I joined the Trip Rewards member loyalty program offered by Cedant hotels because I often stay in hotels and they were offering free night rewards. As expected, I always tried to stay at one of their hotels even if it was a little bit more than another place because I was earning towards my free nights. They also offered a Best Rate or It's Free guarantee.
I have found that this is a huge ripoff because they make it extremely difficult to earn the points. On my second or third stay after joining I noticed that my points didn't get credited, even though I had presented my card at check in. After a couple of emails they finally added the points. Then about two months later I stayed at a hotel and presented my card, and she told me that the rate didn't quality for reward points because it was a discount rate... Even though they have had a sign on the highway offering this rate for well over 5 months. I shrugged it off and was too tired to go to another hotel, so I missed out on points there.
Next, I stayed at another of their hotels and I made sure to ask if it qualified for triprewards points. I was told that the discount rate offered didn't apply but she could charge me the regular rate (only $4 more) and I would qualify, so I agreed. I was surprised when my points didn't show up and I contacted Triprewards only to be told that it was not a qualifying rate.
I explained to them that I had paid a higher rate just so I would qualify and they basically said "I don't know what to tell you." I never got those points.
So I still hadn't learned my lesson. Stayed at the same hotel again but booked my reservation online and made sure to choose the "Best Available Rate" that it said was open to everyone. Obviously not a special rate. Take a guess what happened. No reward points.
These last two have been during their "Stay 2 Times get enough points for $25 gift card" promotion, but apparently none of my hotel stays ever qualify. I contacted triprewards to tell them that I felt like they were ripping me off and that I deserved points for all of my stays. Their reply was "I'm not sure what to tell you. You can send in all of your receipts and we will research it." That basically means to me that they won't do anything. Besides I only have one of the receipts anymore and why do they need receipts? They have the reservations in their computer system!
PS: Their Best Available Rate or It's Free deal is also a scam. If you find a better rate (which isn't hard to do) you have to BOOK that rate at that website. Then you have to call triprewards within 24 hours to see if they can confirm it. Their policy even states that it will be totally up to them whether or not the price is confirmed. On the off chance that you DO get them to admit there is a lower price they will simply lower their price and offer it to you for the same amount and then you are no longer eligible for a free night because they matched the price.
I am switching to another hotel loyalty program, but to be honest it isn't much better so far. My first stays with them I didn't see any signs about their program and I asked if they had a rewards program and the clerk said No. Yet when I logged into my account online I clearly saw the very hotel I stayed at listed in their locations list.
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