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.

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• 

  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:06/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 Holiday Inn (*****************************************************************) 6/7-6/8 - I was not given a receipt upon checkout - I was told I would have to get it online. The receipt is not available online (see picture) - I spent over an hour attempting to get a copy of the receipt to no avail. Unfortunately without a receipt I am not able to 'expense' this stay (it was for business) - which means I eat the costs. I've missed the deadline to expense this at this point.

  Business Response

  Date: 06/15/2023

  The Hotel was able to send the folio to the guest. Relayed the hotel's action to the guest directly.

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Booked 2 rooms at crown plaza ******* ** on 5/19/29 for two days. I havent received my deposit yet. Ive been calling them for the past three weeks they told me to check with my bank /and wait for couple days for deposit to clear. I did all that still unable to get my deposit back. Im tired with the back in fourth I need my money.

  Business Response

  Date: 06/14/2023

  Subject: Your Concern Is **************** Of. Ref # ***********
  
  From: hi-********************** 6/15/2023 12:16:35 AM
  To: *****************

   

  Hello Lourna,
  
  I am ****** from IHG Hotels and Resorts Guest Relations. I am glad you reached out through BBB about the deposit. I am here to help a loyal IHG One Rewards member like you as best as possible.
  
  I immediately shared your inquiry with the hotel management, who has your deposit details, and requested to contact you to address this matter. Do not worry, Lourna. This is also documented adequately, as we always want to ensure this crucial concern is appropriately tracked. 
  
  Thank you for choosing IHG Hotels and Resorts for your travel needs. I apologize for the impact that this deposit caused you. Do not hesitate to reach out if you need further assistance.
  
  To provide feedback on my assistance today, please take a moment to complete the survey. Your participation is greatly appreciated.
  
  Have a fantastic day and keep safe,
  
  ******
  Guest Relations - Case Manager 
  IHG Hotels & Resorts 
  Case No. ***********
  ************* and ****** 
  Phone: ************ 
  Fax: ************ 
  Email: hi-**********************
  www.ihg.com 
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lourna Saint-*****

• Initial Complaint

  Date:06/12/2023

  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 February 29th, we booked a suite at this hotel to stay 6/9 through 6/11. We only chose this hotel because it offered an indoor pool. When we checked-in, we were informed that the pool was not working and had not been working for months. The hotel had made no attempt to inform us that the pool was not functional prior to us checking-in. By the time we were checking in, it was too late to change our stay to a different hotel in the area.There was no way we would have known the pool was broken. Even the *** website still lists the pool as open as well as numerous other websites that allow you to book rooms at this property. We made numerous attempt to get in touch with the management the hotel to seek a resolution or at least compensation for their failure to provide a significant service promised by the hotel, but there was no management on premises during our stay. Every time we talked to the manager at the front desk, they told ** we were wrong and that it was clearly listed that the pool was broken.... which is clearly incorrect when looking at the hotel's own website. They clearly thought gaslighting customers is the best way to deal with them. I want a refund for the ruined weekend that this hotel caused by not providing the services we paid for. a 10% discount does not reflect the value lost. We could have stayed a place that was 1/2 the price if we didn't want a pool.

  Business Response

  Date: 06/15/2023

  The pool should of been closed on our website. I just learned it is open. This is at the fault of the property and I will call the guest and resolve the issue -  ***************************************** "Hotel Manager"

• Initial Complaint

  Date:06/08/2023

  Type:Billing 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 hope this message finds you well. I am writing to bring to your attention a matter of concern regarding the closure of my account and the loss of my accumulated points. I believe it is important to address this issue in a professional manner, as I have been a loyal customer of your ********************** chain for quite some time.In 2021, my account was automatically closed without any prior notification or explanation. Unfortunately, I was unable to access my account due to a hospitalization caused by COVID-19, during which I stayed in the *** for a considerable period. Recently, as I recovered and sought to utilize my accumulated points, I was informed by a chat agent that my account had been closed and all my points were lost.I would like to highlight that I never received any email correspondence regarding the potential closure or the final closure of my account. It was disheartening to learn of this development, as I have diligently saved my old member information in my Apple Wallet, expecting to utilize my points once recovered.When seeking assistance from your customer support team, I was informed that opening a new account would not result in the reimbursement of my previously earned points. This is disappointing, as I firmly believe that I fairly earned those points through my loyalty and significant financial contributions to your esteemed hotel chain.What troubles me the most is the sense of disregard and lack of compassion I experienced, especially given the circumstances that led to the inactivity of my account. Despite expressing my concerns, I encountered a refusal to escalate the matter to a supervisor or manager, which further deepened my frustration.I kindly request your understanding and consideration in this matter. My primary objective is to have my hard-earned points reimbursed, as I believe it is a fair resolution for the inconvenience and disappointment caused by the closure of my account.

