Really cough stay @ IC Fiji: Check out today - what would you do?

[Moopere]

I follow a “panic hard, panic early” policy

This is great advice which I think is worth consideration. If you wait to complain at the very end of your stay I guess there is little management can do. They should offer deep discounts upon checkout if your complaints are even halfway valid (in a top shelf 5 star) but otherwise there is a limit ability to respond.

Raising attention to failure along the way instead of at the end gives management the opportunity to get a clue. Its a heads-up for a start that there may be billing problems at the end. They have a chance to change for the better, immediately ... or sooner if possible

 

[haydensydney]

So we wrote to the IC Fiji and listed our concerns.

Received a response today and they offered 4000 points + an upgrade to Club "next time I visit". A nice gesture, but I'm not overly inspired to return to Fiji. I think they handled my complaint professionally so we are happy with how it all panned out.

 

[Moopere]

Hmm. $40 + free upgrade. Really doesn't sound like they have received the message to me.

Wonder if you could convince them to allow the 'upgrade to club' to be valid at any IC hotel? That sounds more like a real apology

 

[haydensydney]

Yeah I thought the 4k points was a bit light on - I was hoping to be given enough for a free night (30k?)

 

[straitman]

Yeah I thought the 4k points was a bit light on - I was hoping to be given enough for a free night (30k?)

I was given 2000 points and a cheese platter for a comparatively minor issue at the Auckland Airport HI last year.

 

[Sprucegoose]

I was given 2000 points and a cheese platter for a comparatively minor issue at the Auckland Airport HI last year.

Stiff Cheddar Bill?

 

[markis10]

$24 worth of points, you have to be kidding, the expenditure at another hotel besides an IC would have resulted in at least 20-30k of points, you should at least be getting a free nights worth of points to use at another hotel, 4k won't even get you a room at a point break property.

 

[anat0l]

Yeah I thought the 4k points was a bit light on - I was hoping to be given enough for a free night (30k?)

30k would barely cover a night at the IC, plus you wouldn't be able to redeem for the same category of room that you bought at a significant premium.

In perspective, however, I haven't heard of PC giving such a measure of compensation except to refund a points stay.

 

[yeldarb8]

So we wrote to the IC Fiji and listed our concerns.

Received a response today and they offered 4000 points + an upgrade to Club "next time I visit". A nice gesture, but I'm not overly inspired to return to Fiji. I think they handled my complaint professionally so we are happy with how it all panned out.

Sounds like a pretty lame response to me. No way I would accept that. I'd contact my credit card company and initiate a charge-back on the basis that you did not receive the services that you paid for "at the standard that the merchant represented". If you were made the offer for accommodation in Australia then they might be subject to the Trade Practices Act etc.. etc... Tell your card company you would be happy to negotiate a lower charge. Wait and see what happens. In the past I have been given a discount if I push it in this fashion. Also, the Internet is a powerful tool... use it and exercise your right to post negative reviews in as many places as possible.

You ended up with a laundry list of issues and that should not have happened given the $$$ you were paying.