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FAQs

HOW CAN I HELP YOU?

General

How do I fix a billing issue?

Hotels are responsible for the individual billing of guests. If you feel there is an issue with your bill, contact the hotel directly by phone or use our online Issues Form.

Where do I report a service or quality concern?

We appreciate the opportunity to address your feedback. With these types of situations, it is best to contact the hotel’s management directly for resolution. If you have already contacted the hotel and are in need of further assistance, complete our online Issues Form to reach our Customer Care team.

Where can I provide general feedback?

We appreciate the opportunity to address your feedback. Complete our online Feedback Form to reach our Customer Care team.

Where are IHG® Hotels & Resorts properties located?

We have over 6,000 hotels across 17 brands in over 100 countries/regions. View our hotel listings and destinations page to learn more.


Where can I find information about all IHG Hotels & Resorts locations?

Explore our hotels and destinations page to find hotel listings for over 6,000 hotel locations all over the world. You can also view city guides or find hotels by a variety of interests, like pet-friendly hotels, beach hotels and more.


Do I incur booking fees when booking online?

No. Many third-party travel websites charge a booking fee for every reservation made. IHG Hotels & Resorts does not charge any booking fees if the reservation is made through IHG’s websites (including mobile sites), the IHG One Rewards App, IHG WeChat mini program, IHG Customer Care, or directly with an IHG branded hotel.


Why is a credit card required for reservations?

By securing your reservation with a credit card, you are eligible for our Reservations Guarantee, which applies if your reservation cannot be honored. If your reservation cannot be honored, the host hotel will provide a room at, and transportation to, another convenient and comparable hotel. The host hotel will also pay the full cost of the first night's lodging rate, plus tax, and any advance deposit will be refunded.


How do I change or cancel my reservation?

You can change or cancel your reservation for any IHG property by visiting our Manage Your Reservations page.


How do I book a stay with IHG One Rewards points?

IHG One Rewards points may be redeemed for Reward Nights on the IHG One Rewards website, the IHG One Rewards App, or by calling IHG Reservations. To book on our website, sign in with your IHG One Rewards member number and password, enter your destination information and dates into the reservations module, and select “Reward Nights” as your rate preference.


Can I use my IHG One Rewards points to book a reservation for someone other than myself?

Yes, you can book a Reward Night for someone else by making a booking via IHG's website or the IHG One Rewards App and then adding an additional name to the reservation.


Can I use my IHG One Rewards points on an existing reservation?

Some existing reservations may be modified by logging into My Account, accessing the My Stays page and clicking “change rate” to select a new rate option.


How do I fix an issue with my reservation?

We are sorry to hear about any problems you may be experiencing with your reservation. If an error occurred during the booking process, your reservation may be able to be modified online through the Manage Your Stay page. If your reservation is unable to be corrected online, or if it is a past reservation, complete the online Issues form for assistance.


How can I add my IHG One Rewards number to an existing reservation?

Log into My Account and search for your existing reservation from the "Stays and Events" page. Add in the reservation confirmation number and your last name to find the stay, then click “Associate IHG One Rewards Number” to add your membership number to the reservation.


How do I plan a meeting, event or group reservation?

IHG Hotels & Resorts offers a wide variety of services for your meetings and group event needs. Find out more about our groups and meetings services and get started today.


Where can I find information about the IHG Best Price Guarantee?

The IHG Best Price Guarantee is our promise that you will always find the best hotel room prices for any IHG property on our websites. Learn more about IHG's Best Price Guarantee.

Where can I find information about the Guest Reviews Terms & Conditions?

Read our Guest Reviews Terms & Conditions


Who can submit hotel reviews?

Guests of IHG® Hotels & Resorts properties may submit reviews if:

  • They can provide a verified confirmation number, check-out date and last name associated with the reservation
  • They sign into the IHG One Rewards account used to reserve the hotel they wish to review


How do I submit a hotel review?

If you are an IHG One Rewards member, sign into your account and view your Account Activity to find all hotel stays from the previous 180 days. From there, you can select the “Write a Review” link associated with the hotel you wish to review.

If you are not an IHG One Rewards member, you can submit a review of your stay by visiting the hotel details page of any hotel(s) where you have stayed in the past 6 months and selecting the “Write a Review” link. You’ll be asked for some information we can use to instantly verify that you’ve been a guest of the hotel. Once verified, you’ll be taken to a form where you can submit your rating and review.*

*not applicable to Kimpton® Hotels & Restaurants

To access the hotel details page of the hotel you’d like to review you may:

  • Search for the city of the hotel via our reservations module on the website home page and click on the name of the hotel from the search results.
  • Visit the Manage Reservations page and enter your confirmation number and the last name associated with your reservation. You will then see information about your reservation and you can click on the hotel name to view the hotel details page.


What is a Verified Guest?

To best serve our guest community, we only display reviews from verified guests. Our verification process involves requesting a few pieces of information, including last name, hotel confirmation number and check-out date, which we use to confirm instantly that a reviewer has been a guest of the hotel he or she wishes to review.


I am trying to use the confirmation number I received while booking my stay on a non-IHG website (example: Orbitz, Expedia, Travelocity), but am unable to log in.