  Business Response

  Date: 06/26/2023

  Hello team,
  
  Good day!  My name is ******* and I'm happy to assist on the raised complaint.
  
  We have received your email about the closure of the account of *********************** and her points expiration. I'd be glad to clarify on this.
  
  Our record shows that her account was closed on November 11, 2021 due to inactivity. As per Membership Terms and Conditions of the *** One Rewards, particularly item 3 and 4 states that:
  
  Section 3:Member Contact Information: Members must provide current and valid contact information and keep such information updated in their Member profile. *** relies on Member contact information as reflected in Member profiles for any necessary communications. *** has the right to terminate a Members account and/or revoke Member Points if an account has multiple email addresses and/or is suspected of being related to fraudulent or abusive activity. *** reserves the right to terminate the Member accounts and/or revoke Points from accounts without valid contact information.
  
  Section 4: Eligibility: By participating in the Programme and taking advantage of its benefits, you agree to the following:
  To maintain and use only one *** Rewards account at any time
  To be the only individual using your Member account (i.e., not sharing your account with anyone unless expressly permitted by ***)
  That you have provided current and valid contact information
  That your name as shown on your Member account matches your legal identification
  That you only have one email address for your Member account
  That you are at least ******************************************************* province of residence, whichever is older
  That you have not enrolled as a company and/or other entity, as only individuals are permitted to enrol in the Programme
  That you have read and understand these Terms and Conditions
  
  *** reserves the right to modify, alter, or otherwise update the Membership Terms and Conditions for the Programme, and to modify, suspend, or cancel the Programme at any time. The last updated date set forth at the end of these Terms and Conditions indicates when changes have been made, and it is a Members responsibility to review changes to the Terms and Conditions regularly.
  
  As for the points expiration, please refer to Section 39 which states *****************-level membership Points will expire if your membership account point balance becomes inactive, meaning there was no earn or redeem transactions, for any period of twelve (12) months or longer, which means your Points will be removed from your account and will no longer be available for redemption. To maintain your account points balance and avoid points expiry, you must have at least one earn or redeem transaction posted to your account every twelve (12) months. Use of the one night per year provided to *** One Rewards credit card holders does not constitute an earn or redeem activity to prevent Point expiration. Elite Members Points do not expire as long as Elite level membership is maintained.
  
  Member can access this link ************************************************************** for detailed information on why the account was closed and why the points expired.
  
  Before the points expire, we send notifications to email address on file 30, 60 and 90 days in advance. In the event of non-receipt of notification, an expiration date is also shown in the My Account page once signed in to your *** account.
   
  Also, I am sorry to inform you that once the points expire from the account, we could no longer restore them.
   
  Please accept my apologies, as I am aware that this is not the response that the member is hoping for but I hope this will not deter her from considering *** Hotels and resort in her travel plans.

  Please let me know if there is anything I can do to help you with this that I missed so that I can be of additional support.
  
  
  
  Take care,
  
  *******
   **************

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20163697
  
  I am rejecting this response because:

  
  I must express my deep frustration and disappointment with your companys handling of the situation. From the insensitivity displayed throughout the entire process to the lack of empathy and understanding, it is evident that customer satisfaction is not a priority for your organization.
  
  The response provided fails to address the genuine concerns raised regarding the closure of my account and the expiration of *********. Instead, it is filled with rigid adherence to terms and conditions without considering the individual circumstances or attempting to find a satisfactory resolution.
  
  As a result of this experience, I am compelled to inform my family, friends, colleagues, and fellow entrepreneurs of the appalling treatment received from your company. I will actively discourage them from ever considering doing business with your chain.
  
  It is disheartening to witness such a lack of customer care and disregard for loyalty. I strongly urge your management team to reevaluate their approach to customer service and take meaningful steps to rectify this situation.
  
  Sincerely,
  Teeheira *******

• Initial Complaint

  Date:06/08/2023

  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.

