Enrolling Stay Assessment Rebate Program for 2016
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1 Enrolling Stay Assessment Rebate Program for 2016 Today, an IHG hotel is charged a flat assessment of US $4.75 on any guest enrolled during the course of a qualifying stay at that hotel. In 2016, these enrolling stay costs will be credited back for any hotel that meets or exceeds the IHG Rewards Club Enrollment Standard each quarter and captures a required number of valid s that is equal to the Quarterly Enrollment Standard. All IHG hotels in good financial standing will be eligible for this credit, except for hotels that are committing fraudulent enrollment activity. Hotels that enter or exit the IHG system during a quarter will not be eligible for any payout (only Hotels that have participated the entire quarter are eligible). Program Timing: Jan. 1, 2016 Dec. 31, The following InterContinental Hotels Group (IHG) brands, located within the AMER, Europe and AMEA regions, are eligible to participate in the IHG Rewards Club 2016 Enrollment Incentive: InterContinental, Crowne Plaza, Hotel Indigo, EVEN Hotels, Holiday Inn, Holiday Inn Select, Holiday Inn Resort, Holiday Inn Express, Staybridge Suites and Candlewood Suites. 2. To earn the Quarterly Assessment Rebate in 2016, a hotel must meet or exceed the IHG Rewards Club Enrollment Standard for the quarter and capture a required number of valid s that is equal to their Quarterly Enrollment Standard. 11
2 Enrolling Stay Assessment Rebate Program for Terms & Conditions 3. IHG Rewards Club will credit back assessments incurred based on the IHG financial billing periods. Today, a hotel pays a flat assessment of US $4.75 on any enrollment that occurs in conjunction with a qualified stay at that hotel. Invoice amount will be credited in local currencies ONLY. Hotels will be unable to reconcile previous dates in PeopleSoft due to currency changes throughout the year. Financial billing periods and payout schedule are as follows: If incentive is met in: Then all enrolling assessments paid in billing cycle: Will be credited on: Q Dec. 27, 2015 Mar. 26, 2016 Jun invoice Q Q Q Mar. 27, 2016 June 26, 2016 June 27, 2016 Sept. 26, 2016 Sept. 27, 2016 Dec. 26, 2016 Sept invoice Dec invoice Mar invoice 4. Hotels will only receive a rebate for the cost of their Enrolling Stay Assessments, defined as: enrollments on a points earning rate (not OTA or some negotiated rates) where the member was issued 1,000 points and the hotel was charged a flat assessment fee of $4.75. The rebate will be an amount equivalent to the Enrolling Stay Assessments a hotel paid in the billing periods shown in section 3, above. Example: A hotel has 100 enrollments 75 of them are Qualified Enrolling Stays Total rebate amount is $ (75 x $4.75) 12
3 Enrolling Stay Assessment Rebate Program for Terms & Conditions 5. IHG Rewards Club Enrollment Standard must be met, along with capturing the same number of valid s in the quarter. Hotels must enroll a monthly minimum number of guests. Enrollment minimums are based on both IHG brand affiliation and hotel size. Compliance with the IHG Rewards Club Enrollment Standard is measured by quarter. For more information, please see the IHG Rewards Club Standards and Reference Guide, available on IHG Rewards Club Source. 6. Hotels must capture the same number of valid s as Qualified Enrollments to achieve the rebate program target for the quarter. A valid is: Not a duplicate in the IHG Rewards Club system In the standard Able to receive s confirmed by Welcome and a third-party validation company partner of IHG Hotels must achieve both targets to be eligible. Hotels that achieve the Qualified Enrollment number but miss the capture number are considered to have missed the overall rebate program target and are ineligible to receive a rebate payout. 