Reward night cancelled – no notification

[Mick S]

just a heads-up for anyone who might have a booking coming up.

I booked a Holiday Inn a few days ago with points, no issues, went through ok. Points balance updated, email confirmation etc.
Unfortunately the household is feeling a little unwell so we have decided to cancel it. Logged onto the portal, points balance is back to what is was before the booking, and the upcoming stay is missing.

located the booking email, clicked on the “View More Reservation details” link, which took me to the portal and informing me the booking was cancelled.

I have had no email to inform of this. Called the hotel directly who told me they have the booking but it’s “stuck” and they cannot process it and the booking will have just dropped off. I asked them what would of happened if I had turned up – was advised if the hotel was full then I wouldn’t have got in.

I’d advise you to check your reward bookings if they have been made in the last few days.

[stevenhp1987]

Something similar to me happened earlier in the year with a reward night at HI.

Got to the hotel and they couldn’t find my booking. I wase told they cancelled one reservation that day because the details on the booking never came through. The name was blank etc. Of course, it was my booking (confirmed by using my booking number).

There were no reward nights available anymore and I was at the check-in desk. Thankfully it wasn’t full.

They processed the room at the discounted rate they would have charged to IHG. Around £20 or so. I was happy with that and could see my points back in my account.