my claim was granted by the agent on the phone but the following day they reverse the decision.
Hi Ms. ____
This is John Soriano, E-Commerce Manager of Holiday Inn.
Although a lower rate can be seen in late rooms, it is not the net rate. late rooms is a pax account. guest will pay upon check in. The rate is not inclusive of service charge (the commission of late rooms. which is 25%) and the room service charge of the hotel which is 10%. total of 35% addition.
The 5,700 rate that you saw is not the total yet, upon adding the total service charge the net rate is: 7,695. (actually higher than IHG site's rate of 7,576.73. )
it is stated in their website:
please see attached for the screenshot or click the link below to see.
We get similar complains like this for laterooms and booking.com as both are "pay upon check-in" online travel agencies. this is part of their marketing tool to show only the net rate once your really confirm with their booking.
09/01/2013 to 31/12/2013 - Check the confirmation letter for service charge and local tax fees.
Thus this is not a valid claim and we cannot give you a free night.
Poor customer service and lack of communication and training