7. All hotels in good financial standing and in the system at the time at the beginning and end of the quarter, and not shown to have committed fraudulent activity, are eligible for the rebate. Hotels that leave the system after the end of the quarter but before the payout date are still eligible for the rebate. IHG Collection will review outstanding balances for all hotels as on month end, following the close of the quarter to ensure the hotel is in Good Financial Standing with IHG. Hotels not in good standing would be given 30 additional days to make payment for outstanding balances and only then be placed in Good Financial Standing. All these hotels would be eligible for the rebate that will be issued in next billing cycle, i.e., approximately 2 months later than the hotels that were originally in good standing. Hotels that do not make payment in extended 30 days will forfeit the reimbursement. Determination of the good financial standing is solely at the discretion of the regional IHG Credit & Collections department. Any disputed billing with IHG would be considered as an exception provided Credit & Collections team has been informed about it and the disputed item has not been validated. In such cases the hotel should pay the remaining fee to be considered for Good Standing. 8. Compliance will be measured against quarterly requirements. Performance Tracker shows hotel s monthly Qualified Enrollments for all three months of the quarter. The monthly minimum is provided to show pace toward achieving the quarterly goal. 13
4 Enrolling Stay Assessment Rebate Program for Terms & Conditions 9. Hotels that successfully meet the rebate requirements will receive notification by IHG on Performance Tracker at the close of the quarter. Hotels that qualify for the rebate will automatically receive a credit on their IHG consolidated invoice. It will be credited as a separate line item on their IHG invoice after all data for a given quarter has been validated. IHG invoices are available for review around the 10th of the month following the end of the billing cycle. Details of the Enrolling Stay Rebate can be viewed in IHGSmartPay once the IHG invoice is available. 10. Hotels that believe the compliance report Enrollment Standard and/or Capture data for the quarter are incorrect must file an exception request through Performance Tracker within 60 days after the Quarterly Performance Tracker report is posted. Exception requests after the 60-day period will not be accepted. If a hotel believes the Enrolling Stay Rebate amount posted to their account is incorrect, they must dispute it within 30 days from the release of the invoice where the payout is reflected. Any disputes after the 30-day period will not be considered. 11. Hotels that go into Cure have failed the standard for the quarter ended and are not eligible for the rebate. Since the program is quarterly, hotels in Cure or Assess are eligible for the rebate in future quarters as long as they are no longer in Cure or Assess status during those later quarters. Hotels that fail to meet the Enrollment Standards for a quarter have the opportunity to request an Exception. If approved, the hotel will be considered in compliance for the previously completed quarter and may be eligible for rebate in future quarters provided they meet the Enrollment Standards for the remaining quarter(s) and all other requirements including the requirement are met. 12. Front Desk Employees must obtain guest permission prior to enrolling guest in IHG Rewards Club and/or entering their address into the system. Random enrollment audits are conducted by IHG Rewards Club on a monthly basis. Should any hotel or Front Desk Employee be identified as not having obtained guest permission or having enrolled existing IHG Rewards Club members or addresses in the system, resulting in a duplicate membership or address or having otherwise misrepresented enrollments or addresses, the applicable hotel will be immediately disqualified from the rebate program. IHG will also investigate enrollments at hotels when a guest complains of having been enrolled without their knowledge or permission and, if the guest complaint is verified, the applicable Hotel will be disqualified from the rebate program and further action may be taken by IHG Rewards Club. 13. All payments will be subject to any local tax or other local regulations and deductions, if applicable. 14. IHG Rewards Club reserves the right to add, modify, delete or otherwise change any rules and/or Terms and Conditions related to the Enrolling Stay Assessment Rebate Program at its sole discretion, with or without notice InterContinental Hotels Group. All Rights Reserved. Most hotels are independently owned and/or operated. 14
5 How does the program work? Hotel Size (No..o ofr rooms) Example: = 0 = * *Represents the entire Holiday Inn brand family; Holiday Inn, Holiday Inn Express, Holiday Inn Club Vacations and Holiday Inn Resorts 2016 InterContinental Hotels Group. All rights reserved. Most hotels are independently owned and/or operated.
