IHG Rewards - Win Big

[serfty]

I just sent off a complaint about missing points.

This stay [referenced] did not credit for the Big Win Promotion of 2013. As a result I am missing bonus points.

I stayed on December the 7th and it posted on December 11th as a "Non-Qualifying Stay". I followed the misposting up and it was fixed for the stay [43400934] but not the "Big Win".

One of my tasks was "Explore our brands - Stay at 3 different IHG brands and receive 22,000 Points". I did this with Holiday Inn on November 1, Intercontinental December 7 and Crown Plaza on December 14. This has not posted. Another of my tasks was "Stay more and earn more - Stay a total of 4 nights and receive 6,400 Points". I indeed stayed four nights, the three previously mentioned and another on December 22.

I have waited six weeks for the Intercontinental stays to be included in the Big Win 2013 but it has not. Can you please ensure these points post.

 

[JohnK]

The same thing happened for my stay on 06 December. It posted as a non-qualifying stay and I sent off an email and it was fixed a few days later.

Still missing the 3 brands and 7 nights due to this glitch.

And for some reason the spend on food and beverages or the survey did not post.

 

[serfty]

I just sent off a complaint about missing points.

From: ihgrewardsclub(at)ihg.com [mailto:ihgrewardsclub(at)ihg.com]

Sent: ...
To: <serfty's email>
Subject: Re: [4590xx_x] GOLD: Point Discrepancy Notification

​

Dear Mr. <serfty>,

Thank you for contacting IHG Rewards Club regarding your Gold Elite account. We appreciate the opportunity to assist you with your account discrepancy.

Our records show that your stay in question was previously posted to your account on 11 Dec 2013. You received 8,xx_ points for this stay and your current point balance is yy,yyy. This should be available for immediate viewing in your online account which can be accessed by visiting www.ihgrewardsclub.com.

Should you require further assistance, please feel free to contact IHG Rewards Club Service Center again.


Sincerely,
...

From: <serfty> [mailto:serfty]
Sent: ...
To: ihgrewardsclub(at)ihg.com
Subject: RE: [4590xx_x] GOLD: Point Discrepancy Notification

​

Hi ...,
​

I advised you of that in my complaint - please carefully read it again.
​

The problem is THIS STAY HAS NOT CREDITED AGAINST THE 2013 BIG WIN PROMOTION.
​

With the "Big Win" one of my tasks was "Explore our brands - Stay at 3 different IHG brands and receive 22,000 Points". ​

I did this with:​

- Holiday Inn on November 1, ​

- Intercontinental December 7 and ​

- Crown Plaza on December 14. ​

This has not posted the 22000 points.​

Another of my tasks was "Stay more and earn more - Stay a total of 4 nights and receive 6,400 Points". ​

I indeed stayed four nights, the three above and another on December 22. ​

I have waited six weeks for the Intercontinental stays to be incuded in the Big Win 2013 but it has not. Can you please ensure this points post.​

Regards, ...

​

 

[markis10]

​

FWIW email has never worked for me with IHG, a quick call always, even if the occasional escalation to a super is required.

 

[Bundy Bear]

IHG used to be nice brand to stay with, there website was probably easiest of the booking engines, and a few points promos were always nice it kept you looking at the website, but then the point promos went into overdrive and then after a few years IHG have to devalue the program,(I don't think they use the word enhancement), as Anat0l pointed out the Big win overall was too complicated a promotion and its dissappointing that the IHGrewardsclub are too busy not to be able to read the emails we send them, because there points promotions are too complicated.

 

[whatmeworry]

FWIW email has never worked for me with IHG, a quick call always, even if the occasional escalation to a super is required.

Annoying to call the Philippines.

 

[markis10]

Annoying to call the Philippines.

Depends what time of day you call as to where you end up

 

[JohnK]

FWIW email has never worked for me with IHG, a quick call always, even if the occasional escalation to a super is required.

Has been OK for me so far although sometimes they end up calling me to sort things out.

 

[mozerz]

I have not had good customer service when I emailed IHG either. Sounds like with chat or phone call, one is more likely to have an issue fixed.

 

[serfty]

Finally!

From: ihgrewardsclub(at)ihg.com [mailto:ihgrewardsclub(at)ihg.com]
To: <serfty>
Subject: Re: RE: [4590xx_x] GOLD: Point Discrepancy Notification

Dear Mr. <serfty>,

Thank you for your response. We appreciate your patience and apologize for any inconvenience you may have experienced from our Service Center.

After further review, we have confirmed that you have completed the requirements of the Big Win - Explore Our Brands and the Big Win - Stay More And Earn More challenges. In this regard, 22,000 points and 6,400 points has been credited to your account. Your current point balance is <....>.

We apologize for any inconvenience this issue may have caused you as we value your patronage. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.


Sincerely,
...

 

[Deleted member 29185]

Re: Finally!

Why are so many promos akin to pulling teeth?

 

[basso]

Well it was buried. And to be fair on everyone, all the other challenges had their requirements presented up front and center, easy to identify and read. The burying of the 3 night requirement in the T&C seems more like something to catch people out and prevent the big win from happening.

No more buried that any other T&C. And people on this site do like to complain about noobs not reading the T&Cs. Just because a moderator got caught out, doesn't mean it was buried

 

[JohnK]

Re: Finally!

