ComplaintsforInterContinental Hotels Group
Hotels
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Complaint Details
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Initial Complaint
07/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I booked a paid reservation with ********************************* Hotel from March 1, 2024 to March 3, 2024. Confirmation No. ********. Additionally, I booked another reservation with my complimentary reward night certificate at the same hotel from March 3, 2024 to March 4, 2024. Confirmation No. ********. According to IHG program guidelines I was supposed to earn reward points on all paid reservation while no earning will be granted on complimentary reward nights. This is fair.However IHG refused to credit my accounts for the two paid nights on March 1 and March 2. I have contacted IHG twice but it has been four months and IHG still refuse to credit my account.Additionally, IHG charged my AMEX account in the amount of $256.75 on March 12, 2024 without my authorization. I presented my Chase credit card to the check out agent at check out on March 4, 2024.The resolution I desire is that IHG credit my account with appropriate rewards points per the program guidelines and reverse the charges on my AMEX account and re-post the $256.75 charges to my Chase credit card which also allow me to earn IHG rewards points. Additionally I respectfully demand IHG ************ to not keep my AMEX account on file for credit card fraud reasons. I strongly believe the unauthorized charges on my AMEX account is unprofessional if not illegal.Please help me resolve this issue with IHG. Thank you.Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
July 12th, 2024 I drove three hours from ********* to ******. Got to the Hotel to check in a little after midnight and was told my reservation was cancelled. I asked the front desk why It was canceled, I didn't cancel. He said he didn't know but he was sorry he couldn't help me as they were sold out and he didn't have a room to give me. I asked him for my money back so I could use it to get a different room somewhere else and he said he couldn't give me a refund. We went back and forth as I was trying to figure out what to do since it was now almost 1:00 am I was far from home and had no place to go. I called Holiday Inn they tried a different property that showed only there was a room available but they told me it was sold out and the only place to go was 20 miles away and the room was quite a bit more money. They had already take the full amount for my stay out of my bank account and I told them I didn't have another 2 or 3 hundred dollars for a different hotel. They then said we are sorry, there is nothing else we can do to help you then. The kept transferred me to other people, the last finally said you need to call the travel agent so they can call us to get a refund and find you a place to stay. I told them I didn't use a travel agent and I didn't know what a travel agent had to do with anything. They just keep telling me call the travel agent over and over as they couldn't help me.. I did not use a travel agent to book the reservation but I called the number they gave me and all it was, was someone saying "you have been selected for .....etc" I called multiple times thinking I had misdialed.. but no.. my bank account have been overdrawn over $500 because they took the money out of my account before I ever even checked in and then I had to pay again for an entire new reservation say at a different hotel and was about another $500. I want them to refund my money and pay for at least the first night at the new hotel.Initial Complaint
07/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I am very frustrated with IHG. My IHG Club account (Account No. ********** was hacked last month. Upon contacting IHG, I was asked to provide my original address and phone number used during the account registration. Since the account was registered years ago and I have moved multiple times since then, I do not recall the exact details used. Therefore, I was advised to email IHG with a copy of my driver's license (Ref. No. ************. Despite this, I was still asked to provide the same information. Determined to resolve the issue, I searched through my past records and provided the original address and potential phone numbers I may have used over the years. The address matched your records, but the phone number did not.In addition to my ID and the past address, I also submitted a photocopy of my recent stay invoice at ***. Despite these efforts, IHG has not taken any action to restore my account.If the documentation and information I have provided are insufficient, I urge you to consider contacting the hacker to see what they can provide to verify the account. This situation is unacceptable, and I request your immediate attention and resolution.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I left shirts and other items in my room and they told me to send an email and label to them and they will ship it. I have sent 3 emails to them and tried to call back in order to get more details about how this all works and have gotten ***** return calls or replies on how to do this. I want my stuff!!Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Complaint about ********************************** ******:Complaint Reference# *** 471 611 13 no fridge in room that advertises a fridge; Its 102 degrees out and we cant even cool our bottled waters in our room (212)room door doesnt completely lock, have to push very hard - security issue at night, hot water has black debris in it - not very clean At breakfast: - had very little serving of ANY food item (almost out at 8am), and only protein are eggs omelette - not very good for people with diabetes. - no hot water - coffee bar - no cups, no creamers I called IHG Guest Relations, who tried to call the hotel front desk, and the person sitting there was not doing anything, including answering the phone!Front desk staff - not very friendly when we brought our concern. We just want a refund so we can stay at another hotel for tonight. We are in the middle of a cross country Permanent Change of Duty Station (PCS) for my active duty husband and we dont need this much stress right now.Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I reserved an advance rate room in March and quickly realized that I needed an additional day to my reservation. I was unable to make the adjustment online and emailed the hotel to see if they could make the reservation update directly. When I didn't hear back, I called and spoke with someone who explained because it was advanced booking rate they couldn't make adjustments to it, but they booked me a secondary reservation for ONLY the additional day.When reconciling my credit card statement I noticed the charges didn't match up so I called to find out why I'd been billed an additional $500. ***** told me that he emailed me to let me know he could make the adjustment and had asked me to confirm I wanted the change made. I did not receive the email from him (and therefore never confirmed I wanted the change made). So unbeknownst to me I had a duplicate one night stay that I was charged for.When checking in to the hotel for my stay I specifically asked the person at the desk if I had any other reservations because I was worried this may have happened somehow and they reassured me I only had ONE reservation. I'm including my booking confirmations (which I think should total the amount I'm charged), my folio receipt from my stay, and my credit card statements, none of which match. I'm looking for a refund in the amount of $560.27 but the hotel seemed to be very reluctant to make the adjustment despite acknowledging their error.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dear Better Business Bureau,I am writing to express my extreme disappointment with my recent stay at the Holiday Inn Express located at **************************************. Unfortunately, my experience was far below the standards I expected from this establishment.While I must commend the front desk staff for their excellent service, the housekeeping service was severely lacking during my entire stay. I had to repeatedly request housekeeping, and even then, the service provided was inadequate. There was a shortage of clean towels and washcloths, and on several occasions, I had to purchase toilet paper because it was not adequately supplied in the room.I was troubled by the lack of a manager's name displayed at the front desk, which hindered my ability to escalate these issues promptly. Furthermore, the cleanliness of the room left much to be desired. The housekeeping staff responsible for my room, who I believe are an elderly Indian couple residing on the third floor, did not perform their duties to an acceptable standard. Their English proficiency was limited, making communication difficult and further complicating matters.I am concerned about the overall maintenance and potential issues at this hotel. I strongly suggest conducting a thorough inspection to ensure compliance with all regulations and to address any possible illegal activities that *** be occurring.Considering the significant inconvenience and discomfort I experienced during my stay, I kindly request compensation for my unpleasant experience at this hotel.I look forward to your prompt response.Initial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I stayed in ************* from July 4th to July 7th with expectation for high standard services. However, the staff in the hotel doesnt even know how to do the right pronoun to respect people.They emailed me saying I am Miss, but I am a HE/HIM/HIS.I feel offended. Please compensate.Initial Complaint
07/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
******* La Peer in **************, ** has repeatedly charged me for charges that I did not incur, after I checked out, forcing me to examine my bill closely and request each false charge to be removed. This is anti-customer behavior, and would have led to overbilling had I not been carefully examining the bill. All charges should have been disclosed when checking out so that I could correct the charges then and not be forced to waste time after checking out on this.Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We booked 2 nights from Jun 29, 2024 - ***, Jul 01, 2024. The day we arrived we were setting up the pullout bed and saw the comforter we pulled out of the cabinet was covered in blood. We called the front desk to replace the comforter. About an hour or so later we were laying the kids in our bed and pulled the comforter loose and found blood all over the sheets again. This was a completely different bed and comforter, so we had 2 different sheets covered in blood. We called and asked to speak to a manager and the front desk said no one was there and he replaced our comforter again. The morning of Jun 30, 2024 the manager called and wanted me to come down to "show me something". The manager told me housekeeping said the blankets were clean and showed me the blankets pulled out of the washer covered in blood and said it was fresh blood so was ours! I asked told her that was crazy and asked her did she know about the first blanket covered in blood which she did not. I asked her did she know how many diseases are spread through blood and bodily fluids and it was crazy to accuse us of dirtying the sheets. When I mentioned speaking to corporate her attitude changed and she was very much you can take it up with corporate. She was not interested in problem solving since I was going to call corporate. I told her we would leave and when I called downstairs I was told they were not going to refund my money and speak to corporate, so I told them we were staying after all. They then called the room 2 minutes later and told my wife we had to vacate the room or they would ****** us off the premises. We packed up and left and I had to scramble to get a room in a strange city for my wife and my 3 and 5 year old kids. I reached out to Priceline and the hotel refuses to issue a refund for our 2nd night. IHG reached out to me via Instagram and said "We have heard from our hotel , and we trust that the actions that were taken to address your concerns were sufficient and appropriate"
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Customer Complaints Summary
937 total complaints in the last 3 years.
318 complaints closed in the last 12 months.