Which? critical of hotel price guarantees
Which? has criticised hotel price guarantees after finding that few of the major chains immediately offered to match lower rates customers found elsewhere.
Researchers found lower prices elsewhere for the same hotel on the same night at 12 out of 14 hotel chains offering a Best Price Guarantee.
However, they were told they must book and pay for the room directly with the hotel before their claim for the lower rate would be considered.
Only Britannia and Jurys Inn offered to immediately match the lower price, while the others said customers had to submit a claim with evidence of the better deal and the hotel would then decide if they qualified for the price match.
Claims procedures were often inconvenient, said Which?, involving online forms, pricey 0870 numbers, currency conversions and waits of up to three days.
Athough some of the hotel chains surveyed by Which? offered an additional discount or free nights on top of the price match, Which? said that if customers waited for hotels to confirm the deal, they risked losing the lower rate available elsewhere.
By Linsey McNeill
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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