A LoyaltyLobby reader sent us a question about using Confirmable Suite Upgrader certificate for a stay at the InterContinental Singapore.
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Reader Question:
With a confirmable suite upgrade I wanted to check your understanding of ‘partner rates’ as the terms and conditions do not mention them specifically.
Booked at Intercontinental Singapore using the Visa 20% discount, and have an upcoming stay but in contacting the hotel directly, on another matter, they say it is not a qualifying rate so the certificate cannot be applied.
I booked a classic high floor room, for a multi-night night stay, so not the bottom rate either, but would like to know options for the future and best way to approach, for example should I still approach IHG?
More clarification, so I know to use a different rate for where I use the certificate in the future, for instance should I book using my corporate rate? It is hard to tell which rate is best at times.
IHG introduced these Confirmable Suite Upgrade certificates as part of the program refresh in 2022, including the launch of Milestone Rewards, whose most valuable options are the Annual Lounge Pass and Confirmable Suite Upgrade certs.
The use of the Annual Lounge Pass is very straightforward, but there is a continuous issue with these suite upgrade certs that usually require you to contact IHG several times to have them applied (you are typically denied first).
IHG’s Confirmable Suite Upgrade T&Cs Relevant Part:
Confirmable Suite Upgrade can only be applied to stays that are on an eligible rate, e.g., Best Flexible, Member Discount, Reward Night, Government, and select Corporate and package rates
Confirmable Suite Upgrades cannot be used with the following rate types:
- Group rates, package tour or convention where charges are being paid by a third party
- Free Night or Ambassador Complimentary Weekend Night (eligible at a future date)
- Non-Qualified rate, e.g., Wholesale and OTA
- Employee Rate
- Prepaid rates if deposit is already applied
- Some hotel defined packages
Rewards Wallet:
There is some information about applying for the suite upgrade certificate.
There are three ways to apply these certs:
1. Call IHG
You can call the number above, the Diamond desk, or the Ambassador service center.
2. Chat via the app
You can also try applying the cert by chatting with IHG with the app.
3. Email Ambassador Desk
You can always contact IHG through email, and the Ambassador desk replies usually come within a day.
My Confirmable Suite Upgrade Certificate Experiences:
IHG Confirmable Suite Upgrade Case: InterContinental Osaka
IHG Confirmable Suite Upgrade Cases: InterContinental Sydney & Perth
IHG Confirmable Suite Upgrade Case: Holiday Inn Puerto Vallarta Marina
IHG Confirmable Suite Upgrade Woes Case: InterContinental Bangkok Sukhumvit
IHG Confirmable Suite Upgrade Case: InterContinental Auckland
IHG Confirmable Suite Upgrades & Awards: Case – InterContinental Bangkok
IHG Confirmable Suite Upgrade Success: InterContinental Sydney
IHG Confirmable Suite Upgrade Experience Case: InterContinental Paris Le Grand
Let me start by saying that I like these suite upgrade certs, but getting them applied to a valid reservation is a huge PITA.
You usually need to contact IHG 2 to 5 times before you find an agent that pushes them through, and I am not talking about prepaid or ineligible reservations.
You don’t contact the hotel to have these applied, but you need to go through IHG. In one of the examples above (InterContinental Osaka), the IHG didn’t have availability, but the Ambassador desk sent an email to the hotel that opened up inventory, and I was then set.
You should not give up if you get shot down on your first try, but persistence is the key here.
It is ridiculous, but some agents can get everything set up in a minute or two, while others claim that the rate is ineligible.
Looking at the terms, I would argue that all non-prepaid point-eligible rates should be valid for suite upgrade usage.
The IHG and Visa rate is certainly eligible, as it is not prepaid. The reader should contact the IHG customer care center a few more times.
Conclusion
Applying these suite upgrade certs to an award reservation seems the most straightforward way and creates the least pushback by the IHG employees.
I don’t get how some agents cannot take their time and have these applied and say no or instruct you to book a higher rate through them (they probably get an internal kickback).
What have been your experiences using these Confirmable Suite Upgrade certs? Please comment below.
