Complaints

This profile includes complaints for InterContinental Hotels Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  InterContinental Hotels Group

  3 Ravinia Dr Ste 100 Atlanta, GA 30346-2121

• 

  InterContinental Hotels Group

  P. O. Box 30321 Salt Lake City, UT 84130

• 

  InterContinental Hotels Group

  PO Box 200306 Cartersville, GA 30120-9006

• 

  InterContinental Hotels Group

  1351 Dogwood Dr SW Conyers, GA 30012-5127

• 

  InterContinental Hotels Group

  1255 Roberts Blvd NW Ste 110 Kennesaw, GA 30144-3694

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a reservation for my girlfriend's elderly father, aged 81, to stay at a hotel across the street. We paid $396 for the reservation. He cannot walk well, so having the booking right across the street is the only reasonable accommodation for him as he cannot walk or take the subway well. The day of check in, April 2, 2025, the hotel calls to inform us that they are overbooked and they want to move him to a hotel which is a 30 minute walk or 20 minute drive away. When I went to speak to the hotel manager, Guy ***********, he informed he that he would not provide a room in the hotel we had booked. He told me that, despite taking a reservation for the hotel, the hotel had been booked for 5 days. Despite apparently knowing of this overbooking he or his general manager, ****** ******, could not bother to inform us of this until hours before check in. I informed Mr. *********** and Mr. ****** of my father-in-law's disability, and we specifically reserved a mobility-accessible room, but they refused to accommodate him.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite writing to this corporation many times, they continue to violate my privacy by including sensitive personal information in email communications. There is no option to opt out of these communications.

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked in to this hotel on 3/18 and checked out around 4:10 am on 3/24 and received my paper receipt to file an expense report with my company ***. I had to leave my suitcase due to being over weight capacity for my flight. I got a phone call and voicemail the following day asking about the suitcase and if I wished to extend my stay or check out. I didnt answer until I saw my card get 2 more charges which led me to go on the *** app and check out for the second time despite already having done so. I called to dispute this and couldnt get a manager on the phone. I eventually got the managers email and they wouldnt respond to the multiple emails I sent. So I made a case on the *** app to dispute this and when they finally got back to me they said the manager already spoke to me claiming that leaving the suitcase is grounds to charge me for more nights. That isnt even their policy and it was a flat out lie. IHG sided with the hotel just off that alone and ignored all of my receipts and screenshots of unanswered emails and phone calls. Now I have $292.39 dollars of my money taken without my knowledge or permission. Im disputing this charge on 3/31 when my bank is open. I just want my money back I could care less if something happens to these people I cannot believe this is even happening.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are here in Atlanta Georgia for the big south volleyball tournament and were forced to book hotel through the *** (stay to play). We were booked with this hotel and arrived Thursday. Friday morning, everyone woke up to no hot water for showers. Its now day two of tournament and STILL no hot water with entire youth volleyball teams playing several games each day. Hotel has told us nothing and wont respond to calls, corporate said someone should be working on it but nobody is here working on anything. Front desk said it was an inconvenience to which I responded, No. LOUD hallways are inconvenient, hot water is literally a hotel service. They have water and power just arent doing anything to fix this and we have hundreds of players here unable to shower without risking hypothermia. This is wrong on so many levels. We are forced by the tournament to stay here. This place is an absolute dump. No communication from management or corporate about status. This cannot be legal, these kids need showers. Help!!

