Rydges Priority Guest Rewards - invalid member number?

[Jurahn]

I recently joined Priority Guest Rewards as I'll be travelling to NSW in a couple of months and planned on staying at a couple of Rydges hotels so thought I might as well take advantage of member discounts etc. Signed up no problem, and booked the first hotel (Rydges Bathurst) a few weeks ago through my account without any issues. Went to book Rydges Sydney Airport yesterday and when trying to proceed with the booking, got the error message "invalid member number". Seeing as the booking form was auto-populated with my name and member number details, I thought how the heck can it be invalid? I notice the member number that shows on the account "dashboard" is a 10-digit number (no letters) and this is the one that automatically appears on the PGR website booking form, whereas the member ID i log in with (and the one shows on my booking confirmation email for Bathurst) is the one beginning with R followed by 7 digits, so tried putting this number in instead - no dice, this time it came up with "user validation failed, member number and surname do not match". Multiple attempts, trying both numbers, but failed each time . Tried using the Rydges website itself, got to the booking page - "are you a PGR member?" yes, put in surname and Rxx_xx_x ... nope, "user validation failed". So put in surname and 10-digit number, got two green ticks, member details retrieved and my name appeared on the booking. Sigh of relief, enter credit card details, try to continue to next page - "invalid member number". WTF???

Has anyone else come across this? I've emailed PGR customer service but have no idea how long it might be before I get a reply, so have also asked Rydges whether I can book the PGR rates via phone if unable to do so online, as both the Rydges and PGR websites seem to indicate you have to book online to get the discounted room rates.

 

[hydrabyss]

Emails I have sent usually answered in a day or so.

 

[Fifa]

My emails have also been answered promptly.

 

[Jurahn]

Thanks .

Have received a reply from PGR customer service - apparently the problem has arisen from a GHA account I signed up for a few years ago (only used it once, so forgot I still had it!) and the GHA member number is constantly "overriding" the PGR number. They said they're aware of the issue and are working on trying to fix it. As I was able to make the other booking through my PGR account a few weeks ago without any problems, I assume their system has only recently identified that I had a GHA account (albeit unused) and it has now been merged with my recently-opened PGR account, and this issue has now occurred. Hopefully it will be sorted out soon.