LoyaltyLobby
  • News
  • Hotel Promos
    • Accor
    • Best Western
    • Radisson Rewards
    • Choice
    • Fairmont
    • Hilton
    • World of Hyatt
    • IHG Rewards
    • Marriott
    • Ritz-Carlton
    • Starwood
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
  •  
LoyaltyLobby
  • News
  • Hotel Promos
    • Accor
    • Best Western
    • Radisson Rewards
    • Choice
    • Fairmont
    • Hilton
    • World of Hyatt
    • IHG Rewards
    • Marriott
    • Ritz-Carlton
    • Starwood
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
  •  
LoyaltyLobby
No Result
View All Result
ADVERTISEMENT

Reader Question: “Random” IHG Rewards Club Account Audit (No Access For More Than A Month)

by John Ollila
December 16, 2016
Reading Time: 4 mins read
8

A LoyaltyLobby reader sent me an email regarding an audit issue he is having with IHG Rewards Club that has remained unsolved now for more than a month.

reader-question-ihg-rewards-club-account-locked

Remember that you can always email me, send a message via Facebook or use Twitter and include photos too. I’ll try to cover Reader Questions & Comments here several times a week.

You can access IHG Rewards Club here.

ADVERTISEMENT

READ MORE: IHG Rewards Club Rate & Bonus Points And Miles Promotions

Here’s the email from the reader:

I was reaching out after coming across a couple of your posts about readers getting “randomly audited” by IHG rewards.

I unfortunately have recently become one of those readers.  Around November 19th, my account was placed under random audit.  When trying to login to my account, I received the message, “we have temporarily disabled your account due to a possible conflict with the IHG rewards club terms and conditions”.

I’ve called them numerous times over the last few weeks to try and get more information on this.  The only things I suspected I did that may have been an issue were:

1. My fiance stayed at an IHG property and used my rewards account to earn points for the stay

2. I also used my account number to earn points on another IHG stay in which I was staying at the property but was not on the reservation. 

3. I was signed up for the recent accelerate promotion and also booked a points break stay.  What I’ve read on your blog is that they have been known to terminate accounts that have done things like this.

However, after digging as deep as I could, I discovered from a phone rep that the stay in question was at a property that I have never stayed at, tagged my account to a stay at, or have otherwise been affiliated with in any way.  They won’t tell me more than this, and have continually told me that this will be resolved in 3-5 days… Clearly not the case.

I was wondering if you could post this on your blog to see if any readers have suggestions of what I can do to get this resolved as I have numerous reservations over the next month that I currently cannot access.

It is really unfortunately (unfortunately not uncommon) that it has now taken more than a month for IHG Rewards Club trying to resolve the issue with your account and I blame the mostly non-functional contact/call center in Manila for this.

Let’s tackle the issues point by point:

1. This is the only stay where you didn’t comply with the program T&Cs. If you were the main guest (whether showed up or nor) and your fiance was the second guest, there is likely no record that anything would have been wrong with the stay.

2. IHG Rewards Club members can collect points for more than one room at the time as long as they are staying at the hotel as well. This is not in violation of the T&Cs.

3. Registering for the Accelerate and making a PointBreaks booking is just fine. There is nothing wrong with this as long as you don’t make more than two PointBreaks booking per hotel, although this limit is buried in the T&Cs and never clearly communicated to the members.

I believe that what might have happened here is that someone at the property level either looked up member number for guest’s stay or miskeyed one. Someone may have tried to use points in your account to redeem an awards stay as well.

It is really unfortunate that the contact center is just passing the buck and not resolving the issue. As I said earlier, this is unfortunately not uncommon with IHG Rewards Club that is definitively not known for being timely and customer oriented.

Let me be direct and say that this has nothing to do with the contact center that is based in Manila per se but rather the management of the IHG Rewards Club customer service overall. I (and probably others too) don’t care where contact center is as long as they can resolve issues.

I have tried to resolve my issue with the IHG Rewards Club Share Forever summer promo issue now for 6 months and have been promised resolution number of times but nothing has happened. I’ll probably take InterContinental Hotels Group/Six Continent Hotels (latter manages the loyalty program) to small claims court and document the process here.

Conclusion

The customer service that IHG Rewards Club promises is appalling and eventually it will be downfall of the program.

If issues go unresolved for months and the first thing that they do is to freeze account (see my piece here when they did this when I tried to purchase points for third party), you know that some (or several people) are not doing their work at the IHG Rewards Club management level.

