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Coastal‑view guest room at Hotel Indigo Grand Cayman Hotel Indigo Grand Cayman

Support

Frequently asked questions

IHG Destined

IHG Destined

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What is IHG Destined?
Description

IHG Destined is IHG's luxury amenity program, available exclusively to agencies working with IHG's luxury sales team.

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Destined Portal

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What is the IHG Destined portal?
Description

This portal is a resource designed to help luxury travel advisors working with IHG to access relevant information. The focus is on hotels and resorts within IHG's luxury and lifestyle collection of brands, but you can search for information on all IHG brands.

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Benefits

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What benefits do my clients get if I book an IHG Destined rate for their stay?
Description

When staying on an IHG Destined rate, your clients will receive the following benefits per stay:

- $100 US credit (or equivalent local currency). Usage of the credit depends on the hotel, and does not extend to any facilities on property that may be run by third parties.

- Complimentary full breakfast for up to two guests.

- Locally-inspired welcome amenity.

- Turndown service on all room categories.

- Early check-in and later check-out, subject to availability.

- One-level room upgrade within the room category, subject to availability.

- IHG One Rewards points for IHG One Rewards members.

Note that consecutive nights at the same property are classed as a single stay. Benefits will not be provided more than once if advisors break stays into multiple consecutive reservations.

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Luxury Benefits

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What are the benefits to luxury travel advisors who book client stays on an IHG Destined rate?
Description

IHG Destined stays are commissionable at standard percentages. From time-to-time, enhanced commission offers may be available for specific stays.

If your client is a member of IHG One Rewards, as the advisor that made the booking, you'll earn IHG One Rewards points 2-3 weeks after the guest checks out. (Applies to client stays on IHG Destined rates only. See below for more information.)

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Advisor Points

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How do I ensure I get advisor points when I book an IHG Destined rate?
Description

Both you and the guest must be members of IHG One Rewards for you to earn points on IHG Destined stays. Both IHG One Rewards member numbers must be attached to the reservation before check-out. The IATA or TIDS on the reservation must match the IATA or TIDS you attached to your IHG One Rewards account when you registered for the IHG Destined portal.

- If you are booking an IHG Destined rate through the IHG Destined portal, your IHG One Rewards member number will automatically be attached to the reservation as the advisor.

- If you are booking an IHG Destined rate through the GDS, ensure the guest's IHG One Rewards member number is on the booking as usual, and insert your own IHG One Rewards member number in the special instructions field. Write the word agent, followed by your own 9-digit IHG One Rewards account number. E.g. Agent123456789

- If you have booked the IHG Destined rate by calling our central reservations office, or with the hotel directly, or if you forgot to add your IHG One Rewards member number in the special instructions field in a GDS booking, you can add it via the Client Stays page on the IHG Destined portal. Under your stays dashboard you will see a reservation lookup widget. Input the necessary data to retrieve the reservation.

Important things for you to know:

- Your client must be an IHG One Rewards member in order for you to earn points on their stay.

- Only bookings on an IHG Destined rate (including any IHG Destined special offers) are eligible for you to receive points.

- Your IHG One Rewards member number can't be attached to a reservation after your client has checked out. If your member number is not on the reservation before check-out, you won't be awarded points for that client's stay.

- Bookings you make for clients do not count toward your own IHG One Rewards Elite status and do not qualify for any IHG One Rewards offers or promotions.

- If another advisor's IHG One Rewards member number is attached to a reservation, or if your IATA or TIDS does not match the one on the reservation, no points will be awarded to you.

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Other Rates

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Can I get the IHG Destined benefits on other rates?
Description

No, IHG Destined benefits are only available on IHG Destined rates. Other rates with other benefits may be available.

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Booking

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How do I book the IHG Destined rate through the portal?
Description

Select the IHG Destined rate when you shop and book for your client.

