I have been with Priority Privilege for 12 years and the last few years I did not want to renew but they kept hounding me and bombarding me with e-mail messages enticing me to renew with unbelievable additional offers. I renewed last year and regretted it and I have again been conned this year as none of the additional benefits came to fruition and it was all just a big con to get another $299 off me.
I received my Priority Privilege package a few days ago, however, it is not the package that was promised to me on the telephone.
I was categorically promised an unlimited buy one night get one night free for 12 months at
any of the Australian and Pacific Island hotels in the ICH group and I was also promised I
would receive a special member card with a direct phone line on the top of the card to call the
person who sold me the package in the event of any problems.
I have rang the PP sales people on 02 8908 5860 and 8908 5857 and spoke to Richard,
Chris and Edward (the guy who sold me the package) to complain about my dissatisfaction with my experience. I have rang on these numbers a number of times and left a message to call me back but no return call.
On Wednesday 9th October 2013 I rang the 1800 801 646 number and spoke to Vemae as I
indicated to her that under your Terms and Conditions I had 21 days to return the package
and receive a refund. Vemae indicated to me she was not authorized to give out the
address of Priority Privilege to enable me to return the package for a refund. I requested to
speak to the manager and she indicated to me he was not available and that Syed would
call me back this morning and give me the address to post back the package and receive a
full refund. Syed did not call me back. PP do not have a physical business address and they
only operate from a phone number and a PO box which I think is illegal under the requirements
by ASIC as you must have a registered physical address.
I was promised all of these extras last year when I renewed my membership but nothing
eventuated that was promised to me. Problem is that I really believed everything they told me
again this year and it all turned out to be lies.
The 10% and 25% certificates are of no value because they only apply to the Best Flexible Rate which is around 25% higher than all the other rates. The hotel $50 voucher is of little value as their restaurant prices at all IHG hotels are so expensive. So the only real value is the buy one night and get one night free vouchers. You can actually book direct with the hotels to use these vouchers and this is the best way of making a booking as you will know exactly what you can obtain and they will confirm it to you by e-mail and you can also have the booking linked to your Priorityclub membership number so you can see all the information about your booking including cancellation details. Just about all the Priorityclub hotels only want to do full advance purchase bookings which is extremely dangerous as you will lose all of your money if you want to make a change or cancellation. Mostly the promised upgrades are not worth anything because they call an upgrade something with a different view or a slightly higher floor - just a con.
Personally, I think the IHG should abandon Priority Privilege completely as it is doing enormous damage to the hotel chain generally.
Edited: 8:55 pm, October 12, 2013