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New IHG Best Rate Guarantee - Discussion & Feedback from January 2016

New IHG Best Rate Guarantee - Discussion & Feedback from January 2016

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Old Apr 17, 17, 12:50 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: FLYGVA
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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


Older Thread (Prior to December 31, 2016) could be found here. The Wiki was taken from this thread.
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Old Jan 20, 16, 5:30 am
  #46  
 
Join Date: Sep 2012
Location: Amsterdam, Asia, UK
Programs: IHG RA (Spire), HH Diamond, MR Platinum, SQ Gold, KLM Gold, BAEC Gold
Posts: 5,072
Originally Posted by andy1585 View Post
I've gotten this denial three times in a row now: "Please be advised that a lower room rate was found offered on the IHG website for the same room type booked based on the details found for the reservation on your claim. The Terms and Conditions require that the claim be for “a valid room booking with the lowest available price (room rate)” on the IHG website."

Basically they are saying that because nonrefundable rate is cheaper than flexible rate, it's invalid claim. Is this a new policy change? You used to be able to compare flex rate on IHG against flex on OTA, but now they seem to not even accept that if a nonrefundable rate is cheaper - something that almost always exists.

Is it even possible to do a flex rate claim anymore?
Bar v bar and flex v flex are still both valid comparisons under bpg rules. Most regulars unless staying at hotel anyway even if no bpg given, book flex rates to obtain a bpg
However flex is harder to match to an OTA as have extra hurdle of cancel period to match

Are you choosing the IHG Member rate that is discounted slightly from the BAR or FLEX rate on IHG.COM you are comparing against the. OTA. This member rate is what you have to beat with an OTA since many months ago

Yes you need to have signed up to IHG @Rewards to get this rate and also but even [email protected] members must beat these member rates to win the BPG free night game
scubaccr is offline  
Old Jan 20, 16, 5:55 am
  #47  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,448
Originally Posted by scubaccr View Post
Bar v bar and flex v flex are still both valid comparisons under bpg rules. Most regulars unless staying at hotel anyway even if no bpg given, book flex rates to obtain a bpg
However flex is harder to match to an OTA as have extra hurdle of cancel period to match

Are you choosing the IHG Member rate that is discounted slightly from the BAR or FLEX rate on IHG.COM you are comparing against the. OTA. This member rate is what you have to beat with an OTA since many months ago

Yes you need to have signed up to IHG @Rewards to get this rate and also but even [email protected] members must beat these member rates to win the BPG free night game
yeah i think its the members rate that is the culprit here..
mitpat474 is offline  
Old Jan 20, 16, 7:04 am
  #48  
336
 
Join Date: Apr 2013
Posts: 1,053
Originally Posted by scubaccr View Post
Bar v bar and flex v flex are still both valid comparisons under bpg rules.
That is no longer the case under their new interpretation of the rules: When the hotel offers a package (dinner, transport, etc) at a lower rate than the bar, or flex, they will deny your claim for bar or flex, and refer to the rules that you must book the lowest rate in order to file a BPG. Even though the package they refer to is obviously different from what the OTA offers.
336 is offline  
Old Jan 20, 16, 7:39 am
  #49  
 
Join Date: Oct 2015
Posts: 41
What do you do with OTA's call a room something that isn't offered by the hotel?

For example:
http://www.hotelscombined.com/Hotel/...al_New_Orleans

The 2 offers that are cheaper than IHG are for "Double Standard Rooms" but the only 2 bed configuration on the IHG site is a 2 bed superior room.
LRobs is offline  
Old Jan 20, 16, 1:56 pm
  #50  
 
Join Date: Nov 2015
Posts: 70
escalation?

Has anyone ever had success with escalation or in writing back to the denial emails? I have been denied twice for what should have been approved. I booked a 1 bed king high floor room with a non refundable first night and a no-show penalty for $459/nt. I found a another site with the same description, terms and conditions for $437 and submitted it. CSR denied based on the fact that the other site had another listing for the same room description, but refundable, for $459. I am baffled.
sunshineonlieth is offline  
Old Jan 20, 16, 3:37 pm
  #51  
 
Join Date: Aug 2012
Posts: 51
Originally Posted by andy1585 View Post
I've gotten this denial three times in a row now: "Please be advised that a lower room rate was found offered on the IHG website for the same room type booked based on the details found for the reservation on your claim. The Terms and Conditions require that the claim be for a valid room booking with the lowest available price (room rate) on the IHG website."

Basically they are saying that because nonrefundable rate is cheaper than flexible rate, it's invalid claim. Is this a new policy change? You used to be able to compare flex rate on IHG against flex on OTA, but now they seem to not even accept that if a nonrefundable rate is cheaper - something that almost always exists.