  Hello,I was charged for an unauthorized stay. I did not stay at the hotel. I contacted the hotel right after the charge was made to cancel it immediately within minutes of the charge and say I would not be staying there and never received a response. I would like the hotel to refund the fees. No services were rendered. I made numerous efforts via online form to explain the situation and received no reply. The hotel never serviced me in any way. A full refund is fair, back to my account. I received poor customer service, and would not recommend the hotel.

  Business Response

  Date: 06/14/2023

  IHG Received the BBB complaint on June 14, 2023. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to ******************************* via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We
  consider this BBB complaint closed.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20152918
  
  I am rejecting this response because:

  The hotel has offered no resolution. They offered no refund.  I replied to their email with a confirmation number and explaination that it was an unauthorized charge. I request a full refund. I have explained I  did not stay at the hotel and no services were rendered. I tried to immediately cancel the charge and received no response from the hotel. I contactedthe hotel multiple times and recieved no assistance.  A full refund is expected. 

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

  Business Response

  Date: 06/19/2023

  Guest Relations has responded to guest on June 18, 2023, and explained that we are supporting the Hotel's Policy

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20152918
  
  I am rejecting this response because:

  I teponded to the hotel as well as booking.com and made it clear that  the charges to my account were unauthorized. I filed a dispute with my financial institution. I canceled the reservation within minutes after realizing the unauthorized charges were made. I received no response from the hotel after canceling. I contacted booking numerous time Oct5 2022 and Oct 6 2022 and followed up Oct 12, 18 2022 and received no response. I was clear in my communications oct 5 2022 that I had no intent to stay at the hotel, within 24 of the booking.  ** services at the hotel were rendered. Both booking.com and IGH hotel can easily refund the amount charged. I request a refund of the amount of the unauthorized charge. 

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

• Initial Complaint

  Date:06/06/2023

  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.

  The quality of your service is far less than expected from candlewood suites. I stayed several nights 6/2-6/5 at condlewood suites in ********* ********. Saturday morning a worker was knocking on the door while we were still laying in bed and unlocked our door and opened it then said sorry.I got up like 30 seconds later and opened the door thinking it was possibly housekeeping even though we put the catch me later sign up but there was no out out there and no cart in the hall. I called down to the front desk about ******************************************************************************** and they said that there was a glitch in there system and that it was showing that our room was vacant so they had a worker come to see if it was.Then I see I was charged a little more than 700$ that I never was notified or approved of. I went down to talk to the front desk and they said there was nothing they could do on their end and that I would be repaid the 700$ back in a few business days. The worker then gave me the managers number and when I called her she also said there was nothing she could do. She said she would call around and see whats going on, and I never herd back from her. The fact of the matter is I dont have a few business days and I never approved this transaction and it was not a mistake on my part. This has cause a delay for me to be able to pay my bills on time. This charge and the person entering my room was completely unauthorized. Due to the inconvenience, I would like my hotel stay refunded, in addition to the reversal of the unauthorized charge.

  Business Response

  Date: 06/22/2023

  IHG ************* reached out to *********************************, via  email, on June 22. Our Agents were able to review the situation and provide a resolution with her SQ case. Billing concern has been referred to hotel. We believe the matter to be resolved.

• Initial Complaint

  Date:06/05/2023

  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.

  I have called and emailed the ******************************** ********* ** over a dozen times to file a guest complaint since February 26th, 2023 with no reply from management. This entire hotel stay was a nightmare. We were kept awake by ****** loud, obnoxious drunk people that were in the pool area long after it had been closed. I called down to the front desk twice to complain. I explained that I had a disabled son that suffers from anxiety, and he was being affected by all of the noise and not being able to sleep. Even after that, nothing was done to fix the noise complaint. The loud guests stayed until well after midnight. We had teenagers constantly walking by our room being loud and running up and down the walkway all night long.I put in a wakeup call that never happened, making us late to our appointment. I asked for a manager on duty to address my complaints, but they were not available. Since I never received my wake-up call and we were running late, I did not have time to wait around. I left my contact information with the front desk and asked for a manager to contact me regarding my complaint. I never received any phone calls from the management. Upon checkout I was told I would be emailed a receipt for my stay, and I never received it. I called the hotel 5 times to get a receipt for my stay emailed to me. No email was ever sent with the information that I requested.After contacting your property almost, a dozen times for resolution to my complaint and not having management contact me is unacceptable. I want to be refunded for my one night room charge of $370.54 and $31.77 for a charge that I did not make for a total refund of $402.31 back to my credit card.I hope after reading the issues that were made, that this is not the type of hotel and service standards that you would consider acceptable on any level...especially with a disabled child suffering form this hotel stay.I look forward to your prompt reply/resolution to my numerous complaints.***

