Qantas hotel price promise

[cambriamarsh]

Have never held for longer than a couple of minutes. As mentioned above the cancellation process is painless (they'll ask you the reason for cancelling and offer to rebook you), you just have to call up as can't cancel online.

Thanks for that, appreciate it

 

[astrosly]

You don't have to call, you can cancel bookings by filling in an online form at Contact us | Qantas Hotels Australia
This is also the link in the Enquiries section of your booking confirmation email. Select "Booking Amendment" as the query type, enter the booking reference and 'cancel booking please' or words to that affect in the message.

I've used this a number of times and always had a response confirming cancellation within 24 hours, with the refund within a couple of days after cancellation.

 

[Phil_vic]

This is what I sent to them at 12:45 PM on Friday:

Yes the offers are different – the one from the Windsor site is on sale.
If the offers were not different, then I would not be able to put a claim.

They are the same Hotel, and the same room type/name (Superior Room)and same room inclusions/configuration
It is a room only – just like the Qantas offer.
The Windsor does have other offers for room with breakfast, however this is not what I chose, I chose the room only.

There is nothing on the price promise conditions which say it must be the same “offer”.
It says:
• Same hotel property (including location).
• Same room type (including bedding configuration).
• Same inclusions.

My claim satisfies all of these

If you are unable to apply the price promise, then could you please give me the contact details for a supervisor as I’d like to understand how this is not covered by price promise.

Could you please respond to this today as I’d like to get this resolved.

I didn't get anything back so far, hoping for a response today...

 

[docjames]

If they string you along for 72hrs, then the direct price wont be on sale any more.

Perhaps that's the tactic?

 

[Flying Fox]

If they string you along for 72hrs, then the direct price wont be on sale any more.

Perhaps that's the tactic?

I have screen printed the webpage before contacting QF just in case something changes.

 

[cambriamarsh]

You don't have to call, you can cancel bookings by filling in an online form at Contact us | Qantas Hotels Australia
This is also the link in the Enquiries section of your booking confirmation email. Select "Booking Amendment" as the query type, enter the booking reference and 'cancel booking please' or words to that affect in the message.

I've used this a number of times and always had a response confirming cancellation within 24 hours, with the refund within a couple of days after cancellation.

That’s great and makes sense thank you

 

[JohnK]

I see your point of view, mine is similar, but life is too short, also booking with QF hotels gives me QFF rewards, where as if I book direct with the Proximity in Manukau Auckland suburbs, no points earnt.
Before I went into the booking process, on the QFF website, I did a dummy booking to check prices, about $174 or so, yes, I know, I am not really an Ibis budget sort of person, unless no other choice.
When I went to do a firm booking, on the QFF website to get points, and proceed with payment, price jumps up to $204!
Granted QFF has to make a profit, a lot in my case, but a financial killer in yours.
Not sure in your case how you can push your case up the Hooroo ladder tho.
Best of luck!

Just out of interest what QFF rewards did you earn for that $30 jump in price?

 

[Mattg]

Has anyone else made a price promise claim where the the hotel was on special, and was the claim successful or not?

Yes. The claim was eventually approved but it took several months of sending emails back and forth before the points & price difference were actually credited. It didn't happen automatically and frankly wasn't worth the time and hassle.

I haven't bothered using Qantas' price promise since.

 

[Phil_vic]

Yes. The claim was eventually approved but it took several months of sending emails back and forth before the points & price difference were actually credited. It didn't happen automatically and frankly wasn't worth the time and hassle.
I haven't bothered using Qantas' price promise since.

I've made around 30+ hotel bookings via Qantas last year, I like to book with Qantas to get QFF points on the deal.

I did 6 price promise claims last year, 3 of these were immediately successful. One was initially knocked back because they claimed my comparison price did not include GST (which it did).

