The HfP chat thread – Wednesday 30th June

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Isherwood says:

30 Jun30 June 10:31

Data point on (non-Amex) cards and cancelling. Mrs Isherwood decided to close her M&S credit card as all spend on Amex. Bit of back and for with the CS as they claimed she had a couple of ‘live’ regular payments so they could not action (not correct, since 2013). Finally they agreed they could just close it and have now sent her a standard letter which includes: “please be aware you must wait a minimum of 12 months before reapplying for another M&S credit card”. Seems a bit harsh. Or do they really dislike her? Any other cards have a 1 year ban?
- tony says:
  
  30 Jun30 June 12:50
  
  Think I had this when I shut down my old Nat West credit cards years back. They were really arsey about it, yet presumably had the tools at their fingertips to see I 1) wasn’t using the cards anyway and 2) had a wallet full of other cards….
Ian says:

30 Jun30 June 10:33

What happens if I stay in two separate IHG properties on the same night booked against my membership? I’m specifically wondering whether I can polish off two nights in the current promo at two properties nearby each other cheaply on a Sunday-Monday. Or will it need to be separate days?
- John says:
  
  30 Jun30 June 12:11
  
  Officially no but it depends on IHG’s IT system.
  
  Most likely what will happen is you get normal credit for the hotel that checks you out first, while the second posts as an overlapping stay and gets no night credit.
  
  Sometimes the overlapping stay will count for promos and/or regular points earning, even though it doesn’t get a status night.
  
  If you can make up a good reason to genuinely require two rooms at different hotels on the same night you may be able to convince IHG customer services to manually credit evening, but even so they may only credit the regular points and not the promo.
  - Ian says:
    
    30 Jun30 June 15:24
    
    Thanks John. Sounds like more hassle than it’s worth. Better off booking night 2 on a different marginally less cheap night for the sake of an easy life.
stevenhp1987 says:

30 Jun30 June 10:43

Filled in a claim for Duty of Care from BA. Just got this response:

“We’re sorry that your recent flight from Malta was cancelled. We know this isn’t what you expect when you travel with us, so we understand why you needed to let us know about it.

We never take cancelling a flight lightly, as we know how disruptive this can be, and I understand you incurred additional costs for your hotel and food. Because we told you about the cancellation at least 14 days before you were due to depart, we aren’t liable to reimburse your expenses under these circumstances.”

That’s not right is it? I thought Duty of Care always applied?
- stevenhp1987 says:
  
  30 Jun30 June 10:52
  
  I’ve immediately replied the relevant text from:
  
  https://www.legislation.gov.uk/eur/2004/261/article/5 https://www.legislation.gov.uk/eur/2004/261/article/9
  
  And informed there the 14 day limit only applies to compensation and that there is no time limit for Duty of Care.
  
  I guess most people just give up at this point and don’t enforce their legal rights?
  - meta says:
    
    30 Jun30 June 15:20
    
    @stevenhp1987 classic BA.
    
    @Lady London Some really should bring a class action with all the people they lied to. I’ve forwarded my correspondance with BA full of lies to CAA. Everytime this happens, I think we should start advising people to also report to CAA.
- Lady London says:
  
  30 Jun30 June 10:58
  
  It’s complete and utter tosh from BA.
  
  You are correct Duty of Care *always* applies even if they cancel it 364 days ahead.
  
  Since they’re trying this tripe swiftly send them a Letter Before Action headed email to Cust Services and Legal Dept. Give them 30 days for full reimbursement to reach your account failing which you will commence legal action.
  
  Isn’t it time hundreds of these rubbish lying cheating denials by BA were delivered in a 3-tonne sack to our sleeping CAA regulator as part of an action to stop BA systematically and knowingly denying passenger rights.
  - r* says:
    
    30 Jun30 June 11:17
    
    Why does the CAA not do anything about it? Its not like its an infrequent thing cos it seems to be 100% of the time that theres a cancellation BA actively lie to customers about their rights.
    - Lady London says:
      
      30 Jun30 June 11:54
      
      I believe the CAA is a marvellous organisation that does an excellent job as regards regulating aviation.
      
