PGR Escape & Stay Wild this Summer food and beverage terms and conditions.

hydrabyss

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Has anybody stayed with Rydges or QT using the current sale with the bonus F&B credit. Stayed recently and was told one thing at check in but on checkout was told something else. Reading the terms you get a F&B credit that can't be used in conjunction with your PGR member discount.

So has anyone received a member discount for F&B spent above the daily credit they have given.
 

muppet

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No experience personally, however the Ts & Cs are unfortunately clear:

1611738404625.png

Given that, for my stays I’ll use it for breakfast which is already excluded from the PRG discount.
 
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hydrabyss

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No experience personally, however the Ts & Cs are unfortunately clear:

View attachment 239349

Given that, for my stays I’ll use it for breakfast which is already excluded from the PRG discount.
Does that mean you cannot use your PGR discount when staying on this rate or you cannot use the credit combined with your PGR discount.

I am gathering I should not have charged any extra food bills above the credit allocated each day to my room and as such paid them at the time using my discount.

At checkin told I could use my discount for anything over the $40 F&B credit per day but at checkout I was not able to use my PGR discount when staying on this rate although the terms state you receive all member in house benefits. Hence the PGR discount was removed form the bill and only the $40 per day credit applied.
 

muppet

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Does that mean you cannot use your PGR discount when staying on this rate or you cannot use the credit combined with your PGR discount.

I am gathering I should not have charged any extra food bills above the credit allocated each day to my room and as such paid them at the time using my discount.

At checkin told I could use my discount for anything over the $40 F&B credit per day but at checkout I was not able to use my PGR discount when staying on this rate although the terms state you receive all member in house benefits. Hence the PGR discount was removed form the bill and only the $40 per day credit applied.
Wow that sounds outrageously wrong.

Did you seek the discount when you signed the bill for each meal? Or did you try to apply it at check-out?

Either way, seems easy to be scammed by properties with that interpretation so I agree with you, once you've used the daily credit - apply the 50% and pay per transaction.
 

hydrabyss

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Wow that sounds outrageously wrong.

Did you seek the discount when you signed the bill for each meal? Or did you try to apply it at check-out?

Either way, seems easy to be scammed by properties with that interpretation so I agree with you, once you've used the daily credit - apply the 50% and pay per transaction.
At checkin told the credit could not be used in conjunction with the PGR discount which is what the terms state. So I spent around $200 over 2 days and charged each bill to the room with the discount applied. So at checkout I would owe $100 and I got the impression they would work out the $40 per day discount somehow.

So when leaving was handed a bill for $120 with my PGR discount removed and the $40 credit applied twice for the 2 night stay. Was told you cannot get PGR discount on this special room rate and the F&B credit only is applied.

After some discussion about what I was told at checkin they removed the F&B credit and reapplied my PGR discount which worked out cheaper. I made mention that as a Black status member I am worse off booking on this room rate and would be unable to use the food credit then.

I did show the terms to the staff member but I was in a hurry so I only had the Rydges terms available which they stated where different to the QT. But of course once I had left and had the time it turns out they are the same.

Just a pain over $40 but I am looking at booking 4-5 stays using this special room rate so will contact PGR and see what they say. May call another QT and see what they do with the F&B credit. But I am thinking that paying as you go will fix this issue with this hotel when staying and just leave enough charged to your room to allow you to use the F&B credit.
 

muppet

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At checkin told the credit could not be used in conjunction with the PGR discount which is what the terms state. So I spent around $200 over 2 days and charged each bill to the room with the discount applied. So at checkout I would owe $100 and I got the impression they would work out the $40 per day discount somehow.

So when leaving was handed a bill for $120 with my PGR discount removed and the $40 credit applied twice for the 2 night stay. Was told you cannot get PGR discount on this special room rate and the F&B credit only is applied.

After some discussion about what I was told at checkin they removed the F&B credit and reapplied my PGR discount which worked out cheaper. I made mention that as a Black status member I am worse off booking on this room rate and would be unable to use the food credit then.

I did show the terms to the staff member but I was in a hurry so I only had the Rydges terms available which they stated where different to the QT. But of course once I had left and had the time it turns out they are the same.

Just a pain over $40 but I am looking at booking 4-5 stays using this special room rate so will contact PGR and see what they say. May call another QT and see what they do with the F&B credit. But I am thinking that paying as you go will fix this issue with this hotel when staying and just leave enough charged to your room to allow you to use the F&B credit.