Third-party websites often provide you with confirmation numbers associated with their websites rather than confirmation numbers associated with the IHG reservation system.

If you have a copy of the bill given to you when you checked out of the hotel, you can find your IHG-specific confirmation number there. Otherwise, you will need to contact the hotel at which you stayed to obtain your IHG-specific confirmation number.


Why can’t I edit my review?

Unfortunately, our system does not allow for editing of reviews. You may comment on your review and/or post a subsequent review if there is something you’d like to add.

 

Where can I report a website problem?

We apologize if you are having any issues with our website. We want to hear about them so we can give you, and all guests, the best possible experience online. Use Feedback tab on the left (or Menu on a mobile device) to let us know about your experience.


How do we protect your privacy?

The privacy and security of your personal information is very important to us. Please review our Privacy Policy to learn more..


Is my credit card safe?

IHG is committed to keeping your personal information safe. For secure e-commerce communications, we use industry-standard secure server software (SSL). It encrypts your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. IHG’s central systems are reviewed annually for compliance with the Payment Card Industry’s Data Security Standard. Encryption and other security controls protect data stored in IHG’s systems.

Where can I find more information about the IHG Best Price Guarantee?  

The IHG Best Price Guarantee is our promise that you will always find the best hotel room prices for any IHG property on our websites. Learn more about IHG's Best Price Guarantee. View the complete terms and conditions.

Where can I find information about working at IHG® Hotels & Resorts?

IHG Hotels & Resorts is one of the world’s leading hotel and hospitality organizations. Learn more about available IHG employment opportunities and how to join our team


Where can I find information about hotel franchising and development?

IHG Hotels & Resorts is one of the world's largest hotel groups by number of rooms. IHG franchises, leases, manages or owns, through various subsidiaries, over 6,000 hotels and has more than 880,000 guest rooms in over 100 countries around the world. If you are interested in hotel franchise or hotel management services, please visit our IHG Franchising Opportunities page to learn more about joining our winning team.


How can my organization become an IHG affiliate?

The IHG Affiliate Program provides your users with access to IHG Hotels & Resorts in over 100 countries around the world. Join the IHG Affiliate Marketing Program now and start earning a percentage of consumed bookings generated from your organization’s website.

IHG® One Rewards

How can I enroll in IHG® One Rewards?

Enrolling in IHG One Rewards is easy and FREE. Visit the IHG One Rewards enrollment page, the IHG One Rewards App or enroll at any of our hotels.


How can I sign into my account online?

You may sign into your account at any time via the “Sign In” prompt at the top right of every page.


What if I have forgotten my membership number?

You can access your member number by signing into your account using your email address and password.


How do I create a password?

If you don't have a password yet, you can create one through our Reset Password page. Click on the Reset Password link on the IHG One Rewards sign-in page and enter the email address associated with your account. You will receive an email with a link to create a password.


How can I change my password?

You may change your password online after signing into your IHG One Rewards account and clicking on "Personal Information". If you are currently using a PIN you will be required to upgrade to a password.


I have forgotten my password. How can I reset it?

Reset Password


How do I update my email, account information and/or preferences?

First, sign into your account. To update your email address or account information, click on "Personal Information". To update your preferences, go to Preferences at the top of the page to update your information.


How often will I receive an IHG One Rewards eStatement?

You will receive your account activity in a monthly eStatement sent to the email address in your account. If you do not wish to receive these, please update your email subscription in the Communication Preferences section of your account.


I cannot find my IHG One Rewards card. Can I get a new one?

IHG One Rewards no longer issues plastic member cards. You may view all your member information via the IHG One Rewards App or by accessing My Account.


How do I become an IHG One Rewards Elite member?

To learn about the requirements to become an IHG One Rewards Elite member, please view our Member Benefits page.

How long will it take for my IHG® One Rewards points to post to my account after a recent stay?

Please allow five business days after you check out for points from a recent stay to post to your account. If it has been more than five business days and your points are still missing, fill out a Missing Points form.


How long will it take for my IHG One Rewards promotional bonus points to post to my account?

The time needed for awarding points can vary with each promotion, so please allow up to 6 weeks for the bonus points to be posted to your account. If it has been more than 6 weeks and your points are still missing, fill out a Missing Points form.


How do I get missing points credited to my account?

If you have concerns regarding missing points from previous activity, such as hotel stays or IHG One Rewards partners that offer points, please submit a Missing Points form.


Which hotels offer the opportunity to earn IHG One Rewards points?

Earn points through Qualified Stays at any IHG Hotels & Resorts brand: Atwell SuitesTM, avidTM hotels, Candlewood Suites®, Crowne Plaza®, EVEN® Hotels, Holiday Inn®, Holiday Inn Express®, Holiday Inn Resort®, Holiday Inn Club Vacations®, Hotel Indigo®, HUALUXE® Hotels & Resorts, Participating Iberostar Beachfront Resorts, InterContinental® Hotels & Resorts, Kimpton® Hotels & Restaurants, Regent® Hotels & Resorts, participating Six Senses Hotels Resorts Spas, Staybridge Suites®, VignetteTM Collection, and vocoTM hotels.

