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Afternoon
my reward night stay (5 nights) in March at the IC Da’Nang has been cancelled with the following message:-Thank you for choosing InterContinental Da Nang Sun Peninsula Resort as your preferred destination, the place where Myth meets Luxury. First of all, we are sorry for the unpleasant experience happened recently. The specific room type for reward night redemption was really fully booked during the specified time frame, but for some reason the reservation was still accepted from our system. As a result, we are so sorry to notice that your reservation booked under reward night would be canceled and the points will be returned to your account as soonest.
The message doesn’t make sense but it has been cancelled and points returned. I have checked and there is cash availability.
Before contacting them can anyone tell me what my rights are?
thanksJust had the same email.
Did you book using the sale rate by any chance?
Cash and reward nights are still available for my cancelled dates for the same room type, they are clearly not fully booked as stated.
Yes – it was the sale rate. Reward nights are not available for my dates
Ah, me too. Four nights in April, booked on the “special” rate, all rooms still available for cash. They are going to have a problem with the “not available” bit, if they ever send me a cancellation notice, none so far, as I had several emails months ago about paying for an upgrade and it was never suggested the booking was not confirmed, indeed, it was agreed to wait to the end of this year to confirm any Milestone rewards I might have. Of course, as they haven’t bothered to tell me, it’s a bit hard to know where to start.
Anyone any ideas? Rob???I have the same issue – email received today. I had prior communications with the hotel too as they have advised they have some construction work occurring – so it is a bit ludicrous for them to suddenly suggest they have ‘double booked’.
I’m not sure what the probably recourse of this is – how strong are consumer laws in Vietnam / IHG customer service?
Since you booked on points, it’s governed by Georgia, US law. You need to write to IHG CEO to ask for compensation. If you press hard, they won’t re-instate the booking, but will instead give you points to the equivalent of the current rate.
At least that’s what they did for me when IC Rome didn’t open. However, this is different so maybe you can insist on reinstating the booking although they might also be claiming mistake rate…
Presumably this was the intern rate at 13000 per night.
Youll need to go after ihg cos the hotel will do nothing.
No – I paid 35000 per night.
I have e-mailed the hotel with a screenshot of the room available for booking.
@meta – did you e-mail or send a letter and to what address thanksI had also paid 35,000 on. Still no email from the hotel. I’m currently in JNB going home tonight so will be emailing on Monday both the hotel and IHG. The point is that for my dates, and it seems others here, the hotel has not simply cancelled the rewards booking, they are refusing new ones at any price, just cash.
They are sending out emails to reinstate the original booking. 1-star TripAdvisor reviews work.
No – I paid 35000 per night.
I have e-mailed the hotel with a screenshot of the room available for booking.
@meta – did you e-mail or send a letter and to what address thanksEmail to Keith Barr after getting nowhere with the usual IHG CS. / firstname.lastname@ihg.com is the usual address for IHG
They are sending out emails to reinstate the original booking. 1-star TripAdvisor reviews work.
Ah, yes, they are now saying the cancellation emails were sent due to a technical error…and that they will reinstate…
Emailed this morning, reply within 5 minutes confirming my original booking would be reinstated. Since then, nothing has happened. I’ll give it a day or two before following it up.
Can anyone confirm that their booking has actually been reinstated and confirmed rather than just promised?
Hi – mine has been reinstated
@pauline Many thanks, I’m still waiting after a week for something to happen. Got an email to agree they would, since then, nothing.
I see my stay has now been re-confirmed at an increased average nightly rate of 70,000 points but at no extra cost to me!
I really would love to know what has been going on. I still have several other “special” booking yet to happen and I would like any of them to need “fixed”.
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