IHG canceled my night without securing an alternative
Jun 2, 2022, 6:40 am
#1
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IHG canceled my night without securing an alternative
I am a big fan of IHG, especially Six Senses, Regent, InterContinental, and Kimpton hotels.
But as a Diamond Royal Ambassador Inner Circle, I was surprised by the lack of care for guests during a recent experience.
I had booked a Rewards night at the Holiday Inn Express Belgrade, for my stop over at Belgrade airport, before my flight to the Regent Porto Montenegro hotel.
I was very surprised to receive a cancellation email from IHG services (see below).
I am particularly disturbed by the carelessness with which IHG may take care of its most loyal customers, and simply cancel a guaranteed booking made through IHG.com without even securing an acceptable alternative (there are four IHG hotels in Belgrade).
I can't imagine the situation where, if I hadn't checked my IHG account or my email, arriving after a late flight in a city I don't know, I learn at the reception that my night has been cancelled.
It took 48 minutes (!), and three different people (Ambassador line, then IHG Diamond line, then IHG Care line) - who did not bother to read the notes of the previous agent, forcing to repeat things again and again – to solve the issue (even though I had to pay more points, which is the last straw, to get a room the same night).
Some basic needs:
- when a night is cancelled by IHG, it would be a basic service to make sure by all means that guest has indeed received the information (and not just send an email),
- when a night is cancelled by IHG, secure an alternative room nearby, and obviously at the same cost to the client,
- when a customer calls with a problem that is the responsibility of IHG, take care to deal with the problem diligently and efficiently, without having to spend nearly an hour on the phone.
But as a Diamond Royal Ambassador Inner Circle, I was surprised by the lack of care for guests during a recent experience.
I had booked a Rewards night at the Holiday Inn Express Belgrade, for my stop over at Belgrade airport, before my flight to the Regent Porto Montenegro hotel.
I was very surprised to receive a cancellation email from IHG services (see below).
I am particularly disturbed by the carelessness with which IHG may take care of its most loyal customers, and simply cancel a guaranteed booking made through IHG.com without even securing an acceptable alternative (there are four IHG hotels in Belgrade).
I can't imagine the situation where, if I hadn't checked my IHG account or my email, arriving after a late flight in a city I don't know, I learn at the reception that my night has been cancelled.
It took 48 minutes (!), and three different people (Ambassador line, then IHG Diamond line, then IHG Care line) - who did not bother to read the notes of the previous agent, forcing to repeat things again and again – to solve the issue (even though I had to pay more points, which is the last straw, to get a room the same night).
Some basic needs:
- when a night is cancelled by IHG, it would be a basic service to make sure by all means that guest has indeed received the information (and not just send an email),
- when a night is cancelled by IHG, secure an alternative room nearby, and obviously at the same cost to the client,
- when a customer calls with a problem that is the responsibility of IHG, take care to deal with the problem diligently and efficiently, without having to spend nearly an hour on the phone.
De: +AMER HI-Guest Relations (IHG)
Objet: Holiday Inn Express Belgrade - City
Dear M. XXX,
Re: Confirmation No. XXX
We are writing you regarding your upcoming IHG One Rewards Night reservation for the Holiday Inn Express Belgrade - City, checking in June XX, 2022. Due to technical issues at the property the hotel will be unable to honor your IHG One Rewards Night reservation for your stay. Please accept our sincerest apologies for any inconvenience this may cause. We have cancelled your reservation and returned your points back to your account.
If you would like to make a new reservation using your points, please rest assured we will make every effort to arrange alternate accommodations for you at a nearby IHG Hotels & Resorts property. Please feel free to contact our office at your earliest convenience at one of the telephone numbers listed below and one of our IHG One Rewards Service Center Specialists will be happy to assist in finding alternate arrangements. Alternatively, we invite you to visit our website at www.ihgonerewards.com.
As an IHG One Rewards member and valued guest, we realize you have many choices when it comes to your travel needs. We thank you for your patronage and look forward to serving you in the future.
