Customer Reviews (500)

MLachney • 2025-03-27T06:00:00-07:00

Card offers in the app do not apply automatically even if approved. So if it stated that you will receive 300 off of stay by applying, that does not apply automatically. It will not even allow you to link the card to the account to begin using for your bookings. I would not have applied for the card if this was the situation. Booked with bank account, hoping that it will not eliminate the offers if I pay with my debit card, as it does not allow use of the approved credit card, but will soon see.

Scandinavian57 • 2025-03-26T09:29:49-07:00

Straight forward while giving you membership options and benefits!

photoish34 • 2025-03-24T20:31:25-07:00

This was so easy booking with points.

Summary of Key Insights

The IHG Hotels & Rewards app generally receives positive feedback, with a significant portion of users praising its ease of use and convenience. However, a notable number of users report issues with the app's functionality, including login problems, difficulties using reward points, and inconsistencies in pricing. Customer service experiences are mixed, with some users reporting excellent support and others describing terrible interactions. There is a clear need for IHG to address these technical issues and improve the consistency of its customer service to enhance the overall user experience. The app boasts a good overall rating, but the negative reviews highlight specific areas needing immediate attention.

  • Strengths: Ease of booking, user-friendly interface, convenient access to membership benefits, dependable service across locations.
  • Weaknesses: Login issues, problems using reward points, inconsistent pricing, poor customer service experiences, digital key malfunctions, and issues with applying card offers.
  • Overall Sentiment: Mostly positive, but with significant negative feedback related to specific functionality and customer service issues.
  • Quantitative Metrics:
    • Overall Rating (based on score distribution): Approximately 4.34 stars (weighted average).
    • 5-Star Reviews: 66.8% (334/500)
    • 4-Star Reviews: 4.6% (23/500)
    • 3-Star Reviews: 5.2% (26/500)
    • 2-Star Reviews: 6.4% (32/500)
    • 1-Star Reviews: 17% (85/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but based on the reviews, they appear to span at least several months, if not longer, into 2024.
  • Analysis Methods:
    • Sentiment analysis: Categorizing reviews as positive, negative, or neutral based on the text.
    • Keyword extraction: Identifying frequently mentioned issues, features, and sentiments.
    • Thematic analysis: Grouping related issues and suggestions to identify key user pain points and requested features.

Key User Pain Points

  • Login Issues: Many users report difficulty logging in, often encountering errors or being locked out of their accounts, even with Face ID/Touch ID enabled. This is a recurring and frustrating issue.
  • Reward Point Redemption Problems: A significant number of users complain about the inability to use their reward points for bookings, especially for free nights, or difficulty finding available rooms when using points. This devalues the loyalty program and frustrates members.
  • Pricing Inconsistencies: Several users mention discrepancies between the advertised price and the final price at checkout. Some note that prices increase unexpectedly during the booking process. This creates distrust and a perception of dishonesty.
  • Poor Customer Service: Many reviewers describe negative experiences with customer service, including long wait times, unhelpful representatives, and unresolved issues. Inconsistent customer service quality is a major concern.
  • App Functionality Issues: Several users have reported issues with the digital key not working, the app crashing or freezing, and difficulty with the credit card scanning feature.
  • Card Offer Issues: Some users have reported that card offers do not apply automatically and they are unable to link the card to their account.
  • Cancellation Issues: Difficulty canceling reservations through the app and facing charges even when cancellation should be free.

Frequently Requested Features

  • Improved Digital Check-in: Many users want the digital check-in feature to be restored or improved.
  • PDF Receipts: Users consistently request the ability to receive receipts as PDF attachments for expense reports.
  • PayPal Integration: Some users would like the option to pay with PayPal.
  • Ability to Add Multiple Guests: Users want to be able to add the names of all guests to the reservation so anyone can check in.
  • Hotel Contact Number: Requesting direct access to hotel contact numbers instead of just the booking agent number.
  • Map View with Hotels Listed: Users want a map view within the app that displays IHG hotels and rates in a given area.
  • Improved Search Filters: Users want more comprehensive search filters, such as the ability to save "Pets Allowed" filter.
  • Option to book different room types in one reservation: The ability to book different room types (e.g., a king room and a double queen) in a single reservation.

