ComplaintsforInterContinental Hotels Group

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  07/04/2024-07/07/2024 Hotel manager has ignored over 5 emails and 20 messages. I have called hotel over 100 times. They won't answer or at times do then hang up immediately. This is sickening literally. My anxiety has been off the chart because of this. To whom it may concern, My name is *************************** and I'd like to request a refund due to unacceptable filth from the lobby to the room. At check in the lobby carpet was filthy and not vacuumed. The ceramic tile in lobby was filthy and appeared to have not been mopped in days. We were given a room on bottom floor and when we walked in it smelled, was not vacuumed and floor was dirty. So immediately went to desk to let them know. They said they were short staffed and a maid quit that day. I don't want to know that. I just want to have a clean room with the *** Clean Promise. The front desk gave me another room 227. Went in elevator and the walls were smeared with handprints which stayed on them for 2 days until I said something and they were wiped. The floors of elevator were filthy, stained, cracked, and dirty every day. They laid duct tape down on a broken tile.When I walked in there was garbage under the bathroom sink, f**** on side wall of bathtub, mold in bathtub seams, dirt piled up in all corners of bathroom and hallway, fridge leaked water on floor. Bed was not made properly. The comforter was not placed in the duvet cover. When I looked at comforter, it was dirty with either blood or spaghetti sauce on it. I immediately went to desk and let them know. They had no maids available to address my issues. I had called several hotels each day and was unable to get an available room. We drove over 7 hours for a family reunion so we were stuck staying. I have several photos that I'd like to send to show you how bad this hotel really is. Also there is no love or key entry in the back of hotel so anyone can open that door and get access to the hotel. This is not safe nor is the hotel habitable.

  Customer response

  09/12/2024

  Hi there this matter has been resolved betwwethe company and I. You can close the case. Sincerely, ***************************. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  *** vacations called and offered a vacation at one of their properties for $249, if we took a tour. Several items and details were represented to me and was told he would include everything in an email. Credit card charge went through but no email with the terms and details of my offer. Numerous attempts to contact them have failed and a significant amount of time and energy on my part have been wasted. Good luck trying to contact them for resolution!

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Date of Transaction: May ****** Amount of Money paid to Business: $1897.34 The business promised a hassle-free, 4-star experience, but what I experienced at Hotel Indigo in ****** was far from that. Initially, the check-in process was chaotic despite notifying the front desk of our early arrival. We were assured our three rooms would be close together, but one was placed on the opposite side of the floor.On the second day, one of our rooms was infested with ants, forcing my friends to move to a lower floor with only free breakfast as compensation and promised laundry service. The laundry service was never provided and they had ants in their luggage for two weeks after. The next day, my roommate and I found ants in our room as well, but again, we received no proper compensation, only a subpar cleaning service and a shrug from the front desk saying "This happens with balcony rooms". Having stayed in balcony rooms many times before I can say that no, that is not normal to have ants infesting your bedroom. The final straw was discovering that my newly purchased ****** and some of my clothing had gone missing from our room. The front desk offered minimal help and only free breakfast as compensation. Additionally, the cleaning staff stole my friends souvenirs from multiple destinations, including expensive facemasks, black and white truffles, hand-made sculptures, and much more, not only irreplaceable but also expensive. Had it not been our last night in the hotel me and my friends would have left. We felt violated, unsafe and frankly disrespected. I'm unsure if it was because many of me and my friends were people of colour and seemed like easy targets to the staff or what, but I'm extremely disappointed and frustrated with my stay, especially with the lack of cleanliness, poor service and poor treatment. I contacted the company multiple times and was left on read and without being contacted like promised.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my outrage and severe disappointment with the appalling experience my family and I endured during our recent stay at the Holiday Inn Club Vacations in ************. What was meant to be a special family vacation following my military deployment turned into a nightmare, leaving my children in tears and my family deeply distressed.Upon checking into room on 7/26/24, we discovered essential amenities missing, such as knives, which are crucial for my diabetic mother. Issue was ignored. Later that evening, we returned to find our hotel room door wide open, a shocking breach of security that endangered our belongings, including government property. Front desk's response was grossly inadequate, offering a temporary move with the promise of further disruption in two daysa completely unreasonable solution. Following morning, multiple staff members barged into our room unannounced, claiming we shouldn't be there, causing further distress and humiliation for my family. Despite escalating these issues to the timeshare agent and on-site management, we were met with apathy and empty promises. *****, the on-site manager, promised a relocation to a beachfront hotel, but failed to follow through, leaving us in limbo without any clear plan or communication. That night, our key cards were deactivated, and ***** at the front desk had the audacity to claim we were not even supposed to be on the property, despite our confirmed reservation. This incompetence is unacceptable. My children were left begging to leave, their excitement for this trip shattered. I demand an immediate full refund for our stay, substantial compensation for the distress and inconvenience caused, and a formal apology. I expect a detailed explanation of how such gross mismanagement and neglect were allowed to occur at your establishment. I have made several attempts to communicate with the general manager, ***************************** and as of today, 8/29/24, she has ignored my communication attempt

