The HfP chat thread – Saturday 24th April

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James. says:

24 Apr24 April 08:33

Has anyone booked a reward stay at Six Sense now more property are coming on board?
Steve says:

24 Apr24 April 08:53

IHG rewards booking question. If I’ve booked 3 night reward stay can I reduce it to a 2 night stay without it repricing (which is what is happening when I try on the site). Rates have shot up, so wanted to retain the daily rate I secured when booking. Would IHG cust svc help, or maybe the hotel directly?

In future I will book 3 x 1 night stays to get around this, but can’t go back in time on this booking!
- Andrew says:
  
  24 Apr24 April 08:55
  
  New booking I’m afraid. But good that you’re now aware of what you need to do in future.
- ChrisC says:
  
  24 Apr24 April 10:02
  
  Some people have reported that calling IHG won’t help as the policy is cancel and rebook and not amend but that contacting the hotel may (emphasis on may) have a better result but still not guaranteed.
- Alan says:
  
  24 Apr24 April 10:10
  
  Try emailing the hotel. I did this at an Intercontinental a couple of weeks ago when my flights were cancelled. They let me move the dates and keep the discounted rate.
  - Steve says:
    
    24 Apr24 April 10:48
    
    Thanks all will give the hotel a go and see what they say (and report back)
  - Secret Squirrel says:
    
    24 Apr24 April 11:41
    
    Hopefully it’s within the IHG group & not Mr&Mrs Smith hotel. IME the latter you get no where as the hotel refer you back to IHG CS which is bang head against wall.
Magic Mike says:

24 Apr24 April 08:57

Good morning from the Chepstow Marriott, just in time for a double elite nights credit weekend… Nothing open in Wales though so over the border to England to find a pub…
- Anna says:
  
  24 Apr24 April 09:15
  
  Is that the St Pierre? That was our Plan B for next weekend but it looks as though we’re going to Edinburgh now! It looks to be in a lovely location though, it’s definitely a future possibility.
  It is a bit bonkers that you can sleep in a hotel in Wales but not eat there, and eat in England but not sleep there!
  - Magic Mike says:
    
    24 Apr24 April 09:29
    
    Yep the St Pierre. It’s a bit tired but reasonable value for the money (£120/night for a suite). Just had a surprisingly nice takeaway breakfast delivered to the room: bacon butties, fruit salad, croissants etc. And getting away after months of staring at the same four walls with WFH/house arrest is totally worth it.
    - Anna says:
      
      24 Apr24 April 11:49
      
      Tell me about it! I am positively giddy about sleeping in a nice hotel, eating in a restaurant and going for a swim next weekend! I might even faint with excitement when we go sightseeing.
  - The uncivil servant says:
    
    24 Apr24 April 10:03
    
    Great where are you staying?
    - TGLoyalty says:
      
      24 Apr24 April 10:09
      
      Chepstow Marriott
  - Ghosty says:
    
    24 Apr24 April 10:20
    
    My youngest daughter has already had her wedding postponed twice at st Pierre
- ChrisC says:
  
  24 Apr24 April 10:19
  
  Sounds like a Welsh Version of the Bangkok Hilton!
  
  Best be on your best behaviour!
Blair says:

24 Apr24 April 09:13

Marriott Double promo question. It runs till April 27. Does that mean check out on Tues (Apr 27) or check out on Weds (Apr 28) is the last night that will trigger the bonus? Also anyone got past experience of bookings that extend beyond a promo period and how points/nights are accounted for? To keep things tidy I am inclined to swap hotels on 27 (or 28) April
Maciek says:

24 Apr24 April 09:14

Steer clear of Latus Health testing packages. Day 2 test arrived on day 2. Day 8 test arrived on day 12. Dispute filed with the card issuer, but Latus (suddenly stared responding to emails and signing them with the name of the person responding!) – state that it’s not their fault, the’ve sent the day 2 (sic!) test on time and “As it stands, we are still owed for out services. We do not accept liability for this and therefore can not accept your refund request/payment cancellation”. I’ve asked them to refund the cost of TTR test I’ve done with another provider as I needed to travel on day 11 as a condition to cancel the chargeback which I think is more than fair.
- Anna says:
  
  24 Apr24 April 09:17
  
  Lady London is very knowledgeable on this stuff but I’m pretty sure that if they’ve agreed to supply you with a test on Day 8 that would constitute some sort of contract (which they now haven’t fulfilled). It’s absolutely woeful service anyway.
  - Maciek says:
    
