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best rate guarantee
hotel wont honour it.

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5 replies to this topic

#1 José

Posted 07 December 2012 - 07:52 PM

so, a hotel i want to stay at is part of a group that advertise a best rate guarantee.

i found a website with a good deal and contacted the hotel to take advantage of their best rate guarantee.
i exchanged emails with a staff member and this was their final response.

Dear (insert my name),

Thank you for your email.

The 20% off discount that was offered by Rates To Go was not authorised by the Hotel, and we have had confirmation from them that this offer should not have been bookable at Pullman Hotels. The inclusion of Pullman Quay Grand Sydney Harbour in this sale was an error on their part.

I have met with our General Manager today, and we are unable to honour Rates to Go's price, however as a gesture of goodwill we can offer you 10% off the price listed on our Hotel's website, which brings the price of a 1 Bedroom Harbour View Suite down to $1,545 for a 3 night stay.

Please let me know if you would like me to organise a booking for you at this rate.

Kind Regards,

insert staff member name.

so, what do you think. do you think they should have honoured the guarantee or was i being unreasonable asking them to?

#2 Guest_LeChatNinjah_*

Posted 07 December 2012 - 07:58 PM

No, going by what you've said the hotel is not required to honour anything they never actually offered in the first place.

It was nice of them to offer the 10% discount, though.

Some of those discount travel sites are shocking for this.

#3 Dowager fancie

Posted 08 December 2012 - 12:48 AM

It doesn't sound like they authorised or even knew about the offer that some other company  was "offering" on the hotel's supposed behalf.

#4 ElizabethIAm

Posted 08 December 2012 - 05:50 PM

I think the hotel has stuffed up and are trying to cover up. I work at a Hotel and we also have rooms available on Rates To Go and everything advertised on the RTG  site is what I have put there. Sometimes I may put the wrong thing on there by mistake like the wrong price etc but I have to honor this. Perhaps you can ask them to provide you with a copy of the confirmation Rates to Go sent them stating the error was theirs?

Edited by JustCallMeLiz, 08 December 2012 - 05:53 PM.

#5 PatG

Posted 08 December 2012 - 06:10 PM

They probably should honour it (as they are getting a bad rap from you in internet land by not!). You should just book through RTG and get the deal from there.  The hotel will then lose out I think because they don't get all of your money as RTG keep some?

#6 Chocolate Addict

Posted 08 December 2012 - 06:16 PM

I think it is wrong of you to name the hotel.

I would be asking for a copy of the confirmation from the rates to go people that the mistake was on their end and not the hotels.

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