We would like to inform you that we were unable to locate the rate you were claiming for. In addition, the rate available on www.ctrip.com is higher than the best available rate on IHG website at the time of verification, thus claim won’t qualify for the Guarantee.
Please know that rates posted on both websites are subject to change due to availability and demand and we do not have any control over these changes. What we only do in our department is to verify whether a claim is valid or not. Hence, it is important that we verify the lower rate on our end to support the result of our verification.
As per Terms and Conditions;
11. Verification of Claims. All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery.
Rest assured that as long as the conditions of the Guarantee are met, we keep our promise of honoring the free night to our guests. However, we do apologize for any inconvenience you may have experienced as a result of this concern.
Should you have further questions regarding the specific Terms and Conditions of the program, you may visit www.ihg.com/bestprice. 作者: 孩子先生 时间: 2016-1-7 11:10
沙通智选假日得到的回复如下：
Thank you for your email.
Foremost, we sincerely apologize for the typographical error on our previous email. After reviewing your claim, the rate verified on the third party website upon time of verification is THB 1,858 per night or total THB 2,211.58 which is higher than the rate that you have booked.
We understand that you viewed a lower rate on the third-party website which prompted you to file for the Best Price Guarantee and we know how frustrating the result of the verification was. However, we hope you understand that all Terms and Conditions of the program must be met before we extend the Guarantee to your reservation.
Please be advised that we would need to be able to verify directly that the lower rate is bookable and available on the reported website at the time IHG conducts verification for the program as stated on our Terms and Conditions. Please know that we verify claims in real time and in order that it was received. Furthermore, we are precluded by our Terms and Conditions from accepting any external documentation for the purpose of verification for the Guarantee.
Verification of Claims. All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery.
We hope you understand that our verification process is executed only in accordance with the Terms & Conditions of the program. Rest assured that as long as the conditions of the Guarantee are met, we keep our promise of providing you a free night.
Should you need further assistance, please feel free to contact us again.作者: 南山南 时间: 2016-1-7 11:18
我看的是两个都被拒绝。作者: 孩子先生 时间: 2016-1-7 11:19
