I have to say I'm not impressed with IHG's customer service when it comes to my two latest BRG claims. Two claims, a month apart, in two different cities.

While both were approved quickly, I have seen no confirmation of rate change on my reservations.

I have called and have been told they are in discussions with the hotel management to get approval. To me, it sounds like this program has a serious loophole that benefits the hotels.

I believe the hotels are beginning to push back on this costly program and have discovered that by refusing the free night, they will have fewer takers use the BRG program. I have seen a few FT posters in the Hotel Deals forum post how they have canceled their BRG reservation because they don't want to deal with the customer-unfriendly chore of requesting a refund after the stay through the BRG reps or even worse, having the claim denied, or end up taking months to be refunded.

My opinion, if the IHG staff can confirm the validity of a claim, they should also be able to lock in the details of the offer right away as well. A program that was designed to solidify customer concerns over pricing and to develop loyalty to the IHG website is in my eyes, is becoming a liability and damaging to the brand.