6 Your Guide to Enrollment Success ENROLL FOR REWARDS PROGRAM MONTHLY Achieve your monthly qualified enrollment + valid address targets YOUR EMPLOYEES GET 500 points per qualified enrollment with valid address for that month MEET FOR ALL 3 MONTHS OF THE QUARTER, THEN: IHG REWARDS CLUB ENROLLMENT STANDARD ENROLLING STAYS ASSESSMENT REBATE QUARTERLY Hotel meets required quarterly qualified enrollment minimum QUARTERLY Hotel meets required Quarterly Enrollment Standard + same number of valid addresses YOU GET Standard met - In compliance YOU GET Hotel earns US $4.75 assessment fee rebate for each qualified stay DEFINITIONS AT-A-GLANCE Enrollment Assessment Fee: IHG hotels are charged a flat assessment of US $4.75 on any guest enrolled during the course of a qualifying stay at the hotel. IHG Rewards Club Enrollment Standard: All hotels must enroll a quarterly minimum number of guests into IHG Rewards Club. Enrollment minimums are based on both IHG brand affiliation and hotel size. Valid Address: An address that follows proper format (username@ .com), has no bounce back from the welcome and is not a duplicate in the IHG Rewards Club system. Qualified Stay: A stay on a qualified rate where the member was issued 1,000 points and the hotel was charged a flat assessment of US $4.75. Qualified Enrollment (QE): An enrollment that takes place during the guest s stay No earlier than 24 hours prior to check-in and no later than upon guest check-out Must be at the same hotel as the stay Member s information (including name, address, etc.) is not a duplicate in the IHG Rewards Club system Qualified Rate: A rate booked by a guest that is eligible to earn points or airline miles. Non-qualifying Rate: A rate booked by a guest that is not eligible to earn points or miles. If non-members who booked these rates are enrolled by the hotel, the enrollment will count toward the monthly enrollment target. The guest does not earn points/miles and the hotel is not charged the assessment fee. For more information about the Enroll for Rewards program, IHG Rewards Club Enrollment Standard and Enrolling Stays Assessment Rebate, visit Merlin.
7 2016 Enrolling Stay Assessment Rebate FAQ Today, an IHG hotel is charged a flat assessment of US $4.75 on any guest enrolled during the course of a qualifying stay at that hotel. In 2016, these Enrolling Stay Assessment costs will be credited back for any hotels that meet or exceed the IHG Rewards Club Enrollment Standard each quarter and capture a required number of s that is equal to their quarterly Enrollment Standard. 1
8 2016 Enrolling Stay Assessment Rebate FAQ Hotels Q: What does a hotel need to do to earn the Enrolling Stay Assessment Rebate? A: To earn the assessment rebate in 2016, a hotel must meet or exceed the IHG Rewards Club quarterly Enrollment Standard and capture a required number of s that is equal to their quarterly Enrollment Standard. Q: What will I be credited back if I meet the quarterly IHG Rewards Club Enrollment Standard and Capture requirement? A: IHG Rewards Club will credit back assessments incurred based on the IHG financial billing periods. Invoice amount will be credited in local currencies. Financial billing periods and payout schedule are as follows: If incentive is met: Then all enrolling assessments paid in billing cycle: Will be credited on: Q Q Q Q /27/15 3/26/16 3/27/16 6/26/16 6/27/16 9/26/16 9/27/16 12/26/16 Jun invoice Sept invoice Dec invoice Mar invoice Q: What is the cost today for an Enrolling Stay Assessment? A: Today, a hotel pays a flat assessment of US $4.75 on any enrollment that occurs in conjunction with a qualified stay at that hotel. Q: What is the IHG Rewards Club Enrollment Standard? A: All hotels must enroll a quarterly minimum number of guests into IHG Rewards Club. Enrollment minimums are based on both IHG brand affiliation and hotel size. Compliance with IHG Rewards Club Enrollment Standard is measured by quarter. For more information, please see the IHG Rewards Club Reference Guide, available on IHG Rewards Club Source. 2
