' was a problem with a floor or something. However checking out this morning I innocently asked why I was downgraded, I was a bit surprised that it was because of oversell and the hotel was full.
I booked the room 10 days in advance, anyone experience of this? I would have hoped that as a Plat RA I would be amongst the last to be downgraded - but apparently not.
Never really been that fussed by upgrades at Holiday Inns as I book what I want. Yesterday booked into the HI Brent Cross, UK. Booked and advanced paid for an Exec Room and got a message during the day that for 'unforeseen circumstances' I had been downgraded to an ordinary room. On check in the rate had gone down to the standard rate and the room had a bath robe and bottle of water as the receptionist said something about amenities put into the room. I assumed the 'unforeseen circumstance' was a problem with a floor or something. However checking out this morning I innocently asked why I was downgraded, I was a bit surprised that it was because of oversell and the hotel was full.
I booked the room 10 days in advance, anyone experience of this? I would have hoped that as a Plat RA I would be amongst the last to be downgraded - but apparently not.
I'd definitely follow it up with the GM
Dec 30, 2014, 7:38 am
#4
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Was there a higher category room to which the OP could instead have been upgraded, even if such upgrade would not normally be available on the basis of status?
Dec 30, 2014, 8:15 am
#6
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
IIRC there are only Standard and Exec here. They sell a superior room which is priced midway between Standard and Exec however it essentially a standard room with water and dressing gown which sounds like what OP has been given.
Dec 30, 2014, 8:47 am
#7
Join Date: Jul 2000
Location: 6E Westbound, 4E Eastbound
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More often than not, when changes like tha occur, it is a front desk clerk making the call. And that often entails a cute person checking in he/she is trying to impress.
When employee training and customer service are job 9 versus job1 this is what we get.
(By the way, did you know they are not trained to say,"You're numbers in there already."? I was surprised too.)
Dec 30, 2014, 9:42 am
#8
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Join Date: Aug 2006
Location: Argentina
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Maybe you checked in later than everyone else who had booked an Exec room? What is the difference in the standard/executive rooms anyway bar the extra frills which you received anyway?
Worth following up for some points nonetheless.
Worth following up for some points nonetheless.
Jan 4, 2015, 5:13 am
#10
Join Date: Mar 2013
Posts: 33
Is that the official policy? CP Reading downgraded me as a plat, made no mention of it at checkin and kept the rate the same. After I got to the room and complained, all they gave me was a rate adjustment and 5000 points.
I'm thinking that they got off lightly?
Jan 4, 2015, 5:17 am
#11
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Location: UK
Posts: 11,969
I think "the guarantee" guarantees "a room" not necessarily the room you booked, and further only appears to relate to bookings made via IHG® Rewards Club Service Centre and not in any other way.
Guaranteed Room Availability for Platinum Members: When contacting the IHG® Rewards Club Service Centre directly and guaranteeing the reservation with a valid credit card, each Platinum level member will be guaranteed one room for personal use, for reservations made at least 72 hours prior to the date of arrival, except during special events that result in extraordinary room demand, as determined solely by the hotel. The member will not be charged more than the prevailing rate for the accommodation requested, and the member is not entitled to a rate less than the prevailing rate. Once made, Platinum Guarantees may not be dishonoured for any reason. If the member does not arrive and has not obtained a cancellation number prior to 6 p.m. (4 p.m. in ), the credit card may be billed for one night's room and tax. Platinum Guarantees do not apply to Reward Nights. A minimum stay duration requirement may apply at select Holiday Inn Club Vacations locations.
Jan 4, 2015, 5:43 am
#12
Join Date: Aug 2005
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HTB.
Jan 4, 2015, 6:33 am
#13
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They probably have "a" room in mind, but they don't really say so. I think with a bit of disussion you should get it applied to downgrades, one bed instead of two etc: https://www.ihg.com/hotels/us/en/cus...ith-confidence. Or do they mean "you can be confident that we find the worst available room available for your stay"?
That's another guarantee, which sometimes works, if it's in the interest of the hotel.
HTB.
That's another guarantee, which sometimes works, if it's in the interest of the hotel.
HTB.
Basically, as I said, I see no guarantee anywhere of a particular room or suite type with any compensation if they don't provide it.
Jan 4, 2015, 8:57 am
#14
Join Date: Aug 2005
Programs: UA*G(1K), PC Diamond Amb, Marriott Titanium, Accor Platinum
Posts: 4,671
But your post also links to a different guarantee and is nothing to do with the preservation of exact rooms types. It is intended to ensure you have some sort of accommodation if the property overbooks. I'm not clear what greater guarantee you think that the link you provided gives over the one in the one I cited.
...it doesn't mention anything about room grade booked as it clearly says it will find "a room" at another hotel which is a guarantee of a basic room nothing more nothing less. It seems solely intended to reassure you when they have overbooked that you will have some sort of roof over your head and not abandoned.
HTB.
Jan 4, 2015, 9:09 am
#15
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+1, according to T&C (if you have booked your stay through ihg.com)
Even if the hotel informed you about the situation before your arrival (which is the minimum but not all properties would have done that).
Even if the hotel informed you about the situation before your arrival (which is the minimum but not all properties would have done that).
