IHG Best Rate Guarantee Blunder: Reply From IHG To Someone Else’s Case

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Yesterday, I filed a IHG Best Rate Guarantee claim for a stay at a Crowne Plaza hotel.

IHG Rewards Club Best Price Guarantee Program

It took 16 hours for the Best Rate Guarantee to reply and the email received was addressed to someone else that had opened a case for stay at InterContinental Wuxi!

You can access IHG’s web page for Best Price Guarantee here.

Seems that the person that had fled the claim wasn’t very familiar with the guarantee, as he had not made the reservation on IHG’s own website, but on a third party one.

Conclusion

It would be interesting to know how they handle these claims in the Philippines. Must be very manual if they can mistakenly reply to someone else. Have you received a reply that was addresses to somebody else and for entire different hotels from IHG?

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