      However given their supine non-dealing with this it’s clear the regulation of the consumer side of aviation would be better placed elsewhere.
      
      Not sure why they’ve made no real step towards tackling these systematic abuses. Perhaps lack of skilled or interested staff.
      
      As with utilities I suppose there is always the possibility that the regulator is too much “on bed” with, too closely connected with industry players etc., and so may give major industry players such as BA an easy ride but I sincerely do not think that is the case here.
      
      Not sure who this regulatory work should be transferred to – is there a consumer rights authority for transport?
  - George K says:
    
    30 Jun30 June 17:33
    
    I’ve just got one of these boilerplate rejection letters too (over duty of care claim), and I’m gearing up for what appears to be my first CEDR/MCOL fight… Is there a good up-to-date guide for this? Is CEDR still the first port of call?
    
    BA’s response says to reply using their online form. How do I get a hold of the legal department’s email or contact details?
    
    Really wasn’t looking forward to this…
AndyW says:

30 Jun30 June 10:47

Email from Beardy about change in terms.

We’re updating the definition of a Cash Advance.

paying off other borrowing (like making a payment towards a loan or mortgage or using your card to pay another credit card instead of doing a Balance Transfer).

Maybe the end of paying off creation.
- Jonathan says:
  
  30 Jun30 June 14:18
  
  Definitely the end of that behaviour. But that’s been on the cards for a while.
  
  The more interesting question is whether the other amendments referring to e-money mean they’ll start charging cash advance fees/interest on all Curve transactions.
- @mkcol says:
  
  30 Jun30 June 15:11
  
  However if it’s Curve fronted, will it still apply? Or is this a “time will tell” scenario?!
  - BP says:
    
    30 Jun30 June 18:06
    
    Fronted or not won’t make a difference. Let’s hope it doesn’t apply to Curve. If all issuers did this it would kill the Curve business model.
    - Magic Mike says:
      
      30 Jun30 June 20:07
      
      Curve “business model”, lol.
Chrism20 says:

30 Jun30 June 10:54

Just done two nights at the Clocktower using the BOGOF voucher.

It may well just be me and the way I’m feeling at the moment but it was decidedly average and I can’t say I’m keen to hurry back.

The reservation was adhoc and was more out of sheer determination to use the BOGOF (expires tomorrow) after IHGs nonsense and either eleven or twelve cancellations over the last year.

Upgraded to a deluxe room which looked nice, however the king bed was two singles shoved together, the base of the bed was on its way out and had indeed collapsed at one side.

Fire alarms going off at about 4pm on Monday. Not sure of the reason but no evacuation and no mention of a test being conducted at Checkin.

The room was interconnecting two ways so I had the joys of being able to watch the TV on mute and listen to the sound coming from one of my neighbours TV whilst simultaneously listen to both sides of the telephone call my neighbours on the other side were having on hands free.

Woken from an afternoon nap at 4:45pm yesterday to incessant banging on the door. Answers it and I’m asked if I want housekeeping. Reply saying not at this time of day. They stare at me gormlessly, shrug and walk away.

Offered breakfast at checkin and I’m sure it was offered at a discounted price, however I’m sure I’ve been charged the full whack for it. Can’t quite remember what was said so have just let it go as was running late and the train was in eight minutes from MCO.

Breakfast was lovely, excellent quality and choice, probably some of the best poached eggs I’ve had in a long time. The staff at breakfast were also very friendly and they couldn’t do enough for you.

As I said at the start it may well just be me and my expectations combined with extreme bad luck but I probably won’t rush back.

That’s me been to three of the four U.K. Kimptons and I can’t say I’m in a rush to complete the set as none of them have particularly wowed me.

