You Never Know What You May Find At The Unmanned Guest Relation Desk? (Your Account Info Of Course!)


When I was in Santiago last week, I stayed at the InterContinental hotel on two separate occasions. This hotel is going through some renovations at the moment.

IHG What Find Desk

They don’t have proper area for Ambassador or Royal Ambassador member check ins. They have one line for all IHG Rewards Club members (find this rather ridiculous).

You can access InterContinental Santiago’s website here.

READ MORE: IHG Rewards Club Rate & Bonus Points And Miles Promotions

When I went to check out at the unmanned guest relations desk (photo above), there was a slip with my account info (shown below) left on the table behind/beside the flowers.

IHG What Find

I had never seen this before and found the information rather interesting.

Actions / Key Information:

This sections reminds hotel employees what they should do: send an email about upgrade, register for Accelerate (I already have), reminder when the guest last time stayed at their hotel.

Stay History:

It is interesting hat it shows the number of stays at this specific hotels and at all IHG hotels over the past 12 months. There is a list of three previous hotels where I had visited.

Seems that IHG is very interested in about the guest’s F&B (food & beverage) spend. I rarely wine and dine at hotel restaurants.

It also correctly shows that two third of my IHG stays are at InterContinentals.

Heartbeat Feedback

This section is empty. I may have opted out from after stay surveys that IHG sends out (at least haven’t remember seeing one for quite some time). IHG uses Heartbeat to probe guest satisfaction.


This slip certainly shouldn’t have been left on an unmanned guest relations desk. They had these stapled to the guest registration forms that the hotel prepares probably during the overnight shift. Never seen this guest snapshot before.

I like the location of this hotel but not the service received. They seem to be very disorganized starting at the elite member check in.

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  • gnuowned

    Wow, that’s a lot of points 😉

  • Interesting – that’s a lot more information than I thought they’d have at the hotel!

    • I would assume that this is just the snapshot and they have access to far more if they actually log into the IHG system.

  • Nik

    Saw the exact same paper at the InterContinental Madrid (also at an unmanned desk in the Club Lounge) a while ago – very interesting data points!

  • BatSheva

    In the “olden days” hotels kept a neatly written record card with frequent guests details and the Concierge had a phenomenal memory and greeted you by name after he instantly recognised you as you walked in. Today with total computerization any guest or flyer would be wise to assume hotels and airlines fully identify you with all your personal program and stay / fly information to their staff. I was on a flight recently and got chatting with the Cabin Manager. He knew that I had upgraded myself into Business Class, which I had no problem with, but also knew that it was with points. He of course confirmed that if there had been overbooking, I would have been the first to get pushed behind unless they had a full revenue passenger who was worthy enough of being pushed into First.

    • I believe that the downsize of all the “automatization” at hotels is that many of the jobs that were handled by seasoned employees in the past are now thrown in to the trainees.

  • anon

    I dunno..we were at the Santiago ICON recently and had a wonderful time. The only negative was that the hotel was heavily populated by expats. We eventually moved to the Atton El Bosque 2-3 blocks away. The clientele there was mostly ABC’s and the hotel provided more authentic experience. The staff at both hotels were wonderful.

    • It is also used by quite a few airlines for their crews (which airlines changes every few months). I stay at this property several times a year. The service is not great.