A LoyaltyLobby reader from China dropped me an email that he had forwarded to IHG Rewards Club as well regarding an issue with the first quarter Accelerate promotion.
You can access IHG Rewards Club’s website here.
Here’s the email from the reader:
I am writing this email to appeal the case of my Q1 Acceleration quests. You can check my account with membership number of REMOVED.
The quest named “Book with IHG.com” was not confirmed by now. Thus, the bonus points are not given either.
After I phoned the customer service in China, they told me that the second stay of my booking was booked via iOS App not IHG.com, which sounded reasonable but not that true. I did know the name of the quest was “book with ihg.com”, but after booking, I opened my quest list and found the terms:
“Number of bonus points listed above will be awarded after required number of Qualifying Stays are booked on any official IHG website, or channel and completed between 1st January 2016 and 30th April 2016 (both dates inclusive) at participating InterContinental®, Crowne Plaza®, Hotel Indigo®, Holiday Inn®, Holiday Inn Express®, Staybridge Suites®, Candlewood Suites®, EVENTM or HUALUXETM hotels worldwide. “
Above is the detail terms of Q1 Acceleration. It is clear that any booking on any offical IHGwebsite or channel is valid for this quest. I asked the customer and was told the mobile Apps was also the offical channel. After reading the terms, I thought my booking was all right and was not neccessary to rebook.
Now this promotion is ended, and finally I got other points expect this at the last day of the promotion. I have no way to book or stay again. In fact IHG was so inefficiency, looking at my first stay in Beijing, “Saturday Stays Bonus” was completed on March 6th, while the points was given on April 14th. Every time I asked the customer service they asked me to wait in patience just like “Book with IHG.com”. Finally this time until today they didn’t ask me to wait but told me that my stay was invalid because I was not booked with IHG.com.
I talked with several customer services. They all ignored the detail terms but the request name. Now that you explain all by name, why you provide such a long page to state detail terms? Should we participate in your activities just by a hazy name? It is wrong to complete your quest by terms?
These IHG Rewards Club promotions have had numerous issues throughout the years from confusing tasks for non-updating dashboards + everything else in between.
Seems that there is a conflict between the individual task that would have required the reader to book using the IHG’s website and the general promo terms that require booking made using any official IHG website or channel.
I would say that this entirely depends on the wording used on the “Book on IHG.com” hurdle. If they were 100% clear that no other booking channel would qualify including the IHG’s Android or Apple apps, then they could be right.. But would IHG.com mobile website then qualify? Very confusing.
The reader could always try to call the Customer Relations during the US business hours and pray to be connected to the Salt Lake City instead of Manila. If the reader is able to get someone in the US, they may be able to resolve the issue and just issue the missing points.