This business is not BBB accredited.

InterContinental Hotels Group

Find a Location

Phone: (800) 621-0555 View Additional Phone Numbers PO Box 30321, Salt Lake City, UT 84130 View Additional Email Addresses http://www.ichotelsgroup.com/ihg/hotels/us/en/reservation


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for InterContinental Hotels Group include:

  • Failure to respond to 26 complaint(s) filed against business
  • 14 complaint(s) filed against business that were not resolved
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

313 complaints closed with BBB in last 3 years | 124 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 44
Billing/Collection Issues 63
Delivery Issues 2
Guarantee/Warranty Issues 12
Problems with Product/Service 192
Total Closed Complaints 313

Customer Reviews Summary Read customer reviews

0 Customer Reviews on InterContinental Hotels Group
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 20, 2004 Business started: 01/20/1987 Business started locally: 01/20/1987 Business incorporated 01/20/1987 in GA
Type of Entity

Corporation

Business Management
Mr. Damon Kershaw, Operations Manager for IHG Guest Relations/Customer Care Kim Worthen, Team Manager
Contact Information
Principal: Mr. Damon Kershaw, Operations Manager for IHG Guest Relations/Customer Care
Business Category

Hotels Motels Timeshare Resale and Rental Marketing Clubs

Alternate Business Names
Bass Hotels And Resorts Inc Guest Relations Holiday Hospitality Holiday Inn Worldwide IHG Priority Club Priority Club Rewards Six Continent Hotels

Additional Locations

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    PO Box 30320

    Salt Lake City, UT 84130 (800) 272-9273

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    PO Box 30321

    Salt Lake City, UT 84130 (800) 621-0555 (888) 211-9874

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    200 Simmons Dr

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    216 Hartshorn Ct

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    2308 Montgomery Dr W

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 7th 2016 I checked into room #707 at the Ocean front Miami Beach Holiday Inn at 4333 Collins Avenue. I am very disappointed in this hotel and in the manner that they handle their business. I booked this hotel online and my money was not refundable. When I arrived at the hotel I was then informed that there was also a $36.00 a day charge for valet parking. Why wasn't this told to me in advance before I booked the hotel? No one on the phone told me of these fees and I did not see that on the website when I was booking my room. Now I know to look for this hotel trick in the future but that does not resolve my issue for this occurrence. I would have gone to another hotel but how could I on such short notice and after already arriving. On top of that I am very annoyed that this Holiday Inn allows a questionable grade of people in this hotel. On my first night there there were a myriad of people partying and loitering in the hallways disturbing the others in the hotel. How many people does the hotel allow in a room? Also, there was no room service. On several nights I returned to my room and had no cleaning service done. I had to go down to the front desk to ask them for room cleaning service. This was a horrible experience and I will never return to this hotel or any hotel operated by this company.

Desired Settlement: I want my $250.00 back for the parking I was forced to pay for and I want satisfaction from the horrible service and poor stay experience I had. It may be a good idea to be a little bit more discriminating on who you allow rooms to. I felt like me and my family's safety were at risk. It was not at all a comfortable and relaxing stay.

Business Response: Dear Mr. *******,

Thank you for contacting IHG regarding the Holiday Inn Miami Beach - Oceanfront. I appreciate the opportunity to assist.  

I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly via email within 48 hours to discuss your concern and also to report back to my office with their findings. 

Thank you for your patience.

Regards,

Brenda J******      
IHG Case Manager 
Phone - 1-800-621-0555
Fax: 801-975-1846
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Business Response:

We received the following message from the business regarding this complaint: 

 

Dear Mr. *******,

Thank you for your recent email regarding your stay at the Holiday Inn Miami Beach - Oceanfront. I appreciate the opportunity to further address your concerns.

I have checked the hotels webpage, as the reservation was booked via the website not by the hotel or Central Reservation Office. It clearly states the parking charge right on the first page. Parking charge is valid. There are no hidden charges. 

However, I did forward your complaint to the hotel. I received a copy of the email sent to you from the General Manager. It states as a goodwill gesture they are willing to work with you and invited you to call them if you were interested. Their phone number is 305 532 3311. Your comments are documented with reference #*********.

Once again, I appreciate you taking the time to share your comments with us. We know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs. 

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - 1-800-621-0555
Fax: 801-975-1846
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

 

 

Brenda J****** | Correspondence Specialist  

Executive Office|IHG® |Customer Care
PO Box 30321 Salt Lake City, Utah 84130 USA
http://www.ihg.com| **********************

Consumer Response:
Complaint: ********

I am rejecting this response because:  The hotel is practicing fraud.  Holiday Inn is very well aware of what they are doing.  If they are not trying to hide the parking fees then why don't they CLEARLY put this in the BOOKING ROOM part?  When you go to book your room it provides the nightly rate and states that once booked your reservation is not refundable.  If a person scrolls all the way down to the bottom of the page on the main page then they can find in MUCH SMALLER print the parking fees hidden in a place WHERE NO ONE IS GOING TO THINK TO LOOK!  We EXPECT THOSE FEES TO BE IN THE SAME SIZE LETTERS AND NUMBERS AS THE HOTEL FEE WHEN WE BOOK THE ROOM.  Now since the person who responded to my complaint is making insinuations.  I NEVER SAID I BOOKED MY ROOM OVER THE PHONE!  I said I spoke to someone at the hotel PRIOR to my booking online to ask questions and to confirm that the nightly rate was correct.  They said yes, it was!  Not until after that I arrived at the hotel and that is when they dropped the $36.00 a night BOMB on us for parking!  I am not asking for a settlement I want my entire $180.00 back that I paid for from this HDDEN FEE parking.  If IHG and Holiday Inn want us to believe they are not trying to make us MISS the parking fees then put the fees in BIG BOLD letters like you do the room rate and everything else you put in there to CATCH OUR EYE!  Look!  I don't know who you are but do you think we are all 10 year olds that cannot see through your marketing tricks and your duplicitous, surreptitious tactics?  We all know the corporate way and the corporate way is to devise ways to swindle the customer and to make the theft appear legitimate by hiding it behind the phrase "Company Policy" or by hiding it in small print in a place buried under a sea of website verbosity where no one would never think to even look.  Now I know this tactic and WILL BE SURE on all my future bookings with any and all hotels to get out my binoculars and search through the sea of verbage to find the hidden easter eggs they hide in their websites.

Sincerely,

****** *******

9/16/2016 Problems with Product/Service
8/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a reservation online with a club member I have with IHG for a stay at holiday in express in Nashua NH. Normally when I make my reservation I don't have to pay until the day I I am checking in. Please note that this is for the first time I am making reservation using my rewards points. I didn't read anywhere that they would not refund me my money if I cancel. When I realized that they charged my account right away I went back online and cancelled my reservation. The only see I saw was fee may apply but nothing said that I was not getting my money back. When I called customer service I was bouncing around before I told the last lady that I was going right to the point because they keep transferring me. When I spoke to her she said that there is no way I will get the money back. When I click on the option I chose it was a refundable one that is why I picked that option and now she is telling me that the sale is final. The only hotel I stay in is the holiday inn express unless I travel and there is not one holiday inn where I travel to and is this the treatment I get?

Desired Settlement: I need my $133 dollars back they can keep all there points even the one I earn while traveling but I need my money back. I paid in cask I need my refund in the form of purchase.

Business Response:
Dear Ms. *******,


Thank you for contacting IHG regarding the Holiday Inn Nashua. I appreciate the opportunity to assist.  


I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly via email within 48 hours to discuss your concern and also to report back to my office with their findings. Your comments are documented with reference #*********.


Thank you for your patience.


Kind regards, 


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Complaint: ********

I am rejecting this response because: this response doesn't tell me anything. I am not satisfied

Sincerely,

******* *******

Business Response: Dear Ms. *******,

Greetings from IHG Guest Relations. 

The hotel has advised they have tried to call you but have been unsuccessful. They did leave a message inviting you to call them at your convenience and speak with Pam, Assistant General Manager. 

As each property is individually owned and operated, IHG does not have access to the hotel's billing information.  As previously advised I have forwarded your concern to the hotel management for resolution. They have reported they do not show any charge to your credit card. Unfortunately, we are unable to assist with this billing concern. Therefore, we recommend contacting your bank or Credit Card Company directly.

Unfortunately, our office is unable to assist you with this billing concern. If you wish to further discuss this you may contact the Assistant General Manager directly, as previously instructed.

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

8/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is **. ******* ****** and my family and I stayed at the Montparnasse Paris Gare hotel from August 8th-August 11th.The guest names were ******* *******, ********** *******, ******* *******, and myself. I wanted to inform of you of the deplorable manner in which we were treated during our stay. The first issue occurred when we checked in. The front guest staff person (a female, I did not catch her name) was extremely rude and short with my mother in law. We thought that perhaps she was just having a bad day so we decided to leave the issue alone. We then went up to our rooms. My mother in law and brother in law were given a room that smelled of mildew and my room had wet carpets. My mother in law asked to have her room changed, which the front desk accommodated. My fiancé and I decided to keep our room because we had too much luggage; however, we noticed the chair in the room was badly degraded, we had flies in our room, and it smelled old and moldy. Up until our last day at your establishment we were fine with the accomodations as we were rarely in the room because we were out site seeing in Paris each day. We left our room on August 10th to see the Louvre and the Eiffel Tower. We returned to our room at approximately 11pm to find the front door of the hotel locked. There was a sign above a buzzer that asked us to use our key card and buzz ourselves in. This buzzer was not working and my family and I stood out in the cold for approximately 20-30 minutes before the front desk clerk let us in. During this time there was absolutely no one at the front desk or in the lobby that could hear our consistent knocking on the door to be allowed in. When we were finally let in we expressed our concern to the front desk clerk, Ali and he literally yelled at us that we were supposed to buzz in. We told him that the buzzer was not working and he screamed "he was the only person working tonight and he can't help us." I told him that he should not be speaking to paying guest in that manner and he shrugged his shoulders and walked away. I am extremely upset with the way we were treated and my fiancé caught a cold from standing outside the hotel for such a long time. This encounter along with the constant refusal to supply basic necessities, attitude of the front desk personnel, and condition of our room ruined our trip to Paris and left a terrible impression of the Holiday Inn in our minds. I am sure Holiday Inn does not stand for customers being treated in such manner. I would like to discuss these issues with you at your earliest convenience. Also, I have recorded the incident with the door being locked and the buzzer not working. I would be happy to provide it to you at your request.

Desired Settlement: I would like a partial or full refund or credit.

Business Response:
Dear **. ******,


Thank you for your most recent contact to Guest Relations regarding the Holiday Inn Paris - Gare Montparnasse. I appreciate the opportunity to assist you.

 
Regrettably, I do not have access to your reservation details, they are maintained by the third party Expedia. I would like to address your concerns with the utmost respect. In order for me to move forward, I request you provide my office with a copy of the folio of your stay. Please forward to hi-guestrelations@ihg.com also be sure you have reference #********* attached to it. 

 
Once again, I appreciate your taking the time to contact us. I look forward to receiving your information and being of further assistance. 


Kind regards, 


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:

 
Complaint: ********

I am rejecting this response because: I emailed the guest relations email address that I was given in the companies previous response; however, I have not received any response from anyone in almost 3 days. I have attached the email that I sent to the company along with the information requested.

 

The original booking for the Holiday Inn Paris Gare Montparnasse was made on Orbitz and the booking numbers were (Itin# *************) and (Itin# *************). I would appreciate it if someone would respond to my email as soon as possible. Thank you!

Sincerely,

******* ******

Business Response:
Hi **. *******,

I have responded via your personal email. 

Brenda 

8/25/2016 Problems with Product/Service
8/23/2016 Problems with Product/Service
8/23/2016 Billing/Collection Issues
8/20/2016 Problems with Product/Service
8/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Holiday Inn reservation number on 6/30/2016. I called to book reservations for a stay in Anaheim. At the time of the booking I had the phone representative look at several reservations. After hearing the cost of the reservations after telling the representative to look at several hotels. I changed my mind and told her to cancel everything. I thought the reservation was cancelled until I received a survey in my email on August 7th thanking me for my stay. I then call there 800 number and told them that they charged my card and I wanted a refund because I had cancelled the reservation. They charged my card 178.90. I want my money refunded. I have talked to the hotel the manager Annabelle, I talked to Louis, I talked to Anna. Annabelle told me that since the reservation was made through the 1800 number and not through the hotel that the 1800 number needs to issue the refund. Kent F** Operations Manger Assistant told me that due to internal issue they would not refund my money. He would not tell me what internal issues, I asked him to produce the recording of the phone call he said he could not do that. I said so what is this, you have no proof that I did not cancel they call. He said that he suggests that I keep cancellation numbers for 90 days. I told him I was never given a cancellation number. I said where is your proof that I didn't cancel the reservation. He could not answer that question. He said that everything was internal. I TOLD KENT THAT I AM A MILITARY SPOUSE. I RECEIVED THERE INFORMATION FORM MWR MIRAMAR MILITARY BASE SAN DIEGO. I WILL BE REPORTING THIS TO THE MILITARY REPRESENTATIVE FOR MWR THAT WORKS WITH HOLIDAY INN. I AM APPALLED AT HOW THIS ISSUE HAS BEEN HANDLED. HOLIDAY INN IS BASICALLY TRYING TO STEAL 178.00 DOLLARS FROM ME FOR A RESERVATION THAT I CANCELLED. ONCE AGAIN KENT F** COULD NOT GIVE ME ANY PROOF THAT I DID NOT CANCEL MY RESERVATION. I CANCELLED MY RESERVATION WITH THE PHONE REP. SHE SHOULD HAVE NOT CHARGED MY CARD. MY CARD SHOULD HAVE NOT BEEN CHARGED IHG IS STEALING MONEY FROM ME. THE HOTEL THAT IS INVOLVED IS HOLIDAY INN ANAHEIM ON WALNUT ST. IN ANAHEIM CA

Business Response: Dear Ms. *****,

I have received your most recent contact regarding the Holiday Inn Hotel and Suites Anaheim (1 Blk/Disneyland). Your comments are greatly appreciated, since they give us the opportunity to uphold our standards and to ensure that we provide the same high quality of service to all our guests.

I have reviewed the multiple notes and contacts regarding this situation. I feel that your concerns were fully addressed in our prior contacts with you. I double-checked our records and do not show that your reservation was cancelled. The reason why you were billed was due to the hotel having held a room vacant, all night, in anticipation of your arrival. We recommend, to avoid a similar situation in the future, you obtain and keep your cancellation number for 30 days after the date of your reservation. This is considered your proof of cancellation.

I understand that this is not the response you were hoping for.  However based on the above we are unable to meet with your request for reimbursement. I have forwarded your additional comments to Kent, Operations Managers Assistant. Please rest assured that we value you as a customer and look forward to being of service to you in the near future.

Once again, thank you for contacting Guest Relations. I truly hope to be able to welcome you back to rectify any negative perception you may have of our hotels.

Kind regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:

I am rejecting this response. As a consumer I would like to see your proof that I did not cancel the reservation. I DID NOT RECEIVE A CANCELLATION NOTICE FROM YOUR COMPANY. Where is the recorded call with myself and the phone rep. WHERE IS IT???? WHY CANT YOU PRODUCE THAT? I CANCELLED THIS RESERVATION AND I WANT A REFUND. YOU CANNOT VALIDATE THAT YOUR REPRENSENTATIVE DID THERE JOB. 

 

THE REPRESENTATIVE TOLD ME THEY CANCELLED IT, I BELIEVED HER. SHE DID NOT CANCEL THE RESERVATION, SHE DID NOT DO HER JOB I WANT MY MONEY. 

 

I WANT TO HER THE RECORDING OF THE PHONE CALL THAT I HAD WITH YOUR REPRESENTATIVE. THAT WILL PROVE THAT I CANCELLED THE RESERVATION. PRODUCE THE RECORDED CALL. THAT WILL PROVE EVERYTHING. OTHERWISE YOU ARE STEALING MONEY FROM ME. I DID NOT RECEIVE AND EMAIL THE REPRESENTATIVE DID NOT SEND ME AN EMAIL BECAUSE THE REPRESENTATIVE DID NOT CANCEL THE RESERVATION.

I WILL ALSO BE CONTACTING RICHARD S******'S OFFICE ABOUT THIS ISSUE. I WANT MY REFUND. YOU ARE STEALING 178.00 DOLLARS FROM ME.

 

 


Complaint: ********

I am rejecting this response because:

Sincerely,

*** ***** *****

8/5/2016 Advertising/Sales Issues
8/5/2016 Problems with Product/Service
8/5/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an email to the email address ******************* reflecting that, to date, I had earned 1,008 points. Beneath that information, it stated that I had one qualifying night to use at a Holiday Inn Express. Nowhere in the email I received did it indicate that in order to redeem such benefits, I would have to book a 10 night stay. The Customer Service Representative stated in order to receive a complimentary night stay, a customer would have to accumulate approximately 10,000 points (which equates to a 10 night stay). The e-mail advertisement I received is extremely misleading, and exemplifies false advertising. I am extremely disappointed with the lack of initiative the customer service representative demonstrated in ensuring that a solution to this would be reached. I would like a detailed explanation as to how InterContinental Hotels Group can mislead their customers in such a fashion. Thank you, Mr & Mrs ****** ******

Desired Settlement: I would also like to be contacted by a representative from the company explaining how they will rectify such false advertisement going forward.

Business Response:
Dear Mr. ******,

Thank you for contacting IHG Rewards Club regarding your wife's account. I appreciate the opportunity to assist you. 

I am sorry for any misunderstanding regarding the mechanics of the IHG Rewards Club program. I urge you to familiarize yourself with the terms and conditions of the program, this will answer all of your questions. You can find the Terms and Conditions at the following link: http://www.ihg.com/hotels/us/en/global/customer_care/member-tc. 

Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Club membership. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

8/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a spire elite member. I have requested Hertz five star status upgrade through the IHG website (This is listed as "benefit" to be a spire member) back in May but so far nothing has changed in my Hertz account. I have contacted both IHG and Hertz through on-line chat and emails and the agents from both ends mentioned they cannot solve the issue. I have been told to wait for THREE times and now it is already July. I feel it is a bit ridiculous and I thought it should be an easy process and should be taken care of by IHG as it is listed as a benefit for Spire Elite members. I suggest IHG to remove it as a benefit if it simply cannot work or IHG should stop their cooperation with Hertz by switching to somebody else with better costumer care. I have all the emails with IHG agents if you want to see any records.

Business Response:
Dear Mr. ****,


Thank you for contacting IHG Rewards Club regarding your account. I appreciate the opportunity to assist you. 


I have contacted the senior staff for IHG Rewards Club and I spoke with LaLaine. She has advised she will contact Hertz again on your behalf and be in direct contact with you within 3 days. Your comments are documented with reference #*********.


Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Spire Elite Membership. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.


Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Complaint: ********

I am rejecting this response because: They did provide me an update on July 29th. However, the " update" was simply "please wait to August 12th". This is just more ridiculous. 

Sincerely,

** ****

Business Response:
Dear Mr. ****,

I am sorry for your dissatisfaction. I wish there was more that we could do. 

As you have been previously advised your concerns are directly with Hertz, we do not have access to their systems. You need to work directly with them. We have as a courtesy to you contacted them on your behalf, however, we can only wait for their action as well. 

Your comments were forwarded to IHG Rewards Club Senior Staff and they will continue to monitor this concern. Your comments are documented with reference #*********.

Thank you for your patience. Your patronage and IHG Rewards Spire Elite Membership is valued. 

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

8/3/2016 Billing/Collection Issues
7/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stayed at a Holiday Inn on July 7-10, 2016 in Akron, Ohio for my son's baseball tourney. First off, there was no air conditioning in any of the hallways or lobbies. The entire building reeked of cigarette smoke. The floors were so sticky that my shoes were sticking to them. After checking in and giving the front desk clerk my credit card to check in I was given our room keys and was told to park in the back of the building. After parking and unloading all of my car we discovered that our room keys would not work to get in the back door. We then had to pack everything back into the car and go back to the front desk. She told us that our keys should work and to go try them again. I politely ask for new keys. She finally found a new box of keys and programmed 2 new ones. When we finally got into our room it smelled even worse than the rest of the building. There was candy wrappers in front of our TV, trash in the trashcan, and food left for I don't know how many days in the refrigerator. But even worse, dirty clothes laying right out in the open. When I went back down to the front desk I was told that housekeeping would be right up to check the room. But guess what.......they never showed up. Anyway, now to the billing issue. I gave my credit card at check in for the funds to be held. During checkout on Sunday I told the clerk that I would like to pay for the room on my debit card. She swiped my debit card and said that the room charges and taxes totaling 414.87 would now be charged to my debit card and not the credit card. So I finished checking out and headed home, which is over 6 hours away. I stop half way home to get gas and my debit card will not work. The hotel charged my card 3 different charges totaling 1264.61. I called my bank on Monday morning to dispute the charges. I was told to call the hotel and have them release the hold for the 2 outstanding charges. I called the hotel and all the clerk ask for was my banks telephone number and told me that it was their mistake. I ended up calling IHG customer service complaint center and they opened a case and told me that the hotel had 48 hours to contact me, which they did not. I called IHG back and sat on hold for 48 minutes just for them to transfer me to the hotel and have the clerk tell me that the manager was not in. I called IHG again and ask to speak with a manager. I finally felt like I was getting somewhere. The manager told me that he would fix the problem and would call me back the next morning by 10am. But guess what......no phone call. Finally, 2 days later, I received a phone call from the manager of the hotel. And of coarse she is stating that it is a problem at my bank and that I need to contact them. They would never over charge a guest and then not call them back for 5 days. This has got to be the absolute worst customer service ever!!!!!! I will do everything in my power to make sure that EVERYONE knows that your customer service to non-existent. I stay in a lot of hotels during the year and I will NEVER stay in any of your hotels ever again.

Business Response:
Dear Ms. ****,

I have received your comments regarding your experience with the Holiday Inn Akron West - Fairlawn. I am sorry to hear of the overall dissatisfaction of your stay. I completely understand your disappointment and inconvenience this situation may have caused you.

As each property is individually owned and operated, IHG does not have access to the hotel's billing information. Unfortunately, we are unable to investigate and resolve this billing concern. We have been advised by Bianca, Manager on Duty at the hotel, they only see one charge of $414.87 processed through their system on 07/10/16 with your MC ending in ****. Therefore, we recommend contacting your bank or credit card company directly for further assistance.

I have read through your previous contacts and I see you have accepted a check for $166.00 as compensation for the service quality issues you reported. Your comments are documented with reference #*********.
 
Once again, thank you for taking the time to contact us. We value you as our guest and hope you will continue to choose IHG for your future travel needs.

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

7/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted this business on 6/1/16 to reserve 2 hotel rooms for 7/16/16. I was told by this representative that I had 24 hours to confirm and no credit card was needed at this time. I called back on 7/2/16 to the number that was listed on my confirmation which was the hotels front desk to confirm. The desk clerk told me yes my reservations are confirmed and no credit card was needed since we were paying cash. We were in San Diego for our daughters soccer tournament. After her first game we went to check in at staybridge at 2pm. The front desk clerk named Isaac checked for our reservations and stated that ICG had cancelled the reservation on 7/2/16 and they had no availability for us. I then spoke to the manager slides Aquino who apologized for the inconvenience and if any rooms should become available he would call me. I then called IHG and spoke to customer relations Jorge and he stated he would try and find a location to accommodate me. He also stated the neither IHG or the hotel would take responsibility since there was no credit card on file. He called different hotels and they were all booked or were too expensive and would not accept my government rate. After being on hold for 1hour of and on with him he hung up. I tried to call him back but the representative that answered stated he didn't know who he was. So I gave up and had to find a hotel that was available and had to pay 4times more which was extremely out of my budget. The employees were exceptionally helpful and tried to accommodate us as much as they could at Staybridge and would have love to stay there my complaint is not with the hotel itself only with IHG and the employee I spoke to on 7/2/16 at Staybridge. My daughter could not rest in between her games and we're we very frustrated due to this big inconvenience that this caused us.

Desired Settlement: I would like to be accommodated in any kind of way the hotel feasible.

Business Response: Dear Ms. *******,

I have received your comments regarding your 24 hour hold reservation at the StayBridge Suites Carlsbad. I appreciate the opportunity to address your concerns. 

As you mentioned your reservation was booked with a 24 hold awaiting a credit card to be confirmed. As you were advised you had 24 hours to call back with a valid credit card to confirm the reservation and rate you agreed on. If a credit card is not attached to the reservation within 24 hours it auto cancels and the room you were holding is released and put back into inventory. 

I am sorry you misunderstood the terms of a 24 hour hold. After further review I cannot determine an Agent error as a credit card is always required when confirming a reservation. 

I understand that this is not the response you were hoping for. However based on the above we are unable to meet with your request for reimbursement. Please rest assured that we value you as a customer and IHG Rewards Club member. We look forward to being of service to you in the near future.

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:

i did call to confirm and asked the desk clerk at the hotel twice don't I need to have a credit card on file she told me no.  I don't understand how you can say it's not her fault.  I did call to confirm before the 24 hhours.   I do not agree with your response and will  make sure I let all my friends family and co workers know how you conduct your business.

: ********

I am rejecting this response because:

Sincerely,

****** *******

Business Response: Dear Ms. *******,


Thank you for contacting IHG regarding the StayBridge Suites Carlsbad. I appreciate the opportunity to further assist.  

I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly via email within 48 hours to discuss your concern. Your comments are documented with reference #*********.
 
Thank you for your patience.

Regards,


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

7/23/2016 Billing/Collection Issues
7/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the past I contacted IHG Customer Service, Guest Relations, Corporate Office and the Houston,Texas Hotel for assistance with an issue that transpired primarily with my mom and I have not had much success since March 12, 2016. I then reached out to one of the Operations Managers since Dax D**** was not responding to me and finally on June 16, 2016, he responded that he would be depositing some points into one of our accounts. I must state that the little communication that we had was disappointing, false, and unprofessional. As of today June 21, 2016 those points have not been deposited.

