InterContinental Hotels Group launched its Best Price Guarantee back in the fall of 2011 and has tweaked the terms and conditions numerous times (I have covered all the changes here on LoyaltyLobby).
One of the biggest changes to date was introduced on July 31, 2013 (read more here) that required you to fill the online form instead of just calling the Best Price Guarantee department and have them to approve the claim during the call.
You can access IHG’s Best Price Guarantee web pages here.
Can you guess what happened? The responses from the Best Price Guarantee department started to take longer and longer. Sometimes it took days to hear and obviously the prices on the competing sites changed in-between as well.
Now, however, it appears that IHG has got its Best Rate Guarantee department back in order (hopefully not temporarily).
I have done two claims in the past week and the response times from filling the online form for getting the approval emails have been 3 hours and 1 minute and the other at 5 hours and 18 minutes. It is not as good as the Expedia’s recent approval time (read more here) of 5 minutes after filling the form, but nonetheless acceptable.
I am glad to learn that IHG has sped up the confirmation of these Best Rate Guarantee claims. Sitting on a claim for up to three days, whether that was intentional or just mismanagement, was not the right thing to do. Let’s hope that the response times stay at the current levels.