No IHG Free Night Extension – A Prime Example Of Screwing Customers
There will be no IHG free night extension. This is a perfect example of a company screwing over its customers. To be clear: I have no IHG free night awards, so this doesn’t personally affect me. However, the disdain for customers becomes truly clear when you compare the fact there’s no IHG free night extension to what other hotel chains are doing during this time.
No IHG Free Night Extension
The nuts & bolts are this: IHG previously extended free night awards, with a new expiry of December 31, 2020. Given that travel has not fully rebounded, and given that some of their properties are inaccessible due to laws and local regulations, many people have free night awards that will go unused. IHG easily could extend these to help their customers out. It would do a lot to build brand loyalty (which is a two-way street, the brand should be loyal to its elites).
I will point out that all certificates issued in 2020 have 18 months’ validity. That’s good. That’s more than the normal length of 12 months. However, all of IHG’s competitors have extended certificates (without much effort) past December 31, 2020. IHG is screwing over its customers by putting people in the position of choosing between 1) less than optimal redemptions, 2) traveling when/where they don’t feel comfortable, or 3) letting the free night award expire without use. It’s simply a bad play on IHG’s part.
What Are The Competitors Doing?
To really highlight had bad it is that there’s no IHG free night extension, just look at their competitors. ALL of them are extending free night awards.
- Hilton: Hilton extended free night awards to now expire on August 31, 2021
- Hyatt: Hyatt’s free night awards are extended until the end of 2021
- Marriott: Free nights will not expire until August 2021
Final Thoughts
The fact there’s no IHG free night extension is a bad customer service move in and of itself. The fact literally every competitor is doing much, much more than them makes it look even more ridiculous. Hotel brands depend on loyalty, and I think IHG is shooting itself in the foot here, trying to save a dollar today while losing big time in the future.
They depend on credit card holders as part of their annual revenue. Those credit card holders are being screwed over, and I bet a lot of them will remember it when it’s time to pay the annual fee to renew their credit card membership. Why push away a bunch of customers, losing annual fees and future loyalty? This is a bad move on IHG’s part. It really is a lesson in how to screw over your customers in the short-term and then screw yourself worse in the long-term.
As I started writing this, rumors started that IHG will extend free night certificates. Maybe they read my mind. Even if they come true many people will have already used their certificates before they wanted to because IHG waited till the last minute to do any extension.
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“Screwed” Bahaha. GTFO. I knew the exp date and I booked a very nice stay at the Kimpton Vero Beach Florida a couple weeks ago in order to put them to use before they expired. Got about $250/nt value out of the certs. Plenty of rooms were available and AA was offering up low mile awards. Almost all the restaurants were open in town. Nobody forced you to stay in and let the certs expire so stop grandstanding saying IHG “screwed” you.
OK. Let’s just say IHG has been way below all their competition when it comes to being customer friendly with COVID-19 extensions. Perhaps the gentler language will keep the IHG apologists at bay.
You’re right. Nobody forced me not to travel. Being over 65 it was just my personal choice based on all the facts of the situation.
MG – The same could be said that no one forced you to travel, so I don’t get your point. Laws, people with health risks, and tons of other reasons make travel difficult or impossible for some people. IHG has failed to come anywhere close to what competitors are doing. You chose to travel and had a good redemption. Others aren’t in your position, so claiming everyone is seems a bit odd.
[…] Stalling on Free Night Extension: Ryan from Miles to Memories writes about IHG’s failure to extend its free night certs despite difficulties traveling […]
So many of these responses are hilarious to read. It would not surprise me if the majority of people complaining pay either $49 or $89 annually for their card and then put little to no spend on it the rest of the year. In most instances, it would be foolish to do so. They then attempt to maximize their one free night for as much value as possible and then show little to no loyalty to IHG the rest of the year. And yet these same people are complaining about how IHG is treating them and threatening to cancel their card as a form of protest. What makes you think IHG cares if they lose these cardholders? They probably lose money on them anyways, especially if they have to reimburse during high occupancy. And to those “walking away” from IHG, when your next trip offers you an IHG hotel that costs $125 a night versus another brand that costs $200 per night with similar amenities, you will still book the lower cost room through a cash back portal and put the charge on a CC that offers 3-5 points per dollar on travel. I know I will.