Desired Settlement: I would like a follow-up from the corporate office and the points promised credited to the account(s).

Business Response: Dear Mr. ******,

Thank you for contacting IHG regarding your experience with the Holiday Inn Express and Suites Houston. We greatly appreciate you taking the time to bring this matter to our attention and apologize for any confusion surrounding this hotel's pet policy.  
 
Many IHG properties are franchised, independently owned and operated. In this case, the hotel management and ownership determine their own pet policy, often times in compliance with local ordinances. IHG is not involved in the development of this individual hotel policy.

I have reviewed the many notes regarding your concerns, at no time has there been any indication of compensation of reward points. In fact the contrary is what has been documented. As previously requested please provide any documentation advising otherwise. 
 
I have forwarded your comments to the General Manager and ownership of this hotel for review. If you would like to discuss this matter further or require any further information, please contact the hotel directly. The telephone number for the hotel is ###-###-####.
 
Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Gold Elite Member. I hope you will continue to choose IHG for your future travel needs.
 
Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:
BBB, please refer to fax submitted on 07/22/2016. 
Sincerely,

* ******

7/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Being staying at Candlewood Suites Inn for over 2 months. Debit card policy from hotel states that a 10 business payment 'hold' may/could appear on bank statement, which is perfectly understandable. The main problem is that they don't only 'hold' the payment amount but twice its value (for example, if one week stay is valued at $400 then they hold $800). Not only that, but once the week is paid (posted in the bank as paid) the hold STILL REMAINS pending for several days. This has been worked out between me and Hotel Manager/Staff, who I must say are amazingly wonderful, professional and understanding to the point that is THE main reason for me to continue my stay here. Nevertheless, and to avoid any further implications, the second month of stay we all decided to PAY IN ADVANCE A WHOLE MONTH, meaning I was ready/prepared to pay in FULL from day 1 of my second month (month of June) $1,600. Still, IHG billing system (not the hotel staff) would AGAIN charge me per WEEK. Moreover, their own policy would not be held as they would, sometimes, charge me randomly just the $400 a week + tax one week, then two weeks later would charge and hold twice that amount AND on different days: sometimes Wednesday of each week, sometimes Thursday, sometimes Friday. Once again, Hotel Manager and myself would have to call my bank and RELEASE the pending/hold on my bank account since the hotel already had posted their payment. Due to the above, then, we decided a third different approach: I would, then, pay IN ADVANCE every week on Sundays. This way I would PAY in FULL each week, no HOLD other than that week's payment while been processed, and any incidentals/taxes/etc I would then have to pay of course. Still did not work - you can see attached screenshot of bank statement where they have PROCESSED advanced weekly pay (7-18-2016 for the amount of $314) yet the SAME EXACT AMOUNT IS STILL PENDING PLUS TAXES ($314 + $45.75 from 7-12 and 7-14-2016). IF this is already been paid in FULL, why the HOLD still? This, to me, seems confusing, bad practice and abusive, not to mention completely disregarding the fact that I've been staying here for 2 months and have paid ON TIME without ANY COMPLAINTS, UNPAID BALANCES OR DAMAGES TO HOTEL PROPERTY. It really makes my weekly budgeting a nightmare since you can't ever be certain how, when and how much will you be charged for a week, even when you pay in FULL, no CREDIT (CASH from bank account).

Desired Settlement: I want IHG to DISCONTINUE this irregular collection practice and allow me to PAY in FULL in ADVANCE. I authorize the hotel to HOLD funds but only for the amount PAID/EXPECTED on the DATE processed and NOT twice the amount whenever they choose to. I also would like IHG to apologize to Hotel Staff, Manager, and myself as we have done ALL WE COULD POSSIBLY DONE, yet no resolution has come since it's out of theirs and mine HANDS.

Business Response: Dear Mr. ****,

Thank you for contacting IHG Guest Relations regarding your experience with the Candlewood Suites Detroit, Warren, MI.  We greatly appreciate you taking the time to bring this matter to our attention and apologize for any confusion surrounding this hotel's billing policies.
 
Many IHG properties are franchised, independently owned and operated.  In this case, the hotel management and ownership determine their own billing policies in accordance with local demand and business needs.  IHG is not involved in the development of these individual hotel policies.
 
I have forwarded your comments to the General Manager and ownership of this hotel for review.  If you would like to discuss this matter further or require any further information, please speak with the hotel management directly. I have asked the hotel management to contact you directly within 48 hours to discuss your concern and also to report back to my office with their findings.

Once again, we appreciate you taking the time to share your comments with us. Your patronage and IHG Rewards Platinum Elite Membership is valued.  We know you have many choices when it comes to lodging and we hope you will continue to choose IHG for your future travel needs.

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****

7/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Brought a Holiday Inn Club Vacations® getaway package which includes 4 days and 3 nights at an IHG Brand Family hotel plus $249 cash back and one-night certificate to any Holiday Inn Hotel for up to $100 (said clearly in the email). After I made the reservation, I have been assigned to another hotel which I have never heard about (when I make the reservation no one told me it will be another hotel). Confirmation number: ******. I called reservation team about the issue but no one is willing to solve the problem. They told me they don't have available room thus I am assigned to another hotel. The rep is not nice at least, every time when I tried to say something, he tried to get a word first. ( really don't like that) Second, when I brought this offer, the salesman told me it will be a one hour presentation, but in my confirmation it appears 2 (one hour more). IHG, you should offer what you promised before and it listed clearly in your email. And you can not change the tour duration time as you promised before. So upset, IHG is deceiving their customer.

Desired Settlement: I have two solutions. 1. Rebook me for another hotel (IHG property) 2. Refund my original $ 249 . BTW, train your tele-rep better

Business Response:
Dear Ms. ****,


I have received your comments regarding your experience with Club Vacations. I am sorry for your dissatisfaction as you have described.  


I have forwarded your comments to the Club Vacations management team for review as we do not have access to their bookings or billing. I have asked the hotel to contact you directly via email within 48 hours to discuss your concern. You can also contact them directly at ###-###-#### or ###-###-####


Once again, thank you for taking the time to contact us. We value you as our guest and IHG Rewards Platinum Elite Member. I hope you will continue to choose IHG for your future travel needs.


Regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Business Response: Dear Mr. ****,

Thank you for recent email regarding the Holiday Inn Club Vacations.  I appreciate the opportunity to further address your concerns.
My office does not oversee the presentation tours at the Holiday Inn Club Vacation resorts. IHG yields the day to day operations of Holiday Inn Club Vacations to their individual property management team. Our IHG Guest Relations office is unable to assist you, as we do not have access to the Holiday Inn Club Vacations reservations, tour details, billing or contract information. 

Holiday Inn Club Vacations and Orange Lake Resorts have their own Guest Relations and Sales offices to assist you. For further assistance, please continue to work with the management of the Orange Lake Resorts. I have provided their contact information as follows:
HCV Tour/Marketing office complaints or help: ###-###-####
Customer Service for TOUR:  ###-###-####
Customer Service for Club Vacations: ###-###-####

Once again, thank you for contacting us. I regret that I am unable to assist you further. Your patronage and IHG Rewards Platinum Elite Membership is valued. I sincerely hope this experience will not deter you from using IHG in the future and you will allow us another opportunity to demonstrate the high standards of customer service of which we are proud.

Kind regards,
 
Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

The holiday inn vacation package is a total mistake and it is a fraud. IHG release my information to a non reliable outsourcing company and I thought I book the package directly from IHG. But  I am totally be tricked. File the complaint about orange resort already. But it won't happened if IHG didn't release my information. 

I will let all my friends, colleges, relatives know what happened so no one will evolve in something like this. IHG is on my blacklist and my suggestion is never stay IHG.

BBB,further 


Sincerely,

*** ****

7/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Reservation # ********. I was a guest at your hotel from July 1st - July 4th. I booked my room in advanced; however, my room was not ready and the hotel was sold out. The staff was very friendly; however, the room they put us in was gross. The beds were soiled. I took pictures of both beds and show the guest services rep., which she nearly passed out when she saw the pictures. At that time, there were no more rooms. I had already paid in full for my room, but was unable to move rooms for 2 days. Luckly we had family staying at the JW across the street we could stay with. But we were out of over $800.00 that I spent on the room. We were moved the last night of our stay. I've attached pictures of what our beds looked like. It's very alarming how unsanitary this room was.

Desired Settlement: I'm seeking a full refund for my stay at your hotel from 7/1 and 7/2 in the amount of $552.52.

Business Response: Dear Mrs. *****,

I have received your comments regarding your recent stay. I would like to apologize for the unsatisfactory room conditions as you have described. I understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.

I have located your previous contact and have added your comments. I see you have requested to escalate to our Senior Office. At this time I must yield further handling to them. They will be in contact with you shortly. Your comments are documented with reference #*********.

Thank you for your time. I trust that you have experienced a higher level of service at our hotels and know that we do care about you as our guest and IHG Rewards Club member. Your business is valued and we look forward to making your future stays with IHG the best ever.

Sincerely, 


Brenda J******
Case Manager
IHG Guest Relations 
PH: ###-###-####
Email: hi-guestrelations@ihg.com
Reference #*********

Consumer Response:

 
Complaint: ********

I am rejecting this response because: Resolution has not been made. Please refund my money.

Sincerely,

**** *****

Business Response:
Dear Ms. *****,


Thank you for contacting Guest Relations and allowing me the opportunity to address your concern regarding your reservations with the Crowne Plaza New Orleans French Quarter. I am genuinely sorry for the frustration you have experienced. This is truly not our intent. 


Please allow me to explain that when a reservation is made through a third party such as Travelweb your contract lies directly with them. As your reservation was made through a website that is not owned or controlled by IHG, any refund requests must be made directly to the third party. 


While I regret our staff has been unable to offer you a refund you have been issued IHG reward points as compensation. Your comments are documented with reference #*********.


I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping for. Please rest assured your comments will remain on file. I am sorry but we are unable to assist you further and consider this matter closed.


Kind regards,


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

7/18/2016 Billing/Collection Issues
7/16/2016 Billing/Collection Issues
7/15/2016 Billing/Collection Issues
7/10/2016 Billing/Collection Issues
7/9/2016 Problems with Product/Service
7/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am an IHG rewards club member with account number *********. On May 18th, someone gained access to my account in the UK and ordered amazon credit cards in Pounds. On the same day i noticed the email for order and called IHG to inform them that the order was not placed by me. They stated that they will raise a compliant and they have received multiple complaints on the same and investigate it. On May 25th, i am getting an email from SVM Global stating that my order is placed and and attachment of Amazon e Gift card in pounds I also reported this again to IHG AFter numerous calls and emails, they state that the order was placed by me as i received the email for the gift cards. I am arguing that this order is in Pounds and why would i do that, when i am in the US and I have not travelled to UK and does not hold a UK visa. Then they statd that they will raise this issue to President's office and someone from there will call me. It has been 10 days since then and no call. I tried to call IHG again and they state that it is waiting with presidents office. Please help in getting my 51000 points back as they are equivalent for 3 nights of room stay. Moreover i was planning to take a vacation during the Veteran's day and this messed up my plan. I have requested the agent to look into it ASAP before the Veteran's day and IHG did not care about it. Now i want to use the points for 4th of July. It would be best if i get it before then . I dont understand of why they dont do a proper investigation of from which computer the order was made. Technology has grown so much that it is possible to investigate, but IHG is not doing the investigation in detail

Desired Settlement: Pay me back the 51000 points. I can email back the Amazon GC in pounds

Business Response: Hi *****,

I have received your notification regarding Mr. *********'s concerns. The guests concerns have been escalated to our Executive Office. They have advised they will be in contact with Mr. ********* tomorrow. 

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Business Response:
Dear Mr. *********,

I am sorry to hear of your dissatisfaction. As you have requested to escalate your concerns to our Executive Office they will be handling your concerns exclusively. I have forwarded your additional comments to them.

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

A solution is not provided. They are just replying the message back and forth stating that someone will contact me soon, which is not happening. 


Sincerely,

****** *********

7/7/2016 Billing/Collection Issues
7/7/2016 Billing/Collection Issues
7/1/2016 Problems with Product/Service
6/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my wife stayed at this hotel from June 9th-June 12th. Before coming down I was told to call the day before which was June 8th to pay for my room. So I called to pay for the room and that WHOLE day I kept getting passed around and hung up on talked to VERY disrespectful. So because I knew I was traveling from VA to ATL and needed a place to stay I never said anything out the way to them. So when my wife arrived on the 9th she paid for the room from the 9th-10th. So when I got there on the 10th around 11pm I went to the front desk to get a key and try to pay the remaining balance on the room. I was told to come back in the morning before 12 noon. The next morning which was the 11th I went down before 12 noon around 11:50am to make the payment so I paid for the room for the 11th-12th well not even 10mins of me paying for the room and going back to my room to get my day started I received a knock on the door from a lady at the front desk who came down and stated that she got a report that we were smoking. I was like no we was not smoking which we actually wasn't we smoked cigarettes the night before outside on the balcony that was it. We never smoked in the room. So when she came in she was real nasty and rude and was like that's it I'm charging your card an extra $250. So about 10mins later I checked my account and I seems where a $137.50 charge was charged to my card. I knew one of the charges of $137.50 was suppose to had been there because that's how much the room was. So once I called down to the front desk to see where the other $137.50 charge came from the lady was rude and placed me on hold but told me she was going to try to figure out where it came from but she lied because once she put me on hold she got someone who works in the kitchen to come down and tell us we had to leave. So I told him she didn't ask him to come down until I called to see about the charge on my card. So after speaking with him he was like you all have to go so I was like ok fine but can I at least take a shower he told me yes. So I went and took and shower but while I was in the shower he came back and was like yaw have to go and my brother who was with me as well was like we are leaving but you told her she could take a shower and she getting dressed now. So the dude left and came back with the cops(I guess he was trying to make a scene)because we was never disrespectful to him. So after I got dressed and got my stuff we left out the room throughout that time the manager was also down there saying smart comments cursing at us and stuff so I started cursing back because I'm not a kid and I'm not gone be treated like one. So we got to the front desk and I was still asking them where was the extra charge coming from and she was finally like oh that charge will roll off of your card in 5 business days. And til this day it's still on my card. It has not rolled off. We never stayed at the room that night because we was "all of a sudden kicked out" because I called to inquiry about a charge on my card. The staff was very very rude and disrespectful from day one. I would like to have the charge of $137.50 removed from my card because that's what was told to me. And it has not happened.

Desired Settlement: To have the charge of $137.50 removed off my credit card. I understand the smoking fee even though we was not smoking in the room but the $137.59 charge shouldn't be there because we did not stay there, was treated unfairly, and because the staff was very rude and disrespectful.

Business Response: Dear Ms. *****,


I have received your notification regarding the billing you received from the Holiday Inn Atlanta - Airport North.  I greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience experienced.

 
After researching the matter, I have requested a check be sent to you in the amount of $137.50. This check represents a refund of the erroneous charge you received.  You will receive it under separate cover within the next 10-14 business days. 


I have reviewed your previous contacts to IHG regarding the charges you received. I apologize for the length of time it has take to resolve your concern. I also regret that I am not able to issue a credit to your credit card as you requested. IHG Corporate is not vendor and we do not have the ability to charge or refund credit cards. I hope the check will be satisfactory to you. Your comments are documented with reference #*********.

 
Once again, thank you for taking the time to contact us.  We value you as our guest and hope you will continue to choose IHG for your future travel needs. 


Kind regards, 


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****

6/24/2016 Billing/Collection Issues
6/24/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Our issues are multifaceted . 1. Our account does not seem to ever be able to purchase IHG rewards points when they go on sale. It does matter if its the 60% off sale or the 100% match sale, When we log into our account to purchase those points, we are only offered them at the regular price. The last period this went on was the most recent 100% match sale running 4 days and ending June 3rd and open to ALL IHG members. It refused to allow us to purchase them at anything except the regular price. 2. We are platinum members and consistently have issues booking using points because hotels block out rooms. Many instances where hotels have over 50% of the rooms open but we can not book using points. I understand how this works but IHG needs to review the policy on that because that is in essence the same as blacking out dates you can use points and for Platinum and ASpire members there is no black out. 3. I contacted IHG over a year ago about missing points due to some cancelled reservations. Those points were never refunded. We had numerous reservations as part of a trip that had been made that were all cancelled as we had to cancel the trip. We knew how many points we should have gotten back and when it was all canceled we were 15,000 points short of that total despite the reservations being cancelled well in advance and within the terms. 4. Customer service at IGH is deplorable. Even if I can understand the people they do not often seem to understand what is explained well enough to get it right. I see this same thing going on with emails as well. This rally needs to improve as it causes a lot of problems. 5. We are unable to leave reviews for any of the hotels we stay at because when you try to do that it shows our names as "Bad Management "or something. It will not allow us to change the name the review will be left under and it is not showing our real name either. 6. We have a previous stay ( over a year ago ) at an IHG property in a WI Holiday Inn that resulted in fraudulent billing and a very abusive situation . We tried to address this with our credit card and the hotel but we could never get through to management. We have video of the front desk girl threatening us that she was going to call the police because we were 10 minutes late leaving the hotel. There was never an explanation of why they treated us that way and I also have concerns over some things that we were told by housekeeping during that stay I feel someone at IHG should be aware of. That stay left such a bad taste in our mouth it took us a long time to begin staying in IHG properties again. We would really like to be able to address those concerns with someone moving forward.

Desired Settlement: 1. We want to be able to purchase the points under the sale prices as advertised and would want the ability to purchase points now at the 100% price match since it would not allow us to do that in the last sale . 2. We would like to speak with an American or other Native English speaking person about our concerns regarding the previous hotel stay and those issues etc 3. We would ask that our missing 15,000 points be put back on our account 4. We would ask for an additional 25,000 points or 1 free night to be placed on our account as compensation for all the issues we have had and the time we have spent trying to address them to this point.

Business Response:
Hi *****,

I have received your notification regarding Mr. ***** *****. I have documented them with reference *********. As there were several issues to address I have reached out to Mr. ***** privately to obtain additional information. 

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

6/23/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: June 1st, 2016 stay at Holiday Inn Express & Suits Orem, Utah Email sent to Manager: "I was put in room 400 last week and had to be moved because the room smells really bad like an ash tray, I checked in again last night and they gave me the same room 400, They had a week to get the smell out and it smells just as bad as it did last week. They moved me again to a new room, the new room had a nail from the transition strip going from the tile and the carpet in the middle of the room, I ripped two pair of socks and got my foot damaged. They cable in the rooms have poor reception and you can only hear every second sentence on tv because the cable signal goes in and out. 4:30 am June 1st I went to the fitness room to exercise where there is a sign that says "24 hr fitness" my door key would not let me in. I went to the manager on duty and he had to let me in. They have the fitness room TV and the breakfast room TV BLOCKED of channel 35, "FOX News". This is a LIBERAL/Democratic hotel with a political agenda in the middle of UTAH! Beware of this hotel and go elsewhere.! Finally, I am an airline pilot and stay in hotels weekly, 99% of hotels leave out bananas or apples, this hotel is SOOOOO cheap it doesn't do this." As a follow up to the complaint I left outlined above I want to make the following observations. 1} Your hotel had over a week to fix the nasty smell of room 400 but you chose not to fix it. 2) I used Chase visa points to book my rooms at your hotel and I am wondering if you give those who use points the nasty rooms because I did not use my Hilton honors to reserve the room. If this is the case the public needs to know your business tactics. 3) You have signs that say 24 fitness but that is not TRUE? do you enjoy lying to customers? 4) By blocking FOX news in your fitness room and in the Breakfast room it is clear this is a hotel with a POLITICAL BIAS. The customer is the one that pays and if you refuse to treat Conservative Customers with no respect then you will not get a PENNY from me and the public will be notified of your political agenda at this hotel via a BBB complaint and blogging. Update: June 22nd, 2016. To date the hotel manager refuses to call me back, I received one email from the hotel manager but it did not address all my concerns outlined in my email to them. i emailed back asking why no one is returning my phone calls. I did receive one phone call from someone in customer service and she listened to all my concerns. I told her I received an email that Holiday inn removed my review from their website. They requested my review and I gave it yet the Censor their reviews and ONLY POST THE POSITIVE ONES. She said she would call me back with an explanation of why they are censoring their reviews and to date I have not received a call back.

Desired Settlement: This company must post the review I sent or the public needs to know clearly that they are misrepresenting their customer satisfaction. I would also like a full refund at this point.

Business Response: Dear Mr. ******,

I have received your comments. I have also located your previous contacts. As your concern is being handled by our Senior Case Managers office I have forwarded your additional concerns to them. The will be in contact with you soon. 

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because:  This response has no content only another promise that someone will contact me.. Lol

Sincerely,

**** ******

6/21/2016 Problems with Product/Service
6/18/2016 Advertising/Sales Issues
6/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was not made aware that y reservation was not refundable when I chatted with the reservation agent. I did not know that hotels rooms can be non refundable. I have never had an issue cancelling a room in the past.

Desired Settlement: Refund or credit towards my Vacation hotel for the room I'm cancelling over a week in advance since the airlines changed my flight

Business Response: Hi *****,

I have received your notification for Mr. **** ******. He did not provide ample information to assist. I have emailed him directly requesting additional information. I have documented his comments with reference #*********.

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Complaint: ********

I am rejecting this response because: Sent requested info

Sincerely,

**** ******

6/9/2016 Problems with Product/Service
6/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The problem I have faced is primarily with their Holiday Inn Fishkill, NY, property, but as you can see below, I've also tried to get this problem resolved with the Salt Lake City, Utah (Corporate Headquaters) location. As of 5/31/16 (also mentioned below...this nightmare is still ongoing. I've not received the "promised" return of any of my reach outs to this company, from the hotel, all the way up to the Corporate Headquaters. I am thoroughly disgusted and dissatisfied with how I have been treated as a customer and a human being. I would like to please come to a proper resolution to this insane nightmare. I can be easily contacted via email anytime of day or night!! So I do look forward from hearing from someone very soon, via email. They can feel free to enclose their contact information, and if/when necessary, I will return any/all correspondence, as I do keep my word. Below you will find my "review"/complaint: DO NOT STAY HERE!!! THEY WILL ROB YOU!!! This place is off the charts RIDICULOUS!!! Let me just say I know this is a Holiday Inn, and due to that I shouldn't expect too much...BUT THIS PLACE BEATS EVERY SINGLE NORMAL CUSTOMER SERVICE "NO-NO"!!!! I made a reservation (not prepaid..just regular reservation), sadly my plans changed, so I immediately called and cancelled my reservation (within their cancellation policy), had the cancellation confirmation # & everything..ok so I SHOULD BE ALL SET...right?? While I was try to get my "new" plans to visit the area in order, I inadvertently called this location instead of another IHG property, I had asked to speak with General Mgr, (Nimet), about a question I had (still THINKING I was speaking to the right property, but in reality I wasn't). The general manager, Nimet quickly pointed out that I was speaking to a different IHG property, than I had intended; but while he had me on the phone he asked me about my previous (about 1 week prior) cancelled reservation...he said "oh I see you had a 'No Show' for that reservation?" I asked him what was he talking about I had a cancellation number, so please stop saying I had a 'No Show'...he went on to say, "oh we didn't charge you for your 'No Show,' .. I'm going to have to look into that, can I please call you back?" I said for the last time I don't have a 'No Show,' so don't say that." I said goodbye. Within one hour my credit card was charged a 'No Show' fee, I tried to call him back about his sneaky/shady conduct..and coincidentally he was on the phone, with a guest, getting a cat out of a tree, LITERALLY ANYTHING BUT WILLING to answer OR return ANY of my phone calls. Each time I called, the front desk person, , constantly acted like she'd never heard my name or voice before...this went on ALL DAY/NIGHT. In between that, I contacted their IHG Corporate Headquarters Customer Relations dept...I spoke with Dennis and he acknowledged the mistake, said it was not right, and he would contact Nimet, to explain to him that he needs to refund the money, as it was an error, ...he said he would try to help me get this nightmare resolved!! Then a two days after the initial problem, I get an email from Yanki S***** (Front Desk Manager) she said "....We cannot waive this fee, as it was agreed to be paid during the time of your reservation. I’m sorry you weren’t able to stay with us on the date you had originally planned. We are considering the matter closed in regards to your Guest Relations call as the no show charges are valid." So they've (this Fishkill, NY IHG property) COMPLETELY IGNORED ME the customer, were SNEAKY with the way they conducted themselves, have ignored their corporate headquarters directions. To me their actions on EVERY aspect tell me the customer, that customer service is NOT a priority, along with professionalism. (I mean to ignore my phone calls and messages...is UTTERLY CHILDISH!!) The last time I called, I informed them I'd be contacting their corporate headquarters again and will tell EVERY HUMAN BEING of their RIDICULOUS so called "customer service and professionalism." So this review is obviously based on the treatment I personally received from their various managers.. I've not stayed in this particular hotel...but now because of this...I will NEVER STAY HERE...I mean how do you charge a customer for something they didn't do AND charge them AFTER THE FACT.... DOWNRIGHT SHADY ********!!!!!!!! STAY FAR AWAY FROM THIS PLACE!!!!!UNLESS you don't mind your credit card being charged for things randomly!!!!!!! And after this I don't think I'll ever stay in an IHG property again...I've NEVER in ALL my years, of traveling the world have?, I? had such ABSOLUTE nonsense happen to me?! As of 5/31/16, I'm STILL waiting for IHG Corporate Headquaters, to call me back as they've promised I would receive a phone call from their "Assistant Operation Mgr, of Salt Lake City, Utah, IHG Office (Jean C******)." I spoke with their office again today, and according to them (Debra M**** Senior Case Mgr of Customer Relations Dept. in Salt Lake City, Utah), "I'm sorry I don't know their extension number, phone number, but I will email Jean again, and remind her to contact you today.." This problem, or should I say nightmare, has gone on much too long, it's quite a shame that THIS is the "NEW standard" of professionalism and customer service.

