Priority Club account posting stay errors...report yours here

Discussion in 'General Hotel Loyalty Discussion' started by QF WP, Oct 15, 2007.

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  1. QF WP

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    Jun 20, 2002
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    Hot on the heels of my issues with service at the HI City Centre Perth (thankfully resolved), I had a 2 night stay at CP Royal Pines (Gold Coast) post as a non-qualifying stay and no points credited.

    Had reservation (made online) using Entertainment Card rate of $245 per night, in a King Spa Suite for 29 & 30 September.

    So when it turned up as a non-qualifying stay in my account a week later, I entered a Points Discrepancy Notification (on 7 October) using the web site. Had a response on 11 October:

    Well, I wasn't that impressed at being addressed as a female :evil: , but it happens. After checking my facts with Dave Noble, I fired off this email on same day:

    Now let's wait and see what transpires - nothing credited yet.
     
  2. markis10

    markis10 Veteran Member

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    Considering the entertainment card uses the IHG web system for reservations I would hope they code such rates automatically!

    Lindsay, the hotel you stayed at is part of a cartel of hotels that dont like paying for points, it is often the case that they will not have availability at the IHG web site but will have availability at certain web sites at the same rate + a booking fee, and of course these do not attract priority club points despite the fact your are paying more than if you had booked on the IHG website.
     
  3. StevePER

    StevePER Established Member

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    Ages ago (probably over a year ago) I did a Priority Club survey which concluded with a statement that soon, all rates would be eligible to earn points (makes sense to me given that points are earned based on spend).
    I wish they would implement this policy because the arbitrary nature of the current policy is just annoying.
     
  4. oz_mark

    oz_mark Enthusiast

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    Having been down this path with every stay I have made in Australia this year (including Best Flexible, Weekend rates and various PP 10% off rates), it generally takes 2-4 days to resolve this ath stage you are at (but I had one that took about 10 days)
     
  5. oz_mark

    oz_mark Enthusiast

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    Must be a big cartel that doens't like paying the points. Mind you I have not noticed any of the ones I stayed in this year having no availibility on IHG but having some elewhere
     
  6. QF WP

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    I agree - and I have that as an ace up my sleeve if they continue to deny my points - which haven't posted yet (and I've not had a return email yet)

    Thanks for the heads up, markis10. Whilst I'm not sure whether it's their (the hotels) fault for this being shown as a non-qualifying rate. However if they don't want to give me points, I don't want to stay with them. Never had any trouble with CP Surfers Paradise, so they'll get my business instead. I don't get mad :mad: , I get even :p
     
  7. oz_mark

    oz_mark Enthusiast

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    My understadning is that it is the hotel that flags whether a rate is qualifying or not.
     
  8. QF WP

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    Finally, I have had a response from Priority Club:

    Unfortunately (for them), I do not accept their response and token points (as the points to be credited would approach 10K). I am going to get to the bottom of this situation now by escalating the issue and talking to them. By far the majority of my stays are using entertainment card rates and they have always posted. In fact, my two stays on either side of the Gold Coast were both EC rates and they posted automatically.
     
  9. QF WP

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    Amazing what a telephone call and escalation to a Supervisor can do...a much better explanation of the Entertainment Card rates ensued and as I advised her, this has never been explained to me before. With that, she said that she would give me an adjusted stay credit of 17K points (one of the major reasons I was so unhappy about it not crediting).

    WARNING FOR ENTERTAINMENT CARD HOLDERS: Whilst the basic Entertainment Card rate is 10% of the (rack) rate; there are also Entertainment Card rates that are a significantly greater discount (but you may not be aware of it). For example, in booking my Spa Suite at $245 per night at the Crowne Plaza Royal Pines, it was at a greater than 10% discount and therefore they deem those bookings non-eligible.

    Now knowing that, I won't be booking Suites at Entertainment Card rates again. This is quite misleading and I suggested that they CLEARLY show whether certain EC rate are eligible or non-eligible in the future.

