ComplaintsforInterContinental Hotels Group

Name: InterContinental Hotels Group
Address: 3 Ravinia Dr Ste 100, Atlanta, GA, 30346-2121, USA

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Initial Complaint
10/06/2021
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
we stay here twice... the first time our daughter was scheduled for surgery and we advised them she is on breathing treatments... our hotel room was disgusting!!! Drips going down the wall of god knows what, trash under the bed, wallpaper peeling, mold in the bathroom and shower... not only was it disgusting but someone kept smoking... we called the front desk and they said there is nothing they could do about it since they are probably smoking in the stairwell and they can't find them... I reported this to corporate and they advised they would speak to management about it and I received a call and spoke to ********* and she advised me that she would live for us to give them a second try and that she would comp us 2 nights to make up for the 2day stay we had with them. our daughter ended up needing surgery again on OCTOBER 1st and we were going to be admitted so we decided to give it a shot again. Well we were not compensated as promised and there was mold and roaches on the walls
Customer response
10/11/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
That was the resolution for the first visit! The second visit on September 30th-Oct. 3rd is the one I am talking about! No resolution has been made... management is refusing to compensate the 2 nights they promised via phone conversation... I have asked several times for someone from corporate call me and they keep referring me back to ***** the hotel manager who tells me "he has nothing to say to me"
Business response
10/11/2021
IHG ************* reached out to ********************* , via email, on 27 Jul 2021 08:14 AM. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Business response
11/09/2021
IHG ************* reached out to ********************* , via email, on 27 Jul 2021 08:14 AM. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer response
11/09/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
My second stay was not in July it was in October so the email in July that you sent was for the first stay and I gave your hotel ska second chance like your email asked me to do... the stay in October is the one that I am disputing! To have the same reply and not read my actual complaint to understand or to even call me to get a better understanding of the situation is horrible customer service just like the nasty **********************... I have reported to the ***** Attorney General for investigation as well and reported to senators and the governor of *****!
Initial Complaint
10/06/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
HOTEL OVERCHARGE FOR POOR ROOM CONDITION, UNABLE TO CONTACT GENERAL MANAGER TO FILE COMPLAINT AFTER CALLING 2X WITH NO REPLY(1 OCT AND 4 OCT) , ROOM WERE UNSAT AND UNSANITARY DUE TO EXCESSIVE DOG AND HUMAN HAIR THUR OUT THE ROOM, CABLE TV AND REFRIGERATOR INOPERABLE...INWHICH WE IMMEDIATELY ALERTED THE FRONT DESK CLERK "DISTINY"...NOTE: REGINA TURNER AND ***** ******* XXX-XXX-XXXX, PHOTOS TAKEN, ROOM# 418, MEMBER PC# XXXXXXXXX, CONF# XXXXXXXX AND FORMAL COMPLAINT FILED WITH CREDIT CARD ISSUER DUE TO "FCBA"
Business response
10/08/2021
Consumer Response /* (2000, 6, 2021/10/08) */ Please recall complaint due to complaint has been resolved with merchant.. respectfully, ***** *******
Initial Complaint
10/03/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I had booked a stay with the Crowne Plaza in 2020 for my Son to attend Open Jar, housed in the same building. The camp was cancelled in 2020 due to covid and the hotel was then closed to covid in 2020. I was told numerous time I would receive a refund but never did. Finally in 2021, after reaching out numerous times about a refund I was told they would agree to rebook my reservation for an upcoming stay 10/9-10/13. A week before my stay Crowne Plaza cancelled my reservation and closed. I have since learned they have been closed since June 22nd, but waited to inform me for some unknown reason, fun I guess. I have been told a refund will be made on 10/15/21 but they have no way to refund my money as they have no card on file to do so. I have asked to have the reservation transferred to the intercontinental hotel in times square and transfer the funds but they say they can't do this. So I am out ~$1300 for the last 1.5 years and have no hotel for my upcoming stay - utterly ridiculous.
Business response
10/18/2021
Business Response /* (1000, 5, 2021/10/07) */ HG Customer Care reached out to ********* ******* , via email, on Oct. X XXXX. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
10/02/2021
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I made a reservation on the IHG website, which I am a member of. I'm really big on 3rd party sites and always make sure I'm on the right sight. Basically my reservation that I made on ihg.com for sept. 24-26 redirected me to a 3rd party unknowingly. Costing an extra 110. In taxes and fees. Plus it was suppose to include pet, which cost an additional 54. When i noticed i brought it to front desk. He said it's unfortunate and worked with me to get half my money back. I contacted corporate who said they would look into and get back to me. The hotel I stayed at got back to me, but cant fixed the problem at their level, I knew that, that is why I contacted corporate. I spent 49 min first call. Second call waited on hold 15 min. Called 3rd time for a 21 min hold and didnt speak to anyone.
