| | | | Andrew Herman
Club 211671100
Sign In | | |  | | | Keeping you informed with the latest information | | | | Dear Andrew, It is more important than ever to us that we stay connected and keep our most loyal guests – our members – informed on how IHG® is responding to the Coronavirus pandemic.
Cancellation Policy & Booking Flexibly
Most of our members and guests simply cannot travel right now and our goal is to offer you flexibility for the plans you already had in place, as well as plans you may want to make for the future:
- We have updated our cancellation policy for existing bookings (bookings made through 6 April) which can now be changed or cancelled for stays through 30 June 2020.
- You can read the full details of our policy here. To change or cancel your reservation visit Manage Your Stay or call our Reservations and Customer Care team.
- If you are looking ahead, we want to give you the confidence and flexibility to book with IHG. Our new Book Now, Pay Later rate offers both flexibility and savings – including no deposit and cancellations up to 24 hours before your stay, meaning travel planning is commitment free. Read all about this and our other flexible rates here.
- As an IHG Rewards Club member, you also benefit from our Member Exclusive Rates that give you additional savings.
IHG Rewards Club Update
We are committed to supporting our members to manage their loyalty activity:
- Last month we announced we have reduced the Elite membership criteria required (nights or points) this year.
- We also want to remind you of a unique benefit of our program – points never expire for all members with Elite status (Gold Elite, Platinum Elite, and Spire Elite).
- For Club members points only expire after 12 months of inactivity. So, for members with points due to expire from 1 April we are extending the expiration date to 31 December 2020.
- In addition, there are many ways to keep your account active, including donating your points to our True Hospitality for Good partner, the International Federation of Red Cross and Red Crescent Societies, which have activated a COVID-19 fund to provide medical assistance for those in need.
- Read a full update on our loyalty changes here – including information on anniversary night certificates earned through IHG Rewards Club credit cards in the US and UK.
We continue to monitor the evolving situation and keep our cancellation policy and amendments to our loyalty program under constant review. To see the latest details please always refer to our website here.
Your Health & Well-being
Our number one priority is always the health, safety and well-being of our guests and colleagues. We continue to provide guidance to our hotels, so they follow comprehensive health and safety procedures from all the relevant authorities and organisations. This means hotels must also change the way in which they operate several services. Depending on local legislation and best practice, this could include a reduction in restaurant and bar service and alternative guest room furnishings and/or amenities. All changes are made with the safety of our guests and colleagues as our main consideration and are temporary but essential, as we all play our part to help flatten the curve. We will reinstate services to the brand experience you expect as soon as possible. In the meantime, we thank you for your patience and apologise for any inconvenience this causes.
Given the extensive impact on travel, hotels in some locations have had to take the incredibly tough decision to temporarily close. Guests with impacted reservations at these hotels will be contacted by IHG, your travel agent or the online booking platform you booked through. This, of course, has also impacted some of our talented and passionate hotel colleagues and we are doing all we can to support them – including helping find temporary employment opportunities through our IHG Hotel Colleague Job Center.
Supporting our Communities
The hospitality industry has always prided itself on its role within local communities. At IHG we call this True Hospitality – and that is what our teams pride themselves on delivering every day to guests around the world. In the current circumstances we are not able to do that in the way we normally would, but that hasn't stopped them from finding new ways to support those around us. I could not be prouder of the thousands of hotels colleagues who are adapting to changes rapidly and doing everything they can to provide a safe shelter to those who need it most. Especially those hotels that are now a home to essential workers and those on the front line of battling COVID-19.
On behalf of everyone at IHG, I would like to personally thank you for the trust and support you have in us, and we look forward to welcoming you to an IHG hotel soon. In the meantime, take care of yourselves, your family and friends.
Best wishes,
Keith Barr
Chief Executive Officer | | | | | | | |  |  |
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