Desired Settlement: Since this company has tied up such a substantial amount of my family's personal funds, which has put quite a dent into my up-coming trip, causing our family's plans, to have to possibly be completely cancelled, I would like to see the charges for that trip (6/02/16 - 06/05/16), be completely complimentary; as it is a fair and honorable resolution, to a company who's entire business is built totally around customer service.

Business Response: Dear Ms. *********,

Thank you for your most recent contact to IHG via Better Business Bureau regarding the Holiday Inn Express Fishkill-Mid Hudson Valley.  I appreciate the opportunity to further address your concern.

I do apologize for the difficulties you have experienced with the above hotel. I have reviewed your previous contacts and I see you have declined our offer to refund you via a check. We do not have the ability to refund your credit card and can only offer a check. 

You have requested to escalate your concern 2 times and is now being handled by our Operation Manager. They are in the process of attempting to find another solution as you have refused our offer to send a check. I have spoke with that department and they will be in contact with you as soon as they have more information. Your comments are documented with reference #*********.

Once again, I appreciate your patience. Your patronage and IHG Rewards Club  is valued and you will be contacted soon. 

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
**** *** *****
Salt Lake City, UT 

6/3/2016 Problems with Product/Service
6/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I complained to HI Guest Relations regarding my stay at one of their hotels in San Antonio, the Staybridge Suites Downtown, where I struggled to sleep 3 of my 4-night stay due to a barking dog inside the hotel that none of the staff did anything about. (Complaint reference # *********). The last person that emailed me about it, Ronina ****** A******* said they would not give me a refund for my stay, therefore not honoring their 100% satisfaction guarantee, which is called the "Hospitality Promise Program". This states "If for whatever reason any part of your stay doesn't measure up to your expectations... We promise to make it right, or you won't pay for that part of your stay." I am therefore requesting a refund for the 3 nights I was unable to sleep as I should have. If this is not granted, IHG is guilty of false advertising.

Desired Settlement: $361.44 refund for the three nights

Business Response: Dear Ms. ******,


Thank you for your most recent contact to Guest Relations. I appreciate the opportunity to assist you further and regret this continues to be an inconvenience for you.


Our Hospitality Promise states that if any part of your stay isn't satisfactory and the management is not able to make it right upon being notified, during your stay, you will not pay for that part of your stay.  While we certainly regret the experience you had, we feel that appropriate compensation has been issued per our Hospitality Promise and are unable to offer any further compensation.


I have however contacted the hotel on your behalf and requested that Jennifer, General Manager contact you directly to further discuss your concern. Your comments are documented with reference #*********.


Once again, we appreciate you taking the time to share your comments with us. We know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs.


Kind regards, 


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
**** *** *****
Salt Lake City, UT 

Business Response: Dear Ms. ******,


Thank you for your most recent contact to IHG.  I appreciate the opportunity to be of further assistance.

 
I have documented your additional comments for the General Manager and owner of the hotel to review.  While we certainly regret any inconvenience, the hotel is in the best position to discuss and resolve your concerns.  We are committed to guest satisfaction and I am confident the hotel will be in contact with you directly. 

 
Once again, thank you for taking the time to contact our office.  We appreciate your patience.


Kind regards, 


Brenda J******    
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
**** *** *****
Salt Lake City, UT

Consumer Response:


Complaint: ********

I am rejecting this response because:

The hotel group still has not addressed the false advertising. Attached is a photo of a page of the binder the hotel places in every room, which states what their policy is. I have not received what I am supposed to, according to their own policy, and it is not right. 

I did speak with the manager of the Staybridge Suites today. She stated that they were not able to offer me another room (one that was not next to a large barking dog) during my stay, because they were fully booked. That is not my fault. She said they did contact the owner of the dog, but obviously they were not able to get the dog to stop barking. Again, not my fault, but something I suffered for and shouldn't have. She said she was sorry that I hadn't been aware that they were a "pet-friendly" hotel. So am I, in this case, because I had assumed hotels to be people-friendly primarily, and above being pet-friendly if there were any conflict between the two, but the Staybridge Suites in San Antonio isn't like this, apparently. The most the manager was willing to offer me was a refund for 1 night of my stay, so I took it, because she wouldn't offer what I am supposed to receive according to hotel policy: A refund for the portion of the stay where I was not satisfied- that is 3 nights. She denied that their policy offered a 100% satisfaction guarantee. The attached photo shows otherwise, but I wasn't going to argue. It should be noted that I never asked for a 4-night refund, because honestly, the first night I slept. I don't know if the dog wasn't there yet, or if I was just so exhausted from the early morning flight I took, that I couldn't be woken even by that loud dog. Either way, I only requested a refund for the portion of the stay where my sleep was affected, 3 nights, which is in accord with the policy.

The 20,000 miles that  IHG has credited to my account is paltry, and does not make up for even one of the nights, 1st because the policy states a refund is in order, and 2nd because a 1 night stay in most hotels I would go, is around 40,000 points. They've only credited half that. So, the fact remains that IHG & Staybridge have been caught in a false advertising scheme, which seems to be intended to make guests feel secure... until they actually have a problem, at which point they realize that this is just a dishonest marketing ploy. Staybridge has refunded 1 night. That is better than nothing, but it is still not what they were supposed to do, and I think it is a mark of bad business practices.  

Sincerely,

****** ******

6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: IHG ran a promotion called "Accelerate 2016" to earn extra points for their rewards. There was 4 categories and you needed to completed 3 to get an additional 31,500 points by April 30, 2016. I needed two more categories 1) to stay 5 nights at an IHG hotel (I had 4 nights) and 2) book a bonus package. I had no need to actually stay at a hotel so i was going to purchase a one night stay at an IHG hotel, not physically go there but still pay for the room so i could get the bonus points. BEFORE I made a reservation i called IHG to see if i booked a room, didnt physically stay there, would that count in order to get the bonus points, i was told it would as long as i did not cancel the stay and my CC was charged for the room rate (IT WAS). Some time went by and i never received my points so i called IHG and was informed that since i did not go to the hotel and check in it did not count towards my bonus points, EVEN THOUGH I CALLED AHEAD OF TIME AND ASKED AND WAS TOLD IT WOULD! They refered me to the terms and conditions and nowhere i n there does it state that you actually have to stay in the room, only that you can not cancel the reservation. I waited on hold for representatives to find the section in their terms and conditions that says you physically have to stay at the room and NOBODY could find it...all they said was they were not able to give me the points or refund my charge for the room. I find this totally unacceptable! I would never reserve a room and pay for it just for fun, i asked ahead of time to make sure, was told it would still count and now they will not give me the points or at least refund my room charge since I WAS LIED TOO.

Desired Settlement: I want either the 43,500 bonus points I was supposed to get by completing the requirements of the program or I want a refund for the room I made a reservation for since I was told by doing so i WOULD get the points. The refund total is $140.34. Confirmation number ******** for the Holiday Inn Express & Suites West Chester, PA.

Business Response: Dear Mr. ******,


I have received your notification via Better Business Bureau. I have also located your previous contacts to IHG Rewards Club. I appreciate the opportunity to further address your concern. 


I am sorry for the misunderstanding regarding the "Accelerate 2016" promotion. We run the different promotions we have so our members have a fun way of experiencing our many hotels and earn points for the knowledge they gain. As you can understand this cannot be done by simply booking rooms with no intention of ever being there. 


Our Terms and Conditions have recently been updated and the information regarding the earning of points is now under #14 about half way down the paragraph. It states among other things, "You must have stayed in the room and paid for it in full to receive IHG® Rewards Club points". 


Once again, I do regret your dissatisfaction. However, in order to remain fair to all of our members we must adhere to all the Terms & Conditions of the program. Your comments are documented with reference #*********.


Thank you for contacting me and allowing me to explain our stance. Your patronage and IHG Rewards Platinum Elite Membership is valued and I wish you well with our future promotions.


Kind regards, 


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
**** *** *****
Salt Lake City, UT

Business Response: Dear Mr. ******,


I have received your additional comments regarding the Holiday Inn Express and Suites West Chester.  We appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced.
 

I regret your dissatisfaction. I urge you to familiarize yourself with the Terms and Condition of the program. The reason why you were billed was due to the hotel having held a room vacant, all night, in anticipation of your arrival. 


We have contacted the General Manager at the hotel and explained the situation as well as inquired if they would be willing to issue a goodwill credit for the charge.  As our records do not show that you cancelled the reservation, the hotel is unable to issue any credit to your account. 

 
Once again, thank you for contacting our office. I  regret we are unable to assist you further in this matter.


Kind regards, 


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
**** *** *****
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because: I was lied too and cannot get my money back.  They can definitely issue a refund but they would rather rip people off.  I was told over the phone that I could not get my 43,500 points but they were able to issue me 10,000 points.  How can you say you can not give me the points I earned, but give me some bogus 10,000 points?  You could get my refund or points but you don't want to.  If it stated in the terms and conditions that you physically had to be there I can accept that and would be fine with not getting the points, but i was still told over the phone that by reserving a room this way and not staying was acceptable, once again i have screen shots of when i called and Im sure they have it recorded since they state "calls my be recorded for informational purposes", I want at least my money refunded.  

Sincerely,

**** ******

5/31/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi, I have a small dog and was looking for a hotel near me that was dog friendly. When I looked it up Holiday Inn express said it was pet friendly. I even brought her right in with me and no one said anything right after I checked in. The next day I asked if someone could bring a cart to my room and leave it outside the door and the woman at the front desk said yes. But she knocked on the door which caused my dog to bark. I didn't even think of it as a problem and she said nothing. I continued to check out and still nothing was said. I got home and later found a $150 taken from my account from them I called to find out why and was told it was for me having a dog without permission. I said I didnt know I needed permission and then was told that was not their problem as their rule is they are only allowed in their smoking rooms. I had an 18 month old with me as well so I would not have even chosen them if that was the case. Regardless I feel it was unprofessional and unfair that no one said this and no one mentioned this while I was there they just charged me after. I also then looked further into it online and it says its a $100 fee for pets that are not mentioned to them ahead of time so why was I charged $150 when we were there for 14 hrs and no damage was done to the hotel room whatsoever. I could have just paid the simple $25 fee from the get go.

Desired Settlement: I would like them to consider that this is where my family stays often when they visit and that they made a mistake by not saying something to me when I was there and then handled it unprofessionally. I will be happiest getting $125 back which would cover the $25 fee for my dog for 1 night. But if they are unwilling at the very least I would like a $50 refund so I am only paying the $100 fee that it states they charge for not letting them know. But If they will not refund me, my parents will be staying elsewhere from now on and I will not use holiday inn again. I am in customer service myself and I feel they were very unprofessional and unfair in their handling of the situation.

Business Response:

Dear Ms. ****,


I have received your notification of your concerns regarding the Holiday Inn Express Hillsborough (Durham Area). I appreciate the opportunity to assist. 


I am however, genuinely sorry to learn of your issue with the pet policy. I can certainly understand why this has left you concerned and I do completely regret the frustration that this has caused. 


I have notified the hotel senior management of your comments and I have asked that they contact you within the next 48 hours to further discuss this issue. They are best placed to assist and I am confident they will do what they can to address your concern. Your comments are documented with reference #**********


I do greatly appreciate your patience in this matter and if you need any further assistance, please don’t hesitate to contact us.


Kind regards,


Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
**** *** *****
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because: I am very pleased so far with the response but since it's not completely resolved yet I chose to reject it for now. I very much appreciate the letter and in all honesty chose this route after calling, only because I felt that I was wrongly charged after no one had addressed it when I was there and when I called I could have raised hell then but I am not the type to do so. I do not like conflict and was left feeling upset that I was told it was the policy end of story basically. Also I looked on the website again after and it didn't state anything other than "pets allowed". There was nothing about restrictions or even an asterick to look up further details so I truly feel I did not deserve this charge. I know that a company isn't necessarily a bad company due to one employee or even one location. I have worked in the restaurant business for a long time and I get when something is our fault but not necessarily a reflection of us as a whole. Also I believe it is beneficial to a company to do what they can in resolving an issue with a customer. So I do appreciate the response in this and I do hope I can resolve this with them as it would be very appreciated. I just want the money that we work very hard for to be reimbursed and they are more than welcome to keep the $25 that it would have cost. I totally understand that and will from now on ask and make sure with any hotel I stay at beforehand what the full policy is.

Sincerely,

******* ****

5/24/2016 Problems with Product/Service
5/16/2016 Billing/Collection Issues
5/14/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered the IHG "Priceless Surprises" Promotion and per the entry results, I was supposed to receive 48,500 points. To date I have only received 31,000 points. I have been in touch with IHG and they promised to resolve in five days. I have waited patiently for 11 days and highly doubt if I will ever get a valid response from the company unless I receive assistance from the BBB. Thank you very much for your help.

Desired Settlement: Put the remaining points that I won -- 17,500 -- into my account. Wouldn't it also be nice if the company gave a little something extra for my inconvenience.

Business Response:
Dear Mr. ******,

I have located your previous contacts to IHG Rewards Club Service Center. I have also called the Service Center on your behalf. They have advised you were already given credit for 41 entries in your account. They have manually deposited an additional 53 entries of 500 points each which is a total of 94 entries as you have advised you sent in. They have deposited the missing 53 entries for a total of 26,500 points. If you have any questions regarding this transaction you must contact the IHG Rewards Club Service Center directly. 

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

5/6/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/6/2016 Billing/Collection Issues
5/6/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service | Complaint Details Unavailable
5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I need assistance with obtaining a refund for a recent cancelled reservation and to bring to your attention major lapses in customer service at the Intercontinental Fiji location. I cancelled the reservation because upon arriving at the Nadi airport in Fiji around 7PM on April 4 I was informed that the road to the hotel was closed due to flooding and they weren't sure when it would open because rain was forecast the next several days. The transportation to and from the airport was included in the package that I booked with the Intercontinental Fiji. I immediately attempted to contact the Intercontinental Fiji location via the same email address and individuals who booked and took payment for the reservation but it has been one week and I have received 0 responses to my emails. I had booked and paid for in advance the "Memorable Moments Package" at $975 FJD per night for April 4 through April 8 for a total of $4017 FJD (see receipt). My credit card was billed $1906.07 USD on January 21 and this is the total amount of refund I am requesting. I have also attempted to contact IHG Corporate to seek resolution at this email address *****************@ihg.com. I was contacted by a case handler who said she would resolve the issue in 48 hours. It has been over 48 hours and I have not received a response.

Desired Settlement: Refund of $1906.07

Business Response:

Hi *****,

This issue has been resolved with the guest. He has been in contact with us directly. The guest is satisfied and I have closed the case. 

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

5/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I pre-paid for ONE NIGHT stay at the Staybridge Suites, Denver (Stapleton) via Hotels.com (on 4/9/2016). I was then charged $102 by Staybridge Suites for this same night (4/19/2016) which had alreadybeen paid. I've called and emailed hotels.com and Staybridge Stapleton, and still have not received the credit. I just noticed today that Staybridge Suites has CHARGED ME AND ADDITIONAL $79 on this same credit card...all for the same night, which was already paid. Are these people smoking crack? What is going on? This is fraud. ******* * ********* Priority Club # ********* (is this the same as IHG??)

Desired Settlement: I want to be credited the $102 , as well as, to be credited the $79. I'd also like 50,000 points for the inconvenience. I've spent many hours getting to the bottom of this...calling hotels.com, Staybridge Suites, and my Barclay Mastercard to get this resolved.

Business Response:

Dear Mr. *********,

Thank you for your email regarding your experience with the StayBridge Suites Denver-Stapleton. I apologize for any inconvenience this situation may have caused you. I appreciate the opportunity to assist. 

I have forwarded your comments to the General Manager and ownership of this hotel. We are committed to guest satisfaction and appreciate the opportunity to address your concerns.

As our hotels are in the best position to assist, I have requested they contact you directly to discuss the situation further. They will be contacting you directly via email within 48 hours. If you still require assistance after this time frame, please contact me again. For your records, your comments are documented under reference number *********.

Once again, thank you for taking the time to contact our office. I appreciate your patience.

Sincerely,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. *********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

4/28/2016 Advertising/Sales Issues
4/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In late 2015 IHG Hotels announced a lottery called "Priceless Surprises" whereby you were guaranteed to win a prize with each entry. The minimum prize you would get was 500 IHG points. You were allowed to enter as many as 94 times. I mailed my 94 entries. I followed all the rules and regulations pertaining to this lottery exactly. I received emails in return whereby you had to click to find out which prize you won. On every occasion it said that I won 500 points (except two where I won 1000 points). I should have received 48,000 points, however, only 500 points have posted to my account. I have contacted the company on several occasions and have gotten nowhere, either they put me on hold for half an hour and never return, or say they'll call me back and don't. Aren't there laws that govern lotteries and gambling type events? If so I think they would be in violation. Even if it is not a criminal violation, basic standards of decency indicate that you do what you say you will do.

Desired Settlement: IHG should post the full 48,000 points to my account. Thank you.

Business Response:

Dear Ms. *****,

I have received your notification regarding the Priceless Surprise Promotion. I have not been able to locate any previous contacts from you regarding this concern. I have documented your comments with reference #********. As I do not have access to this IHG Rewards Club information I have submitted a request to IHG Rewards Club to investigate this claim. I should have an answer for you by the end of the week. Thank you for your patience. 

Regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

4/25/2016 Billing/Collection Issues
4/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Around March 21 I made a hotel reservation online at the Holiday Inn Express in Kinston for 2 rooms for work. The stay dates were 4/14 - 4/17. On March 23, I found out that the dates needed to be changed for one room. I needed one room from 4/14 - 4/18 and one room from 4/15 - 4/17. I called the hotel for assistance in modifying the reservation. The woman at the front desk was very rude and distracted. She kept putting mean hold, and after about 15 minutes told me that she could not help me. She said Reservations needed to deal with this and transferred me. The person I spoke with at Reservations then reviewed my case and told me that the reservation needed to be split and that the hotel manager needed to help. I called back on 3/24 to speak to a manager. Michael S*****, the person answering saying he was the manager, said that he couldn’t help me and I needed to speak to Reservations. I called Reservations who escalated the case to Guest Relations. They said the reservation had already been split into 2 rooms. When reviewing this online, I saw that instead of splitting the rooms, they had made a separate reservation totaling 3 rooms. I called Guest Relations back immediately. They said that only the manager could fix the problem. They would call the manager and have them call me within 48 hours. After not hearing from them, I called Guest Relations back on 3/28. They again told me the same thing about needing to speak with the manager. I also told them that I wanted to cancel my stay with the hotel at this point because it was too much hassle. I was informed that the manager needed to handle this and would contact me within 48 hours. After not hearing from the manager again, I called Guest Relations back on 3/30. In addition to not straightening out the original problem, it had now been compounded. I now had 3 reservations. Guest Relations again told me the same thing about needing to speak with the manager. I told them I just wanted to cancel and they told me that I would get charged for the entire stay for 3 rooms. I then asked to speak with a manager. Debra, a senior chief manager then took over the case. She said that the manager should have handled this already and she would look into it. She promised to call me back with in 1 hour. An hour later she called and said that she couldn’t get in touch with a manager and would call me back after she did. I never heard from her again. On 4/4 I called Guest Relations again. This time the agent called the manager, Michael S*****, and conferenced us together. We spoke for a few moments. He insisted that I made all three reservations in person at the hotel. I explained the whole situation to him. He put me on hold to look into it. After about 20 minutes on hold, he never came back and we were disconnected. Ten minutes later the Guest Relations person called me back to say that we got disconnected and that the manager never came back to the phone anyway. She escalated the case to a different Senior Chief Manager to work the situation out with the hotel. Michael S***** called back from the hotel in Kinston about an hour later to inform me that I had made 5 reservations and would be charged for all rooms. In conversation he said that this was what he was instructed from the manager. When I asked what his position was, he said he is the assistant to the general manager. When I asked to speak to the manager I was once again told that she was unavailable and would call me. I never heard anything back. I simply want my money back. I do not ever want anything to do with this hotel again. Their customer service is horrible, and they have fraudulently used my card to make extra hotel reservations and refuse to correct the problem. In particular, the manager refuses to even discuss the issue.

Desired Settlement: I would like a refund of the total amount charged to my card. In total $1314.67 was charged.

4/22/2016 Problems with Product/Service
4/19/2016 Problems with Product/Service
4/14/2016 Problems with Product/Service
4/12/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a room online for Holiday Inn Express in Atlanta. The parent company, IHG has listed on that site a "Best Price Guarantee" that says that if you book with their website and you find it cheaper elsewhere online, and file their form within 24 hours of booking, your first night is free and the other nights will be matched. On March 23, I did book the rate, found it approximately $ 30 cheaper on Travelocity, immediately filed the form and still cannot get them to honor their advertisement. They first claimed they could not find where I filed it timely. After giving them the reference number, they still claim I did not do so. I have their reply email acknowledging my timely filing. Then they said the rate was less than a dollar difference. It was not. I have a dated screen shot from Travelocity showing it was $ 30 less. Now they are back to saying they cannot find my claim. I have emails, screen shots and names of agents with whom I have spoken. I firmly believe that I am not the first customer this has happened with. I believe they have an entire department whose job it is to attempt to deny claims under this guarantee. At least as to my circumstances, they have behaved fraudulently and I believe it only a regulatory agency such as the BBB that will be able to protect consumers like me.

Desired Settlement: I would like the first night of my stay (March 25th, confirmation # ********) to be refunded--thereby honoring the first night free promise. However, I do believe that the company should be forced to alter their practices in dealing with consumers under this guarantee or, in the alternative, not to advertise the guarantee.

Business Response:

Dear Mr. *****,

I have received your notification via Better Business Bureau. I have located your previous contacts and added your additional comments to the notes.  

We do have a dedicated team that handles all the Best Price Guarantee issue. They are trained to handle all these concerns. Unfortunately, I do not have access to their information and I am not in a position to override their decision. 

If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #********.

I regret I am not able to assist you further. 

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because: the "response" provided by the business appears to be an automatically generated form. I have done exactly what the "response" recommended several times, to wit, I have contacted that department by email over and over. This response does not substantively address my concerns at all. Most importantly, it does not deny the veracity of my allegations.  Thank you!

Sincerely,

***** *****

Business Response:

Dear Mr. & Mrs. *****,

I am sorry that my response to you is not what you wanted to hear. However, I cannot offer you any additional information or assistance. You still need contact the Best Price Guarantee department via email as previously advised. I am not in a position to override their decision. 

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because: the response does not provide a substantive reply to the complaint. I have alleged that I met the terms of the Best Price Guarantee and that through a series of "run arounds" and other responses, I have not been given the free night that I should have received. The continued response of "contact the department by email" is a continuous "run around". I have contacted them by email on many occasions. if there is someone or some department better suited to respond to the BBB complaint, please provide a response from them, otherwise, I would ask the BBB to deem the allegations I have made as admitted by your company.

Sincerely,

***** *****

4/12/2016 Problems with Product/Service
4/11/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Accommodations were made at this facility due to an overnight business venture. I've stayed here previously and I continue to be pleased with the courteous staff and service. I received my credit card statement and noticed that I've been charged $100; however I checked out with cash. Upon contact with the hotel I was told that I was charged because my room smelled like "weed." I'm a nonsmoker! Needless to say no one was available for me to speak with concerning the charge and I'm not pleased with the outcome as I am awaiting a call back. I'm willing to dispute this charge and not stay here again. I'm a professional and these are very serious allegations. I will be requesting a full refund.p

Desired Settlement: Explain or make contact to notify if something was unsatisfactory

Business Response:

Dear Ms. *******,

I have received your comments submitted via Better Business Bureau. I am sorry for the situation as you have described. I appreciate the opportunity to assist.  

I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly 48 hours to discuss your concern and also to report back to my office with their findings. Your comments are documented with reference #********.

Thank you for your patience.

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because: I received a call from the manager following the time the initial compliant was filed. I was informed that she verified the "smoke" in my room. Again, I am a nonsmoker and would not allow anyone else to smoke in a hotel room for which I am responsible. Ironically she was able to tell me about my departure, whom I was with, etc. If this was the case she would've observed my companion entering to gather my things and returning to the parking lot leaving not time for the accused activity. She then proceeded in a disrespectful manner to tell me that she was not going back and forth with me but would grant a refund because I took the liberty to phone. Of course I took the liberty to phone, I did nothing against regulation and honestly wanted to rectify the situation. As previously stated, I have used these accommodations on occasions in the past and I have never been treated in such a derogatory manner. I have not received the refund as stated as of today.

Sincerely,

******** *******

Business Response:

Dear Ms. *******,

Thank you for contacting IHG regarding the billing you received from the Holiday Inn Atlanta Tucker/La Vista Road. I am sorry for the inconvenience of the situation. I greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced. 
I have contacted the management of the hotel regarding the charges you received.  After researching the matter, the hotel has advised me they have issued a credit to your credit card account in the amount of $100.00 on 4/5/16. This credit represents a refund of the smoking charge you received and should appear on your next one to two billing statements. If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly.
Once again, thank you for taking the time to contact us. We value you as our guest OR and hope you will continue to choose IHG for your future travel needs.

Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******

4/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Mar. 2, 2016, the IHG Rewards Club sent me an email stating "Receive a $100 resort credit for suite-charged purchases at The Venetian® and The Palazzo® Las Vegas, an InterContinental Alliance® Resort." So I booked a reservation at venetian through the link that they gave me expecting i would get a 100 resort credit that i could use during my stay. So when I checked in on Mar 25 at the Venetian, the front desk lady told me that they would not honor it because it was sent from IHG and that I needed to call them. So i was on the phone talking to the IHG specialist for almost 30 mins but she only told me that she already spoke to the Venetian Manager and I would have to wait from the manager's call. So then I waited for a call for an hour. the Manager named "thomas" spoke to me and told me that they still counld'nt honor it because first of all the email did not come from them, and secondly the promotion is from IHG Rewards Club not not from them. So make the story short, I did not get my 100 resirt credit which I expected during my vacation. i did not think about it during my vacation because i didnt wanna ruin my vacation. If i would have known that they would not give me the resort credit, I shouldve have just booked my reservation using my IHG points instead of paying big amount of money for just 1 night stay! I have the email still in my account if needed.

