OnLine Help

General User Questions | Admin User Questions | Browser Questions | REGGIE Questions | Who to Call?

Q: How do I access security or my account?

A: Go to www.ihgonline.com

The 'Welcome to OnLine' Page will be displayed. New Users can click on the link to Create an OnLine Account. Existing Users can log into OnLine with their OnLine ID and password and click on the My Account link. A list of menu options will be displayed based on access level.

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General User Questions

Q: How can I get an OnLine ID and password?
A: From the Welcome page, click the Create OnLine Account link. Enter the appropriate information using the "Next" button to move to the next section. Once you've completed the registration process and click the "Submit" button, you will receive an e-mail message containing your OnLine ID and password.

After submitting your request for an OnLine account, the following steps will occur:

Note: You will only be able to access the security/my account application until the Hotel Administrator approves your request for OnLine Access.

Q: How can I check the status of my request to find out whether the hotel administrator has approved it?
A: To find out the access request status:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'View My Access Request(s) Status' link.

A list of all access requests with their corresponding status will be displayed. Possible status values are: approved, pending, modified, escalated, and rejected.

Q: How do I know what access level I want/need to be?
A: There are three access levels as a Hotel/Mgmt Co user type.

Administrative - These users have access to all OnLine applications and can update hotel data. They also are responsible for approving all OnLine Security Account requests for their hotel. We strongly recommend that each hotel have only one OnLine Security Administrator. This person is typically the General Manager.
Management - These users have access to all OnLine applications and can update hotel data. However, they cannot approve any OnLine Security Account requests.
General - These users only have access to online service and training catalog information. They cannot access any applications or update any hotel data.

Q: When I enter my HOLIDEX® code during the registration process or when requesting additional access, I receive a message indicating my HOLIDEX Code is invalid. Why?
A: To create an OnLine account, your hotel must have a Franchise Information System (FIS) status of 5, 6, 7, or 20. If your hotel does not, you will receive this message and will need to contact your Franchise Service Manager. You will also receive this message if you entered an invalid HOLIDEX® code.

Q: What should I do if I don't have an e-mail address?
A: Contact your General Manager or the OnLine Security Administrator at your hotel. He may have an e-mail address that you can use or suggest you sign up for a free one at sites such as www.yahoo.com or www.excite.com. An e-mail address is required to receive your OnLine ID and password.

Q: I've created an OnLine Account but cannot access any hotel-specific applications within OnLine. Why?
A: Either the account you've set up does not have the correct access level or the administrator for your hotel has not yet approved your access request. You must have management or administration level access to use hotel specific applications such as WebGuru and Hotel Profile.

Q: I forgot my OnLine password. How can I get it reset?
A: To reset your password:

  1. Click on the 'If you forgot your OnLine ID and/or password, click here' link from the Welcome Page under the Login button.
  2. Enter your OnLine ID and click on the GO link.
  3. A new password will be sent to your registered e-mail account.

Q: I forgot my OnLine ID? How can I find out what it is?
A: Your hotel's OnLine Security Administrator will need to look it up for you. To find out who the OnLine Security Administrator is:

  1. Click on the 'If you forgot your OnLine ID and/or password, click here' link from the Welcome Page under the Login button.
  2. Enter your HOLIDEX Code and click on the GO link.
  3. An informational message will be displayed containing the name of your hotel's OnLine Security Administrator. If you are the OnLine Security Administrator and you've forgotten your OnLine ID, you will need to contact OnLine Customer Care for your Region.

Q: Who is the OnLine Security Administrator for my hotel?
A: To find out who the OnLine Security Administrator is:

  1. Click on the 'If you forgot your OnLine ID and/or password, click here' link from the Welcome Page under the Login button.
  2. Enter your HOLIDEX Code and click on the GO link.
  3. An informational message will be displayed containing the name of your hotel's OnLine Security Administrator.

Q: How can I change my password? The system-generated one is too hard to remember.
A: To change your password:

  1. Log in to OnLine using your system-generated password.
  2. Click on the 'My Account' link.
  3. Click on the 'Change my OnLine Password' link.
  4. Copy/paste or enter your current password. Then, enter your new password and confirm it by re-entering it again.
  5. Click on the 'Submit' button.

You will receive an informational message indicating that your password has been successfully updated and immediately logged out. You will receive an e-mail containing your OnLine ID and your new password.

Q: How can I find out what hotels I currently have access to?
A: To find out what hotels you currently have access to:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'View My Access to HOLIDEX® Codes/Hotels' link.

