A LoyaltyLobby reader left a question regarding an award stay at a Kimpton Kimpton Alton Fisherman’s Wharf hotel and Diamond-member complimentary breakfast for two.
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You can access IHG’s page for benefits here and Kimpton Alton Fisherman’s Wharf here.
READ MORE: IHG One Rewards Rate & Bonus Points Offers
Here’s the question:
Diamond Ambassador member here – booked at Kimpton Alton Fisherman’s Wharf using rewards – called the hotel to check benefits – breakfast not complimentary.
Is this correct? Any suggestion how it should be resolved?
The reader called to inquire about the Diamond-member benefits for a future booked stay at the property.
The IHG One Rewards rules are crystal clear about this issue. Diamond members can choose breakfast for two as their Welcome Amenity choice, regardless whether paid or award stay:
Welcome Amenity: The Welcome Amenity for Platinum Elite and Diamond Elite Members varies by brand and region. In Greater China, Silver Elite and Gold Elite Members are also offered a choice of Welcome Amenity.
The choice of amenity is only offered on Qualified Stays and is non-transferrable
Diamond Elite Members’ Welcome Amenity choice also includes Free Breakfast at full-service and select-service brands (REGENT, InterContinental, Hualuxe, Hotel Indigo, voco, Crowne Plaza, Even, Holiday Inn, and Kimpton)
Available for Member and one guest registered to the same room for each night of stay
Includes one main menu item with unlimited non-alcoholic beverages or full buffet with unlimited non-alcoholic beverages per person
Alcoholic beverages and certain specialty drinks excluded
Not available for In-Room dining or at specialty restaurants
Members using Digital Check-in may only receive Points as a Welcome Amenity
Conclusion
There can be some ambiguity regarding new benefits delivery at the property level, but these changes are now two months old, and the staff should have undergone appropriate training.
If you are struggling with loyalty-related benefits being non-delivered, ask to speak with the Loyalty Champion, who should be aware of the program’s ins and outs, or the Front Desk Manager.
You may have to push to get elite benefits delivered consistently, but unfortunately, this is the only way.