If staying at the Clocktower I recommend avoiding room 377.
- Anna says:
  
  30 Jun30 June 11:15
  
  What a shame, we had a great time at the weekend! They will charge full price for breakfast unless you agree a special rate at the time of booking, that’s standard practice. I booked our second room via Emyr so we got 2 out of 3 breakfasts thrown in, but they charge full price for the 3rd, which I was expecting.
  - Anna says:
    
    30 Jun30 June 11:16
    
    I would also have asked to move rooms, they can’t have been that busy on week nights.
    - Chrism20 says:
      
      30 Jun30 June 11:23
      
      I’ve maybe imagined the breakfast discussion, either way its not a big issue as it’s only a few pounds difference at most and it’s one of those rare occasions where the quality met price point.
      
      I was going to change rooms but when heading for breakfast the first morning the noisiest neighbours were heading for the lifts to checkout so thought I would chance it. There was no noise at all last night which surprised me considering England were playing.
      
      I’d say the hotel was quiet. From the quick glance at the breakfast list there was probably about 40 rooms listed.
      
      I don’t understand why hotels in general “upgrade” people into connecting rooms though if I have to be honest.
      - Anna says:
        
        30 Jun30 June 12:42
        
        What I have done in the past when making an Ambassador bogof booking is check the breakfast rate on the standard booking and if it’s good I email the hotel and ask if they will honour it for our stay. It’s worked about 50/50 so far, though you need to keep the confirmation email as they tried charging full price at the Kimpton Charlotte Square and wouldn’t budge till I produced the email.
- Aston100 says:
  
  30 Jun30 June 11:27
  
  Its reviews like this (and there are shed loads more on Tripadvisor) that put me off from wanting to stay at upper end international chain properties in the UK, especially IHG.
  The comments I’ve read recently about the two ICs in London are even worse (granted for different reasons for the O2).
  
  Granted, many of your issues could have happened in any other property rather than specifically at the Kimpton Manchester, but I would be more upset given the additional cost for staying in such a property.
  
  For longer UK stays with IHG, I tend to go for Indigos, or Crowne Plaza if no Indigos in the area or where the pricing is noticeably better.
  - John says:
    
    30 Jun30 June 11:54
    
    I feel this way about the Langley, not that the me of the next 5 years would ever think about staying there in the first place.
    - Rob says:
      
      30 Jun30 June 12:39
      
      It’s a bit desperate in the UK. Four Seasons Hampshire, Chewton Glen … gets a bit tricky after that. Personally I am very pro Gleneagles but a friend was there recently and said, basically, they lost all their staff during lockdown and are now fully retraining from scratch, with the obvious results.
      - TGLoyalty says:
        
        30 Jun30 June 12:45
        
        I hear four seasons has just completely renovated all of their rooms? Have you been recently?
      - Rob says:
        
        30 Jun30 June 12:53
        
        No, but I saw the trial room last time I was there. To be honest they were already in better nick than 90% of hotel rooms so I think it was more about changing the look. Bathrooms not done AFAIK. Not convinced about the new corridor wallpaper but it may look better in a long stretch rather than the few feet they had done as a test.
      - Nicky says:
        
        30 Jun30 June 16:08
        
        I was in Gleneagles 4 weeks ago and to be honest I could not fault the staff, they were all excellent
      - OHR says:
        
        30 Jun30 June 19:48
        
        What about Soho Farmhouse? Can’t beat it.
      - Sarah says:
        
        30 Jun30 June 20:42
        
        The service in the restaurant at the Chewton Glen is shocking – I know of quite a few people who have experienced this over the last couple of years. Limewood is a much better option
    - TGLoyalty says:
      
      30 Jun30 June 12:43
      
      Not sure I’d agree with any of that with the Langley. It’s very good
      
      Covid has completely decimated the industry and it will take some time for staff and properties to get back into the swing of things. Hopefully as soon as possible after July 19th when they can stop being completely extra about stuff to stop what’s actually a minute risk of fomite transmission. Ie it doesn’t need to be wrappped in plastic, hidden etc it just needs to be wiped clean every so often.
- Memesweeper says:
  
