Sys Bug > Incorrect points allocated when more than one room booked.

[qwerty123456]

It's happened on several occasions now: book 2 rooms over 1 stay but only receive points on one room. It's not something easily picked up at times - room rates vary and points accumulated/dollar also vary from time to time....so something to watch out for.

I've spoken to the officials behind the scenes - it's a 'known bug' in the system....on check out the system will only calculate points on one room - the other room is ignored.

There are two methods to overcome this:
1. Chat with the front desk on checking out and highlight the 'bug' and request the two rooms be individually calculated and added into the system.
(Works with limited success)

2. Send in invoices for both rooms (often 3 invoices: one for each room if prepaid and another for food/beverage) and request a recalculation. As I hold A+ as well, the guys at the A+ team are super helpful in this regard.

I suspect this also applies to room nights accumulated, As I stay predominantly in AU hotels my spend (points) currently get me past the Plat renewal requirement after 6 months. I guess if you're counting room nights toward status then this might warrant a closer look too.

 

[puppysparkes]

Speaking of bugs, I've been charged for cancelled bookings and had to contact the property for refunds on a couple of occasions. Always screen cap the booking cancellation as a precaution. I've also been refunded where points were deducted for a booking, however on check out I was billed for the full room rate. Another slow response : /

 

[basso]

It's happened on several occasions now: book 2 rooms over 1 stay but only receive points on one room. It's not something easily picked up at times - room rates vary and points accumulated/dollar also vary from time to time....so something to watch out for.

That is strange, I have only done this once, but got a credit for both rooms. Maybe the fact that the bookings were split into two folios at check-in accounted for my experience