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Booking through GDS

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How do I book the IHG Destined rate through the GDS?
Description

The IHG Destined rate is published through Sabre, Apollo and Worldspan using rate access code XLO. It's published through Amadeus using rate access code LXO.

Access to IHG Destined via the GDS is managed using pseudo city codes (PCCs). If you believe your agency's PCCs have not been set up, contact your IHG Account Director.

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Booking through Hotel

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Can I book the IHG Destined rate directly with a hotel?
Description

Yes, you can call or email a hotel that's part of IHG Destined to book the rate directly with them. You will need to provide your agency's IATA or TIDS number as part of the reservation.

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Properties

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Which properties are part of IHG Destined?
Description

IHG Destined is a curated selection of hotels from IHG's luxury and lifestyle brands that meet a set of qualifying criteria and consistently deliver high standards of guest satisfaction for product and service. They're identfied within this portal with a Destined flag.

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Personal Stays

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Are IHG Destined benefits available for my personal stays?
Description

IHG Destined rates are only intended to be used for client stays. See below for information relating to your personal stays at IHG Hotels & Resorts.

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Still have questions?

IHG Destined

For questions about the IHG Destined program, contact your IHG Account Director directly or email our luxury sales desk

IHG Destined Portal

For questions about this portal, email our IHG Destined portal support team

Commission

Commission Policy

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What is IHG’s commission policy?
Description

The IHG global standard commission is 10% of eligible commissionable rates that are exclusive of taxes, service charges and additional fees such as, but not limited to, resort fees, rollaway fees, miscellaneous fees, and gratuities.

Travel agencies must have an active and valid accreditation/membership with at least one of the following: ARC, IATA, TIDS, TRUE or CLIA. The accreditation/membership number must be included at the time of booking.

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Commission Rate

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How can I see what rates are commissionable?
Description

You can check whether a rate is commissionable or not by selecting a rate and hovering over the ‘i’ icon. Commission percentages can vary.

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Commission Tracking

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How can I track my commission on a specific booking?
Description

To inquire about a specific booking, email commission.services@ihg.com and include the following information in your inquiry: 

• Confirmation #
• Guest name
• Hotel name
• Dates of stay  

The IHG Commission Services Operations Team will respond to your email within 7 days. If you want to know if your IATA number is attached to a client booking, please note that IHG Commission Services can only see details of a booking after the client’s departure.

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Still have questions?

Commission support

For questions about your commission statement, contact the IHG Commission Services Operations Team at commission.services@ihg.com

GDS

GDS Chain codes

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What are IHG's GDS chain codes?
Description

6C — IHG master chain code
CP — Crowne Plaza® Hotels & Resorts
IC — InterContinental® Hotels & Resorts
HI — Holiday Inn
HS — Holiday Inn Express
HI — Holiday Inn Club Vacations
WE — Atwell Suites(TM)
VA — avid®
YO — Candlewood Suites®
VN — EVEN(TM)
IJ — Garner(TM)
KC — Kimpton Hotels & Restaurants
IN — Hotel Indigo®
UL — Hualuxe® Hotels & Resorts
RE — Regent Hotels & Resorts
IG — Six Senses
SP — Special Properties
YZ — Staybridge Suites®
VT — Vignette(TM) Collection
VX — voco®
AN — ANA Hotels
IB — Iberostar Beachfront Resorts
VQ — Ruby

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Booking

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How do I book the IHG Destined rate through the GDS?
Description

The IHG Destined rate is published through Sabre, Apollo and Worldspan using rate access code XLO. It's published through Amadeus using rate access code LXO.

Access to IHG Destined via the GDS is managed using pseudo city codes (PCCs). If you believe your agency's PCCs have not been set up, contact your IHG Account Director.

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Rates not found

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Why can't I find IHG Destined rates in the GDS?
Description

Access to IHG Destined via the GDS is managed using pseudo city codes (PCCs). If you believe your agency's PCCs have not been set up, contact your IHG Account Director.