Strengths and Positive Aspects

  • Ease of Booking: Many users find the app easy to use and navigate, making the booking process quick and straightforward.
  • Convenience: The app is praised for its convenience, especially for last-minute bookings and managing reservations.
  • Rewards Program Access: Users appreciate having easy access to their membership details, points balance, and exclusive offers.
  • Dependable Service: Several users highlight the consistent quality and service they experience at IHG hotels across different locations.
  • User-Friendly Interface: The app's intuitive design is frequently mentioned as a positive aspect.

Prioritized Action Recommendations

High Priority:

  • Address Login Issues: Investigate and fix the recurring login problems to ensure users can access their accounts reliably. (Impact: High; Frequency: High)
  • Improve Reward Point Redemption: Streamline the reward point redemption process, ensuring that points can be easily used for bookings and that reward night availability is accurate. (Impact: High; Frequency: High)
  • Ensure Pricing Consistency: Implement measures to prevent pricing discrepancies and ensure that advertised prices match the final price at checkout. (Impact: High; Frequency: Medium)
  • Enhance Customer Service Training: Improve customer service training to ensure consistent and helpful support experiences for all users. (Impact: High; Frequency: Medium)

Medium Priority:

  • Restore/Improve Digital Check-in: Reinstate or enhance the digital check-in feature to improve convenience for travelers. (Impact: Medium; Frequency: Medium)
  • Implement PDF Receipt Functionality: Add the ability to generate and email receipts as PDF attachments for expense reporting. (Impact: Medium; Frequency: Medium)
  • Address App Functionality Issues: Resolve reported issues with the digital key, app crashes, and credit card scanning. (Impact: Medium; Frequency: Medium)
  • Improve Communication about Fees: Clearly communicate all fees (e.g., pet fees) during the booking process to avoid surprises at check-in. (Impact: Medium; Frequency: Medium)

Low Priority:

  • Integrate PayPal: Consider adding PayPal as a payment option. (Impact: Low; Frequency: Low)
  • Add Multi-Guest Check-in Feature: Allow users to add multiple guest names to reservations. (Impact: Low; Frequency: Low)
  • Enhance Search Filters: Implement more comprehensive and customizable search filters. (Impact: Low; Frequency: Low)
  • Add Hotel Contact Numbers: Display direct hotel contact numbers within the app. (Impact: Low; Frequency: Low)

Opportunities for Startup Ideas

  • Hotel Booking Concierge Service: A service that automatically monitors hotel rates and reward point availability, notifying users when their desired rooms become available at their preferred price or point level.
  • Automated Expense Reporting for Hotels: An app that automatically pulls hotel stay information and generates expense reports in various formats (PDF, CSV) for easy submission.
  • Dynamic Pricing Alert System: A system that alerts users when hotel prices fluctuate significantly, allowing them to book at the optimal time.

Trends and Observations

  • Language Preference: The majority of reviews are in English, but there are a few in other languages (e.g., Spanish, Arabic, Chinese), indicating a global user base.
  • Positive Sentiment Towards Staff: Many reviews praise the friendliness and helpfulness of hotel staff, suggesting that IHG's customer service at the property level is generally strong.
  • Inconsistent App Experience: The app's performance appears to be inconsistent, with some users reporting seamless booking experiences and others encountering numerous technical issues.

Conclusion

The IHG Hotels & Rewards app has a solid foundation with its user-friendly interface and convenient booking process. However, to truly excel, IHG needs to address the recurring technical issues, improve the consistency of its customer service, and enhance the reward point redemption process. By prioritizing these improvements, IHG can significantly enhance the user experience and strengthen its customer loyalty.

Overall Recommendation: Focus on fixing the high-priority issues related to login, reward points, pricing, and customer service to improve user satisfaction and maintain a competitive edge in the hotel booking market.

Original App Link

https://apps.apple.com/us/app/ihg-hotels-rewards/id368217298?uo=2