  30 Jun30 June 12:14
  
  All over Britain the hospitality industry is awash with undertrained and inexperienced staff. Expect poor service for the next six months I’d say unfortunately.
  - Blindman says:
    
    30 Jun30 June 15:56
    
    +1
- Rimmingtown says:
  
  30 Jun30 June 13:14
  
  I stayed recently, I agree the breakfast really was excellent, but its a cold uninviting sort of place, could easily be mistaken for an old school or library. If your easily impressed by Victorian/Edwardian architecture then its for you, as the previous poster notes decidedly average.
- Yorkshirerich says:
  
  30 Jun30 June 15:20
  
  I hope it’s half decent for 2 couples I know who I’ve booked for. I’ve used emyr and got them 100usd credit and other perks. Tbh they only want the beer so I hope that’s half decent or they won’t let me play personal travel agent for them again.
- Vin says:
  
  30 Jun30 June 18:20
  
  I’m sorry to hear you’ve had a bad experience @Chrism20. My experience was quite the opposite at the weekend. Having never stayed at a Kimpton before I used the opportunity after renewing Ambassador. Upgrade to deluxe room as Spire and an excellent rate incl breakfast and parking that was only available for a day on the IHG App (not on the website and not seen again !).
  The ‘secret’ Kimpton password for summer ’21 is ‘no more sweatpants’ – say this at check-in and you get offered a choice of one of three gifts. We couldn’t make up our mind so were handed all three 🙂
  Raid the tuck box in the room and a £10 credit thrown in were the added sweetners. Loved the building, decent gym and the yes the breakfast was superb.
  - Chrism20 says:
    
    30 Jun30 June 20:37
    
    @Vin I’m glad you enjoyed it. The majority of comments on here in the past have been positive so hopefully I’ve just had a poor room.
Reney says:

30 Jun30 June 10:59

Hi, I think someone made use of the Amex Beauty Pie offer and brought £99+ of products rather than the annual membership, can I just check the amex offer worked before doing the same? I have decided against buying the annual membership (have the offer on several cards, could change my mind later).
- Yvo says:
  
  30 Jun30 June 12:39
  
  Hi,
  Could be wrong but I think you have to have a membership to buy from Beauty Pie at all because it’s a subscriber model, then you can try the £99 spend as a member.
  I’m a big fan – especially the candles, really good quality and make great Christmas presents. Skincare mostly excellent, make-up very hit and miss. Avoid.
  - Reney says:
    
    30 Jun30 June 14:41
    
    already a member 😉
    
    You can buy when not a member just paid the non member price (madness thou).
    
    Yvo, did the amex credit work with spending £99 on products? Did you try it?
bafan says:

30 Jun30 June 10:59

I saw tickets for the potentially non England Euro 2020 semi final…€345 is a lot of money for the cheapest seats (Cat 2). Do we know if Cat 3 will go on sale at any point?

If my doctors keep telling me to stay in the country until I’m healed maybe I’ll splurge, I’m only down the road from Wembley 😅.
- Ben says:
  
  30 Jun30 June 11:48
  
  I got tickets to that Semi Final (tue 6th) last week but mine were only £70 each so maybe its just the more expensives ones left.
  - bafan says:
    
    30 Jun30 June 12:56
    
    Damn it. That makes sense. I noticed Hampden released (returns maybe) tickets last minute so I’ll keep an eye out. Cheers for letting me know. Not paying hundreds to watch teams where I’m not from.
John Caribbean says:

30 Jun30 June 11:03

Asked and answered a lot I know but I’m hoping quick question = quick answer.
Avios booking and book with confidence : flying in September, not booked yet, I can cancel up to departure (more or less) and get the points and money back in an FTV? So no benefit to trying to reduce cash component?
- John says:
  
  30 Jun30 June 11:57
  
  Basically you are committed to using those Avios on oneworld flights by April 2023 (although you could possibly get a refund by booking something that gets cancelled by the operating airline)
  - John Caribbean says:
    
    30 Jun30 June 12:19
    
    Super, that’s what I thought. Thanks