Members can also earn points for stays at Mr & Mrs Smith partner hotels worldwide, when booked through the IHG website.


How many points do I earn when I stay?

If you enroll in IHG One Rewards while staying at any IHG hotel (excluding InterContinental Alliance Resorts and Mr & Mrs Smith partner hotels), you will earn 1,000 points for that qualifying enrolling stay. For subsequent stays, you will earn ten (10) points per US dollar or local currency equivalent on qualifying stays at most IHG branded hotels and five (5) points per US dollar or local currency equivalent at Staybridge Suites and Candlewood Suites properties. Exceptions include:

At IHG Army Hotels, members earn three (3) points per US dollar

At InterContinental Alliance Resorts:

  • Members must book through IHG Customer Care, IHG Websites, IHG One Rewards App or IHG WeChat mini program to be eligible for points
  • At the Venetian Resort Las Vegas and the Palazzo at the Venetian Resort, Members will earn 2,000 points per Qualifying Stay

At the Venetian Macao, the Londoner Macao, and the Parisian Macao, Members will earn ten (10) Points for each US dollar on Qualifying Stays At IHG Branded Residence properties, excluding voco Residences, members earn two and a half (2.5) points per US dollar, or local currency equivalent

IHG One Rewards is only applicable at select Six Senses Hotels Resorts Spas properties and participating Iberostar Beachfront Resorts properties

 

How is Elite Tier Bonus Earn calculated?

Elite Tier Bonus Earn is the points Elite members earn, over and above the base points earned for each dollar spent, based on their status. Elite members receive an additional bonus based on their tier status as per table found on the Tier Benefits page.

 

Are points earned using the IHG credit card considered Qualifying Points?

No, points earned using IHG Credit Card are not qualifying points.

 

Do IHG One Rewards promotions qualify for Elite Tier Bonus Earn and/or Elite status?

Unless otherwise stated in a promotion’s terms and conditions, points earned as part of a promotion do not count towards Elite status.

 

Can I earn points for stays that occurred prior to my enrollment in the IHG One Rewards program?

IHG One Rewards points cannot be retroactively credited for stays prior to enrollment.

 

What do I need to do to ensure that I earn points whenever I stay at your hotels?

To receive points for Qualifying Stays, be sure to book through IHG Customer Care, IHG websites, the IHG One Rewards app, IHG WeChat mini program, Iberostar website, Iberostar Contact Center, IberostarPro, authorized travel agents (excluding online travel agents such as Expedia.com and booking.com, and unauthorized agents on online vertical travel portals), or directly at the hotel. Ensure your IHG One Rewards member number is added when making the reservation.

 

What is the difference between a stay and a night?

A “night” is considered one night at any of our hotels.  A “Stay” is defined as one night or consecutive nights at the same hotel, regardless of frequency of Check-In/Check-Out.


When is a night or stay considered qualifying?

A "stay" or "night" is qualifying when paying qualifying room rates. See the IHG One Rewards Membership Terms & Conditions for more details on qualifying stays.


What are qualifying room rates?

Qualifying Rates include Reward Night/Free Night*, IHG Employee Discount Rate and most business and leisure rates, such as Advance Saver rates, Best Flexible rates, Global sales negotiated rates (including but not limited to Corporate Gold rates), national/regional/local government rates, and specified leisure rates as confirmed by IHG’s reservation systems. In Asia, the Middle East, Africa, and Greater China (Mainland China, Hong Kong, Macau, Taiwan), Qualifying Rates include all locally negotiated rates. Note: In Greater China, Qualifying Rates also include all corporate negotiated rates settled with hotels via regular payment. In all other parts of the world, locally negotiated rates are classed as Qualifying Rates if the rate is discounted less than 30%.

*When staying on a Reward Night/Free Night, Members will not earn Points or partner miles/credits on the room rate or room rate equivalent; however, Points are awarded for all other eligible charges.

See the IHG One Rewards Membership Terms & Conditions for more details on qualifying room rates.

 

Can I earn points and miles at the same time?

Your IHG One Rewards account must reflect either a points or miles earning preference. However, you can switch from one to the other at any time by updating the preferences on your account. Occasionally, there are IHG One Rewards promotions that offer points only, so if you are a miles earner you will earn points on these offers. This information will be clearly displayed in the promotion details.


How do I change my earning preference?

To change your earning preference sign into your IHG One Rewards account, go to My Account and click Preferences to select your choice of earning IHG One Rewards points OR airline miles.


Other than hotel stays, how else can I earn points?

In addition to points earned on qualifying hotel stays, you can earn IHG One Rewards points on:

  • Eligible charges, charged to the member's room which can include food and beverage, telephone, laundry, and in-room movies. Eligible charges can vary by hotel brand and location.
  • Purchasing goods and services with certain IHG One Rewards partners. View a complete list of our partners on our Partner page.
  • When using an IHG One Rewards Credit Card for everyday purchases.


Other than Reward Nights, how else can I use my points?

You may use your points for travel, shopping, giving back, and more. Options vary by country of residence. Explore our Reward Options or go to My Account to learn more.


How do I earn airline miles for a stay?

