InterContinental Hotels: Priority Club & Inter-Continental Ambassador - Guaranteed room availability

Forgive the question, but what's the protocol on this?

I contacted PC and I've been transferred twice and been on this call for 24+ minutes.

They're making absolutely no effort to secure a room, just telling me the general res system shows sold out. Yes, I'm aware of this which is why I called you.

Is protocol to call PC for this so-called perk, or the hotel directly?

Thanks

follow up.... CS says I can get a room (27 minutes in).... except she has the wrong arrival date. I ask who she's speaking with at the hotel I'll call the hotel myself.

She says ask for Renee.

I call the hotel. No Renee works there. I ask if the hotel can get a room. They tell me to call PC.

I call back. I tell them I want to see if I can get a room at a sold out property. They look up the date and tell me the hotel is sold out. No kidding! Transfers me to PC.

Wait time on hold is 10+ minutes.

I booked the Doubletree down the street.

Infuriating.

Forgive the question, but what's the protocol on this?

I contacted PC and I've been transferred twice and been on this call for 24+ minutes.

They're making absolutely no effort to secure a room, just telling me the general res system shows sold out. Yes, I'm aware of this which is why I called you.

Is protocol to call PC for this so-called perk, or the hotel directly?

Thanks

Supply and demand dictate. The one and only time I have used this "benefit" I called the hotel directly and quoted chapter and verse to the mgr on duty about the "guaranteed room" promise. I got a room at the sold-out hotel, but at an inflated price.

I'm fine with supply and demand. What I'm not fine with is wasting my time.

http://www.flyertalk.com/forum/intercontinental-hotels-priority-club-inter-continental-ambassador/132887-72-24-hours-room-guarantee-master-thread-merged.html?highlight=Guarantee

I used to be Platinum with IHG and this is a total BS policy. I tried using it a few times and CS would always just call hotel and hotel would tell them they were full. Sorry, nothing we can do was all I ever heard. I don't know why they even put this out there, as the only was you are guaranteed a room is if one is already available.

Ive only ever been offered unsold rooms like suites at $$$$$$$$$ on the guaranteed room policy. Even at hotels where I am a regular stayer.