IHG closed my acct. (after 25 Best Rate Claims) and noone will tell me why
Sep 21, 2013, 10:15 pm
#151
Join Date: Aug 2005
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If I were to summarize this thread: IHG decided to proudly guarantee the lowest rate if booked through one of their sites (which one may vary and it is up to you to find out which one provides the lowest rate). However, they don't seem to like people who only book with them when a lower rate is available and will kick these people out of the (completely unrelated to the BRG program) IHG Reward program, voiding all points in that program.
About half of the people here seem to think that this is standard business practice. No wonder courts are overrun these days.
HTB.
About half of the people here seem to think that this is standard business practice. No wonder courts are overrun these days.
HTB.
Sep 21, 2013, 11:19 pm
#152
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Sep 21, 2013, 11:27 pm
#153
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If I were to summarize this thread: IHG decided to proudly guarantee the lowest rate if booked through one of their sites (which one may vary and it is up to you to find out which one provides the lowest rate). However, they don't seem to like people who only book with them when a lower rate is available and will kick these people out of the (completely unrelated to the BRG program) IHG Reward program, voiding all points in that program.
About half of the people here seem to think that this is standard business practice. No wonder courts are overrun these days.
HTB.
About half of the people here seem to think that this is standard business practice. No wonder courts are overrun these days.
HTB.
Sep 21, 2013, 11:29 pm
#154
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Join Date: Jan 2002
Posts: 44,550
If I were to summarize this thread: IHG decided to proudly guarantee the lowest rate if booked through one of their sites (which one may vary and it is up to you to find out which one provides the lowest rate). However, they don't seem to like people who only book with them when a lower rate is available and will kick these people out of the (completely unrelated to the BRG program) IHG Reward program, voiding all points in that program.
This does not correlate that anyone who uses the scheme will be disliked
Sep 22, 2013, 12:40 am
#155
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Join Date: Jan 2004
Location: UK
Posts: 11,969
The way this would be expected to be "played out" if put before a UK court is that IHG would be told that it is for IHG to frame a set of rules that is both fair and achieves exactly what it desires -as long as that is fair and clear. It isn't impossible or difficult. That could be a simple statement like IHG will only consider 5 claims per year per person or something else that is both clear and not unfair.
The truth is that IHG wants it's cake and wants to eat it. They wish to grandstand a claim of offering unbeatable value of which they are so confident they make a great offer, but when the value is illusory and beaten they wish to dishonour the promise and the person benefitting from it.
It is for IHG to make a clear and fair set of rules and it is for their customers to gain as much benefit from them as they can.
To simply confiscate points earned that have both a value and belong to the customer is plainly unfair.
Sep 22, 2013, 2:39 am
#156
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Location: Auckland NZ
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Correct.
The way this would be expected to be "played out" if put before a UK court is that IHG would be told that it is for IHG to frame a set of rules that is both fair and achieves exactly what it desires -as long as that is fair and clear. It isn't impossible or difficult. That could be a simple statement like IHG will only consider 5 claims per year per person or something else that is both clear and not unfair.
The truth is that IHG wants it's cake and wants to eat it. They wish to grandstand a claim of offering unbeatable value of which they are so confident they make a great offer, but when the value is illusory and beaten they wish to dishonour the promise and the person benefitting from it.
It is for IHG to make a clear and fair set of rules and it is for their customers to gain as much benefit from them as they can.
To simply confiscate points earned that have both a value and belong to the customer is plainly unfair.
The way this would be expected to be "played out" if put before a UK court is that IHG would be told that it is for IHG to frame a set of rules that is both fair and achieves exactly what it desires -as long as that is fair and clear. It isn't impossible or difficult. That could be a simple statement like IHG will only consider 5 claims per year per person or something else that is both clear and not unfair.
The truth is that IHG wants it's cake and wants to eat it. They wish to grandstand a claim of offering unbeatable value of which they are so confident they make a great offer, but when the value is illusory and beaten they wish to dishonour the promise and the person benefitting from it.
It is for IHG to make a clear and fair set of rules and it is for their customers to gain as much benefit from them as they can.
To simply confiscate points earned that have both a value and belong to the customer is plainly unfair.
Sep 22, 2013, 6:34 am
#157
Join Date: Aug 2005
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HTB.
Sep 22, 2013, 6:53 am
#158
Join Date: Mar 2007
Location: Bargara Australia
Programs: VA, SQ, IHG, HH,ALL, Europcar
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From what I can see - IHG has been underhanded and immoral in the way they have treated this customer
If they offer a BRG they need to honor it. Maybe shut down the program if people can find a better rate for all of there stays.