You’re right. They probably don’t care about cardholders (and possibly other customers). So, why do they even have a card or a program? Their card really isn’t good for spend, so if you also can’t make good use (or possibly any use) of the reward night, its just not worth having the card.
Greg,
Agree with you. They set the rules, and I (we) play by them.
Greg – I agree that a lot of people probably don’t put much spend on their cards. That means they have no right to say IHG’s actions are bad customer service? They have no right to vote with their dollars and their loyalty, going elsewhere? That’s an approach I just can’t agree with.
And the people that do use their card and do spend? Duck is then?
Year after year I cash in our two Chase IHG certs for rooms that costs much more than I paid for them. This year, for the first time, I might not use one of ours. Doesn’t make me angry. Not something to get upset about.
DJ. You seem to really twist things towards IHG. And do you really think you could close your program down and ever be trusted again? You mention “these programs offer so many benefits”. When I was IHG Spire I saw very little of that. Maybe we stayed at different properties since IHG properties do vary greatly as to how they act (much more independent than other programs).
Carl, why frame my opinion as “twist,” versus yours and others’ are they not twists too? Some are labeling posts as “fact” but we’re all just expressing opinions on the only fact that is relevant which is, IHG hasn’t extended their 18-month certificate expiration. Everything else is opinion, or tangential fact, e.g., that IHG gives 18-months to begin vs. 12. Yes, I believe programs can and do shut down, or merge, or are devalued significantly, and trust isn’t always wiped out; I won’t open a new debate with examples other than to say if folks abandoned programs during changes/downgrades, few would remain enrolled, and that’s not the case. As to IHG, with my minimal CC status, and only 3 stays/5 nights in 3 years (2 certificates, 1 paid, at 2 ICs and 1 suite line (Lake Placid, Porto, and NYC)), all offered express desk check in, upgraded room, desert/drink at bar, extended checkout, and daily waters, and once was “guest of the day” or something like that with a points bonus and I wasn’t even paying for the room! Hopefully you see how far from screwing us that a member like me sees this issue. My bigger debate/concern is all the trashing of the hospitality industry for such a small issue when we’re lucky we still have one – so many predicted by this point half would be gone. Is “trust” the issue? The real issue is “benefits.” Those in this hobby – and not stressed about it – IMHO will embrace the benefits we have per program rules, max them when we can, and realize that what we have today may be gone tomorrow.
Ryan. What gets my goat is that you state as a fact the certs are expiring. I haven’t read an official comment. Please don’t type Clickbait headlines as I’ll unsubscribe here the same day I cancel my Chase IHG credit card.
All this will or may happen by 12/31. As for me, there are several properties in Manhattan that I can use the cert.
The certs expire Dec 31.
Sure, IHG can change that, but everything I’ve said is a fact. The certs expire and IHG hasn’t extended them like all its competitors have.
These are the facts.
Please don’t dig in here. Everyone hopes they get extended, but everyone reading knows that probably won’t happen. We all know the facts as is, so please take down the chill.
I guess I’m confused by your comment then…
Your first comment said I shouldn’t state as a fact things that are facts, I point out they are facts, you now agree they are facts, but…? I’m lost.
Dhammer53, none of your comments here make sense.
I had 2 x IHG rewards set to expire Dec 2020 & 2 x rewards set to expire Dec 2021. I was lucky to be able to book 2 night using my free nights before the end of year but after my stays instead of IHG using the 2 x oldest cert expiring in 2020 they used 1 x old & 1 x new Cert. After some back & fourth with IHG and them telling me by default the oldest certs are used first which is false. There fix is they will void out my unused 2020 night and told me to call them so they can book it manually sometime in 2021, which of course is a headache and who knows who ill deal with when that time comes.
