Non upgraded Ambassador bookings - partial refund?
#1
Original Poster
Join Date: May 2012
Location: ATL
Programs: BA Gold
Posts: 200
Non upgraded Ambassador bookings - partial refund?
Hello All,
I recently stayed in an IC and (not for the first time), discovered to my annoyance no upgrade and no explanation why (until I prompted them).
I have contacted IHG and bascially said that I want a partial refund to the room rate below the room I booked (exce room, club level).
It's not a great deal of money (perhaps 20USD per night), but it's more the principle. I initially received a generic "sorry" email from both IHG and the hotel, but on pushing for this some more, just tumbleweed.
Has anyone else attempted this? If so, did you manage to get anywhere?
Thanks in advance guys.
I recently stayed in an IC and (not for the first time), discovered to my annoyance no upgrade and no explanation why (until I prompted them).
I have contacted IHG and bascially said that I want a partial refund to the room rate below the room I booked (exce room, club level).
It's not a great deal of money (perhaps 20USD per night), but it's more the principle. I initially received a generic "sorry" email from both IHG and the hotel, but on pushing for this some more, just tumbleweed.
Has anyone else attempted this? If so, did you manage to get anywhere?
Thanks in advance guys.
#5
Join Date: Aug 2006
Location: Ottawa
Programs: IC/AMB - Diamond Elite, AC E50K, AA, AM-Onyx, HH-Diamond, BW, Choice - Gold
Posts: 1,736
Upgrades are guaranteed for Ambassador and RA members and not subject to availability. Unfortunately, for Ambassador members (not RA) the hotel determines what room is considered a 1-level upgrade. Additionally, IHG does not have a standard definition/descriptor for what constitutes a Superior, Deluxe or Executive room.
I would still suggest pursuing some sort of compensation. In North American you can contact Guest Relations in Salt Lake City at 1-800-621-0555. I am not sure if there is a UK equivalent number.
mxm135
#6
FlyerTalk Evangelist
Join Date: Dec 2003
Location: MAN and LON
Programs: Mucci, BAEC LT Gold, HH Dia, MR LT Plat, IHG Diamond Amb, Amex Plat
Posts: 13,758
As a RA I have always had a room rate reduction when the property could not upgrade me.
The only time this didn't happen was at the IC Managua, where I got nothing.
The only time this didn't happen was at the IC Managua, where I got nothing.
#8
Original Poster
Join Date: May 2012
Location: ATL
Programs: BA Gold
Posts: 200
Hi Guys, thanks for the comments. They didn't try to pull the wool over the eyes by claiming it was a better room: from the outset when I asked, they conceded they hadn't upgraded me.
I'll give them another poke and see what happens
I'll give them another poke and see what happens
#9
Join Date: Sep 2012
Location: Amsterdam, Asia, UK
Programs: IHG RA (Spire), HH Diamond, MR Platinum, SQ Gold, KLM Gold, BAEC Gold
Posts: 5,072
Did your IC give a reason for lack of upgrade on a paid stay ? If you booked Exec/Club 1-level below j/suite (full suite) maybe they had none +1 rooms left , or did you check with a dummy booking to see if the IC could have correctly upgraded you ?
Did you checkin at main reception or club-lounge as I find lounge staff tend to be more knowlegable about RA/Ambassador program, ++ also better empowered to make things right.
#10
Original Poster
Join Date: May 2012
Location: ATL
Programs: BA Gold
Posts: 200
Not unreasonable to ask for refund of one category rate in this instance, especially as hotel has concurred, that no 'guaranteed upgrade' was provided.
Did your IC give a reason for lack of upgrade on a paid stay ? If you booked Exec/Club 1-level below j/suite (full suite) maybe they had none +1 rooms left , or did you check with a dummy booking to see if the IC could have correctly upgraded you ?
Did you checkin at main reception or club-lounge as I find lounge staff tend to be more knowlegable about RA/Ambassador program, ++ also better empowered to make things right.
Did your IC give a reason for lack of upgrade on a paid stay ? If you booked Exec/Club 1-level below j/suite (full suite) maybe they had none +1 rooms left , or did you check with a dummy booking to see if the IC could have correctly upgraded you ?
Did you checkin at main reception or club-lounge as I find lounge staff tend to be more knowlegable about RA/Ambassador program, ++ also better empowered to make things right.
I immediately went to the club lounge reception desk and asked why I hadn't received an upgrade. They told me I was entitled to one, but none was available as they were fully booked (although part of me wonders if this was a convenient choice on their part, given this was a one week stay).
The difference in rate is not massive (I'd guess about $50 a night at the most, based upon dummy bookings). I don't think it is an unreasonable request under the circumstances, but I can see why they would want to resist it (i.e. it costs them money).