IHG Destined rates may not be available for the specific property or stay. If you can see the IHG Destined available for the stay in this portal, but can't find it in the GDS, and you know your agency's PCCs are set up for access, please email our GDS support team and share information about the stay you are looking for, and the GDS you are searching in.

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Reservation

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If I make a booking via the GDS, how do I ensure this reservation shows in my Client Stays list in the IHG Destined portal?
Description

If you are booking an IHG Destined rate through the GDS, ensure the guest's IHG One Rewards member number is on the booking as usual, and insert your own IHG One Rewards member number in the special instructions field.

E.g. if your IHG One Rewards number is 123456789, you should enter "Agent123456789" in the Special Instructions Field.

If you have already made a reservation through the GDS, and did not include your own IHG One Rewards number on the booking, you can add it via the Client Stays page on this portal. Under your stays dashboard you will see a reservation lookup widget. Input the necessary data to retrieve the reservation. If the IATA number on the reservation matches the IATA number paired with your IHG One Rewards profile, the reservation will appear in your Client Stays list.

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Still have questions?

GDS Support

For all GDS issues, contact the Travel Agent GDS Help Desk

Reservation support

For booking assistance, please call one of our Worldwide Reservation Offices in your region.

Group bookings

Have questions about booking for groups of 10 rooms or more email:   1800meeting@ihg.com

Your personal travel

Personal Trip Booking

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How can I book a personal trip if I'm logged in to the IHG Destined Portal?
Description

Most of the pages within the IHG Destined portal feature a booking bar at the top. In the "Special Rates" dropdown, select Travel Agent Rate. This will identify you as the guest on the reservation.

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Discount

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Does IHG offer a discount for professional travel advisors to use on their personal stays?
Description

Yes, professional travel advisors may be able to access a discount of up to 25% off bookings on participating hotels for personal travel only.

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Terms and Restrictions

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What are the terms and restrictions of the agent discount?
Description

You can book up to 2 guest rooms per stay for personal travel via the IHG Destined portal, at least 24 hours in advance of arrival. You’ll need to present your Travel Industry ID/IATAN Card, Agency Business Card or employment authorization on agency letterhead at check-in. This discount is non-commissionable.

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Work Related

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I am travelling but my trip is work-related. Can you help me?
Description

Please contact your IHG Account Director to discuss your trip.

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Still have questions?

Reservation support

For booking assistance, please call one of our Worldwide Reservation Offices in your region.

Group bookings

Have questions about booking for groups of 10 rooms or more email: 1800meeting@ihg.com

IHG One Rewards

IHG One Rewards Support

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How do I get to my IHG One Rewards account from here?
Description

To review your IHG One Rewards account, click Sign In at the top of the page, or click on your name if you are already signed in.

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Multiple to One

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How can I combine multiple IHG One Rewards numbers into one account?
Description

For support with duplicate IHG One Rewards accounts, please contact IHG Customer Care.

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Still have questions?

IHG One Rewards support

For all questions regarding IHG One Rewards points and accounts, visit: IHG Customer Care

Learning hub

Training Required

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Why should I take any of the education available here?
Description

IHG is focused on mindfully expanding our luxury property portfolio. Our ambition is that the education provided in the IHG Destined portal will help keep you up-to-date with what we have today, and what we're bringing you and your clients tomorrow.

The live interactive sessions are exclusively available to our IHG Destined agents, to give you unique insight into some of our hotels and resorts and the experiences your guests will have when they stay. They also give opportunities to engage with some of the leaders whose teams will look after your clients when they stay with us.

Understanding IHG’s hotels and the key differentiators between our brands will help you match clients with the right property for each stay.

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Training Duration

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How much time does the education take to complete?
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Most courses are designed to be completed at your own pace. Foundational brand courses typically take about 15 minutes per module. The duration of videos and recorded interviews will be included in the description, and you can pause and re-start where you left off if needed.

