ComplaintsforInterContinental Hotels Group

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We used our IHG points for most of our stay, and paid for one night. However, the hotel billed us twice for the one night. We requested a refund or resolution from the hotel, but they ignored the request. Disputing the charge with the credit card company as well. Requesting that the hotel refund the $216.89 that was charged on July 14th. Evidence attached shows where the confirmation ending in #5060 was paid using IHG points and the second one was billed correctly to our credit card. The screen shot shows where our credit card was billed on the 14th and the 19th.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/29) */ IHG Received the BBB complaint on Aug. 26th. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our Customer Care team reached out to Ms. ****** ******* 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. Consumer Response /* (3000, 7, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This case should not be closed until there is an adequate and reasonable response from the business. Saying that they will work with the customer is insufficient, when they have not worked with the customer in the past. The reason this is filed with the BBB is because the company failed to work with the customer. Additionally, the business noted they did not have the reservations to adequately address. Those reservations were copied to this complaint and sent to the business directly. I look forward to a reasonable resolution to this issue.

• Initial Complaint

  08/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/17/2021 I stayed at a IHG Property - Holiday Inn Market Center in Dallas. My identity was compromised and my IHG member account hacked. I filed a Guest Incident report with the hotel and called IHG and reset my account to a different email and password and filed a security breach complaint. On 08/21/2022 I received another notification that my account has been reset. I am unable to login into my account. I have called their customer service number four times in a row and the call gets disconnected when an agent connects on the phone. I am unable to get any help from them and do not know the extent to which my identity has been compromised. I have received no support from this company where I have been a loyal member for many years. Such poor customer service over compromised identity is concerning. I need a response from the hotel.

  Business response

  09/23/2021

  Business Response /* (1000, 15, 2021/09/08) */ IHG Customer Care have been in contact with ******* ********, via email, phone, and through Social Media channels from August 19th- 23rd*. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  08/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My credit card charge twice . I suppose to pay 132.09 but hotel change me twice Need adjustment

  Business response

  09/22/2021

  Business Response /* (1000, 13, 2021/09/05) */ IHG Customer Care reached out to M. ******** ****, via email, on August 26, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 15, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not received any response from IHG or Holiday Inn . my credit card citi Bank inform me they file claim to merchant bank to issue credit. if merchant bank issue credit the the citi bankgive me credit. Business Response /* (4000, 17, 2021/09/19) */ IHG Customer Care reached out to Mr. ******** ****, via email, on September 20, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (2000, 19, 2021/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The IHG customer care they sent me email and ask for hotel Confirmation number and who's name was booked and dates I already sent them all the information they need. The lady called Riese , she gave me a hope to resolve the issue. When I will get reply I will let you know. Thanks for your help ******** ****

• Initial Complaint

  08/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Made hotel reservation with Holiday Inn Express & Suites in Seaside, OR for July 23-26. The amount I was suppose to pay is $1,543.60. On Friday the 23rd the hotel called to get the card number I wanted to use and I later realized they charged me $1,687.49 and then on Sunday the 25th, they charged me again for $1,606.87 and overdrafted my account by $1,152.50. I brought this up to the manager and she was so rude and refused to help us with this issue and this is the second time in the last year this same hotel has done this to us. Now I can't collect payments from customers I do work for because my account is overdrawn. I want a refund of all of those charges and an extra $2,000 in hardship fees for ruining our trip and leaving us without money.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/27) */ IHG Customer Care reached out to Ms. ***********, via email, on 8/28/2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Aug.X XXXX I stayed at the holiday and left my personal belongings in the room and they charged me a $350 fee as a smoking in my room charge and I absolutely did not in fact I'm on camera throughout my stay going out to smoke I have a handful of mental health issues and for that I smoke marijuana which in the state of Oregon is legle and I am of age it's not a crime to smoke or posses pot so when I went to my car to smoke when I returned to my room my smoking apperatus fell out of my pocket and was accidently left in my room and they decided I would be charged $350 and said it was smoking in my room charge I'm sorry but a smoking device left in my room does not insinuate I smoked in my room and if I left a ok of cigarettes in my room they assume u smoked and charge me for smoking no I'm sorry that's not how it works I m a reg. Here and don't disobay the motel policy of smoking in a non smoking facility but they charged me for smoking in my room because they found my smoking device.

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/08/25) */ IHG Customer Care reached out to ******* ****, via email, on 26 Aug 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, August 1st, 2021, I checked into the Holiday Inn Express. We got 2 rooms, Rooms 401 and 409. Rm 401 was occupied by our son. Tuesday, my son mentioned he had needed to use the lobby bathroom because when flushing, his toilet water came came back "*****". Before we left for a funeral Tuesday, he reported the toilet clog to the front desk. After the return, he discovered it was still clogged. The 2nd shift manager got a plunger and they tried to unclog it. Then a maintenance man was called. He arrived "late", then left to get "more tools" ;and would return in 1/2 an hour. After an hour had gone by, my son called the front desk to have the tools left behind removed, This was 3rd shift. "Words" were exchanged. Upon check out, no refund was granted for that room. I called the Mgr 3 times, reported to IHG 4 times. The Manager never got back to me. This was Rm 401, Conf #XXXXXXXX. I want $402.94 removed from my CC.

