上月去北京出差,本来打算是住金融街洲际酒店的.前年它开业时住过两天,感觉非常满意.但这次预订过程中发生了一件令我很失望的事情.
洲际酒店集团网站上一直号称它有百分之百网上最低价.所以我以前一直都在它的网站上订洲际酒店集团的品牌如假日,皇冠和洲际.很少同时去其它的网站上查查.这次我订的金融街洲际酒店SUPERIOR ROOM一月十四号入住一天是人民币1667.5(含税和早餐).订了以后感觉贵了点,就去携程查了查(通常我去携程是看它的酒店点评),不查不知道,一查吓一跳!同样的房间,同样是一月十四号入住,同样是含税和早餐,携程才1242元.好家伙,洲际酒店集团所谓的网上最低价比携程足足贵了四百多!
按洲际网站上的说法,如我有发现其它网站上更低的对大众公开的报价(同样旅馆,同样类型膳宿供应和同样日期)并且是可预订的,如在和洲际酒店集团预订房间的24 小时之内和他们建议,并由洲际验证后,他们将对我入住的时间提供我所发现最低的价格,并在这个价格的基础上给予我额外的10% 折扣.
于是我便填了洲际网站上的最低网上价格保证单并同时发出去.但等了一天后一点动静也没有(洲际网站上说保证四个上班小时内有回音).打电话过去查询,它的客服说没收到我的保证单.那只好重新在把我在携程上查到的价格再告诉他一遍.结果客服去调查了一下,回来说携程上的价格不属于合格的网上最低价,因为携程网站上不能马上显示房间的确认.这真是狡辩!我以前(和现在的千千万万其它人)都在携程网站上订房,一般几分钟内通过手机或电邮都可受到房间的确认.难道这不算可网上预订吗?后来我发电邮去抱怨.以下是洲际回复的邮件内容:
----- Forwarded Message ----
From: +Lowest Internet Rate Guarantee
To: XXX@yahoo.com
Sent: Tuesday, December 19, 2006 1:31:01 PM
Subject: RE: PC General Service/Quality Concerns
Dear XXX,
Thank you for contacting us. Please be informed that when you visit www.ichotelsgroup.com/lowest, I quoted below the 4th paragraph regarding your concern:
"Rooms on the other web site must be publicly available, viewable and bookable on the Internet at the time of verification."
"Bookable on the Internet at the time of verification" means that it should be immediately (at the time of verification) bookable, meaning that of having instant confirmation. The website www.ctrip.com, is invalid since it does not give automatic confirmation of the reservation. Kindly be informed that when you make a reservation on our website www.ichotelsgroup.com, you are given an immediate confirmation of your reservation and reservation details would be sent automatically in the hotel's system. Thus, we only match rate from the third party websites that could give immediate confirmation as our website has the same kind of service that we provide to our guests.
Moreover, please be informed that the hotel also checks every detail of a claim and if they found it to be invalid, they would not adjust the rate on a reservation. We both have to comply with the terms and condition of the guarantee.
Please be assured that as long as the conditions of the guarantee are met, we keep our promise of honoring the lower rate less 10%. However, we do apologize for any inconvenience you may have experienced as a result of this concern.
We thank you for your kind understanding and patience in this regard.
We look forward to accommodating your upcoming reservation. If you need further assistance, please feel free to contact us.
Best regards,
Rosa Mangulabnan
Lowest Internet Rate Guarantee
Guest Relations
InterContinental Hotels Group
800.447.2981
Reference No. PH239547
以下是我的回信:
Dear Sir/Madam,
"Bookable on the Internet at the time of verification" is not the same as getting instant confirmation by common understanding. Unlless you put it (instant confirmation) explicitly on your company web site, the current phrases are very misleading!
I just checked Marriott's web site and their Best Rate Guarantee doesn't require instant confirmation (https://marriott.com/hotel-rates/faqs.mi). I quote " 11. Can I submit a claim based upon a lower rate found on any Web site?
Rate Guarantee (for example, Hotels.com, Expedia.com, Travelocity.com). However, the Web site must be one in which you can complete the transaction on the site. Opaque providers of hotel rooms, such as Priceline.com and Hotwire.com, that do not reveal the hotel brand name until after you have pre-paid your hotel room do not qualify for the guarantee.
"
Anyway, thanks for letting me know your company's real conditions for so called "Lowest Internet Rate Guarantee". I will definitely check around next time when booking an InterContinental hotel online.
我住洲际品牌的酒店也有不少了.中肯的说,洲际网站上的报价一般情况下确实是最低的.但发生这件事后,我想以后我对洲际网站上的最低网上价格保证及报价是会打个大问号的.肯定会去查查其它网站做做比较的.