IHG Into The Nights Promo Being Honored… Mostly

IHG Rewards Club has one of the most lucrative (and complicated) fall hotel promotions, entitled Into the Nights. It’s valid for stays between September 4 and December 31, 2014, and through the promotion you have to complete various “tasks” in order to earn the highest bonus.

Here’s what my original bonus offer looked like:

IHG-Into-The-Nights-3

However, as I wrote about yesterday, IHG seems to have changed the terms of the promotion for many members mid-promotion.

In my case, for example, the requirement went from having to download the IHG App and make one booking in order to “unlock” that bonus, to having to make five bookings through the app. That’s a huge change, obviously.

IHG-Into-The-Nights-10

The question was whether this was intentional or a glitch. As it turns out the Into The Nights promotion change was intentional, which is pretty disappointing.

That being said, it seems like they’ll be honoring the old version of the promotion, for the most part. Per a post by IHG Care on FlyerTalk:

 We apologize for the recent issue regarding the Into The Nights Promotion. We have identified the solution and are moving toward quick resolution.

We have been advised of the following:

  • All affected IHG Rewards Club members who we know have made progress towards the offer, but then received a revised hurdle offer, will have their offer marked as “completed.”
  • IHG Rewards Club will be sending a direct email communication to those members who have made progress toward their offer. We will be letting them know we will be honoring the original offer and marking their progress as complete.
  • IHG will be honoring their original offer and IHG Rewards Club Members will see their offer as complete if they made progress toward it. If the members have yet to stay toward their offer, but have already registered, it will transition back to a hurdle of one stay to complete.
  • IHG will not be changing any point values, so the members will receive the original amount of points that the offer showcased.
  • IHG Rewards Club Members who have yet to register or to see their offers will receive the variable stay amounts. To those who may inquire why they have a variable amount, we are honoring the original offers that members saw when they received their offers. All members who are newly registering are receiving the correct variable amounts.

They’re using a lot of words to explain:

  • If you’ve completed the offer (made one booking via the app), it will be marked as such
  • If you haven’t made any progress towards the offer but have registered, it will be switched back to requiring only one stay booked via the IHG App
  • If you haven’t registered for the promotion and/or haven’t “seen” your offer, then the new requirements apply

That seems fair enough, though they accidentally let one other thing slide. Even though this was communicated directly from IHG, my guess is that the above was intended to be an internal memo, since the last bullet point originally read as follows (bolding mine), before the statement was edited several hours later:

IHG Rewards Club Members who have yet to register or to see their offers will receive the variable stay amounts. To those who may inquire why they have a variable amount, simply say that we are honoring the original offers that members saw when they received their offers. All members who are newly registering are receiving the correct variable amounts.

It seems that IHG advised their agents to lie to customers in the event that they hadn’t yet registered for the offer by telling them that their offer hasn’t in fact changed.

Wow… and double wow for them accidentally posting that online.

How do you feel about IHG’s response to the situation?

Comments

  1. It really is disappointing. I received an email response earlier stating that the change was intentional and they were sticking by it. It looks like Mommy Points got the same response.

    Obviously they are now backtracking, but this is troubling and certainly makes me think before giving them any of my business.

  2. What a relief!! This is great news!

    I don’t see the problem with the last part about new customers? A new customer will never have seen their original offer so what have they got to complain about? The problem was always the fact that IHG modified offers for existing participants.

  3. I don’t understand this

    If you’ve made any progress towards the offer it will be marked as completed.

    Does that mean if you’ve completed ANY of your tasks, the contest is marked complete, or if any of your tasks are marked “in progress” that the individual task will be marked complete?

    If the first, very generous (although pretty unlikely).

    If the second, it’s meaningless because no one has “made progress” on their Book One Stay via The App task unless they’ve already completed the task. So those people would be stuck with the new, not-terribly-likely version of this task (in my case FOURTEEN stays).

    Am I wrong?

  4. @ LarryinNYC — Good point, the latter interpretation is correct. So yeah, they’re not being generous in that way, but rather just making it was completed if one stay was booked via the app.

  5. @ Andy — To clarify, I agree they don’t have any obligation to honor this for people that haven’t even registered. My issue is just with them lying about. I think it’s perfectly fine to say “since you hadn’t yet registered yet the current promotion would apply to you,” but I think being actively dishonest about the promotion not having changed isn’t the right thing to do.

  6. I’m not sure this is deceitful. If you saw the earlier offer, you get the earlier offer. If you didn’t see an offer until now, you get the one we intend to offer you.

  7. @ Gary Leff — Totally agree with the end result, but you don’t find it dishonest that they’re telling people something that isn’t true (that the offer never changed)? I think it’s perfectly fine to say “since you hadn’t registered for the previous offer you get the current one,” but pretending it never existed isn’t very transparent.

  8. I am wondering whether they noticed the glitch recently and changed the offer. I think many people completed their booking with the app but the progress showed only a part was completed. Of course, that did not make any sense to the customers, so they reached out to clarify, there IHG noticed they made a mistake. Sneaky, IHG changed the offer but it created a buzz. Now what do you think about IHG’s ethical standard? Even after this, are you willing to give business to them? It really bothers me and reconsider IHG…

  9. Regarding “in-progress” offers, what sort of delay should I be expecting in seeing the offer status updated on the IHG Into the Nights website? I believe the terms say that mobile bookings will only post after the stay, but I’ve now booked two stays, and am about a week after having completed one, and have not yet seen any change on the website.

