Total Rewards website not showing rooms I know they have.

Does anyone know why when I look up rooms on the Total Rewards website without putting in my rewards card number there are many more room options then when I log in with my card number?

I find it strange it doesn't even allow me to see the rooms that I know they have still available.

 

For me, when I'm logged in, the site tends to mostly show standard rooms (all comped) and lower level suites that are comped. It often leaves High Roller suites out rather than give me a rate on them.

A few seemingly random big suites will usually show up with a rate though, e.g. the NOBU penthouse almost always does for some reason. I don't know the real reason, but I would guess that it is based on an algorithm that has to do with inventory. They would probably rather save the bigger suites for true players, or people off the streets that will pay rack rate, which is why they show up if you visit the site as a guest, i.e. without logging in.

 

I find it funny that if you check without logging in, it will show more rooms and the price they give to everyone...if you find a room you want and its available, select it, then log in. it will tell you it is not available

now, say a jubilee strip room is $175 a night for anyone on a particular week, a murphy parlor room list for $133 and an indigo suite list for $225, an indigo grand suite for $225, a jubilee grand suite for $275...now log into total rewards and it has you 100% comped for the jubilee grand suite, so now you know that you can get a room for your trip valued at at least $275 per day, but for some reason it removes certain rooms like the murphy parlor and indigo grand suite from that list...if those rooms fall into less cost I should have a choice if i want them or not

 

I've had this problem in the past as well and phoned them to ask about it. The woman I talked to said it was because when you are not logged in it is showing you all rooms that are available, but when you are logged in it only shows rooms/offers/pricing that you qualify for.

Basically I would break it down like: when logged in they are assuming you are looking for some kind of deal and have no interest in rooms you can't get some kind of discount on (or free) and so they don't show you those rooms.

 

I wonder if they set a block of rooms for this purpose, but keep the whole hotel open for any non TR customer. Maybe they dont want to sell all their rooms at a discounted/comped price and want to have availability for non TR customers.

 

Simply put - it is the rooms you qualify to be comped for. Agreed it is slightly annoying that they do not show non-comped rooms at the discounted rate though.

 

Like some of the previous posters stated, it has to do with what rooms you qualify for and mainly inventory. A certain amount of inventory gets slated or given to the casino department from the hotel department for a discounted, casino, or rack rates. When that inventory is gone, it won't show it. It's like that with specific offers you receive. For example, I always get specific amount of free play which is tied with a room. I usually book online instead of calling a host. When I use the offer it sometimes shows that no rooms are available with that offer. But if I remove the offer, it shows plenty of comp rooms. There is a certain amount of rooms that are assigned with those offers. When it's gone, it won't show available. Usually then, I'll contact a host to book the offer for me as they can manually override it.

 

Thank you all for your replies!
Easy_money I think you are correct about it being a case of inventory for the discounted/comped rooms. The thing I find weird about it though is that when I do the search for rooms I don't put in a promo code, I just do the generic room search. So I feel like I should be allowed to see all the rooms they have, since I'm not using an offer there shouldn't be a block of rooms that have run out.
If I want to pay for say the Jubilee Grand Suite instead of getting the Indigo Suite comped I should have that option. Oh well it's and imperfect world!

 

Do you have a host? As others have mentioned, they would easily be able to help you, or you can just call VIP services.

If you'd rather stick to the ease of online reservations and avoid the phone, just book online as a guest (not logged in), then I'm sure it would be easy to verify that your TR account is on file for the room at check in.

 

I just booked rooms at the Linq as a guest. We love the cabana rooms at the Linq but they just are not available to us logged in low rollers. I am willing to pay for the room so I just booked them at full price (with resort fee) for two nights during the Memorial Day Weekend. In the past I had booked these rooms when they were offered as a comp and they bumped me out of them. If they bump me as a full paying guest I am going to be pissed and dump Total Rewards casinos altogether.

I think it is bad business for them to assume you only want to see rooms you have a discount on. While I would hardly ever pay full rate, there are times when it is worth it to me.

 

That is how I feel also, I would probably still mostly book rooms that I am comped but I want the option. I guess they would rather give things to me instead of me paying for them so in retrospect maybe I should be thankful!