    24 Apr24 April 09:20
    
    They claim it’s Royal Mail’s problem. On day 10 they sent me a tracking information for the kit which was only trackable once delivered on day 12. Then they confuse day 2 and day 8 in communication. Absolute shitshow. If they send out day 8 test on day 7, this is their risk – but I wouldn’t be surprised if they haven’t shipped it out until day 9-11.
    - meta says:
      
      24 Apr24 April 09:58
      
      Ask them to provide exact proof when it was sent by them! They failed to send it for day 8. Had a similar thing with another provider with timed delivery. Amex refunded me no problem after the provider tried to wriggle out on grounds it’s not them, it’s Royal Mail.
    - ChrisC says:
      
      24 Apr24 April 10:09
      
      Take a screen shot of the Royal Mail tracking log.
      
      That should show when it entered the Royal Mail system and whilst not absolute proof of when they sent it it’s more reliable than the company just saying “well we sent it on day …”
      - Blenz101 says:
        
        24 Apr24 April 10:23
        
        What difference will it make? Two tests were sent and need to be paid for. Hardly a unique complaint that tests were delayed by postal service….
        
        https://www.bbc.com/news/uk-england-56672670
      - CH says:
        
        24 Apr24 April 10:43
        
        The “difference” could depend on whether the delayed second test was returned for analysis, otherwise the cost would then be raw cost of materials/postage.
        Plus the argument on this thread is the suspicion it’s not the postal service that’s causing the delay.
        The other point with this is where Latus’ delays ranks in the big league of private testers.
      - ChrisC says:
        
        24 Apr24 April 10:53
        
        Blenz surely it matters when the test was sent?
        
        If they posted the 8th day test on the 8th or later then it was physically impossible to carry out the test on the 8th day which is the point of the testing package purchased.
        
        Even posting it on the 7th would be risky for it to arrive on the 8th.
        
        If they sent it late then they failed to provide the service provided and a refund is due.
  - Lady London says:
    
    24 Apr24 April 11:50
    
    I’m not an expert but so far as I know the seller is still liable under statute (ie law that outranks contract) for promises about delivery even if the delivery co messes up.
    
    Go for it.
    
    When ordering something for which a delivery time or some other feature of the product is so important that you don’t want the product unless that promise is adhered to then you can strengthen this at time of order by saying ” [delivery date] of… and…. is of the essence”. Ideally this would be in the contract but they wrote it. So at time of order/in conversation making it a condition of the order/immediately after if they give no other way, contact them and remind them using those words.
    
    Shouldn’t be necessary when delivery timing of results is the core of what’s being sold but every little helps.
    
    I could see, for example a very justified consequential losses claim if someone had 3 nights extra in hotel isolation or quarantine for these expenses plus all food for those extra days as you’d have been forced to pay takeway. You could mitigate by whatever supermarket food would have cost. I can’t wait to see such a claim succeed.
    
    I suspect @ChrisC is the real expert here and anything @Anna says about statute is going to be true after a lifetime under statute.
    - A says:
      
      24 Apr24 April 11:59
      
      Yes the delivery company not fulfilling their related contract with the seller doesn’t absolve the seller of responsibility. Seller liable is contract to buyer for services not provided – must put buyer in position as if contract has been performed so covers replacement test coast- and seller can then claim from delivery provider subject to the terms of any exclusion clauses under that B2B contract.
- Yuff says:
  
  24 Apr24 April 10:32
  
  You need to contact the German doctor, based in Mallorca, he will send you a negative covid certificate …. no test required ……..
  He supplied many German tourists over Easter
  - kitten says:
    
    24 Apr24 April 11:56
    
    And is his address now the jail there?
- Maciek says:
  
  24 Apr24 April 10:39
  
  It makes a huge difference. Service is day 2 and 8 test, not day 2 and 12. I’m not paying for the service not delivered. Also, the cost of PCR tests is not the cheap kit they send in mail with the cheapest postal service available, but processing of it. Since I’ve not used day 12 test, they are not out of money and should promptly refund.
  - TGLoyalty says:
    
    24 Apr24 April 11:22
    
    Agree.
  - Anna says:
    
    24 Apr24 April 11:51
    
    Absolutely – if they can’t rely on Royal Mail to get it to you on time they should make alternative provision.
- Lady London says:
  
  24 Apr24 April 11:53
  
  PS the tests are sold as an unsplittable pack so claim back the lot, not half.
  