 

[Phil_vic]

still no response from Hooroo to my email on Friday, feels like I've been put on the back-burner

 

[Markb]

I had exactly the same response from Qantas so I rang them. They told me that the price on the hotel website was not a publicly available offer as you had to register before booking. After I argued that point the next excuse was the offers were not the same as by booking directly through the hotel I would get free breakfast and I wouldn't with Qantas. So in essence get less for more with Qantas. After much discussion they agreed to do me a "one off favour" and refund the difference and give me 1000 FF points

 

[Phil_vic]

Still no email reply from Hooroo - it's been one week since their last email. So I've phoned them today
(1300 558 610 - it's on the Hooroo website)

Their team member told me that a specialist was looking into my claim and I'd be updated via email
I told them that was not good enough as I've already been waiting 1 week for a reply to my last email.

I asked to speak to a supervisor...after 10mins on-hold, the supervisor came on and said she had reviewed my case notes, and in this one-off instance they would process the price match (& 1000 bonus QFF points). She was still maintaining that it was a different 'offer' and that the website explains that it must be the same identical product to claim a price-promise.
I told her that this should not be a one-off, as may claim matches all of the conditions listed on the website (name hotel, same room type, same inclusions, etc), therefor if I find another on-sale price where it is the same room, it should always be accepted for price-promise claim.
She told me that she would take this up further to ensure the team knows how to correctly handle this.

So... if anyone has the same problem, of them not accepting an "on special" price, please post the details here and we'll see if they've changed their ways or not.

As I said in my first post - it shouldn't be this difficult!

 

[adamonline]

Well done in being persistent. You're right, it shouldn't be this hard. I do wonder at what point these sorts of price promises come to the attention of the ACCC. I think the ACCC may have taken a close look at the Officeworks price beat offer a while back and Officeworks seemed to get better at actually honouring what they advertise.

 

[justin23]

This reminds me of some of the tricks Harvey Norman used to play with price matching of things like laptops.
In Australia you could theoretically buy the same HP laptop from many different retail stores, but Harvey Norman would have there own serial number the only purpose of which was to identify laptops sold at Harvey Norman and to deny any price matching!

 

[roomer]

So frustrating for QFFers to be given the run around in merely taking up the offer put out by Qantas, they're re just chipping away at people's loyalty with behaviour like that.

Obviously people are chasing points when they book with Qantas but the other thing, especially when touring, is grabbing a hotel that meets the Qantas standards, I mean they're not going to recommend a place with paper thin walls on the third floor without a lift are they? Well I didn't think so, but their hotel recommendation in Troyes France fitted that scenario ...

BTW regarding price testing comparison, I hope people haven't forgotten to delete their cookies before comparing prices, or using a browser with private settings.

 

[wilrc1]

I've given up with Qantas hotels after numerous claims rejected for reasons that made no sense, I find it's cheaper to either book direct or use Trivago or Tripadvisor, Qantas were never the cheapest but I was willing to give them business if they price matched, it's just not worth the effort, they will find a reason to decline.

 

[linustan]

To me, all those so-called "price promising, price match, best price guarantee..." on hotel or flights are becoming a joke, especially hotel deals.
They can always find an excuse to reject you and make you feel petty about yourself. And they keep changing their criteria on this. I can't be bothered any more. I will just cancel the original booking and go for the cheaper one. If it is non-refundable, back luck.

 

[Bindibuys]

I book 3-4 rooms per week using QFF - just for the points. (actually just booked for tonight 10 minutes ago)
Granted I have never gone looking for a better price where work is concerned, but I have never had any problems cancelling rooms, I just call - never have to wait long, then it is all done.
I will often book for our holidays - making sure it can be cancelled, then wait for a double points offer, re-book under husbands name, then ring up and cancel my booking.

 

[Deleted member 6404]

Well just reading about how much off a hassle it is to make a claim with Qantas has put me off completely using them for hotel bookings.
I use mainly Hotels.com did a price match claim last week with them took some screen shots of the cheaper rate etc. Got the difference refunded. Trick is make sure you have free cancellation on your booking that way if they don't come to the party, just cancel.

 

[Kremmen]

I've looked at Qantas hotels a few times, but with the effective 10% discount (1 free night in 10) on hotels.com, I've never found an instance where Qantas hotels was better value.

And about a year ago, I booked the Windsor for $137/night through hotels.com. Same price as the Windsor's web site sale. Still earn the 1 free night per 10. No messing about with trying to get a mob like Qantas hotels to price match.