Just a notice to everyone who has 2 x cards as I do & thinks they may have booked a room using there oldest soon to expire certs, double check them on your account.
Mike – I hope you got that in writing…
Yes for sure I marked the email and stuffed it in my digital folder as im expecting a fight over it when I actually do try to use it
That’s the A-game
Yes same situation for me with 1 new night. Take a screenshot and email customer service before your old nights expire. They will probably send you an email saying to contact CS when you plan to book and they will manually credit those old nights that your about to lose.
Thank you for this info! I just checked my account and they did the same, used one of my free nights for 2021 instead of the one expiring in 2020. On the phone for 1/2 hour but they straightened it out and reinstated the one expiring in 2021.
I used my 2 going to the Berkshires to a resort where pretty much all the resort features were closed. Plus most of the attractions in the Berkshires were closed. Was it nice to get away? It was OK. Would I have rather done something better? Sure, but I didn’t want to go in a city. Did IHG screw their customers compared to everyone else? Absolutely, and the fact they still haven’t announced is still jerking them around. I bet they will announce they won’t extend. Marriott announced they would extend theirs by 12/11, and actually did it early. I had a trip planned and changed it and my certs vanished. I called and they extended them early (even earlier) as I am booked at the Westin in Cozumel 2/7 thru 2/14. A big difference in corporate strategy!! And actually, all the hotels are doing a much better job than any of the cruise companies-who have screwed their customers-especially the solo ones!
Stephanie – thanks for sharing about using your certs and the experience. Good to see first-hand views, since I have no certs personally.
Stephanie- if you have 2 x IHG cards double check your IHG account, click on your “free nights” and ensure they deducted your 2 oldest night set to expire first and not your newest issued nights as they did to me.
I checked and they deducted my newest nights, making the 2 oldest practically worthless. Yes, I feel I got screwed.
We used 3 certificates in Lake Placid in August 2020, spaced out over a week up there. Town was fantastic, pretty much everything open (PPE of course). No less a vacation than any other visit up that way. One of the nights was at a top end IHG property that normally would not have accepted the 1-night certificate for their category hotel – therefore, maybe some things are being done by IHG or their properties behind the scene, i.e., widening the choices of hotels where the certificates are being accepted?
This is basically a clickbait argument. I’ve already taken the bait will kick in my two cents. IHG is not Marriott (or even hyatt) in terms of how tightly the brand is managed. Individual hotels have more autonomy and in return they keep more of each $ you spend than some other hotel business model. Payments to hotels on free nights are generally poor. In a world where decision need to made ticking off individuals hotels vs a subset of customers may be a easy call. Hotels can and do leave hotel brands. IHG makes money on credit cards. Chase also makes money. People grandstand about greedy companies if they like but B-B relationships almost always matter more than B-C. Economics are much more straightforward. What’s the point? Customer service is ancillary service, even in hospitality. Can someone name a hotel CEO that came up through customer service? Hotel credit cards are basically a two-sided bet that by giving money to hotel/bank now you can capture more value in the future. That bet (and lots of others) didn’t play out in a predictable way in 2020. Laugh at it move on. Don’t get made at the dealer.
I disagree that we should just accept brands doing as they please and not call out customer-unfriendly practices.
If this is the threshold so many have to have someone or something cross to feel “screwed” I can only offer that you may have led a charmed life because actually getting screwed is so much worse. And have you never watched companies go bankrupt over far less than the industry is up against?!?! Hertz? Oh why bother listing they’re just heartless corporations right?
DJ – it feels like you’re intentionally trying to misunderstand what I’ve said and then making a bunch of accusations about me without knowing anything about me / putting words in my mouth.
We’ll just have to disagree on this. Thanks for reading.
