IHG launched new loyalty program features in 2022, including Confirmable Suite Upgrade Certs as part of the Milestone Rewards that can be chosen when reaching a certain number of nights.
I have covered the issues of getting these applied towards paid reservations, as there doesn’t appear to be clear guidance to customer service employees on what rates are valid and what are not. My latest example comes from a stay at the InterContinental Osaka last month.
You can access IHG’s page for Milestone Rewards here.
READ MORE: IHG One Rewards Rate & Bonus Points Offers
IHG lists the following “rules” for the use of these certs:
Confirmable Suite Upgrade: Confirmable Suite Upgrades will be applicable for one room upgrade to an entry-level suite or premium room where a suite is not available.
- Confirmable Suite Upgrade is Thevalid for 12 months from milestone selection
- Confirmable Suite Upgrade may only be selected once at 40- and 70- night milestone choice
- 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
- Confirmable Suite Upgrade must be redeemed by contacting IHG Customer Care
- Confirmable Suite Upgrade can be made starting 14 days before arrival up to 24hrs before Check-In
- Valid for stays up to a maximum of 5 nights
- Confirmable Suite Upgrade can only be applied to the Member’s room and is non-transferable
- Suite Upgrade is not exchangeable for cash or other type of credit
- Platinum Elite and Diamond Elite 72-hour guarantee availability is not applicable
- Confirmable Suite Upgrade will be reinstated to Member’s Rewards Wallet if cancelled in advance of hotel’s cancellation policy timeframe, and original validity dates will apply
- Confirmable Suite Upgrade availability exceptions may apply during special events that result in extraordinary demand, as determined by the hotel
- If a Member uses a Confirmable Suite Upgrade and ‘no-shows’ for their reservation, the Confirmable Suite Upgrade will be forfeited
- Confirmable Suite Upgrade cannot be stacked with guaranteed upgrades for Royal Ambassador, Ambassador, and Inner Circle Members, any additional upgrades are at the discretion of the hotel
- Confirmable Suite Upgrade is available at all IHG brands, except avid hotels, Atwell Suites, IHG Army Hotels, Holiday Inn Club Vacations, IHG Residences, including but not limited to InterContinental Residences, voco Residences, Crowne Plaza Residences and Six Senses Hotels Resort Spas. The benefit also is not available at InterContinental Alliance Resorts (Las Vegas and Macau) or at participating Iberostar Beachfront Resorts.
- Confirmable Suite Upgrades to Club rooms, Club REGENT or Club InterContinental rooms/floors do not include Club-level amenities, facilities or services, e.g. Club Lounge access, free pressing, airport transportation.
- Suite inventory is not available at all properties or is limited at others; where suite inventory is limited or not available, premium rooms will be offered if available
- Confirmable Suite Upgrades cannot be applied to reservations booked through https://www.anaihghotels.co.jp/ and Japan hotels’ independent site.
Case: InterContinental Osaka
Sat, Nov 9, 10:58 AM
Dear Ambassador Service Center,
Please apply my December 31, 2024, expiring suite upg cert for this reservation.
Thanks!
(I forwarded them the reservation confirmation.)
Sat, Nov 9, 12:12 PM
I hope you’re doing well. Thank you for reaching out to IHG® Hotels and Resorts dedicated Diamond Elite services regarding your request to apply your Confirmable Suite Upgrade to your reservation REMOVED.
It appears that the allocated rooms for Confirmable Suite Upgrade are fully occupied for the dates of your stay.
But, I sent an email to hotel and inquired if they could still accommodate the use of Confirmable Suite Upgrade. I will let you know as soon as I received a response from them, most probably within 3-5 business days.
In the meantime, if you have any other concerns or question just let me know—I’d be happy to help.
We’re delighted to have you as one of our Diamond Elite member, and thank you for extending your loyalty to our Ambassador program. We appreciate your loyalty!
Warm regards,
REMOVED | Diamond Elite Services
IHG® Hotels and Resorts
1 844 774 7300
And I was not supposed to see the following emails:
Ambassador Teams Email To Property:
Hello to the fantastic team at InterContinental Osaka!
Our Ambassador Diamond Elite member REMOVED would like to use his Confirmable Suite Upgrade voucher to his reservation at your property under confirmation REMOVED. We’ve noticed that there is no available rooms for Confirmable Suite Upgrade rate for any dates.
If you could update the available rooms that would be great. If not, may we ask if you could upgrade the member to a 1 Bedroom Suite or a 1 Bedroom Residence? We believe that this will enhance the stay experience of the member and we will greatly appreciate your consideration!
No worries as we will manually redeem the Confirmable Suite Upgrade voucher from the member’s account once the upgrade has been applied.
We’re looking forward to hearing from you at your earliest convenience.
I am thankful for this opportunity to work with you in delivering exceptional service to our Diamond Elite guests.
Property’s Email To Ambassador Team:
Warm Greetings from InterContinental Osaka Reservation Team.
We appreciate REMOVED loyalty as an Ambassador Diamond Elite member.
We are pleased to inform you that a 1 Bedroom Residence (57 sqm) is available for the requested dates and
We are happy to upgrade REMOVED reservation using the “Confirmable Suite Upgrade” benefit as special offer.
(Sorry, we are not upgrade the room to 1 Bedroom Residence as ambassador upgrade benefit.)
We have manually amended the reservation to reflect the Confirmable Suite Upgrade rate.
Please kindly redeem the Confirmable Suite Upgrade voucher from the member’s account.
Thank you for your cooperation.
We look forward to welcoming REMOVED and ensuring he has a memorable stay with us.
Ambassador Team’s Reply To Me:
Thank you for your detailed response and for accommodating REMOVED reservation.
We appreciate the effort to manually amend his booking and confirm the suite upgrade using the “Confirmable Suite Upgrade” benefit.
I’ve copied REMOVED on this email for his reference and have manually redeemed the Confirmable Suite Upgrade voucher closest to expire from his account as requested.
Thank you once again for your assistance. REMOVED is looking forward to his stay, and we appreciate the warm welcome you’re preparing for him.
Video of the suite I had:
IHG Confirmable Suite Upgrade Cert Coverage:
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 One Rewards Extending Expiring “Confirmable Suite Upgrade” Certs
IHG Confirmable Suite Upgrade Case: InterContinental Auckland
Reader Email: IHG Confirmable Suite Upgrade Certificates
IHG Confirmable Suite Upgrades & Awards: Case – InterContinental Bangkok
IHG Suite Upgrades Can Now Be Used For Award Nights
IHG Claims That Confirmable Suite Upgrades Cannot Be Used For Award Reservations?
IHG Confirmable Suite Upgrades Can Now Be Applied For Award Reservations
IHG Confirmable Suite Upgrade Success: InterContinental Sydney
IHG Confirmable Suite Upgrade Experience Case: InterContinental Paris Le Grand
Conclusion
I have had quite a few of these suite usage cases this fall, as my certificates were about to expire, so I either used them or lost them. My next batch won’t start expiring before fall 2025, and I am not sure yet about my travel plans for next year.
These Confirmable Suite Upgrade certs are great, but I wish there would be an easier way to apply them.
It seems that some agents deny outright, others deny but come around and find a way to apply, some have no issues applying them, and then some contact the hotel if there isn’t availability. I have gotten them applied every single time I have tried, but sometimes, it has required four to five contacts with IHG customer care, which is far from optimal.
I feel that by having the Annual Lounge Pass + these suite upgrade certs I get 80% of the Royal Ambassador benefits without having to commit stays to the IHG that I would rather take elsewhere.
Have you had luck with these IHG suite upgrade certs lately? Please comment below.
