jpatokal

G'day FT,

I recently booked a Family Room at the shiny new Radisson Da Nang, Vietnam only to find a far superior rate (as in, half price) on Expedia. I fired off a BORG claim, which was first denied because they incorrectly said my claim was for a "Executive Suite - Corner Room - Ocean View". When I said no, it's for a Family Room, they denied it again because my reservation confirmation says "Family Room – Sea View Executive Suite - Corner Room - Ocean View" while the website says "Family Room – Sea View". Not only are those the same thing, but there is only one kind of Family Room at the hotel in the first place! Agrajag!

Is there any way to escalate a BORG claim past the front-line rep who isn't responding anymore? At this point this is more about the principle than the money. I have no status whatsoever on Radisson, but if the FT hivemind can help solve this, I'll happily write the first detailed review of the property on FT in exchange

craigthemif

There is no such thing as "escalating" a BRG.

There is:

1. Try a dozen more times
2. Give up and book the OTA - if there are no status implications this is the logical choice
3. Switch your stay to another chain

jpatokal

Just got back from Danang, and we found out why the BORG claim had been denied: despite me booking a Family Room and the Radisson site confirming so, wires had gotten crossed in the backend and the booking the hotel had received was for a two-person Executive Suite instead! Sorting this out took some time, especially since every single room in the hotel was booked that weekend, but in the end they just comped us an extra room for the kids and all was well in the world.

Booking system shenanigans aside, we were quite happy with the property, stay tuned for a full review.