I have to say as an Ambassador I am finding that my dealings with IHG are not all they should be, and while you have the right to query your account or bills - I have done this twice this year - and each time no reply - I am about to follow up.
There are lots of hotels out there that I can stay at - if I am going to be loyal to one brand - I want something back. Otherwise why would I be loyal.
I know when I worked in the travel business there was a saying that a customer stopped shopping around for price after 3 transactions - not sure if I believe that
If they offer a BRG they need to honor it. Maybe shut down the program if people can find a better rate for all of there stays.
I have to say as an Ambassador I am finding that my dealings with IHG are not all they should be, and while you have the right to query your account or bills - I have done this twice this year - and each time no reply - I am about to follow up.
There are lots of hotels out there that I can stay at - if I am going to be loyal to one brand - I want something back. Otherwise why would I be loyal.
I know when I worked in the travel business there was a saying that a customer stopped shopping around for price after 3 transactions - not sure if I believe that
Sep 22, 2013, 7:28 am
#159
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Post#147. Classes himself with all those who cheat and trick. Please don't deny the admitted facts.
Sep 22, 2013, 9:45 am
#160
Join Date: Mar 2012
Posts: 94
NONSENSE: He wrote he "gamed the system" with "a number of BRGs and some bonus promo codes" and I thought most of us are here to learn more about these tricks (and similar tricks)? 
Last edited by Marevna; Sep 22, 2013 at 10:01 am
Sep 22, 2013, 10:07 am
#162
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Location: UK
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Sep 22, 2013, 2:11 pm
#163
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It isn't rubbish at all.
I only step in temporarily to tell you that amongst others, the UK and Australia have specific laws that invalidates clauses and terms and conditions in consumer contracts that are unfair.
Basically no consumer terms and conditions however clear and even when customers agree to them in the UK are enforceable if unfair.
You can debate with others your personal opinions about what is unfair or not but in the UK I am pretty certain that whilst it may or may not be deemed to be fair or unfair to do no further business with a customer exploiting a programme like this, it would almost certainly be seen that confiscating points already earned would be.
It is clearly nonsense to state that points have no value, and that once earned or purchased that they are not the property of the customer.
The points aren't declarable as income but are considered to be either purchased or a discount on previous stays to be taken on future stays. They are not income and therefore not taxable.
I only step in temporarily to tell you that amongst others, the UK and Australia have specific laws that invalidates clauses and terms and conditions in consumer contracts that are unfair.
Basically no consumer terms and conditions however clear and even when customers agree to them in the UK are enforceable if unfair.
You can debate with others your personal opinions about what is unfair or not but in the UK I am pretty certain that whilst it may or may not be deemed to be fair or unfair to do no further business with a customer exploiting a programme like this, it would almost certainly be seen that confiscating points already earned would be.
It is clearly nonsense to state that points have no value, and that once earned or purchased that they are not the property of the customer.
The points aren't declarable as income but are considered to be either purchased or a discount on previous stays to be taken on future stays. They are not income and therefore not taxable.
I think OP may have gotten off very lightly, as it sounds like IHG instead of simply canceling the BRG for the night, could (and I think should have) charged the OP for the IHG brand reservations he booked and BRG'd against, basically reversing the BRG acceptance.
OP would obviously have had the option to still use nights he was now paying for.
Sep 22, 2013, 2:21 pm
#164
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Join Date: Jan 2004
Location: UK
Posts: 11,969
How can OP have a contract with IHG for BRG nights when he has not actually paid for them?
I think OP may have gotten off very lightly, as it sounds like IHG instead of simply canceling the BRG for the night, could (and I think should have) charged the OP for the IHG brand reservations he booked and BRG'd against, basically reversing the BRG acceptance.
OP would obviously have had the option to still use nights he was now paying for.
I think OP may have gotten off very lightly, as it sounds like IHG instead of simply canceling the BRG for the night, could (and I think should have) charged the OP for the IHG brand reservations he booked and BRG'd against, basically reversing the BRG acceptance.
OP would obviously have had the option to still use nights he was now paying for.
Sep 22, 2013, 2:27 pm
#165
Join Date: May 2006
Location: FRA
Programs: MR Gold, IHG Gold AMB
Posts: 262
They entered into contract when the reservation was made. Afterwards they mutually agreed to adjust the rate to zero (OP by submitting the claim, IHG by accepting it as a valid one). What's so difficult about that?