PC Service Centre - anybody home??

[heygman]

Hi folks,

I have 2 issues which I have emailed the service centre about over 3 weeks ago initially, and again 6 days ago. Nothing. Nada. Zip. Service centre appears to be MIA.

1. We stayed at the IC Hong Kong using rewards nights for 3 nights at the beginning of June. I topped up into a junior suite using HK$ per night as agreed with the Hotel months in advance. Whilst the actual rewards nights are not eligible for points or bonuses, I am right in assuming the $ spent each night upgrading the room to the Jnr Suite, and food and bev and Hotel transfer etc ARE eligible for points... aren't I? I have sent a copy of the receipt to the PC service centre, explained and requested them to acknowledge (and assuming I am correct), amend my points account. As indicated above, so far nothing. As an aside, because I moved from Gold to Platinum between booking and arriving, they already had upgraded us to a King Bed Harbour View Executive Suite before we arrived. Fabulous room, and magnificent view each night over to HK Island... Actually there was absolutely nothing to complain about with the Hotel. Out of 30+ nights away in Dubai, UK and HK, it was the complete stand-out.

2. I have found 2 bookings against my PC number which are not mine – both HI Bali for different dates in July. Once again I contacted the service centre, and informed them that the Bali bookings are not mine, and requested them to remove them from my account. Again – nothing. Assuming they are not reward nights which somebody, somehow has managed to arrange by accessing my account details and PIN (if they did the points would have already gone out), what do I do? Leave it be and see if I clock up somebody’s reward points? Or do I go and cancel them both in “My Reservations” section of PC online? Only thing I am thinking is if some punter HAS legitimately booked these nights and supplied an incorrect PC number (i.e. mine!) at the time of booking, I may just stuff up their holiday if I go in and cancel them...

Quite frankly, 3 weeks is more than long enough to answer (or at least acknowledge) these queries. Certainly the PC service centre appears to be less than adequate, via email at least.

Any thoughts on how to handle the above from any of our well-healed members of the forum?? Cheers

Andrew

 

[asdf]

Never had an email response from any PC query, except for my status match.

 

[mannej]

Phone call perhaps?

 

[straitman]

Phone call perhaps?

I'd go with the phone call.

 

[Mal]

They seem to be very slow at the moment with processing requests. What used to be a 2-ish day turnaround for point discrepancies is now well over a week.

 

[markis10]

Phone call can fix it on the spot.

 

[Holly]

Hi folks,

Quite frankly, 3 weeks is more than long enough to answer (or at least acknowledge) these queries. Certainly the PC service centre appears to be less than adequate, via email at least.

I contacted the PC customer service via the online form back in April about a points discrepancy, and I only received a response two weeks later. By then, the issue had already resolved itself but nevertheless I still received a response to confirm that all was in order and that- "Foremost, we sincerely apologize for the delay of response as we are experiencing high email volume than normal."

The phone contact is
AU: 02 9935 8362 (toll charges apply)

 

[heygman]

Thanks folks. Will ring the centre (I assume M-Fr only).

In the meantime I have had a reservation confirmation email come in from Bali for Monday night's stay. Had better hurry up and organise some flights I guess...


Andrew

 

[markis10]

Thanks folks. Will ring the centre (I assume M-Fr only).

In the meantime I have had a reservation confirmation email come in from Bali for Monday night's stay. Had better hurry up and organise some flights I guess...


Andrew

The service centre is 24x7

 

[heygman]

The service centre is 24x7

Right - thanks Markis.

Andrew

 

[Ricardo]

I like to provide an email so I have a record, and insist on an email response, still waiting for a reply about a PP issue from about 12 months ago .....

 

[heygman]

Update

I was in Sydney this week on Business, but planned to call the centre this weekend upon my return to Perth. There was an email waiting for me at home.

1. Bali bookings were made directly with the Hotel and no points were used. oh well - piece of mind there.

2. Quote:

"InterContinental Hotels and Resorts outside the Americas will continue to award 2,000 Priority Club base points or 500 frequent flyer miles with participating airlines for each qualifying stay per section 11 of the Priority Club Rewards Terms and Conditions. This means that you will not earn points on incidental charges. The rate you paid must be a qualifying rate in order to receive the 2,000 base points and other bonus points. A qualifying rate is any rate that earns Priority Club points.

We apologize for a delayed response and any inconvenience as we are experiencing high volume of emails. Once again, thank you for taking the time to contact us. Should you require further assistance, please feel free to contact the Priority Club Service Centre again."


Is this correct? I was sure that I read a post from somebody else (can't find it now of course!) who successfully claimed incidentals when utilising Rewards nights.

I tried to read Section 11, but could not really align anything in it with the response above. I would appreciate your guidance on this folks... Cheers

Andrew

 

[oz_mark]

Is this correct? I was sure that I read a post from somebody else (can't find it now of course!) who successfully claimed incidentals when utilising Rewards nights.

They may well have had success at a Holiday Inn or Crowne Plaza, but unlikely for an Intercontinental Hotel outside the Americas.