You can earn miles with our frequent flyer program partners by changing your earning preferences located in My Account.

To earn miles your frequent flyer account must be in the same name as your IHG One Rewards account.


Can I earn points when I book on third-party sites?

Most rates booked through third-party websites, complimentary hotel stays or any other rates not defined as a Qualifying Rate are not eligible for points.


Which offers am I registered for?

To see your Offers, sign into your IHG One Rewards account. Once signed in, click “Offers” to see the Offers you’ve signed up for.


I don't see a promotion in my Offers. Does that mean that I'm not registered?

While most of the promotions you have signed up for will appear in Offers, there are a few that will not. To ensure you have been registered for a specific promotion, please contact IHG Customer Care.


How will I know which of my stays qualified for a promotion?

You can find the list of your stays that counted towards a specific promotion by signing into your account and clicking “Account Activity” on the menu on the left-hand side.


How do I make sure my stay gets counted toward the promotion if it isn’t listed in the Activity Detail?

If you are missing points from a promotion, please complete the Missing Points form to request a review. An IHG Customer Care representative will use the details you provide to research the problem and contact you with a resolution.


Can I redeem my points for airline miles?

You may convert your IHG One Rewards points to miles/credits with participating frequent flyer programs. Conversions must be made in block increments for specified frequent flyer program partners. To redeem your points for airline miles or credits, please call IHG Customer Care. The posting time of frequent flyer miles varies by airline and can take up to six weeks to post to your frequent flyer account.


Can I convert my airline miles to IHG One Rewards points?

Yes, Finnair Plus Points and Virgin Atlantic Flying Club points can be converted to IHG One Rewards points. Please visit the Finnair partner site or Virgin Atlantic partner site to learn more.


When I convert points to airline miles, how long does it take until the miles are credited to my frequent flyer account?

The posting time of frequent flyer miles varies by airline and can take up to six weeks to post to your account.


How do I deposit point vouchers online?

Go to our Point Voucher redemption page and enter your IHG One Rewards number and voucher number.


Can I purchase IHG One Rewards points?

IHG One Rewards points can be purchased in 1,000-point increments, up to a maximum of 150,000 points in a calendar year. For detailed information and full terms and conditions, go to the Points Purchase storefront and sign into your account.


Can I transfer points to a family member or friend?

Yes, IHG One Rewards points can be transferred to another IHG One Rewards member in 1,000-point increments for a fee of $5 USD per 1,000 points. To transfer points, visit our Transfer Points page.


Do IHG One Rewards Points expire?

IHG One Rewards points never expire for Elite Members. For Club members, points will expire after 12 months if there's no account activity. To maintain your points balance, earn or redeem points once a year through any of our IHG Hotels & Resorts properties or IHG One Rewards program partners.


Can I earn points on meetings?

Yes, you can earn points on qualified meetings by becoming a member of IHG Business Rewards. If you are already an IHG One Rewards member, click here to update your account.

What are the benefits of being an IHG One Rewards member?

To view the benefits of being an IHG One Rewards member, please view our Member Benefits page.

 

Diamond Elite members can choose Free Breakfast as their Welcome Amenity at Check-in. What does this include? How does it work?

As part of the Welcome Amenity choice at Check-In, Diamond Elite members can have the additional choice of a free daily hot breakfast for the member and one registered guest staying in the same room. For example, at a participating property that has a full-service restaurant, a Diamond Elite member and their registered guest would each receive a choice of one main menu item with unlimited non-alcoholic beverages OR full buffet with unlimited non-alcoholic beverages. Hotels reserve the right to exclude certain menu items, such as alcoholic beverages or specialty coffee, from the free breakfast benefit.

This benefit is available at full-service and select-service brands (REGENT, InterContinental, Vignette, Hualuxe, Hotel Indigo, voco, Crowne Plaza, Even, Holiday Inn, and Kimpton).

 

What does Dedicated Diamond Support mean?

Diamond Elite members have access to a dedicated support team with agents who can assist with their booking and hotel-related needs. Diamond Elite members can find more details on how to contact this dedicated support team by logging into their account on the IHG app or website.

 

What are Reward Night Discounts?

Platinum Elite and Diamond Elite members can stretch their points further with access to exclusive and limited time discount promotions on Reward Nights, or nights they book with IHG One Rewards points, subject to eligibility.

 

What are Elite Rollover Nights?

Gold Elite, Platinum Elite and Diamond Elite members can earn status faster by rolling extra Qualifying Nights over to the next year.

For example, if a Gold Elite member stayed 25 Qualifying Nights in 2022, they would earn Gold Elite status for the 2023 calendar year. However, Gold Elite status only requires 20 Qualified Nights, so the additional 5 nights that the member stayed over and above the Gold Elite qualification, will be rolled over in their account and count towards their progress to the next Elite tier in 2024. Please note that rollover nights can only be carried over one-time into the following year.

 

How does a hotel determine if Late Check-Out is available?

Our hotels do their best to accommodate requests for Late Check-Outs, however Late Check-Out availability does depend on available rooms and housekeeping resources, so extending Check-Out may not always be possible.

 

Can members gift their IHG One Rewards benefits to someone else?

