ComplaintsforInterContinental Hotels Group

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just want to get a gift certificate. I have called the 800 number and get people who have no clue how to go about this. The off shore customer service that you have versus in ***, They said I have to enroll as a member or whatever. They are not stationed in *** and have no clue. I called Holiday Inn Expresses in ***** NE and none had a clue. What does it take to get a gift certificate for someone? Do you want their business as well as my business as I every number I called went to clueless? I just want a gift certificate for Holiday Inn Express.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 30th -31st 2023, I was meant to stay in the hotel.I paid through Priceline. I arrived that night & got to my room, I purchased a non-smoking room &was so uncomfortable because the room had smoke in it. I tried so hard to manage it because I had no where else to go as a woman and its the middle of the night. I finally managed to go to sleep &literally I was woken up by such a rancid strong heavy scent of smoke in the room. This was to the point I could no longer sleep, it literally woke me up! I called to make a complaint to front desk & the man was entirely rude to me first & said a bunch of unhelpful nothings & then finally questioned me what do you expect me to do about it?. I was so unhappy &felt like this is the worst hotel experience Id ever experienced &wasnt getting the treatment or experience I paid for. The front desk threatened to kick me out &told me the only reason he was going to have mercy on me was because I was a woman &it was the middle of the night. I grew so angry &eventually exchanged words with him &ranted about how this is such poor treatment. Eventually front desk hung up on me, I called back several times after &he ignored me severally. I had to just get up& pack my bags, mind you, check out was at 11AM, I had to leave in the middle of the night because this hotel refused to assist me in any way possible to make the situation better for me or offer me a refund. I demand a refund for my entire poor &hurtful experience! I have tried filing a claim with my bank, to no avail! Tried talking with Priceline &they did nothing about it. The hotel is not even considering my experience of any sort & wont give me my refund back. I have filed a claim with IHG for this same reason and have been treated unfair to the point theyre only offering me ****** points which is not even close to the equivalent of how much I spent with the hotel. They need to refund me my money back or I will speak with my lawyer & file a lawsuit against them.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First off I would like to state I am an IHG Diamond Elite member. I gained this by being loyal to the brand in my stays.On 10/16/2023 I booked a vacation with my earned points in ***********, *******, for 7/13/2024 - 7/21/2024, at IHG Holiday Inn All Inclusive Resort. That is 9 months in advance of the trip. As you can imagine, throughout the time in between (9 months), my family and I planned and paid for flights, extra amenities, and multiple excursions.Fast forward to June 15th, 2024. 28 days prior to leaving for my vacation that has been planned for 9 months. I get an email stating my trip has been canceled because IHG will no longer own the property beginning June 30th and my trip will not be honored.#1: IHG management should have had enough foresight to negotiate into the sale that all their existing members plans were taken care of. This alone is a total oversight, and no fault of my own.#2: I tried contacting multiple employees over the course of the first several hours and the last few days. All I have been told is "sorry" and "there's nothing I can do".#3: I'm going to lose several thousands of dollars on non-refundable purchases through no fault of my own. Only do to poor business planning by IHG. Not to mention there is a resolution. IHG has another all inclusive resort in ***********. When I mentioned this, the only response I receive is I don't have enough points. There is no taking into account all the planning my family has done, time off work scheduled, or thousands we will lose due to their negligence. They gave me 80k points "to use in the future". That means nothing to me, as it does nothing to help salvage my long planned family vacation. The fact is, they could have offered to put us up at the other resort, they could have even offered to take the cash value of my points and us cover the rest to save our vacation; but they didn't. They are now ignoring me thinking this is all acceptable and it is far from it.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at the *** hotel, Crowne Plaza Shenandoah-Woodlands, Confirmation # ********, June *****. I have stayed at this hotel multiple times. Although their elevator is always broken, only one side works each time I've stayed, causing long lines, I continued to stay. But this time was a much worse experience. Something is wrong with their building hvac, the hallway vent are making strange noises, hot at times, and worse, leaking exhaust fumes, which is coming into the rooms. My first room was 629, I stayed one night because I was tired and couldn't move any more, but was very scared to sleep with the fumes thinking that I may not wake up. The next day I moved to room 412, still same thing. Someone at the desk told me that a rep went upstairs but did not notice a smell. The smell seemed to come and go, possibly when trying to ignite the unit, and the smell was much worse on the end where room 629 is, as opposed to the other end of the hall. It is possible that the rep was also already used to the smells from lingering in the building. I believe that I am owed a refund of my points due to this horrible stay. But moreover, if this very scary issue is not addressed and the exhaust system resolved, you have lost a very loyal customer

