A LoyaltyLobby reader left a comment about IHG Rewards Club closing accounts in China (again) that I published two weeks ago (access here).
Separate reader dropped me an email yesterday and disagreed with the conclusion I had that there had likely been duplicate accounts and/or multiple promo sign ups.
You can access IHG Rewards Club here.
Here’s the email:
I would like to post some more updates.
The story breaks in Feb, while large amounts of IHG accounts were closed due to the Fall 2015 Accelerate promotion, lots of people post their events on the Chinese version flyertalk. At the beginning, when people contacted IHG US directly, their account will be unlocked in hours.
Later, this methods does not work any more. And IHG make very slow response, usually no response within a week or more.
Sooner, you post this blog, That seems that in your opinion, most of people are ill-advised and ill-guided.
However, the story is not that way.
Many have called 12315, an official phone number provided by the China Government, aiming at protect and help citizen in resolving many kinds of problems. IHG response in days, and contact their user, apologise and unlock their account immediately. IHG also say their account is clear but did not provide a reason for locking the account. Yesterday, IHG even try to offer 5K points to those who contacted 12315 and account was closed without any reason.
But most of them say NO to the 5K points. Some have to pay a BAR rate as their account was closed just hours before they check-in.
It’s obviously, in this event, as usually, IHG would like to close most of the accounts in Mainland China and that’s why there is very limited discussion about that on other forum or blog operated by non-chinese. But this time, IHG is wrong as most of the new user did not register any code, which means there are very limited fault IHG can use to close one’s account.
I’ve introduced IHG and their promotion to two of my colleagues. Both of them are new to frequent program and has no IHG account before, and both of their accounts were closed.
The way IHG acting in this event and their response to those who was closed by mistake was obviously un-acceptable and un-professional. Honestly, it’s disguisting.
I hope you may modify the content in your blog as obviously this time most of the closed account are not closed correctly.
I have no idea what is happening with the IHG Rewards Club when it comes to these frozen/closed accounts. This kind of behavior used to be prevalent in other markets as well, but I have not heard from readers in other regions that IHG Rewards Club would have taken adverse action.
May be IHG Rewards Club did handle this fall 2015 promotion too heavy handedly in Greater China.
I pointed out in my earlier piece that someone was giving advise for members to open multiple accounts to earn more free night awards. I knew that this was exyremely misguided and the person had no idea what he was writin about.
I am glad that there is an agency in China that consumers can contact to fix issues with companies. Seems that IHG is reopening accounts after the Chinese government body contacts them. I would ask for further compensation due to potentially losing awards and/or having to pay up in cash in case of award being cancelled,