  Business response

  09/23/2021

  Business Response /* (1000, 10, 2021/08/27) */ IHG Customer Care reached out to GUEST, via phone, on 25 Aug 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 12, 2021/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) THe IHG Corporate representative offered "points". They did not offer to remove the bill for the room from my bill. I once again called IHG on 8/23 and the final suggestion was that I take it up with my CC company. Business Response /* (4000, 14, 2021/09/02) */ IHG Customer Care reached out to Ms. ****** again, via email, on Sept 2, 2021. Our Agents were able to review the situation once again and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked an ocean front king room at Hilton Myrtle Beach. Unable to enjoy it at all as balcony was so small it was extremely dangerous for more than one person at a time to be out there. The railing was also not sturdy & they had recently refilled several holes around the leg section on each side. Bathroom in the room is atrociously small. This is on-par with the smallest hotel bathrooms I've ever been in. You can't comfortably use the toilet and it's impossible to have two people in the bathroom at the same time. The room entry door had such a huge gap that you could see outside & inside. This is why the AC was running nearly-constantly; the humidity in the room would get really intense if we weren't regularly running the AC which made noise all night. Tried to get help from front desk daily to no avail. Contacted CS via website but to this day noone ever called me I'm a Gold Hilton honors member & usually pretty satisfied, but this visit definitely left the Hilton reputation tarnished.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/25) */ IHG Customer Care reached out to ******** *******, via email, on 26 Aug 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 7, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just checked my 'inbox' and 'spam' folders. As of today, August 26, 2021, I have not received any email communication or resolution to my *************@hotmail.com email inbox from an IHG agent as referenced in the business's response. This matter is still open and needs a resolution. Thanks, ******** Business Response /* (4000, 9, 2021/08/27) */ IHG Customer Care reached out to Ms. *******, via email, on 28 Aug 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I booked this hotel through Priceline & stayed there 7/31/21 conf # XXXXXXXXX. I felt this was a clean & safe hotel as it was a 3 star hotel. Upon arrival the parking was sketchy and dirty looking and I didn't feel safe. I was put in a room where the carpet was soiled and wet from the AC & the pull out mattress was torn to shreds. The window was popping open & was unsafe. I tried to call the front desk as I was on the 24th floor and only 2 of the 4 elevators worked. The phones weren't working either. I was put in a new room but that pull out bed was heavily damaged too. The phone was not working & we had to call from our cell phones to get linens for it . We tried to order food from the bar and the man kept walking off when I tried to order. I stood there for 20 mins trying to order when there were only a few people there. I waited 45 mins for my food. Then had to stand in line to go back to my room. I paid $313.96 and this was the worst hotel stay I've ever had. I have pics

  Business response

  10/20/2021

  Business Response /* (1000, 9, 2021/08/30) */ IHG Customer Care reached out to M. ********* *****, via email, on August 31st 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 11, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They finally reached out but simply apologized and said to let them know if I needed anything. They mentioned they told management but offered no refund or partial refund or anything outside of sorry. They have me down as M. ***** on the email also, not sure what the M is for. Business Response /* (4000, 13, 2021/09/15) */ IHG Customer Care reached out to M. ********* *****, via email, on September 15, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 21, 2021/09/16) */ 9/15/21 they emailed me stating they couldn't refund because they ***'t keep guest records which sounds odd. Never once did they ask for a receipt from me because I could furnish that. Again they mentioned an apology was sent out but that's all they could do. For the level of poor service and how damaged the rooms are, I'm just in shock. That was my worst experience in a hotel. I've stayed a much cheaper places that I felt were clean, safe and in good repair. The condition of this hotel is not a 3 star and the cost of the room was high for all the trouble I went through to have a decent room. I will not be doing business with them again.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I PAID FOR A CLEAN AND SANITIZED ROOM AT THE VIDALIA, GA. LOCATION. I REQUESTED MY ROOM BE SERVICE AND ALL I RECEIVED WAS CLEAN BATH TOWEL'S AND WASH CLOTHES. NO BATH MAT AND NO HAND TOWELS. BEDS WEREN'T MADE OR ADDRESSED, THE BATH FLOOR WAS DIRTY AND NOT ADDRESSED. COFFEE AND CUPS WEREN'T REPLENISHED, THE DESK MGR IGNORED MY REQUEST AND ONLY DROPPED HAND AND BATH TOWELS. SHE SAID I CAN GIVE YOU TOWELS. I TOLD HER I AM GOING OUT AND I WANT THE ROOM SERVICED

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/24) */ IHG Customer Care reached out to Ms. **** **********, via email, on August 24, 2021. Our agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 7, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is August 24th. Let me read first before I accept. Thank you Business Response /* (4000, 16, 2021/09/09) */ Per the last entry on this case, dated August 24th, guest stated: Today is August 24th. Let me read first before I accept. Thank you. As of todays date, September 9th, IHG has received no further communication from Ms. **********. Additionally, we have confirmed with the hotel that service was provided to the guest as requested. With respect to the actions taken by our hotel, and no further communication from the guest, IHG does consider this matter fully resolved. Consumer Response /* (4200, 23, 2021/09/29) */ Case Manager -Guest Relations SHEEN was to contact me in 48 hours with a favorable resolution August 2021 I never heard a word.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I stayed at Holiday Inn in New York, Chelsea at 125 W 26th Street from August 5th - August 8th. In the middle of the first night, my boyfriend woke up due to an itchiness on his back. He thought he got a mosquito bite, and went back to sleep. In the early morning, he saw a bed bug on the bed. He immediately killed it and went to the front desk and requested a new room. However, you had no other rooms available at the time, so we had to wait until around afternoon. During that time, our dog had to stay in a bed bug-infested room. Even after the new room, we felt unclean and unsafe. We had 2 of our dogs in our room, which we are still unsure if they are affected. My boyfriend now is suffering from MULTIPLE bites from our stay. You had the responsibility to provide us a safe and clean space, preventing infestations like this from happening. Now they are saying there are no bed bugs and are still allowing other guests to stay in the infested room! We have photos for proof.

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/08/18) */ IHG Customer Care reached out to ***** ***, via email, on 19 Aug 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

*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. ↩