ComplaintsforInterContinental Hotels Group
Hotels
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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dear *** or Madame,********, I opened a co-branded card with *****. Soon, I will have the signup bonus points and would enjoy a staycation. As an extension of this principle, I tried to contact the manager at the ***************, in rider to request a preview of some of the rooms. The address *************************************************** has telexed no reply. A request to the Guest Relations at IHG corporate yielded no direct number for the manager and only the general one was provided. Surely you should be able to roof de more.Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 4th I reserved and prepaid for a room at Intercontinental in ********* for a Classic Room, *******************, ***********. CONFIRMATION #: ************* On June 28, 2024 (this was the last leg of our honeymoon) I was severely ill, and my husband got us checked into our room. Upon waking up the next morning I realized we were not in the room that I booked and pre-paid, but a lower class of room with no terrace. When we talked to the Manager on Duty, we were told that this was an "upgrade". Looking at the website, this was not an upgraded room as it didn't have expansive terrace (or any terrace!) that I booked and the room rate was significantly lower than what I had paid for. I reached out to Intercontinental customer service and was told they would talk to the hotel. As we checked out 30 june no resolution had been made. For a room that cost over $700/night, I expect to made whole for the down graded room we were given.Initial Complaint
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Ive been an *** member for over 10 years. I have a reservation coming up in August for 2 night. Reservation number ********. I went online to modify my reservation from 2 nights to one. The night I wanted to keep had a room rate of $92. However, if I wanted to change to just that night the rate changed to $161. I then started using the chat feature to see why they were not honoring the original room rate since I was not canceling my reservation only modifying it. The chat person couldnt explain it but told me she could do $97 a night. I verified the rate and have screenshots of her verifying the amount. However, when I got my email notification of the change the room rate showed $161. She then said she couldnt help me further and said I needed to call the hotel directly. This is crazy since the error is on the *** side. After requesting to speak with a supervisor she called the hotel and they are now offering me a room rate of $119. I refused because I had in writing that she told me $97. I filed a complaint through *** customer service and received an email that they would work on it and get back to me within 48 hours and its now been longer than that with no resolution. I dont understand treating a long time platinum elite member like this.Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I made two reservations at the Hotel Indigo in **********, **. On one confirmation, there were "Additional Charges" of *****. On the other there "Additional Charges" of *****. When I asked what the charges were for I was told that it was to help maintain their gym, etc., which is there business expense, not mine. They said they would give me a water bottle, a coupon for a cup of coffee, etc. as a courtesy. I told them I didn't need these things, and they could not by law force me to buy stuff I didn't want. Their reply was that this is no standard practice. If so, it must be illegal.Initial Complaint
06/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Booked 2 hotel rooms at Holiday Inn in ********* at I40/I24. After being moved tob2 different rooms we left asking for a refund or 2 additional rooms at a Different hotel. We asked this due to stained sheets, ****** sheets, broken appliances, and not even a courtesy call thatvthe pool was closed. We had drove in from KC and didnt want to deal with this. The lady at the hotel canceled but couldn't do anything else. I called IHG asking for 2 rooms and was told no. I asked to be compted 2 rooms and had to spend an hour arguing to get enough points for 1 room (24k). It took a week to get the refund which was unacceptable and now we are 10 days out and no points still. I called back and was told it would be another 10 days. Please tell me how this is acceptable for your customers let alone your veterans/military.Initial Complaint
