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I checked into the I/C Cancun last night (I am diamond) and was told that the extent of my benefits would be 600 points because I booked on points. No breakfast, no lounge access. At 30,000 points a night over NY it is a steal but is this policy a standard one? thanks.
I’d say that’s a complete outlier and nothing like the experience I’ve had at any IC (or other IHG hotel) I’ve stayed at.
If it were me and it’s a one night stay I might forget it; but if staying longer I’d pop back to reception at a later point and ask (someone else) again — or ask to speak to the manager. Polite but firm moaning can yield a result sometimes.
I checked into the I/C Cancun last night (I am diamond) and was told that the extent of my benefits would be 600 points because I booked on points. No breakfast, no lounge access. At 30,000 points a night over NY it is a steal but is this policy a standard one? thanks.
Recent points stay at IC Lisbon on points – as Diamond Ambassador got free breakfast for two.
IC hotels on the Caribbean coast of Mexico have been among the worst I’ve experienced for recognising status/giving upgrades etc. The approach seems to be to give customers the absolute minimum of what they’re entitled to (perhaps even less in your case from the sounds of it) rather than to recognise loyal customers and make them feel valued.
Great hotel, lovely pools and beach/bar. As Diamond last February I was upgraded to a sea view room and given points but this was before the new system went live. I believe the hotel are wrong about breakfast, it doesn’t mater if booked on points you are still entitled to it. This has been the case for on every points stay I’ve done since June. Go back and if possible speak to a manager, even have the terms to hand if they need persuading! Good luck and enjoy.
When we checked in there in Feb, we had similar issues. As an Ambassador we were due an upgrade but told no rooms available so I contacted IHG and they refunded the standard 10k points as compensation
IC hotels on the Caribbean coast of Mexico have been among the worst I’ve experienced for recognising status/giving upgrades etc. The approach seems to be to give customers the absolute minimum of what they’re entitled to (perhaps even less in your case from the sounds of it) rather than to recognise loyal customers and make them feel valued.
No hotels in Cancun care – for some reason they have hordes of visitors (albeit not many return ones) to enjoy being massively overcrowded, experience crime and the seaweed problem in addition to it not being vaguely Mexican.
IC hotels on the Caribbean coast of Mexico have been among the worst I’ve experienced for recognising status/giving upgrades etc. The approach seems to be to give customers the absolute minimum of what they’re entitled to (perhaps even less in your case from the sounds of it) rather than to recognise loyal customers and make them feel valued.
No hotels in Cancun care – for some reason they have hordes of visitors (albeit not many return ones) to enjoy being massively overcrowded, poor beaches, experience crime and the seaweed problem in addition to it not being vaguely Mexican.
I checked into the I/C Cancun last night (I am diamond) and was told that the extent of my benefits would be 600 points because I booked on points. No breakfast, no lounge access. At 30,000 points a night over NY it is a steal but is this policy a standard one? thanks.
Diamonds don’t get lounge access, only if you chose it for reaching 40 actual nights last year.
You should have a choice of breakfast so if you wanted breakfast and you can be bothered to fight, then take it further.
I wouldn’t expect lounge access as Diamond but breakfast is a clearly stated benefit. I suppose it depends how much of a fuss you’re prepared to kick up with the hotel and IHG – you can’t be the only member affected. Hotels in Cancun are a dime a dozen, though, are there any other IHG properties in a similar category who definitely honour the benefit? It’s very poor though and should be flagged up with IHG.
As a Diamond you are entitled to Breakfast as an amenity choice. I’d raise merry hell if they tried refusing me that.
If you’re AMB then the email support is usually quite effective. You could also try the Diamond hotline (though never had to use it myself so far).
Don’t take this lying down though.
You get breakfast, it’s not up for discussion.
ambassador@ihg.com can handle this if you’re an Ambassador member.
Thank you all for your comments. I did contest this on departure this morning. It was a torturous process but in the end it was acknowledged that they had recognised my ambassador status but not my diamond status. I have followed this up and await a reply.
Every IC hotel I have stayed in gives the same spiel: welcome Mr X, thank you for being (quick look at the screen) a Diamond Ambassador, your custom is very important to us, which of the welcome amenities would you like and you are entitled to a late checkout, what time would suit?
The only one that didn’t was the IC Dubai Marina. They missed out the late checkout bit and when I asked, said No.
I had to prompt them for the 10,000 points!
An extract from the response to my email:
Though our hotel staff misinformed you about your breakfast benefit, I am glad to know that in the end, they were able to acknowledged that they had given you the incorrect information. This is definitely something that does not represent the real values of IHG hotels and rest assured that the responsible department will be retrained to avoid similar situations in the future.
IHG appreciates you as Diamond Elite member and wants to make this right. I have requested 2,500 amount of IHG® One Rewards points to be deposited into your account. You will see this deposit reflected in your point balance in 7-10 business days.
Reply that you should receive to the points equivalent to your spend on breakfast for every day of your stay, assuming you had any.
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