stmadfish

I found a lower price on the official website of a hotel than the hotels.com. However I am not 100% confident of that website and I just saw the BRG policy on hotels.com. Since this hotel is special, and it sells its room by its room number, thus each OTA or its official website has almost identitical description for room of same room number, so I am pretty confident that this suits BRG policy. So I booked it through hotels.com and request for a BRG.

After two days, there is no reply. So I chatted online. And the staff refused me the request because they only provided best price match with the third party, not the official one. He said if I can find a lower price from expedia or booking.com, it can match.

So I reported this experience to bbb.com. After less than one day, I received an email from hotels.com saying that they were experiencing high-volume request of BRG, causing the delay for reply. He promised to do the price match and issue a 30 euro coupon.

After about one week, I received a reply from bbb and a staff just copied and pasted their policies, without proving or disproving the statement from their staff "they only provided best price match with the third party, not the official one". He said he can issue a 20 euro coupon as a goodwill.

In the end, after my trip, I received an email saying that they will refund about $15. I have no idea how their math works and have not yet received the refund but I want to know why they behavior so inconsistently...

msp3