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Customer Care

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Top FAQs

Reservations

It’s easy to change or cancel your reservation for any InterContinental Hotels Group (IHG) hotel. You can visit our Manage Your Reservations page or call us at your nearest worldwide reservations office.

IHG hotels offer a wide variety of services for your meetings and group events needs, ranging in style from comfortable and practical to luxurious. Find out more about our groups and meetings services online and get started today.

IHG® Rewards Club

You may change your PIN or Password online after signing into your IHG® Rewards Club account and clicking on "Personal Information".  If you are currently using a PIN you will be required to upgrade to a Password.

You can call your nearest IHG® Rewards Club Service Center or email us to retrieve your membership number.

Simply view the existing reservation and click on the "Add A IHG® Rewards Club Number" link near your name.

If you don't have a password yet, you can create one through our Reset Password page.  Just enter the email address associated with your account and you will receive an email with a link to create a password.

Simply go to the Reset Password page and enter the email address we have on file for you to receive an email with a link to reset your password.  If you are currently using a PIN you will be required to upgrade to a Password.  

Guest Relations

Hotels are responsible for the individual billing of guests. If you feel the charge received for your stay is incorrect, you should contact the hotel directly by phone or use our online Billing Inquiries form.


We appreciate the opportunity to address your feedback. With these type of situations, it is best to contact the hotel management directly to resolve.

If you have already contacted the hotel and are in need of further assistance, complete our Quality or Service Concern form to reach our Guest Relations team.

We appreciate the opportunity to address your feedback. Complete our online Comment or Compliment Form to reach our Guest Relations team.

Sorry to hear about any problems you may be experiencing with your reservations. If an error occurred during the booking process, your reservation may be able to be modified online through the Manage Your Stay page. If your reservation is unable to be corrected online, or if it is a past reservation, complete the Reservation Issue form for assistance.

When you book directly with us, we promise you’ll always get the lowest price online. If you find a better price somewhere else, we’ll match it and give you five times the IHG® Reward Club Points, up to a 40,000-point maximum — so you can focus on your stay, not your wallet. Wondering if the price you found qualifies? Our Frequently Asked Questions have all the answers. To make a claim, complete the Best Price Guarantee form.

If you are missing a stay from your account, click on the Search for Missing Stay link found on the Account Activity page. If you are in need of further assistance, complete the Missing Points form.

Kimpton

From January 1, 2018, you are eligible to earn IHG® Rewards Club points when you stay at any Kimpton hotel on a qualifying rate.

IHG Rewards Club points will be awarded for spend on room nights. At this time, spend on food & beverage and other incidentals will not be eligible for points.

Beginning January 2018, you are able to use IHG Rewards Club points to book Reward Nights at any Kimpton hotel. All terms and conditions associated with IHG Reward Nights will apply.

Beginning January 2018, you are able to use your valid free night(s) at all Kimpton hotels. All terms and conditions associated with the free night will apply.

Yes. You will be recognized by your IHG Rewards Club membership level and receive your IHG Rewards Club benefits when staying at any Kimpton hotel.

For Elite members (Gold Elite, Platinum Elite and Spire Elite), your Welcome Amenity will be a specialized Kimpton perk known as “Raid the Bar,” where you will be able to choose a snack or drink from your in-room mini-bar or enjoy a glass of wine or cocktail at a Kimpton bar or restaurant.

In addition to the rich benefits associated with being an IHG Rewards Club member, you can expect the heart-felt care, locally-infused design, chef-driven and locally inspired restaurant, and added perks like wine hour, yoga mats and bikes for borrow that are the hallmarks of Kimpton hotels.

For Elite members (Gold Elite, Platinum Elite and Spire Elite), your Welcome Amenity will be a specialized Kimpton perk known as “Raid the Bar,” where you will be able to choose a snack or drink from your in-room mini-bar or enjoy a glass of wine or cocktail at a Kimpton bar or restaurant.


Yes. We are happy to assist with ensuring all account activity and points balances transfer correctly to one IHG Rewards Club account. Please call our customer care center at (888) 695-4678 and our team will assist in merging your accounts.