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  • Nice hotel but I'll never stay again. Signed up for the reward program in my last stay and IHG linked my email and phone with someone else's credit card and address. I discovered the problem when I almost swiped to book a room and stopped because the last four numbers of the card didn't look familiar. Checked the profile and that's Not Me. Wrong address, state, and it's not my card. Obviously, I (the Real Me) didn't want to charge Not Me for my reservation, and I wondered who had my name, address and credit card number. Real Me called the hotel, explained the issue, and the operator sent me to reservations. Reservations had no idea what to do and promised the next person would know . . . This happened six times and started an hour long international phone odyssey that left Real Me shocked at the ineptitude of IHG and its reward program. Each time IHG employees passed me off it was with assurance that the reward program and/or fraud prevention would fix it. Instead, each time I got staff who tried to re-define the problem into something simple, like trying to join to accounts--putting Real Me and Not Me on the same account. (Real Me: No, that's not the issue. That's a whole different Not Me person . . .) Or this one: since my phone and email address came up in the computer as Not Me, Real Me is mistaken and I'm actually Not Me. Circular reasoning at its finest--its in the computer so it must be correct. (Real Me: No, I'm not taking the computers word that I'm actually Not Me in a different state where I never lived with a credit card I don't recognize). Really. That happened. Or this one: it's not IHG's problem. I should call the credit card company and change my address. So Real Me should call Not Me's credit company. (Real Me: how can I do that if I don't know Not Me's company, and it's not my card . . .) Or this: Since I stayed at the hotel I should pay my bill. (Real Me: what are you talking about?) Or this: How did Real Me discover it was Not Me's card? Real Me: tried to book a room using the app. Call center: how did you get Not Me's card? Real Me: face palm. Called the hotel and left a message because there's no manager working. I've spent now 90 minutes trying to help Not Me and protect Real Me from fraud. Seems like I'm the only one who cares about that, and I can't trust my personal information to a company that inept. Never again.
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