A LoyaltyLobby reader just reached out to me with an issue that he is having with a Best Price Guarantee claim.
The reader had filed a claim for a free night at one of the InterContinental hotels in North America and the hotel never adjusted the stay for free and he had paid it at the time of checking out.
You can access IHG’s web page for their Best Price Guarantee program here.
One of the weird things with the IHG Best Price Guarantee is that the department processing these claims or IHG cannot adjust the price of the stay but they rather just contact the hotel that is supposed to do this.
Sometimes properties don’t like the approved claims (even hotels that are managed by IHG) and refuse any adjustments. If you receive an email that they are having a “technical difficulty” adjusting the price, you can be sure that the property is at fault. IHG in these instances is supposed to send a check or wire 4 to 6 weeks after the stay that covers the cost.
So, the hotel never adjusted the reader’s stay that was in November (2013) and he should have received the check/wire before the end of the year. Now we are in May 2014 and the payment is still completely missing. The reader has been a Royal Ambassador member for close to a decade and usually pays for his stays.
The problem here also is that IHG changed the BPG terms and conditions in between. The payment address used to be the one that is on file with IHG Rewards Club but is now the one that is on the reservation.
If they delay sending reimbursements by 6 to 12 months for some members, the likelihood that the guest has moved or changed their business address is greater and that leads to less cashed checks.
I have probably done around 10 to 15 claims with the IHG since the launch of this program and had only had one stay where the property didn’t adjust the stay. The payment did come by wire in about 4 to 6 weeks after the stay.
It is alarming, however, if the IHG is not promptly sending out guest reimbursements to all when their own hotels are unwilling to play by their franchise agreements.
If your stay is on the expensive side, I would not recommend trusting that you will promptly get a settlement from IHG. Without a doubt you will eventually get it but it can take months and some headaches along the way.