Desired Settlement: I want to atleast refund the 100usd that shouldve been given to me as a resort credit during my stay in venetian.

Business Response:

Dear Ms. ****,

I have received your comments regarding the email you received regarding the InterContinental Affiliate Resort The Venetian. As you have already been advised to please forward the email you received so we can see what you are seeing. I have added your comments to your previous contact documented with reference #********. 

We look forward to receiving this information so that we can be of further assistance. 

Regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11312250. i have attached the picture of the email that was sent to me.

Sincerely,

**** ******* ****

4/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a reservation with an IHG hotel on the IHG website. They have a "Best Price Guarantee" which guarantees (subject to terms and conditions) that the reservation price on the IHG website is the best available compared to any competing website. If the user finds a better price on a competing website, the first night is free. I found a better price on a competing website, and followed all the terms and conditions for the guarantee. IHG wrote back to me that my claim was denied because the competing website does not offer immediate confirmation upon booking the reservation (which is one of the requirements in the terms and conditions of the guarantee). I informed IHG that the competing website does indeed offer immediate confirmation, and pointed them to text on the competing website that explicitly verified the accuracy of my statement. They wrote back to me that despite what the website claims, IHG has done a secretive "test booking" and decided that the competing website does not really offer immediate confirmation. I asked IHG to share the screenshot with me to show that there is no immediate confirmation, but IHG refused. Being that the competing website explicitly states that it does offer immediate confirmation, I have no reason to think otherwise (unless IHG can prove the contrary).

Desired Settlement: IHG should honor their Best Price Guarantee and award the first night free.

Business Response:

Dear Mr. ******,

I have received your notification via Better Business Bureau. I have located your previous contacts and added your additional comments to the notes.  

We do have this dedicated team that handles all the Best Price Guarantee issue. They are trained to handle all these concerns. Unfortunately, I do not have access to their information and I am not in a position to override their decision. 

If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #********.

I regret I am not able to assist you further. 

Kind regards,

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because:
You nave made no attempt to resolve the issue. All you did was respond that you are not in a position to help out. I'm not sure what the point is of such a non-helpful response. A manager, or somebody who has authority to make decisions, should be addressing these issues.
Sincerely,

******* ******

4/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a Holiday Inn Express room for 4/3/16 - 4/8/16, and I stayed the first night. I put the 'do not disturb' sign on my door and left for work on 4/4/16. When I got back to my room after work I seen that someone had been in my room. I left all my valuables in the room and feel really violated. So I went down to the front desk to notify them of the issue. The man at the desk told me that is their policy, I could not believe that so I packed up my things cancelled the rest of my stay and was told my credit card was refunded for the 4 additional days and I agreed. I then moved to Hampton Inn where I asked the front desk if they go through rooms if the 'do not disturb' sign is on the door. The Hampton Inn manager said "they absolutely do not go through guests room if the do not disturb sign is on the door". I stay at hotels all over the country and never had this happen or had this as a hotel policy.

Desired Settlement: I feel very violated and will never stay in a Holiday Inn Express hotel ever again. I would like a refund of the whole $525.45 as I was only able to stay in the room for 7 hours before I had to go to work. I leave all my valuables at the hotel while I work and didn't worry about anyone going through my room while I am away.

Business Response:

Dear Mr. *********,

Thank you for contacting Guest Relations regarding your experience with the Holiday Inn Express Warwick-Providence (Airport Area), RI. I am sorry this hotels individual policy was not acceptable to you.  We greatly appreciate you taking the time to bring this matter to our attention and apologize for any confusion surrounding this hotel's housekeeping policy.

Many IHG properties are franchised, independently owned and operated. In this case, the hotel management and ownership determine their own housekeeping policy.  IHG is not involved in the development of these individual hotel policies.

I have contacted the management of the hotel regarding the charges you received. After researching the matter, the hotel has advised me they have issued a credit to your credit card account in the amount of $****** on 4/4/16. This credit represents a refund of the nights you did not stay at the hotel and should appear on your next one to two billing statements depending on your individual banks policy. If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly. As you did occupy the room the first night that charge cannot be refunded.

Once again, thank you for taking the time to contact us.  We value you as our guest and hope you will continue to choose IHG for your future travel needs.


Kind regards, 

Brenda J******      
IHG Case Manager 
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because:


That is fine but they need to mention their policy before you check in. I could have been in the bathtub with my headphones on when the housekeeper came into the room. I am very outraged with this policy and I will never stay in another igh hotel again regardless if it's corporate owned or individually owned thank you for your time and help.

Sincerely,

**** *********

4/3/2016 Billing/Collection Issues
4/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted 94 entries to the IHG Mastercard Priceless Promotion giveaway per the official rules shown on their website. I painstakingly spent all day hand writing all the information requested (full name, address, phone numbers, IHG account, first 6 digits of a Mastercard in my name, etc) and mailed them off to the address shown in the promotion. After 1 month I called/emailed to inquire about the entries and why I hadn't received an email to "play the game" (94 times for 94 entries). What I received back from IHG is that it isn't their promotion and that I need to contact HelloWorld because they are the ones running the promotion. After reaching out to them I got an email back stating that I have 0 entries and that this could be due to entries being invalid, incomplete, illegible, lost or misplaced. I know for certain that there were no issues with the entries as I filled them out very carefully and even double checked every entry before mailing out...leaving the only option as they were lost or misplaced. I can't imagine the post office lost all 94 entries leading me to believe that the entries were "misplaced" by IHG and/or HelloWorld. This just seems like a real easy way to not honor the promotion that they were having by saying that the entries were invalid (no real explanation given just that entries can be invalid for being illegible, lost, misplaced, etc).

Desired Settlement: I would like to receive the 94 entries to play the game. or I would like to receive the minimum amount of points I would have gotten by playing the game (94 entries x 500 points - minimum prize per entry). or to refund the approximate $50 spent in stamps/envelopes

Business Response:

Dear Mr. *******,

I am pleased your promotional concerns have been resolved. I am sorry for the time you had to wait. Your patience is appreciated and IHG Rewards Club Membership is valued. 

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

3/30/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 17, 2016 I made a reservation through the ihg.com website that listed a Kimpton Property as an option, which I then booked. I later discovered that my reservation didn't show up on IHG's customer portal and my IHG Rewards Points would not earn any credit for the non-refundable reservation I just made. After numerous calls, a supervisor (Chio - Case ID ********) stated she would only honor 1 night of the reservation as an exception. At no point during the reservation process was a disclaimer made that IHG does not honor Kimpton stays.

Desired Settlement: I desire an equal amount of IHG points (10x per dollar spent according IHG website)

Business Response:

Dear Mr. *****,

I have received your IHG Rewards Club concerns via Better Business Bureau. I apologize for the misunderstanding and for the frustration it has caused. I do appreciate the opportunity to assist you. 

As you have been previously advised the Kimpton Hotels are not yet part of our IHG Rewards Club; they have their own rewards club called Kimton Karma. I do understand that you were not aware of this at the time you booked your reservation from IHG website in good faith that you would earn your points. 

I have reviewed your comments previously documented and I do agree. I have as a one-time goodwill gesture issued to your account ****** points. These points are available in your account right now. Your comments are documented with reference #********.

I appreciate your loyalty to our hotels and your IHG Rewards Club Membership. We look forward to hosting you again in the future. 

Kind regards, 

Brenda Johnson      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

3/28/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/22/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello there. My problem is an advertisement published by IHG showed there were two promotions one named 2015 Accelerate and go further and faster, and the other named 2016 Get going, get ahead. I registered the promotion and finished it, however my account was closed by IHG and with the reason I am not the target for the promotion while I registered. But there is not any limit on the advertisement, it shows anyone can register the promotions. I am a new custom for IHG, I choose IHG just because I saw the promotion. But now when I should have had my bonus after finished the promotions, my account was closed! The IHG said the promotions don't target me. It is against the ad!!!

Desired Settlement: IHG should reactivate my account!

Business Response:

Hello Mr. **,

I have received your comments via Better Business Bureau. I have located your previous contact to IHG Rewards Club Service Center. I have added your additional comments to reference #********. Please allow me 48 hours to look into this. 

Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because: It has been 48 hours, but there isn't any answer.

Sincerely,

***** **

3/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a reservation through the website Booking.com, the condition terms of the reservation made by Booking.com were that no charges would be made to my credit card provided on the form. Despite of this, the Hotel made a charge on my credit card instead of a pre-authorization on the day of my reservation at 9:42 AM, reported through an email by the my credit card issuer. Regardless of all this , I did not make use of my reservation because of a personal problemas that Ive got on that day and at the time that Ive came back to Miami was too late only haveing a little time to take my fight back. I would understand the cahrge made to my credit card if it were made at the time that Ive presented myself on the Hotel (asking why the charge was made so early thinking it was a mistake, that was at some time around 10:40 PM) or even if I didn´t preented myself on the Hotel at that day. Neverdeless the Hotel broke the conditions terms presented to me chargeing "some amount for the reservation" that werent presented on this terms and earlier at 9:42 AM, argueing that this was terms of reservation of the Hotel that they were never presented to me at the time of the reservation, if I knew that those were the terms Ive obviusly wouldnt choose to make that reservation.

Desired Settlement: Want my money back.

Business Response:

Hi *****, 

I have received your notification regarding Mr. *********. I was unable to locate a valid reservation for this guest to determine exactly the particulars regarding his concerns. I have reached out to Mr. ********* directly requesting additional information so that I can further investigate his comments. I have documented this in my office with reference #********.

Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because:

I have recived the contact from Brenda J******, I ahve given her the information of the reservation as requested.

The information is the following:
- The name the reservation was under as well as the IHG confirmation number (8 numbers starting with a 6). Guest Information: (was mistyped) ********************** ******, reservation number ********
- Which IHG location you are referencing (city, state and address) Holiday Inn Miami International Airport, 1111 South Royal Poinciana Blvd., Miami Springs, FL 33166
- The dates of your stay. 02-19-2016
- What action has the hotel management taken to resolve your concerns? Non at this point, replaying that the procedures were made as the Hotel reservation conditions.
- Your IHG Rewards Club number (If applicable) *********

So then, the reply was as the following (copied):
Dear Mr. *********,

Thank you for contacting Guest Relations with the requested information and allowing me the opportunity to address your concern regarding your reservations with the Holiday Inn Miami-International Airport. I am genuinely sorry for the frustration you have experienced. This is truly not our intent.

I have thoroughly researched your reservation details and it shows your reservation was booked via Third Party (Booking.com). The reservation booked was made with a discounted rate with certain restrictions. A 1 night deposit was required at booking giving you till 1 day before arrival February 18 to cancel without penalty.  As the reservation was not cancelled in that time frame the hotel was within it's right to charge your card at that time.

Please allow me to explain that when a reservation is made through a third party such as Booking.com your contract lies directly with them. I do understand that you feel you were incorrectly advised of the terms of the reservation. Again, as your reservation was made through a website that is not owned or controlled by IHG, any refund requests must be made directly to the third party. While I regret our staff has been unable to help you but it is due to the above which severely stifles our abilities to assist. To avoid issues such as this in the future I encourage you to book directly though our website or Central Reservation Office.

I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping for. Please rest assured your comments will remain on file and they will be used in our future assessments.

Thank you for taking time to contact us. We value you as our guest and hope to have you as our guest in one of our hotels soon.


Kind regards,
Brenda J******
Case Manager

Well, In the reservation got through Booking.com, its clear on the reservation condition that NO CHARGE would be made for the reservation, if it's a discontinued rate thats not my problem, the Hotel should have a contract between Booking.com and them so its a problem between Booking.com and the Hotel itself. The restrictions were never present on the reservation that Ive made, besides of the cancelation terms that, by the way my reservation document was very clear that there would be a penalty if Ive made a cancelation, that this wasnt the case.
The problem is that the reservation document is clear that no charges would be made to my credit card, but the Hotel (by their own policies, not advised on the reservation) made the charge on the morning 9:42 AM of the reservation day (not a pre-authorization, they just made a full charge). If the charge were made on the night that Ive presented myself at the Hotel, then I would understand or if I wouldnt presented myself at all, I would undersatnd if the charge were made at 23:50, not on the morning.
If the Hotel is not under the conditions to keep up with what it says on my reservation, then they should offer their services through that website. Again, its a problem between the Hotel and Booking.com they should reffer that problem to the final client, because then, they are breaking a contract that its the reservation itself.

Sincerely,

********* *********

Business Response:

Dear Mr. ******,

Thank you for contacting Guest Relations and I am genuinely sorry if this issue remains a cause of dissatisfaction. I can assure you this is never our intention.

While I do regret your situation, please allow me to explain again, when a reservation is made through a third party (such as Booking.com) your contract lies directly with them. As such, any cancellation requests, reservation changes or refunds must be made directly to the third party. I understand from reviewing your reservation details, that the terms of your booking were restricted and non refundable in the event of cancellation after February 18. Regretfully, this is something that Guest Relations is unable to overturn. 

I do also understand that you felt you were incorrectly advised by Booking.com. Again, as your reservation was made through a website that is not owned or controlled by IHG, I am limited in the assistance that I can provide. If you feel this situation was caused by Booking.com’s website being ‘unclear’, you would need to pursue this complaint directly with Booking.com. 

I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping for. Please rest assured your comments will remain on file and they will be used in our assessments of guest satisfaction. 

Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response: Complaint: ********

I am rejecting this response because:

The point of being on an thrid party booking service such as Booking.com is to reach customers that for some way you wouldnt been able to reach them, great part of your market goes to this websites so the point is to make them feel that they will reach fares that werent been able to get in some way, thats because the fares are being in a competition of a full informated market, if you think that you could go on own youre way betting against  maybe 70% to 80% of youre market, thats up to IHG. Either way, to stay up in the market you need to participate in this kind of their party booking systems, thats why they exists, you maybe dont win on a single client but in big sum of clients, you will end up wining more.
Going to the point, why should I claim my refund to Booking.com if they never made a charge to me and the Hotel did made the charge, thats the point why Im not makeing the complaint against Booking.com because they stayed up on the reservation conditions, the Hotel brooke them, if they made a charge to me them I would file a complaint against them. If youre are feeling that this werent the conditions, so, ask for the money to Booking.com not to the final client.
By sens of Marketing, this strategy is absolutely the worst one, you have not also lost a client but also won a bad reputation for any people that will ask me for advises on Miami (and I do travel a lot, wining a good reputation its hard, losting it is aesy as in seconds) or a bad review on the website that for sure I will put my case on Booking.com, for an amount that isnt so mutch for IHG. This feels like wining money on a realy BAD way.  

Sincerely,

********* *********

3/14/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/11/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Telephone sales agent Caleb #****** did not inform me I was agreeing to a Time Share presentation until after getting my credit card information, he then assured me I would be able to cancel the $199.00 charge if my husband and I decided we would not be interested in this program. I called to cancel within 8 hours and was told representatives at the call center are not authorized to issue refunds. I was given an email address (************@holidayinnclub.com), they responded that they will not be issuing a refund for this transaction.

Desired Settlement: I would like IHG to honor the agreement their representative made with me.

Business Response:

Hi *****,

I have received your notification regarding Ms. ********'s concerns. I have documented them in my office with reference #********. I have also forwarded them to the Club Vacations management team as they are in the best position to assist. I requested they contact Ms. ******** within 48 hours.  

Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because:

The company failed to address the fact that their representative assured me I could cancel my order.  I have made several attempts to cancel the order and all have been rejected by IHG without regard for the promises made by their sales person.

Sincerely,

**** ********

Business Response:

Dear Ms. ********,

As previously advised, you must continue to work with Holiday Inn Club Vacations. Please access this link https://members.holidayinnclub.com/hicv/pages/contact for contact information and forms. While I regret your dissatisfaction I am unable to assist further with your concern.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

3/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was approached as a Spire Elite member by phone that I was entitled to a special offer of $299 for a three night package at one of IHG's resort locations. I was told I could book at any site and there were no blackouts, and I had two years to do so. I agreed to purchase the package, I was then told that this was a timeshare pitch and if I would attend a 1 hour session they would add an additional night on. I have tried to book this package on five occasions so far only to be told each time that there were no rooms available. When I check on-line there are rooms available, I have also confirmed with the Hotel there are rooms available. They informed me that there were blocks set aside for this program which in this case included two units. I reached out to the Holiday Inn Vacations section of the company to be told there was a number to call to cancel the package. I have tried the number many times with no answer or opportunity to leave a message. I called back to IHG guest relations where they told me under no circumstance would my money be refunded and to check my contract. This contract was not presented to me prior to me paying on the phone or read to me over the phone. I have never acknowledged or accepted this contract. Putting this aside I did try to book an alternative date for three locations in Florida, February was booked, March was booked and they couldn't tell me if there was anything available in April. This sure comes close to Fraud when you promise something that is not even possible but you take peoples money and won't return it.

Desired Settlement: I would like my money returned.

Business Response:

Dear Mr. ***,

Thank you for contacting IHG regarding the difficulties you experienced with booking your reservation for the Holiday Inn Club Vacations.  We greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced. I do understand your disappointment and frustration as this is not the service we expect for our guests. 
It is IHG's goal to consistently provide superior customer service and your comments are very important to us.  The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future.  We appreciate the candid feedback we receive and welcome any opportunity to improve. 

I have called Holiday Inn Club Vacations Customer Service on your behalf. They did provide the number ###-###-#### to give you to call for reservation assistance. I did call the number and it is a working number and does provide the option of leaving your phone number for a call back. I also requested that Supervisor Chiara call you to further discuss your concerns. Your comments are documented with reference #********.
Once again, thank you for taking the time to contact us. We value you as our guest and IHG Rewards Spire Elite Member. I hope you will continue to choose IHG for your future travel needs.

Kind regards, 


Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:


Complaint: ********

I am rejecting this response because:

I called the number provided only to speak to an entry level person that again confirmed dates were not available. They were unable to provide a refund. I asked to speak to  a supervisor to which I was told one would call me.  Supervisor Chiara did not call as stated either.  I reached out to COO of company, and he referred my request to his assistant, who again had an entry level reservations person contact me to again tell me there were no openings at the three Florida resorts and that no refunds were allowed.  I also had one other person reach out to me to only say that supervisor Chiara would be in touch and that she would send her another email to make sure she did.  Honestly I cannot believe the lengths and expense this company will go to, to alienate their top level member and president of a company that spends over $250k per year on Hotel stays.  All of these calls and hours on phones for $299 refund or a booking in a resort that still has availability two weeks away.

Sincerely,

******* ***

Business Response:

Dear Mr. ***,

I have received your most recent contact via Better Business Bureau. Your concerns have been escalated to our Executive Office team. I have documented your additional comments and forwarded them to the Executive Office. I encourage you to continue to work with them. 

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:


Complaint: ********

I am rejecting this response because:

No one called or emailed me this week from IHG per there message.

Sincerely,

******* ***

3/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stayed at one of their hotels (Staybridge NOLA). Upon departure (2/13), I was given my bill in the amount of 1200.44. Upon reviewing my credit card statement, I was overcharged 383.30. I attempted to resolve the problem with the company twice and have two separate reference numbers. I also tried to contact the hotel specifically. I got a call back from Mary and I returned her call, however, a male administrator took the call. He stated that there was error in the amount of 76 dollars which they would refund but the rest was a valid charge. I explained that my bill upon departure did not indicate that amount. He stated that the hotel has the right to bill what they feel is necessary and make adjustments as needed. I explained that the hotel manager had 2 additional versions of my bill indicating various amounts due. When you include my bill that was given to me, that is 3 alternative versions of the bill. The bills being used by the hotel are produced with a date of 2/23/2016. The bill that was given to me is 2/13/2016. I asked regarding complaints to the BBB, consumer protection agency and for fraud and he stated he can't provide any information. I explained if he would like to get a service, get a bill for a specific amount and then get home to find surprise charges. He stated he understands but stated hotels have a right to bill and adjust as they see fit. I asked if this is legal and he stated he does not know the legalities of it.

Desired Settlement: I expect to get my money refunded.

Business Response:

Dear Ms. *****,

I have received your comments regarding the StayBridge Suites New Orleans French QTR/DWTN.  I appreciate the opportunity to further address your concerns.

I have located your previous contacts to Guest Relations. I am happy to see you have come to an acceptable resolution with our Senior Case Manager Mary. I have forwarded your additional comments to the hotel and documented them in the case #********.

Once again, we appreciate you taking the time to share your comments with us.  We know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

2/28/2016 Billing/Collection Issues
2/26/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a platinum elite member for at least a few years and also use an IHG credit card for all of my purchases. I chose to take advantage of IHG's Accelerate 2015 promotion, which ran until December 31, 2015. Completion of the entire promotion would have provided up to 103,700 total bonus points. I worked very hard to accomplish all of the offers as it was a lucrative deal. I completed all 5 of my offers which would have made me eligible for the bonus offer on December 30, 2015. By mid January, the points had not been credited to my account so I called IHG for an explanation. The representative was very friendly and helpful, assuring me that I had completed all offers and that it usually took 6 weeks from the completion of the final stay for the points to be credited. I was told to call back mid February if the points hadn't shown up. By the third week of February the points had not shown up. I first filled out a "point discrepancy" form on their website. Two days later I received a response that one of my rooms was a "non-qualifying" stay. I was very disappointed as this is not what I was told mid January, when I was assured I had completed the promotion and I would receive the points. I scoured over the "terms and conditions" of the promotion and could not find ANYTHING that would lead me to believe that an "overlapping stay" was not allowed. Up to this point, I had earned 10,300 of the possible 103,700 points, meaning that my ONE "non-qualifying" cost me a total of 93,400 points. Disappointed, I called customer service and explained my situation. I kept getting transferred to a supervisor (at least 3 different ones during the same call), none of whom could explain why stays on the same night were "non-qualifying." Finally, they settled and offered me 10,000 points (which they credited to my account). That's not what I was working towards. I was working for the additional 93,400 points, not 10,000. I intentionally paid for two rooms on the same night, my wife and I staying in one, and my sister and her husband in the other. We could have very easily shared a room and saved the cost of the second room. We intentionally did this to complete the promotion. As mentioned above, there's nothing in the "terms and conditions" that disallows this, and the first representative I spoke to in January certainly didn't blink an eye and assured me I had completed all of the required offers. Up until this point I have been more than satisfied with the IHG brand hotels. However, this is not the way I expect to be treated. If no resolution is made, I will certainly be switching to a competitive brand for both my credit card and lodging needs.

Desired Settlement: The remaining 83,400 points credited to my account. (93,400 total earned, minus the 10,000 they already credited)

Business Response:

Dear Mr. ********,

I have received your contact via Better Business Bureau. I am sorry you remain dissatisfied. I appreciate the opportunity to further address your concern.

As you have contacted IHG Rewards Club Service Center several times I have reviewed these contacts. I have added your additional comments to those contacts. There has been extensive investigation into your concerns. It has been advised to you the reasons why we are unable to accommodate your request. We must remain fair to all of our members and adhere to the Terms and Conditions to all. I will in bullet point provide the information again: 
* After checking our record, it shows that you were unable to complete the "Stay More, Earn More" and "Discover Our Brands" offers under the Accelerate promotion.
* You only had 3 qualifying stays during the promotion period. Therefore, you did not meet the requirement for the "Stay More, Earn More" offer.
* You have stayed at only 2 different IHG hotel brands (Holiday Inn and Crowne Plaza) and did not meet the required 3 hotel brands by the "Discover Our Brands" offer.

I did notice in your last communication to IHG Rewards Club Service Center you copied in the Terms and Conditions. I have read through these and have taken these excerpts from there as you provided supporting our decision that your family members room booked does not qualify for completing your individual offers. 
* Only one room per member per Qualifying Stay will be awarded the applicable bonus points.
* Each Promotion Offer of bonus points is available only once to each member.
* A Stay is defined per IHG® Rewards Club Membership Terms and Conditions as one night or consecutive nights at the same hotel
* IHG reserves the right of final interpretation of this Offer.
* This exclusive Promotion is valid and applies to the original recipient only.
* Each Promotion Offer of bonus points is available only once to each member.

In regards to your calling in January, when you were told you had completed all the offers, that was a preliminary assessment. You also stated you were advised at that time to call back in mid-February as all the information had not been received. You also noted that you were given ****** points, that was not in any way a partial payment of the Promotion points but instead a way of showing you our concern for your disappointment and to show you we do care about our IHG Rewards Platinum Elite Members. Your comments have been documented with reference #********.

Once again, we appreciate you taking the time to share your comments with us. I am sorry we are unable to accommodate your request. Your patronage and IHG Rewards Platinum Elite Membership is valued.  We know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


I appreciate your detailed response. However, I am confident that most consumers in my position would interpret the "terms and conditions" the same as I do. I am copying the "terms and conditions" which your response indicates are the reasoning for the disqualification of my stay on December 30, 2015. My interpretation is in red.

* Only one room per member per Qualifying Stay will be awarded the applicable bonus points. (I had TWO stays on December 30, each with ONE room, for a total of TWO rooms)
* Each Promotion Offer of bonus points is available only once to each member. (This doesn't have any applicability to my complaint)
* A Stay is defined per IHG® Rewards Club Membership Terms and Conditions as one night or consecutive nights at the same hotel. (The stays were at 2 different hotels, so this is not a valid argument for disqualification of the stay)
* This exclusive Promotion is valid and applies to the original recipient only. (This doesn't have any applicability to my complaint)
* Each Promotion Offer of bonus points is available only once to each member.(This doesn't have any applicability to my complaint)

I am also aware that this is in the "terms and conditions."
* IHG reserves the right of final interpretation of this Offer.

If I had realized that the "terms and conditions" would have been been interpreted as such, I would have had the stays on different nights to leave zero doubt that I had met the promotion requirements. I paid for two nights, so there would have been no benefit to your company had they been on separate calendar nights. 

Also note, this if the first time I have had to resort to BBB to attempt resolving an issue. In the future, I will make my decisions accordingly, and choose a company whose customers satisfaction is a top priority.

