An important message from our CEO
Dear XXXX
As a valued member of our IHG® Rewards Club family, we appreciate your loyalty and the trust you place in us as a travel partner. Recognizing the ongoing and increased uncertainty that coronavirus (COVID-19) is causing around the world, our highest priority is the health and well-being of our guests and employees. With that in mind, we wanted to update you on the actions we have taken in response to the outbreak.
Supporting your plans
We know that flexibility is what our guests are looking for right now. So, we are waiving cancellation fees for existing and new bookings at all IHG hotels globally for stays between March 9, 2020 and April 30, 2020.We continue to monitor the situation and will be keeping this policy under review. Please visit our website for more information on our latest cancellation policy and additional updates – including specific information on bookings made through a travel agent or online booking platform (e.g. Booking com, Expedia) and Groups & Meetings bookings.
For bookings beyond April 30, 2020 we want to remind you of the flexibility already built into our rates and packages that allow our guests to amend travel plans as necessary. Our Best Flexible Rate allows our guests to change or cancel their reservation one to two days prior to arrival. Changing the date on any reservations may result in different pricing, but there is no fee for making changes. To ask about any booking, contact the hotel or our reservation team.
We hope this helps you to plan and book any future travel with confidence.
During your stay
Our number one priority is your health, safety and well-being. We are closely monitoring developments around the world and are in contact with global organizations, including the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC) and relevant authorities for country-specific requirements, to ensure the actions we take are comprehensive and suitable.
All of our hotels are required to adhere to comprehensive health and safety procedures including all local laws. In addition, we provide our hotels with best practices and guidelines and have supplemented these resources with additional COVID-19 cleanliness-specific guidance, training and information consistent with our own high standards.
IHG Rewards Club status
We know that many of you are now thinking about how to manage your loyalty activity this year and we are committed to supporting you to do that. You are our most loyal guests and we want to give you more reasons to get away and stay with us – when the time is right for you.
With more constrained travel plans and a shorter time period during which members can earn Elite tier status, we are reducing the Elite membership criteria required (nights or points) this year by 25% or more. See details here.
With this change, you can continue to earn Elite membership status this year and enjoy all the IHG Rewards Club benefits this brings through 2020 and into 2021. This change will be reflected in member accounts in the coming weeks.
Our teams pride themselves on providing True Hospitality for everyone – a promise that guides us every day and is fundamental during times like this.
I’d like to thank you for the trust and support you have in us and we look forward to welcoming you to an IHG hotel soon.
Best wishes,
