Tried using confirmable suite upgrades three times recently at IC Sydney, Melbourne, and Hong Kong. Every time there were suites clearly available for sale, but One Rewards told me there was some kind of “quota” and denied the upgrade with vague explanations.
I checked the T&Cs and there’s nothing about quotas. The only relevant line is about special events causing extraordinary demand, but that doesn’t really apply when suites are openly for sale. If a hotel wants to block upgrades, fine, but then put a clear clause in the rules instead of making it feel like a bait and switch.
It’s especially frustrating when this is supposed to be a guaranteed benefit. Lately it feels more like a lottery than an entitlement.
Part of me wonders if this is just IHG trying to balance very different guest profiles, people who mostly stay at IC versus heavy HIE users. Still, compared to programs like Hyatt, this benefit feels like it’s getting worse, not better.
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