Sincerely,

*** ********

Business Response:

Dear Mr. *******,

I have received your response via Better Business Bureau. I appreciate the opportunity to further address your concern. 

Regarding the reservations that you had for your family member the same night you stayed at another hotel, you did earn points for both reservations. You only get credit for your stay in regards to the promotion. There is nothing more we can do.  I regret that you remain dissatisfied. In order to remain fair to all of our members we must adhere to the same terms to all. 
The IHG Rewards Club members are our most valued customers and we appreciate your loyalty to our hotels as well as your honest feedback. Your comments have been recorded and we have shared them with the management staff of IHG Rewards Club, which will in turn pass them on to our corporate executives that make decisions pertaining to future enhancements of our program.
We look forward to serving you again in the future. I hope that you will continue to use IHG as your preferred lodging of choice.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Complaint: ********

I am rejecting this response because:

If the stay in question is still considered a non-qualifying stay after clearly navigating your own companies' "Terms and conditions" in my previous response, I feel a fair compromise for being misled (the whole reason we booked a second room) would be a full refund for the room rate plus tax for the disqualified room. After all, had I not been misled we would not have reserved this room. After looking through many BBB complaints of your company, a serious rehall of your terms and conditions is needed as many people seem to have been mislead as have I.

Sincerely,

*** ********

2/21/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/12/2016 Billing/Collection Issues
2/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My trip was canceled due to the state of emergency in PR due to the Zika virus scare. My airline provided the option to cancel. This hotel crassly insisted on charging me one nights stay in the amount of $328.89 despite it being cancelled over a month in advance. After calling guest relations Karoline M****** stated she would see I am refunded this amount if I provided a Drs note which I did immediately. Since then I have had to chase her down regarding my refund. I have even been lied to when I call asking to speak with her then when I ask for a manager she answers. This is unacceptable behavior and customer service coming from this hotel. I shouldn't have to go to these lengths to get my just refund that is due to a HEALTH ADVISORY! I was a loyal customer to this hotel until now.

Desired Settlement: $328.89 refunded back to my card immediately

Business Response:

Dear Ms. ********,

I have received your comments via Better Business Bureau. I appreciate the opportunity to address your concern.

I have located your contacts to IHG regarding the InterContinental San Juan, PR. I have added your additional comments to that contact. I also see that Karolina at the hotel has already advised you they have issued a refund per your request and have also advised to allow 3 to 5 business days for the refund to show in your account depending on your banks posting policy. The refund was issued by the hotel on February 09 in the amount of $328.89.

Once again, we appreciate you taking the time to share your comments with us. We know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs.

Kind regards, 


Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

1/30/2016 Problems with Product/Service
1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: as an ambassador member I have requested your assistance with my most recent stay at the InterContinental San Juan Puerto Rico I don't honestly feel that I need to go through every single detail here again but it boils down to two things first of all I pay a premium to be an ambassador member and along with that status I'm supposed to get things like fresh fruit and water I'm supposed to get an upgrade and various other things things that I did not get with my most recent stay I didn't even get the room that I booked I booked an ocean view room and I did not get it and when I asked the hotel I was told they didn't have any rooms with ocean views available first of all I booked an ocean view room second I'm an ambassador member I should have taken priority over your average guest what's the point of paying for the status if I'm not going to get any benefits out of it now you have sent my email to the hotel but the same woman response every time and she did we find a small portion of my stay but it wasn't for the room itself it was for all the extra fees that they added to my bill that shouldn't have been the actual room they haven't refunded yet and considering I didn't get the room that I paid for I think that should happen you're supposed to represent the ambassador members but so far you have done little to nothing to assist me I think it would be best if he manager took over and contact at the hotel not the assistant front desk manager who seems to be the only person I can get but the general manager of the entire hotel needs to be made aware of these issues

Desired Settlement: I want two things first and foremost I want a full refund for my most recent stay at the InterContinental San Juan back to my credit card that's the least that you can do considering I didn't even get the room I booked second I want you to explain exactly what I've been paying for when it comes to the Ambassador service because you're going to be asking me to renew it here in the next few months and so far I haven't got an upgrade I haven't gotten the benefits the fresh fruit things like that that are supposed to come with the status I kind of feel ripped off you took my money and then you didn't give me what I was supposed to get

Business Response:

Dear Mr. ********,

I have received your contact via Better Business Bureau regarding your experience with the InterContinental San Juan. I do apologize for any inconvenience not receiving a requested room type may have caused you. I appreciate the opportunity to address your concerns and regret this continues to be an inconvenience for you.

Unfortunately, there are times when an IHG property is unable to honor a specific room type due to unexpected situations which may arise. Our hotels make every effort to try and honor room type request, but occasionally it is not possible. 

I have forwarded your additional comments to the General Manager and ownership of this hotel.  I know they share our vision of providing the best guest experience possible. The hotel management has issued a credit to your Visa account in the amount of $******. This credit represents a refund of Resort Fee, breakfast and shelter in a storm, please be informed the credit will be reflected in the next credit card statement. 

Regarding your request for a full refund, as you did occupy the room I will not be refunding any additional funds. As a goodwill gesture I have requested ***** points be added to your account. The actions taken are appropriate and support our Hospitality Promise. I trust this will bring a sense of resolution to this matter.

Once again, we appreciate you taking the time to share your comments with us.  We know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


 I am Not sure if you understand that I paid for a certain type of room a room with an ocean view an ocean view room is more expensive than a city view as an ambassador member it says that I am guaranteed there are no exceptions to the rule I am guaranteed certain rooms you should go back and read that and the money that was refunded war for fees that I should have never been charged for to begin with again I'm requesting a full refund your 2000 points is insulting if you're not going to follow your own rules then I'm also going to expect a refund on the Ambassador status I'm paying for something that I not getting

Sincerely,

****** ********

Business Response:

Dear Mr. ********,

Thank you for your most recent contact via Better Business Bureau. I have again reviewed your concerns and regret your continued dissatisfaction. 

Your comments have been documented on a formal level and will remain on permanent record here in the corporate office. I do apologize for your misunderstanding, however, Gold Ambassador Members are not exempt from the resort fees, breakfast and such as you have stated. Nor is room availability guaranteed. As I mentioned previously you are given a priority and our hotels do make every effort to accommodate your requests but it is not always possible. I invite you to review the terms and conditions, you can access them at these links http://bit.ly/1Pg7fyp and http://bit.ly/1Sf4UES.

While I do regret your dissatisfaction I am unable to assist you further in this matter as I have exhausted all of our option at this time. Your comments are documented with reference #******** in my office. 

I appreciate you taking the time to bring this matter to our attention and allowing me the opportunity to explain the parameters of the program. I truly hope this experience does not deter you from staying as our valued guest at another InterContinental Hotels Group property again soon.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


I realize that I have exhausted my options with the BBB and I thank you for your assistance but Brenda you should know this is only the beginning the fact that you continue to ignore that I booked and paid for an ocean view room that's what my reservation says but was given a room with a view of the parking lot those rooms are cheaper we all know this I don't know what you're talking about when it comes to sometimes rooms aren't available I booked this room months in advance so you're telling me that whenever your guest book a room there's no guarantee that the room they're going to get your just going to give them whatever you want whenever they arrive? And ask for the ambassador status no no where on there does it say that I take priority it specifically says you are guaranteed and upgrade guaranteed it says it multiple times I just spent the last 30 minutes reading all the fine print maybe you should go to your own website and familiarize yourself with the rules you don't get to make them up as you go along it specifically says guaranteed upgrade but I received the downgrade my ocean view went to a parking lot view that's not acceptable it also says that I should receive things like fresh fruit and water I did not receive fresh fruit or any water and the resort fees they claim part of that resort fee is supposed to be for internet but it specifically says on your website that internet is free for guests so what is the resort fee for why am I paying for internet if it's free and then they tack on things like storm shelter fees I've repeatedly asked what that was no one can tell me I think that's a way for the hotel too bad their bottom line and I'm going to look into legal options there to see if maybe the hotel is breaking the law again you can continue to pretend like these things didn't happen and maybe the BBB can't make you do the right thing but believe me this is only the beginning I will continue to fight you and I will continue to let as many people as I possibly can know what you have done that you charge guest for rooms that you don't give them and according to your previous letter it doesn't make any difference what you book because we're going to give you whatever we feel like it and it's ok to do that cording to you

Sincerely,

****** ********

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 night at the Grand Stafford Intercontinental Hotel in Hong Kong for March 1 and March 2, 2016. The price shown was with "free cancellation" until Feb.27. I have printed a copy of that and it can still be seen on their website. When I attempted to execute the "free cancellation" I was told that my advance booking rate did not allow for a free cancellation. I spoke with 2 supervisors at Intercontinental, Charles and Emily who both verbally agreed with the misrepresentation on their website. Despite that both of them have denied me any type of reimbursement or credit, claiming that they can not control what the Hong Kong office decides.

Desired Settlement: I would like to receive the "free cancellation" I am entitled to or some other reduction in my price

Consumer Response: 3 person(s) per room maximum I have pasted this from my screen. You can also look at their website for the exact same dates and hotel and when you hit "view rates" the screen, as shown below, will appear.





From 50,000 points
OR ? ?HK$ 1,491.50 HKD
Hide Rates Hide Rates
Free internet safety box minibar voicemail and pillow menu LCD TV w satellite channels pay movies and guest folio. Roll away bed is available at a charge. When you arrive we will do our best to meet your room bed type and smoking pref as these are sbj to avail and cannot be guaranteed
Advance Booking Offer
  • FREE Cancellation until 6:00 PM local hotel time on February 27, 2016
  • No deposit required
  • Must book 2 days in advance
? ?HK$ 1,491.50 HKD
Average Nightly Rate

Business Response:

Dear Mr. ********,

Thank you for contacting IHG regarding your reservations at InterContinental Grand Stanford Hong Kong. I appreciate the opportunity to further address your concerns. 

After further research, I have found your reservation booked via the internet under the advanced purchase rate. When this rate was chosen online, it clearly stated it was fully prepaid and nonrefundable if you cancel. These terms were agreed to online before the system would give a confirmation number. We fully support the restrictions of this rate and are unable to process a refund.

I did go online and replicated the process in booking this reservation. I found that after you choose the room type with a view there is a list of rates available. On the very top right next to each other are the Advance Purchase (restricted) and Advance Booking (flexible) rates both with their cancellation information. The Advance Purchase rate is what you chose which is a little less that the Advance Booking rate. The text that is copied into your notes is for the rate you did not choose. 

I do regret that we are unable to assist with your request for a refund. We do appreciate your business and IHG Rewards Club Membership. 


Sincerely,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response: I am rejecting this response because:  As I said in my earlier email. When you select "view rates" on the box for a room, a new screen comes up which is what I emailed to you earlier. It might very well be that in other areas of the room information it does say differently, but that is not what I saw and what i saw is still there ( unless they finally updated it)

What is amazing is that  Charles, a supervisor, agreed with me on Friday, January 15 and said "I understand what you are saying, probably somebody pasted the "free cancellation" to the wrong box" he provided me with a reference number ********
I also spoke this Monday with an Emily, Charles supervisor, who also said she  agreed with my complaint and would see what she could do for me
Complaint: ********



Sincerely,

******** ********

Business Response:

Dear Mr. ********,

I have received your most recent contact via Better Business Bureau. 

I have located your previous contacts and have reviewed all the notes with reference #********. Without exception I can see that Emily and all the others have advised you of the same outcome. She even sent you an email on January 20 advising of this. Yes, you were told that your concerns would be looked into and they have been, extensively. However, the outcome including Emily's is the same. I do regret we are unable to honor your request for a refund, our decision is final. 

In the future you can always contact our Central Reservation Office for assistance in booking a reservation so that no misunderstanding is made. You can ask any questions you may have and receive an immediate explanation or answer.  

Thank you for contacting us. I do appreciate the opportunity to further address your comments. 

Kind regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response: I suggest you listen to the phone conversations, which are always recorded, with both Charles and Emily.  The question is: was I misled or not? From the phone conversations,it is clear that both Charles and Emily are agreeing with my point. That is why they opened up a case and Emily also asked what would I like to receive to resolve this issue. 

I am not asking for a refund, but rather the right to a "free cancellation" as your website still states on the regular king size room. I also told Emily if they can't offer the "free cancellation" than perhaps a small break on the price to reflect the current price being offered online or even a pass to the lounge, just something to make up for my time and frustration spent on this issue.
Complaint: ********

I am rejecting this response because:

Sincerely,

******** ********

Business Response:

Dear Mr. ********,

I have received your additional comments. I would like to extend further apologies for the inconvenience this situation is continuing to cause.

In correspondence to your last contact you stated your dissatisfaction with the resolution. I have once again reviewed the situation. Our agents are trained to actively listen to your concerns but in no way did they ever agree, but empathized with your comments. I feel that your concerns were fully addressed in our prior email to you. As there is no error on our part we are unable to issue any compensation.

I understand that this is not the response you were hoping for. Your business and IHG Rewards Club Membership is valued and we look forward to making your future stays with IHG the best ever.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

1/15/2016 Problems with Product/Service
1/12/2016 Billing/Collection Issues
1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 19th, 2015 I placed an online reservation for a room at the Holiday Inn in Downtown Nashville, TN with confirmation #******** for January 16, 2016 checking out on January 17, 2016. The base rate for this hotel was $179/night with taxes of $29.80 for a total of $208.80. Upon completing my reservation the IHG.com website advertised a "Best Price Guarantee" which stated that if the same hotel is found the for the same dates along with the same room type and rate restrictions and if an online form is filled out within 24 hours the first night of the reservation will be free of charge. I proceed to search and within a few minutes I was able to find a website - www.amoma.com - that had the same hotel, for the same dates, room type (2 double beds) and rate restriction (refundable rate) at MUCH lower rate of $131/night and with taxes a total of $168. Within half an hour of making my original reservation at IHG.com I submitted an online form for the best price guarantee under reference #********. The next morning I received an email from IHG's "Best Price Guarantee Helpdesk" stating that my request had been denied because "Upon checking, the third party website you provided did not offer your specific hotel and its corresponding rate availability." I assumed this was a mistake so I double-checked the competitor's website and sure enough the lower rate was STILL available on their website. After taking a screen shot of the lower rate I replied to the email stating kindly to please re-check the website for the lower rate and attached the screen shot with proof. Within a few hours of sending that email I received a reply back stating that although they "appreciate my effort" in sending them a screenshot my claim is still denied due to the fact "Since the hotel is not showing on the third party website at the time of our initial verification, we regret to say that your claim will remain not eligible for the Guarantee." This email also advised of their verification process which "we capture screenshots on both sites – IHG and third party site – at the time of our verification. This is part of our verification process to ascertain that we have supporting document to attest the result of our validation." At this point I feel like IHG is trying to do everything in their power to deny the claim. I replied to this email politely requesting THEIR screenshot of the third party site during the time of their verification to prove that their validation process is indeed valid. As of this point I have yet to receive a reply from their helpdesk.

Desired Settlement: In summary I believe that IHG is intentionally engaging in deceptive business practices by advertising a "Best Price Guarantee" however not honoring claims when they are submitted. I fully believe that I abide by all the terms and conditions set forth in the "Best Price Guarantee" policy and my reservation should have the night free of charge as per the policy's verbiage.

Business Response:

Dear Mr. *******,

I have received your notification via Better Business Bureau. I have located your previous contacts and added your additional comments to the notes.  

We do have this dedicated team that handles all the Best Price Guarantee issue. They are trained to handle all these concerns. Unfortunately, I am not in a position to override their decision. 

If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #********.

I regret I am not able to assist you further. 

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because the response includes a link that just goes back to filling our the claim form. This link has no contact information to call this department directly.


I've dealt with this department via email and have come to a stalemate with them simply stating that their decision is final and they cannot provide me proof as to how they came about this decision.

I must reiterate again that IHG advertising a policy that it is not willing to uphold is considered - atleast in my eyes - deceptive business practices and should not be tolerated by a company of this size.

The whole "Best Price Guarantee" department should immediately be under investigation and my complaint should be further moved along the chain of command.

Thank you. 

Sincerely,

****** *******

Business Response:

Dear M. *******,

As previously advised, all communication regarding the Best Price Guarantee is done via the website. On the right side of the page under the heading, "Need More Help?" there are several categories to choose from. 

Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because as previously stated the response includes a link that just goes back to filling our the claim form. This link has no contact information to call this department directly.


I've dealt with this department via email and have come to a stalemate with them simply stating that their decision is final and they cannot provide me proof as to how they came about this decision.

I must reiterate again that IHG advertising a policy that it is not willing to uphold is considered - atleast in my eyes - deceptive business practices and should not be tolerated by a company of this size.

The whole "Best Price Guarantee" department should immediately be under investigation and my complaint should be further moved along the chain of command.

Thank you. 

Sincerely,

****** *******

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Thank you for taking the time to read this. I know i probably wont get anything out of this but i after reading so many reviews for this company i know i need to take action. I recently stayed at a hotel in Montreal, QC Canada. During my stay i encountered several problems. The first part was the front desk at check in told me my parking would be the full amount of $23.00. At check out they claimed they has said 23.00 per night, after sitting there and having the manager argue with myself for 20 minutes they finally y agreed to just charge myself the 23.00 plus tax. That was the first problem. The second problem, during out 3 night stay we had a problem with the toilet, it ran for hours and continuously flushed by its self. i reported this to the front desk who said they would take care of it. The next day someone showed up and took a look at the toilet and advised that we would require to lift the lid and stick our hand in the top to stop the noise... I was shocked.. I couldn't believe they would ask us to stick our hands in the toilet.. any ways we did as we were told. The next day i called down again as the issue still continued. Another gentleman came up and was shocked and said he would report the other worker as there was parts that needed to be replaced. I told the front desk and they said nothing further about it, not even an apology.. When i arrived home to Toronto, i decided to email IHG personally to give a report on what had happened. The hotel responded and apologized and said they would send myself a refund in the amount of 100.00 via mail. I contacted them a few days later and they replied they could actually infant refund the amount of 133.00 Canadian by electronically transfer. I emailed back and provided all the information in order for for the transfer to be completed. The next day i received another email stating that they required the information again. i decided to call in to provide that. The rep on the phone told there was no need for me to have that information as a cheque was in the mail and i would have it in about 10-15 days. 3 weeks passed by and a decided to call in and verify the address on the file. I spoke to a very nice rep named Whitney who informed myself that nothing has ever been sent out.. I was furious.. between the horrible hotel stay and then this.. she said she would look into it and contact myself back. I called today as this was the third day with no contact back. The rep told me there was an issue with my bank information when they were trying the transfer. I had called my bank and was provided all the correct information. I do not see what the problem is here? The rep then said that she could do the transfer but it may take up to 20 days for my bank to process? I am in absolute disbelief. i cant belief that if i had not called again i would have never received anything. This is not a proper way of running a business , I paid well over 700.00 for 3 nights in this hotel, i was told i would be reimbursed the amount of 133.00 Canadian and it has taken multiple emails with different reps, multiple phone calls to the untied states from Canada and being provided with different stories every time. i do not trust your company to own up to anything at this point. From a customer being treated so poorly you should be doing a much better job to ensure to keep DE-escalate the situation.

Desired Settlement: At this point with hours of emailing and on the phone i would like my full refund to be processed for the three nights that i stayed with you. The 133.00 i feel is not sufficient enough to heal the frustration and hours of constant contact for no reason i have had to do. It's not fair to think you can trust a company as big as your to honor a small task. I feel let down and distrusted.

Business Response:

Dear Mr. **********,

I have received your most recent contact via Better Business Bureau regarding your experience with the Candlewood Suites Montreal Downtown Centre Ville.  I appreciate the opportunity to address your additional concerns and regret this continues to be an inconvenience for you.
Further to your correspondence, your concerns have been forwarded to the management and ownership of the aforementioned property. The hotel did not charge you for the 3 nights of parking. We have sent you a check for $100.00 that was issued December 23.  In addition, your comments will remain on file at a corporate level, for use in periodic evaluations of the hotel.  While we certainly regret the experience you had, the compensation that has already been issued is appropriate and supports our Hospitality Promise, no additional compensation will be issued. Please be advised the check sent will be in USD currency and could take up to 4 to 6 weeks for delivery outside the United States. 
Once again, Mr. **********, thank you for taking the time to contact our office.  We hope the action taken on your behalf will bring a sense of resolution to this matter and that it will not deter you from staying with us again in the future.

Kind regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

12/26/2015 Problems with Product/Service
12/26/2015 Billing/Collection Issues
12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We recently stayed at the Intercontinental Le Moana. When we received our room bill we saw that we were charged approximately $120 for a boat transfer from the airport to the hotel, which we did not ask for. When we inquired about the charge, we were told that if we did not want the boat transfer, we should have contacted the hotel before we arrived. When we informed the front desk personnel that we were never notified about the boat transfer prior to our arrival (in fact we emailed before our arrival about another matter and received no response), they said it was included in the confirmation email we received. This was not the case, and we can forward a copy of the confirmation email on request. When we showed the front desk personnel our confirmation email, we were informed that it didn’t matter. We should have been aware of this policy “because the information is clearly posted on the web page." We checked the webpage and found this text on the home page "Our Bora Bora vacation hotel is only accessible by boat from the airport, which is located on a motu (islet). To organise your boat transfer to Bora Bora resorts, kindly contact our concierge." https://www.ihg.com/intercontinental/hotels/gb/en/bora-bora/bobpf/hoteldetail#scmisc=nav_hoteldetail_ic And again on the concierge's web page "Please note the resort is exclusively accessible by boat (6,031 XPF per person per trip), contact us for more information." https://www.ihg.com/intercontinental/hotels/gb/en/bora-bora/bobpf/hoteldetail/concierge#scmisc=nav_concierge_ic The text is misleading and the boat transfer is not the ONLY way to access the hotel. In fact, we had originally planned to take a free airport shuttle to Vaitape then a taxi to the hotel (~$20). In addition, it says the boat transfer must be arranged by contacting the concierge which we did not do. We did not request or even expect a boat transfer on our arrival. In fact, when we arrived we were quite surprised to be greeted by three employees from the hotel. They offered to take our luggage and led us to a boat which they informed us would take us to the hotel. At no time did they mention that this transfer would cost money, so we assumed it was a complimentary service offered by the hotel. It is highly unscrupulous of the hotel management to provide this service without informing us of the costs, which, had we known, would have turned down for our original arrangements of shuttle and taxi. We request that this charge is reversed and our money is refunded. We don’t believe we should be charged for a service we did not request nor were informed of the charges beforehand. We are very surprised that the IHG Hotels Group would ever condone such dishonest and unprincipled business practices.

Desired Settlement: We are requesting that IHG Le Moana refund the charge for $120 on our hotel bill for the boat transfer to the hotel. We believe we were misled into taking the boat transfer when we had already made other arrangements to get to the hotel.

Business Response:

Dear Mr. *******,

Thank you for contacting IHG via Better Business Bureau regarding the InterContinental Moana Beach, Bora Bora. I apologize for any inconvenience this issue with the unknown charges you received has caused. I do appreciate the opportunity to assist. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.

I have forwarded your email to the owner and manager of the hotel so they can take steps to make sure this does not happen to future guests. In addition, in an effort to retain your patronage, I have requested a check be sent to you in the amount of $120.00, on their behalf. This check represents a refund of the shuttle boat charge. You will receive it under separate cover within the next 10-14 business days. 

Thank you for bringing this to our attention. Your patronage and IHG Rewards Platinum Elite Membership is very much valued. 


Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

12/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I attempted to book a reservation for the intercontinental hotel in Miami, Fl from March 17th through March 21st. Online I was able to get pricing for points + $70 per night. I called customer service to book the room using points and money for three of the nights and then I was going to pay full price for the last night. I also told the representative that I would purchase additional points to use points and money for all of the nights if that helped. I have 85,000 points and I needed 15,000 additional points which as of today cost $108.00. She contacted the hotel and proceeded to tell me that not only can I not use the points and money for three nights but I can't for any nights. People travel and utilize hotels for events that are going on. What is the point of participating in the IHG club and having the credit card if I cannot use any of my points when I travel.

Desired Settlement: I would like to have the points and money price honored by paying for three nights with points and money and paying full price for the final night. Or use 70,000 points for two of the nights and pay full price for the additional two nights.

Business Response:

Dear Mr. ********,

I have received your comments via Better Business Bureau. I am sorry you have experienced difficulty in booking a room at the InterContinental Miami At Miami Ctr. I do appreciate the opportunity to assist. 

I have just now checked the hotels availability for Reward Night or Points and Cash reservations. The hotel does have rooms available for 35,000 points a night on your requested dates March 17 for 4 nights. You don't have enough points in your cache, but you can do a Points and Cash transaction. 

I can only assume when you called earlier the Reward Night allotment had been filled but has since opened up again due to a cancellation. Priority Club Rewards nights are similar to other special rates. Only so many rooms per night are available for Rewards Nights, similar to Triple A or AARP. We always recommend booking as soon as possible to ensure availability of Reward Nights. Please contact our IHG Rewards Club Service Center for assist in booking. The phone number is located on the back of your card.

Once again, thank you for taking the time to contact us. We do value your patronage and IHG Rewards Platinum Elite Membership. 

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

12/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Was given a member ID number which turns out to not be mine. The incorrect member ID holder's name is identical to mine and the company assumed we were the same person despite different addresses and contact information on file when booking hotel reservations. Under the assumption the member ID they gave me was mine, I booked a hotel reservation. The reservation was canceled and received threatening emails from the other person. Spent countless hours each day trying to find out how and why this happened without any answers. I have been receiving contradicting information from different levels of management. Company refused to refund my money saying it is policy that the money will be transferred as points to the other person's account. I am fed up with the runaround, different conversations, and my personal information being thrown out to who knows how many other people. I am asking for the below resolution so I can move on with my life and enjoy my honeymoon.

