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Forums Hotel loyalty schemes IHG One Rewards Upgrades on Point bookings

  • Paul 144 posts

    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 1,466 posts

    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 1,409 posts

    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 1,052 posts

    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

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