You have to wonder where they come up with these made up rules.

The rate clearly says all in house benefits for plat and black still apply.
 

hydrabyss

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You have to wonder where they come up with these made up rules.

The rate clearly says all in house benefits for plat and black still apply.
So I rang another hotel and spoke to a manger and you are not meant to receive both benefits on this room rate. They need to remove the wording that mentions you receive PGR in house benefits as well as to me it is misleading. I may still book a bunch of these sale rates and just pay for food at the time instead of charging it back to my room.
 

muppet

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I checked my upcoming Rydges booking and the hotel confirmed (in writing) that once the $30 daily credit is used, I will get the 50% discount.

The QT T&Cs don’t permit the hotel to interpret the way it did in your case .... unless the definition of “in conjunction” is changed.

It says the discount cannot be used in conjunction with the F&B credit, not the rate. It also says all benefits apply.

OP do you want to name these hotels that are breaching the published terms?
 

hydrabyss

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I checked my upcoming Rydges booking and the hotel confirmed (in writing) that once the $30 daily credit is used, I will get the 50% discount.

The QT T&Cs don’t permit the hotel to interpret the way it did in your case .... unless the definition of “in conjunction” is changed.

It says the discount cannot be used in conjunction with the F&B credit, not the rate. It also says all benefits apply.

OP do you want to name these hotels that are breaching the published terms?
It was at Canberra and I called Sydney to confirm.

At checkin at Canberra I was told I could get the discount so will send PGR an email tomorrow regarding the issue and see what they come back with.

As I mentioned I showed them the Rydges terms and they agreed it could be used at those hotels but they said the QT terms where different(which I checked later and are the same). They did mention that is how they have been applying the discount since November .
 

esquire

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Used this at QT Canberra in early December - they took the $40 per night off the bill at the end regardless of the discounts applied with dining. As a Balck cardholder I don’t know how they made any money with that stay ...

would be interested to see the response you get from PGR
 

hydrabyss

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Used this at QT Canberra in early December - they took the $40 per night off the bill at the end regardless of the discounts applied with dining. As a Balck cardholder I don’t know how they made any money with that stay ...

would be interested to see the response you get from PGR
I had an issue with the checkout person once before with a payment issue so was not surprised to have another issue with them again. I only paid $124 per night with free parking so was a good price so not concerned with not getting the discount but more so the fact they had zero care regarding the issue.
Hilton really needs to get a hotel in Canberra soon.
 

hydrabyss

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Used this at QT Canberra in early December - they took the $40 per night off the bill at the end regardless of the discounts applied with dining. As a Balck cardholder I don’t know how they made any money with that stay ...

would be interested to see the response you get from PGR
This was the response I received this morning.

"We are able to confirm that you are not able to use your PGR discount on the $40 F&B Credit for this sale.
Essentially this works with all other discounts and promotions, where you are not able to double dip on a discounted or promotion rate. They are not able to be used in conjunction with one and other."

I did ask if I can use my PGR F&B discount when staying on this sale room rate, not use it with the $40 food credit. I must not have been clear with my question so replied with a more simplified response and see what comes from that.
 

esquire

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This was the response I received this morning.

"We are able to confirm that you are not able to use your PGR discount on the $40 F&B Credit for this sale.
Essentially this works with all other discounts and promotions, where you are not able to double dip on a discounted or promotion rate. They are not able to be used in conjunction with one and other."

I did ask if I can use my PGR F&B discount when staying on this sale room rate, not use it with the $40 food credit. I must not have been clear with my question so replied with a more simplified response and see what comes from that.
I emailed as well and after 2 further clarification attempts I have been advised you can still get the dining discount on that rate BUT the F&B credit only applies to non discount charges (ie breakfast and room service and drinks without food). So if you spend $20 on non- discounted meals/drinks, you get $20 off not the $30 or $40.
So essentially it is designed for breakfast, and a big one at that if travelling solo.
 

muppet

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Well you have to hand it to PGR.

Who else could have interpreted a rate inclusion three different ways?

So far hotels and PGR have said:
- no PGR discount at all when staying on that rate
- no PGR discount on the credit, but available after that (I believe correct per T&Cs)
- credit can only be applied to breakfast, mini bar and room service.