Desired Settlement: Refund my money that I paid for initial reservation, provide me with free one year identify protection for myself and wife, two day complimentary stay at the hotel of my choice, and cancel my membership and dispose of any personal information the company has so I can no longer be affiliated with the company.

Business Response:

Dear Mr. *****,

I have received your contact via Better Business Bureau regarding your IHG Rewards Club account. I do regret the inconvenience and confusion of the situation. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.

I have forwarded your concerns to our Senior Office for review of the situation. I have asked that they contact you to discuss and resolve your concerns. Your concerns have been documented with reference #********.

Thank you again for taking the time to contact us. We do value your patronage and IHG Rewards Club Membership. 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


This is who I wanted to contact from the get go. I do not appreciate Liza F******* harassing me after I told her multiple times that she is not understanding the severity of the situation and is not fulfilling my wish in speaking to someone at a higher level. She keeps contacting me without knowledge of company policy and questions me when policy is read directly from the website. Her behavior and lack of knowledge is unacceptable to handle a situation like this. I will be satisfied when I get and apology and explanation from someone other than Liza as to why my personal information has been disclosed to someone else just because they have the same name. I also want to be compensated for my time, two day complimentary stay at hotel of my choice (that is not IHG affiliated because IHG does not abide by privacy laws and we will never use this company again),and identity monitoring for a year. I also want whatever accounts they recently opened without my consent to also be destroyed. Liza claimed we had an account with our current address when we recently just moved to our current address. Liza assumed making an account stating it was previously existing would resolve the situation.

Sincerely,

**** *****

12/15/2015 Problems with Product/Service
12/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a room on IHG.com on 4/22/15 . IHG team promised to issue for refund after completing the stay due 6/30/15 to their best rate guarantee. As of now 12/6/15 no refund has arrived, getting nowhere with clueless overseas based customer service representatives.

Desired Settlement: IHG.com should refund the amount promised

Business Response:

Dear Mr. *****,

I have received your comments via Better Business Bureau. I do apologize for any misunderstanding or inconvenience this situation has caused. 

I have located your previous contacts to the Best Price Guarantee Department. Unfortunately, we have this team that specializes in these claims and I am not able to override their decision as they have done the research. If you would like to discuss this further you must contact them directly at ******************@ihg.com.

I do thank you for your patronage and your IHG Rewards Platinum Elite Membership is very much valued. I am sorry I am not able to assist you in this instance.

Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


The best price guarantee department ruled that I should receive the refund check. This issue is not about if I should receive the refund or the rules with it; everyone agrees that im entitled to the refund.

Problem is that the best price guarantee department is not authorized to mail me the refund check to my new address after I relocated. They need authorization to do so from the corporate office.


Sincerely,

******** *****

Business Response:

Dear Mr. *****,


Thank you for your most recent contact. I do apologize for my misunderstanding. I do appreciate the opportunity to assist. 


I understand now that your issue is in regards to an earlier claim that was resolved. As you have many with us I would need more information to further assist. Please provide me with the reference # for that claim and I will take a look and see what I can do for you.


I look forward tp hearing from you and being of further assistance. Your IHG Rewards Platinum Elite Membership is greatly valued. 


Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


Hello, thank you for your quick reply. The reference number is No. ********

Sincerely,

******** *****

Business Response:

Dear Mr. *****,

Thank you for your most recent email providing the reference number for this claim. I appreciate the opportunity to further address your concern. 

I have reviewed the multiple notes and contacts regarding this particular claim. As you have been advised several times, per the Terms and Conditions of the Best Price Guarantee Program we can only send the check to the address listed on the reservation. We have indeed done so twice, once on July 14 the other was September 29, 2015. I am sorry you did not receive either check but we will not be sending out another. This is why it is so very important that you provide the correct address information on your reservation. 

I do understand that this is not the response you were hoping for. I regret we are unable to assist you further. 

Regards,


Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:

If you truly read the notes you would know that I provided correct address at the time of the reservation in May 2015. In August, shortly after my stay in July I moved to California. Your company is ignorant of the fact that people move, and when making reservations far in advance like I did, you need to have policy to accomodate this. I'm offering you last chance to send me the funds that you owe me to my new address before I will file small claims lawsuit in my court.
Sincerely,

******** *****

Business Response:

Dear Mr. *****,

I am sorry you feel this way. I have reviewed all the notes regarding this claim. 

However, to be fair to all of our guests we must adhere to the Terms and Conditions that are set for this program. I have documented your additional comments to reference #********.

Have a nice day.

Regards,

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:


IHG refused to forward me or provide any alternative solution for the refund check that is due. I would like BBB to publish this case on your website so other consumers are aware of this practice by IHG.

Sincerely,

******** *****

12/11/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked 3 rooms for 3 nights at the Holiday Inn Manhattan View: Long Island City, NY. At the time reservations were made, we were given a Price Match Guarantee, that said if we found a lower rate within 24 hours, we would receive the 1st night for free. I submitted a price match form online, and was notified the following morning that they had confirmed the lower price, and that they would get back to me. 2 Weeks went by, and I heard nothing from IHG. I emailed them to inquire about the status of my claim, and they gave me a total that was higher than expected. They had only given me the first night free on 2 of my rooms, which were part of our stay. I also prepaid for the rooms at the time I made a reservation, and I have still received no adjustment, despite it having been 17 days.

Desired Settlement: I would like IHG to stand by their guarantee. Whether it be through their refunding me the money, or compensating me with 2 free nights for a future stay. If IHG wants the guarantee to be limited to one room, they should change their terms and conditions to say that the guarantee is limited to one room to avoid situations like this in the future. We would have changed the way we booked if it were stated in the terms and conditions of their own guarantee. I would also like them in the future to credit the difference immediately upon approval of the guarantee. They should also give their customers and updated reservation with the correct pricing immediately.

Business Response:

Dear Mr. ******,


I have received your comments regarding the Best Price Guarantee. I do appreciate the opportunity to address your concern. 


I do apologize for any inconvenience or misunderstanding there may have been. We have a dedicated group that handles all of the Best Price Guarantee processes. I am not able to override any of their actions. You must contact them directly via email for any additional assistance. They can be reached via this link http://www.ihg.com/hotels/us/en/customer-care/best-price-guarantee.


Thank you for your patronage and IHG Rewards Club Membership. 


Kind regards, 

Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********

InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

12/11/2015 Problems with Product/Service
12/8/2015 Problems with Product/Service
11/26/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service
11/21/2015 Problems with Product/Service
11/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I looked at the conference room in {Feb/15} at the establishment in Griffin Ga with the General Mgr. Christie. I informed her that we wanted to have a three day event Nov 6-8 it would include Church Services as well as a morning workshop, I express to her that we were a Church and we make noise(music) Ms Christie assured me that this would not be a problem. So we came back March and booked the event. We paid a total of $600 with the finial payment being made in OctoberUpon setting up, Ms Christie came in the room as said your music is going to be a problem, I have a hotel full, I then reiterated to her that she knew we were a Church and that we would have music. She stated her guest were her priority as that is how they get their ratings .. her words were "I WILL GIVE YOU YOUR MONEY BACK"..at that moment I was unclear if she was asking us to leave... she said no "I WANT YOU TO HAVE YOUR EVENT" I just want you to keep it down. I let her know that I would try to work with her as far as the time frame & level in which the music is played and be finished by 10pm. she yet agreed to give us a refund as now she was asking us to make changes to our event. I went to the front desk to get a copy of the refund receipt.. and to talk with Ms Christie she said that she would give it to me upon check out Sunday and that she would be present. I also said to her that she only needed to refund us $300 as I felt it was right to pay at least Half. our conversation ended on that note Upon checking out Ms Christie had refused not only to give me a refund but would not provide her boss name or their corporate information... I have tried several ways to resolve & communicate but to no avail.

Desired Settlement: I would like Ms Christie to follow through with what we agreed upon and refund me $300.00

Business Response:

Dear Ms. ********,
Thank you for contacting IHG regarding the Holiday Inn Express Griffin, GA. We greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced.
It is IHG's goal to consistently provide superior service and accommodations to our guests and your comments are very important to us.  However, due to the nature of the situation involving a contractual agreement with this hotel, our office is unable to offer any further assistance. We have forwarded your comments to the management of this location for review.  If you wish to pursue the matter further, please contact the hotel management directly. Your comments have been documented with reference #********.
Once again, we appreciate you taking the time to share your comments with us. We sincerely hope the matter is able to be amicably resolved, and you will continue to choose IHG for your future travel needs.
Kind regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because: This Business goes under the heading of Holiday Inn, I feel Holiday Inn should take some form of responsibility but they have failed to provided me with THE OWNERS NAME & PHONE NUMBER they have stated that they don't have it.  Which leads me to believe that Holiday Inn is not concerned as to how their name is represented. This now leave me the costumer in a position to believe that this Hotel or Ms Christie have NO ACCOUNTABILITY TO THIS COMPANY.  shame on you !! HOLIDAY INN

Sincerely,

****** ********

11/5/2015 Problems with Product/Service
11/3/2015 Problems with Product/Service
10/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an IHG Rewards account and have a bit over 81000 points from my Chase IHG credit card based on my purchases. All those points should be counted as qualifying points towards my tiered membership status. However, 60,000 points are not counted into my qualifying points, although those points were posted to my IHG Rewards account. Meanwhile, I have some friends who also have Chase IHG credit cards. Their points received from Chase IHG cards were all counted into their qualifying points. Apparently IHG made this mistake in my account by not counting the 60,000 points as qualifying points. I request IHG to fix this problem in my IHG Rewards account immediately.

Desired Settlement: I request IHG Rewards to immediately fix the above problem and count those 60,000 points towards my qualifying points.

Business Response:

Dear Dr. **,
I have received the notification of your concern regarding your IHG Rewards Platinum Elite Member account. I have also found your previous contact to the IHG Rewards Club Customer Service. 
As you have requested to have this escalated 2 times I must refer you back to them as they are the experts. I have documented your additional comments to Reference #********.
I thank you for your patience, you will be contacted shortly by the IHG Rewards Club Customer Service escalation team. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:
Complaint: ********

I am rejecting this response because:

Nobody at IHG has contacted me regarding this issue yet. Apparently IHG Customer Service wants to kick the ball away to another internal department within IHG.
That is not responsible attitude towards customers at all.
I request IHG Customer Service to contact me immediately for a resolution on this issue.

Sincerely,

******* **

Business Response:

Dear Mr. **,
I sincerely apologize you have not been contacted as of yet. I have reached out to the IHG Rewards Club Service Center on your behalf and requested they get in contact with you as soon as possible even if they are not yet at a resolution. 
I know they take our IHG Rewards Platinum Elite Members concerns very seriously and I know they are doing everything possible to get this resolved.  
I am confident they will be in touch shortly. Thank you for your patience. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

10/21/2015 Problems with Product/Service
10/16/2015 Problems with Product/Service
10/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an IHG Rewards account and also a Chase IHG credit card. In my IHG Rewards account, there are 60,000 points from my Chase IHG credit card and those points should be counted as qualifying points toward the Elite member status. However, right now those 60,000 points were not counted. As far as I know, my friends and even family have the same situation as me while their 60,000 points from Chase IHG credit card were all counted as qualifying points in their IHG Rewards accounts.

Desired Settlement: I request IHG to correct the error in my account and count the 60,000 points from Chase IHG card as qualifying points in my IHG Rewards account immediately.

Business Response:

Dear Dr. **,
I have received your comments via Better Business Bureau. I appreciate the opportunity to address your concern.
I have reviewed your account and it does reflect your status as Spire. Your comments are documented with reference #********.
Thank you for your comments. Have a good day!
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** **

10/15/2015 Billing/Collection Issues
10/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: IHG Offers a Best Price Guarantee, with a claims process and terms and conditions in their website. The guarantee assures customers that they are getting the best price when booking through their guarantee on their own website versus a third party. Guests that find a lower rate have a claims process and terms and conditions under which to work. If all is met they are given the first night of stay free while subsequent nights are charged at the lower rate. After quite a hassle my claim for my reservation was approved through the guarantee. Here is the problem: My reservation/claim was for 7 people in 2 rooms. IHG is only honoring the guarantee for 1 of the rooms despite it being one reservation and claim. The terms and conditions do not exclude this. Further the terms and conditions do not stipulate that it is only valid on one room and what will happen in the event that two are booked at the same time. It says "First Night Free" my reservation for the first night and whole stay is for 2 rooms. Their response is that they can only give 1 night fee. I am looking for the first night (2/15) of the 6 night reservation to be free for the two rooms. Once your claim is validated you are sent an email telling you that any change in reservation or claim by anyone else in the household voids your claim. This means that I cannot change the claim to reflect our two households and file again. More than anything I am appalled by IHG guarantee. The better third party rate is still available. They are guaranteeing something that they do not even attempt to hold true to, only allow for 24 hours after booking to file the claim and have extremely limiting terms and conditions. Then once all is met, they are not truly willing to honor the first night free. In my case they are giving me half of the first night free. Lastly, while the terms and conditions state that the rate will be adjusted. IHG is telling me that I will get a refund check, 4-6 weeks after my stay. Again, not what they guaranteed. I have had such a poor customer service experience with them I am doubtful the check will come.

Desired Settlement: I would like for my reservation to be adjusted so that the first night is free. A night being a period of time (2/15) not a space allotment. My reservation is for two rooms. Both should be free on the first night and then $274 each additional night.

Business Response:

Dear Ms. *********,
I have received your notification via Better Business Bureau. I apologize that you remain dissatisfied. 
I have reviewed the multiple contacts we have had regarding your concern. As you have been advised on several occasions per the Terms and Conditions we are not able to honor your request for multiple rooms. Any additional concerns you may have must be submitted via email with the Best Price Guarantee http://bit.ly/1OnLkpw. I am not in a position to override their decision as they are the experts on the rules of the guarantee. 
I know this is not the answer you were hoping for, I do apologize for that. I am pleased you did get the one room validated. To be fair to all our guests we must adhere to the Terms and Conditions of the program you can view here http://bit.ly/1FUJ06D. It states several times "room" never rooms, also "Guests are only able to claim one (1) free night per stay at an IHG hotel globally, regardless of location.”
I hope this clears up your continued dissatisfaction. We do value your patronage and IHG Rewards Club membership. I hope you do enjoy your stay. Have a fantastic day!
Kind regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:

IHG may be the only people that consider 12/15/16 as having more than one night.  To me one free night means that the first night of my reservation would be free.  The cost of the first night to me is $620.
I have had numerous people read over the terms and conditions, each agreeing with my interpretation.  I understand now that a night is understood differently in the hotel business.  I would suggest that this is defined in the terms and conditions.
It is pointed out that the word room is used rather than rooms.  It does not exclude rooms though.  There is quite the list of exclusions with no mention of multiple rooms.  
I have additional questions and when I just called the number listed at the bottom of IHGs response and was told that I cannot be connected with the agent that responded.  I then gave them my reference number.  I was put on hold for a few minutes before hearing an automated message that customer care was closed, normal, business hours, etc and disconnected.  Despite the agent I was speaking to having my reference number and therefore my contact information, I have not been called back.
I have never filed a formal complaint about anyone/anything before.  IHG has honestly been the worst customer service experience of my life.  

Sincerely,

********* *********

10/9/2015 Problems with Product/Service
10/1/2015 Billing/Collection Issues
9/27/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The IHG sent the promotion of ShareForever in April 2015. I registered for the promotion and completed 15 nights within 2 months and spent more than thousand dollars. Based on the terms of the promotion, I was supposed to receive total 36500 points within 2-3 weeks after the program showed the requirements have been completed and another 28500 points to share with my friend. It's been more than 3 weeks past due now. But I didn't receive the points in my account and when I tried to share the points with my friend. The system didn't actually send the points. I contacted their customer service 8 times through email and phone call. I was either given excuse to wait more time or they pretended they will look into the problem. Actually, no one resolve any thing. I still didn't get the points as advertised in the promotion and left with no choice of getting a resolution.

Desired Settlement: I requested to receive all the points that I earned through the ShareForever promotion plus the 28500 points immediately, which means right now.

Business Response:

Hi *****,

 

I have received your notification regarding Mr. ****** **** ****'s IHG Rewards Club promotion concerns. I have added his comments to the documentation previously recorded when guest contacted under reference #********.

 

I have called the IHG Rewards Club service center and was able to speak with a manager who verified the following:

 

*  Mr. **** has completed 15 nights

*  He should receive 38500 points

*  He has received 500, 3000, 2000, 8000, 25000 = 38.500

*  He didn't stay 30 nights above goal to get 30,000

*  He only stayed 15 nights so he doesn't get the 30,000

*  1,000 points he wanted to share is showing as pending

*  He must go online and reshare 

*  All other rewards need to be reshared so the desired recipient will get them. 

*  The posting time frame of the rewards is about 30 days

 

While I appreciate that I was able to assist with Mr. ****'s concerns it is best that he contacts the IHG Rewards Club Service Center directly for assistance with his account. 

 

Sincerely,

 

Brenda J******      

Customer Care

IHG

Phone - ###-###-####

Fax: ###-###-####

Reference No. ********

 

InterContinental Hotels Group AMER

P.O. Box 30321

Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because

I finally received my 25000 points yesterday. But that is only after I called the 9th time and argued with them and they finally manually added the points to my account. That is only one problem.
However I tried to share the points 500, 2000 and 25000 again yesterday as they responded. But then I got the same problem as last time. The system showed "pending" and the recipient didn't receive anything. As expected, these request will disappear several days later and no point will be shared. 
That is exactly the problem with so-called customer service of IHG. I contacted them 8 times, they always gave me excuse like "wait", "try again", "everything is fine" to turn me away. No one did even look into the problem let alone solve the problem for the customer. 
I already wasted too much time by contacting IHG customer service 9 times. So I requested IHG to return the share points that I earned immediately, i.e. right now. No game playing again.
Sincerely,

****** **** ****
###-###-####

Business Response:

Dear Mr. ****,
I am sorry you remain dissatisfied. 
As previously advised the mechanics of the promotion is there is a 30 day delay to the points being posted. I have forwarded your concerns to the program coordinators for future enhancements. 
We do appreciate your patronage and IHG Rewards Gold Elite Membership. 
Best regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:

This response shows exactly my problem with IHG customer service. They didn't even read my message. It was clearly stated that, I tried to re-share the points according to their response first time and I got the same problem with sharing. I need a solution to this problem and they just gave the unrelated blah-blah to turn you away.

Sincerely,

**** ****

9/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This is BOTH an advertising issue and a billing/collection issue. On July 31, I called to make a reservation for 2 rooms. I initially was looking online and saw a deal that came out to a total of $300-something for both rooms for the entire stay including taxes and fees...I was not sure if it was a scam so I called the hotel and the girl that answered said that they were offering the same rate. After taking some information (travel date, length of stay), she told me the cost would be $226.72. I was surprised that it was even less than what I found online. I mentioned this to the girl and I asked MORE THAN ONCE if this was the TOTAL FOR BOTH ROOMS and she answered "yes" (You can go back and listen to the call). I went ahead with the transaction and provided my email to receive a confirmation...I never received a confirmation. I called the hotel several times and kept being sent to another department which the manager claimed was the reservation dept. but each time I was connected there, they would tell me to hold on so they could connect me to the reservation dept., then the line was cut off. I was finally able to reach someone who realized that the girl had recorded a completely different email than what I gave her (and she misspelled my name). Once that was settled, I finally received TWO separate confirmations in which I realized that I would be charged twice what the girl told me. I explained this to them and the manager was not willing to cancel or even attempt to make things better at all. To make matters worse, I log into my bank account TODAY and see that not only have they TAKEN $226.72 from my account, they charged a fee of $52.96 causing my savings account to be closed because that last UNEXPeCTED WITHDRAW exceeded my limit.

Desired Settlement: I want the full refund I was PROMISED. So far they only return $113 (NOT EVEN FULL 50%). They are now deciding to renig after agreeing to refund me.

Business Response:

Hello *****,
I have received your notification from **** *****. I apologize for any misunderstanding of the guest and for any inconvenience that may have incurred. 
I had a difficult time locating the reservation for this guest as they have provided another name of ********* *****. I have also located the original contact to our office which was documented with reference #********. I have added the BBB notes to that case. 
We were very concerned regarding the claims Ms. ***** has stated, as all our rates are always quoted on a nightly basis, never multiple nights or rooms. In addition, we have located the recorded call to verify what was promised, and it was clearly stated a goodwill refund of $113.00 by way of check would be sent to her. This has been done. In addition, the hotel has credited her 1 nights parking charge as a goodwill gesture. No additional compensation is warranted or forthcoming. 
Thank you for taking the time to contact us and allowing us the opportunity to further investigate the situation. We regret any confusion or misunderstanding with the guest. I take this opportunity to send you our best wishes.
Kind regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I decided to go with hotel based on a total price that turned out to be double of what I was quoted. (There were places that costed less than what you ultimately charged me). One of the last guest relations specialist I spoke to said from his own mouth that he would send me a check in the amount of $226 and change. I asked for that phone call to be reviewed but was told that the call was not recorded. Now you are saying you listened to the call? You are liars! I regret not recording the call as I can see that you have no intention on honoring your word. I will never stay at the holiday inn or any other ihg establishment. I will also make it my mission to leave a review of my experience on every outlet that I can. You are not honest people and you have no integrity. 
P.S Overall, your staff is rude and the hotel was subar. I've stayed in MOTELS that were MUCH nicer and costed far less.

Sincerely,

**** *****

Business Response:

Dear Ms. *****,
I am regretful of your continued dissatisfaction. 
Our documentation of your contact to Guest Relations states you were advised that our calls are randomly recorded and could not be sure the call could be found. However, our Team Manager did locate the call and was able to hear the conversation. You were promised a partial refund of $113.00 due to your dissatisfaction as a goodwill gesture. That promise has been fulfilled. 
Based on the additional research we have done at your continued requests we have found the initial resolution to be appropriate. We do hope to welcome you back as our guest in the future. 
Kind regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

9/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have stayed at Holiday Inn Express many times before. I was grossly disappointed at our last experience. My wife and I had booked two nights (september 5-7) at the Holiday Inn Express located at 12140 E. 45th Ave. Denver, Colorado, 80239. The booking was paid in FULL 1 month ago. We were visiting Denver to attend a wedding in the family. Our flight (********* ****) reached Denver on time at 5 pm on September 5th. We reached the hotel at 6 pm. We were hoping to do a quick turnaround and reach the wedding ceremony by 7 pm. Below is how everything played out. 1. At 6pm, I showed our hotels.com reservation email to the Holiday Inn reception 2. At 6:10 pm, the receptionist claimed they he was unable to locate my reservation 3. At 6:15 pm, our reservation is located and we get the keys to room # *** 4. Getting late for the wedding, we run to the room only to find clothes scattered all over as if someone had already occupied the room. I can't even start saying how embarrassing this was. 5. We head back to the reception 6. Between 6:20 and 6:45, Edgar the receptionist tries different things including checking-in other guests in front of us. He also recommends finding a new hotel. Eventually, he realizes he has given our room to someone else who's last name started with C, just as mine. I am unable to gulp the fact that he had to gall to ask me to go to a new hotel. 7. At 7:30 pm, Edgar finally gives us someone else's room. 8. At 8:30 pm, we reach the wedding which is almost over. I hadn't expected this from a respectable brand such as IHG and Holiday Inn Express. While I understand mistakes are part of business, the behavior of the receptionist was downright demeaning and he was completely at loss of how to deal with the situation. He literally blamed us for booking through hotels.com and asked to check out other hotels. Just to be clear, this was the labor day weekend and it was impossible to find a room anywhere, let alone the fact that we were getting late for a wedding.

Desired Settlement: A full refund is only part of the settlement. I want to see how much IHG value there customers.

Business Response:

Hi *****,
I have received your notification of ***** ******** concerns. I have documented these concerns with reference #********. I have forwarded the guests comments to the hotel management to review with the staff to ensure this does not happen again. I have also reached out to the guest directly. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

9/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am very concerned about the security of my personal information, in particular my credit card data from my last stay at this property. I checked out of this hotel on 18 June 2015 with the bill paid in full $394.37. However on 24 June, clearly 6 days after my departure I was charged an additional $609.07. Then on 30 June, 12 days after my departure I was charged an additional $627.15, for a total over charge of $1236.22. These charges were not authorized and not seen until I received my July statement. I contacted the hotel and was assured the manager would contact me but after a month I have heard nothing. The hotel is absolutely ignoring not only my calls, it is also ignoring the IHG Customer Service emails. I then contacted IHG Corporate Customer Service and they started working the issue. Although my money was finally refunded thanks to IHG Customer Service, I still don't have an explanation as to how and why this happened. I have been trying for over a month to find out what happened. I have contacted IHG Customer Service and they have also tried contacting the hotel to get answers. That has also failed. Another question is why the hotel is apparently retaining my credit card information well after my checkout. None of my questions regarding how and why have been answered. I see this as a major concern. Had I not caught this unauthorized charge on my credit card the hotel would have never refunded my money.

Desired Settlement: I want answers as to what happened and to ensure this doesn't happen in the future. I also want to ensure my personal information and credit card information is not being retained any longer by this property. Because this has taken over a month still without answers, the manager just ignoring mine and IHG emails, I also want to be compensated jumping through hoops trying to get my corporate finance to understand the issues, having to contact my credit card company to dispute the charges and the time that it has taken sending and answering multiple emails over the past month to get this matter resolved.

Business Response:

****o BBB,
I have received your notification regarding Mr. ******** *****'s concern. I have located his previous contacts to our office with reference #********. I have reopened the case and added his additional comments. I have contacted the hotel and will keep his case open on my desk till the hotel responds. I have also responded to the guest directly advising of this. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response: While I appreciate continuing to contact the hotel, that doesn't resolve the issue at hand. To be honest, this is the same response I have been getting for going on 2 months, so it's not a resolution just a continued update on emails and phone called IHG is making. This matter should not be closed until this is resolved. I'm sure IHG has much more leverage to get this resolved than to have the case manager send an email or make a phone call to the business. Although each property may be independantly owned, IHG is ultimately responsible for what has happened and determining how to resolve a matter of a breech of personal information such as my credit card. I don't want this matter closed until it's resolved. 