Ryan, my apology for using “you” implying, you as an individual. My post was not intended to be personalized, I intended “you” to be the collective you of those posting comments (most of which have landed on your side of the viewpoint). I do not follow the plurality of accusations you feel were made, nor what words I’ve posted that are inaccurate. Most importantly, my apology for the errant way I wrote the post. I fully understand your postings – they are clear and specific, and I can put myself into a place where I could see someone thinking that way. But for me, I stand by my way of thinking, that so long as I receive what I was offered in any relationship (as we all did), that one business goes beyond and another doesn’t, that isn’t for me “being screwed.” As many have posted on similar topics – what is in store post-pandemic? Will Marriott and others who extended certificates raise their rates while IHG doesn’t? There are no free lunches, they only have one pie to distribute, if you eat a big piece now, your piece of the pie a year from now might not taste so good.
Some can defend IHG all they want. It’s clear is doing less than than competition. I am 65 and chose not to travel this year, including this month. If some chose to travel that’s OK, as I am not out to tell anybody what to do or criticize their choices. I also don’t care if some feel I should have traveled, and used my cert.
I have a cert running out this month. I can only say if I lose the cert IHG loses a customer (formerly Spire elite), and I drop the Chase IHG card. They can think short term or long term. That’s up to them.
Carl – I think this is where many people are feeling burned, which is why it comes off as bad customer service. I hope they do extend them, but dragging it out is bad policy. Waiting until the last minute just comes off like they hope 90% of people waste the cert in desperation, and they only have to extend 10% of the certs. That’s not cool.
IHG Leadership making some short sighted decisions and not planning on the lomg term. Once travel opens up it will open up big! A full year of demand has built up ready to blow! The other brands know they need to do everything they can to ensure customers choose them in 2021 because once you choose your brand you will stick with them to buikd youe status. All these reduced status requirements are settign the stage for a huge oush in 2021. IHG will be on the sidelines wondering what happened.
Rich – That’s how I see it also.
Thanks for posting this. Loyalty is a two way street. If they don’t extend my free credit card night, I’ll cancel my credit card. We have many choices out there for cards…and over 100 million Americans are at elevated risk, so do not travel for now. COVID has shown the true colors of companies who care…for example, I love that more airlines are eliminating expiration of miles. How each company treats its customers and employees during these difficult times will be remembered.
JC – I hope people do remember how companies treat them during this time!
So IHG will not be extending the certificates? Sounds like nothing is official yet. If no official word why was the article written, if official word is yet to come?
CW – they haven’t extended the free nights, leaving customers wondering until the last minute. It’s bad policy, and we feel it’s important to call attention to both the good and the bad in this hobby.
CW – Under that logic who can say anything? Anything can change right up to the last minute. And then the info is too late to do anybody any good. No extension is the current IHG policy until they say different.
What hotel is that in the picture with waterslides and lazy river? I assume somewhere in orlando?
Holiday Inn Club Vacations Kissimmee FL
Agree with you, Ryan. Thanks for spotlighting this bad customer service.
Hi Ryan,
I really appreciate you speaking out for the ordinary folks. Pretty sad to see some defending greedy big corporation. I really wouldn’t cost them a whole lot to extend the certificates. IHG really need to step up and show some compassion during this time or else the customers will vote with their wallet.
Quit whining – sure international and certain domestic hotels aren’t available but ANYONE can find a way to use a certificate within 12 months (even in 2020). You can’t tell me most people that read this blog haven’t traveled (I’ve probably been on 10-12 different leisure trips and stayed in 20-25 different hotels since June). Use it for a night out w your spouse or add a free night to a trip you otherwise may take. Sure it may be Holiday Inn Express instead of Intercontinental or Kimpton but you can easily get value.
IMHO the airlines and hotels have been overly generous and time to get back to a more normal pattern.
Ditto.
AA – there’s no whining in the post. Every other brand is doing far more than IHG, which is a fact. Yes, we have different opinions, but at the end of the day this is a bad customer service move when people look around and see how every other brand is offering them more. You can think they’re offering too much, but people don’t stay loyal to brands who offer less than their competitors. That’s the bottom line.