Wow.
 

hydrabyss

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Well you have to hand it to PGR.

Who else could have interpreted a rate inclusion three different ways?

So far hotels and PGR have said:
- no PGR discount at all when staying on that rate
- no PGR discount on the credit, but available after that (I believe correct per T&Cs)
- credit can only be applied to breakfast, mini bar and room service.

Wow.
I will cut and paste their reply tonight. But I did respond with "I asked at checkin on how it works " and I did not receive correct information otherwise I would have used it for breakfast.

Response was "we hope you will be able to use both your benefits on your upcoming stays". I think my issue is being Hilton Diamond and getting excellent customer service and using PGR and forgetting their is none.
 

AYP

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Has anybody stayed with Rydges or QT using the current sale with the bonus F&B credit. Stayed recently and was told one thing at check in but on checkout was told something else. Reading the terms you get a F&B credit that can't be used in conjunction with your PGR member discount.

So has anyone received a member discount for F&B spent above the daily credit they have given.
Has anybody stayed with Rydges or QT using the current sale with the bonus F&B credit. Stayed recently and was told one thing at check in but on checkout was told something else. Reading the terms you get a F&B credit that can't be used in conjunction with your PGR member discount.

So has anyone received a member discount for F&B spent above the daily credit they have given.
Has anybody stayed with Rydges or QT using the current sale with the bonus F&B credit. Stayed recently and was told one thing at check in but on checkout was told something else. Reading the terms you get a F&B credit that can't be used in conjunction with your PGR member discount.

So has anyone received a member discount for F&B spent above the daily credit they have given.
Has anybody stayed with Rydges or QT using the current sale with the bonus F&B credit. Stayed recently and was told one thing at check in but on checkout was told something else. Reading the terms you get a F&B credit that can't be used in conjunction with your PGR member discount.

So has anyone received a member discount for F&B spent above the daily credit they have given.
I’ve stayed at both Rydges and QT over the past 12 months when they’ve offered a F&B credit promotion. They’ve had different names but I’ve successfully used my PGR dining discount. Perhaps the wording on your T&C is hard to interpret, but the tenor of the F&B promotion in my experience is you can use enjoy PGR dining discount and use the F&B credit on other meals such as room service or breakfast. The current F&B credit promotion has slightly changed the T&C wording and it’s important to ensure staff are correctly allowing and applying your discount and entitlements. My January 2022 experience at QT as follows…

Although I understood the T&C’s of the promotional offer prior to making the booking, I asked at QT CHECK-IN for CLARIFICATION that my PGR dining discount applied as usual, and furthermore, they confirmed that I could use the daily $30 promotional F&B credit for breakfast in the restaurant. Great!

Then on the day of CHECK-OUT .. I reviewed my statement of account; everything was copacetic except that the $30 daily F&B credit didn’t appear thus the credit had not been applied. Simple mistake made by the staff member, I assumed.. .. I alerted the concierge of the omission and asked for a final tax invoice be generated with the correction and $30 daily credit to be deducted.

The CHECK-OUT concierge politely explained to me, that the promotional $30 daily F&B credit, and my PGR dining discount, couldn’t both be used during my stay, saying that it was ‘one or the other’..?

I was genuinely curious, and asked for proof of this - where is it published on a website I asked? CHECK-OUT concierge couldn’t retrieve ANY document or website that stated, or even implied this. CHECK-OUT concierge did however point out the small “asterisk” that appears in the PGR ‘membership tier benefits’ webpage, and that ‘asterisk’ located next to “Discount on dining and drinks” states that “restrictions apply”, and goes on to list the few hotels that have a prevailing difference in their hotel policy.

Seriously?? I didn’t reach “coveted Black membership” tier from being easily fooled! I was mildly amused at this point but wanted to learn more. I knew the T&Cs myself, and there’s no way I’m going to allow a vague ‘asterisk’ that’s devoid of any meaningful detail to be applied in this way, at any time.

Okay I replied, and thought about this ‘asterisk’, but “where does it state ANYWHERE on any website, or T&Cs document, information that supports what you’re stating?” I further added that my confirmation email stated I receive a $30 daily F&B credit, and there was NOTHING in any attached T&C’s that stated or implied otherwise.