Business response
11/11/2021
Business Response /* (1000, 9, 2021/10/14) */ IHG Customer Care reached out to GUEST, via phone, on 30 Sep 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 11, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) No-one called me from IGH. The only person who contacted me was the manager at the hotel. He didnt have anything to do with my complaint. I was told someone from marketing and technology would be in contact. I have not heard from anyone. Business Response /* (4000, 16, 2021/10/28) */ BBB response: IHG Customer Care reached out to *** ****** *******, via email, on October 22, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (4200, 18, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive several emails. All telling me to go to the 3rd party. I did. As stated in my email...only corporate customer service can help. The metropolis location cannot do anything. Iv spent several hours going back and forth. I did not use 3rd party. I book through IGH secured website. Now this 3rd party has my money and I formation. I'm still seeking a refund of 110.00 that is owed for taxes and service charges to stay with IHG. IHG can contact the 3rd party, work it out and refund what is owed to me. I will not accept anything less. As IHG has not been of any help. They just email the same email for every response!
Initial Complaint
09/29/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I stayed at this hotel on 9/4/21 and 9/5/21. When I received my credit card statement, there was an extra charge from this hotel for $324.75. I called the hotel right away because I knew I didn't owe anything. I spoke to the front end manager and I asked why I was charged. She stated it was because there was a broken mirror in the room. I explained to her that it was there when we checked in and had nothing to do with it. She stated that she would look into it and call me back. I never heard back from her and couldn't reach her again. I then reached out to guest services on 9/22/21. I was told I would hear back from the hotel within 48 hours. On 9/24/21 after never hearing back from them I reached out to guest services again. I was again told that someone at the hotel would call me back within 48 hours. On 9/27/21 after still no communication from the hotel I called guest services yet again and was told the same thing that I would hear back from someone within 48 hours. I need help!
Business response
10/01/2021
We did not have a guest registered with this name and could not find this guest in our computer system. Guest did not stay here.
Customer response
10/03/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
We stayed at the Holiday **************************** at **************************************. I filed with the BBB in ******, ** and they forward it to this BBB.
Customer response
11/01/2021
Consumer indicated they have not heard from the company
Customer response
11/02/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know what they are talking about. I have NEVER been contacted by anyone from this company to resolve this issue. NO RESOLUTION HAS BEEN MADE! Please contact me, ***************************. Please help!!!!!
Business response
11/02/2021
IHG ************* reached out to *******************************, via call, on Oct 1, 2021. Our Senior Agent were able to review the situation and provide a resolution. We believe the matter to be resolved.
Business response
11/11/2021
IHG ************* spoke to ******************************* via call on September 30, 2021 by one of our Senior Case Managers. She reviewed the situation and was able to provide an explanation of what resolution was provided by the hotel. As for policy issues, Guest Relations cannot override or take further actions on behalf of the hotel's final decision and resolution to the matter. We believe the matter to be resolved.
Customer response
11/12/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
THERE HAS NOT BEEN ANY RESOLUTION! I will never stay at an IHG hotel ever again. WHAT A SCAM! They are charging me for damage that was done prior to my stay. How can a hotel do this? No one will listen or speak with me at the hotel to right the situation. I have left endless messages for them to call me and no one ever does. Even making a complaint with the BBB goes nowhere and IHG still does nothing to help me. WHAT A HORRIBLE COMPANY!
Initial Complaint
09/25/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I stayed the night on 9/15/21 holiday inn express downtown Denver on tremont. My room number was 2264. My hotel room didn't have a shower curtain, nor did the shower work, rendering my ability to clean myself useless. I made a request to front desk to change rooms but they couldn't accommodate my request. I would never have reserved a hotel room for $163 if I knew it didn't have a shower...i Figured having a shower in a hotel in America was a standard feature. This caused huge black eye on the trip. I captured a video for proof.
