They are unwilling to do $30. But they’ll do $130.
Depending on the dates that folks booked, paid rooms are available in the $400 – $500 price range (and award nights are 12,000 Starpoints).
I am contacting you today in regards to your December 2013 reservations for The Phoenician.
Unfortunately, due to a systems error on March 27, the resort temporarily listed the incorrect and very low accommodation rate of $30 per night. While the Terms & Conditions on our website indicate the right to cancel if a reservation resulted from a mistake or error, we value your business and would like to extend an exclusive, discounted rate of $130 per night, as well as double SPG points for this stay. Currently, the correct, available rate for December 2013 is more than $400, providing you with a savings in excess of $300 per night.
We hope you will accept our redress regarding this matter. However, as this was indeed an exceptional circumstance, we are also giving you the opportunity to cancel your reservation(s) without penalty. We hope to hear from you soon so we may discuss and either finalize your accommodations, or cancel the reservations. To connect with a member of our Customer Service team please email us at ____________.
If we do not hear from you by April, 12th, 2013 we will assume you no longer want to keep your reservations and we will cancel them on your behalf.
We apologize for any inconvenience caused by our technical difficulties, and remain committed to providing you with our signature AAA Five Diamond guest service and experience. All Starwood Preferred Guest benefits will be fully honored. We look forward to having you with us!
The Miles Professor declares that relative to the value of Starpoints, this isn’t much of a discount.
Point Me to the Plane received the same offer and plans to jump on it.
Personally I think it is a very good price for the room, but not good enough where I’d want to make a trip to Phoenix that I wouldn’t otherwise take — I like but do not love the Phoenician, and I like Phoenix weather in December relative to the temperatures in DC — but I don’t love Phoenix weather. So if I’m going to go somewhere warn, I’m going to go somewhere warm.
Starwood has a mixed track record honoring mistake rates.
Recently they came through on the $60 Westin Times Square rates.
Years ago I took advantage of the ‘Ugandan schillings’ mistake rate at the Le Meridien Khao Lak — I booked what was then called the Presidential Oceanfront Villa for the equivalent of 60 cents a night. As with this rate, they decided to honor but at a higher rate, the equivalent of $33 per night (inclusive of tax and breakfast).
When the Lanesborough in London published a mistake rate, those who booked at SPG.com had a limited number of nights honored — but without the ancillary benefits of the published rate such as airport transfers. Folks who booked on Orbitz had those ancillary benefits honored… by Orbitz.
For those interested in a blast from the past, here’s my Top 10 Airline and Hotel Mistake Fares of the Past Decade.