My wife and I recently stayed at Holiday Inn Mumbai International Airport on a reward booking. As a Diamond member, I emailed the hotel beforehand and requested free B/F for us as per my Diamond benefits. The hotel refused outright and instead offered only a 30% discount. I wrote to the GM of the hotel about the new Diamond free B/F policy but he ignored my mail.
I then reported the issue to IHG (UK) who intervened immediately, spoke to the hotel management and asked them to henceforth ensure full implementation of this Diamond benefits. IHG forwarded me a copy of the e-mail they sent to the hotel management and also gave me a contact person at the hotel with whom they had spoken and asked me to call them (IHG UK) up immediately if the issue persisted.
All well that ends well and no issue upon check in at the hotel.