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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.
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:
Dear Ms. Wilson,
Thank you for your inquiry regarding an adjustment to your Priority Club® Rewards account.
Please be advised that Priority Club® Rewards does not issue credit for room rates that are discounted more than 30% off the hotel’s regular room rate. These include discounted group rates, locally negotiated rates, employee rates, entertainment rates, and Internet rates booked through third party websites like Expedia.com, Hotels.com, etc.
After reviewing your reservation dated Ashmore Australia on 28 Sep 2007, we have confirmed that it had been booked using an Entertainment Rate. Unfortunately, we will be unable to issue Priority Club® Rewards points for your discounted room rate. We apologize if you feel you were not made aware of this information when booking your reservation.
In the future, if you would like to accumulate points for your stays, we suggest that you ask for qualifying room rates that would be eligible for credit. For your reference, other rates found in our website: InterContinental Hotels Group Hotel Reservations | The Official Web Site (including the 21-day advance purchase, weekend web savers and internet saver rate) offer a discount of up to 60% but also carry coding which automatically earns Priority Club credit.
Please accept our apologies for any inconvenience this may have caused.
Should you have further queries or concerns, please do not hesitate to contact us. Attached is the link to the service centers' phone numbers page: InterContinental Hotels Group | Priority Club Rewards Service Centers
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:
Whilst you correctly advise details about heavily discounted rates are not eligible for points under PC Rewards (from Section 11 of the Terms and Conditions), you may not have taken into account the line (bolded) from the following quote of Section 11:
Eligible Charges Worldwide include the following Qualifying Room Rates paid for hotel room nights: non-discounted rate, standard corporate rate, worldwide sales negotiated rate, national/regional/local government rate and specified leisure rates as confirmed by IHG's HOLIDEX® Plus reservation systems. Points will be awarded for Qualifying Room Rates booked through IHG central reservation offices, IHG web sites, travel agents or directly at the hotel. In addition, in North, South and Central America and the Caribbean, points may be collected on locally negotiated rates if these rates are discounted less than 30%. At Asia Pacific hotels, Qualifying Room Rates also include all locally negotiated rates.
The stay was in an Asia Pacific property (Gold Coast, Queensland, Australia is in the Asia/Pacific region). The Entertainment Card rate is a locally negotiated rate (only 10% discount from the regular rate).
Please cease my inconvenience by correcting the mistake in the system and crediting me with the 2 night stay and relevant points for the expenses incurred.
Now let's wait and see what transpires - nothing credited yet.