This is something that others have had happen before and just recently happened to me. My IHG account had been hacked and points for a stay stolen. Here is what happened and how IHG handled it.
My IHG Account Hacked and Points Stolen
Of all the hotel programs, IHG points are ones that I use the least. I primarily keep them for PointBreaks hotel stays and so only have about 70,000 points with them.
I decided to redeem them recently for a stay in New York City (thanks to Hyatt’s high point costs for all their hotels in NYC, I prefer to not burn those points there). When I logged in, I found my account down about 40,000 points. I was confused and checked the activity and found that they had been redeemed for a NYC IHG hotel back in October!
My IHG Account Hacked
The room had been reserved with points from my account the day before the reserved stay. The person booked a room for that next day and obviously changed the e-mail address so I wasn’t notified of it. It had happened about 2 months before I even noticed it.
What I Did About the IHG Account Hack
I immediately reached out to IHG via their chat and was told that I needed to e-mail IHG directly to address the issue. The e-mail address I was told to use was HI-GuestRelations@ihg.com. I e-mailed them a brief e-mail, specifying what had happened along with the hotel that had been booked, when it was made and told them where I had been when it was accomplished (Europe) and that I needed the points back.
I received a response from IHG 3 days later. I was asked to provide the following information:
In the meantime, please verify the following details:
Original mailing address on file
Original e-mail address on file
Original phone number
Last IHG hotel stay
After giving that information, they wrote back the day after I suppled the information and said this: I heard an update from our specialty team that conducted the investigation to your account and they have declined to disclose the information with regards to the unauthorized redemption. The good news is that we will be able to return the lost points to your account.
They offered to give me the points back in my account (and have me make a new pin) or they would create a new IHG account for me and transfer points, status, promotional offers, all qualifying activity, etc.
This was just yesterday so I am waiting now for them to send me my new PIN and the information for the account.
I was quite pleased that it only took 2 days from the time I started speaking with them to get a resolution. Obviously, that was likely helped by whatever their investigation found on the person who had booked the room (someone that had no contact with me).
Hopefully, this will help you if your IHG account is hacked. Unfortunately, IHG account hacks are not out of the realm of possibility, thanks to IHG’s usage of 4 digit PIN codes. Hopefully, they will implement a more secure code system at some point. In the meantime, I am just thankful that I am getting my points back.