Reader Question: IHG Rewards Club & Chase Free Night Presidential Suite Booking Mishap


A LoyaltyLobby reader sent me an email about booking a presidential suite using the free night certificate that they had received for having the IHG Rewards Club credit card from Chase.

Reader Question IHG Rewards Club & Chase Free Night Presidential Suite Booking Mishap

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You can access InterContinental Cozumel’s website here.

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

Here’s the email from the reader:

Urgent question…really need your advice regarding a dispute with Chase Free nights:

I used my 2 Chase free nights to book a room for 2 nights at the Presidente Resort in Cozumel about 2 weeks ago. All room types showed as available, so of course I booked the nicest one they had; the presidential suite. I made plans for another couple to join us for a very nice 2 days in Cozumel.

Well today I got a call from IHG “Customer Care” saying that there was a “website glitch” and I couldn’t have that room due to the Terms and Conditions listed for the Chase free night. They offered a very insincere apology and said they would do the following:

  • Put me in a plain poolside room (the lowest type of room)
  • give me back the 2 Chase free nights
  • give me 100,000 points

I thought this offer was very low-ball considering I had already made plans around having the Presidential Suite. So I counter-offered:

  • 2 rooms either junior suite or beach facing (one for each couple)
  • give me back the 2 Chase free nights
  • give me 100,000 points
  • Bump me up to Spire Elite for a year

I thought this was more than reasonable (I probably should’ve asked for more, but I was at work and in a rush). The “Customer Care” rep asked a supervisor who said no to all of the above and said their offer was final, take it or leave it. If I didn’t take it, they would bill me $5000 per night for the Presidential Suite.

I told them I need 2 rooms (he admitted there were available rooms) and that his offer was not acceptable, and he needs to ask someone higher up. I am now waiting for him to get back to me.

  1. Can you PLEASE give me any advice on how to handle this?
  2. Do I have any leverage, and if so what is it?
  3. What should I ask for if anything?

There wasn’t “technical” issue here. The property basically made all type of rooms available for bookings using this type of award. Not sure if all type of rooms/suites were available using points as well.

I believe that their first offer was overly generous what IHG tends to offer nowadays. The reader could book second room using the certificates that IHG has promised to return to the account.


I would have taken the first offer and run. Usually, hotel mistakes are rarely honored nowadays especially if you book the presidential suite.

The reader should have at least Platinum status so there could be limited upgrade possibility if they decide to stay at this property in Cozumel.