ComplaintsforInterContinental Hotels Group
Hotels
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Complaint Details
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Initial Complaint
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is regarding confirmation numbers XXXXXXXX and XXXXXXXX. I cannot type all of the atrocities that have taken place here but my family and I are LIVID. This establishment needs to be shut down. We had to wait over an hour to be able to check in, had to take the stairs and carry ALL of our luggage up flights of stairs because the elevator did not work, they got our reservation wrong, the tv had issues, when I called for maintenance to help, I was told there is no maintenance, the phone did not work, the front desk never answered the phone and when they picked it up, they hung right up, there were missing toiletries, there was no housekeeper to bring us the "complimentary" toiletries...I could go on. I want my money back honestly.Business response
08/24/2021
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. Consumer Response /* (2000, 7, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
08/10/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
This stay was August 7. Room 314. Light switches were connected to all electricity in the room. I was told I can either sleep with lights on in order to run my CPAP machine and charge my cell phone, or turn off all electricity to sleep in the dark. They told me they had no more rooms to move me to. They said a manager would give me a siginificant discount. I literally had to sleep with a towel over my head to block light. I was miserable. I have attempted to call 6 times and every time I get a different response when the manager will be in office. My latest call was responded by a very rude employee who yelled at me what do I want him to do. All I asked is what time the manager would arrive. I will be reporting this to Better Business Bureau, as providing electricity is a bare minimum requirement for a hotel room. This Holiday Inn gave me zero sympathy.Business response
09/15/2021
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. Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received any effort of communication from the hotel. It has been past 48 hours. The matter has not been resolved. I have already attempted to call 6 times before filing this complaint.Initial Complaint
08/06/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I booked a four day stay at this holiday inn 6th avenue Chelsea.. I arrived at the hotel right before midnight .The guy at the counter gave me a story about my card not working properly and I needed to call the bank at midni. I had already called the bank before I left to let the know I was going to be in New York fir the weekend.But in reality he cancelled my four day stay and sold my rooms to other guest. He apologize for canceling my rooms told he'd give me my money back for the night he charged me. I havent seen the reverse charge yet and it is not pending. He stole my money and me an 3 special needs people one deaf and mute, an autistic son and mentally challenged daughter had to sleep outside New York because there were holds on my account by holiday inn. The refuse to let me pay bty cash and the holiday inn staff guy refused to help me while I was over 700 miles away from home!!!'. It was horrible what the hotel did to me he didn't even call or email me he just cancelled.Business response
08/30/2021
Business Response /* (1000, 5, 2021/08/18) */ IHG Customer Care reached out to Ms. *******, via email, on August 18,2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.Initial Complaint
08/05/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
A IhG hotel was fraudulently booked with a hotel and Candlewood Suites in brown deer Wisconsin I woke up to the charge being off my card as well as a booking number I contacted the merchant and ***** was very non chalant and questioned me like I was the suspect in a murder case smh I told her numerous of times I didn't make the reservation and I would only use my IhG credit card if I did make a reservation through a IhG hotel as well As I have points I could have used she hung up on me ...I also added I would never book a room there because upon reading while on hold waiting for corporate I see their deposit is a $500 deposit hold she replies "ohhh I thought you didn't book here " I said I didn't I was just stating I would have never booked here for that matter alone this company is very money hungry to the point you would allow a fraud charge to become a valid charge just to retain money I reported my card to my bank and changed my passwords ** the IhG accounts but I need my moneyBusiness response
09/15/2021
Business Response /* (1000, 5, 2021/08/15) */ IHG Customer Care reached out to Ms. ******** ********, via email, on 15 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, 2021/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They only said to file a dispute with my bank . I spoke with the owner as well on 8/7/21 in which I called the police to the hotel the owner kept hanging up on me so I drove to the hotel where he was still there and he was so rude to me and told me he treats all his customers with lack of Care I said oh really he replied yes I said so you are ok with people using fraudulent cards as long as your paid he says yes so I called the brown deer police dept to make a claim ....The managers are so rude as well I had to change my Password to the ihg account and close my whole bank account due to this but IhG as a whole response is basically saying I made the reservation I never seen a company take a customer through so much for money. I'm not accepting their response I have been taken through the roof for my money when it shouldn't have been this at all !!! Business Response /* (4000, 9, 2021/08/27) */ IHG Customer Care reached out to Ms. ******** , via email, on August 27. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.Initial Complaint
08/04/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Dear Madame/Sir, I am writing you because I had a bad stay at this hotel.The hotel is agreeing to refund only half of my stay,The problem I have with this is that I had to get out of bed 2 times during the night for a fire alarm.I later found out a person in the hotel was smoking marijuana.I have the video of the fire alarm at the hotel.I am upset because the next day I had to wake up and drive, with no sleep. I am deeply disturbed and this was my 20 year wedding anniversary. Please be empathetic as I have been a very loyal customer of your hotel.Business response