  That will teach them to stop weaselling.
  - Maciek says:
    
    24 Apr24 April 12:07
    
    I’ve filed a dispute for the entire amount. Sadly it was on an US-issued AmEx so may have to explain to our American friends what this service is about…
Pete M says:

24 Apr24 April 09:26

What are people’s views on the IC Lisbon, please?
- Rachel R says:
  
  24 Apr24 April 09:33
  
  I loved it. Possibly partly because I stayed on an incredibly cheap rate a few years ago. Room was decent though. Lovely view over the city and great breakfast. Staff also very friendly and helpful. What is it you want to know?
- Phil W says:
  
  24 Apr24 April 12:14
  
  Nice hotel but a bit out of the way. Good Ambassador and Spire recognition. We prefer the IC Estoril though. Stunning views.
Pete M says:

24 Apr24 April 09:41

Thank you – super useful! Looking at options just in case mainland Portugal ends up on the green list in May. It’s showing for £119pn fully refundable at the moment which seems superb value!
- meta says:
  
  24 Apr24 April 10:03
  
  There is also IC Porto to consider. I absolutely love that property. It’s one of my favourites. There is a review on HfP here, but I think Rob got a different Junior Suite. Mine was really spacious. I’m going to go back at one point and combine it with a stay at Six Senses in Douro.
  - Pete M says:
    
    24 Apr24 April 10:23
    
    Thanks meta! It’s defo on the radar, but slightly more difficult to get to Porto on my rather already complex trip 😅 Palacio das Cardosas also starts on £180pn on my dates. Either should work neatly with the IC Ambassador deal too!
- Dan says:
  
  24 Apr24 April 11:18
  
  Lisbon IC had builders in when I stayed. Supposedly 9am – 6pm but actually 8am – 8pm. Also supposedly closing buffer floors to keep the noise down. They didn’t – one guy was next door. Early check in didn’t happen either – actually still waiting around until after 4pm. I moved to the Estoril IC – that was wonderful. Also, as mentioned by meta, Porto is wonderful too.
  - Lady London says:
    
    24 Apr24 April 12:00
    
    I hope you got your room comped, a very decent refund, or all meals gifted in their most expensive restaurant during your stay.
    
    Whatever they say or however charming they are, hotels are fully aware of the extent of such disturbances and rely on your stay only being temporary so they owe you. The higher level the hotel the more they owe you.
- Pid says:
  
  24 Apr24 April 12:04
  
  We have stayed at the IC Estoril and that was great as it is on the coast. It is also a really easy travel by train or taxi back into Lisbon.
  - Pete M says:
    
    24 Apr24 April 13:32
    
    Thank you all – maybe we’ll split our (theoretical) stay in two then!
  - Genghis says:
    
    24 Apr24 April 15:03
    
    Hopefully heading to IC Lisbon and Estoril over the summer. An easy 1 week break with minimal travel and good food.
Mart says:

24 Apr24 April 09:42

I Transferred amex points to virgin 14 days ago and then more 11 days ago they have still not showed up,I think I have flights on hold but last I heard from virgin on twitter they were looking into it really poor CS.
- Andrew says:
  
  24 Apr24 April 09:58
  
  Amex to virgin are supposed to be instant, showing up within seconds. Has that changed? Maybe an error you might need to ring Amex about.
- Harry T says:
  
  24 Apr24 April 10:00
  
  There are often issues with linking MR and VS. I have had to ring in the past to get them to link my accounts properly. I would call amex if I were you.
  - Mart says:
    
    24 Apr24 April 10:13
    
    I contacted them on chat they said the problem was at the virgin end,but the Vs twitter team don’t seem to know what to do,I’m losing the will, if the flights are still held great if not at least my brain can relax so frustrating
    - Harry T says:
      
      24 Apr24 April 10:24
      
      Chat are useless 50% of the time when an issue is remotely complex. Ringing will likely yield better results.
      - Secret Squirrel says:
        
        24 Apr24 April 11:43
        
        Agree with Harry, anything that needs action on your account they always ask me to call.
      - mart says:
        
        24 Apr24 April 18:46
        
        Finally linked i am not impressed they could not offer a explanation ,feel like complaining and i never do that but absolutely rubbish CS