    Now well over the Platinum re-qual mark with more stays to go.
     
  10. oz_mark

    oz_mark Enthusiast

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    Congratulations Lindsay, persistence can pay off.

    I would suspect that the reason it was not explained to you, is that it is not in accordance with their published terms and conditions. While they point to the T's and C's, I have never been able to get them to point to a specific clause that disallows the stay as eligible.

    The other problem is what is 'rack rate'. It certainly is not Best Flexible, as they have argued these are deeply discounted with me before.
     
  11. straitman

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    Re: Priority Club 2007 promotions

    I'm still fighting PC to get recognition of my stay in Queenstown. They have decided for some reason, yet to be explained, that the stay was a non-qualifying stay. They've credited 72 pts for the Crown Lager that JohnK drank :D from my mini bar, but nothing for the 3 paid nights. Not happy. :evil:
    If anyone has ideas of how to stir them up please let me know.
     
  12. straitman

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    Re: Priority Club 2007 promotions

    I'm progressing with this. So far they have posted 5053 points with a promise of another 6738 though this is still short of the X3 / X4 promo that is currently running. I'll continue the fight when I've worked out what they've offered thus far. :evil: :evil:
     
  13. JohnK

    JohnK Veteran Member

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    Re: Priority Club 2007 promotions

    I thought this was a complimentary Crown Lager and was going to be charged to the previous occupant of the room!

    I stayed for 2 nights and paid NZ$180/night and received 9799 PC points for the stay. Assuming you paid the same rate then they are still offering a few thousand PC points short of the PC points that should have been earned with a 3 night stay.
     
  14. oz_mark

    oz_mark Enthusiast

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    Re: Priority Club 2007 promotions

    Can be hard. I have been credited points for something before when they have knocked back a room rate. Just never figured out what that something was for.
     
  15. straitman

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    Currently standing at 5053 popints for the stay and 6738 as a 'Goodwill Adjustment'

    I plan to let this sit for a few days then follow up again. Maybe (I'm dreaming) they'll fix this without any further input. :rolleyes:
     
  16. QF WP

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    Yes straitman, you're dreaming - soon you'll wake up and it confirm it was a nightmare :eek:.

    I'd be following up in writing and then getting to a Supervisor and arguing your situation - the night(s) that were award stay don't deserve points but the paid ones do - it was the Hotel that joined the two independent reservations together (which is where I think is the heart of the iissue). You do deserve points from anything charged to the room during the whole stay.

    Then there's the status bonus and triple points, then quad points for booking online (if applicable).
     
  17. straitman

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    Lindsay,

    I agree and will. It's just a matter of fitting it in inside the next week, and it is the triple points, then quad points for booking online that I'm chasing. I'll let you all know how i get on. :cool:
     
  18. QF WP

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    Maybe there's a note on my account saying "give this member a couple of non-qualifying stays this year just to annoy him"

    One of my stays this week has posted with those terrible words. Only a 1 nighter at CP Darling Harbour booke on Entertainment Card rates, but it wasn't more than 30% less than rack - just a standard room rate.

    I'll be following up...it's about 12K points (based on quad points).
     
  19. oz_mark

    oz_mark Enthusiast

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    I'm not sure its just you. Somewhere in the last year they seems to have started getting tight on the handing out of points. In my case, not one of my Australia stays has even posted automatically, and a bunch first posted as non-qualifying, followed by an adjusted stay.
     
  20. Mal

    Mal Enthusiast

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    Regarding Entertainment Card discounts, I'm a little confused about what's eligible, and not eligible.

    Here's the rates for an upcoming stay in Singapore:

    Entertainment card: $190SGD/night.
    Best Flexible: $330SGD/night.

    An amazing price difference, but not going to book the $190 rate unless it earns points. (Have another reservation at another SIN hotel which costs $200SGD Best Flexible, so will stay there instead).

    My assumption is that as it's over 10% it's no dice as an eligible stay. Comments?
     

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