IHG Rewards Club has had issues processing InterContinental Ambassador kits and mailing them out since late summer 2015.
Ambassador members were sent an email in December that they can expect to receive their Ambassador kits in the “coming weeks” (read more here).
You can access InterContinental Ambassador page here.
I sent an email to Ambassador service center the other day complaining about the delay and asking for points. The reply came day later:
Thank you for taking the time to contact the InterContinental Ambassador Service Center.
While we understand your frustration towards this matter, we regret to inform you that we do not have any update on the production and when the Spire Ambassador portfolios will be dispatched.
In as much as we would like to send an expedited portfolio or Weekend Night Certificate, unfortunately, our system would not allow us to do so.
We understand that you wish to use your Weekend Night Certificate within the validity of your membership. In this regard, should you decide to use your certificate, please let us know of the stay details so we can check the availability and check further with the hotel if they can honor the reservation even without the physical certificate. Regrettably, we still cannot guarantee that this will be approved by the hotel.
Further, in an effort to retain your patronage and demonstrate our concern in this matter, we have issued 10,000 points to your account. These points should be available for immediate viewing after logging into your online account. Your current account balance is 934,146.
We realize you would have preferred to have received quality service in lieu of compensation but hope this gesture helps restore your faith in the program and the company as a whole.
We await your response at your earliest convenience. Thank you for your patience and understanding regarding this matter, Mr. Shingles. Should you need further assistance, please feel free to call or send us an e-mail.
And my name hasn’t changed to Mr. Shingles. It appears that they have form letter ready to go for those that are asking what is going on with their Ambassador kits.
How sending out these Ambassador kits can be this difficult? At least the Ambassador service center doesn’t have any idea when they will go out. This will affect those that have planned to use the Ambassador free weekend night certificate that needs to be handed in during the stay, although IHG doesn’t reimburse hotels anything for their use.
I just hope that this isn’t an indication that something is happening to the Ambassador program itself.
So, if you are one of those waiting for their Ambassador kits, drop an email to firstname.lastname@example.org and request compensation. You will likely get 10,000 to 15,000 points.