9 2016 Enrolling Stay Assessment Rebate FAQ Hotels Q Are all hotels eligible to earn the Enrolling Stay Assessment Rebate? A: All IHG hotels in good financial standing, and in the system at the beginning and end of each quarter, will be eligible for the rebate. Hotels that leave the system after the end of quarter but before the payout date are still eligible for the rebate. Q How will a hotel know whether they are meeting the IHG Rewards Club Enrollment Standard? A: Compliance will be measured against quarterly requirements. Performance Tracker shows hotel s monthly Qualified Enrollments for all three months of the quarter. The monthly minimum is provided to show pace toward achieving the quarterly goal. Q How will I know if my hotel has successfully qualified for the Enrolling Stay Assessment Rebate? A: Hotels that successfully meet the rebate requirements will receive notification by IHG. Q How will hotels receive the Enrolling Stay Assessment Rebate? A: Hotels do not need to submit an official waiver. Hotels that qualify for the rebate will automatically receive a credit on their IHG consolidated invoice. It will be credited as a separate line item on their IHG invoice after all data for a given quarter has been validated. IHG invoices are available for review around the 10th of the month following the end of billing cycle. Q Are there dates that I need to be aware of? A: Yes. If you believe your hotel s compliance report with the IHG Rewards Club Enrollment Standard and capture are incorrect, you must file an exception request through Performance Tracker within 60 days after your Quarterly Performance Tracker report is posted. If you believe the Enrolling Stay Assessment Rebate amount you received is incorrect, you must dispute it within 30 days from the release of the invoice where the payout was reflected. 3
10 2016 Enrolling Stay Assessment Rebate FAQ Hotels Q: Why is it important for all hotels to enroll guests into IHG Rewards Club? A: Hotel guests enrolled into IHG Rewards Club tend to be the most active and productive members. About 40% of all IHG Rewards Club members in a hotel on any given night were originally enrolled in another IHG hotel. Q: Are hotels that go into Cure eligible to earn the Enrolling Stay Assessment Rebate? A: Cure indicates that a hotel failed the standard for the quarter ended. Hence, hotels that go into Cure will no longer be eligible. Remember that this is a quarterly incentive. Hotels that fail a quarter are still eligible to participate for the remaining quarter(s). Q: Are hotels that were granted an Enrollment Standard Exception during the course of the quarter eligible to earn the Enrolling Stay Assessment Rebate? A: Hotels that fail to meet the Enrollment Standards have the opportunity to request an Exception. If approved, the hotel will be considered in compliance for the previously completed quarter and may be eligible for the rebate provided that all other requirements are met (see page 3). Q: Are there any terms & conditions stipulations that I should be aware of? A: Yes. IHG reserves the right to restrict, suspend, alter or withdraw the Enrolling Stay Assessment Rebate program at any time without notice. Also, hotels must be in good financial standing on month end, following the close of the quarter to ensure they can receive the rebate. Hotels not in good standing would be given 30 additional days to make payment for outstanding balances and only then be placed in Good Financial Standing and eligible for the Rebate. Hotels that do not make payment in extended 30 days will forfeit the reimbursement. Any disputed billing with IHG would be considered as an exception provided Credit & Collections team has been informed about it and the disputed item has not been validated. In such cases the hotel should pay the remaining fee to be considered for Good Standing. Determination of the good financial standing is solely at the discretion of the regional IHG Credit & Collections department. 4
