Priority Club account posting stay errors...report yours here

[QF WP]

From my discussion with Priority Club Service Centre, Entertainment Card rates are only valid for points where the price paid is less than or equal to 30% discount from the rack rate (best available rate?) of the room purchased.

That's why I wasn't going to get points as per my first post.

Therefore, yes there are some subtle protocols to follow:

1. Don't book EC rate for Suites (as they will be heavily discounted, more than the 30%) - unless you're happy that you won't get points.
2. Always check the rack rate of the room selected (by comparing with best available)

 

[oz_mark]

From my discussion with Priority Club Service Centre, Entertainment Card rates are only valid for points where the price paid is less than or equal to 30% discount from the rack rate (best available rate?) of the room purchased.

That's why I wasn't going to get points as per my first post.

Therefore, yes there are some subtle protocols to follow:

1. Don't book EC rate for Suites (as they will be heavily discounted, more than the 30%) - unless you're happy that you won't get points.
2. Always check the rack rate of the room selected (by comparing with best available)

I have never found where in the Terms and Conditions this 30% rule comes into play. I have actually had points denied on rates described as best flexible, so I am not sure that they are the rack rate.

Realistically, I think PC needs to take a look at the TC's and tidy them up. They are a shambles as they now stand.

 

[Alanslegal]

I have never found where in the Terms and Conditions this 30% rule comes into play. I have actually had points denied on rates described as best flexible, so I am not sure that they are the rack rate.

Realistically, I think PC needs to take a look at the TC's and tidy them up. They are a shambles as they now stand.

As EC holders are booking PC rooms using EC discounts on false pretences ( >30% ineligible etc) EC should be demanding PC to remedy asap or at least clarify............then again maybe a Trade Practices Act issue for misleading and/or deceptive conduct?

 

[QF WP]

I have never found where in the Terms and Conditions this 30% rule comes into play. I have actually had points denied on rates described as best flexible, so I am not sure that they are the rack rate.

Realistically, I think PC needs to take a look at the TC's and tidy them up. They are a shambles as they now stand.

oz_mark, it comes from Section 11 of the T&C's (bolding mine):

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

What I argued with Customer Service was that I was unaware that my Suite was at a discount of > 30% (as it isn't pointed out in the EC section of the reservations screen, the level of discount applying). Whilst I got away with it the first time, I doubt they'll give it to me again...but I'll try nevertheless.

 

[Evan]

I just saw this thread and it explains a lot about ! i now am certian i encounter this a lot as our company rate is very low and as such often the stays will not manage points.
E

 

[QF WP]

As EC holders are booking PC rooms using EC discounts on false pretences ( >30% ineligible etc) EC should be demanding PC to remedy asap or at least clarify............then again maybe a Trade Practices Act issue for misleading and/or deceptive conduct?

I can't see that it's false pretenses, as any EC member needs to have read and understood the Entertainment Card Hotel Program Rules of Use - which very clearly sets it out. These need to be read in conjunction with the PC T&C's above, which again clearly set out the eligibility and inelgibility of every rate.

 

[oz_mark]

oz_mark, it comes from Section 11 of the T&C's (bolding mine):

The 30% mentioned in the T&C's have nothing whatsoever to do with Australia.

 

[QF WP]

Exactly - that's why I bolded the next line in Clause 11 in my answer above (which is the applicable situation for Asia Pacific).

The big concern is to work out whether one's EC rate is going to get points automatically, or one has to fight for them. The CS staff just trot out the >30% discount and I always ask them to read their T&C's to me. Then I have got transferred to a Supervisor twice (out of 2) and got my points.

 

[QF WP]

I love it when a plan comes together. This time the CSA I spoke to checked the EC rates I had booked ($257 and $288 per night) and after some tapping, has given me 10K points for my single night stay and 44K points for my 3 night stay - no need to escalate to Supervisor.

 

[Mal]

Stayed at an Entertainment Card rate recently (HI Darling Harbour). Rate was $171 EC, think it was $190 or so Fully flex.

Stay has credited as ineligible. Currently chasing up PC at the moment to get it credited correctly.

Have another 2 EC rates coming up soon, and not really wanting to have to chase them up about them too

(Also, does manual points/nights adjustments cause issues with promotions not correctly applying?)

 

[straitman]

Lindsay,

I agree and will. It's just a matter of fitting it in inside the next week, and it is the triple points, then quad points for booking online that I'm chasing. I'll let you all know how i get on.

Thanks for the prompt about this.

