Advertising chiefs dismiss complaint against Millennium Hotels
Advertising chiefs have dismissed a complaint from a guest of Millennium Hotels & Results who claimed a ‘best rate guarantee’ on its website was misleading.
The customer complained to the Advertising Standards Authority because she found the same hotel room on lastminute.com at a lower rate, but when she asked Millennium for a 15% discount, as per its best price guarantee, it refused.
The ASA did not uphold her complaint because it said she did not comply with the terms and conditions of the offer.
It said the offer on millenniumhotels.com made clear a reservation must have already been booked via the Millennium & Copthorne website and a claim form submitted via the website for the offer to apply, but the customer had not made a booking on the website or submitted a claim form. Instead, she had requested the refund directly from the hotel.
It also indicated that the offer excluded opaque websites that omitted the name of the hotel. The ASA said while the lower rate on lastminute.com provided details of the hotel, it did not specify the name of the hotel and was therefore excluded from the Best Rate Guarantee.
"We therefore concluded that the offer was not misleading," it said
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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