11 2016 Enrolling Stay Assessment Rebate FAQ Hotels Q My hotel has changed its currencies multiple times throughout the year; how will those changes impact the currency conversation rates in relation to reimbursement totals? A: The amount assessed within the invoice will be credited back in local currencies ONLY. Be advised that your hotel will be unable to reconcile previous dates in PeopleSoft due to currency changes throughout the year. Q Will my hotel get a rebate for all enrollments in a given quarter? How is the credit calculated? A: As a reminder, hotels will only get a rebate for the cost of their Enrolling Stay Assessments; these are enrollments that occur in conjunction with a qualified stay, where the member was issued 1,000 points and the hotel was charged a flat assessment of $4.75. Essentially, the rebate amount is equal to the Enrolling Stay Assessments a hotel paid in billing periods described one page 1. Example: If your hotel had a total of 100 enrollments in Q but only 75 of those are Qualified Enrolling Stays, your total rebate amount will be $ (or 75 x $4.75). Q Where can hotels find the Enrolling Stay Rebate Summary details? A: Hotels can find the details of their Enrolling Stay Assessment Rebate through IHGSmartPay, once the IHG Invoice is available. Information on how to view the details on your invoice will be provided shortly. Q Who can my hotel contact to ask additional questions about the Enrolling Stay Assessment Rebate? A: Contacts: askihgrewardsclub@ihg.com askihgrewardsclub.standards@ihg.com 2016 InterContinental Hotels Group. All Rights Reserved. Most hotels are independently owned and/or operated. 5
12 Hotel owners able to earn the assessment rebate for their Quarterly Enrollment Standard. To receive the waiver, hotels must: 1. Meet or exceed the IHG Rewards Club Quarterly Enrollment Standard 2. Capture a required number of s that is equal to their Quarterly Enrollment Standard Qualified Enrolling Stays are enrollments: On a points earning rate (Not OTA or some negotiated rates) Where the member was issued 1,000 IHG Rewards Club points Where the hotel was charged a flat assessment of $4.75 for the new guest enrolled into IHG Rewards Club during their stay If incentive is met in: Q Dec. 27, 2015 Mar. 26, 2016 Jun invoice Q Q Q Then all enrolling assessments paid in billing cycle: Mar. 27, 2016 June 26, 2016 June 27, 2016 Sept. 26, Sept. 27, 2016 Dec. 26, 2016 Will be credited on: Sept invoice Dec invoice Mar invoice IHG Rewards Club will credit back assessments incurred based on the IHG financial billing periods. Invoice amount will be credited in local currencies registered on the last day of the quarter. NOTE: OTA reservations and other non-qualifying rates* (where points are not given for enrollment) newly enrolled in the IHG Rewards Club program are not issued 1,000 points; therefore, these enrollments are neither charged nor rebated the $4.75. Please note the non-qualifying rates count toward the IHG Rewards Club Quarterly Enrollment Standard and help hotels to be eligible to receive the rebate payout. Example: Enrollment Standard *Non-Qualifying Rates: Complimentary Nights, Loyalty Program Related Free Nights, Seasonal Worker/Crew Rate, Distressed Passenger Rate, Net Wholesale Price, OTA Package, 50% Travel Club Discounts Rate, Group Rate, Employee Discount Rate, Friends/Family Rate. 6
13 How to Find Enrolling Stay Assessment Rebate Information This job aid has been developed to help hotels find the details of their Enrolling Stay Assessment Rebate through IHGSmartPay. Step 1: Go to IHGMerlin.com > Applications > IHGSmartPay > Invoice Search Step 2: Enter the timeframe you would like to search. 7
14 How to Find Enrolling Stay Assessment Rebate Information Step 3: Click on the Invoice Number to view the Invoice Summary and Invoice Details. Step 4: This will bring you to the Invoice Summary screen. 8
15 How to Find Enrolling Stay Assessment Rebate Information Step 5: Within the Invoice Summary screen, select Enrolling Stay Rebate to get to Invoice Line Details page. Step 6: This will bring you to the Invoice Line Details screen. Within this screen, click on Get IHG Rewards Club Data 9
16 How to Find Enrolling Stay Assessment Rebate Information Step 7: A detailed list of transactions related to Enrolling Stay Assessment Rebate will be displayed. Step 8: To download the detailed list of Enrolling Stay Assessment transactions, simply click on the Excel icon on the upper right corner InterContinental Hotels Group. All Rights Reserved. Most hotels are independently owned and/or operated. 10
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