I never did manage to get the last lot of points, so I guess the moral of the story is don't mix reward and paid stays.

This has been balanced recently when a stay over posted by a similar amount so I'm about equal over all.

 

[Evan]

(Also, does manual points/nights adjustments cause issues with promotions not correctly applying?)

Not for me so far this year, had some manual's and the bonus second every second stay points posted fine.
E

 

[oz_mark]

(Also, does manual points/nights adjustments cause issues with promotions not correctly applying?)

In my experience these get correctly applied with the adjusted stay.

 

[Skoogle]

I stayed in the Crowne Plaza Perth last month and no points were posted. I booked an advance purchase rate, being about 10% discount.

After an exchange of emails, they said it was a deeply discounted rate but gave the points anyway. I got nowhere after seeking the exact T&C that applied.

Just got off the phone with Service Center. They said that hotel removed my web booking reference (making it a walk up stay) and marked the rate as 66%, therefore being deep discount. :evil:

The conversation basically went on that I believe the hotel is committing fraud on its members and that I wish it escalated.

 

[oz_mark]

I stayed in the Crowne Plaza Perth last month and no points were posted. I booked an advance purchase rate, being about 10% discount.

After an exchange of emails, they said it was a deeply discounted rate but gave the points anyway. I got nowhere after seeking the exact T&C that applied.

It has long been a bugbear of mine that they point you at the T&C, but can't point at exactly the clause it is being denied under. It is my belief that they can't do it, because the clause simply does not exist.

Just got off the phone with Service Center. They said that hotel removed my web booking reference (making it a walk up stay) and marked the rate as 66%, therefore being deep discount. :evil:

The conversation basically went on that I believe the hotel is committing fraud on its members and that I wish it escalated.

Seems strange, but I doubt they will escalate it. You will need to di it yurself

 

[Mal]

Currently chasing up PC at the moment to get it credited correctly.

It's now been about 1 1/2 weeks since I put in the missing points claim. Still no response. Do missing point claims normally take this long?

 

[oz_mark]

It's now been about 1 1/2 weeks since I put in the missing points claim. Still no response. Do missing point claims normally take this long?

I have found that either the points post, or a message about a non qualifying stay, as the case may be, can take a couple of days. It seems that sometimes for longer delays, I have found it means that PC are awaiting a response from the hotel about something. Having said that, I have never had more than 4-5 days without hearing something.

 

[Mal]

Sent an email on Friday regarding my missing stay, and got the standard "deep discounted rate, no go" email back.

Have replied to that today, pointing out the non 30% rule for Australia, so hopefully they will see some logic.

Does anyone have a standard template that they use when Entertainment rate claims are being denied that I can copy?

It frustrates me that by saving $17, I have missed out on several thousands of points.

 

[QF WP]

Mal, I sent the following email:

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 (property name 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 invonvenience by correcting the mistake in the system and crediting me with the 2 night stay and relevant points for the expenses incurred.

I got a return email a week later:

Dear Mr. Wilson,
Thank you for your kind response.
We regret to inform you that we are unable to issue credit for your stay in Ashmore Australia on 28 Sep 2007 as we have confirmed that it had been booked using an Entertainment Rate. We apologize if you feel you were not made aware of this information when booking your reservation.
As gesture of our commitment to serve you better, we have deposited 2,000 Priority Club points to your account.
Your current point balance is 112,872.
We would also like to take this opportunity in expressing our profuse apologies for the 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

Sincerely,
IHG

At that point I gave up on the email route, deciding I needed to talk to somebody. I rang the PC Rewards number 02 9935 8362 and spoke to a Manila-based CSA. She cuold see the emails and after discusing it with her, she went to a supervisor and agreed that as it was my "first time" she would credit the remaining points. So I ended up getting 2K points for my inconvenience.

 

[Mal]

Mal, I sent the following email:

Thanks Lindsay. Although, looks like I don't need to use the big guns this time

I logged into my PC account tonight and saw the following:

(Hotel booking that shows up as non-qualifying) "Adjusted Stay" and the correct number of points for the stay.

So they obviously accepted my side of the story, or just gave me the points to "shut me up".

The biggest thing that bugs me about 'Entertainment Card' rates is that the T&C's do not specifically preclude them from earning points in Asia Pacific. Certain other discounts are mentioned as non-eligible, but not the Entertainment rates. Certain hotels/call centre staff try and deny points based on rules that don't seem to be reflected in the T&C's. Very frustrating.