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Answers (5)

Does IHG publish its policy related to walking guests & how they protect their elite members?

Does IHG publish its policy related to walking guests & how they protect their elite members?

  1. Gulffriend

    Hi,

    I was supposed to stay briefly at the Holiday Inn Paris Montparnasse Pasteur from 1am to 5am on 15 July before catching a train to Bordeaux. When I arrived at the hotel, they have overbooked me and wanted to walk me to a Mercure Hotel. I initially refused but it was clear that I wasnt getting a room, so had no choice but to go there. The Holiday Inn was walking distance from Gare Montparnasse and the new hotel was a Euro 15 taxi ride away.

    I am a Spire Elite Ambassador and this didn’t seem to matter to IHG as their customer relations tell me that the hotel did what they are supposed to do in these instances, which is to move the guest to a comparable hotel.

    I am also Titanium Elite with Marriott and their policy is clear and documented on their website. If a Platinum or Titanium Elite guest is walked, the guest receives US$ 100 compensation and 90,000 points.

    I find it hard to believe that the IHG website has no information about guests rights in relation to being walked and nothing related to how they protect their elite guests.

  2. rickyw

    Did you book direct with IHG? Per their website:

    [URL]https://www.ihg.com/hotels/gb/en/global/customer_care/bwc_lp[/URL]

    [B]A Guaranteed Room[/B]

    Booking on IHG.com is the best way to guarantee your room. If for any reason your reservation cannot be honoured, IHG will provide you with a room and transportation to another convenient and comparable hotel. And, we’ll pay for the full cost of the first night’s lodging price, plus tax. Any advance deposit will be refunded to you.

  3. Gulffriend

    [QUOTE=”rickyw, post: 65765, member: 1436″]Did you book direct with IHG? Per their website:

    [URL]https://www.ihg.com/hotels/gb/en/global/customer_care/bwc_lp[/URL]

    [B]A Guaranteed Room[/B]

    Booking on IHG.com is the best way to guarantee your room. If for any reason your reservation cannot be honoured, IHG will provide you with a room and transportation to another convenient and comparable hotel. And, we’ll pay for the full cost of the first night’s lodging price, plus tax. Any advance deposit will be refunded to you.[/QUOTE]

    Thanks for the this. The original hotel, Holiday Inn, debited my credit card for the amount I was supposed to pay and have not refunded it. IHG say that I have to pay Holiday Inn and they will pay the new hotel on my behalf.

  4. Gaurav

    The language in the quote sounds like they should be refunding you. I’d call and ask for a supervisor or use the elliott.org contact list to reach higher.

  5. Gulffriend

    Thanks to both for your feedback. yesterday I ended up emailing with an SVP at IHG European HO. He was very surprised that Guest Relations weren’t more helpful and this morning I finally received a call from the GM of the hotel. I am getting a full refund today and 25,000 points as compensation – I wont use that hotel again

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