Hello there,

I am IHG Rewards Gold and am trying to use my points to book a Club level room at the InterContinental Madrid. I believe I should have more than enough points for this booking, but for some reason on both the web site and the reservations/customer service line it only gives me the option of booking a standard deluxe room despite having plenty more points that would allow me to book other room categories.

The agent said she’d call the hotel directly and see if under the circumstances the hotel could offer me an upgrade. After quite a long hold (I’m guessing she got the graveyard shift staff as it was 4 AM Madrid local time) she came back and apologized saying the hotel had said ‘no go’ on a guaranteed upgrade despite the situation of me genuinely wanting to use my abundance of points for the booking (and yes there were Club rooms still available).

Should I try again at a more decent time or does this sound like a total no go? Unfortunately, I am spanish and spain isn’t know for having above and beyond levels of customer service—- even in luxury settings.

What if I were to be an Ambassador Club member? I REALLY want to use some points for this booking, else I would just book the Club rate and say to heck with it.

Any pointers?