IMPORTANTLY, I politely informed CHECK-OUT concierge that their own colleague (CHECK-IN concierge) had advised me information that was in direct conflict with what I was now being told.

Without any hesitation CHECK-OUT concierge immediately corrected the tax invoice and applied the $30 daily F&B discount, politely acknowledging the advice I had received at check in, and therefore the credit would be applied, “on this occasion due to what I was told on check-in” ..

I couldn’t understand where this confusion came from. I recall staying at Rydges and QT other times when a daily F&B credit was promoted, and never having this confusion. Had the T&C’s changed, I wondered?

Checking now, it’s clear that the promo DOES allow a PGR member to enjoy their Gold, Platinum, or Black dining discount, AS WELL as spend the promotional F&B credit, but obviously not applying both concurrently to any dining instance, and Rydges QT fine print clearly states so below.

“Seize the Stay” offer allows PGR members to “receive all gold, platinum and black in-house benefits when staying on this promotional rate including standard discount on dining and drinks”, and that the $30 Food & Beverage credit, “can only be redeemed on in-room dining purchases and in hotel Food & Beverage outlets. PGR discounts do not apply to F&B purchased using credits.” Sourced 18 Jan 2022 from
Seize The Stay | QT Hotels & Resorts | Summer Sale

If you’ve made future reservations with F&B dining credits, definitely make note of the URL and T&Cs and make sure they apply to your existing booking(s), and I guess you could even email the hotel directly to confirm this in writing. I hope his has been helpful! Cheers.
 
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hydrabyss

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I’ve stayed at both Rydges and QT over the past 12 months when they’ve offered a F&B credit promotion. They’ve had different names but I’ve successfully used my PGR dining discount. Perhaps the wording on your T&C is hard to interpret, but the tenor of the F&B promotion in my experience is you can use enjoy PGR dining discount and use the F&B credit on other meals such as room service or breakfast. The current F&B credit promotion has slightly changed the T&C wording and it’s important to ensure staff are correctly allowing and applying your discount and entitlements. My January 2022 experience at QT as follows…

Although I understood the T&C’s of the promotional offer prior to making the booking, I asked at QT CHECK-IN for CLARIFICATION that my PGR dining discount applied as usual, and furthermore, they confirmed that I could use the daily $30 promotional F&B credit for breakfast in the restaurant. Great!

Then on the day of CHECK-OUT .. I reviewed my statement of account; everything was copacetic except that the $30 daily F&B credit didn’t appear thus the credit had not been applied. Simple mistake made by the staff member, I assumed.. .. I alerted the concierge of the omission and asked for a final tax invoice be generated with the correction and $30 daily credit to be deducted.

The CHECK-OUT concierge politely explained to me, that the promotional $30 daily F&B credit, and my PGR dining discount, couldn’t both be used during my stay, saying that it was ‘one or the other’..?

I was genuinely curious, and asked for proof of this - where is it published on a website I asked? CHECK-OUT concierge couldn’t retrieve ANY document or website that stated, or even implied this. CHECK-OUT concierge did however point out the small “asterisk” that appears in the PGR ‘membership tier benefits’ webpage, and that ‘asterisk’ located next to “Discount on dining and drinks” states that “restrictions apply”, and goes on to list the few hotels that have a prevailing difference in their hotel policy.

Seriously?? I didn’t reach “coveted Black membership” tier from being easily fooled! I was mildly amused at this point but wanted to learn more. I knew the T&Cs myself, and there’s no way I’m going to allow a vague ‘asterisk’ that’s devoid of any meaningful detail to be applied in this way, at any time.

Okay I replied, and thought about this ‘asterisk’, but “where does it state ANYWHERE on any website, or T&Cs document, information that supports what you’re stating?” I further added that my confirmation email stated I receive a $30 daily F&B credit, and there was NOTHING in any attached T&C’s that stated or implied otherwise.

IMPORTANTLY, I politely informed CHECK-OUT concierge that their own colleague (CHECK-IN concierge) had advised me information that was in direct conflict with what I was now being told.

Without any hesitation CHECK-OUT concierge immediately corrected the tax invoice and applied the $30 daily F&B discount, politely acknowledging the advice I had received at check in, and therefore the credit would be applied, “on this occasion due to what I was told on check-in” ..

I couldn’t understand where this confusion came from. I recall staying at Rydges and QT other times when a daily F&B credit was promoted, and never having this confusion. Had the T&C’s changed, I wondered?

