Trying to book a hotel with AVIOS points

[skulikj]

On March 5th I received an email that my AVIOS miles will be expiring. I recommended that my wife take a trip to London with a friend.

They were unable to use AVIOS miles for airfare so they are going to use them to book a hotel. My wife spent some time researching hotels in London on the BA web site. The Holiday Inn London Bloomsbury worked with miles and cash, 90,200 + $320.00. Each time she tried to complete the reservation after entering the credit card info an error message said there was a system error and to contact a phone number. She thought maybe some computer maintenance was causing the error. She tried again on Saturday morning with the same results after trying to confirm the reservation. When trying again to make the reservation, Holiday Inn London Bloomsbury no longer came up instead it was Holiday Inn Bloomsbury with a cash rate of $770.00. I called the Executive Club and was told that the only holel they could see was Holiday Inn Bloomsbury so that was the only one they could book.

My wife again researched hotels and decided on Holiday Inn London Regents Park for 90,200 and $220.00 cash. The same exact thing happened; error message trying to complete the reservation. Trying to book again, Holiday Inn London Regents Park was no longer showing, only Holiday Inn Regents Park at a higher rate. Contacted Executive Club again and was told they could book this but only at the higher rate. I feel this is very deceptive. Manager Angel Moya was not helpful in anyway possible and basically said he had no authority to handle any problems. We could not speak to anyone above the manager and were told to file a complaint.

She again tried to book a hotel on Monday morning with the same results. Everyone we talked to at Executive Club US or UK were unable to help. I have screen shots of all attempts to book. No one at Executive Club US or UK wanted the see them or were even willing to go to the internet to see what customers see.

I am very concerned about the practice of offering a reasonable rate that won't complete; receiving a message to call, only to be told I could only book at a higher rate.

[skulikj]

After filling a complaint with the BBB I was contacted by British Airways. They have worked to successfully resolve my problem in a satisfactory manner.

Thanks
Skuli