Confirmable Suite Upgrades

[Brettmcg]

Does anyone have any experience using the Confirmable Suite Upgrade certificates on a corporate rate?

The T&C indicates that 'selected Corporate rates' should be eligible, but then doesn't elaborate on which of those rates belong to the selection :S

I've tried using the Online Chat with IHG and they have given me very vague information. Initially they came back suggesting only IHG rates were eligible, but when I challenged them on their own T&C they seemed to cave.

FWIW, I am a Diamond Elite with IHG and would be using a Westpac corporate rate which is available to some cardholders.

Interested for any experiences or advice.

 

[exceladdict]

Does anyone have any experience using the Confirmable Suite Upgrade certificates on a corporate rate?

The T&C indicates that 'selected Corporate rates' should be eligible, but then doesn't elaborate on which of those rates belong to the selection :S

I've tried using the Online Chat with IHG and they have given me very vague information. Initially they came back suggesting only IHG rates were eligible, but when I challenged them on their own T&C they seemed to cave.

FWIW, I am a Diamond Elite with IHG and would be using a Westpac corporate rate which is available to some cardholders.

Interested for any experiences or advice.

Have you earned points while staying on that rate in the past?
I don't have experience to apply to these certificates as they're quite new, but I imagine it will be okay if it's a rate that is normally compatible with all other IHG benefits (eg. perhaps excludes government, defence, travel industry corporate rates, group bookings).

 

[brideshead]

I just booked a Junior suite at Crowne Plaza Adelaide using the confirmable upgrade reward; rather than making a booking and then calling in to upgrade, I did the booking and upgrade in the same call after first checking the website to see there was suite availability. The call centre operator booked me into a flexible rate - when she asked what rate did I want I said "the cheapest obviously" - then she worked on the upgrade. Got cut off so had to call back by which time the reservation had come up in my email and I asked the next operator to use that reservation to book the suite upgrade. She said she attached the upgrade request to the reservation but could not confirm it right away as the hotel would do that and she said to check with the hotel 24 hours before check in. Was a bit uncertain about that since the whole idea is that the upgrade is confirmable. However within a few minutes I got another email showing that the reservation had been changed to Junior suite. Good one IHG,

 

[exceladdict]

I just booked a Junior suite at Crowne Plaza Adelaide using the confirmable upgrade reward; rather than making a booking and then calling in to upgrade, I did the booking and upgrade in the same call after first checking the website to see there was suite availability. The call centre operator booked me into a flexible rate - when she asked what rate did I want I said "the cheapest obviously" - then she worked on the upgrade. Got cut off so had to call back by which time the reservation had come up in my email and I asked the next operator to use that reservation to book the suite upgrade. She said she attached the upgrade request to the reservation but could not confirm it right away as the hotel would do that and she said to check with the hotel 24 hours before check in. Was a bit uncertain about that since the whole idea is that the upgrade is confirmable. However within a few minutes I got another email showing that the reservation had been changed to Junior suite. Good one IHG,

Great to hear! I've recently earned my first one so hope to be able to report back positive news when using it as well.

out of interest how far in advance did you book for?

 

[brideshead]

Great to hear! I've recently earned my first one so hope to be able to report back positive news when using it as well.

out of interest how far in advance did you book for?

4 days in advance

 

[drron]

Well I just got off the phone from trying to use mine. The fellow obviously knew nothing about them. First asked if I meant my free Ambassador night. no I had just booked that.
Tried for an existing reservation so he said he had to ring the hotel - the IC Lisbon. came back on and said I had been upgraded for the same room type on a higher floor. No it is a confirmable suite upgrade. Then he found the certificate in my account.

He then had to ring a supervisor to find out what to do. Came back and said with an old booking you had to apply less than 14 days before arrival or on morning of arrival. WTF. so came back and said actually only on a new booking within 14 days of arrival.

For me that would make it as useful as cough on a bull.

 

[FishFood]

For me that would make it as useful as cough on a bull.

I've also had trouble redeeming my confirmable suite upgrades, I think the only time I may be able to use them is for a last minute booking where I would already be purchasing the best flexible rate and I'm already within the 14 day window.

 

[drron]

I emailed customer support and it can be applied to an old booking between 14 and 1 day before checkin.
Obviously will be of little use in busy times but I will keep my fingers crossed.

 

[Mattg]

I attempted to use my confirmable suite upgrade at Voco Seoul Gangnam today. I booked over the phone with IHG's contact centre and was advised at the time of booking that an upgrade to a royal suite had been confirmed.

When I got to the hotel, they advised that they had no record of the upgrade in my booking. I ended up talking to IHG on the phone for an hour - they escalated it but still couldn't provide a suite upgrade so I'll be checking out of here earlier than planned.

In fairness, I don't think this is the hotel's fault - it seems like the reservation centre made an error with my booking and didn't apply the upgrade properly. However the hotel didn't really offer a compromise either. FWIW there are 3 empty suites tonight at this hotel.

IHG has promised me 15,000 points as compensation. I'll try to use the upgrade voucher another time.

 

[Mattg]

In general I haven't had too many issues with using my CSUs since my experience in the post above. If there is a suite available and it's 1-14 days until the date of checkin, I'm generally able to redeem these over the phone without too much hassle.

An exception is when I just tried to redeem one for an Intercontinental stay next week. I called up and was initially told my rate was ineligible (it was a "stay longer and save" rate with the first night prepaid). This didn't sound right so I queried and and eventually the operator agreed it was fine.

I was then told that there were no suites available on my dates, only a "premium room". There were still junior suites available for sale on the website, so again I queried this and asked the operator to refresh her system. Sure enough, the suite was now available.

Got there in the end, but not exactly a seamless process.

 

[ShrinkWrapped]

I attempted to use my confirmable suite upgrade at Voco Seoul Gangnam today. I booked over the phone with IHG's contact centre and was advised at the time of booking that an upgrade to a royal suite had been confirmed.

When I got to the hotel, they advised that they had no record of the upgrade in my booking. I ended up talking to IHG on the phone for an hour - they escalated it but still couldn't provide a suite upgrade so I'll be checking out of here earlier than planned.

In fairness, I don't think this is the hotel's fault - it seems like the reservation centre made an error with my booking and didn't apply the upgrade properly. However the hotel didn't really offer a compromise either. FWIW there are 3 empty suites tonight at this hotel.

IHG has promised me 15,000 points as compensation. I'll try to use the upgrade voucher another time.

I’m surprised the contact centre talked about the Royal Suite. Having stayed at that Voco myself if I recall there are a number of junior suites / 1 bedroom king suites

The order I think goes:

1 king bed suite luxury bath view > 1 bedroom suite > 1 bedroom suite luxury bath view > Grand Suite > Royal Suite > Presidential Suite

I wonder if the Royal Suite isn’t actually available for CSU and the call centre screwed up?

Also the first tier junior suite is really not a suite, it’s just a big room

 

[Mattg]

I’m surprised the contact centre talked about the Royal Suite. Having stayed at that Voco myself if I recall there are a number of junior suites / 1 bedroom king suites

The order I think goes:

1 king bed suite luxury bath view > 1 bedroom suite > 1 bedroom suite luxury bath view > Grand Suite > Royal Suite > Presidential Suite

I wonder if the Royal Suite isn’t actually available for CSU and the call centre screwed up?

Also the first tier junior suite is really not a suite, it’s just a big room

Yes, I think the call centre stuffed up with this one. They also didn't process the upgrade correctly. That wasn't the hotel's fault.