Complaints

This profile includes complaints for InterContinental Hotels Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

InterContinental Hotels Group has 465 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  InterContinental Hotels Group

  3 Ravinia Dr Ste 100 Atlanta, GA 30346-2121

• 

  InterContinental Hotels Group

  P. O. Box 30321 Salt Lake City, UT 84130

• 

  InterContinental Hotels Group

  PO Box 200306 Cartersville, GA 30120-9006

• 

  InterContinental Hotels Group

  1351 Dogwood Dr SW Conyers, GA 30012-5127

• 

  InterContinental Hotels Group

  1255 Roberts Blvd NW Ste 110 Kennesaw, GA 30144-3694

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a booking with the hotel scheduled for Thursday, May 30, 2024 for one night. I booked my stay through Hotels.com and paid in full. Once we arrived, we walked in the hotel and the employee never even looked at us, then rudely asked, do you need help with something, while never taking her eyes off the computer screen. Once I told her I was there to check-in, she told me that my room was one she had just cancelled. I was in shock, as we were not notified about the cancellation. When I asked her why she didnt notify us, she very rudely said, how could I have called you when we didnt have electricity and our system wasnt up, as if I knew there was a problem, but I did not. I asked her how to get my money back and she said I would need to contact hotels.com and figure it out myself. I asked her why she was being so rude and she yelled at me and stated that it was rude that I asked her to call me about cancelling my room. She did not offer any help to find us another room for the evening, but I did have her print something out showing she canceled my room. I left the establishment in tears because of the way myself and my husband were treated. I have filed a complaint with IHG corporate and have opened a case with hotels.com to get my money back. As a resolution to this, I would like my money back and I will never book with IHG again. There should be a consequence for the employee due to the way she treated myself and my husband as customers of the establishment.

  Business Response

  Date: 06/01/2024

  Dear *****,
  
  Good Day! My name is *** from IHG Guest Relations Team. I am delighted to assist a Valued IHG Guest like you.
  
  I do apologize that your reservation was cancelled without your consent. I understand that you are requesting a refund for the reservation you were not able to use because of the power outage. I had escalated this concern to our hotel management and I requested one member from the team to reach out to you directly and provide an appropriate resolution within 48 hours. Your feedback is documented and I assure you that this will serve as a training opportunity for us to improve our services.
  
  Thank you for your patience.
  
  
  Kind Regards,
  
  *****
  Case Manager
  IHG Hotels and Resorts Guest Relations
  Case Reference number: 10544374283
  
  ************* and ******
  Phone: ************
  Fax: ************
  Email: hi-**********************
  www.ihg.com

  Customer Answer

  Date: 06/04/2024

  Good morning, 

  I want to make you aware that as of Tuesday, June 4th, I have not been directly contacted by the establishment regarding my complaint, as promised. It has been greater than 48 hours since the BBB received the message from IHG. 
  

  Thank you,

  *******************

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ref#*********** I booked this company's hotel, and the hotel cancelled my order. They gave me the case number: Ref#***********, and they thought that the hotel's cancellation was a breach of contract. They said that they could provide me with ****** points as compensation, but I didn't receive this point in the past 10 days. Their group customer service center contacted me and told me that they couldn't give me ****** points. It's ridiculous. I can't imagine why such a big company is faithless. Both the hotel and the group are in breach of contract.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to arrive at the Holiday Inn Express in *****, ** on 5/24/24 until 5/27/24. I called the hotel to inform them that we were having car trouble and I asked was the late check in at 12:30 am as stated on Booking.com because we would not make it at that time. The representative stated that the time was not true the time is 2:30 am. I told about the issue were having and she asked when would I be checking out, I told her Monday the 27th. She stated then you're good. Then she asked what was my last name then I told her my last name. She then stated that she would put me down for arriving after 2:30 am. I told her I didn't know what time we would be arriving, again our car was having issues. She stated that you're good. The call eneded. Our mechanic had to come to look at our car over night. I could not leave home until 7 am. We had to.come into town for my son who plays baseball. I had to take him directly to the ball field because we were already extremely late. I arrived at the hotel at 6 pm. Saturday evening. Upon arriving the same representative I spoke to on the phone stated that because you were a no show and didn't call me you were charged for last night and you have to make new reservations. We canceled your reservations. I told her I did call. She said but you didn't tell.me you were not coming and you didn't cancel the reservations. My son's league covers ***********, *********, ******* and *******. All the players, their families and the organization was in town for the event. The nice hotels from ******, MS to the city before ***** were full. We drove 4 hours and 45 minutes to ***********. I didn't receive an email, a call, etc. to let me know that we didn't have reservations any more. I had to make new reservations at this hotel. That is the only reason why I stayed. There was nowhere else to go. This young lady was rude and over talked while I was talking. I dropped the issue because I was not about to stoop to her level