A list of all hotels you currently have access to as well as the user type and access level will be displayed.

Q: How do I update my account information - such as e-mail address or name?
A: To update your account information:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'View/Edit my Account Profile' link. Account information will be displayed in View Only mode.
  4. Click the 'Edit Profile' link at the top of the page.
  5. Change appropriate information and click the 'Submit' button.

Your OnLine account information and all pending access requests will be updated with the changes.

Q: I already have an OnLine ID with access to only 1 hotel. How can I get access to another hotel?
A: To get access to another hotel:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'Request Access to additional HOLIDEX® Codes/Hotels' link.
  4. Either enter the HOLIDEX Code you would like to have access to OR click on the 'View HOLIDEX Codes' link and click on the code you want access to.
  5. Click the 'Submit' button.

If there is already an OnLine Security administrator at the hotel you are requesting access to, he/she will be responsible for processing your request. If there is no administrator set up, OnLine Customer Care for your Region will be responsible for processing your request.

Q: My password was changed, why?
A: You are required to change your password every 90 days. 15 days prior to that "anniversary" date, you will be notified each time you login that you must change your password. If you do not change your password by the deadline, your password is automatically reset. You will receive a new system generated password via e-mail.

Q: My account has expired, why?
A: Your account will expire if you do not login within a 45 day period. If your account expires, you must contact your hotel's OnLine Administrator or the OnLine Customer Care for your Region Desk to unexpire your account. Your password will be reset to a system generated password as part of the process of unexpiring your account.

Q: My account has been archived, why?
A: You have not used your account in 345 days.

Your account expires if you do not login every 45 days. If you do not have your account unexpired, it will be archived 300 days after it expired. If your account is archived, you must contact the OnLine Customer Care for your Region Desk to unarchive your account. Your password will be reset as part of the process of unarchiving your account. In addition, you will have to request access be granted to your hotel. Please don't use this as an opportunity to create a new account. You will lose the REGGIE history associated with your OnLine User ID.

Q: My request for access to a particular hotel was rejected. How can I find out why?
A: The reason your request was rejected was included in the e-mail message sent to you when your request was processed by the hotel’s OnLine Security Administrator. If you did not receive the e-mail request, you can do the following:

  1. Log in to OnLine using your system-generated password.
  2. Click on the 'My Account' link (3rd option in top navigation bar on Home Page).
  3. Click on the 'View/Edit my Account Profile.
  4. Scroll down to the ‘Edit History' section. Find the entry ‘Request rejected …’, the reason displays below it.

Q: How can I remove my own access to a hotel?
A: To remove your own access:

  1. Log in to OnLine using your system-generated password.
  2. Click on the 'My Account' link (3rd option in top navigation bar on Home Page).
  3. Click on the 'View/Edit my Account Profile'.
  4. Click on the 'Remove Access' link.
  5. Check the boxes next to the hotel(s) you want to remove AND click 'Remove Access' button.
  6. A confirmation message will display asking if you're sure you want to remove your access to this Hotel/Hotels.
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Admin User Questions

Q: I am the new GM. The previous GM is no longer at the hotel and I have no way to access OnLine. How do I get an administrator account set up?
A: To obtain a new Administration level account:

  1. Create an OnLine Account selecting a user type of Hotel/Mgmt CO and access level of Administrative.
  2. You will receive an e-mail containing the OnLine Registration Authorization form and instructions. Complete the paperwork and fax it back to OnLine Customer Care for your Region.
  3. OnLine Customer Care for your Region will approve your request within 24 hours of receiving the fax.

Q: When I log in, why am I now being prompted to review my list of OnLine users?
A: New functionality was recently added to force the hotel administrators to review the OnLine accounts associated with their hotel every 30 days because hotels were not keeping their list of OnLine users current. Each time you are prompted to review your hotel's OnLine users, please remove all users who are no longer employed at your hotel, and reactivate any expired user accounts. Also, each user is limited to 1 OnLine ID - so remove any duplicate OnLine accounts.

Q: How do I approve or reject OnLine Access requests for my hotel?
A:

  1. Login onto www.ihgonline.com
  2. Click on My Account.
  3. Click on View Pending Access Requests.
  4. Click on the username to review the request, click on Approve, Modify or Reject.

Q: I have received an e-mail indicating that an OnLine Access request has been escalated. How often am I expected to process access requests?
A: The hotel administrator is expected to process OnLine Access Requests within a 72 hour period. If the request is not processed within the allotted timeframe, it will be escalated. You will be notified by e-mail that an escalated request is pending and you will be contacted by OnLine Customer Care for your Region to find out why the requests are not being processed.