  Business Response

  Date: 07/04/2023

  IHG ************* reached out to Tom Czech , via email, on June 29, 2023. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:06/04/2023

  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 complaint isn't really against IHG it's more against a property they own/run that didn't come up on the business search. On 4/22/23 we booked a hotel stay at the Holiday Inn Express in ***. The address is:***************************************** The stay was for 5/17/23 - 5/19/23. And it cost us $858 which is insane but that's besides the point. Our flight arrived at 11pm and after taking the subway to get to the hotel we arrived around 1am. Then they told us that our booking had been canceled and that they gave our room away to someone else even though we booked almost a month in advance. They didn't offer to do anything they just let us know we'd be homeless for the night. They didn't contact us, didn't text us, didn't email us, didn't call us to let us know our room would be cancelled. They just did it and didn't care at all. My pregnant wife begged them to let us stay in the lobby which they did but then promptly kicked us out at 4am because the cleaners had arrived, which didn't make any sense to us. So we had to be awake for 48 hours straight and we had to wander the dangerous *** streets at 4am. While we were there, two other groups got the same treatment we did and were told their reservations were cancelled. We asked the front attendant if they do this a lot and he said yes. This is a horrible business practice and should be stopped. We have demanded a refund and it still hasn't happened even though we were told it would go through in 3-5 business days which would have put the refund on or before 5/25/23 and we are still waiting for it to go through. This business really should be looked into.

  Business Response

  Date: 06/06/2023

  IHG ************* reached out to *********************,via  email, on June 6, 2023. Our Agents were able to review the situation and  provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:06/02/2023

  Type:Billing 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.

  Stayed at ************************** ********, March ***** 2023 When making the reservation the agent said there would be no charge for a rollaway.Once learning there was a charge asked on duty manager ******* regarding the charge and she said she would check with her district manager.Asked ******* daily during 4 night stay regarding the charge but she hadn't heard from district manager. On the last day she said she would take it off.Morning of departure March 17th, asked for a copy of bill and on duty worker said she could not give me a copy but it would be email to me. I would have disputed the charge if I had received a copy of bill.March 23, 2023 Emailed Candlewood suite to get a copy of the bill. Received copy on March 24.The bill had the charge for rollaway and disputed it with Candlewood Suites and credit card company March 24th *******, manager of Candlewood suites calls me May 3rd. We talked on May 4th. ******* again agrees to take off charge and says she'll pay for it.Since follow up emails May 21, 24, 29 and May 31st to confirm ******* verbal agreement.In principle I asked that ********** suites does what they said they would do now for at least three times and not charge me rollaway bed.

  Business Response

  Date: 06/09/2023

  Hello *****,
  
  
  
  I am ****** from IHG Hotels and Resorts Guest Relations. I am glad you reached out through BBB about the refund. I am happy to assist a loyal IHG One Rewards Gold Elite member like you in the best way possible.
  
  
  We received good news from the hotel management. They successfully processed the refund on June 8, 2023. Don't hesitate to reach out if you need further assistance, ***********
  
  
  Thank you for choosing IHG Hotels and Resorts for your travel needs. I apologize for the billing charge you received, ***********
  
  
  To provide feedback on my assistance today, please take a moment to complete the survey. Your participation is greatly appreciated.
  
  Have a fantastic day and keep safe,
   
  
  ******
  
  Guest Relations - Case Manager 
  
  IHG Hotels & Resorts 
  Case No. 10523542203
  ************* and ****** 
  Phone: ************ 
  Fax: ************ 
  Email: *************************
  www.ihg.com 
  

• Initial Complaint

  Date:06/01/2023

  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.

  On June 1st, I accidentally booked a room through the *** portal for the incorrect dates. Immediately realizing my error, within the minute, I requested to change and when they could not accommodate my reservation, I immediately requested to cancel it. Their system then tells me that they have taken the full amount as the deposit and I will lose all of my money if I cancel it, even though the reservation is over two weeks out. No where on their website did it say the reservation was nonrefundable. The *** booking page does not say anything about the deposit being the whole amount or the fact that I have absolutely no grace ******* not even a few minutes, in case a simple clerical error was made in the booking or something was clicked by mistake. I called them and they refused to provide any assistance.

  Business Response

  Date: 06/03/2023

  IHG ************* reached out to ***************************** via email, on June 4, 2023. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.