If your IHG points are missing after checkout, first identify what is missing: the stay itself or a promotional bonus. IHG’s current One Rewards FAQ says to allow five business days for stay points and up to six weeks for promotional bonus points, with promotion processing times varying. If the applicable period has passed, it directs you to its Missing Points form.[1]
Use the checklist below to prepare a focused request. This is a preparation guide, not a points calculator or a promise that your stay qualifies. Keep your booking records private; you do not need to upload anything to BigBears.
1. Identify the missing component before counting days
- No stay credit: Find your checkout date and compare it with IHG’s five-business-day guidance. Do not treat business days as calendar days.[1]
- Stay credited, promotion missing: Save the posted stay entry and the promotion you expected. IHG allows up to six weeks for promotional bonuses and notes that processing varies by promotion.[1]
- Card or partner points missing: Separate these from the hotel stay. This guide does not establish a posting deadline for card spending, dining rewards, or other partner activity.
Write down which component you expected and which entry you actually see. “My stay is missing” and “my stay posted but the promotional bonus did not” describe different problems. If both are missing, keep separate notes rather than combining everything into one unexplained total.
2. Check eligibility, not just the elapsed time
Review the current FAQ’s qualifying-rate section before assuming that payment alone means you should receive room points. For example, IHG says Reward Night/Free Night stays do not earn points on the room rate or its equivalent, although other eligible charges can earn points.[1]
Save the booking channel and exact rate description. If you cannot establish whether your rate qualifies, ask Customer Care to review it instead of asserting that credit is owed. Check whether your membership was associated with the reservation, and preserve any promotion registration confirmation or offer terms you have.
Do not apply another hotel program’s rules to this request. This worksheet is specifically for IHG One Rewards; it does not establish a claim deadline or eligibility rule for Marriott or any other program.
3. Build a private missing-points checklist
Copy this list into your own notes. These are suggested preparation items, not a list of mandatory IHG form fields.
- Hotel name and location; check-in and checkout dates.
- Reservation reference, booking channel, and rate description.
- Whether the reservation shows your IHG membership association.
- Final hotel folio and any relevant booking confirmation.
- Missing component: entire stay, promotional bonus, or something else.
- Account activity already visible, with the date you checked it.
- Promotion name, saved terms, and registration evidence, if relevant.
- Earlier support case reference and any response received.
Keep the original folio unchanged for your records. Share supporting details only through an official private support channel, and do not post your membership number, reservation reference, payment details, or documents in public comments.
4. Use the official route, with a fallback if it fails
- Open the current IHG customer-care FAQ and check its missing-points guidance.[1]
- Follow the official Missing Points link. During our check, this redirected to IHG’s general customer-care forms page rather than a standalone form.[2]
- If a Missing points option appears, select it. If the page fails to load, return to IHG’s FAQ and use its Customer Care route. Do not assume a blank page means a request was submitted.
IHG asks members raising missing-point concerns to be ready to explain how and when the points were earned.[1] We have not tested an authenticated submission or verified the fields shown after sign-in.
5. Copy a focused review request
Hello IHG Customer Care, please review missing points for my stay at [hotel] from [check-in] to [checkout]. The missing component is [stay credit / promotional bonus]. My account currently shows [entry or no entry], checked on [date]. I booked through [channel] at [rate description]. The relevant promotion, if any, is [name]. Please confirm eligibility, any additional information needed, and a case reference. I can provide supporting records through your official private channel.
Save the response alongside your worksheet. If support asks for more information, answer that specific request. If the guidance period has not passed, retain your evidence and recheck afterward; if it has passed, use the official review route rather than assuming an outcome. Posting guidance is not a guaranteed resolution time.
Next step: Once you have gathered your records using the checklist above, use the official IHG Missing Points link in step 4 to submit your review request. Keep a copy of any case reference number you receive.
Related Guides
- Marriott Stay Missing After Checkout? Two Waiting Periods and One Form
- Hilton Cancellation Refund Not Received? Check Who Took Payment First
- Hotel Cannot Find Your Third-Party Reservation?
Sources
[1] https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions
[2] https://www.ihg.com/hotels/us/en/customer-care/forms/missing-points