이런 일은 잘 안 생기긴 하는데, 머 사람이 하는 일이니까 가끔 생길 수도 있겠습니다.이런 일 생기면 참고하세요. 

SPG BRG 넣고 승인받음

-> 공홈 가서 cancelable rate 로 예약 

-> SPG BRG 에서 최종 rate modification 하면서 finalized 됨.   [여기서 BRG agent 실수로 이걸 non-refundable rate 로 바꾸었나 봅니다?]

일정이 바뀌어 예약 취소해 달라고 BRG department 에 요청 

-> BRG department 에서 취소했다고 컨펌

-> 예약시 넣은 AMEX SPG 카드로 아부다비 호텔에서 $$$ 차지됨. 

-> 결국 호텔과 이메일 연락해보니 non-refundable reservation 을 취소한 것으로 되어 자동으로 차지가 된 것임. 

저 &  BRG department & 아부다비 호텔 superevisor 삼자 연락해서 해결은 쉽게 되었는데, 

약간 골치가 아팠던 점은, 호텔 정책상 무슨 서비스 피랑 택스 머 이런게 환불절차가 안 된다고 하더라구요 (그 호텔에 다른 날짜에 어차피 가야 해서 요 차액은 그 호텔 다른 예약에 크레딧으로 넣는 것으로 함). 근데 이게 환불이 안 되면 full amount 가 환불이 안 되는 거라서, 이게 해외사용 수수료가 있는 AMEX SPG 카드로 차지가 된 거라 해외사용 수수료도 자동으로 fully refunded 가 안 되는 상황으로 된 것인데요. 하튼 뭔가 깔끔하게 full refund 가 안 되니까 좀 그렇더라구요. 결국은 어쩌구저쩌구 해서 해결은 다 보았습니다. 

Greetings xxxx,

It was kind of you to allow me time to investigate your prepaid refund. I apologize that it took more time than expected to resolve this issue for you.

Ms. xxxx, I have spoken with my colleague Ms. xxxx from xxxx  whom has confirmed your cancelation charges have been refunded and any service charges will be deducted from your finalized bill for your stay xxx 2015.

Your updated approved details are as follows:

Guest Name: xxxxx
Arrival Date:  xxx 
Departure Date: xxxx
Room Type:  xxxx
Actual confirmed rate: xxxx
Claim file number: xxxx

I understand how this process may not have been the smoothest for you, and know your recent experience is completely unacceptable to us and are obviously inconsistent with our standards.

Please be assured your feedback is extremely valuable to the Best Rate Guarantee department and Starwood Hotels & Resorts as a whole, and can only assist us in improving our services and properties on a daily basis. We are an ever changing industry and always take all notes and concerns to ensure the services and amenities we provide to our guests are nothing less than world-class.

As a frequent elite visitor to our properties, I do sincerely hope you will acknowledge that normally our service is exceptional and the difficulties you experienced on this occasion are not a fair reflection of our usual high standard of customer care. I value your business and have taken the liberty of requesting 2,000 Starpoints be credited to your account because of your recent Best Rate Guarantee experience. Please allow seven to ten days for them to appear in your Starwood Preferred Guest account. 

In closing Ms xxxx, I thank you once again for allowing us to right a wrong. I am grateful for your support, and do sincerely hope you have an unforgettable stay with us while visiting Abu Dhabi. Please let me know if there is anything I can do to assist with your stay.

 

I am happy to provide an online link with the opportunity to discover unique cultural experiences both within the hotel as well as across the local community to assist with your upcoming stay. We cherish you always entrusting us with your precious travel memories. Best wishes for a safe and enriching journey.

 

Have a lovely day ahead.

 

 

Best Regards,

 

 

xxxxxx

Best Rate Guarantee Specialist

eCommunications Department

Starwood Hotels & Resorts Worldwide 

--------------------

Hello xxxxx,

 

Thank you for your reply; I am happy to assist you further.

 

Ms. xxxx, I am sorry to hear of all the difficulties you seem to be having with your upcoming reservations to xxxxxx. I would like to clarify our process and discuss what is happening now.

 

I would first like to thank you for your patronage of Starwood Hotels & Resorts as well as your valued elite membership in the Starwood Preferred Guest program. In reviewing your account, it is very clear to me you have taken strides over the past two years to stay with us, and your passion for the program is impressive. 

 

The Best Rate Guarantee department will never make any modification to your cancellation policy. What cancellation policy and or deposits required at the time of booking will remain in effect during our rate changes. We simply ensure the correct rate is reflected to the hotel's billing department for a smooth check out. To avoid a charge to your credit card, we suggest guests to confirm a cancellable rate, which in your case you had done. In the future, please feel free to confirm any room type for your reservation as this will be modified internally with the hotel once your confirmation number has been received by us.

 

I am in direct correspondence with xxxxx  Supervisor xxxx to ensure any credits due are taken care of for you. Due to the time difference between myself and Ms. xxxx please allow me two days to finalize my findings with you.

 

Thank you for your patience Ms. xxxx, I assure you to be in touch soon. I am always available with any questions regarding claims, you may reach me direct by replying to this email or by calling 1-866-500-0368 from 11:30am to 9:00pm CST, within the US and Canada.

 

Have a lovely day ahead.

 

 

Best Regards,

 

 

xxxx

Best Rate Guarantee Specialist

eCommunications Department

Starwood Hotels & Resorts Worldwide