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Customer Care


Top FAQs

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 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.

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.

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.

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.

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.

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.

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 still be redeposited in your IHG One Rewards account but the hotel will charge the credit card used to make the reservation, in the amount of the hotel’s cancellation fee.

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.

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, 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 the InterContinental Alliance Resorts, Venetian Resort Las Vegas and the Palazzo at the Venetian Resort, members earn 2,000 points per Qualifying Stay
  • 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

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, be sure to book through IHG’s websites, the IHG One Rewards App, IHG WeChat mini program, IHG Customer Care, or directly with an IHG branded hotel. Ensure your IHG 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” can consist of any number of 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 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%.

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.