If you join any live sessions, we'll let you know how long these are expected to run so you can plan accordingly.

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Why Training

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Do I have to take any of this education?
Description

While the training in the learning hub isn’t currently required to maintain your access to the IHG Destined Portal, it offers a wealth of knowledge to help you navigate all things IHG. Our intention is that the education provided here will increase your efficiency at work, and your credibility with your clients.

Your agency may require you to take some or all of the training provided.

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Languages Offered

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What languages are the courses offered in?
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The foundational courses are available in up to 13 languages depending on the brand.

Interactive sessions and any recordings will typically be in English only unless otherwise stated in the event description.

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Access

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Can I access all IHG brand education?
Description

Yes. While the focus in the IHG Destined Portal is IHG's luxury and lifestyle brands, we know that you may also book stays at other types of properties. You can access information about all of IHG's brands through the Learning Hub.

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Still have questions?

IHG Agent Portal training support

For all questions regarding IHG Agent Portal training, email: ihgdestinedportal@ihg.com

Client stays

Client Bookings

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What client bookings are shown on my dashboard?
Description

Your client stays dashboard shows active and future reservations that:
 

1. have your IHG One Rewards member number attached to them as the advisor responsible for the reservation, AND
 

2. have an IATA attached to the reservation that matches the IATA attached to your IHG Destined portal profile.

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Member Number

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How do I attach my IHG One Rewards member number to new bookings so they show on my dashboard?
Description

If you make a client reservation through the IHG Destined portal, your IHG One Rewards member number will automatically be attached to the reservation as the advisor.
 

If you are making a reservation through the GDS, ensure the guest's IHG One Rewards member number is on the booking as usual, and insert your own IHG One Rewards member number in the special instructions field. Write the word agent, followed by your own 9-digit IHG One Rewards member number. E.g. Agent123456789

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Upcoming Stay

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How do I add a client's upcoming stay to my dashboard?
Description

If you have made a booking by calling our central reservations office, or with the hotel directly, or if you forgot to add your IHG One Rewards member number in the special instructions field in a GDS booking, you can look it up using the confirmation number and the primary guest's last name above.

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Reasons for not adding to dashboard

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Why can't I add a booking to my dashboard?
Description

This could be for a couple of reasons:
 

1. The confirmation number and/or the primary guest's last name don't match our reservation data.
 

2. The reservation was made via an OTA or a third party. These can't be tracked to you individually as the advisor.
 

3. The IATA on your IHG Destined portal profile doesn't match the IATA attached to the reservation.
 

4. The reservation is already attached to another advisor.
 

5. The stay has been cancelled, or already completed.

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Another Advisor

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Can I add a client stay if it was originally booked by another advisor?
Description

No, the reservation can only be attached to the advisor who made the original booking.

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Check Out

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Can I add a stay after the guest has checked out?
Description

No, your advisor IHG One Rewards member number can only be added to reservations before the guest has checked in.

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Completed List

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Can I add previous stays to my completed stays list?
Description

No, you can only add stays to your dashboards before the guest has checked in.

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Still have questions?

Questions on the client stays dashboard?

Email our IHG Destined ihgdestinedportal@ihg.com

Managing your account

Where can I see the terms & conditions relating to this site?

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Where can I see the terms & conditions relating to this site?
Description

Terms & conditions relating to the IHG Destined Portal can be found here. IHG One Rewards member terms & conditions can be found here.

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Agencies Change

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What should I do if I change agencies?
Description

If you change travel agencies, you’ll need to update the IATA/travel industry number in your profile to match your new agency. To do so, please contact the ihgdestinedportal@ihg.com. 

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Still have questions?

IHG One Rewards account questions

For all questions regarding your IHG One Rewards account and settings visit: IHG Customer Care

IHG Destined Portal Questions

For questions around issues with IIHG Destined portal please email us at: ihgdestinedportal@ihg.com