Objet: Holiday Inn Express Belgrade - City
Dear M. XXX,
Re: Confirmation No. XXX
We are writing you regarding your upcoming IHG One Rewards Night reservation for the Holiday Inn Express Belgrade - City, checking in June XX, 2022. Due to technical issues at the property the hotel will be unable to honor your IHG One Rewards Night reservation for your stay. Please accept our sincerest apologies for any inconvenience this may cause. We have cancelled your reservation and returned your points back to your account.
If you would like to make a new reservation using your points, please rest assured we will make every effort to arrange alternate accommodations for you at a nearby IHG Hotels & Resorts property. Please feel free to contact our office at your earliest convenience at one of the telephone numbers listed below and one of our IHG One Rewards Service Center Specialists will be happy to assist in finding alternate arrangements. Alternatively, we invite you to visit our website at www.ihgonerewards.com.
As an IHG One Rewards member and valued guest, we realize you have many choices when it comes to your travel needs. We thank you for your patronage and look forward to serving you in the future.
Jun 2, 2022, 7:07 am
#2
Join Date: Apr 2013
Posts: 1,443
Unfortunately also on more than once occasion fell victim to this.
IHG didn't care.
Very frustrating.
You as a guest are stuck with a prepaid booking, or if you cancel too late. The hotel is allowed to do whatever it pleases, without any repercussion.
IHG didn't care.
Very frustrating.
You as a guest are stuck with a prepaid booking, or if you cancel too late. The hotel is allowed to do whatever it pleases, without any repercussion.
Jun 2, 2022, 8:42 am
#3
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I have no problem with having a contract that binds me to obligations.
But I get very upset when the third party feels they can unilaterally break their contract.
Jun 2, 2022, 3:35 pm
#4
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
Yes I've been in this situation with IHG on a few occasions over the last twelve months.
No help from IHG and the same from the hotel on most occasions. The decent ones suggested alternatives within their own groups and eventually an IC offered a remedy after some serious pushing back and much arguing that it fell under the reservation guarantee.
It's the complete unwillingness to offer any assistance with rebooking that annoyed me the most.
No help from IHG and the same from the hotel on most occasions. The decent ones suggested alternatives within their own groups and eventually an IC offered a remedy after some serious pushing back and much arguing that it fell under the reservation guarantee.
It's the complete unwillingness to offer any assistance with rebooking that annoyed me the most.
Jun 2, 2022, 6:52 pm
#5
Join Date: Mar 2016
Posts: 597
In my opinion, stop thinking of hotel chains, IHG/Hilton/Marriott, the way we think of airlines. Book directly with the individual hotel. If they cancel, find alternate stays. The marketing overlords do not care about you, you are not really their customer.
Jun 3, 2022, 6:01 am
#6
Join Date: Mar 2005
Programs: IHG Diamond Ambassador, Accor Plat, M&M FTL, BA Blue, QR Gold
Posts: 3,726
Ah, but then all the rewards points become meaningless. OP was on a points booking - on a cash booking help might have been a bit more forthcoming.
Jun 3, 2022, 12:46 pm
#8
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After having sent an email to IHG explaining my situation, I have been called by someone - very attentive - from IHG to relocate me at Indigo Belgrade.
Difference of points needed for the stay will be posted back on my account in some few days, I was told.
Difference of points needed for the stay will be posted back on my account in some few days, I was told.
Jun 3, 2022, 1:48 pm
#9
Join Date: Jan 2011
Location: AMS+IAH
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Posts: 3,504
Jun 6, 2022, 2:21 pm
#11
Join Date: Apr 2003
Programs: B6 Mosaic, Bonvoy LT Titanium (x SPG LT), IHG Spire, UA Silver
Posts: 5,847
https://www.marriott.com/loyalty/mem...s/guarantee.mi
I just had this happen to me at the Four Points London Gatwick as it is temporarily a quarantine hotel and they were not able to honor my reservation. Marriott rebooked me at the Courtyard at the same rate and I got 90,000 bonus points as well for the inconvenience for a hotel that was 88 GPB including taxes.
It is circumstances like these that make it easy appreciate Marriott whereas I would expect little to nothing from IHG.
