Update: IHG Points Through Ultimate Rewards Portal

A quick update on my story regarding IHG points not posting

IHG Points Through Ultimate Rewards

This afternoon IHG responded to an inquiry regarding missing points from my first stay. If you recall, I used Ultimate Rewards points from my Chase Ink Business card to book a one night stay at the Holiday Inn Express in Deming, NM. I’ve used Ultimate Rewards to book flights on American Airlines several times and always earned miles. It never occurred to me that I wouldn’t also earn hotel points in the same manner.

IHG’s reply stated:

I reviewed your request, and it looks this particular stay was booked through a third party website. Stays booked this way are not eligible for points. You can learn more in Section 10 of our Terms and Conditions.

Next time you’re booking a stay, choose from www.ihg.com, our mobile app, one of our reservation offices or directly with the hotel. That way, we can make sure you earn IHG® Rewards Club points on every eligible stay.

Bummer. I should have thought about this a little more before booking, but there isn’t a ton of information on the web about this particular scenario. What I did know is that Priceline processes transactions for Chase Ultimate Rewards. Often time third party bookings won’t allow you to accrue points at major hotel chains. For whatever reason, I didn’t put two and two together. Well, lesson learned.

IHG To The Rescue!

Hold your horses! Exactly 9 minutes after my rejection email from IHG, I got another message from a different customer service representative. It read as follows:

I read your email about your missing points from your stay in Holiday Inn Express Deming Mimbres Valley. I’m sorry your stay did not earn points due to it was booked under third party website.

It looks like you may not have been aware of this so I have added 1,000 points to your IHG Rewards Club account because you chose to stay with us, and I’m happy to inform that this brought your current point balance up to 1,000.

Wow! That was really cool. I definitely didn’t expect this. My stay was only for one night and it would have earned about 1,000 points, so I was made whole. This is a great way to treat somebody that’s new to the program.

IHG Points Through Ultimate Rewards

Bottom Line

This is a classic example of great customer service. The 1,000 points isn’t going to cost IHG much. At the same time it encourages me to continue with the program. In fact, I just booked another stay at the Hotel Indigo Downtown San Diego. Kudos to IHG for acknowledging my innocent mistake and keeping me as a satisfied customer.

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