Diamond support for non-Ambassadors?

[EDB99]

I stopped renewing Amb due to their weak COVID goodwill policies. There are promos running so I could sign up again, I know. But that’s not the topic I’d like to discuss with you guys..

Question: What is the best support option for Diamonds without Amb (and hence without access to the Amb desk)?

I have contacted them several time over the last few weeks over the web form regarding several issues (missing points; underwhelming experience at one property etc.).

No reply at all to any of my requests! And I’m not the worst IHG customer this year, standing at 71 nights and counting.

So how do you do it? Isn’t there even supposed to be a dedicated Diamond line per this elite benefits chart:
https://www.ihg.com/content/us/en/customer-care/member-tc/2nd-page

[NorthernLass]

I’ve seen it mentioned elsewhere online that the ordinary phone number might recognise you as Diamond and transfer you to a dedicated line but I’m not sure that IHG IT is good enough to recognise a number from your account details!

Even the Ambassador email system takes up to a week to get a response at the moment, even though you get an automatic reply saying they will get back to you within 48 hours.

[u07ch]

The app has a digital concierge facility that will quickly get you talking to a human; I assumed that was the diamond dedicated support benefit might be there for all; or route differently; you do get through to a human reasonably quickly from it.

[EDB99]

u07ch wrote:

The app has a digital concierge facility that will quickly get you talking to a human

Thanks. Are you on iOS or Android?

In the Android app, I do not find anything like that. The links to customer service I am seeing are the same as those when visiting ihg.com via browser.

[Chas]

NorthernLass wrote:

I’ve seen it mentioned elsewhere online that the ordinary phone number might recognise you as Diamond and transfer you to a dedicated line but I’m not sure that IHG IT is good enough to recognise a number from your account details!

I think Northern Lass is right – I had to call them a few weeks ago, and my call was answered immediately after I input my membership number, and I was then greeted as a Diamond member. I’m fairly certain that I would have been on hold much longer if I was of a more lowly status.

[u07ch]

EDB99 wrote:

u07ch wrote:

The app has a digital concierge facility that will quickly get you talking to a human

Thanks. Are you on iOS or Android?

In the Android app, I do not find anything like that. The links to customer service I am seeing are the same as those when visiting ihg.com via browser.

iOS – iPhone App its at the very bottom of the Account tab

[EDB99]

Thank you, all.

Not sure if this can indeed be classified as the Dedicated Diamond desk but the call center resolved the issues swift and efficiently. Also had no wait time and was greeted as a Diamond.