Shangri-La blocking Golden Circle accounts from last years promotion

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• PaulW says:

  5 Oct5 October 19:46

  My account is also locked. I tried to login last week as I wanted to use my $100 coupons for an upcoming stay in Dubai. I called the helpline but found them very unhelpful, it was just reiterated to me that this was being done to protect members. I argued that it is more an inconvenience than protection and if they could give me a secure way to upload my documents I would send them a copy of my passport or driving license. There was no way of doing this apparently, eventually I was given information about how they process peoples personal data and it contained a clause which gave no guarantees. I wasn’t very impressed, no manager on duty nobody to resolve the issue.

  I emailed the CEO MR Greg Dogan greg.dogan@shangri-la.com about this disaster and the lack of loyalty they are actively creating. Explaining that I’m happy to rebook to an IHG or Club Carlson property where I hold status and don’t get treated as if I’m trying to commit fraud. The first reply came from Wee Kee Ng the Vice President for Loyalty WeeKee.Ng@shangri-la.com neither responses were particularly helpful but it did result in having my account unlocked.

  I think if headforpoints readers who have had this trouble also drop them an email maybe they will rethink their policy a bit more carefully. I wouldn’t care, they expire in December 2014 so they coiled have just let the points lapse rather than block everyone’s account.

  • Rob says:

    5 Oct5 October 20:36

    They unlocked mine and my wifes after I sent a short email with our account numbers. Was surprisingly little trouble.

    EVERYONE should, for security reasons, keep a PDF of their passport in Dropbox or (emailed to themselves) in an email folder. If you happen to lose your passport when travelling, having easy access to a copy will make your life a lot easier.

    It also makes it very easy to deal with situations like this 🙂

    • John says:

      6 Oct6 October 00:10

      I haven’t kept track (and probably won’t be able to log in now) but I thought they expired in December 2015?

      I did open “multiple” accounts but all for real people, which means I’ll need to get them to send me their ID… which my dad should be happy to do for US$100 – I remember the family berating him for allowing his passport to be copied to get a free coffee once!

      • Alan says:

        6 Oct6 October 00:51

        Interestingly I had in my mind December 2014 but then when I checked my account after re-activation it said December 2015. I may have mis-remembered or in the process of reactivating accounts they may have added a year to the validity??

        • squills says:

          6 Oct6 October 06:55

          You didn’t mis-remember – it WAS Dec 2014.

          If they’re reactivated with deadline Dec 2015, you’ve just given me hope I can actually use ours. Anybody else see 2015 now?

        • TimS says:

          6 Oct6 October 11:06

          I certainly had Dec 2015 expiry after the previous reactivation a month or so ago.

          I’ve just sent our docs off to have the accounts re-reactivated so hoefully the expiry will remain Dec2015!

        • TimS says:

          7 Oct7 October 09:44

          Confirmed as Dec 2015 expiry on our re-reactivated Shangri La accounts just now.

  • Luke says:

    6 Oct6 October 01:25

    I don’t recommend using your points at the Moroccan restaurant at the Shangri-La Sheikh Zayed Road.

• What's the Point says:

  6 Oct6 October 10:51

  squills – 10% off at Morrisons – is that on a one off transaction, or ongoing!

  • squills says:

    6 Oct6 October 14:34

    It’s a one off that popped up in my Halifax online a/c, you click it to activate it.

    But Waitrose has already appeared 3 times, so Morrisons could easily go the same way.

• pazza2000 says:

  6 Oct6 October 13:15

  Do we know if instant awards are available at the London property yet? Seems so much easier than collecting the physical voucher and a good way for those to use up balances of less or greater than 500 / 1000 points

• Fionn G says:

  6 Oct6 October 13:43

  I redeemed my voucher about a month ago in London at the bar. The build up wasn’t easy as like many my account was locked. Somehow without sending my passport I managed to login. I’m not sure how.

  I went straight to the bar, ordered drinks and then the bill. I found that the remeption hadn’t been added even though I emailed them before when I reserved. In fairness the waiter went to the business centre and sorted it himself for me which was amazing but knowing that I had to do it before hand and actually doing it were missed on me.

• Anders says:

  6 Oct6 October 14:36

  Thank God we used our points in Paris before the hotel at The Shard opened.

  • Rob says:

    6 Oct6 October 14:55

    If you’ve got a scanned passport copy to hand – and if you don’t, you need to ask why as it is a no-brainer before doing any travelling – it really is minimal effort to unlock it.

• Phil says:

  17 Oct17 October 13:25

  Have emailed them today to unblock mine and my wife’s account. Fingers crossed we get this resolved quickly

  • Phil says:

    20 Oct20 October 10:19

    Great customer services, accounts unblocked over the weekend.

    IHG could learn something here!

• Pommyboi says:

  17 Oct17 October 15:30

  I complained about sending such personal information, asked how they were going to store the scan of my passport and for how long and they apologized and unlocked the account.

• squills says:

  17 Oct17 October 16:34

  RSH 500 points are in!

  This must be a Fantasy F1 instalment 😉

  • Rob says:

    17 Oct17 October 16:43

    Must be. Definitely not the golf.

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