No, all benefits are non-transferrable. Find full Reward Nights Terms and Conditions in here.

What are Milestone Rewards?

Milestone Rewards offer a new way for members to choose rewards that matter most to them. Members can make a Milestone Reward benefit choice every 10 Qualifying Nights, starting at 20 Qualifying Nights, according to the chart on the Member Benefits page.

 

How do members earn Milestone Rewards?

Members can earn towards Milestone Rewards benefit choices on Qualifying Nights, including Reward Nights and Free Nights, within the calendar year (note that Rollover Nights do not count towards Milestone Rewards benefits). The Milestone Rewards benefits choices tracker will reset every year on January 1. Members are able to track their Qualifying Nights activity for Milestone Rewards benefit choices in their IHG One Rewards account in either the IHG One Rewards app or website. Once a milestone is reached, members have 90 days to select a Milestone Rewards benefit choice on the IHG website or IHG One Rewards mobile app. If a Milestone Rewards benefit is not selected within 90 days, the Milestone Rewards benefit choice for that milestone expires and will no longer be available. All Milestone Rewards benefit choice selections are final.

 

What are the Milestone Reward choices?

The Milestone Rewards benefit choices now available include:

  • Bonus Points – available as a choice every 10 Nights starting at 20 Nights (up to 100 Nights)
  • Food & Beverage Reward – Available as a choice every 10 Nights starting at 20 Nights (up to 100 nights).
  • Confirmable Suite Upgrade – available as a choice at 20, 40 and 70 Nights
  • Annual Lounge Membership – available as a choice at 40 and 70 Nights

 

What does the Bonus Points Reward include?

If a member selects Bonus Points as their Milestone Rewards benefit choices at 20 or 30 Nights, they will receive 5,000 IHG One Rewards points. If a member selects Bonus Points as their Milestone Rewards benefit at 40 Nights through 100 Nights, they will receive 10,000 IHG One Rewards points if selected.

 

Can members select the same Milestone Reward more than once?

When a member has reached 40 and 70 Nights, they will be able to make two Milestone Reward choices. Bonus Points and Food & Beverage Rewards can each be selected twice at these milestones, while Confirmable Suite Upgrade and Annual Lounge Membership can only be selected once at these milestones.

 

How often are Milestone Reward choices available?

Milestone Rewards are earned every 10 Qualifying Nights, beginning at 20 Nights through 100 Nights. Additionally, when a member has reached 40 and 70 Nights, they will be able to choose two Milestone Rewards options.

 

What does the Food & Beverage Reward include?

Each Food & Beverage Reward can be redeemed for up to $20 USD for eligible food and beverage charges, as long as the charges were applied to the member’s room bill. For more details on how to use Food & Beverage rewards, please click here.

 

Where can Food & Beverage Rewards be used?

For more information on where Food & Beverage rewards can be redeemed, please click here.

 

Can a Food & Beverage Reward be used for a dining experience not associated with a stay?

At this time, a Food & Beverage Reward can only be used in conjunction with a stay and only when applied to the lead member’s room bill.

 

Can multiple Food & Beverage Rewards be combined and used together at one time?

Yes, members can apply more than one Food & Beverage Reward to a single stay room bill, as long as the reward is redeemed prior to check-out. Ambassador members can also apply their Ambassador Food & Beverage credits (where applicable) in addition to any Food & Beverage Rewards.

 

What does the Confirmable Suite Upgrade include?

If a member selects the Confirmable Suite Upgrade as their Milestone Reward benefit choice, they will be able to confirm an upgrade to an entry-level suite, at most 14 days and at minimum 24 hours prior to check-in, subject to suite availability. The reward is valid for a stay up to 5 nights and available for 1 room per stay. If an entry-level suite is not available, a member has the option to confirm a premium room as an alternative. Please note that if the Suite is on a Club floor, this does not include Club Lounge access. This benefit is available at all IHG brands except avid hotels, Atwell Suites, IHG Army Hotels, Holiday Inn Club Vacations, and Six Senses properties. The benefit also is not available at IHG Residences, Mr & Mrs Smith properties or at InterContinental Alliance Resorts (Las Vegas and Macau).

 

How does the Confirmable Suite Upgrade work?

Members can book a stay for up to 5 nights through IHG's website or mobile app on a qualifying base rate. In order to use their Confirmable Suite Upgrade, members must then call IHG Customer Care at most 14 days and at minimum 24 hours prior to check-in to request their Confirmable Suite Upgrade. The IHG Customer Care representative will confirm if there is suite availability for the member's requested stay dates and upgrade their stay to a suite. Once the upgrade is confirmed, the member will receive an updated reservation confirmation email. If there is not suite availability for the member's requested stay dates, the IHG Customer Care representative will offer a premium room alternative, which the member can accept or choose to decline. If they decline, their Confirmable Suite Upgrade will remain valid and they can choose to apply it to a different stay. Confirmable Suite Upgrades are available for use on Reward Nights.

 

Can members use a Confirmable Suite Upgrade and an Ambassador Guaranteed Upgrade for the same stay?