Previous Post

Jet Airways & Delta Frequent Flier Partnership Begun December 15, 2016

Next Post

Check Your Email: Hilton HHonors Double Up Additional Bonus Offer (Targeted)

Related Articles

IHG Running Continental Breakfast Only Trial At Some Holiday Inn Express Hotels

IHG Running Continental Breakfast Only Trial At Some Holiday Inn Express Hotels

John Ollila
August 9, 2022
15

Would you be surprised to find only continental breakfast available at Holiday Inn Express hotels when the brand advertises hot...

Top Hotel Promotions August 2022

Top Hotel Promotions August 2022

John Ollila
August 9, 2022

Here is an updated look at the top 5 most lucrative hotel promotions you can take advantage of this August....

EXTENDED: Buy IHG One Rewards Points Points Flash Sale + Increased Limit Until August 15, 2022

EXTENDED: Buy IHG One Rewards Points Points Flash Sale + Increased Limit Until August 15, 2022

John Ollila
August 8, 2022

IHG One Rewards has extended buy points flash sale at a lower 80% bonus (last week 100%) valid for purchases...

Upgrade Your Travel IQ

Make the most of your travel with our free and daily newsletter with the latest hotel and airline news and promotions.

We do not sell or share email addresses.

ADVERTISEMENT

Trending

Japan (1): How I Ended Up Spending Six Months In Japan
Travel News

Japan Opens eVISA Applications For Citizens Of The US & Canada On August 18, 2022

August 10, 2022
Hilton Go Employee And Friends & Family Rate Plans
Hilton Honors

Hilton Go Employee And Friends & Family Rate Plans

July 25, 2021
IHG Running Continental Breakfast Only Trial At Some Holiday Inn Express Hotels
IHG Rewards Club

IHG Running Continental Breakfast Only Trial At Some Holiday Inn Express Hotels

August 9, 2022
Grand Hyatt Sanya Evicting Guests To Become Quarantine Hotel
Hyatt - World of Hyatt

Grand Hyatt Sanya Evicting Guests To Become Quarantine Hotel

August 10, 2022
Virgin Australia Discover Velocity Gold Status Match Now Available For Elite Members Of 29 Competing Programs
Virgin Australia -Velocity

Virgin Australia Discover Velocity Gold Status Match Now Available For Elite Members Of 29 Competing Programs

August 10, 2022

Top Categories

  • IHG Rewards Club
  • Marriott Bonvoy
  • Hilton Honors
  • Accor ALL
  • Airfare Of The Day
  • Starwood Preferred Guest (SPG)
  • Hyatt – World of Hyatt
  • American Airlines – AAdvantage
  • Travel News
  • United Airlines – Mileage Plus
ADVERTISEMENT

All Categories

In Case You Missed It

IHG Running Continental Breakfast Only Trial At Some Holiday Inn Express Hotels

IHG Running Continental Breakfast Only Trial At Some Holiday Inn Express Hotels

August 9, 2022
Nordic Choice 7,500 Bonus Points For Every Five Nights September 24 – December 31, 2020

Nordic Choice Triple Points August 12 – September 25, 2022

August 8, 2022
It’s Back: Air France-KLM Flying Blue Buy Miles 100% Bonus Sale Through August 18, 2022

It’s Back: Air France-KLM Flying Blue Buy Miles 100% Bonus Sale Through August 18, 2022

August 7, 2022
Grand Hyatt Sanya Evicting Guests To Become Quarantine Hotel

Grand Hyatt Sanya Evicting Guests To Become Quarantine Hotel

August 10, 2022
China Airlines & Eva Air Flight Attendants Soon On Protective Gear

Taiwan Lifts Pre-Departure PCR-RT Test Requirement Effective August 15, 2022

August 10, 2022
ADVERTISEMENT

Since 2011, we have been helping millions of visitors like you untangle travel loyalty programs for free upgrades, flights and hotel nights.

Facebook Twitter Youtube Instagram

Site Navigation

  • About LoyaltyLobby
  • News
  • Reviews
  • Airfares
  • Contact Us

Hotel Promotions

  • Accor
  • Hilton
  • IHG Rewards
  • Marriott
  • World of Hyatt

Sign Up For Our Newsletter

Our free daily newsletter sends you the latest information on hotel and airline programs.

We do not share or sell email addresses.

Site & Contents ©2011-2022 LoyaltyLobby.com
Terms of Use & Privacy Policy

  • News
  • Hotel Promotions
    • Accor
    • Best Western
    • Choice
    • Fairmont
    • Hilton
    • IHG Rewards
    • Marriott
    • Radisson Rewards
    • Ritz-Carlton
    • Starwood
    • World of Hyatt
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
No Result
View All Result

© 2011–2021 LoyaltyLobby.com - Site & Contents