  Business Response

  Date: 05/29/2024

  We are the Holiday Inn Express ********************** located at ******************************************************************. This complaint says the Holiday Inn Express in *****, **. The correct address for the hotel stated in the complaint is 5569 I-********************* *****, MS *****. If you would be so kind to send this over to the correct hotel it would be greatly appreciated. 

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Check in but did not stay in room no longer then 5 mins manger wont give refund dude to me not telling her or informing hotel I went out to run errands was playing on returning but had an emergency back home in ***** needed to go back home but manger refused to give refund did not spend the night or was not in room more then 10 mins

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been contacted multiple times by the company at my place of business when they have both my cell phone number and my husbands cell phone number as contact information.This is a medical practice and my employer. I asked repeatedly for this number to be removed and was told repeatedly it would be removed and that documentation would be made to remove my number and/or to not call this number. On 5/28/24 @ 1:42 pm I received another call after going through this again a week earlier, I was contacted from phone number ************ by representative ******. This is harassment at my workplace and I have repeatedly asked not to be contacted there. I want them to cease and desist contacting me at my workplace.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the ************************************************** Hotel on May 2nd for 1 night. This is one of the most expensive hotels in ******** and was supposed to be a luxurious stay. That is why I was willing to pay for it. Unfortunately, a hotel employee stormed into my room at 3am and I woke up in a panic and could not sleep the rest of the night. I spent 30 minutes reaching out to the front desk to try to understand what happend. Again, this ruined my hotel stay and I could not sleep for the rest of the night/morning and would like the $475 refunded to me for the unacceptable hotel stay. Instead, the hotel offered 10k points via an **************** representative that I do not want -- I deserve the full refund for this ungraceful and scary experience that ruined the next day for me as well.

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently stayed at a Holiday Inn express and suites in banning California upon check into the room. my wife unfortunately discovered that there was transvestite pornographic films on two flash drives that the previous guest had left plugged in the television. The next morning I took them to the front desk and I gave them to the associate that was working after I got home. I contacted IHG hotels, and they informed me that since I made the booking with Hotels.com that I would need to take up the issue with them, but I contacted host els.com they offered me, a series of points that they use on their platform. I explain to them that I would like to hotel to let me know what they had to offer me because of my ruined trip. The hotel then tried to say that they were my flash drives calling me a liar. I explained to Hotels.com that they could remedy this matter with providing me with a couple of nights stay at one of their thousands of hotels and they refused at which time I told them that I would contact you guys.

• Initial Complaint

  Date:05/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to case #*********** or confirmation #********. I booked this hotel room out far in advance for a wedding for myself to attend. I received a notification from the hotel a few days ago that my reservation for April *****, 2025 has been cancelled. The reasoning for canceling is due to an event and their exact words were we can rent out this room for a lot more. I paid $260 to book the hotel for two nights, and now the hotel is currently renting the same room for $2,000/night. I spoke to Guest Relations who opened the case but the agent is only able to offer a negotiation on the rate at a similar hotel in the area. I am not asking to negotiate, I am asking for a similar room to be booked for those dates. This was a blatant breach of contract as the reservation was booked guaranteed and direct for this period of time. I have booked other services during this time period already as well. I have not been able to speak to someone as the current Guest Relations agent directed me to call back at a different time when a senior manager was available, which they have not been available. I would like my room to be re-booked at my initial, guaranteed rate at the same, or similar hotel in *******, **. If I cannot get in contact with the right person who can assist me, I will be submitting a complaint with the Georgia Attorney Generals ***************************** Thank you.

