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BBT March/April 2019 cover
March/April 2019

IHG to move to 24-hour cancellation policy

Intercontinental Lisbon

Intercontinental Hotels Group (IHG) is moving the majority of its properties on to a 24-hour cancellation policy.

IHG, which owns brands such as Intercontinental, Holiday Inn, Crowne Plaza and Kimpton, said that it was moving to this new cancellation policy to create “greater consistency” across its properties.

“IHG’s previous cancellation policy varied by both region and brand, and this new change will mean that the majority of the IHG estate will now operate under similar terms,” said an IHG spokesperson.
“The changes to IHG’s cancellation policy will provide our guests with greater consistency when managing their reservations and offer certainty for our owners.

“Guests will have one day prior to arrival to cancel their reservations without penalty, which still leaves them with 24 hours if they need to cancel their booking.”

IHG’s change in policy comes after fellow hotel giant Marriott received criticism from travel buyers and TMCs about its move to a 48-hour cancellation policy.

Hilton is also to impose a 48-hour cancellation policy at its US and Canada properties from the end of this month.

CTI, a UK-based TMC, said that “many properties” run by IHG currently offer free cancellation up to 4pm or 6pm on the day of check-in.

“IHG is honouring all pre-agreed 2018 RFPs and strategic deals,” said CTI in a note to clients. “In these cases the one-day cancellation deadline will come into force when the contract ends.

“Some properties and rates may continue to carry more restrictive cancellation policies so please check at the time of booking.”

IHG’s new 24-hour cancellation policy is due to be introduced in Europe from July 28, with US hotels due to follow on August 4 and other parts of the world by the end of September.



Whilst this sounds like good news IHG still remains in the dark ages as far as technology is concerned. In an age of algorithms coming out of our ears, 'buggies' running around Mars & staggering engineering feats like Crossrail in London some of IHG's hotels can't guarantee you twin beds or a double bed even when you book almost a year in advance. Example would be the Crowne Plaza in Plymouth, England where 'we will do our best to allocate you your bed preference on arrival but can't guarantee it'. Understandable for last minute bookings but 11 months ahead of time? Go figure that one. ' Humble' budget chains nearby like Premier Inn you can do this no problem online at booking time.

Gregg White's picture
Gregg White (not verified)