Subject: RE: RESERVATION STATUS
Date: Thu, 8 Jul 2010 12:25:08 +0800
From: j__@bxx.com.my
We would like to clarify that BXX Singapore Hotels is an affiliated hotel and not a Home Resort (ie property put into the share scheme). Unlike Home Resorts, we do not have fixed number of rooms allocated for xxshare members for affiliated hotels/resorts. Hence, confirmation of booking to affiliated hotels/resorts is subject to the respective hotel’s own availability at the point of booking request.
As you have mentioned in your letter, the dates (26 Dec – 30 Dec) which you have requested is indeed a super peak period and according to the hotel’s response, only Deluxe/Suite rooms are available during that period. As our normal surcharge is for studio rooms, a top up is required for the higher category of room. That was the reason our Member Services Department has sent you the mail informing you that studio room is not available and offered you a suite room. Our Member Services Department has in fact made another attempt to BXX Singapore Hotel for your booking but received the same response.
We would like to clarify that BXX Vacation Club do not profit from such exercise as the upgrade is between the members and the respective hotels/resorts i.e. members is to pay the upgraded rooms at the hotels/resorts. Our Member Services Department is only trying their best to fulfill members booking and where unavailable, offer alternatives. It is your prerogative whether to take up the rooms offered or not.
From your booking record, there have been a number of successful bookings around the same period in previous years to other locations. We do understand your wish to continue such year end family vacation trend and will try our very best to fulfill your request but it is beyond our control when it comes to affiliated hotels/resorts and during such season.
If you do not wish to pay for the upgraded rooms in Singapore, let us know your alternative destinations and we will try our best to assist.
Your kind understanding on the above is much appreciated.
Thank you
Jxxxx
From: j__@bxx.com.my
We would like to clarify that BXX Singapore Hotels is an affiliated hotel and not a Home Resort (ie property put into the share scheme). Unlike Home Resorts, we do not have fixed number of rooms allocated for xxshare members for affiliated hotels/resorts. Hence, confirmation of booking to affiliated hotels/resorts is subject to the respective hotel’s own availability at the point of booking request.
As you have mentioned in your letter, the dates (26 Dec – 30 Dec) which you have requested is indeed a super peak period and according to the hotel’s response, only Deluxe/Suite rooms are available during that period. As our normal surcharge is for studio rooms, a top up is required for the higher category of room. That was the reason our Member Services Department has sent you the mail informing you that studio room is not available and offered you a suite room. Our Member Services Department has in fact made another attempt to BXX Singapore Hotel for your booking but received the same response.
We would like to clarify that BXX Vacation Club do not profit from such exercise as the upgrade is between the members and the respective hotels/resorts i.e. members is to pay the upgraded rooms at the hotels/resorts. Our Member Services Department is only trying their best to fulfill members booking and where unavailable, offer alternatives. It is your prerogative whether to take up the rooms offered or not.
From your booking record, there have been a number of successful bookings around the same period in previous years to other locations. We do understand your wish to continue such year end family vacation trend and will try our very best to fulfill your request but it is beyond our control when it comes to affiliated hotels/resorts and during such season.
If you do not wish to pay for the upgraded rooms in Singapore, let us know your alternative destinations and we will try our best to assist.
Your kind understanding on the above is much appreciated.
Thank you
Jxxxx
3 comments:
Another method of taiji-ing. It is totally unacceptable to have a sudden exclusion stating that the upgrade fee that may incur. If clear statement said this is going to charge on upgrading fee in specific amount, I think this will reduce unnecessary time to bargain or contact them like 傻海!
Thanks Sam for visiting my blog. "Hmmm" means? :)
Cn, you are right. I really wasted a lot of time (since Feb) and end up got to go for other hotel chain. Damn..
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