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  En ***** 21 Y 22 DE 2024 me hospede con mi familia en el Hotel Holiday inn express *************************, Hasta el 28 de ***** de 2024,me exigieron un deposito de garanta de $ 200 U.S. prometindome que me los devolveran en 5 das hbiles a mi cuenta de ahorros # *********** de Bancolombia .He llamado a la manager y a una Seora *********, Y ME HAN CONTESTADO CON VARIAS MENTIRAS DICIENDO QUE SOLO ME VAN A RECONOCER $100 US, afirmando mentirosamente que ya enviaron el dinero a mi banco. Indague en mi Banco y todo es mentira, le solicite a ********* , la fecha y # de envo y me contesto en forma altanera, que no mas y me colg el telfono.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dissatisfaction with the recent stay at ***************** location. The experience was far below the standards I expected & normally receive. 1St incident, tv in the room did not operate properly. Management changed the rooms. Prior to room change I requested the room to be cleaned & towels, did not take place. Late in the evening move exorbitant ************** The issues did not stop there. The refrigerator did not work in the new room, we did not find that out until the following evening when we realized that our food was not edible. They offered to move us again. In addition all the above, we had to replace our room key over 7 times, added 4 times AFTER the hotel blackout. 7/9 fire alarm went off, building had to be evacuated. I found out neither of the 2 phones worked, reported to the front desk. Management sent someone to address that issue. Nothing could be done unless it was rewired through the ceiling. Asked again to relocate to ANOTHER room. 7/8 during breakfast, a hotel Guest informed me to be mindful of the milk. Took their advice by reading expiration dates. 7/9, Fianc consumed spoiled milk with expiration date of 07-15-2024. Thought it was safe, it wasnt. He immediately began to vomit. Reported the matter to the front desk. Discount offered. It was not the time to debate prices but tend to the health crisis at hand. Requested ginger or ginger ale. None, I requested chamomile tea, I followed, gave me 2 bags. With the level of urgency to get the tea to the individual that desperately needed it. I returned later to get a few more and NONE. During the stay I was informed getting clean sheets had to be requested. I requested it during the morning and returned to the same sheets. Late evening, I called the front desk from my cell phone requesting sheets changed, they did not have the proper size pillowcases; too small. I can say with certainty that this stay was one of the worst hotel experiences I have had. Letter attached with all details.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hotel stay in which Hotel rented a block of rooms to a wedding party. Wedding party returned back to hotel after 2 AM and proceeded to scream in the hallways very drunk and unruly. I opened my door to ask them to go into their rooms and the bride started to come down the hall to my room. I said that I did not care that it was her wedding night and the she needed to go let the hotel sleep and closed my door. Her and others from her party pounded on my door and screamed profanity at my door. I called down to the front desk and they said that they would send up security. The screaming stopped for 10 minutes and the drunken party continued to scream, pound on other doors, and cam back to my room at 4:30 AM screaming profanity. My husbank and I felt unsafe. The hotel quieted down just after 4:30 AM and we showered and left about 6:30 AM for fear of running into the wedding party in the morning. When I told the front desk clerk that I was not paying for the room she told me that she went up to the party at 2:30 AM and personally told them to quiet down. The hotel security was lacking as she was a young girl and not equipped to protect anyone. I called the hotel to discuss with managment and no one ever returned my call but issued a $100 plus tax credit on our stay. We paid $497 for the stay before the credit. I would like a refund for the balance due. The hotel should take responsiblity for booking a wedding party and not ensuring the safety and security of all hotel guests. I have tried to contest card charge but because I checked in to the room they can not issue a credit since the "services were rendered." I also contested with IHG but they can not do anything since the hotel issued a 20% discount. This is infuriating.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have a charge on my credit card for $668.46 for Intercontinental Hotel ******* on 17 August. I didn't live in ******* at the time, I didn't stay at this hotel, like EVER. So, again, someone was able to charge this using my credit card that WAS NEVER in their hand, never showed ID clearly because I live in another state at the time of this transaction. I want the hotel to reach out to me to address this charge with me (see attachment)