Complaint: ********

I am rejecting this response because:

Sincerely,

******** *****

Business Response:

Greetings BBB,

 

I have received your latest notification for Mr. ******** *****. I have not been able to gather nor provide the information the guest is requesting. I have exhausted all of my resources. I have advised Mr. ***** to contact the hotel directly as they are the only ones that have access to their accounting. I have provided the hotels and General Managers email address. 

 

Regards,

 

Brenda J******      

Customer Care

IHG

Phone - ###-###-####

Fax: ###-###-####

Reference No. ********

 

InterContinental Hotels Group AMER

P.O. Box 30321

Salt Lake City, UT

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

This response from is nothing more than an attempt of IHG Customer Service trying to pass the buck... It is not even an attempt to provide a resolution.

 

My very first action when this happened was to notify the business directly. I left several messages to have the manager or hotel representative contact me, which obviously never happened. Because I could not get in contact with the manager, nor did she ever call me back I contacted IHG customer service. I find it extremely disturbing that a business your size and with the leverage you have especially since they are representing you, that a customer service Case Manager just throws their hands up and says "the **** with the customer, you do it yourself". And essentially that's exactly what is being said.

 

IHG has a responsibility to the consumer to police themselves and when you have a property that isn't responding you have the responsibility to take corrective actions; neither of which are being done.

 

I want IHG to taken the corrective actions to get this matter resolved. All I have received so far are excuses of what you haven't been able to accomplish. I also want the phone number to Mr. Richard S*******. Obviously he is unaware of the inability of IHG customer service to resolve serious matters such as properties fraudulently charging of customer’s credit cards.


Sincerely,

******** *****

9/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 08/31/15 my wife, myself, mother-in-law and 5yr old did a late night check in on our way home from a long day of driving. i showered and went to bed. about an hour and a half later my wife woke me up screaming, "this room has bedbugs!" she said she felt something biting her, she went to check her arm in the bathroom to find a red mark. she then went back to the bed to find a bed b ug underneath the pillow. I took pictures and video taped the room, the room number and the bedbug. i called the front desk to let them know I was checking out. The attendant offered another room but at that point who could sleep? he offered a refund and said management would take care of it. i have called them every day for four days, on the fourth day the manager said "an exterminator went through the room and found nothing so you are not getting a refund"

Desired Settlement: refund

Business Response:

Hi *****,
I have received the notification of Mr. ******'s concern. We have an active case opened in our office already #********. Our Executive Office is handling the guests concerns. I have forwarded these additional notes to the Executive Office for handling with the guest directly. 
Sincerely,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because: i spoke with them and was told they couldn't do anything it was up to that individual hotel.

Sincerely,

****** ******

Business Response:

Hi *****,
I have received your additional guest contact for Mr. ****** ******. Mr. ******'s concerns have been forwarded to our Executive Office. They are conducting a thorough investigation. Mr. ****** was contacted by our Executive Office on Sept. 03 advising of this. He was also advised that the investigation could take up to 21 days. This is still an active investigation and Mr. ****** will be contacted when it is completed. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will wait the 21 days.

Sincerely,

****** ******

9/16/2015 Problems with Product/Service
9/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started a case with IHG for an issue with one of its hotels on 05/14/2015. It took until 08/17/2015 to get an email response from IHG. This is after numerous calls to try to reach the person taking care of the case (referred as "this person" or "she") and extensive aggravation trying to talk to this one person who never answers her phone and does not return phone calls. In addition, IHG said it is siding with its hotel despites this person only talked to the hotel and did not talk to me. She decided for the hotel based on the hotel version of events. She said that she called me numerous times, but I do not have any records on my cell phone that she called and she never left a message. The only contact via phone was a very brief call on 07/16/2015, which I told her I would call her back, but could never reach her. IHG is not talking to me and closing the case.

Desired Settlement: I would like to get a refund for $91.53, the price I paid for the hotel room, for the lack of response and service from customer service at headquarter.

Business Response:

Hi *****,
I have received your notification of Ms. *** *** comments. I have added them to case #********. Decisions were not based solely on the hotels version, we have in writing what Ms. ***'s concerns are and together with the hotels accounts have been taken into consideration.  Extensive investigation and many contacts to the guest have been done both via phone (which always goes unanswered) and emails sent. Guest has been provided with the phone number to our Executive Office agent that is personally handling her concern and advised for any further handling or discussion to please call Kari in our Executive Office. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last October, I was invited to buy a vacation package, priced $199.00, and I was informed that the package was refundable, as long as it was not used before cancellation within a year. Nor I was informed that only 4 locations can be chosen from. Earlier this year, when I tried to book a vacation to California, I was told that it was covered. Later, I felt that I could not utilize the package, so I called and emailed them to cancel it. But then I was told that the package was non-refundable, and I tried multiple times to resolve this, but they refuse to refund me and they claimed that they had given me all the information from the very beginning. So I double checked the initial several emails they sent me, I did not see the information about non-refundable, nor do I see only 4 locations can be chosen from.

Desired Settlement: full refund.

Business Response:

Hi *****,
I have received your notification of Mr. *** ****. I have documented his concerns with reference #********. I have requested the hotel contact Mr. **** directly to resolve. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - ###-###-####
Fax: ###-###-####
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

9/13/2015 Problems with Product/Service
9/12/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/6/2015 Problems with Product/Service
9/4/2015 Problems with Product/Service
9/2/2015 Problems with Product/Service
9/1/2015 Problems with Product/Service
9/1/2015 Problems with Product/Service
8/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was billed for a stay that I cancelled well in advance. Their concellation Policy says 7 days. I spoke with Kayla, Nikki M****, Mike, Rose Ann, Je Made reservation on 7/2/2015. My son's house closing was postponed, my husband planned to come to the closing. My husband is disabled and we need a hotel staff that is trustworthy. On 7/17/15 I contacted Nikki M**** at *****************@ihg.com to cancel. I also spoke with Kayla at *************. Also spoke to Mike at same number. I received an email from Holiday inn and immediately went on line to talk to Rose Ann who sent 'not show not cancelled'. I called Jerard who confirmed the reservation had been cancelled on 7/15/15.

Desired Settlement: I should not be charged for the stay.

Business Response:

Hi Kristine, 
I have received your notification regarding Mrs. F********'s concern. I have documented her contact with reference #********. I have also contacted her directly via email and offered her an alternate solutions so not to loose her deposit. 
Regards,
Brenda J******      
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

8/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have documented my complaint here:http://www.crownplazaatlanta.comAt the Crowne Plaza Hotel in Downtown Atlanta, Georgia and the injustice, apathetic attitude and insensitivities they exhibited toward me and my family during a recent visit. In a nutshell, I will detail how fraudulent activities took place right under their noses by someone posing as me, even after I reported suspicious activities and charges on my credit card immediately. Their lack of investigation led to a felonious perpetrator fraudulently running up hundreds of dollars on my card, which was "securely" on file with the hotel. It may have continued had I not cancelled the card. And I didn't cancel it earlier because they stated "we need time to investigate". Do they have security cameras? Did they question the cleaning staff or room service delivery personnel, while the person was runing up a room service delivery tab (This was going on DAYS after I called mind you). Or better yet, the cleaning supervisor, whom asked me as I and my family was leaving with bags in tow, "are you checking out?", to which I answered "yes", to which she replied, "I'll be sure to inform the front desk."The week that followed was a barrage of insensitive implications that bordered on accusations of "me" or my "daughter" (who happens to be a straight A student at one of the country's top 10 challenging signature schools ...Washington Post) being the offenders and a distancing of any responsibility on behalf of the hotel. I will present and post my records that show more that a dozen phone calls, emails announcing concern and me pleading my case, official police report and the condescending email replies I received from hotel administration.My real beef is that, had they checked my room or done ANY level of competent investigation when I initially called, they would have caught the felons red handed, who by the way, continued the antics for several more days - while "they were investigating". Product_Or_Service: Hotel Stay - fraud

Desired Settlement: DesiredSettlementID: Billing Adjustment REFUND MY MONEY

Business Response:

Hi Kristine, 
I have received your notification regarding Mr. M*****. I have located his contact to our office previously. I have added his comments to the documentation we and the hotel have been looking into. I was advised today that the hotel did issue a full credit to the guests credit card on August 03, 2015. 
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

8/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 17th I checked into the said location. Upon arriving I was advised that I would be charged a deposit of $50 due to booking the said room via booking.com. The room was paid for July 17th on full. Well I was charged twice in tthe amount of $256.24. I've tried to resolve this issue in person with Michelle the manager and pay phone once I returned home. The service I received was horrible not too mention the NSF fees associated with the double charges. I attempted to get both the bank "regions" & Michelle from the hotel on a conference call. The bank rep confirmed the charges and provided her the approval number for both charges. Here's my issue, even after the bank confirmed these charges Michelle still said there was nothing she could do. I'm out $256.24 plus the $36 NSf with $0 until I get paid which is 3 days away. How do you tell your kids they can't eat because someone messed up. I was embarrassed at the grocery store when my card was declined. This entire issue could've been resolved when I 1st spoke with Michelle Saturday morning. At that time she insisted that I would not be charged twice and now look. No money, no food, and horrible customer service. Not to mention the room was $246.24 I'm still having a hard time understanding how or why was I charged the wrong amount $256.24 twice which cost approximately $512. Product_Or_Service: Hotel Room

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to hear from the General manager or owners of this property. This is fraudulent activity which caused alot of grief for me and my family. I want a refund and compensation for the stress associated with this issue.

Business Response:

Hi Kristine,
I have received your notification regarding Ms. Kenya J******'s concerns. I have located a case #******** previously opened in our office regarding this concern. The hotel has been contacted and responded stating they have advised the guest they did not receive payment from Booking.com. They did authorize the card and charge the guest for the stay. The authorization hold will automatically drop off according their banks individual policy. I have responded to the guest directly advising of this. 
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Complaint: ********

I am rejecting this response because: I think you guys are not understanding what I've been stating for the past two weeks. I was charged a total of $512.48 for something that should have only cost $256.24.  There was a total of 3 charges to my account and only 1 of them dropped off forcing me to pay (256.24 x2) which equals $512.48 .  I made reservations for check in Friday 7-17-2015 through Sunday 7-19-2015 for $256.24 not $512.48.  The $512.24 caused my account to occur NSF fees and I tried to explain this 5 times I even contacted Michelle with my bank on the line for a conference call. The issue still was not resolved, the customer service agent verified both charges which totaled $512.24 plus a NSF fee of $36 .  He even provided her the approval number for both charges and still Michelle stated thats not what her records showed. Per the advice of the bank  I needed to submit a claim form for fraud  in order to start the process of getting $256.24 (1 of the charges) refunded.  My bank cut my old card up and I have yet to receive my new bank card (which takes 5-10 business days). This issue has stressed me out completely. I was without money for 3 days thanks to your Holiday Inn employees. What they did was wrong and perhaps illegal, not once did anyone take their time to listen. This entire situation should have been avoided on Saturday 7/18/2015 when I walked to the lobby and attempted to explain to Michelle that I had at that time 2 charges that posted and 1 pending for one hotel stay. I'm requesting a full refund in the amount of $512.48 for the hell your company put me through.  I have all of my paper work to prove that what I'm stating happened. Michelle should be fired, no manager in their right mind would carry on the way she did. I'm certain other customers have complained about this woman, take heed before she causes your company a lawsuit.

Sincerely,

Kenya J******

Business Response:

Hi Kristine,
I have responded directly to Ms. Kenya J****** requesting additional information as I am not able to locate a reservation in her name. I would also like to further understand the situation to investigate to the best of my ability. I have asked her to respond to me directly as soon as possible with the additional information. 
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Complaint: ********

I am rejecting this response because:  I would prefer to communicate via BBB.

The rooms were booked under Cynthia E*****:
Booking number: *********
Check-in: Friday, July 17, 2015 (from 3:00 PM
Check-out: Sunday, July 19, 2015 (until 11:00 AM)
Booked by: Cynthia e***** 

2 days prior to arrival I was advised to call Holiday Inn directly to pay for my room which I did and this was the 1st time I had given my cc information to anyone regarding the reservation. The second time was the day we arrived to check in. The charges I occurred were on 1 card (mine) ending in ****.

Sincerely,

Kenya J******

Business Response:

Hello Kristine,
I have received your additional notification regarding Ms. Kenya J******'s concern. We have researched this billing issue with the hotel several times. I have contacted Ms. J****** several times. While we sincerely regret the situation we are unable to verify the 2nd charge the guest is speaking of. Unfortunately, we are unable to investigate and resolve this billing concern further. Therefore, we have recommend Ms. J****** contact her bank or credit card company directly.
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:  I receive an email from IHG this morning that states something completely different. Please review a copy of the 

email attached. 

*****************@ihg.com

1:43 PM (21 hours ago)
to me

Dear Ms. J******,

I have some updated information regarding the charges you received from the Holiday Inn Express and Suites Atlanta N - Perimeter Mall Area. I do understand how this has been stressful for you and I really wanted to help to the best of my ability.

As I mentioned in my previous contacts with you, I do not have access to the hotels billing. However, I continued to review all the notes and decided to give the hotel another call. I spoke with Michelle again and asked her to look into both reservations that were booked via booking.com. As they were booked with the same credit card ending in ****. It was determined that when you book with a third party (booking.com) they are prepaid reservations. Both yours and Cynthia's reservations were paid by your card ****.

There was only one charge on your reservation, but there was another charge on Cynthia's. You will need to ask your friend to reimburse you for her hotel stay or ask her to contact the hotel directly at *** *** **** and provide her credit card to be charged. She will also need to ask the hotel to issue a refund to your credit card for her room at that time. I am pleased to finally have an answer to what has happened in this situation so that you have options to recoup your money.

Thank you for taking the time to contact us. Your patronage is appreciated and I am so happy to have answers for you. Have a fantastic day!

Best regards,

 

Case Manager
Guest Relations
IHG
Reference No. ********

United States and Canada
Phone: *** *** ****
Fax: *** *** ****
Email: *****************@ihg.com
www.ihg.com

Europe, Middle East and Africa
Phone: +** *** **** *** *** (toll charges apply)
Fax: +** *** **** *** *** (toll charges apply)
Email: ******************@ihg.com
www.ihg.com

Asia Pacific
NZ: +** * **** ****
AU: +** * **** ****
Intl: +** * **** ****
Fax: +** * **** ****
Email: *****************@ihg.com
www.ihg.com

____________________________________________________________________________________________________________

My Response to this:

Please help me understand what you're email is stating: So if I'm reading it correctly, you found the issue. One being you charged my cc for someone else's room without my permission and you want me to contact the said person for them to refund me. Two, CC ending in **** was declined and is not the card in question, we were all notified to contact Holiday Inn to pay for our rooms individually on July 15th,2015. This was the first time I gave my cc info ending in **** to anyone.  CC ending in **** is my cc and it was the card that was charged twice. I didn't give anyone permission to charge both rooms to my cc your company did, so your company needs to FIX it.
Why haven't I heard from the owners about this issue. Do I need to get an attorney involved? This company is treating me like I'm a criminal trying to de-fraud you guys when its the other way around.
I've already advised them that I prefer to communicate through  BBB but I'm still receiving email to my personal email address.

Business Response:

Dear Ms. J******,
In response to your most recent contact to IHG Guest Relations office via Better Business Bureau. I appreciate the opportunity to further address your concern.
Ms. J******, I did receive the bank statement that you sent in and it does clearly show the two charges with card ending in ****. Now you are saying it is another card that you had the charges on? I also have reviewed the confirmations for you and your friend and they were both booked with booking.com within a couple minutes apart. When you booked the reservations via booking.com the card used is the one that pays for the reservations. The hotel has advised me that this is what happened and why both reservations were charged with the same card. 
I have exhausted all of the resources at my disposal. I have shared with you all of the information that I have been able to locate. At this point your best course of action is to request assistance from your banking institution. 
Once again, Ms. J******, we appreciate you taking the time to contact Guest Relations.  I regret that our office is unable to assist you further.
Kind regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:
I know what my card ends in and it ends with ****. I dont know why both payments were submitted with **** attached to it.That was something your employees included, But that is ok since you guys are still clueless I'll proceed to step two. I choose BBB for a paper trail. You guys were given every chance to correct this issue. Thanks for nothing but this is not over. You have also dropped the ball along with clueless Michelle.

Sincerely,

Kenya J******

8/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stayed at the Staybridge Suites in Montgomeryville PA this past year in Jan. and Feb. I had a nice stay, and had negotiated a rate of 94 at both of the hotels the management company operated there, I think the other was a Hampton Inn. My problem is a $300 charge on 2-20-2015 that was not authorized or accepted. The hotel has not told the truth about the charge being for upgraded room( which they offered complimentarily) , and also for setting a requirement on the number of days I had to stay. I negotiated a rate of 94 without a stay requirement. The rate of 94 was negotiated at either hotel, and since I am a platinum member at IHG, they got my business.

Desired Settlement: I want the 323.48 unauthorized charge from 2-20-2015 refunded to my IHG credit card. I want the hotel to apologize for telling untruthful statements to the credit card company to keep charging me the 323.48, I believe this has happened 3 times now. I want the credit card company contacted and I want the charge verified as unauthorized.

Business Response:

Hello Kristine, 
I have received your notification regarding Mr. C*******'s concern. I have located a previous contact to our office and have added his comments. I have also responded to Mr. C******* with a in depth explanation via email. 
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:

There is no documentation to back up the charges made to my IHG credit card.  

Sincerely,

John C*******

Business Response:

Dear Mr. C*******, 
Thank you for your most recent contact. I apologize for your continued dissatisfaction. I do understand your frustration. 
As I have mentioned in my previous email, the structure of any extended stay property is "the longer you stay, the less you pay". That is what sets them apart from other hotel brands. 
However, due to your misunderstanding of this as a one-time goodwill gesture I will mail you a check for $****** to the address you have on file. You will receive it under separate cover within the next 10-14 business days. 
Once again, thank you for contacting us. We do appreciate your IHG Rewards Spire Elite Membership. Have a wonderful day!
Kind regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable.

Sincerely,

John C*******

7/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The fact of the matter is Birmingham Express-Holiday neither gave me a straight answer to my very specific question nor they did not have any Sign for anyone to see that a much higher will be effective following the first day stay there.

Desired Settlement: DesiredSettlementID: Refund I want Birmingham Express Holiday INN to refund the charges that were beyond what they told me for two days stay in their hotel.I specifically clarified as to how much it will coast me for two days (7/12/2015 and 7/13/2015) at their hotel. I have have been very vague answring my specific question.I tried to clarify my quiestion several times both when I checked in the morning and again with the evening staff at the frontt desk.I got two differnt answers. The compla

Business Response:

Hi Kristine,
I have received your notification of this guest contact. I have created a case in our office documenting the guests concerns with reference #********. Guest has not provided enough information to assist. I have sent him an email requesting additional information so that I may be of further assistance. 
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I believe  that the business was not trying to  resolve my  issue. They have only asked the same questions that has been already very clearly addressed in my compliant to BBB.
Basically I believe  the business is trying to buy time .  I am herewith attaching my response to the business which BBB will  find that my answer has been addressed in my complained to BBB
in detail.
Thank you,

Sincerely,

Winston * W*******

Business Response:

Dear Mr. W*******,
Thank you for contacting IHG regarding your stay at the Holiday Inn Express Detroit-Birmingham. I appreciate the opportunity to assist. 
  
I apologize for not having the information of which hotel you had stayed at. Now that you have advised it was in Michigan I have contacted the correct hotel. I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly via email within 48 hours to discuss your concern and also to report back to my office with their findings.
Thank you for your patience.
Kind regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:

BBB,

There was no resolution from the business to resolve the issue, instead the business  has forwarded my complaint to the actual people and source of the issue, meaning my complaint was forwarded the people who has been the  original cause of the issue.

In short the business is passing the Buck to people who have disguised the charges, [per my complaint] who has been rude and behaved in an unprofessional manner and the business calls this party as its management.

Basically the business telling the lamb to get the advice from the same fox and resolve its own issue.

When I brought my case at the HI hotel’s front office on 7/14/2015, the only person who came forward to respond in place the Hotel management, was person who was dressed up like cleaning person and spoke in the same attitude and manner. This incident has been described in my complaint very clearly.

 

And this was the only reason why I decided to take up this matter to Hotel’s Corporate Office. 


Complaint: ********

I am rejecting this response because:

Sincerely,

Winston * W*******

7/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been Intercontinental Platinum for years, primarily because I signed up and pay the membership fee to have the Chase Intercontinental Credit Card. With it came the highest elite status, Platinum. Recently, Intercontinental Hotels introduced a higher status, "Spire" which then devalues the Platinum status, which was the whole reason I switched over from Hyatt to IHG to begin with. How do you s*** someone on the fact that if they switch to IHG from another brand, open a credit card, and t*** them that they'll have the highest tier status and the benefits that come with it, then go and lower the status levels by introducing a new level "Spire"??? It's not right. I've moved my credit card to Chase\IHG, I pay the annual fee to have the status, and now it's a rug pulled out from under my feet to have dropped a notch because you decided to introduce a higher status that has the same requirements as my existing status.

Desired Settlement: Not sure how to even handle this. It's not fair that You had promised the highest status, and now you devalued the statuses so I have a lower status now be default.

Business Response:

Hi Kristine,
I have received your notification of Andrew B***'s concern. I have opened a case #******** documenting his concerns. I have emailed the guest directly explaining he has not lost any status or benefits he has previously enjoyed. His Platinum Elite status is very much valued.  
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 

Consumer Response:  
Complaint: ********

I am rejecting this response because: This is an absolute farce. How do they say I'm not losing status? There were 5 status levels, and my credit card came with the upper tier. That means there was no status higher than mine. Now there is a tier higher than mine. So by adding a tier above me, my "best tier status" has been diluted and knocked down a notch.

Seriously, I think it's embarrassing that IHG has their entry-level customer service agents answering BBB escalations. Appalling. 

Sincerely,

Andrew B***

Business Response:

Dear Mr. B***, 
Thank you for taking the time to share your comments with IHG Guest Relations. We appreciate all of the feedback we receive from our guests.  
 
I again am sorry you feel you are losing status. As I have mentioned you have not lost any benefits that you have always enjoyed. Yes we have added another tier with requirements that are not associated with the credit card usage. You still have the highest status for our credit card members. Your Platinum membership is very much valued. We have documented your comments with reference #******** and have forwarded them to the appropriate parties.
 
Once again, thank you for your comments. We do appreciate your business and your IHG Rewards Platinum Elite Membership is valued and we hope your future travel plans continue to include IHG.
Kind regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

Consumer Response:  
Complaint: ********

I am rejecting this response because: The response you keep giving is entirely not true. The credit card promised the highest level of IHG elite status. Furthermore, when you state "you didn't lose any benefit or get knocked down in status" that's entirely not true. If an Olympic medal is Bronze, Silver, and Gold, someone who wins gold is the best, top finisher. If they then say ok we're introducing a new medal, "Platinum" and someone finishes gold, they're in second place now. To say they're as good as they were before is complete nonsense.

So now I am no longer top-status, so I'm no longer first to get upgraded, first to have rooms held for early check in\late check out, special requests, etc. The whole reason I have remained loyal to IHG is because of the status I've maintained. It's clearly been devalued. If you don't see it that way, you may want to educate yourself further.

Sincerely,

Andrew B***

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 22, 2015, I booked and paid for a non-refundable 3 night stay at this company's Intercontinental Presidente Resort and Spa in Cozumel Mexico. All over their web page they push their BEST PRICE GUARANTEE! Within 10 minutes, I booked my plane flight with American Airlines and they advertised a lower rate for the same hotel, same room type, same dates, etc. The American Airlines quoted price was $52.65 per night cheaper. Since I already booked directly with the hotel I was not able to take advantage of the lower price with American Airlines. The hotels policy states that if I find the same room for the same dates at a lower price then my first night will be free. The same day, I filed a LOWER PRICE CLAIM with Intercontinental Hotel Group which was promptly rejected. I even provided screenshots of the online offers from both Intercontinental and American Airlines which showed the dates, room type and rates. They still rejected my claim.

Desired Settlement: I think this is false advertising and the company should honor its guarantee as I relied on this information at my financial detriment. If the company is not willing to provide the first night free as advertised then they should at least honor the rate that American Airlines offered to me.

Business Response:

Hi Kristine,
I have received your notification of the concerns from David R*****. I have located a case #******** that was opened yesterday July 22, 2015 by our Best Price Guarantee Department. I have added his additional concerns and provided Mr. R***** with the information and links necessary if he requires additional assistance. 
Regards,
Brenda J******
Customer Care
IHG
Phone - **************
Fax: ************
Reference No. ********
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT

7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am an IHG rewards member and I redeemed points for 2 rooms to stay at the Holiday Inn Express in Egg Harbor Township, NJ, on July 11, 2015. We checked into 2 rooms (431 and 433). When we entered our room, we realized there was no phone in the room. So we called the front desk to let them know. They sent us a phone. Then the rest of our party in the other room realized there was no refrigerator in their room and no kettle either, so they had to use ours. Later I had to call twice to get extra towels for our room. We still didn't get them so I had to walk down to the front desk to bring the towels back to our room. Also, one of the main reasons for booking this hotel was the free internet. The whole time that we were at the hotel the internet connectivity was so poor that I couldn't even one webpage. It was the worst experience I have ever had at a hotel in my entire life. This was the biggest waste of points ever.

Desired Settlement: A call from the manager and refund of my points.