Is it even possible to do a flex rate claim anymore?
I booked a property in the Dallas area for a three night weekend stay at what averages to around $105/nt (there is an advance purchase/non refundable rate around $92/nt). I found another website offering rooms, no prepay, pay at hotel, cancel up until day of travel for roughly $54/nt. Booked refundable rate of $105, rejected because it was not the lowest rate offered at the property - I thought cancellation policies needed to be equal.
cubbynole is offline  
Old Jan 21, 16, 1:48 am
  #52  
 
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott P, IHG P
Posts: 8,156
Unfortunately it's not the case, they always put up some prepaid rates to block the flex rates.

You can do flex rate when the prepaid rates at ihg.com is gone.
nacho is offline  
Old Jan 21, 16, 2:40 am
  #53  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,448
Originally Posted by sunshineonlieth View Post
Has anyone ever had success with escalation or in writing back to the denial emails? I have been denied twice for what should have been approved. I booked a 1 bed king high floor room with a non refundable first night and a no-show penalty for $459/nt. I found a another site with the same description, terms and conditions for $437 and submitted it. CSR denied based on the fact that the other site had another listing for the same room description, but refundable, for $459. I am baffled.
yeah recently asked for a supervisor to review, as the original denial claimed the room on the OTA had lounge access included (which is nonsense). I thought the agent was deluded! Got a response back from another regualr agent which Supervisor attached to the email signature (lol) stating they were indeed incorrect and the claim was valid. I have had this 2/3 times overall. I would say you got a 10% chance of the decision being reversed providing you are correct!
mitpat474 is offline  
Old Jan 21, 16, 4:47 am
  #54  
 
Join Date: Nov 2015
Posts: 70
thanks. they finally did agree that I was correct and that the previous three denials were for invalid reasons, but ended up finally denying me because the total with taxes and fees was the same (averaged out), which I agree fits their T & Cs. I appreciate that IHG offers the BPG, but the claims process so incredibly maddening that I probably will not book with them again and try to submit. I was successful with three other chains with claims for this upcoming trip and will probably stick with other options in the future.
sunshineonlieth is offline  
Old Jan 21, 16, 7:51 am
  #55  
 
Join Date: Aug 2012
Posts: 51
Originally Posted by nacho View Post
Unfortunately it's not the case, they always put up some prepaid rates to block the flex rates.

You can do flex rate when the prepaid rates at ihg.com is gone.
They should really rename the promotion...I can't think of any scenario where paying $130 more now into a non-refundable rate bests paying $130 less at the conclusion of the stay...but I'm no wordsmith!
cubbynole is offline  
Old Jan 21, 16, 8:23 am
  #56  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,448
Originally Posted by cubbynole View Post
They should really rename the promotion...I can't think of any scenario where paying $130 more now into a non-refundable rate bests paying $130 less at the conclusion of the stay...but I'm no wordsmith!
Best available ? sounds right to me.
mitpat474 is offline  
Old Jan 21, 16, 9:26 am
  #57  
 
Join Date: Jan 2015
Location: Toronto, Canada
Programs: SPG Plat, Marriott Plat, Hilton Diamond, United Premier Silver
Posts: 176
Hi guys, so its within 7 days of my intended check-in date, and there is JUST flexible bookings available on IHG (no breakfast), I book a flexible fare booking on 3rd party site but it's bundled with breakfast, so that's considered a package and IHG will reject my claim even though the 3rd party offer is better? Can someone explain the logic in this?
nli007 is offline  
Old Jan 21, 16, 10:28 am
  #58  
 
Join Date: Jul 2012
Location: CGN
Posts: 89
That will not work. It would only work if you would book a breakfast rate as well.
Mystery7 is offline  
Old Jan 21, 16, 10:43 am
  #59  
 
Join Date: Nov 2004
Location: Grand County, Colorado
Programs: IHG Plat, HH D, UA GS, Perm BonVoyed
Posts: 1,960
Originally Posted by mitpat474 View Post
That's great, but don't post it publicly in here.

I still haven't got over the blogger who got the BRG phone lines canned!
Wasn't I

Last edited by RoyalFlush; Jan 21, 16 at 11:11 am
RoyalFlush is offline  
Old Jan 21, 16, 10:57 am
  #60  
 
Join Date: Feb 2013
Location: N/A
Programs: 100m swimming certificate level 5
Posts: 1,448
Originally Posted by RoyalFlush View Post
I have an 85% sucess rate. I don't overuse, tho.

Just got approved for Friday, tomorrow, Jan 22 Crowne Plaza Downtown Dallas, Texas. Anyone need that night in Dallas?
That's great, but don't post it publicly in here.

I still haven't got over the blogger who got the BRG phone lines canned!
mitpat474 is offline  

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