FAQ: Difficulties booking the lowest rate shown on SPG.com (Phantom Rates)
#1
Original Poster
Join Date: May 2005
Programs: AC - SE, SPG - Platinum, HGP - Diamond
Posts: 369
FAQ: Difficulties booking the lowest rate shown on SPG.com (Phantom Rates)
In trying to make a booking at Meridien Cancun Resort and Spa, spg.com shows rates starting at $138USD per night (12/25 - 12/31). However, when trying to book a room, rates start at $578USD per night. One would expect that if rates are advertised starting at xxx, there would be at least one room at that rate.
Called spg customer service, corporate customer service, and web assist line and was told on all occasions that this is the hotel's problem not spg. The hotel is allowed to advertise any rates they wish, even if there are no rooms available at those rates.
Is this really the case?
Called spg customer service, corporate customer service, and web assist line and was told on all occasions that this is the hotel's problem not spg. The hotel is allowed to advertise any rates they wish, even if there are no rooms available at those rates.
Is this really the case?
#2
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Los Angeles & Orange County, CA
Programs: Wouldn't you like to know?!
Posts: 23,822
What I find misleading is that the rate of $138 only appears when I enter the dates I want to stay. To me, this means that for those specific dates, there are rates at $138.
I would understand if it was a higher level promotion where the hotel has rates starting at $138 for an undefined period.
I would understand if it was a higher level promotion where the hotel has rates starting at $138 for an undefined period.
Platinum concierge or customer service will not know how to book this rate unless they know the specific rate plans. Your best option would be to contact the hotel directly and inquire about these rates. Ask to speak with the reservation room/revenue controller.
#3
Suspended
Join Date: Dec 2001
Location: SEA(sia)
Posts: 5,181
This is a common problem on spg.com.
My guess is that it shows the lowest rate plan for that day, but is sold out for the lowest rate.
My guess is that it shows the lowest rate plan for that day, but is sold out for the lowest rate.
#4
Join Date: May 2001
Location: Vancouver, BC, Canada
Programs: AC SE100K MM, Bonvoy Lifetime Titanium, Accor Diamond, National Emerald Club Exec Elite
Posts: 1,085
I have noticed the same thing, particularly when booking for outside of North America, but often when I change the number of guests to 1, the lowest available rate showing on that first page will actually come up.
#5
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,741
In my experience, spg.com does not pull from any of the corporate rates other than your own that is associated with your number. Rather, it pulls the cheapest rate for 1 person, no bed preference, no smoking or non smoking preference.
#6
Join Date: Jan 2005
Location: NYC
Programs: DL, SPG (Gold)
Posts: 2,039
Have you tried checking the available rates listed under 'promotions and package deals' for those dates?
Simply change the rate plan description in the top or side menu to that....and then update the room list (or search again....depends on what SPG site you are using).
Another possibility for finding a better rate plan would be to check the specific hotel's "Special Offers" page to see if there are special rate plans that are valid for your dates.......as many of these rates never show up with any regular search methods (not even when you select promotions and package deals) as a specific code (automatically entered when you click on the book now link for the offer on the Hotel's offers page) usually has to be entered before you start searching.
A.J.
#7
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Los Angeles & Orange County, CA
Programs: Wouldn't you like to know?!
Posts: 23,822
I have, occassionally, seen spg.com pull the lowest promotional package and corporate rate on the search summary page but then not make it available under the room list unless you specifically search for it again.
#8
Join Date: May 2007
Location: MCI/ORD/CDG
Programs: AA Exec Plat, Marriott Lifetime Titanium
Posts: 771
I find that removing my corporate account number pulls the lowest rate shown on initial search.
#9
Join Date: Jan 2001
Location: Switzerland
Programs: BA Gold, LH Sen, Bonvoy Plat
Posts: 843
I agree with the OP. Looking for eg next week, 24-25May08, in Four Points by Sheraton Panoramahaus Dornbirn, Austria, the hotel list promises rates from EUR85 but "Book now" gives rates as from EUR110. This has been the case consistently in the recent weeks.
If I search for hotels for N people, for dates D1-D2, I think I can expect an online reservation system to return rates that match my search criteria. The fact that this hotel might have lower rates for criteria different from mine is in this context misleading.
I would accept the display of these lower fares, however, if spg.com had a feature "show me when/how these fares are really available".
If I search for hotels for N people, for dates D1-D2, I think I can expect an online reservation system to return rates that match my search criteria. The fact that this hotel might have lower rates for criteria different from mine is in this context misleading.
I would accept the display of these lower fares, however, if spg.com had a feature "show me when/how these fares are really available".
#10
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
No, I'm thinking there is probably some technical error that is displaying the incorrect "from" rate. I guess we won't know for sure what is causing this until E-Distribution completes their investigation.
Regardless, thanks for bringing this to our attention.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Regardless, thanks for bringing this to our attention.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
#11
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
If I search for hotels for N people, for dates D1-D2, I think I can expect an online reservation system to return rates that match my search criteria. The fact that this hotel might have lower rates for criteria different from mine is in this context misleading.
I would accept the display of these lower fares, however, if spg.com had a feature "show me when/how these fares are really available".
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
#12
Join Date: Feb 2003
Location: DFW -
Programs: AA EXP 5MM, DL DM, Bonvoy Titanium, Avis CHM, National VIP
Posts: 556
Happens all the time to me, and I find it very annoying.
#13
Suspended
Join Date: Nov 2007
Posts: 6,189
In trying to make a booking at Meridien Cancun Resort and Spa, spg.com shows rates starting at $138USD per night (12/25 - 12/31). However, when trying to book a room, rates start at $578USD per night. One would expect that if rates are advertised starting at xxx, there would be at least one room at that rate.
Called spg customer service, corporate customer service, and web assist line and was told on all occasions that this is the hotel's problem not spg. The hotel is allowed to advertise any rates they wish, even if there are no rooms available at those rates.
Is this really the case?
Called spg customer service, corporate customer service, and web assist line and was told on all occasions that this is the hotel's problem not spg. The hotel is allowed to advertise any rates they wish, even if there are no rooms available at those rates.
Is this really the case?
Every website has quirks, but I agree that this is misleading and not helpful.
#14
Suspended
Join Date: Nov 2007
Posts: 6,189
Yes, I expect that it is fairly consistent that way.
Well, it doesn't work quite like that. It says "from", which - unless there is some sort of technical error - means that it is the lowest rate that can displayed, but you still have to qualify for it.
Okay, then check for one occupant in the room and you will see the EUR85 rate.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Well, it doesn't work quite like that. It says "from", which - unless there is some sort of technical error - means that it is the lowest rate that can displayed, but you still have to qualify for it.
Okay, then check for one occupant in the room and you will see the EUR85 rate.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
The problem, William, is that it seems more like a new car ad that intends to get you on the lot than actually sell you the car in the ad. This is a time waster for people searching and a big turn off.
#15
Join Date: Dec 2007
Programs: SPG Gold; UA 2P
Posts: 238
Agreed. What actually frustrated me about an hour ago was finding rooms turn up with a rate listed when all rooms at the hotel were totally sold out.