Qantas Price Promise Scam [Hotel Bookings] | Australian Frequent Flyer
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Qantas Price Promise Scam [Hotel Bookings]

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anchew

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Specifically, price promise in relation to hotel bookings.

Conditions on the QF price promise website:
Price promise (640x420).jpg

Price on QF.com:
QF booking screen (640x327).jpg

Price on the Mercure website:
Capture (534x640).jpg

Response:
email.jpg

WTF? The conditions are the same - room only, no cancellations or changes. Have I missed something?

When I questioned it:
email 2.JPG

I think I'm going to make a complaint to the ACCC
 

AdMEL

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So it seems that QF will not match sale prices! At least not for Accor hotels! Thanks for the heads up. In my experience, price matches aren't worth much, especially as most are not valid unless you've already purchased, which is then too late to go elsewhere!
 

deejo77

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I checked out of a Qantas booked hotel last week - they gave me a bill $30 less then I had paid via Qantas - they corrected it once I forwarded the confirmation but still disappointing
 

anchew

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So it seems that QF will not match sale prices! At least not for Accor hotels! Thanks for the heads up. In my experience, price matches aren't worth much, especially as most are not valid unless you've already purchased, which is then too late to go elsewhere!
But no where in the terms and conditions does it say that it will not match sale prices. In fact, isn't that the intent of price matches so you can match a cheaper price? Anyway, I don't think it's good enough on QF/Hooroo.
 

markis10

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So it seems that QF will not match sale prices! At least not for Accor hotels! Thanks for the heads up. In my experience, price matches aren't worth much, especially as most are not valid unless you've already purchased, which is then too late to go elsewhere!
Nice thing about SPG, reservation not required for BPG.
 

Mattg

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I agree, this should be taken to the ACCC. Alternatively, have you sent Red Roo a PM?
 

anchew

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I agree, this should be taken to the ACCC. Alternatively, have you sent Red Roo a PM?
I have thought about that but I don't think there's much the Red Roo here can do. I think it needs a more fundamental change at Hooroo and its price promise policy. A similar thing happened to me before but after I pushed, they came through in the end. But I shouldn't have to push because the price promise policy its a clearly misleading and/or deceptive if they advertise it as one thing but don't come good when one meets all the conditions as advertised.
 

Mattg

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I have thought about that but I don't think there's much the Red Roo here can do. I think it needs a more fundamental change at Hooroo and its price promise policy. A similar thing happened to me before but after I pushed, they came through in the end. But I shouldn't have to push because the price promise policy its a clearly misleading and/or deceptive if they advertise it as one thing but don't come good when one meets all the conditions as advertised.
I'm still trying to figure out on what grounds Hooroo doesn't think the conditions are the same. The best I can think of is that the $209 deals on both sites obviously have the same terms and conditions, but perhaps the 40% off deal on the Mercure site has different conditions? If not, then you should definitely contact the ACCC as this is clearly misleading advertising. And the worst thing is that you have to book and pay for it before you can even make the claim (and find out that for some reason it's not valid).

Do let us know how you go.
 

anchew

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Done! I have submitted a complaint with the ACCC

I wanted to book a 2 bedroom apartment at Mercure Hotel Mildura for an upcoming trip on 10/11 May 14. When I searched Qantas.com, the price quoted was $209 (attachment 1). But when I checked Mercure.com, there was a 40% off sale for the same room for $131.40 (attachment 2). Then I thought "you beauty!" Qantas has a price promise which I can price match & get 1000 frequent flyer points. I then double checked the price promise conditions (Transfers Price Promise | Qantas) & it stated it must be the "same booking and cancellation conditions" (attachment 3). As the two quotes were for the room only & no cancellations or changes, I thought, yep, it qualifies. So I made the booking on Qantas.com (attachment 4) & submitted a price promise claim. However, the response from Qantas/Hooroo was that the price promise claim was not successful because "The offer that was on the screenshot that you sent us was not the same with the offer that was on Qantas" (attachment 5)! I then responded asking that they reconsider the claim because the booking conditions were exactly the same (attachment 6) but they responded saying that it was not eligible because it was not the same offer (attachment 7)! If I knew, I would have booked directly on Mercure.com but now I'm stuck paying $209 when I could've paid $313.40. I feel that this is inconsistent with what was advertised on its website & that I have been misled &/or deceived by Qantas/Hooroo regarding price promise.
 

