Qantas Hotels Price Promise Claim DeniedThe Qantas Hotels Price Promise is proudly advertised on the Qantas website. The guarantee claims that customers can know they’re getting a great deal. But one member’s recent experience with the Qantas Hotels Price Promise definitely did not live up to expectations.

AFF member Phil_vic booked a hotel room on the Qantas website for $236. Minutes later, they discovered the same room advertised on the hotel’s own website for $161. Where a lower rate is found on another website, the Qantas Hotels Price Promise offers 1,000 Qantas points and a refund of the price difference – $75 in this case. Our member submitted a claim immediately, but it was inexplicably denied.

According to a Qantas Hotels representative, the claim was refused because the “offer” on the hotel’s website was different. They told Phil_vic that the Qantas Hotels website had a “room only” offer, while the hotel’s own website had a “72 hour sale” offer. In other words, apparently the claim was not valid because the hotel was having a sale.

Phil_vic maintains that the Price Promise application met all of the conditions outlined on the Qantas Hotels website. These conditions require that the booking is for an identical room with the same dates, inclusions, number of guests, booking and cancellation conditions. Additionally, the rate must also be in Australian Dollars and the room must be advertised on an Australian website. Astonishingly, the Qantas Hotels representative even agreed that the claim met all of the advertised conditions – yet still refused to budge.

After well over a week, several emails and phone calls, Qantas finally agreed to pay out the price difference and 1,000 points. However, Qantas Hotels maintained that the claim was ineligible and only agreed to honour it as a one-off gesture of goodwill.

This is not the first time our members have had problems with the Qantas Price Promise. Others have had their claims denied due to minor technicalities. Some cases are fair enough, but our members feel that this refusal was particularly poor. If a room is ineligible for the Qantas Hotels Price Promise because it is on sale, our members question the worth of such guarantees.

Either way, if you plan on using the Qantas Hotels Price Promise, it pays to make sure your claim meets all of the terms & conditions before you make any bookings.

Join the discussion on the Australian Frequent Flyer forum: Qantas hotel price promise


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
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