06/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to demand a full refund for our reservation at the Holiday Inn Express for the night of June 29th, 2024. We were due to check in tonight for a softball tournament, but our entire team, along with myself, had to cancel before arrival due to uninhabitable conditions reported by other team members who had already checked in.Upon receiving calls from other team members who had canceled their reservations due to significant air conditioning issues, I promptly contacted the hotel. The staff confirmed that the hotel is undergoing renovations and experiencing severe air conditioning problems, making the rooms extremely hot. Despite these known issues, no prior communication was sent to us regarding the uninhabitable conditions.I informed the staff that I was traveling with a child who has Autism Spectrum Disorder, is non-verbal, has seizures, and severe sensory issues. Given these conditions, it is crucial for us to have a stable and cool environment, especially overnight. The air conditioning issues would have posed a severe health risk to my child, potentially causing a medical emergency or severe sensory overload.Despite explaining the gravity of the situation to ******, your representative, she insisted that our reservation could not be canceled without penalty due to a contract with Triple Crown. She stated that we would be charged $174 plus tax for one night, despite the hotels failure to provide a safe and habitable environment. ****** suggested moving to another room or floor but could not guarantee a suitable environment.I find this response unacceptable. The health and safety of my child were at risk, and the hotels inability to provide a habitable environment forced us to seek alternative accommodations. Your failure to accommodate a family with a disabled child, despite being fully aware of the risks involved, is both inconsiderate and dangerous.I am requesting a full refund for 6/29/24, totaling $174, in addition to the initial fees.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Booked a stay at the *** Holiday Inn ***************** ** location from 6/23 to 6/27. We were told after driving across the country and trying to check in that the hotel had no hot water. But don't worry it'd be fixed the next day. The next day came and went. No hot water. No way to actively shower. This is beyond disgusting. The carpets are "aged" with the remains of leftover guests. The room was comfortable, but the front desk/GM was only willing to give a single night free for the inconvenience. To reiterate we were unable to shower in our hotel room for the duration of our entire stay. This experience will keep me from ever booking at a holiday inn location or any other chain tied to this group again for the rest of my life.Initial Complaint
06/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Charge me 100 dollars for cleaning fee. They claims that i made a blood stain on the bed sheet. But is not me to make it and how blood stain cannot be clean?Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We just flew in from ******, ***** on June 15th. After 15 hrs of flying, we checked into Holiday Inn *********** by the airport. The service was great. However, when we checked in we said we do not need parking because we didn't have a car. We even asked them about the bus shuttle to the airport for the next morning because we had a flight to fly to **********. We were so tired and jetlagged at the time and just want to checked into the room. For some reason, after we said no parking needed because we didn't have a car, we were given the form for parking. We assumed the form thwy gave us to sign was for no parking because we said no parking. Yes. Our mistake we signed the form. However, they never asked us for a license plate number or a card to put on the car dashboard to show that we had signed for parking. So, I checked the credit card statement and was charged $44 for parking. It doesn't make any sense. Because they even asked us when we checked out about the parking. We said we didn't have a car so we didn't need the parking. We called the hotel and spoke to someone on June 24th at around 10:55 am. We talked to her about the issue, she said, "but you signed for the parking." Then, we said that it doesn't make any sense that if we did park, Holiday Inn never asked us for the license plate number or given us anything to put on the dashboard. Then, we asked to speak to a manager. The rude lady put us on hold then hung up on us. It is such a disappointment to see their customer service aftermath is so bad. We felt like we were scammed by the hotel. They need to refund us the parking charged.Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My daughter and I are currently homeless after leaving our abuser in May 2023. Hotels are expensive so I cant only afford them on rare occasions. I attempted to book a room thru the Agoda app on 5.7 - 5.10. Upon pushing confirm, a box popped up saying "this room is no longer available for the dates I wanted."So I booked elsewhere. I checked my email later on to see I was actually charged for this stay even though I did not stay there. I have been going back and forth with Agoda, Holiday Inn, and even my bank to dispute the charges to no avail. I am reaching out on this platform for help getting my $380 back. As I stated before, we are homeless, so any money I spend has to be spent wisely or it will set us back even more.I realize there is a no refund rule, however the app stated it was not avail for the dates I needed... I am requesting a refund from Holiday Inn Express because they were not out any money. The manager stated they had plenty of room that day, so they technically were not out any money.This would be helping a single mother and her child stay off the streets until housing is found
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Customer Complaints Summary
937 total complaints in the last 3 years.
318 complaints closed in the last 12 months.