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at the Express Holiday Inn in **********, ** on 08/24/2024- 08/25/2024. My family and I had a terrible experience. We had to wait for our room. Then when we went to our room it wasn't cleaned properly. We had to be moved to a different room. We didn't get any rest the whole night into the early morning due to stomping from the room above us. I told the on staff about the noise problem that night. In which he took care of. I also told the front desk upon checking out about the experience. She said she would contact their manager. I used my ****** points and want a full return of my ****** points back on my IHG account (not ****** pts). I do not appreciate having to go the extra mile to come here and file a complaint becasue guest relations doesn't want to remedy the matter properly. My case number is: *********** and the reservation number is: ********.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I emailed Holiday Inn at hi-*********************** because that was what pulled up when I attemptedto cancel my reservationthat was on 08/17/2024. I explained in the original email that there was a family emergency that occurredFriday 08/16 between adults at my nephew's birthday party. This resulted in the cops being calledto the residence. The whole situation traumatized my nephews and caused them to become sick to their stomachs. This was going on all throughout friday and saturday. I reached out as soon as i was able to to cancel my room. The manager that called me today at 12:52pm was extremely rude. She had already determined without speaking to me that she was not going to consider issuing a refund. I then attempted to call the location and speak with her directly. I explained the situation that happened and that it was an emergency and that I couldn't have called in time to cancel the reservation. She proceeded to have an attitude and talked down to me stating I would have had 2 days to cancel which would have been the 15th, before anything happened. I called her out on how she was speaking to me and she said that She was not rude, and that I made it to where she couldn't rent out the room and lost out on money because of it and that it was my fault.I have NEVER been talked down to so much before. All of this conversation with her was in a total of 3 minutes and 27 seconds, because she was unwilling to listen. If it hadn't been an emergency then I would take the charge and just deal with it. This is not the case though, if need be I could even get the report number from the fight to submit to show that one occurred. I wasn't even given that option, she did not want to listen to anything that I had to say on the issue.

  Business response

  09/02/2024

  September 2, 2024
  RE:  ID ********
  Im sorry that this issue has gone so far, but I simply explained the cancellation policy to the guest. It states the 24 hour cancellation policy prior to arrival on the website when the reservation was made.  I was not rude; I listened to her, but it is policy that when a reservation is not cancelled within 24 Hours prior, a No Show charge is then applied.  The guest booked our 2 Queen bedroom Jacuzzi Suite.  This room could have been rented should a cancellation been made prior to her arrival.
  Below are comments from our Guest Relations and myself:
  Please know that our office fully understands your sentiments and certainly regrets the disappointment you experienced. However,the hotel management of Holiday Inn Express & Suites Ponca City already made a final decision that the charge will stand. As mentioned by colleagues,our office supports the hotel management's decision and the terms of the reservation.
  I have called and left message for ***** explaining that when the reservation was made it states the 24 cancellation policy. Even with all that happened with guest, a call could have been made to cancel the reservation without being charged as a No Show.
  I explained our cancellation policy. She booked the room knowing the cancellation policy. We could have rented that jacuzzi room over the weekend should she have cancelled on Friday night. 
  I reviewed your case and the hotel management mentioned that they already contacted you and explained the cancellation policy. We are supporting the hotel's resolution. I hope you will still include IHG Hotel and Resorts in your travel plan soon.
  
  Guest relations has supported the no-show penalty assessed on this reservation.
  
  Again, I regret the incident that occurred, but this is a business and we have our policies.  There will be no refund as per policy.
  
  

  Customer response

  09/03/2024

  I have already spoken to ********************* who is an Executive ****** from IHG. I have attached screenshots of the email. As explained to ************,  I knew a refund was unlikely, and I understood that. However, my main issue was how I was treated and talked down to. 

   

  This is also what my main issue was in all my phone calls and emails that I had sent to IHG. Would a refund have been nice, yes. However, talking to any guest in any type if belitting manner is inexcusable. As I had informed multiple representatives and ************, also in my email to the CEO, the manager I spoke with had already made a decision prior to calling and actually speaking to me. She keeps quoting even now how I could have notified them Friday the 16th, when I believe I made the reservation on the 16th as well. I had a very small window that I acknowledge I could have attempted to call during all fighting and speaking with police. The room was for 1 night, not a whole weekend. And if it was still available for booking Friday for that saturday, and the room was scheduled for the 17th (which was that saturday), then it is unlikely they would have had someone else purchase that room even if i had called in the policy's timeline. Especially for that price. I understand they are a business, and they have policies and procedures, I've been in customer service for over 10 years. I get it. Yet, not once have I ever, my managers ever, or any of the businesses I've worked for would argue with a customer when they call you put for being rude and raise their voice and have an attitude with them. 

   

  I honestly was already over and done with for this situation after speaking to ************. This response just helped solidified again my desire never to use IHG again, which is sad cause I travel alot to visit family and my partner. I have since choosen on 3 separate occasions, since this original incident, more costly hotels then IHG just because I didn't want to use the company anymore. 

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