No, Ambassador, Royal Ambassador and Kimpton Inner Circle members will need to choose which type of suite upgrade they want to use for their stay. For example, if an Ambassador member has redeemed their Confirmable Suite Upgrade for an upcoming stay, they cannot request their Guaranteed Ambassador Upgrade upon check in for that stay.

 

Why can’t members redeem Confirmable Suite Upgrades via the app?

We know suite upgrades are one of the most important benefits for our members and we continue to work on ways to improve the benefit availability. At this time, Confirmable Suite Upgrades must be redeemed by calling IHG One Rewards Customer Care.

 

What is the difference between a Complimentary Upgrade (subject to availability) and a Confirmable Suite Upgrade?

Complimentary Upgrades are offered to Platinum Elite and Diamond Elite members, subject to availability, and are assigned by the hotel team at check-in, also they provide an upgrade to the next best available room, which is not always a suite. Confirmable Suite Upgrades are offered as a Milestone Reward and can be confirmed up to 14 days prior to check-in by calling IHG One Rewards Customer Care.

 

What does the Annual Lounge Membership include?

If a member selects the Annual Lounge Membership as their Milestone Reward at 40 or 70 Nights, they will receive Club Lounge access where available, for the registered member plus one additional guest during any stay. Once the Annual Lounge Membership is selected, it will be valid for the rest of the calendar year plus an additional 12 months thereafter. Annual Lounge Membership is not able to be used at Mr & Mrs Smith properties or at InterContinental Alliance Resorts (Las Vegas and Macau).

 

Can a member use their Annual Lounge Membership if they are not currently staying at a property?

No, at this time, an Annual Lounge Membership can only be used in conjunction with a current stay.

 

Is there a limit to the length of stay when using the Annual Lounge Membership?

No, there is no limit to the length of stay while using the Annual Lounge Membership.

 

Can a member select the Annual Lounge Membership more than once in a calendar year?

Yes, a member can select Annual Lounge Membership at 40 nights and then again at 70 nights. Once Annual Lounge Membership is chosen it will be valid to the end of the year plus an additional 12 months (E.g., Annual Lounge Membership Milestone choice selected June 2022 will be valid until December 31, 2023).

 

Can members gift their Milestone Rewards to someone else?

No, Milestone Rewards are non-transferable.

How are hotels’ point amounts determined?

The amount of points that IHG® One Rewards members must redeem for a Reward Night at a given hotel flexes up and down just like cash rates. These fluctuations are based on a variety of factors including, but not limited to, Best Flexible Rate, demand, brand, location and day of the week.

 

How often can a hotel's point amount change?

Point amounts by hotel can vary daily just like cash rates. For a multi-night stay, you will see an average point amount and daily point amounts just like cash bookings.

 

Once a member books a Reward Night could the point requirement ever change?

Once a booking is made, that member will lock in the required point amount. While the hotel's point requirement could go up or down post booking, this will not affect the member's original booking.

 

How far in advance can you see the point pricing for hotels?

You can search and book all hotel rates up to 50 weeks in advance, including rates for Reward Nights. Note that participating Iberostar Beachfront Resorts can be searched and booked up to 2 years in advance.

 

If a guest books a Reward Night and then the point amount decreases, can the guest recoup the difference?

The only way to get a lower point rate that appears after you have already booked a Reward Night is to cancel your existing booking and try to rebook it at the new point amount. Reward Nights are subject to availability, though, so a Reward Night rate could become unavailable before you are able to rebook a canceled reservation.

 

How do variable Reward Night point amounts impact the IHG One Rewards Credit Card “Redeem 3 Nights, Get the 4th Night Free” benefit?

Premier, Traveler and Business Premier U.S. Chase Credit Cardmembers can redeem the 4th night free for any stay of 4 or more consecutive nights regardless of the 4th night’s point amount.

 

Which hotels can IHG One Rewards Credit Cardmembers book using their Anniversary Free Night benefit?

Because the Reward Night point prices are variable, the hotels at which a member can use an Anniversary Free Night, which is valid for Reward Nights priced at 40,000 points or less, will likely depend on the member’s desired booking dates. For a list of hotels that may not be available please visit our Anniversary Night page.

IHG One Rewards Premier and Business Premier Credit Cardmembers also have the option of adding points from their IHG One Rewards account to redeem at hotels whose redemption value is higher than 40,000 points.

 

Will I earn points or miles on Reward Nights?

When staying on a Reward Night, you will not earn points or miles on the room rate or room rate equivalent; however, you may earn points or miles for all other Eligible Charges. “Eligible Charges” can include food and beverage, telephone, laundry, and in-room movies charged to a member's room. Eligible Charges can vary by hotel brand and location.

 

Who is eligible for Reward Night discounts?

Eligible Platinum Elite, Diamond Elite and IHG One Rewards credit cardholders may receive exclusive access to select discounts on Reward Nights at participating hotels. Eligible cardmembers will have early access to Reward Night discounts.

 

Can I use a combination of points and cash on a Reward Night reservation?

The IHG One Rewards Points & Cash function enables you to redeem a combination of your existing points and points purchased at the time of booking, to book a Reward Night.

Points & Cash Reward Nights may be redeemed on the IHG One Rewards website, the IHG One Rewards App, or by calling IHG Reservations.

