Denihan Hospitality Group

Review: I booked a stay at Affinia 50 in New York, NY on their website [redacted] where my confirmation # was [redacted] for 8/*/13-8/**/13 "Guest Room - 2 Queen Beds". The room rate on my confirmation was : Tuesday, August **, 2013 USD $255,Wednesday, August **, 2013 USD $255,Thursday, August **, 2013 USD $195,Friday, August **, 2013 USD $187. They have "best rate promise" guarantee that their rate will be the best you find on the Internet or they will give you a $50 credit and a room upgrade. I found a better rate on [redacted] under their STANDARD RATES section, not their bid/auction portion where you don't get the name until after purchase. The standard rate on the [redacted] site for this hotel is $210/night. I tried to use the online form on [redacted] to submit a request for best rate guarantee, but when I clicked submit it gave me a web server error code. I tried multiple times, same result. I called the reservations line and spoke to a lady and told her what was happening. She asked for the details, I told her [redacted] and she initially said [redacted] is a single bed rate. I said no the [redacted] rate says "Guestroom 2 Beds". She put me on hold and then came back and said we don't match [redacted] or [redacted]. I was surprised by this as the terms and conditions on their site for the best price guarantee does NOT state that. It simply references that they don't match sites that have a price, but you don't find out the name until after booking/etc. What she stated and the terms state are totally different. I then asked her to cancel my reservation and I rebooked the same reservation type with [redacted] for $210/night, new confirmation # with [redacted] is Itinerary #[redacted] under same name [redacted] for same dates . I'm going to copy/paste the terms of affinia's price guarantee now : Our Best Rate Promise - Terms & Conditions The reservation must be made through any Affinia Hotels reservation channel (our reservation center, directly with our hotel or an official Denihan Hospitality Web site) for one of the following brands: Affinia Hotels and [redacted]. The guarantee does not apply to the following rate types: Any sites which require a login and password profile to book travel, or on foreign independent traveler (FIT) sites. Rates published within $1.00USD of [redacted]'s rates Rates that are not publicly available, such as negotiated corporate or group rates. Discount rates offered only to members of groups or individuals who meet previously specified criteria, including AAA members, seniors or government employees. Package rates that include the room and other components such as travel, car rental, entertainment, and/or non-breakfast meals. Package or group add-on rates that extend the length of a stay. Rates negotiated for stays extending beyond 30 nights. Rates that are available on auction Web sites Rates available on Web sites, such as [redacted] and [redacted], that do not disclose the hotel brand until the reservation is completed. Pre-paid rates that involve a voucher or other form of pre-paid certificate (including electronic vouchers and certificates) for a hotel stay outside the United States and Canada. Affinia Hotels and the “Comparison Rate” must be found, and a completed claim form submitted, within 24 hours and must be for the same hotel, room type and reservation dates. The same cancellation and advance purchase policies, and other terms and conditions governing the rates must apply. Affinia Hotels will verify the Comparison Rate within 24 hours of receiving your claim and notify you of the results. Because the claim must be processed before check-in, you must submit your claim at least 24 hours prior to check-in. When multiple rates for the same hotel, reservation dates, and room type are available through a Affinia Hotels channel you must reserve the lowest rate to be eligible for the guarantee. The Comparison Rate must be reservable by the general public and be verifiable by DHG. If the Comparison Rate is offered through a Affinia Hotels channel, you must reserve that rate to qualify for the guarantee. company will not charge a cancellation fee. If the Comparison Rate is reserved through a non-“DHG Brand/Affiliate” channel, Affinia Hotels is not responsible for any fees or other costs incurred due to cancellation of a reservation. Rate comparison will be made net of any taxes and gratuities but will also include any additional guest room charges such as additional person charge that are added in as fees during the booking process. The Comparison Rate must still be available at the time Affinia Hotels validates the claim. Rate disparities solely attributable to fluctuations and/or differences in currency exchange rates are excluded from the best rate promise. When a claim form covers multiple nights, the rates will be compared for each night separately. Claim will not be honored when a third party coupon is used in conjunction with a rate from a third party provider. Any special offers/benefits as part of a third party benefit program will not be honored. Void where prohibited by law. Affinia Hotels reserves the right to modify or cancel the guarantee at any time without prior notice.Desired Settlement: I believe I should be provided the $50 credit and the room upgrade their price guarantee policy promises, as they failed to honor it, as well as free Internet access during my stay. They also need to adjust their terms if they indeed do not match expedia or priceline at all so it is not misleading to other customers in the future.

Business

Response:

Good morning,

My name is [redacted] and I am the Director of Rooms at the Affinia 50 Hotel. I wanted to reach out to you regarding [redacted]’s complain (ID[redacted]). We have reached out to the guest and honored the conditions of the best price guarantee promise.

Please don’t hesitate to contact me should you have any questions.