We booked a week in the Intercontinental Ras Al Khaimah via BA holiday.
I did email the hotel a month in advance to confirm my ambassador status and ask about transfer. The email was indeed received as the transfer was arranged.
We did the same trip a year ago (7th to 14th Feb 23). We did received full Ambasssador benefits as we did many times in the past.
However this morning we were refused all ambassador benefits including the room upgrade as the stay was booked via third party. After some discussion we were shown the Ihg One Reward T&Cs but never the ambassador program T&Cs. Reading the T&Cs :
- Benefits Guarantee: If an InterContinental Hotel or Resort is unable to fulfil the guaranteed benefits of a room category upgrade, 4pm late check-out, or Club InterContinental lounge access/alternate experience for Royal Ambassadors where provided, unless otherwise stated as an exception, the member will receive compensation for the undelivered benefit(s)
- This Benefits Guarantee is not applicable for reservations made via a third-party website or tour operator/wholesaler or as part of a group block/reservation, due to force majeure or other circumstances beyond the control of the hotel and the benefit exceptions as per clause 33.
It is not clear to me : the benefit guarantee is the fact that if they can not fulful the benefits you are entitled to compensation. So the way I read it, is that a 3rd party booking can still have the upgrade but will not be entitled to compensation if the Hotel is unable to fulfil it.
However, We paid for an upgrade at the hote. The lady confirmed that the payment will be considered a direct booking and we will get access to the Ambassador benefits. However when I asked about the room upgrade benefit, she stated that other benefits will apply but not this one. It did feel like the rules were made on the spot to benefit the hotel.
Am I expecting too much ?