Not being competitive is one thing, “screwing customers” is another.
I think it screws their customers when a company doesn’t offer competitive service and hopes the customers waste free night certs on redemptions they didn’t really want, just to avoid losing the cert. Seems to fit the definition of screwing customers pretty well 🙂
If that’s the standard, you’ll be hard-pressed to find a company in travel industry that doesn’t screw their customers occasionally.
Yes, I agree. Does that mean we shouldn’t call it out? That seems to be the underlying sentiment, unless I missed something?
FYI, my wife and I each have a Chase anniversary free night that expires 12/31/20. I just chatted with an IHG rep who gave the following vague statement of IHG’s intent: “Later this month, we are planning to share an update with cardholders about anniversary certificates with a 2020 expiration date – know that the update will be shared before any 2020 certificates expire.” Doesn’t really say what is going to happen.
ABC – I saw that statement in another place today, also. It’s almost like they’re waiting until the last minute in hopes everyone will redeem for a low redemption / nearby property and then they can save money by not having to extend so many certificates/not give them out for nice awards.
They will extend after most people already used them before they wanted to out of panic.
But then were they really “unusable?”
Respectfully disagree, the 18-month window is adequate, and far better than the 12-month windows; I’d rather have consistent 18-month than watching and waiting for 12-months to be extended.
… and having my mid-2020 certificate good well into January 2022, no reason to complain IMHO.
… and that the night came from a cancelled Premium card after AF posted, and I SUBed the zero-fee card for 100k points, even more reason not to complain.
… and that the night came from a cancelled Premium card after AF posted, and I SUBed the zero-fee card for 100k points, even more reason not to complain.
DJ – no one is saying 12 months is better than 18 months. What I (we) am saying is that not extending certificates people can’t use is bad customer service. And it’s even worse when every competitor is doing it.
Guess I’m a bit softer, and take a larger view. I see “cannot use” as a very high bar to claim is preventing use when using them is not all that difficult if you have a reasonable lifestyle (e.g., you’re not dead yet nor in hospital), and “bad” customer service hard to get to when they started by offering 50% longer windows than the others. I offer that with a spouse who has had us cancel all vacation travel, so it’s not like we’re non-believers. Sure, I agree, it’s not flawless customer service, but when the hospitality sector is near failure, is it worthy of a strongly negative view/post? We’re in the population that needs to be cautious, yet we’ve found opportunities to use 5 one-night certificates since March 2020, including letting some friends and family have a night away, as well as paying for several additional nights. All of those times we could have avoided hotels by staying with family in tighter quarters, but the hotels all had protocols so never did we feel unsafe, and probably were better off than in houses with family sharing all of the facilities. Combine that with the ability to redeem them to help pretty much anyone that needs help, and you have the high bar to say “cannot use.” Again, IMHO.
… and as always, thank you for your hard work and thoughful posts!
See above for why I say it’s bad customer service.
DJ they are still the worst in the market on this…that is not a good place to be for any loyalty driven company.
But is IHG really loyalty driven? I mean, their loyalty program sucks and I’m pretty sure they know that. My ‘loyalty’ to IHG only extends to maximizing Chase Certs and enjoying a random Intercontinental stay every couple years. How much should I really expect from them beyond the first expiration date extension of a cert (that cost me less than the price of a family dinner out)? And if they are waiting on a second extension to try and motivate folks to use certificates at a time when occupancy is low—that kinda seems like a good business decision.
Is upsetting customers and losing them long-term just to get desperation bookings ‘right now’ to waste a cert a good business decision? I don’t agree with that idea.
Mark, but might the worst now (frugal) become the best later (not needing to raise rates, fees or cut benefits)? We really don’t know. For me it’s too much to get twisted about when these programs offer so many benefits. Frankly, I’m surprised some just didn’t put their programs on pause, close them down, etc. We’re not through the worst of this yet (economically).