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Priceless Surprises Missing Points
IHG Rewards Club had what was perhaps one of the most generous promotions in recent times. Called Priceless Surprises, the promotion was designed to award bonus points to loyal customers for each stay during the promotional period. After the first stay, bonus points were awarded through an online game.
Staying at an IHG hotel wasn’t the only way to play. You could also mail in up to 94 handwritten postcards to IHG. These postcards needed to contain a ton of information and took awhile to fill out, but many including myself felt it was worth the time and cost of a stamp. Unfortunately, some of us never received credit for sending in all of the cards.
Mailing in the Cards
My wife sent in her entire batch of 94 postcards at once back in January and then I sent in my entire batch of 94 cards a few weeks later. A few weeks after my cards were sent, I began receiving a small trickle of emails to play the game. Most of the time I won 500 points, but occasionally I got a bigger prize. My wife’s entries never came.
In total, I received 67 game entries and my wife received 0. This meant this I was missing credit for 27 entries and she needed credit for all of her 94 postcards sent. Thankfully Points with a Crew shared how he was able to contact IHG and get them to credit points for the missing entries.
Getting the Missing Points
To request the missing points, I sent an email to firstname.lastname@example.org with mine and my wife’s account numbers and an explanation of what was going on. Within a few hours I received the following reply:
I have submitted your details to our IHG Rewards Club Service Center for review. Please expect feedback from them as soon as information will be available. Feel free to email us back if you have any other concerns. For your reference, your concerns were documented under case number —-. I have created a separate case for your wife’s account.
After receiving that email I also received a second one with my wife’s case number and then began to wait patiently. It took 9 days to finally hear back from IHG Rewards Club. First my email came through:
I have reviewed your account and unfortunately, since the promotion has ended, we can no longer send out game plays. However, I have posted 500 points for the 27 missing entries on your account. Total points credited is 13,500.
And then a few minutes later the same rep sent an email to my wife:
I have reviewed your account and unfortunately, since the promotion has ended, we can no longer send out game plays. However, I have posted 500 points for the 93 missing entries on your account. Total points credited is 46,500.
Why only 93 entries? My wife actually completed her 55K single night stay during the promotion and received 1,000 points for Priceless Surprises, so my guess is that she only qualified for 93 instead of 94 entries.
Only 500 Points Per Entry
The truth is that we probably would have earned more points if we had received actual game plays since 500 was the absolute minimum amount of points you could win per entry. Based on my 67 plays that I did receive, I was able to get more than 500 points about 10% of the time. With that said, I am happy with the 500 point minimum and feel given the circumstances that IHG has definitely delivered on their side of the agreement.
If you have not received game play entries for the postcards you sent in during the Priceless Surprises promotion, then stop waiting and send them an email. Based on their response to me, there won’t be any more game plays sent out, so the only way to get credit for your entries is to ask. Now only one question remains. Where did all of those missing postcards go?
Miles to Memories has partnered with CardRatings for our coverage of credit card products. Miles to Memories and CardRatings may receive a commission from card issuers.