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IHG Chase Free nights: Suite booked then taken away

Discussion in 'questions. answers. conversations.' started by Macbravery, Jan 31, 2018.

  1. Macbravery

    Macbravery Reader

    Urgent question...I really need advice regarding a dispute with IHG Chase Free nights:

    I used my 2 Chase free nights to book a room for 2 nights at the Presidente Resort in Cozumel about 2 weeks ago. All room types showed as available, so of course I booked the nicest one they had; the presidential suite. I made plans for another couple to join us for a very nice 2 days in Cozumel.

    Well today I got a call from IHG "Customer Care" saying that there was a "website glitch" and I couldn't have that room due to the Terms and Conditions listed for the Chase free night. They offered a very insincere apology and said they would do the following:
    • Put me in a plain poolside room (the lowest type of room)
    • give me back the 2 Chase free nights
    • give me 100,000 points
    I thought this offer was very low-ball considering I had already made plans around having the Presidential Suite. So I counter-offered:
    • 2 rooms either junior suite or beach facing (one for each couple)
    • give me back the 2 Chase free nights
    • give me 100,000 points
    • Bump me up to Spire Elite for a year
    I thought this was more than reasonable (I probably should've asked for more, but I was at work and in a rush). The "Customer Care" rep asked a supervisor who said no to all of the above and said their offer was final, take it or leave it. If I didn't take it, they would bill me $5000 per night for the Presidential Suite.

    I told them I need 2 rooms (he admitted there were available rooms) and that his offer was not acceptable, and he needs to ask someone higher up. I am now waiting for him to get back to me.
    1. Can you PLEASE give me any advice on how to handle this?
    2. Do I have any leverage, and if so what is it?
    3. What should I ask for if anything?
    Please help!!!

  2. David W

    David W Well-Known Member

    Likes Received:
    From Chase's website regarding the free night (bolding mine):

    "Anniversary Free Night will be available for redemption on your account renewal anniversary date each year. (“Anniversary” is the date that is twelve months after your enrollment date, and the same date each twelve months thereafter.) Chase may close your credit card account or suspend your right to use your credit card account, at any time for any reason, including account inactivity. You must maintain a current, valid email address in your Member Profile and opt in to receive IHG® Rewards Club Credit Card Offers and Promotions e-communications in order to receive communications regarding your Anniversary Free Night. Anniversary Free Night is valid at hotels in the IHG® Rewards Club Family of Brands and must be redeemed, and stay must be completed, within 12 months from date of issue. Anniversary Free Night is valid for one standard room night rate and applicable taxes only. Rooms are limited, subject to prior sale and availability of allocated resources and may be unavailable during high demand periods. All reservations that will utilize the Anniversary Free Night can be booked online at or by calling the IHG® Rewards Club Service center at 1-877-318-5890. Anniversary Free Night may not be transferred, extended beyond the expiration date, redeemed for cash, or re-credited for points. Individual hotel’s cancellation policy applies to the use of the Anniversary Free Night. Cancellation fees apply if cancellation is made outside of the hotel’s cancellation time period. Anniversary Free Night rules and regulations are subject to change. Chase is not responsible for offer fulfillment."

    I would say it was indeed a computer glitch and that you really have no leverage since the terms specifically state that the night is only for a standard room. If they are giving you back the 2 free nights, AND 100k points AND rebooking you to their standard room, then I'd just take that offer and leave it.
    No Name, rickyw and MidSouth Skier like this.
  3. MidSouth Skier

    MidSouth Skier Well-Known Member

    Likes Received:
    When they say the lowest level room, they mean it. A few years ago I wanted a room in Europe with two beds and they wouldn't even do that since somehow those were rated differently than the ones with a queen.
    No Name likes this.
  4. Gaurav

    Gaurav Well-Known Member

    Likes Received:
    If they don't give you a second room, take the offer, use the points to book a second room and enjoy your two free nights elsewhere. I know it's disappointing not to get the suite you wanted but you're basically getting a free stay instead.
    rickyw and No Name like this.