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The Transaction date April 27 and 28th 2024 I was charged $479.66 ($239.83 twice) on my credit card for a room after I called to cancel the reservation due to a medical emergency. The website did not make it clear that you would be charged if the the reservation was canceled.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in March, I booked an ocean-view motel room at Holiday Inn - ************* (address *******************************************), which is an IHG hotel. We paid $278.17 for the ocean view room. When we arrived, we noticed there was a lot of construction going on in the north wing of the motel. They put us in that section. All of the construction vehicles block off this section of the hotel from the rest of the hotel. In order to get to our room, we had to enter through an entrance marked "construction entrance." Most of the parking was filled with construction vehicles (picture attached). A room that was just a couple doors down from us was converted to the construction company's office (picture attached). I was operating as a construction business! There were construction workers going in and out of the office, and the construction vehicles were operating and beeping as early as 6:30am. Our view was not an ocean view. We had view of construction (picture attached). It had cyclone fencing to keep out, green construction tarp, gas canisters, and more.I tried to talk to someone at the front desk about it. All she said was that she'd tell the manager. I tried to fill out an online complaint to IHG, but their website didn't recognize my confirmation number. The motel didn't have cell service, so I couldn't call. So, I reached out to IHG on ******** for help. All they said was this: "Thank you for staying at our Holiday Inn Resort, *************. Please accept our apology for the construction on our property." They said nothing else! Notice that our problem wasn't that there was renovation going on, but that we were put in an active construction zone and stayed in part of a construction BUSINESS instead of staying at an **************** that we paid for. IHG is not acknowledging this problem. We believe we should be refunded for paying for something we didn't receive: staying in an oceanview motel room.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  OMG!! WHERE DO I BEGIN....WE CHECKED IN 314 AND THE ROOMS SMELLED LIKE URINE, CIGARETTE SMOKE AND F**** THE **** WERE NOT MADE, APPEARED TO HAVE BEEN SLEPT IN AND NOT MADE. THE ROOM HAD TRASH IN IT AND GARBAGE CAN FILLED. THE BATHROOM SINK AND TUB WAS DIRTY, NO TOWELS AT ALL. WE WENT BACK TO THE ***** DESK ASKING TO BE TRANSFERRED TO A DIFFERENT ROOM AND WE WERE NOT ALLOWED. WE TRIED SLEEPING IN THE ROOM TO FIND BED BUGS ON THE MATTRESS AS WE PULLED THE COVERS DOWN TO STRAIGHTEN THE **** WE TOOK PICTURES AND CONTACTED THE ***** DESK TO BE OFFERED A SOFT DRINK FOR THE INCONVENIENCES AND TOLD NOT TO CONTACT HEADQUARTERS. WE HAD TO GO AND GET BLANKETS TO JUST SLEEP ON THE ***** AFRAID OF **************, WE EVENTUALLY JUST SAT IN THE CHAIRS TO SLEEP. WE COULD NOT GO TO A DIFFERENT HOTEL AS WE HAD ALREAD PREPAID FOR ROOM. I AM AN IHG MEMBER AND HAVE NEVER ENCOUNTERED SOMETHING THIS RIDICULOUS! WE HAD NO ACCOMMODATIONS EXCEPT TO BE OFFERED AN APOLOGY BECAUSE SHE COULD NOT HIRE ENOUGH WORKERS TO DO THE LAUNDRY AND CLEAN THE ROOMS. WE THEN WITNESSED A COUPLE OF HER FRIENDS WALKING IN OFF THE STREETS AND ASKED THEM TO CLEAN OUR ROOM. WE WENT TO THE ROOM WITH THEM AND THEY HAD NO IDEA WHAT THEY SHOULD BE DOING NOR CLEANING EQUIPMENT WAS GIVEN TO THEM. THAT'S WHEN I LOST IT!!! THIS HOTEL DID NOT HAVE ANY FOOD OR RAN OUT OF IT. THEY HAD JUICE AND MILK BUT NO ACTUAL FOOD OR USED THE EXCUSE THE MANAGER NEVER PLACED THE ****** SHOULD THIS BE OUR PROBLEM?? THIS HOTEL WAS SO NASTY WITH KIDS RUNNING AROUND ALL NIGHT WITHOUT ANY ADULT SUPERVISION. THERE WAS NO CHANCE OF FALLING ASLEEP. THIS IS ONE OF THE WORST EXPERIENCES WE HAVE EVER!!! HAD STAYING AT A HOLIDAY INN EXPRESS IN ANY STATE.