Jun 8, 2022, 11:22 am
#13
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Jun 8, 2022, 11:53 am
#14
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I just received today an email from IHG:
Hello Mr. XXX,
Greetings from the Executive Office of IHG Hotels & Resorts. Mr. Keith Barr, CEO, IHG, received your email regarding your cancelled reservation at the Holiday Inn Express Belgrade - City and I was asked to follow up with you on his behalf.
Firstly, thank you for being an IHG One Rewards Diamond Elite, Royal Ambassador and Inner Circle member. We always enjoy hearing from elite members, like yourself, and I'm sorry we're connecting due to this unpleasant and unexpected situation. I've reviewed your contacts to IHG regarding this cancellation and I'm sorry we let you down. IHG was given a small window of notice regarding the cancellations for this property, and we have entrusted our dedicated Relocations team to notify the guests who have been affected by this cancellation and to find alternate accommodations in a timely manner. My apologies that you only found about this due to checking your account and then noticing the email that was sent.
I understand your frustration with our Ambassador, Diamond Elite and Customer Care service center. There is no reason why
You should've had to repeat your concerns and speak with multiple representatives to get this matter addressed and an additional reservation booked and confirmed. My deepest apologies for the inconvenience this has caused and for the hassle you've experienced. As a top tier member with IHG, your candid feedback is important to us and very much appreciated. While we continue to make improvements and address the service failures within our relocations process, I have deposited 20,000 points into your account as a gesture of apology. I know this does not make up for what you went through but I hope you can accept this gesture as we want to begin to rebuild your trust in IHG.
Thank you again for taking the time to contact us. I hope you enjoy your upcoming visit to Belgrade.
Kindest regards,
XXX
Executive Liaison
IHG® Hotels & Resorts
Greetings from the Executive Office of IHG Hotels & Resorts. Mr. Keith Barr, CEO, IHG, received your email regarding your cancelled reservation at the Holiday Inn Express Belgrade - City and I was asked to follow up with you on his behalf.
Firstly, thank you for being an IHG One Rewards Diamond Elite, Royal Ambassador and Inner Circle member. We always enjoy hearing from elite members, like yourself, and I'm sorry we're connecting due to this unpleasant and unexpected situation. I've reviewed your contacts to IHG regarding this cancellation and I'm sorry we let you down. IHG was given a small window of notice regarding the cancellations for this property, and we have entrusted our dedicated Relocations team to notify the guests who have been affected by this cancellation and to find alternate accommodations in a timely manner. My apologies that you only found about this due to checking your account and then noticing the email that was sent.
I understand your frustration with our Ambassador, Diamond Elite and Customer Care service center. There is no reason why
You should've had to repeat your concerns and speak with multiple representatives to get this matter addressed and an additional reservation booked and confirmed. My deepest apologies for the inconvenience this has caused and for the hassle you've experienced. As a top tier member with IHG, your candid feedback is important to us and very much appreciated. While we continue to make improvements and address the service failures within our relocations process, I have deposited 20,000 points into your account as a gesture of apology. I know this does not make up for what you went through but I hope you can accept this gesture as we want to begin to rebuild your trust in IHG.
Thank you again for taking the time to contact us. I hope you enjoy your upcoming visit to Belgrade.
Kindest regards,
XXX
Executive Liaison
IHG® Hotels & Resorts
Jun 9, 2022, 1:45 am
#15
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It seems pretty clear that IHG needs a well rehearsed system in place to minimise he impact on guests when these situations arise.
But given the time required for staff training in breakfast credits for Diamonds, it could take decades to implement a protocol to deal with re-housing guests.
I've only been "walked" once in a busy life of hotel stays. It was from the Holiday Inn at Dublin airport, and it was handled impressively well. The hotel called me, explained the situation and asked if I was happy to accept a transfer of my reservation to the Hilton at the rate I'd booked the HI.
But given the time required for staff training in breakfast credits for Diamonds, it could take decades to implement a protocol to deal with re-housing guests.
I've only been "walked" once in a busy life of hotel stays. It was from the Holiday Inn at Dublin airport, and it was handled impressively well. The hotel called me, explained the situation and asked if I was happy to accept a transfer of my reservation to the Hilton at the rate I'd booked the HI.