Originally Posted by IHG Care

We have had a few scenarios where the guest’s complimentary stay is not adjusted prior to arrival because we have a very few hotels where they have not complied with the Terms and Conditions of the new BPG Offer. If a hotel is unable or unwilling to make the complimentary adjustment prior to the guest’s arrival, the BPG Team will set up an arrangement for the guest to be refunded in the form of a check for their stay. So far, I have been told there are less than 20 of these scenarios and should decrease as hotels become familiar with the process.