Reader Email: InterContinental Boston Refuses To Honor IHG One Rewards Elite Benefits?

A LoyaltyLobby reader sent us a message about InterContinental Boston refusing to honor IHG One Rewards elite benefits.

Readers are encouraged to send us questions, comments, or opinions by email, Facebook, Twitter, or Instagram. We’ll try to cover them here several times a week.

You can access InterContinental Boston here.

READ MORE: IHG One Rewards Rate & Bonus Points Offers

Here’s the email from the reader:

My wife and I (both Diamond elite) checked in at the IC Boston yesterday (9th) for a 2 night reward stay.

On check in we had to ask for a upgrade (it was begrudgingly offered by the senior receptionist), being told that suites would only be available for an upgrade fee – how to make you feel welcome.

We have his morning asked about the complimentary breakfast situation, to be told they have not yet onboarded that.

We’ve been in contact with IHG to be told to speak with hotel management, really helpful.

They will also also only offer a 1pm check out tomorrow.

Really not sure what the new benefits are bringing us!

The reader here refers to IHG One Rewards enhanced program that went live this past week:

• IHG One Rewards Benefit Clarification Effective June 10, 2022
• IHG One Rewards New Elite Tiers & Benefits Now Live
• IHG One Rewards Milestone Rewards Now Live
• IHG Launches IHG One Rewards With Breakfast, Suite Upgrades & Lounge Access

IHG is very vague with upgrades to Diamond members, but we got an access to their internal document that suggested that the hotel upgrade all the way up to suites and do this prestay:

The complimentary FULL breakfast for two is a welcome amenity benefit for Diamond member+ 1 registered guest, and there is no question that the reader should have received it here. The benefits went live on June 8.

It is terrible for the IHG One Rewards Diamond customer service to suggest that the reader takes this with the hotel management by themselves rather than having the customer support educate the staff.

There is no guaranteed late check-out for Diamond members, but it is up to 2 PM based on availability.

If you need a guaranteed 4 PM check out at InterContinental hotels, it is worthwhile to sign up for the Ambassador program (there are often promotions for bonus points and free night certs to offset the $200 fee).

Conclusion

We would like to hear from our readers about their experiences with the new and enhanced tier benefits. You can always leave a comment or drop me an email.

I will have some IHG stays coming up in June and July and can then test these Diamond and Milestone Reward benefits by myself.

It is very unfortunate if IHG has not been able to properly communicate the benefit changes to their “flagship” hotels and require Diamond members to “fight” to get them. This is not the correct way to run a loyalty program.