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I came across a neat trick that involves using IHG Confirmable Suite Upgrade (CSU) to convert a non-refundable rate into a refundable rate.
Booking a stay at an IHG hotel often comes with the appeal of discounted rates, such as the popular “Book Early and Save” offers. However, these attractive non-refundable rates can become a hassle if your travel plans change. If you are a member of the IHG One Rewards program and need to cancel a non-refundable reservation, there is a useful trick involving the IHG Confirmable Suite Upgrade (CSU). Here’s how to navigate this process effectively.
Understanding IHG Confirmable Suite Upgrades
The IHG Confirmable Suite Upgrade (CSU) is a milestone reward selection benefit for IHG One rewards members, allowing you to upgrade your stay to a suite category. One of the advantages of using a CSU is that it can sometimes open up the possibility of adjusting your booking, even if you initially reserved a non-refundable rate. It is because you can only use the CSU with a refundable rate.
However, please be aware that this information is not an official statement from IHG, and individual experiences may vary.
Below are the terms associated with the IHG Confirmable Suite Upgrade for your reference.
- 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 valid 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, 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 (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, etc.
- To the extent that Suite inventory is either limited or not available at a property, premium rooms will be offered, if available. Properties having neither suite nor premium room inventory, will not be able to offer Confirmable Suite Upgrades.
- Confirmable Suite Upgrades cannot be applied to reservations booked through https://www.anaihghotels.co.jp/ and Japan hotels’ independent site.
How to Cancel an IHG Non-Refundable Rate Reservation Using a Confirmable Suite Upgrade
Please note that the information provided here is not an official statement from IHG (InterContinental Hotels Group); therefore, individual experiences and interpretations may vary significantly. Factors such as the involvement of IHG customer representatives, personal circumstances, and specific hotel policies may influence the outcome; therefore, it’s advisable to consider these when setting your expectations.
An IHG member’s comment provides the following steps that I came across using an IHG Confirmable Suite Upgrade to convert a non-refundable to a refundable reservation:
- Contact IHG customer service by phone. Start by explaining your situation: you intended to book a non-refundable rate but would like to switch to a refundable option to utilize your IHG Confirmable Suite Upgrade. Make sure to mention that you have a CSU available.
- Depending on the IHG customer service representative, they may initially assert that you cannot alter non-refundable rates. Communicate your needs clearly and politely. Often, representatives can exercise discretion, especially when the IHG Confirmable Suite Upgrade is involved. In other cases, the representative may need to contact the property. If customer service is hesitant, kindly request that they check with the hotel regarding the possibility of changing your non-refundable rate to a flexible rate. In many cases, hotel policies allow for some leeway, especially if the hotel has not charged you yet for the stay.
- Once your non-refundable rate has been successfully converted to a refundable rate, review the cancellation terms carefully. You will be able to cancel the reservation without a penalty and receive the CSU back to your IHG Rewards Wallet.
Further Data Points
Here are more data points from IHG One Rewards members:
I just tried to use one of my Confirmable Suite Upgrades at an Intercontinental. I’d booked a “Book Early and Save Member Exclusive” rate, which is non-refundable.
When I called up, the guy told me that this was not an eligible rate to use a CSU because a deposit was required at the time of booking. He wouldn’t budge on this and said that his system wouldn’t let him process the upgrade anyway.
The solution we found was to change the rate to a flexible rate. The guy in the call centre contacted the hotel to ask if we could do this (I’d booked a non-refundable rate) and the hotel allowed it. So he changed the booking to one on a slightly more expensive rate, and then was able to apply the upgrade.
I just got off the phone. The agent was able to change my non-refundable to refundable reservation in order to use my CSU. I refreshed my booking, and the reservation is now cancellable without penalty.
This is true. My reservation had a 7-day free cancellation, and changed to one day free cancellation after the CUS is applied.
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