Originally Posted by
xenole
A change of plans meant I had to stay a night somewhere, so I had a look on the IHG app and rates locally were pretty high.
A hotel near the airport suited me fine so used 20k points rather than pay over £210 for the night.
Reservation made, email received, app showed it and the points were deducted.
Turned up at the hotel about 5 hours later and they've no record of it.
They said they had no rooms yet at least 6 reward rooms were offered.
The app now only shows a stay 2 days ago (when I look at upcoming bookings - will probably change when the points post) but will pull up the booking if I enter my surname and the booking reference.
Is this some sort of cock up or just the hotel getting perhaps a last minute cash booking etc. that was more lucrative? (The hotel isn't selling any rooms now but was fine for cash or points sales when I made the booking)
I've had this sort of thing happen a couple of times in the past but on production of the reservation number the hotel has always found and honoured my booking even if it hadn't come through into their system automatically for whatever reason.
I can't though tell from your post if you got your room or were denied your booking, and are you talking about a different, previous stay in the app?
IHG's "Online reservation guarantee" applies to your booking - see
HERE - so they should have followed that procedure and found you a room elsewhere if they couldn't accommodate you, as well as refunding you the cost (ie points in your case) of your (first) night.