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Best Price Guarantee FAQs


When you book directly with us, we promise you’ll always get the lowest price online. If you find a better price somewhere else, we’ll match it and give you five times the IHG® Rewards Club Points, up to a 40,000-point maximum — so you can focus on your stay, not your wallet.
The Best Price Guarantee is not applicable to hotels in Mainland China, Macau, Hong Kong and Taiwan.

Best Price Guarantee Claim Questions & Answers:

1. What is the Best Price Guarantee (“BPG”)?

It is our promise to our guests that they will get the best rate available online for IHG branded hotels when they make hotel room reservations directly with IHG.   If a lower rate is available on a non-IHG website for an IHG branded hotel room, and that lower rate meets the requirements of the BPG Terms and Conditions, IHG will match the lower rate and provide the individual that submitted the BPG claim 5X (5 times) the IHG® Rewards Club points on the room rate for that stay up to a 40,000-point maximum.  *These bonus points are only awarded to IHG Rewards Club Members.

2. Can I book my reservation directly with the hotel or through the IHG Central Reservation Office and still be eligible to submit a claim?

Yes, but you still must complete the online claim form to take advantage of the Best Price Guarantee.

3. Can I submit screenshot evidence to support the lower rate found?

No, IHG will independently determine the validity of any claim and will not review documentation provided in lieu of an online Claim Form or as part of the validation process for a submitted claim.

4. Can I e-mail Best Price Guarantee directly with a claim rather than filling out the claim form?

No, all claims must be submitted via the online Claim Form to be eligible.

5. Who do I contact if I do not receive a response within 24 hrs. after submitting my Best Price Guarantee Claim?

Please allow 24hrs for claims to be processed. If you have not received a response to your claim after this time, please e-mail the team at bestpriceguarantee@ihg.com.


6. Can an IHG Rewards Club membership number be added to a reservation after check-out to get the 5X Points Award?

Unfortunately, the 5X Points Award cannot be awarded after check-out.  Please ensure your membership number is added to the reservation before you check-out of the hotel.

7. When will my 5X Points Award be processed?

The 5X Points Award will be awarded upon completion of the stay and in accordance with the terms set forth in the terms and conditions of the IHG Rewards Club program. Please visit https://www.ihg.com/hotels/jp/ja/global/customer_care/member-tc to review these terms and conditions

8. What if I don’t see or agree with the number of points included in the 5X Points Award received for my stay?

Please e-mail the Best Price Guarantee team at bestpriceguarantee@ihg.com. The team will review your inquiry and get back to you. Please note that all bonus point awards will be determined in IHG’s sole and absolute discretion, and its decision is final.

9. Do I need to make a reservation to submit a Best Price Guarantee claim?

Yes, A valid reservation at an IHG branded hotel, booked through an IHG direct channel (such as an IHG website, call center or mobile app), is required to submit a Best Price Guarantee Claim.

10. Will my 5X Points Award bonus points count towards my IHG Rewards Club membership level?

No, the points included in the 5X Points Award that are above and beyond what you otherwise would have earned on the room rate for your stay will be awarded as bonus points, which do not count towards a guest’s membership status.

11. Can my Best Price Guarantee bonus points expire?

Yes, please review the IHG Reward Club terms and conditions for more information regarding point expiration.

12. Is there a limit as to how many bonus points I can receive per claim?

Yes, bonus points cannot exceed 40,000 points per claim.

Updated on January 9, 2018