A LoyaltyLobby reader sent us a question regarding the closed Club InterContinental lounge in Berlin and the hotel’s refusal for compensation.
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You can access InterContinental Berlin here.
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Here’s the email from the reader:
I am a royal ambassador since many years, and I have a booking at Intercontinental Berlin next week for 2 rooms.
I realized that the Club InterContinental is closed and asked the hotel what compensation they will grant for this closure.
I don’t have to remind you that IHG T&C states as follows:
Please find below the email that they have sent me.
I would appreciate hearing your take on this.
Information InterContinental Berlin Had Sent:
Due to the pandemic IHG decided to change the T&C in regards to the compensation of closed Club InterContinental. The current rule is to include breakfast for the whole stay for you and your accompaniment.
As you have already booked a rate including breakfast I am happy to reduce your rate for EUR 20,00 per night.
We are planning to reopen the Club InterContinental soon. This depends on how the Covid-situation will proceed and if we will face restrictions.
Their Open F&B Outlets:
We contact you with news regarding your upcoming stay with us, since from November 27th 2021 Berlin’s hotels are only allowed to accommodate guests that present valid full vaccination (at least 2 doses of EU approved vaccines: Oxford/Astrazeneca, Pfizer/BioNTech, Moderna, Janssen/Johnson&Johnson) or proof of recovery from COVID-19 (from the last 3 months). Keep in mind that now restaurants and bars in the city are 2G+, meaning you can enter with 3 valid vaccinations or 2 vaccines and a negative test from the same day. Guests who for health reasons cannot be vaccinated must, in addition to a medical certificate, present a negative PCR test which is no older than 48 hours at the time of arrival.
Our hotel has its own COVID-19 Test Center available for you, open on working days from 9.00am till 06.00pm and with no prior booking. The charge for a rapid test is 30,00 EUR, PCR test 90,00 EUR.
To enjoy all of what Berlin has to offer you will be required to use FFP2/N95 masks while indoors, and to present your vaccination / recovery record along with your ID.
Below you will find information on the hotel’s amenities:
Buffet Breakfast at our L.A. Cafá ____ Monday – Friday 06.30am until 10.30am – Weekends/Holidays 07.00am until 11.00am
Marlene Bar & Restaurant _________ Every day from 03.00pm till 11.00pm. (kitchen open until 10.00pm)
SPA InterContinental _____________ Pool and sauna: Every day from 07.00am till 09.00pm.
***Please note you will be required to book a timeslot for 2 hours in advance due to limited capacity and COVID regulations.
Unvaccinated children from 6 until 18 years will be required to submit a negative COVID test from the same day.
Fitness center: Open 24h
***Please note you will be required to book a timeslot in advance due to limited capacity and COVID regulations.
Club InterContinental ____________ Closed until further notice.
We are also very pleased to inform you that we are using the current time to upgrade our rooms. Of course there will be no restrictions for you.
Please do not hesitate to contact us any time with questions or requirements.
We look forward to welcoming you at the InterContinental Berlin and wish you a pleasant journey.
We were in touch with IHG in regards to Benefit Guarantees:
As guest services mentioned, the temporary benefit suspensions were put in place during COVID and were instilled to keep guests safe. It is a priority to get club lounges up and running again, but this does take time.
We have been in touch with InterContinental Berlin to reinforce the Benefit Guarantee structure.
Conclusion
Not sure why InterContinental Berlin tries to be so difficult in fulfilling the Royal Ambassador benefits? They could easily offer the Club benefits at their open F&B outlets like many hotels have done and continue to do.
Discounting the rate by 20 euros because it already includes breakfast is not enough. Hopefully, the nudge from the corporate makes this hotel change how they handle Royal Ambassadors.
I have stayed at the InterContinental Berlin several times as a Royal Ambassador member. Although I like the location and the Dietrich bar, the employee attitude even back then left a lot to be desired.