 

If I cancel a Reward Night reservation that was made through the Points & Cash program, can I get a refund?

If a Reward Night booked using the Points & Cash function is cancelled in accordance with Reward Night terms and conditions and within the hotel's cancellation policy, all points, including the points purchased at the time of booking, will be redeposited into your IHG One Rewards account. The cost for the points purchased is non-refundable.


How late can I cancel a Reward Night reservation?

Most Reward Night reservations will allow you to cancel a day before your check-in date. Individual hotels may have unique cancellation policies, though, so you should always check your individual rate details for more information.


How soon will I get my points back if I cancel a Reward Night reservation?

If you cancel your Reward Night reservation in accordance with Reward Night terms and conditions and within the hotel's cancellation policy, the points will be immediately redeposited in your IHG One Rewards account. Reward Nights cancelled on the day of arrival are subject to review and points refunded may be delayed.


What will happen to my points if I cancel beyond the cancellation date?

If you cancel your Reward Night reservation after the time permitted by the hotel's cancellation policy, the points will be redeposited in your IHG One Rewards account. Reward Nights cancelled on the day of arrival are subject to review and points refunded may be delayed.


Do I need to make a reservation to redeem a Reward Night?

Reward Nights require a reservation. Please select Reward Nights as your rate preference when booking through the IHG website or through the IHG One Rewards App.


How soon can I book a Reward Nights reservation?

While we encourage members to book Reward Night reservations in advance, most can be booked as late as the check-in date, as long as Reward Night rates are still available at your preferred hotel.


What type of room can I book under Reward Nights?

Reward Night reservations apply to standard rooms only as defined by each participating property.


How many rooms can I book under Reward Nights?

When redeeming points for a Reward Night, you may only book one room at a time. Continue to complete your reservation with one room. Once you complete your Reward Night reservation you will be given the option to duplicate the reservation.

What is the nature of the relationship between Iberostar Beachfront Resorts and IHG Hotels & Resorts?

It is a strategic alliance, backed by a long-term commercial agreement, where Iberostar Beachfront Resorts becomes an Exclusive Partner of IHG Hotels & Resorts, with the Iberostar Beachfront Resorts brand becoming the 18th brand within IHG's portfolio.

 

What will become of the Iberostar Horizons Loyalty Program?

The Iberostar Horizons loyalty program has ended. Members who were a part of the Horizons program can join the IHG Hotels & Resorts loyalty program – IHG One Rewards – to enjoy special recognition, exclusive benefits, and earn points for stays. Horizons members will still be able to log in to their Horizons private area on Iberostar’s website to view their stay history.

 

What will happen to current Horizons members’ account?

Horizons members will still be able to log in to their Horizons account via the private area on Iberostar Beachfront Resorts’ website to view their stay history.

 

How can a Horizons member add their IHG One Rewards account to an upcoming reservation at a participating Iberostar Beachfront Resorts?

The guest should add their IHG One Rewards member number to the reservation during check-in, so they can earn IHG One Rewards points and receive benefits for all Qualifying Stays.

 

Will Horizons members get points from previous stays when they transition to IHG One Rewards?

No, the program will not credit any stays prior to the launch of the program or the point of enrollment.

 

Will a member earn points for reservations at an Iberostar Beachfront Resort made before the program launches?

Only If the reservation date is after the program launches, then yes, the member will earn points and receive benefits if the booking was made through an IHG or Iberostar direct channel.

 

Can members find their Iberostar Beachfront Resorts reservations on the IHG website or in the IHG One Rewards app?

At this time, members will only be able to find Iberostar Beachfront Resorts reservations through the Iberostar channels, e.g., Iberostar website or by contacting the Iberostar Contact Center.

 

How can an IHG One Rewards member add Stay Preferences to their Iberostar Beachfront Resorts reservation?

Members will need to contact the Iberostar Contact Center or the hotel to add or request any preferences.

 

Will members receive IHG One Rewards benefits at all Iberostar Beachfront Resorts?

Members can earn points and enjoy on-property benefits at participating Iberostar Beachfront Resorts.

 

Will members earn points when staying at participating Iberostar Beachfront Resorts?

Yes, members will earn points for Qualifying Stays at participating Iberostar Beachfront Resorts.

 

What is the point earning value at participating Iberostar Beachfront Resorts?

Ten (10) Points for each U.S. dollar or local currency equivalent paid toward Eligible Charges on your individual hotel room bill, when members pay Qualifying Rates.

 

Will there be a difference on how many points a member earns per dollar spent at an Iberostar Coral vs. an Iberostar Grand?

No, members staying at all participating Iberostar Beachfront Resorts will earn 10 points per $1 USD for all Qualifying Stays.

 

Can a member earn points for an Iberostar Day or Night Pass?

No, those transactions will not apply to earning points since it doesn’t involve an overnight stay.

 

Can a member earn points for dining at a hotel restaurant when not staying at the hotel?

No, you must be a guest staying at the hotel and charging the restaurant bill to your room folio to earn points.

 

Will members be entitled to all IHG One Rewards benefits according to their status when staying at participating Iberostar Beachfront Resorts?

