Upgrades on Point bookings

[Paul]

Have been at this game a long time and currently sitting poolside at IC Phu Quoc as a Diamond Ambassador on a points stay.

On this stay I received no upgrade despite my status and despite paying the charge to upgrade my booking to Club.

I cannot recall not being upgraded in the last 10 years on a points booking and I must confess it’s irritating me that I didn’t get something this time around. In part because the upgrade fee if paid by a guest with no status would be getting them exactly what I am getting. This in turn renders both the Ambassador status and the Diamond status worthless!

2 questions

Is the official policy of IHG not to upgrade points bookings irrespective of status?

What is the experience of others, especially at IC hotels.

Thanks

[meta]

Although upgrade is guaranteed even on points bookings as per clause 10 of Ambassador T&C there is no compensation on points bookings.

I always contact the hotel in advance if I want an upgrade (even on points bookings) and negotiate it. Most of the time they upgrade me for free before I arrive. Sometimes they offer a paid upgrade at very low cost. I’ve only failed once to secure a suite at an IC on points, but the hotel was very busy so understandable.

[davefl]

You should be complaining to ambassador@ihg.com, not here.

The guaranteed upgrade is part of the Ts&Cs of Ambassador memmbership, not optional on points bookings.

[John]

Clause 15 of T&Cs say it’s not guaranteed on reward nights?

https://www.ihg.com/intercontinental/content/us/en/ambassador/terms-conditions#icbenefits