  Business Response

  Date: 05/28/2024

  IHG ************* reached out to ***********************, via email, on May 28, 2024. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21765866
  
  I am rejecting this response because:
  
  

  I was offered ****** points as compensation for my troubles. That does not resolve the fact that my hotel room that was booked as a guaranteed reservation was cancelled. The hotel has claimed a technical error now as well but refuses to make it right by offering me a room at a nearby hotel for my original rate. I am not asking for a discount nor a free pass. I am asking for a room to be honored within the city of ******* at the rate I initially booked. I called both the hotel and guest relations today over the phone who told me this will be escalated. No one has escalated this to a higher-up individual.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2024

  IHG ************* reached out to ***********;*****, via email, on June 5, 2024. Our Agents were able to review the situation provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked in at the Intercontinental *********** on 5/25 for a three night stay. This is a luxury hotel so I'm expecting to receive quality service but I did not. I feel like I'm a victim of profiling whether it's racial profiling or profiling based on booking through a third party site it's profiling. I was given a DIRTY ROOM for starters. I checked in before 2pm, there was makeup stains on my bed. I immediately called the front desk then waited 30mins for someone to come change the bedding bud no one did. Upon my return I tried again, I was sent 1 sheet I then explained again about the makeup and the bedding, they stated they'd send someone to make the bed. Since I was in terrible pain at the time I put the sheet they brought on the bed and played down. Imagine my surprise when housekeeping just barged into the room without knocking and my bare behind was exposed. Alot of other issues happened in between, I went to the front desk. The stress of this situation caused me to have an anxiety attack and almost faint at the front desk. **** was phenomenal in assisting me and making sure I didn't fall. The manager on duty went up to my room and make sure the bedding was changed herself after the almost fainting incident. Now the shower, there's hair wrapped around the faucet, there's hair on the body wash bottles. This room was not thoroughly cleaned seems like they just emptied the trash. This hotel boast high quality cleaning standards and they've fallen short big time. They did leave a sweet apology note and complimentary breakfast coupon outside my door but IHG usually provides complimentary breakfast in my previous experience. I will not be returning to this property if this is how I'm treated.

  Business Response

  Date: 05/26/2024

  Dear ********,
  
  Good Day! My name is *** from IHG Guest Relations Team. I am delighted to assist a Valued IHG Guest like you.
  
  I am sorry to learn about your experience when you checked in and while you are still on site. I understand the importance of cleanliness and convenience for a comfortable stay. I have your reservation pulled up and it shows here that you are still checked in. I went an extra mile to call the hotel and inform them of the issues. Your feedback is also well documented shared with our hotel management. I assure you that they are now taking steps to prevent this from happening again.
  
  As you are still on site it is our hotel management and staffs who are in the best position to address this concern. I requested one member from the management team to contact you directly to provide an appropriate resolution and to make sure that the rest of your stay will be enjoyable.
  
  Should you require further assistance, please feel free to reply to this email.
  
  
  Kind Regards,
  
  *****
  Case Manager
  IHG Hotels and Resorts Guest Relations
  Case Reference number: 10544077373
  
  ************* and ******
  Phone: ************
  Fax: ************
  Email: hi-**********************
  www.ihg.com

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 14, 2024, I made a reservation to stay at the Holiday Inn Express at 701 Northwest ********************************* for May 3-4, 2024. I arrived at the *************** Airport around 12 AM on May 4, 2024, and called the hotel to inform them that my flight was delayed but I was on my way to check in. The night auditor told me not to come because all reservations had been canceled due to a power outage at 8 PM. I did not receive any notification about this cancellation.Stranded over ***** miles from home with nowhere to stay, I asked if the night auditor could help me find another room at a different location. She rudely refused, would not give her name, and hung up on **** then called the *** hotline, which found me another Holiday Inn Express in ***************. This hotel was more expensive, and I had to pay extra out of pocket through no fault of my own. When I got to the room after 2:00 AM, it was dirty, reeked of mold, the sheets were unclean, the bathroom was filthy, and there was food left in the refrigerator from the previous guest. Despite requesting a late check-out, I was denied.I am requesting a full refund for my stay. I do not want points as compensation because I no longer wish to do business with an establishment that treats its customers this way. I have made multiple calls to the hotel managers to resolve this issue, but the manager at ************ continues to give me the runaround. Please issue a full refund to resolve this matter.

  Business Response

  Date: 05/28/2024

  IHG ************* reached out to ***************************, via email, on 23 May 2024. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.