Yes, IHG One Rewards on-property benefits apply to a member’s stay at participating Iberostar Beachfront Resorts. Note: the reservation must be made direct through IHG’s websites (including mobile sites), the IHG One Rewards app, IHG WeChat mini program, IHG Customer Care, Iberostar website, Iberostar Contact Center, IberostarPro, or directly with an Iberostar Beachfront Resorts hotel. Confirmable Suite Upgrades and Food & Beverage Rewards will be available in the future. Visit the IHG One Rewards terms & conditions for more details.

 

Will an IHG One Rewards member receive program benefits if they make a booking through an Online Travel Agent, e.g., Expedia, Kuoni etc., at participating Iberostar Beachfront Resorts?

With the exception of the Annual Lounge Membership, members must book their stay direct through IHG’s websites (including mobile sites), the IHG One Rewards app, IHG WeChat mini program, IHG Customer Care, Iberostar website, Iberostar Contact Center, IberostarPro, or directly with an Iberostar Beachfront Resorts hotel to receive their program benefits.

 

Will members be able to use their Annual Lounge Membership at Iberostar Beachfront Resorts?

Members who have the Annual Lounge Membership will have access to Star Prestige facilities (where available), excluding Star Prestige guest rooms, at participating Iberostar Beachfront Resorts.

 

Annual Lounge Membership allows members to invite a guest to join them in the Lounge, does this apply to Iberostar Beachfront Resorts too?

Yes, members may invite one guest into the Lounge/Star Prestige area, note the guest must be a registered guest at the hotel.

 

For the room upgrade benefit, if members book a suite are they entitled to receive an upgrade to a two-bedroom villa, if this is the next room category and it is available?

The complimentary one level room upgrade excludes residences as well as 2 bedroom or greater suites/villas.

 

Are Platinum and Diamond Elite members entitled to receive their Welcome Amenity choice upon their arrival?

Yes, upon check-in at a participating Iberostar Beachfront Resort Platinum and Diamond Elite members will be offered the choice of IHG One Rewards points or a Hotel Credit as their Welcome Amenity.

 

Can IHG One Rewards members benefit from the member-exclusive rate when booking an Iberostar Beachfront Resorts property?

Yes, the member-exclusive rate is applicable at participating Iberostar Beachfront Resorts. Make sure members are logged in to their IHG One Rewards account to view and book the IHG One Rewards Member Rate at participating Iberostar Beachfront Resorts.

 

Can members book a Reward Night, Free Night, or Points & Cash stay at Iberostar Beachfront Resorts?

Yes, Reward Nights, Free Nights and Points & Cash stays can now be booked at participating Iberostar Beachfront Resorts on IHG.com, the IHG One Rewards app or by calling the IHG Customer Care.

 

Are Confirmable Suite Upgrades or F&B Rewards coming to Iberostar Beachfront Resorts?

Yes, these Milestone Rewards will be available at a future date.

 

Are IHG One Rewards members who are using their Milestone Reward of an Annual Lounge Membership allowed to bring kids into the Star Prestige facilities?

If the property’s Star Prestige area allows kids into the facilities, then yes, a member can bring their kids too.

 

How does an IHG One Rewards member claim a missing stay, meaning they stayed at a participating Iberostar Beachfront Resort, but their membership number was not added to their booking?

The member will need to contact Iberostar Customer Care and provide their stay details.

The Iberostar Contact Center will complete a ‘Missing Stay/Stay Adjustment Request Form’. IHG RCC will check the form submissions daily for processing. IHG RCC will process the Missing Stay/Stay Adjustment and confirm its completion on the form. IBR Contact Center will receive a confirmation that the stay/adjustment has been processed and the member will see the stay/adjustment in Account management.

 

Which hotels can I use my IHG One Rewards points for a Reward Night including Points & Cash?

Reward Nights can now be booked at participating Iberostar Beachfront Resorts on IHG.com, the IHG One Rewards app or by calling the IHG Customer Care.

 

Why can’t I find IHG One Rewards Reward Nights or any Free Nights on Iberostar.com?

Members must book all Reward Nights and Free Nights for participating Iberostar Beachfront Resorts on IHG.com, the IHG One Rewards app or by calling IHG Customer Care.

 

Why can’t I find any availability for a Reward Night or Free Night at an Iberostar Beachfront Resort on IHG.com?

There may be several reasons for this:

  • The number of guests you are searching for could be below the required minimum or exceeds the maximum amount
  • You are searching for a board type (meal plan) not offered
  • The hotel requires a minimum number of nights
  • There is no longer availability for the dates you have selected

 

Are there blackout dates for Reward Nights or Free Nights?

While there are no blackout dates, Reward Nights and Free Nights are subject to hotel availability.

 

Do the guest count and age details on a Reward Night matter, since I’m using points, or on a Free Night?

Yes! All-inclusive properties, regardless of chosen board type (meal plan), have a maximum number of guests allowed for a Reward Night or Free Night stay. Please ensure your guest count is accurate (including children and their ages) in your reservation to avoid extra charges at check-in.

 

Are Reward Nights/ Free Nights subject to taxes & fees?

Local taxes & fees are subject to payment at Iberostar Beachfront Resorts.