ComplaintsforInterContinental Hotels Group

• Initial Complaint

  07/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a hotel stay through IHG Hotels sales for $199.00 knowing it required a sales pitch. We were scheduled to arrive X-XX-XXXX as the Covid began to rise with the new delta variant. I contacted cust service to cancel 2 weeks early & he said I did not have a reservation - then when the info was found by the sales rep I told covid was not a valid reason to be canceling & that people are still traveling! The rep went on to say we will be charged an addtl 19.95 cancelation fee. Instead of the $99 cancelation fee if you cancel within 72 hours. Now mind you we were charged $199 for this situation to begin with no hopes of ever being refunded that cost unless you "attended the presentation". First off what kind of company tells you that a fast spiking deadly pandemic is no reason to cancel a trip? Who are you to say that we are healthy enough to be exposed or our family members? Truly shady & terrible business practices. I want a full refund of the $199 this company took from us.

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/07) */ IHG Received the BBB complaint on 08 August 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

  07/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a reservation with Candlewood Suites in Baton Rouge, LA to stay from 3/23/2021 to 3/28/2021. On the day of travel and anticipated checkÃ'Æ'Ã'¢Ã'¢'Ã'¬Ã'â'?Ã'in, 3/23/2021, it flooded in Baton Rouge. Because of that I decided not to travel to Baton Rouge. I did not call the hotel to cancel my reservation due to assuming they would understand why guests might not have checked in that day (Flooding).I did however stay at a Courtyard by Marriot from 3/24/2021 to 3/31/2021 and can provide the receipt. My issue is that Candlewood Suites in Baton Rouge refuses to adhere to their cancellation policy. I failed to show on March 23, 2021 and was still charged for the entire cost of stay ($545.25) and not charged for one night according to their cancellation policy. I've also spoken to and email the General Manager Joettee ****** and the assistant manager Collin and they too have not been helpful. Please assist in this matter. Any help would be appreciated greatly.

  Business response

  09/08/2021

  Business Response /* (1000, 14, 2021/09/08) */ IHG Customer Care has been in contact with *******************, via phone, on multiple occasions during the timeframe of July 16- July 29th. IHG has been informed by the hotel, the matter has been referred to law enforcement. IHG considers the matter resolved. Case ************ Business Response /* (1000, 14, 2021/09/08) */ IHG Customer Care has been in contact with *********** *******, via phone, on multiple occasions during the timeframe of July 16- July 29th. IHG has been informed by the hotel, the matter has been referred to law enforcement. IHG considers the matter resolved. Case #XXXXXXXXXXX Consumer Response /* (3000, 21, 2021/10/04) */ I would like to submit documentation that supports my claim. Business Response /* (4000, 26, 2021/10/19) */ Mr. ******* stayed here from 3/23/2021 until 3/28/2021. He claimed that he did not stay here. We have his room number and documentation that he stayed. We advised him to dispute the charge with his credit card company, he did, and lost the dispute. When he lost the dispute, he called the hotel making death threats and stated that he was bringing a gun and "Shooting the whole hotel up!" He managed to get the owners personal cell number and began to stalk him by phone day and night. Law enforcement was called immediately and they informed us to have no further contact with him. Here is the police documentation of the open case. Case # XX-XXXXX Police Office: J. Urbina Badge Number: PXXXXX

• Initial Complaint

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at Holiday Inn Express( confirmation # XXXXXXXX) The room for my stay 03/05-03/07/2021 was disgusting, and what was promised in the room was dirty/ broken. For example- the jetted tub, only one jet worked and it shot out mold/black gunk and previous guest body hair! Also, I was quoted a price of $253.66. But I was charged TWICE for this stay $288.66. I've reached out to staff and ****************@gmail.com responded once to my complaint stating my charges would be refunded. This has not happened for either of the $288.66 charges. And now neither the staff nor Chin will respond to my calls or emails.

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/03) */ IHG Customer Care reached out to Mr. **** ********* , via email, on 03 August 2021. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Consumer Response /* (3000, 7, 2021/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Offering points and told to wait for hotel to reach out regarding a refund. This complaint will not be resolved till after the hotel has reached out and a refund has been issued. Business Response /* (4000, 9, 2021/08/10) */ IHG Customer Care reached out to Mr. **** *********, via email, on August 11th. Our agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, my name is ********* Kate ****** and I have cancer. I am homeless and have to live at a run down hotel. I had a charity pay my rent; $2,790! which was very expensive! With a $250 deposit & a $275 deposit on a animal that isn't even here. I also paid for late fees of $540. From July 16-21. $2,000 for July 21- august 31st. I pay for a kitchenette room and the stove does not work, there was no fridge, I had to get one. The stove does not work, and I had to unscrew all the cabinets to use them. My room is not the only one like this. The air conditioner is broken and the room stays hot. There are cockroaches and flies EVERYWHERE. The door needs weather stripping or something. The closest door has no handle nor does the bathroom.

  Business response

  08/12/2021

  Business Response /* (1000, 10, 2021/08/03) */ IHG Received the BBB complaint on 8/3/2021 at 3:43:03 PM. 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

  07/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My account was disabled, after 15+ years. I called 6 times with average waiting time over an hour. Spoke with 3 different representative, two times was promised call back from supervisor. As a result I can't cancel existing reservation and use free nights, that about to expire. Best regards, ***** ***********

*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. ↩