Reader Question: IHG Rewards Club Advance Purchase Rate Ineligible For Points?

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A LoyaltyLobby reader just emailed me a question regarding an issue getting a stay properly posted from Melbourne InterContinental.

Reader Question IHG Advance Purchase Rate

Remember that you can always email me, sent a message via Facebook or use Twitter.

You can access IHG’s Advance Purchase Rate here:

Here’s the email from Kenny:

I have read your blog and website for years

Just wanted to share my latest experience with IHG. To me the worse membership so far.

I have been a platinum member with Accor Hotels and Gold member with SPG for many years. I recently decided to try IHG and joined the IHG Rewards Club, then proceed to booked 15 nights for the next 3 months.

My second stay was at the Intercontinental Hotel in Melbourne.

I found that this stay didn’t qualify for points or nights towards my status.  I spoke twice with the customer service line, probably in the USA, with no success.  First call was 30 minutes and the last more than 40 minutes!

Their arguments are that:

1. IHG® Rewards Club Advance Rate does not qualify towards points or status

2. The rate was discounted at 33%

However this goes against the T&C point 11.

I have emailed the hotel and IHG club

What are your thoughts?

Here’s email that the reader has sent to the hotels and IHG Customer Care:

I have been a platinum member with Accor Hotels and Gold member with SPG for many years. I recently decided to try IHG and joined the IHG Rewards Club, then proceed to booked 15 nights for the next 3 months.

My second stay was at the Intercontinental Hotel in Melbourne.

I found that this stay didn’t qualify for points or nights towards my status.  I spoke twice with the customer service line, probably in the USA, with no success.  First call was 30 minutes and the last more than 40 minutes!

Their arguments are that:

1. IHG® Rewards Club Advance Rate does not qualify towards points or status

2. The rate was discounted at 33%

However the IHG Rewards Club T&C point #11 states that:

1. You may earn Points for Stays beginning with the date of your enrolment in the Programme. Points will not be earned for Stays made prior to the date of your enrolment as shown in IHG® Rewards Club records. A Stay is defined as one night or consecutive nights at the same hotel, regardless of frequency of check-in/check-out. A Stay is qualified when paying Qualifying Room Rates, which include most business and leisure rates. Eligible Charges Worldwide include the following Qualifying Room Rates paid for hotel room nights: including the hotel’s Advanced Purchase Rate, Best Flexible Rate, worldwide sales negotiated rate, national/regional/local government rate and specified leisure rates as confirmed by IHG’s HOLIDEX® Plus reservation systems.

2. “At Asia Pacific hotels, Qualifying Room Rates also include all locally negotiated rates”

What really upsets me is not the value or the points or the non qualifying night, is that I feel mislead.  Assuming that customer services was right, I was never warned of this, otherwise I would have booked a flexible rate.

If this happened on my 3rd night, what can I expect of the upcoming 11 nights?

I have never had this issue before and I have spent 50+ nights this year in hotels.

I wasn’t even asking to be over compensated for this, I just would like to receive what is fair as per your own T&C.

Conclusion

This is probably a first time that I feel ashamed because of the IHG Rewards Club’s customer service incompetence. We (that stay at IHG properties regularly) all have had issue with stays not posting correctly from time to time (that non-qualifying nonsense), but usually an email to the customer service with reservation confirmation attached has done the trick.

Are you sure that you spoke with someone in the United States? Often when you call the number in the States, the call actually get forwarded to the customer (couldn’t) care (less) in the Philippines. Some of the agents are not very well trained and resort to reading scripts from the screen that don’t make much sense.

You can try again emailing ihgrewardsclub@ihg.com and ambassador@ihg.com. Just forward the reservation confirmation and brief explanation that the stay hasn’t correctly posted to your account and request them to fix it. I would left everything else out about your Accor/SPG experiences and prior contacts trying to fix it.

If this doesn’t work, many people go to the company’s web page and Twitter feed to voice the issues. This usually does the trick if other channels have been exhausted.

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