Pan Pacific Responds to "Direct Advantage" Campaign
Further to the article featured in the recent ACTA newsletter regarding Pan Pacific Hotels and Resorts 'Direct Advantage' initiative, we wanted to share with ACTA members that following our story,
Kevin Croley, Senior Vice President, Marketing and Sales immediately reached out to clarify some of the points raised and in particular correct any misconceptions related to this initiative.
Kevin stated that as a global hotel brand, 'Pan Pacific' fully recognizes the very significant contributions travel agents make to our business and that they place tremendous value on the longstanding relationships that have been built. He went on to share that Pan Pacific Hotels, like the majority of hotel brands, have introduced the 'Direct Advantage' initiative with the sole purpose of driving more online bookings to the panpacific.com channel.
In the note that was published in the ACTA newsletter, there was a reference that if customers 'find it cheaper somewhere else they will drop the price another 10%'; however, this is incorrect as this Best Rate Guarantee initiative applies only to online bookings. In fact, under the terms and conditions, we have been specifically mindful to state that the Best Rate Guarantee claim does not apply to travel agency rates, in order to reflect our every intention of honouring the agreements we have established with our travel agency partners.
Nonetheless, Pan Pacific was very concerned to learn of the issue raised in the article and certainly apologizes for any misunderstanding or confusion that might have been caused unintentionally. They also would like to reiterate their commitment to sustaining the strong partnerships they have established with all their travel business partners.
Pan Pacific sincerely hopes that this explanation addresses the issue and remains at our disposal to discuss further and allay any other concerns. Pan Pacific has involved their colleagues from the Pan Pacific Vancouver so that they are aware that we are addressing this as they had received some enquiries from our travel partners in Canada.
If you have anything you would like to comment or add to this topic kindly email dmccaig@acta.ca and we will be sure your voice is heard.