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 8th, 2024 I checked into the Holiday Inn located in ******* with my *** dog. I was initially told by the desk attendant that I could stay so she CHECKED ME IN. I left to have dinner with a friend and walked my dog for the evening and when I came back I was greeted by an irate employee telling me I could not have my *** dog with me. Keep in mind I have already been checkin earlier that day. After I told the Holiday Inn employee that I was told I could check in earlier he proceeds to tell me I have to go at 10pm and calls the police on me. I was illegally removed from the hotel after being checked in. I would like a full refund to my original debit account used to reserve the hotel room. In addition, because I actually enjoy staying at IHG hotels I checked into a nearby Holiday Inn where my dog was welcomed but after checking out I noticed I was charged an additional ***** per night for my *** dog. I was completely caught off guard because I never had a fee like this before and they have my *** documentation on file as I have provided it before. I would really like to have this taken care of ASAP. I plan on vacationing at an IHG hotel soon but if this is how they treat loyal customers then I have to reconsider. IHG Member #********* IHG Complaint Ref #*********** For May 9th Incident Holiday Inn *********************************************************************************************************************************************************************************************************************** - ******* **************************************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 30, 2024, at approximately 19:00, I checked into ***************** which is located in ********After checking in and placing my personal belongings into room 423, I went to bed and tried to take a nap. However, every time I was close to falling asleep, someone would kick or poke my bed. If I was laying on my right side, this person would kick the left side of my bed. I was called names on each occurrence. For example, at 21:30, I was lying on my left side; this person would kick the right side of my bed and say something like - "Look at your feet...look like a man" or "You animal." I was called names such as ******, Monster, Loser, and Stupid all night long.These shenanigans continued until approximately one hour prior to my check-out.As I was leaving, the person who was harassing me and also a female called me a "Dyke," repeatedly. The person's voice was initially a male and switched to a female's voice; in other words, the person who started the harassment was a male. The person who continued to harass me after 12 am was a female. I did call the ************************** We were unable to review the cameras that their company provided for security.My privacy was invaded because this person accessed my hotel room without my permission.This person watched me as I was in room 423 closely and constantly and invaded my privacy.Because the police officer and I could not access the security cameras, they were not available for my protection during my stay. Hotels are required to prove security for their guest. When security is not available or not adequate, these events happen. This person was an employee or someone who followed me to this hotel. If security was available for our viewing, we would have more answers for the events that took place. No camera or lack of security is an opportunity for crimes.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been staying at the ************** and Suites in **************** since May 1st. USAA, is paying for my stay, which is due to water damage. I have the number for USAA's CEO and my next step is to let them know of my experience. I have already complained to the corporate office for **********, and I have gone to the Secretary of State and found the contact information for ************************* (Bapa L.P.), who owns the property and the property management company, ***************** **** I need to get to the bottom of who ultimately is the responsible party who can make changes. The main problem is the local management, namely, the Manager, ******. ****** has trained me to expect to be lied to and blamed when I bring up a well documented issue, and it is a management style that manifests in dysfunction, so the customer is constantly facing misinformation, negative attitudes, etc. Moved in on May 1, given a room with a broken window with cigarette butts in it, a soaking wet carpet, smelly room missing things supposed to come with it. There has been one working dryer in the hotel since I have been here; a woman who has been here since January says it has been since then. I have taken notes and many pictures of my situation, as I have tried to find comfort for my infant son, myself, and dogs as we are fleeing water damage - given a wet room and no way to dry clothes reliably, and hotel running out of things, making excuses, and lying to me. For instance, ****** told me the dryer problem was an isolated incident and caused by customers like me not emptying the lint trap, knowing full well it's a larger issue -- there are more broken machines than working washing machines and dryers since at least 5/1/24. I can't let me myself get too worked up because it has been an emotional issue living as if I'm not in a first-world country. I have finally been given a new room, but today was treated as if I caused the issues in my old one, and lied to about "small" details once again.

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