Originally Posted by
hclee01
I have booked a 2 night stay at IC Singapore. Hotel was fully booked and I was booked on Best Flexible Rate for a Deluxe Rate at SGD620++ per night for 2 days stay. Room was check-in earlier by my travel companion. I went to check-in later in the evening for the stay and was given the room key promptly.
Room was upgraded beyond the usual 2-level upgrade and was given a Premier Suite room (instead of the usual Premier Room for RA).
Upon check-out and checking my account, it was posted as non-qualifying stay: Discounted rate. I emailed to the IHG Ambassador and gotten the response as follows:
Hello Mr. hclee01,
I hope you are doing well. It's my pleasure to assist you with your stay at InterContinental Singapore.
I reviewed your reservation and I see that it was initially booked under the Best Flexible Rate. However, it shows also that your reservation was modified. There was a room change and the rate was also changed into a negotiated rate that's why it was posted as a non qualifying rate.
The good news is I have added 2,000 points to your account as we value your business with us. I have also added your 600 welcome amenity points on hotel's behalf. Your current point balance is XXXXXX and this should now be available on your online account at www.ihgrewardsclub.com.
We always aim to serve our members better. If you need anything else, feel free to email us and we'd be happy to follow up.
Sincerely,
XXXXX
+44 (0) 20 33 499 034 (toll charges apply)
I was surprised with this response as my travel companion and myself was not told that the rate will be a non qualifying room rate, given that the point of booking, it is eligible for points. Also, they are now trying to "calm" me down with just a miserable 2,000 points.
What are my options? I think IHG is not being very transparent with this and sneaky about it. I know that I have been upgraded a room way beyond the 2-level, but I was not told that the rate will now be non qualifying. Especially I had paid a room rate that is much higher than the norm.
Thanks for sharing any insights.
In my experience it's only the room type that changes with upgrades (and sometimes the number of guests if a hotel uses that as a way of not subsequently changing it back again), and the rate code and price remain unchanged.
Was the price you paid the same as you originally booked under "Best flexible rate"? If so then you're entitled to the points as a qualifying stay in my opinion as that's what you booked. If the hotel chose to upgrade you beyond the norm then that's their choice and you were lucky in getting such a good upgrade - or saved them an issue with overbooking on lower room categories - but it certainly shouldn't have changed it into a non-qualifying stay.
Suggest you go back to Customer Services and dispute their initial response and state that you booked your stay at a qualifying rate and never asked the hotel to change it into a negotiated rate.