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a formal complaint against IHG ******************************** (Holiday Inn Express) regarding miscommunication, and the refusal to resolve a billing issue I encountered during my international trip. Prior to my departure from ******* to *************** on March 22, 2025, I reserved and fully prepaid two separate stays at a Holiday Inn Express in ****** through ***. I specifically requested a room for 3 adults and pd accordingly.When I arrived at the hotel, I was told the room was for 2 adults and 1 child aged *****. This was never disclosed to me at the time of booking. The hotel staff then refused to honor my reservation and forced me to pay for another room, costing me over $400 more. I requested to speak with a manager, and I was told that the person I was speaking to was the manager. She was extremely rude, advising me to call *** directly. When I requested assistance in contacting ***, she simply gave me the Wi-Fi code and directed me to handle it myself. I immediately contacted ***, who assured me they would investigate and respond within 48 hours. They failed to follow up, forcing me to call back multiple times. Each time I called, I was transferred to a new agent, requiring me to re-explain the situation repeatedly. While the agents were apologetic, they claimed that the issue was the hotels responsibility and that *** could not process a refund. Conversely, the hotel insisted it was **** responsibility. This finger-pointing and lack of accountability not only ruined my vacation experience but left me financially burdened by an additional cost I should not have had to pay. The reservation agent or system should have been aware of the occupancy policy for the hotel before processing my reservation.I am requesting a full refund of the additional charges (over $400) for the extra room I was forced to book due to misinformation and poor customer service by both IHG and the ********************** Express hotel. *** should have given my money back from rhe initial booking.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at **** on 3/20, the staff was very friendly at arrival. Got to my room (room 2346). Once in there my daughter tried to take a shower, the water was ice cold. Ran it for 10+ minutes still ice cold so I text the number for the staff member at the hotel and let them know, they sent someone up to look at it. He comes in, turns on the sink and runs it for a while then turns on the shower and tells me its getting warm now. Then he says Ill probably need to run the sink for the water to get hot. We had to do this our entire stay, this held us up on a few of our reservations because taking showers was such a hassle and took forever, we were never offered a new room or anything just told to let the sink run for a while first, it would take 10+ mins to get the water hot and had to go from turning on sink and shower back and forward until it would work our entire stay. Also the room was freezing cold at night would drop down to like 64 in the room, if I turned the heat on and set it at 70 it would heat to 70 but then after that turn On and shut back off within 60 seconds of turning on over and over all night. On Saturday night during my stay we were sitting in the lobby/bar area. A drunk or mentally ill woman got into the hotel and threw her luggage from the floors above us nearly hitting us yelling call the police there are chemicals in there I grabbed my daughter and moved away. I felt very unsafe, the security guards went and found her and escorted her out of the hotel. Just for what I paid I felt like my experience wasnt what it should have been. My deposit is also still being held the charge is still showing pending on my card and Im needing to know how long it takes to drop off. Ive checked out on 3/23 and it is now 3/28 and my $200 is still being held and the transaction still shows as pending on my account. I never file complaints but for what I was charged there is no way I should have dealt with those types of issues during my stay.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 27th of January of 2024 I checked into the Even hotel and at approximately 2am in the morning I found I was covered in and bitten by bedbugs. I talked to the staff who assured me that I would be compensated for my stay and moved me right away to a different room, but to no avail.Unfortunately, I also believe these pests have followed me home as I am still receiving bites. I was looking only for resources to have my apartment sprayed and am looking for a refund for the room.I have tried resolving this with ***** ( ************************************** and have been met with silence over and over again. Please help intervene in this ************ claim number is #*********

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03-20-2025 ****** was charged to personal card The reservation service stated my personal card was for holding room and not to be charged.Both my company and my personal card were charged for the room.The employs at the hotel are not liable. It is the reservation line I called, I attempted to resolve my issue today but the lady who charged my card answers and states she cannot hear me or puts me on mute.************** is the phone # to the reservation line.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon checking in on March 16th at 2:30 am at the Holiday Inn Express location in ****, HI under Reservation #********, due to delays at the airport. I was informed that I would be charged twice because the hotels policy was to charge no-shows after 2 am the full price of the room and that now I would be completing another reservation because she had already cleared the previous reservations. At that point I proceed to get clarification and contest the charge given both the policy listed on the app and confirmation email states that the charge would be implemented to the card meant to guarantee the room, which makes sense. But to be charged double made no sense and is not listed on the policy. As I continued to point this out, the night auditor, in a threatening statement then said she didnt have to honor the reservation if she didnt want to. Despite policy both in the app and email confirmation stating this is only to occur if a no show doesnt appear by check out time on the first night of the stay. I asked her to reclarify that last statement due to the insinuated threat of leaving us without a room at 2:30 am and she confirmed her statement. She then made it seem like she recovered the reservation but then conveniently already had the keycard ready and no paperwork to sign. She then said the double charge would still be listed because although shes the one that implemented she couldnt remove it, that only the manager who wouldnt be back till Monday could do it. I did inform her I would contact Corporate Support given the issue and its non-alignment to the listed policy, as it doesnt list an exact time. I have requested twice from management an explanation to the inconsistent policy that resulted in the duplication charge that don't align with the policy posted, but I haven't received a response with an explanation to the customer service received.

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in the Holiday Inn-***************** on March 12th 2025. I am writing to formally express my frustration and disappointment regarding my recent stay at your holiday inn location. As a frequent travel and loyal guest of *** brand, I have always appreciated the quality and cleanliness that the brand represents. However my experience at this hotel was completely unacceptable and far below the standards expected for *** properties. Upon me checking into my room on March 12th, I did not immediately notice any major issues. I left straight to dinner. Upon my return late that evening, I only had the light of the television on, so I did not notice any issues. The following morning however, I became aware of a strong sewage odor and discovered that the carpet at the entrance of the bathroom had dried sewage stains. See photo attached. I sent an email to the hotel manager and he never responded. I request an immediate review of the conditions at this location & a full refund for my stay. Additionally, I strongly urge you take corrective actions to ensure no other guest is subject to such an unacceptable and unsanitary experience.