Business response
10/11/2021
Business Response /* (1000, 5, 2021/10/02) */ IHG Customer Care reached out to ***** ******, via call, 23 September 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure how this matter can be resolved. Customer care gave me 10,000 points which are basically worthless as that doesn't come close to being enough for a free room. I was given a hotel room without a shower. For $180 I believe that's unacceptable as the rooms was advertised of having a working shower. I have a video of the room showing no shower curtain and the broken shower. Business Response /* (4000, 9, 2021/10/11) */ IHG Customer Care reached out to ***** ****** , via email, on 11 Oct XXXX XX:XX PM. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
09/24/2021
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Since April 2015, I have been working hard to accumulate IHG points every month, trusting a big company called IHG and using credit cards for about 5 years. However, due to the covid-19 and personal circumstances, I was unable to log in to my IHG account because I was unable to travel and did not have the opportunity to book a hotel. I don't think it's fair to get rid of all the points in my account just because I haven't logged in for a long time. Also, other companies such as Hilton, Hayatt, Marriott, and other Airlines do not apply such harsh terms. No examples can be found from other companies. Please return my points fairly. I have accumulated over 160,000 points. To collect these points with a credit card, you have to spend at least $160,000 to collect them, and I am some of the most valuable assets I have worked hard for over the past 5 years. please give it back
Business response
11/09/2021
Business Response /* (1000, 8, 2021/10/06) */ My name is*******, and I am happy you got in touch with us. I am sorry to learn about not having a response until now. I appreciate your taking the time to let us know. Unfortunately, I couldn't find this case. To be able to look into this for you, we need some additional information. Please reply to this email with your confirmation number, the name of the hotel, the name the reservation was booked under and the dates of your stay. If not all off this information is available, just provide what you can. Consumer Response /* (3000, 10, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My IHG Reward Club Number is *********. I have accumulated IHG Reward points for long times, but all points was gone all of sudden. Please return my point back. I believe I used to have more than 160,000 points.
Initial Complaint
09/21/2021
Complaint Type:
Product Issues
Status:
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.
Candlewood Suites in Mishawaka, IN owes me a full refund of $ 406.75 for a scheduled stay cancelled on 9/8/2021. The manager Joey Csiti will not return calls or resolve the issue. Her email is not valid.
Business response
10/11/2021
Business Response /* (1000, 15, 2021/10/11) */ - IHG Customer Care reached out to GUEST, via phone, on 21 Sep XXXX XX:XX PM, and email on 12 Oct 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
09/21/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I booked reservations at this hotel and received confirmation on April 14, 2021. The reservations were for University of Delaware Family Weekend on October 1 to October 3rd 2021. I received an email on September 16, 2021 stating the reservation has been cancelled and to find another hotel. When I called and asked why my reservation was cancelled they said they over booked. I asked of all the reservations why was mine was chosen to be cancelled and they said because I paid a lower price than others that had booked the room. I made these reservations 5 months in advance and they were confirmed. This is a very crowded weekend and there are very few hotels in the area with availability and the prices are now very high. I am sure the hotel did not realize that Family Weekend was October 1st to the 3rd when I made the reservation and over booked at a higher price when they found out. This should not be allowed.
Business response
10/29/2021
Business Response /* (1000, 5, 2021/09/26) */ IHG Customer Care reached out to ****** ********, via email, on 27 September 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 7, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Hotel Manager, Stella, had stated that I would get one night free with my new reservation at the hotel. I did not get a night for free. Stella was not at the desk when we checked out. I still expect to get either a refund for one night or a voucher from IHG for at least one night. Business Response /* (4000, 14, 2021/10/28) */ IHG Customer Care reached out to Mr. ****** ********, via email, on October 28, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (4200, 16, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will never stay at one their properties again. They claim that I should be happy with the resolution of simply reinstating the reservation they inappropriately canceled. Even though they had promised a free night to compensate me for me troubles but never gave me the free night. They also charged me the same amount for a queen size bed versus a room with a king size bed that I had initially booked. I know that I will never be satisfied by them so just not staying at their property in the future will have to do. You can close this, I just needed to vent for a minute.
Initial Complaint
09/20/2021
Complaint Type:
Product Issues
Status:
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.
We stayed for 2 nights at a "4 star" hotel. we paid $114 a night that doesn't include breakfast, and we paid $18 a day to park. The room smelled okay but every morning we woke up with horrible allergies and it smelled damp. The hotel smelled of mold in areas. There was unmopped blood on the bathroom floor. You can't tell the house keepers because they do not speak English. I was not the only one with issues on that. It was extremely loud, my neighbor was screaming at the top of his lung in anger in his room. The "quiet floor" was the loudest floor and smelled of weed the whole time(floor 7). This is far from 4 stars. If I knew that the hotel was like that, I would have no placed a confirmation. We had a wedding party all stay at this hotel and it was a big downfall of the whole weekend. I also have recorded video of the screams we dealt with all day after we checked in. The front desk (make) is also extremely rude and embarrassed me in front of the whole line.
Business response
10/08/2021
Business Response /* (1000, 5, 2021/09/24) */ IHG Customer Care reached out to Mr. ***** *****, via email, on September 24, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Business Response /* (1000, 8, 2021/09/27) */ I emailed guest to contact me as I didn't have a contact number. Guest and I spoke on Sept 23, 2021 and agreed to comp room and tax for 1 night, total compensation was $114.75. Guest was happy with the resolution. Kamini Viggiani Director of Guest Services Crowne Plaza Orlando Downtown

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