Checking now, it’s clear that the promo DOES allow a PGR member to enjoy their Gold, Platinum, or Black dining discount, AS WELL as spend the promotional F&B credit, but obviously not applying both concurrently to any dining instance, and Rydges QT fine print clearly states so below.

“Seize the Stay” offer allows PGR members to “receive all gold, platinum and black in-house benefits when staying on this promotional rate including standard discount on dining and drinks”, and that the $30 Food & Beverage credit, “can only be redeemed on in-room dining purchases and in hotel Food & Beverage outlets. PGR discounts do not apply to F&B purchased using credits.” Sourced 18 Jan 2022 from
Seize The Stay | QT Hotels & Resorts | Summer Sale

If you’ve made future reservations with F&B dining credits, definitely make note of the URL and T&Cs and make sure they apply to your existing booking(s), and I guess you could even email the hotel directly to confirm this in writing. I hope his has been helpful! Cheers.
It wasn't QT Canberra that you stayed at by any chance. That is where I was told one thing at checkin and another at checkout. I stopped staying there after that and also stopped booking the rate with the bonus food credit at any hotel up until a booking this weekend. Hopefully there is no issues this time.
 

AYP

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Used this at QT Canberra in early December - they took the $40 per night off the bill at the end regardless of the discounts applied with dining. As a Balck cardholder I don’t know how they made any money with that stay ...

would be interested to see the response you get from PGR
Interestingly I had a totally different experience at checkout. However on check-in I received the correct advice. Staying at other Rydges and QT's has taught me that staff differ in their understanding of PGR membership rules and various promotions' T&C. I learned to copy paste or screenshot T&Cs at the time of booking if needed for later reference, as sometimes the webpage is no longer available and can be readily presented at checkout if errors need correction. . ..
 

AYP

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It wasn't QT Canberra that you stayed at by any chance. That is where I was told one thing at checkin and another at checkout. I stopped staying there after that and also stopped booking the rate with the bonus food credit at any hotel up until a booking this weekend. Hopefully there is no issues this time.
Bingo! It’s unfortunate the check-out staff are either misunderstanding the T&Cs, or, are misinformed by supervisors. If a guest travelling solo has booked >1 night (@ $170/nt) as required to activate the F&B promotion, and has a $100rrp dinner each night in the hotel restaurant, (regardless of the PGR dining discount), plus a $30 breakfast daily, the hotel can reasonably follow the T&Cs and deduct the F&B credit. I didn’t mention that concluding both restaurant dinners I left a generous $20 cash tip for the delightful and hard working staff who experience antisocial hours and financial uncertainty. An alternative, in the future, is book a room for one night without any F&B credit, but dine elsewhere at one of many well priced yet highly regarded restaurants that are walking distance from the hotel - and there are many - and have breakfast out since the hotel buffet breakfast isn’t currently offered; pity that the hotel restaurant staff would miss out on generous tips in that scenario. The hotel is accruing more cash for my two night stay based on the spending pattern.
 

hydrabyss

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Bingo! It’s unfortunate the check-out staff are either misunderstanding the T&Cs, or, are misinformed by supervisors. If a guest travelling solo has booked >1 night (@ $170/nt) as required to activate the F&B promotion, and has a $100rrp dinner each night in the hotel restaurant, (regardless of the PGR dining discount), plus a $30 breakfast daily, the hotel can reasonably follow the T&Cs and deduct the F&B credit. I didn’t mention that concluding both restaurant dinners I left a generous $20 cash tip for the delightful and hard working staff who experience antisocial hours and financial uncertainty. An alternative, in the future, is book a room for one night without any F&B credit, but dine elsewhere at one of many well priced yet highly regarded restaurants that are walking distance from the hotel - and there are many - and have breakfast out since the hotel buffet breakfast isn’t currently offered; pity that the hotel restaurant staff would miss out on generous tips in that scenario. The hotel is accruing more cash for my two night stay based on the spending pattern.
I would be very certain it is the same staff member I had the issue with. I tried for a few minutes then left it thinking head office would sort it out. If I remember correctly their response was you will be able to use it next time you stay their. I also received a survey from the manager about the stay at the time and just left it knowing I was best to spend my time looking for another hotel to stay and avoid any future issues with that hotel.
 

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