Why are so many promos akin to pulling teeth?

To try and limit the reward payout? My guess is a lot of people would give up and not follow through on their entitlements.

I did the survey twice and it has not posted to my account. It was only 100 points but was one of the hurdles of the promotion.

 

[markis10]

Re: Finally!

Why are so many promos akin to pulling teeth?

Quote = Life was not meant to be easy!

 

[Deleted member 29185]

Re: Finally!

Quote = Life was not meant to be easy!

Every time I start feeling pompous, someone here pops up with an evergreen classic.

I really do love AFF to keep my pretentious side in check .

 

[JohnK]

Dear Mr. JohnK,

Thank you for contacting IHG Rewards Club regarding your Gold account. We appreciate the opportunity to assist you with your concern.

We have received your request and we are working on it at this time. You have our assurance that we will contact you as soon as your inquiry has been resolved.

We apologize for any inconvenience this issue may have caused you. Once again, thank you for taking the time to contact us as we value your patronage. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.

Sincerely,

That was 9 days ago. I wish I knew the hold-up.

 

[JohnK]

It has now been 3 weeks since last response so I sent an email the other day and got this response.

Dear Mr. JohnK,

Thank you for your reply. We appreciate the opportunity to assist you.

We apologize for the inconvenience this issue may have caused you. We are still resolving your concern. An email will be sent once we receive an update.

Once again, thank you for taking the time to contact us as we value your patronage. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.

Sincerely,

Are they stalling? How hard can it be?

IC Sanctuary Cove, Holiday Inn + Crowne Plaza = 3 brands
4 nights Chiang Mai, 1 night IC Sanctuary Cove, 1 night Crowne Plaza Norwest, 1 night HI Parramatta = 7 nights

 

[JohnK]

Must be too difficult....

Dear Mr JohnK,

Warm Greetings from the IHG Rewards Club service center.

Following your most recent query, we would to inform you that the following has been credited to your account:

Tailored Offer: Survey the Win
Points Earned: 100

Your current point balance is 376,514. The above adjustment should be available for immediate viewing in your online account which can be accessed by clicking here.

On the other hand, after thoroughly checking your qualified stays during the promotion period against the challenges you were offered under Big Win 2013, we were able to identify that the requirement for the below hurdles were not met, making your account ineligible to receive the bonus points for both individual offers, as well as the Win Big Kicker bonus.

• Get Away With a Win
  • Stay at an IHG resort hotel and receive 6,000 points. We found no stay at an IHG resort hotel recorded on your account.

• Decadent Winning
  • Spend a minimum of $56 towards food and beverage at any IHG hotel and receive 600 points. Our records confirmed that you spent $51 on food and beverage during your stay at the Holiday Inn Chiang Mai, Thailand on 06 October 2013 for 1 night.

Nonetheless, to show our appreciation to your valued patronage and for extending your patience while we resolve this matter, we offer to credit your account 3,000 points as goodwill gesture. While we thank you for bearing with us, we regret the extended the delay in updating you regarding this concern.

We look forward to your confirmation on the terms presented.

Sincerely,

IHG Rewards Club

So I sent off another email

Dear IHG Rewards Club,

Unfortunately your records are mistaken.

I stayed 4 nights in Holiday Inn Chiang Mai.

I stayed 1 night at IHG Resort on Sanctuary Cove on 06 Dec 2013 and it did not credit as a stay. I had to send in a request and it was credited manually.

I then stayed 1 night at Norwest Crowne Plaza and 1 night at Holiday Inn Parramatta as well and there I spend $10+ on food and beverages which I paid on check-out.

According to my records I have met the hurdle stay the 7 nights at IHG hotels and the hurdle of 3 IHG brands as well as the minimum $56 spend on food at IHG hotels. In fact if it was not for the sneaky 3 night miminum at IHG resorts then I would have actually the WIN BIG 2013 promotion.

Can you please check my account again as all the details are there.

Kind Regards,
John

 

[JohnK]

And a few hours after my last email....

Dear JohnK,

Thank you for your detailed reply.

After reassessing the information you have provided, we have credited your account with the following:

Tailored Offer: Get Away with a Win
Points Earned: 6,000

Tailored Offer: Decadent Winning
Points Earned: 600

Tailored Offer: Win Big
Points Earned: 45,000

Your current point balance is 428,114. The above adjustment should be available for immediate viewing in your online account which can be accessed by clicking here.

Once again, thank you for bearing with us while we try to resolve this concern. We understand that you have a lot of lodging options, but we hope that this isolated instance would not deter you from choosing InterContinental Hotels Group as your preferred lodging of choice.

We look forward to serving you again in the future. Should you need further assistance, please feel free to contact the IHG Rewards Club Service Center again.

Sincerely,

IHG Rewards Club

What I did not realise is the hurdle for the stays and the brands had already credited early February.

It has taken a while but glad to have achieved WIN BIG 2013.

 

[bass_ke]

And a few hours after my last email....



What I did not realise is the hurdle for the stays and the brands had already credited early February.

It has taken a while but glad to have achieved WIN BIG 2013.

Awesome news mate and great to see a win for JohnK! Now I'd expect flights to start running early for you!