Originally Posted by
IAMORGAN
I don’t know whether there is some exception for Kinara but the hotel definitely accepts the vouchers (so even if not in Kinara if you had other F&B spend it should be possible). There is a ‘known issue’ with redeeming the voucher in App. Unfortunately it sounds like basically you spoke with the wrong team members, which is a problem at this property. They have to do something in their property management system to enable you to redeem them. I suspect it may be the ihg profile doesn’t always sync properly but I have seen the fact with my own eyes that they can log in via what looks like an intranet to your profile & access your rewards wallet & redeem them. And I have experience of redeeming F+B rewards and once I spoke with a lady who knew exactly what she needed to do to fix it, despite me at check in being told something different.
I suggest if you ever go back, try to go and see the desk on a weekday daytime & it will be like night & day. It will probably need some kind of manager especially if this relates to a previous stay but I promise you there are some very good customer focused staff there who are trying really really hard to ‘do the right thing’, they get diluted by inexperienced weekend/big event/surge capacity people. To be fair, IHG’s benefits are a bit confusing! And if you were told at check in you could use them then it should not be your issue if it turns out to have been wrong. How are you supposed to know!?
Agree this .... are some significantly better folks there these days. And as you say, there does seem be some disconnect in house with their data. I had a couple of stops where they could not see my RA status. Really odd as it's far from a new thing. It took quite a few emails until it was registered. When it was then normal service resumed and very nice levels of support and service. They had to contact Ambassador center, even after I sent them screen shots to prove the case. But fair enough .... when they got the message then cntrl alt del and all well.