Q: The OnLine Account for one of my hotel employees has expired. How can I get it reset?
A: To unexpire an account:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'View Expired Accounts' link.
  4. Find the user - and click on the 'Unexpire' link.

An informational message will be displayed indicating the account status has been changed to active. An e-mail will be sent to the user with their OnLine ID and a system-generated password.

Q: The OnLine Account for one of my hotel employees has been archived. How can I get it reset?
A: You need to contact OnLine Customer Care for your Region and provide them with the OnLine ID that needs to be unarchived.

Q: How can I find out what OnLine ID's have been set up at my hotel?
A: To see all OnLine ID's associated with a hotel:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'View Organizational Members' link.

You will be able to review all OnLine ID's at your hotel and confirm that the access level (administration, management, or general) and status (active, expired) are correct.

Q: How can I change the access level for one of my hotel employees after I've already approved their access request?
A: To change the access level of an existing user:

  1. Log in to OnLine.
  2. Click on the 'My Account' link.
  3. Click on the 'View Organizational Members' link.
  4. Click on the link associated with the user's OnLine ID.
  5. Click on the 'Change Access Level' link.
  6. Select the desired access level and HOLIDEX Code. Then, click the 'Submit' button.

You will receive an informational message confirming the access level has been changed.

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Browser Questions

Q: I just upgraded my Internet Explorer browser to 6.0 and now I can not log in to OnLine. I just keep getting returned to the login page - no error message is displayed. Does this have to do with the newer version of the browser?
A: There is a known problem with IE6 and our server redirection scripts. You can workaround this problem by changing your browser settings.

  1. From the browser, select click on the Tools menu, then select Internet Options.
  2. Click on the Security tab.
  3. Click on the "Internet" (represented by the world icon).
  4. If the "Security level for this zone" is set to Medium or below, JavaScript is enabled. Skip to step 9.
    If the setting is High or Custom, continue with step 5.
  5. Click on the "Custom Level" button.
  6. Scroll down to the "Scripting" section (near the bottom).
  7. Under "Active Scripting", click on the "Enable" radio button.
  8. Click on "OK" to close the Security Settings dialog.
  9. Click the Privacy tab.
  10. Make sure that the Settings slider is set to Medium or lower.
  11. Click the Edit button.
  12. In the "Address of Web site" input box, type "ihgonline.com" (without the quotes).
  13. Click the Allow button to add the site to the list.
  14. In the "Address of Web site" input box, type "ichotels.com" (without the quotes).
  15. Click the Allow button to add the site to the list. (Both sites should now appear in the list with "Allow" next to them.)
  16. Click OK to close the Privacy dialog.
  17. Click OK to close the Internet Options dialog.

You should now be able to log into the OnLine sites!

If you need additional assistance with your browser configuration settings, click here.

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REGGIE Questions

Q. What about REGGIE?
A. REGGIE says... Don’t Lose Your Training History! Should you or one of your associates transfer from one InterContinental Hotels Group brand property to another, remember the following: Be sure to keep the same OnLine User ID you used at the previous property. REGGIE history is associated with your OnLine User ID.

To transfer your OnLine account to your new hotel:

If there is already an OnLine Security administrator at the hotel you are requesting access to, he/she will be responsible for processing your request. If there is no administrator set up, Hotel Systems Support will be responsible for processing your request.

Also, if you are the OnLine Administrator for your hotel and an associate has left your property, you will need to do the following:

Creating a new User ID at your new hotel will result in your having two separate Training History records in REGGIESM . If you keep the same User ID throughout your career with InterContinental Hotels Group, your training history will follow you!

Q: How can I find out if my OnLine account has any REGGIE training history records associated with it?
A: To find out if you have REGGIE History associated with your OnLine account:

  1. Log in to OnLine using your system-generated password.
  2. Click on the 'My Account' link (3rd option in top navigation bar on Home Page).
  3. Click on the 'View/Edit my Account Profile.
  4. Scroll down to the 'Has REGGIE history?' field. It will either indicate 'No' or 'Yes - x records' (x is the number of registrations in REGGIE associated with this OnLine account).
To find out more detailed information regarding the history records, you will need to go to the REGGIE application.
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Who to Call?

Q: How do I contact OnLine Customer Care?
A:

Region: Phone E-Mail
Americas 1-866-447-9783 Online.MultiMediaSupport@ichotelsgroup.com
AsiaPac   APonline@ichotelsgroup.com
EMEA   EMEAonline@ichotelsgroup.com