benjy

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[/snip] If I knew, I would have booked directly on Mercure.com but now I'm stuck paying $209 when I could've paid $313.40.
Oops! A bit of a typo. I hope your email stated $131.40, not $313.40, otherwise the ACCC may get a bit confused ;)

Good luck :)
 

Mattg

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Done! I have submitted a complaint with the ACCC
Good on you, despite the typo which was pointed out by the OP I hope this gets sorted for you and Hooroo is brought to account.
 

Aussie_flyer

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yes, it is disgusting on behalf of this twit at hooroo! I would be saying HOOROO to them in the future and never bothering with their pathetic service again
 

anchew

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Oops! A bit of a typo. I hope your email stated $131.40, not $313.40, otherwise the ACCC may get a bit confused ;)

Good luck :)
Crap! I'm sure they'll know what i mean. I attached screen shots to the complaint so should be ok.
 
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markis10

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Crap! I'm sure they'll know what i mean. I attached screen shots to the complaint so should be ok.
I would look at doing a chargeback, as they have taken your money under false pretences and you are not getting what was advertised.
 

equus

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Just make sure you have booked direct at the better price before doing the charge back, or you may miss out on the room.

Having the better price booking that they failed to match makes it certain that your grounds for charge back (failure to deliver on the promise of the better price) is seen to unquestionably be the sole reason for the chargeback.
 

Welsh-Kiwi

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I had the same issue with Hooroo. I submitted a price promise claim via their website. By the following day, I hadn't received a confirmation so sent all the screenshots to them via e-mail. My original claim, Hooroo advised, had not been received and my second claim was turned down as claims must be received the same day as the purchase. I gave up in the end.
 

zainman

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I've just booked a hotel for the first time using Qantas because they sent me an email with a $40 voucher code. This reduced the price from $133.70 to $93.70. However I found a price of $114.60 on expedia.com.au. I've applied for the BRG because had I not used the coupon, Expedia (and others) would have been cheaper. Do people think it will get approved? I believe the rate to be matched is in essence the $133.70. I have had success previously getting BRG's approved with expedia even though I had used a coupon.

Let's see what QF has to say..
 

zainman

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I've just booked a hotel for the first time using Qantas because they sent me an email with a $40 voucher code. This reduced the price from $133.70 to $93.70. However I found a price of $114.60 on expedia.com.au. I've applied for the BRG because had I not used the coupon, Expedia (and others) would have been cheaper. Do people think it will get approved? I believe the rate to be matched is in essence the $133.70. I have had success previously getting BRG's approved with expedia even though I had used a coupon.

Let's see what QF has to say..
Just received a response to the claim, very quick turnaround I must say:

Thank you for submitting your fully-completed Price Promise claim form. After careful consideration and validation, we regret to inform you that the Price Promise claim has been unsuccessful.

Upon checking the competitor travel website URL and screenshot you have provided in comparison to the booking you’ve made, we have confirmed the following details:

The offer "Limited-Time Offer! Save 40% on This Reservation" you found at the competitor travel website does not match that of the offer your purchased (Early Booking Offer EP Room only breakfast per pax-per night - 27.00 AUD), as it is a price offered under promotion with a third party.

To qualify for Price Promise, the products on Qantas.com and the competitor travel website must be identical in all regards, and all details must be visible on the screenshot of the competitor's website.

For more information about the qualifications for a Price Promise claim, please refer to the following link: Transfers Price Promise | Qantas.

Please don't hesitate to reply to this email if you have further queries, concerns, or clarifications.


What to do now? Should I PM RedRoo? The price is lower on all other websites!
 

boomy

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Not matching sale price? looks a bit like a scam to me. Did anyone actually had a SUCCESSFUL claim?
 
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