  10. Hahaha. Good luck trying to collect your points! I sat this promotion out for this very reason. It is too much of a headache when IHG has IT glitches and you have to send them a massive amount of emails trying to get them to release the promotional points.

  11. “To those who may inquire why they have a variable amount, simply say that we are honoring the original offers that members saw when they received their offers.”

    I know some of you parlay being outraged into a full time job, but an alternative and more straightforward interpretation of the quoted text is to tell people their original offers will be honored, and don’t worry about the revised variable offer.

  12. Not to mention that the entire premise of this is wrong…the prior offers were hardly non-variable. I believe my requirements were always more rigorous than one booking via app. I think it was at least 3 if not 5 bookings via the app for me to get the bonus.

    And the points I was offered were substantially different from the offers of others.

    This was a variable offer from the get-go. They are simply revising the requirements because they under estimated the pick up of this promo and now want to only honor as little as possible.

    Never mind that some of the most frequent and high margin guests like me have gotten some of the toughest requirements….I have stayed nearly 20 nights in ICs this year and the requirements were so high for me, I simply didn’t care….

  13. Lucky I need a little clarification on the globetrotter goal.

    “Only one hotel stay per distinct country outside of your country of residence as indicated on your membership profile at the time of the promotion will be counted towards this Offer.”

    So Canada twice during promotion is out of the question?

  14. This whole thing is a charlie-foxtrot of a high order. My offers were pretty good, enough to consider changing a few stays to IHG to complete the requirements.

    However, the updating (or total lack of it) has been infuriating, and now, the way good customers are being treated [honor the original offer – fullstop. There shouldn’t have been any hesitation here] and just the whole “dropping-the-ball”… yeesh.

    IHG had a lot of good buzz for the promotion, because it was a good one for most people, and then promptly makes it even worse than if they had announced the “variable amounts” in the first place.

  15. @ Gregory — I’d say give them a week or so to get it updated. They’re making good on it, so you have nothing to worry about.

  16. I just emailed their customer service about this right before I found this post. My offer got changed to 37 Web app bookings!! Yes 37 individual bookings! Luckily I saved a screen shot of the original offer so I had it to send to them.

  17. It took a month after promo start for my offer to even appear. And now that I can actually see my offer now it’s changed. Wow.

  18. I wrote to IHG asking to change my promo back, and they wrote back today saying no your new offer is correct, so we’re not changing it back!

  19. I sent an email to IHG last week, and they responded back that they will not honor my first initial offer!
    Has anyone else experienced this?

    My email:
    Hello,
    I registered on September 4th, the first day, for the Into The Nights promotion, email below.
    When I log into the Into The Nights promo it is still Not showing my original offer which was:
    500 download app
    2000 stay 3 nights
    2000 book 2 stays web/app
    4000 stay 2 saturdays
    2000 stay 2 holiday inns

    my promo changed back and forth SEVERAL times, not just once.. but I still don’t see my original.
    I stayed at a Holiday Inn on Friday XX/XX at Holiday Inn XXX, but do not see the stay under the promotion.

    Can you please help with my account and promo to make sure I am set up with the original offer IHG gave to me.

    Thank you,
    XXX


    Then this week they responded with:

    Dear XXX,

    Thank you for contacting IHG Rewards Club regarding your account. We appreciate your feedback and apologize for any inconvenience this may have caused you.

    Your comments have been documented and shared with the management staff of the IHG Rewards Club Service Center. The information is also available to our corporate executives who make decisions pertaining to future enhancements of our program.

    Further, please be advised that for some reason your account were not assigned the
    correct offers in the system. Upon realizing the error, we have assigned them their correct offer set which are personalized for you, as such, your offers have changed from what you had seen initially.

    Due to this inconvenience, we would like to offer you 5,000 points as goodwill and encourage you to stay with the corrected offers. Should you agree, kindly reply to this email.

    Should you require further assistance, please feel free to contact IHG Rewards Club Service Center again.

    Sincerely,

    RXXX R. LXXX
    Account Manager
    IHG Rewards Club

    REALLY????
    Thank you for any helpful feedback,
    gpks00

  20. Is anyone receiving credit for satisfying ANY of the requirements? I have completed nearly all of the individual offers, including a stay at an EVEN hotel over a month ago and the only one that has been credited is the survey for 100 points. I’ve called customer service twice and been told that it would take up to two weeks, then two to three weeks to update status. We’ve blown past those dates. No one answers my emails. If this is the third in the Big Win series, shouldn’t they have figured out how to run a promotion by now?

  21. Two things: First off, the offers for those members that have had frequent stays prior to the promotion seem to be much more harder to achieve than those members that have not had such frequent stays prior to the promotion. As a platinum member with about 20 stays in the year prior to the promotion my offers were much easier to achieve. 7 offers include, stay in 2 holiday inn express, book using IHG cc, stay 14 nights in any IHG hotel, stay 2 saturdays, take the online survey, book 2 stays directly on the mobile app, and book 2 stays using the bonus package.

    Secondly, They are making it very difficult for me to see the locked offers (that show after completion of the 7 offers) by not showing all 7 completed. Originally the dashboard was never updated, even though I was receiving the points for the completed offers. Now it shows 6 of 7 completed, when it should show 7 of 7. After several calls and emails, they still are not updating it. Seems like they don’t want me to be able to complete those offers, as the rewards may be much greater than the original 7.

    Either way , they are very sketchy about it and should have better control and direct communication with their IT department. Did anybody see the additional “locked” offers after completing the original 7 offers????

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