08/31/2021
Business Response /* (1000, 8, 2021/08/22) */ IHG received the BBB complaint on August 23, 2021. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our Customer Care team reached out to Mr. *** ******** 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.Initial Complaint
08/04/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
On Aug 2 I received an email from this hotel at night claiming to charge me $100 for damage we did not do on July 31. I can prove through other hotel stays and school letters that my children would not do this. I believe they are scamming people. I received a receipt/letter with the wrong check in/ check out dates a day after I left them, with pictures that ***'t really prove it was my room on my stay. Manager was no help, cut me off and wouldn't listen so I believe he is in on it. In fact we stayed there another night two days before this visit and there was no problem.Business response
09/15/2021
Business Response /* (1000, 8, 2021/08/17) */ IHG Customer Care reached out to Ms. ****** *********, via email, on August 17th. Our agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 10, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing was resolved with the IHG corporation or the Holiday Inn Express in Cleburne, TX. They still agree to the charges even though their bill is wrong. I stayed at that hotel for two separate nights and their bill has the wrong stay dates, about a weeks worth. They are continuing to falsely stay dates. Also I would like again to note that their pictures "proving" there was hotel damages do not fully prove it was me: no time/date stamp and no real proof it was my room.Initial Complaint
08/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My family stayed at staybridge suites St Petersburg,fl downtown 940 5 th Ave S on july 23-25 for 2 nights.I had made 2 reservations, #XXXXXXXX,#XXXXXXXX, each room was for 2 Q &sofa sleeper.we had a very important family event.Both rooms were messed up. The first night 11 pm, we went to open the sofa and it didn't open. Our family member had to sleep sitting up on the couch. We contacted front desk,they said we are doing it wrong insisting it opens.The next morning, we told the front desk. They continued to say that sofa opens up then They agreed to moving us to a different room when one is available. At noon, they told me no other rooms available but will get rollaway. I said ok still not great. We return to room late the sat night,no rollaway bed. I complained, this was again late at night.manager not available and not returning callls back,I paid $291 total for both nights,each night was a problem. I would like 1 night credit (half for each night). Getting run around when callingBusiness response
08/24/2021
Business Response /* (1000, 5, 2021/08/11) */ IHG Customer Care reached out to Ms. Tara Rabel, via email, on 11 Aug 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (2000, 7, 2021/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
08/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
6/9/21 made reservation for 6/17/21 to 6/20/21 at West Yellowstone for 1 king bed. 6/11/21 updated to 6/18/21 to 6/20/21. Arrived 6/18/21 and staff said reservation was canceled by IHG 6/10/21. Staff said to make a new reservation despite showing them the active reservation on IHG.com and the email to check in early on 6/17/21. Two team members confirmed we would not be charged twice. Since no king bed available, had to book 2 queen beds. Toddlers fell off the bed middle of the night. Called corporate on 6/18/21 & 1.5 hrs. & multiple complaints to corporate. Stated could not remove original reservation despite the hotel not finding the reservation and confirming they were sold out for 6/18/21. Got charged twice, $413.89 & $911.38. 11 days & no refund Hotel room phone didn't work & bathroom got locked 5+ times. Staff said to use a coin to open the door because it happens all the time. Refund $413.89 & partial for the $911.38. Wasted days stressing out about the charges & disputing.Business response
08/26/2021
Business Response /* (1000, 5, 2021/08/11) */ IHG Customer Care reached out to Hong Lee , via email, on August 11, 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.Initial Complaint
08/03/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On April 17 and 18, 2021 I was charged $237.70. I was was given a receipt with another customer's name on it. I was either double charged for my room or charged for a second room.Business response
08/26/2021
Business Response /* (1000, 5, 2021/08/11) */ IHG Received the BBB complaint on 12 Aug 2021. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our Customer Care 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.Initial Complaint
08/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Recently stayed at the Staybridge Suites in St **** florida. Booked a 2 queen sofa bed room for July 23-25. When I checked in I was given a King room and I immediately called the front desk and then they moved me to a room with two queen beds and I was told sofa bed. When I went to open the sofa it was not a bed. Called front desk and was told they would send up two rollaways. A half hour went by and nothing I went to the front desk and was told they only had one rollaway. Now it is 11:30 pm and I told them that really would not work. Manager Alex acted like I was lying so I told him to come see for himself. He came to the room and I showed him sofa bed didnt open. We could not even sit on the couch stained everywhere I showed him that as well. The only thing he said he could do was give me sheets for someone to sleep on the couch and he said the next day we could be moved. We were not moved and ALex said only could give a discount on first night instead double chargedBusiness response
08/24/2021
Business Response /* (1000, 5, 2021/08/08) */ ***** ********** reached out to Customer Care July 26. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (2000, 7, 2021/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
930 total complaints in the last 3 years.
328 complaints closed in the last 12 months.