IHG Rewards Club’s Into The Night-promotion was full of issues from delayed postings to hurdles that were not completing properly.
I completed the main promo without too many issues, but the additional hurdle did not complete due to system showing “Discover A World Of Hospitality” not completed.
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READ MORE: Compensation Clinic: Emirates
So, I sent the following email to the Ambassador service center:
The “Discover World Of Hospitality” hurdle on Into The Night bonus offers shows as non-completed (see attached screenshot), although I have done it. This prevents the last 20,000 bonus points from posting.
And here’s the reply from the Ambassador service center:
Thank you for taking the time to contact the InterContinental Ambassador Service Center.
Please be advised that your Into the Nights online tracker will be updated 7 to 10 days after the posting date of the stay. Once your tailored offers for Into the Nights promotion has been accomplished and completed, the bonus points will take approximately 4 – 6 weeks before it becomes available in your account. Should you not receive the points after the said period, please contact us again so we can further investigate.
We hope this has assisted your concern.
Thank you for giving us the opportunity to be of service to you. Should you need further assistance, please feel free to contact us directly.
It is obvious from the reply that the person didn’t rake her/his time to actually read my email and then look into the issue that I was facing.
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My reply to the email couple of weeks later:
Would it be too much asked if the person replying to the email would actually read it, comprehend it and then reply appropriately?
The reply that came from (name removed) had nothing to do with the question I had.
Please reread the email that I send (copy should be below) and deposit the 20,000 points that are missing for the additional hurdle that I have completed for the Into The Nights promotion.
And the reply came from the same person that didn’t read my first email:
Foremost, we apologize for any inconvenience this may have caused you due to confusion.
We would like to inform you that we have deposited 20,000 points to your account bringing you to a total point balance of 5xy,xyz.
We hope this addressed your concern.
Conclusion
I just feel that often the replies that come even from the Ambassador service center don’t even remotely address the issue that you have. I don’t blame the employees but the management that probably have way too high requirement for answered emails/messages/calls requirement per hour regardless whether the issue was solved or not.
I found that IHG staff actually don’t really read about the problems members have identified in the email to them. Last week, I sent in an email saying that I stayed in Kobe crowne plaza for 2 nights (booked separately) but my IHG account showed 1 qualifying night and 1 non-qualifying night. I already said it in my email that I think my 2 separate bookings messed up the record and asked them to fix it.
However the reply i got from the platinum ambassador desk said that I didnt stay for the 2nd night & therefore considered as no qualifying night. This proves that they don’t really read!!!!!!
I Always call the ambassador center in the UK. Everything till today was Always solved within 5 minutes. Works better then emailing and you get it fixed directly.
They’ve lost my custom completely this year. Your email was straightforward. Yes they don’t read emails and they don’t understand the complexity of their own promotion.
Same here inquired about the final 20k points got the answer that the 34k was long before deposited …. It’s really annoying that every Email needs a second follow up due to them not reading it
I’ve emailed several times about the promo. Told to wait until next week (points will be posted up to 8 weeks after promo). Whaat? So ridiculous. If it wasn’t going to take me just 2 nights to complete the current one, I’d split from IHG for suresies.
-10k points for always addressing me as a man (it’s Dawn, not Don).
John, matches my miserable experiences with IHG email inquiries…. Almost always, I get back pre-canned boiler plate…. leads me into worst impressions of IHG. Have had some better luck with phone inquiries, esp. if I get lucky and get a US based rep. focused on platinum members.
Say, aren’t we due soon to hear about new point breaks list? 🙂 As always, I look here first.