Business Response:

Hi Kristine,
I have received notification of Ms. J******'s concerns. I have created a case in our office with reference #********. I have documented the concerns and forwarded to the hotel management. I have emailed the guest as well as pasted a copy of the email into the case. I have returned the points the guest used for her stay. 
Regards,
Brenda J******
Customer Care
Phone: ************
Fax: ************
IHG
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 84130

7/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Last week I've booked a holiday in a crown plaza Manhattan via IHG.com. When I finish the booking I found out that they promised "best price guarantee" service. By the terms of this service " if you find lower price on other site that match the original reservation but cheaper, we will provide you with the first nights room price at IHG hotel free and match the lower average nightly room price..." "You just have to submit claim form on the IHG.com" So I do find better price on the same room on booking.com and made there a reservation too! I went to the IHG.com and complete a claim form. But after few hours i don't get response, so I just made phone call to the customer support. they said that its ok and I have to give them 72 hours to respond.... I call again day after, they said that will check and respond via email. Day after I got an email that's they didn't receive any claim. I put claim again and wait 3 more days. But still nothing!!! Then I called again, the agent on the line told me that he will ask the price guarantee dep to contact me. After one hour I receive email from them said "due to the fact that they don't receive the claim within 24 hours from booking they denied claim"!!! I have all the documents that prove it ,I submitted claim one hour after the claim. I think it's a very convenient to not receive the claim within 24 hours and not stand behind your promise about "best price guarantee ". Today I received email from Joann Manasan Senior Case Manager Best Price Guarantee Helpdesk IHG ,"they sorry about the inconvenience but even if they understand the problem with claim the price that I found on booking.com is the same... I attached the bough reservations... Stay away IHG!! Big company with service of third world hostel. Unfortunately its not possible to add photos here to show everyone all the facts!!! the price via IHG.COM is 1558 usd and the price via Booking.com is 1357usd! Shame on you!

Desired Settlement: to step behind thei promisses and give the best price guarantee!

Business Response:

Hi Kristine,
I have received your notification regarding Mr. F*****. I have added his concerns to the existing case notes reference #********. Unfortunately he must continue to work with the Best Price Guarantee department. I am unable to override their decision as they have done all the research and I am not able to at this late date. I have provided the contact information for the guest. 
Regards,
Brenda J******
Case Manager
Customer Care
Phone: **************
Fax: ************
IHG
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 84130

7/27/2015 Problems with Product/Service
7/22/2015 Problems with Product/Service
7/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughter, Aaliyah J**** was visiting Maspeth and stayed at the Holiday Inn Express in New York. She checked in on July 3rd and checked on July 5th. She was only there mostly for overnight purposes and was gone throughout the day. She paid a $50 deposit, which was not returned. She was then charged an extra $200 which she was not made aware of until she tried to use her bank card and it was declined. She then tried to find out why she was charged the money and was informed that it was for damages because they had to replace something. When she checked out of the hotel, there were not any damages to the room. She stated that it was left the same way it was given to them. They couldn't give her any further information about this. She is a military dependent of our and I called to find out what the issue was. The lady didn't tell me anything. I asked for the name of the General Manager and she stated Andrea. I asked for her last name and she told me that I couldn't have it. I then asked to speak with an Assistant Manager and she said his name was Cisco and told me to hold on while she put him on the phone. Within a few minutes, she came back and told me that he wasn't out of the office. I informed her that I wasn't trying to be disrespectful about the situation, but I was going to speak my mind and felt that someone needed to speak with me. She was then rude and nasty and told me that I could call back and then I told her that I would just address the issue with the Corporate Office, which I submitted a complaint form to online as I am currently in Germany. My daughter is in the states with my sister. I had to send her money to get back to my sister's house, because of this issue and she is traveling with a baby. I am a very upset parent. We use the Holiday Inn a lot of the time when we are traveling because it is a trusted hotel. I will know better in the future and I feel that they need to send pictures and a statement of charges for whatever damage they are alleging.

Desired Settlement: I feel that she needs to be reimbursed her deposit and the extra money that they withdrew from her account. She paid for her stay there and that should be all. She didn't perform any damage to the hotel and she shouldn't have been charged for something she didn't do. They should send an explanation of these charges and photos that show she damaged something.

Business Response: We understand Mrs. H*****' concern and frustration she has experienced not being able to receive the answers she is asking in regards to why the hotel charged additional fees for her daughters recent stay at our property.

Mrs. H***** was not a guest at the hotel and due to privacy laws we are not able to discuss this concern with her. Her daughter who was the guest has not contacted us to date. Mrs.J**** has been advised by the hotel and Mrs. H***** has been advised by guest relations that we need to discuss this issue with the guest directly. 

If Mrs. J**** contacts us and sends written/e-mail consent to disclose the details of her stay with us on 7/3/15-7/5/15 we would be more than happy to send Mrs. H***** the documentation she desires for her questions regarding the $200.00 fees.

As for the $50.00 authorization in question. This is an authorization we take upon check in and is automatically released upon check out as long as there are no damages or smoking to the room. This was a different credit card and was released on 7/5/15. The card holder may call directly to the hotel if that hold is still showing after 7-10 business days from date of check out. We would then fax a credit card authorization release form to the bank to release that hold. If this hold is still showing as of 7/17/15 the guest, Mrs. J**** could call us at ***** ********.

7/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: IHG Rewards Club: Platinium Elite Platinum Elite Earn by staying at least 50 Elite Qualifying Nights, earning 60,000 Elite Qualifying Points, or Fast Track to Platinum Elite by staying 40 Elite Qualifying Nights at 4* IHG® Brands in a calendar year. (*In the Americas and Europe; 40 Elite Qualifying Nights at 3 IHG® Brands in Africa, the Middle East, Asia, and Oceania.) Receive all Club benefits plus: ~Free internet from 1 July 2013 ~Rollover your extra nights towards next year's qualification ~Priority Check-in on guaranteed reservations ~~Complimentary room upgrades (Subject to availability) ~Guaranteed room availability (72 hours in advance) ~50% bonus on base points ~Access to exclusive Platinum Elite Phone Number~ Despite this status, there is never the availability for the "Complimentary room upgrade" , even though another advertised perk, is "Priority check-in" which should dictate the upgrade over none club members... Nor is there diligence to insure the customer gets what they were promised with their loyalty program, even if that means transferring locations to accommodate the club reward promises.. regardless the length of the long term stay. Additionally, the rewards points are not accurately accumulated and requires constant management, accounting by the customer for correct accrual. And when those errors are found and submission of "A Missing Points Form"... the Rewards are never followed up on... Lastly, with this new Black level .... Or ,maybe its the Ambassador level that must be paid for, there is a false advertisement for guaranteed upgrades that are never given...

Desired Settlement: Either give me the upgrade promised for showing my loyalty, or a partial refund for both affiliate owned, IHG owned properties that refuse to honor the club perks due to one excuse or another,

Business Response:

Hi Kristine,
In regards to Mr. *******'s concerns, I have documented with reference #********. I have copied the email sent to guest as well as the actions taken to resolve Mr. *******'s concerns in the case notes. 
Regards,
Brenda J******
Case Manager
Customer Care
Phone: ************
Fax: ************
IHG
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 84130

Consumer Response:  
Complaint: ********

I am rejecting this response because: 

It does nothing in regards to IHG honoring its promises made in Rewards Club benefits... This is BLATANT bait & switch tactics.. 

IHG says that if I'm loyal to their offerings, remain in their rewards club.... Certain perks are attached.  IHG has never provided these perks and always has some excuse to why it cannot do what it claims to do for its loyal members. 
My resolution: Upgrade my stay at the current property or move me to another Candlewood or Staybridge  that can accommodate the promises made. 
Neither Hilton nor Marriott does such inhospitable treatment of its guest, much less to its loyal club members... 

Sincerely,

Joseph *******

Business Response:

Dear Mr. *******,

Thank you for your recent email. I am sorry you are still not happy with the resolution. I appreciate the opportunity to further address your concern.

I have contacted the hotel you are currently staying at. I spoke with the General Manager and he advised that they are sold out for the next 3 months and an upgrade is not available. He is very sorry for the inconvenience and has given you a price reduction for the remainder of your stay.

In addition, I have reviewed your account and I see you have purchased an Ambassador Membership. This level does guarantee room upgrades. However, the Ambassador Membership benefits are valid at the Intercontinental brands only.

Our hotels are franchised and we are not able to transfer reservations from one hotel to another. However, if you would like you can cancel your current reservation without penalty and rebook at the Staybridge Suites if they have upgrades available. The General Manager stated he has provided their number to you.

I do regret you remain unsatisfied. I have documented your concerns and forwarded them to our program directors for consideration of future enhancements to the program. The goodwill points I have issued will remain in your account.

Thank you for contacting us. We do appreciate your loyalty and IHG Rewards Club Platinum Elite Member and Ambassador Membership. If we can assist further please let us know.

Kind regards,

Brenda J******, Case Manager

Phone: ************

Fax: ************

Consumer Response:  
Complaint: ********

I am rejecting this response because: 

The response given contradicts the IHG Loyalty intentions...  Please see the attachments as what is marketed, versus  what is actually occurring. 

**ATTACHMENTS**
Rewards: Redeem "when" you want, for "what" you want!!
Its time to experience a loyalty program that actually rewards you!!

Brands: "We have 9 brands in our family, spanning 4700 hotels in nearly 100 countries"
"We develop our brands to respond to guest' "needs"....

Blackout Dates: "No Blackout dates"

Given the reading of these Marketing statements, I was lead to believe these statement to be true... However, where the current GM says he is  "sold out" but cannot switch me to another property due to franchising, I am not involved in a loyalty program with 9 brands and 4700 locations as I was lead to believe and left to negotiate with individual hotels not an international brand. Previously in Addison, TX.. I was told the upgrade cannot be given due to not having enough loyalty with the "Franchise", I believed this would be different when coming to an IHG owned and operated property... However the story is the same. Bait & Switch!! 
"
Our hotels are franchised and we are not able to transfer reservations from one hotel to another. However, if you would like you can cancel your current reservation without penalty and rebook at the Staybridge Suites if they have upgrades available. The General Manager stated he has provided their number to you."

If the marketing of IHG is complied with, the upgraded benefit would span over to another of the 8 brands or 4700 hotels to accommodate the loyalty a customer shows with the perks IHG has promised. For this reason, I do want to exercise the BBB offering of legally binding arbitration to resolve this matter. 

My requested resolution, my "needs" are exactly what the hotel has promised... Upgraded accommodations. But also review of the thousands of dollars spent with IHG brands, where I have been denied the benefits of what I was promised. 

Sincerely,

Joseph *******

Business Response:

Dear Mr. *******,
We have received your most recent contact via BBB. It is regretful you remain dissatisfied. I appreciate the opportunity to further address your concerns. 
As an IHG® Rewards Club member, you may purchase InterContinental Ambassador status. Purchase of InterContinental Ambassador status entitles you to higher levels of recognition and to all published benefits of InterContinental Ambassador status valid only at InterContinental Hotels & Resorts properties worldwide. Standard IHG® Rewards Club benefits apply when you stay at other hotels within the IHG family of brands - Crowne Plaza®, Hotel Indigo®, Holiday Inn®, Holiday Inn Express®, EVEN™ Hotels, HUALUXE™, Staybridge Suites® and Candlewood Suites®.
Priority Club® Platinum members are our most valued customers and we appreciate your loyalty to our hotels, as well as your honest feedback. As a Platinum member, you are always entitled to a free room upgrade. This benefit is at the discretion of the hotel to determine how much of an upgrade that they are able to extend. Upgrade levels vary depending on their anticipated occupancy level and the types/locations of the rooms that are still available and not reserved. The upgrade can be to the hotel's Concierge or Club Level (for Crowne Plaza) or to the hotel's Executive Level or Executive Edition Level (for Holiday Inn brands). The upgrade can also be to the best available room and may include rooms on higher floors, corner rooms, or rooms with preferred views. 
I am sorry you remain dissatisfied. To be fair to all of our valued members we must adhere to the terms and conditions. I have forwarded your additional comments to our program executives for possible future enhancements.
Regards,
Brenda J******
IHG Rewards Club
www.ihgrewardsclub.com

Consumer Response:  
Complaint: ********

I am rejecting this response because: 

The response, itself, conflicts not only with itself; but also with the marketing intention... "Entitled to" and "at the discretion"  are keywords to focus on the bait & switch sale/marketing. 

Dear Mr. *******,
Priority Club® Platinum members are our most valued customers and we appreciate your loyalty to our hotels, as well as your honest feedback. As a Platinum member, you are always entitled to a free room upgrade. This benefit is at the discretion of the hotel to determine how much of an upgrade that they are able to extend. 
Therefore , "classic bait & switch" methods are being used... That may be acceptable practices in Europe, Asia or the rest of the World, however in America consumers are protected from deceptive advertising and manipulative marketing tactics... If a Platinum Elite member is their most valuable customer and that is not rewarded with lower rates for the same accommodations, then the room upgrade language must equate to being treated as a most valuable customer.... American hotel brands like Hilton or Marriott quickly and without intervention demonstrate to their customers they value their loyalty... 
Sincerely,

Joseph *******

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am missing 35,000 points from a promotion in which a certain combination of stays earned points. The promotion was the set your sights promotion and I am missing both the 25,000 point completion bonus and the 10,000 point change your way bonus. I met all qualification requirements and have contacted them on 3 separate occasions, 2 times I have filled out a missing points sheet and received no contact back at all, not even in my spam folder and 1 occasion I waited to speak to a person for over 45 minutes before finally hanging up. I shouldn't have to work for hours to get the points I earned. This is ridiculous and very frustrating and disappointing as I am very loyal to IHG and try plan my trips where we can stay at an IHG property even if it costs a little more than the hotels around it. We and some of our family (5 rooms worth) are staying 3 nights in a hotel in July, currently booked at a Holiday Inn but that may very well be changing.

Desired Settlement: I would like to receive the 35,000 points I am missing plus reimbursement for all of the time I have spent trying to get this fixed without even so much as a response on IHG's part.

Business Response:

Hi Kristine,
I have received your contact regarding Ms. B**** (G********). I have reached out to her via email requesting additional information. I have documented the case #********. 
Regards, 
Brenda J******
Case Manager
Customer Care
Phone: ************
Fax: ************
IHG
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 84130

7/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a reservation at the holiday inn express in fort dodge, ia for check in on Monday 6/22/15 with a check out date of Wednesday 6/24/15. The morning of Tuesday 6/23/15 I had to make a reservation adjustment due to a change in plans for my Job. I called the hotel at 6:58am from work on this morning, I spoke with Jessica at the front desk and asked her if there was any penalty if I were to cut my 2 day reservation short and check out today. She said that there would be no penalty. I asked her when check out time was and she replied "11am, but you can have until noon if you'd like". I stated that I would be checked out by 11am. I arrived back at the hotel at 1030am, obtained my belongings and proceeded to the hotel lobby. I had my key in hand, went to the front desk and gave my key to Jessica who was on the phone. I said "Checking out of ***" and she replied "thank you". Around 5pm after work, I checked my email and seen that I had yet to receive my electronic receipt. I called and spoke with Candice at the hotel who stated that I was still shown as staying in that room and that she needed to call her manager and that she needed to call me back. 30 minutes later, she called me back and stated that there was nothing they could do and that I was going to be charged the extra night. She was very rude and offered zero sympathy or resolution. I then filed a complaint with IHG and then recieved a call from Amy at the hotel aroung 8:30pm. She scolded me in regards to my comments of how poor Candice's customer service was in regards to my complaint. She failed to recognize a mix up on their end nor did she offer any humulity or responsibility of what was obviously a mistake by Jessica, who said I had until "noon" to check out. I recognized Amy's arguement, and patiently gave her the opportunity to hear my case. Her reply was that she had been there since 7am, and yes it was Jessica that I gave my key to. At this point, since I had never meet or seen Amy during my time at this property, her being there since 7am, and her victorious announcement that "we did end up selling your room anyways" and her lack of concern or compasion as a valued IHG member, I decided to end my conversation with her and pursue this complaint.

Desired Settlement: I am requesting a refund for the amount of the reservation on 6/23/15 in which I was not present for.

Business Response:

Hi Kristine,
I have received your notification of the complaint from Mr. B****. I have documented the guests concerns with reference #********. I have also sent the guest an email which is documented in the case. We have asked the hotel to again review the concerns and respond back to the guest and directly to my office with resolve. 
Regards,
Brenda J******
Customer Care
Phone: ************
Fax: ************
IHG
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 84130

7/3/2015 Problems with Product/Service
6/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I held 8 rooms in my name for my daughters wedding. I was **** charged $720.76, plus all the guest were double charged along with me being **** charged. When contacted they would send us to a voice mail or hung up on us. When we did get someone and asked them to correct the problem, they would just charge the same card again. The only reimbursement we have heard was for my sister in law, and they reimbursed her after her house mortgage bounced, and now she has charges for that. It has made us sick from the whole ordeal. Product_Or_Service: Hotel rooms

Desired Settlement: DesiredSettlementID: Billing Adjustment We would like to be charged only for what we had and reimbursed for all the money they are taking from us.

Business Response:

Hello Kristine,
We have received your notification of the following complaint from Mr. R****. The case has been created in our office under number ******** I have also pasted a copy of the email sent to the guest directly into the case. Mr. R**** did not disclose which hotel he has been billed from. I have emailed Mr. R**** directly requesting this information so that we may be of further assistance.     
Regards, 
Brenda J******
Case Manager
Customer Care
Direct Line: ************
Fax: ************
IHG
InterContinental Hotels Group AMER
P.O. Box 30321
Salt Lake City, UT 84130

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Holiday Inn Club Vacation package for around $200 a few years back.l The package expired in a year and I had to pay more to extend it. My work situation changed and now my income is different than what it was when I purchased it (a minimum income was required to buy the package). I tried to book a 3 day trip recently and was asked if my income was still over $50,000. It is not because I am in a different role now, one that does not allow me to work full time. The company said I was no longer eligible and will not even reimburse me for what I paid for it. The total is around $300 with the additional funds that I had to pay to extend it. If they consider me disqualified now, they need to reimburse me as I have not received any good/services or provisions. I have tried to call again to resolve on the phone but the Intercontinental Hotels Group puts me through to a line and after 30 minutes, the call is disconnected. This happened 3 times last week.

Desired Settlement: A refund of the money I invested

6/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I first booked a room at their "Holiday Inn Express & Suites NIAGARA FALLS" location on 5/12/2015 through their online system. The arrival date of the reservation is 5/24/2015. I then promptly cancelled the reservation within few hours through same online system since I realized I booked it for the wrong date. I regretted I did not get a screenshot of my computer right after I cancelled the reservation. Two weeks later I was surprised to find out that Holiday Inn Express & Suites NIAGARA FALLS charged me the full amount. I called IHG's customer service and they indicated I did not cancel my reservation. Few hours later Holiday Inn Express & Suites NIAGARA FALLS sent me an email indicating it was a no-show and they will not refund my money. I replied to them asking them to look into detailed audit trail of their online reservation system. They ignored me. I spoke to IHG customer relations rep Johanna at 8:10am 6/1. She asked me to contact IHG'S Global Technology Support since it's an issue with their online reservation system. There is nothing else she can do. I finally was able to talk to a gentlemen at IHG Global Technology Support on 6/2. He told me he will transfer my call to customer relations and ask them to give me refund. I spoke to Theresa at 8:35am on 6/2. She indicated it's up to Holiday Inn Express & Suites NIAGARA FALLS branch to decide whether they are going to refund or not. There is nothing customer relations can do. She also indicated the branch's decision to not refund seemed to be final. At this point, I decided to file a complaint. I should not be responsible for problems caused by their online reservation system malfunctioning.

Desired Settlement: I should not be responsible for problem caused by their online reservation system malfunctioning. I demand IHG refund my money back.

Business Response: Thank you for bringing this matter to our attention. We apologize for any inconvenience or frustration Mr. ** has experienced. Our research shows Mr. **'s reservation was not canceled.  This is why the hotel charged him a no show fee.  We are unable to verify any kind of an error took place.  Mr. ** does not have a cancellation number or confirmation of a cancellation.  Therefore, we support the hotel's decision.  We are not in the position to issue Mr. ** a refund.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I'm 100% certain that I cancelled the reservation through the online system where I made initial reservation. When I spoke to the gentleman at your global technology support, he indicated there was something odd and he would ask customer care to refund my money. But after my call was transferred to customer care, the lady still insisted it's totally up to branch hotel to decide and there was nothing she can do. Do you expect me to pay for your system issue?

Sincerely,

Patrick **

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I paid for a 4 day 3 night all inclusive trip to Montego Bay Jamaica in February 2015 to stay at the Holiday Inn Sunset Resort; however once we arrived at the hotel on 4/17/15, the worker was not able to find our reservation in the system; We were told to sit and wait for a manager to come and speak with us; after about 30 minutes of waiting a woman comes over to tell us they were overbooked and could not accommodate our reservation and that we were being sent to another hotel to stay in for the remainder of our trip. The first issue is that we were not notified by Holiday Inn prior to our arrival from another country that they had overbooked. We had already paid our monies to cover our stay Friday through Monday all inclusive. We arrived in Montego Bay at 1130AM on Friday and did not get checked in to another hotel until that afternoon. We basically lost a full day of paid inclusive benefits due to their error of overbooking. Our travel agent also was not notified of this information prior to; our reservation was allowed to be booked and processed. Upon our return to Jacksonville FL, we contacted IHG Guest relations to advise of what had happened. We were provided a reference number and was told our concerns would be investigated; immediately following my call to guest relations, I receive a call from the same manager in Jamaica who had told us they were overbooked. She basically told us it was not her fault that we were not notified about their hotel not being able to accommodate our stay; this was the main reason I initially contacted guest relations because we were not able to get it resolved when we were in Jamaica, however they just pawned us back off on the same person again. We have been going in circles trying to get this resolved. I have since contacted guest relations again on 5/6/15 for a follow up and they told me they would AGAIN send a request for a phone call from the same manager at the hotel. I am completely dissatisfied with the service of IHG and it's hotel affiliates because they are not accepting any responsibility or taking the necessary steps to resolve the matter.

Desired Settlement: I would like to be refunded for my first day of inclusive benefits. We not only missed lunch but also were too late to sign up for dinner because it was booked. We lost out on alot of our first day. We were not able to sign up for excursions that day and we also had to pay for WIFI at the new hotel.

6/4/2015 Problems with Product/Service
6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed at the intercontinental in guatemala city couple weeks ago and have an absolutely terrible time as a ambassador member there are certain amenities that I'm supposed to receive I didn't receive all of my amenities I was sent to a room that wasn't completely clean the phone was broken The room was noisy even though they claim they have soundproof windows I was also supposed to have access to the lounge which seems to be closed every time I went to get a drink and when it was open everyone was quite rude not saying good morning good evening hello how can I help you they just pretty much ignored me the food was terrible and the list goes on and on and on and on and on I reached out to the hotel because I spent a lot of money and I don't feel that I got what I paid for at all I had requested a refund and at first they ignored me then he offered me some points still ignoring my request for refundas an ambassador member I should be treated better this is terrible poor customer service poorly cleaned room not receiving my amenities that I pay for I spent $200 on the Ambassador status plus I spent $600 for the two nights that I stayed at the hotel this is ridiculous

Desired Settlement: I did not get what I paid for I want a refund.

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to make a reservation and had to tell front desk numerous times my name my home address and I ask for a specific day since it was a wedding after I repeated myself numerous times I ask for a confirmation since I ask for may 16 Saturday night on May 16 Saturday morning I went to the front desk and ask for my room only to be told that I had reservations for Friday and Saturday night. I ask the front desk why since the wedding was in Saturday not Friday night when I was sleeping on a floor Friday and I never checked in or picked up keys. She then told me she was sorry that she didn't know what happened but she couldn't do anything but she wanted me to pay for the night of the wedding. I explained to her that I drive over twenty two hundred miles that I sleep on the floor with the groomsman and the groom for the wedding that I only booked for the one night she told me that the manager was out of town and she could call and try to get an answer I ask her why can't I talk to the manager she said that she was out of town and she probably wouldn't answer her phone I told her that it didn't make sense when there was a big event with the air show how could there not be anybody with the authority to speak with and clear up the problem with being charged for the wrong day since the lady who made the reservation clearly did not understand our conversation again the front desk wouldn't make eye contact and kept telling me that she couldn't do anything for me and I explained I didn't have the two hundred dollars to pay for a room since my reservation for Saturday night. She gave me a card for corporate office telling me I would have to call them on a Tuesday again I didn't understand why I couldn't speak to someone at that moment I had a wedding to attend and didn't have anywhere to go since everything else was booked for the airshow I then ask for help from the groomsman to talk to the front desk since all they wanted was money for Saturday night and wouldn't let me speak to a manger to resolve issu Product_Or_Service: Not purchased Order_Number: ******** Conformatio

Desired Settlement: DesiredSettlementID: Refund A full refund for the night I was charged and didn't even make the reservation

Business Response: Thank you for bringing Ms. *******'s concerns to our attention.  We apologize for the inconvenience she has experienced.  We have forwarded her information to the hotel management and requested they follow up with Ms. ******* within 48 hours.

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted this business 4-24 and 4-27-2015 to request a refund for a $199.00 membership that I have not used and do not plan to use and spent four hours on the phone trying to get this refund. I have decided that right now that I can not afford it. I have been given ***********, ************, ************, ************ and ************ as numbers to call to get this credited to my credit card. With each customer service person, after I provided the 9-digit Member, I was told that they had a different address than the address I was providing to them. Or they said that I have an additional 10-digit number to access my account that I have never been provided with. With each of the above numbers, after about 10 minutes I said that I was tired of wasting time for completion of a simple task, I was then put on hold and another person came on the line wherein I had to repeat all of my information over again even though I provided the 9-digit membership number that had all of my information for my address and email.I was told I needed to dial the ************ number which is on my credit card statement for this transaction. The recording says the number has been changed. When I dial the changed number, it isn't even for IHG.I was lastly told that I needed to email *****************@ihg.com with my request because my request was too old for the ************ number to process.At this point I even doubt that the above provided email is legitimate.

Desired Settlement: Refund of $199.00 for a membership I do not desire or intend to use that I have been trying to cancel since 4/24/2015.

Business Response: Thank you for bringing Ms. ******'s concerns to our attention.  Her complaint has been forwarded to the Holiday Inn Club Vacations customer service for follow up 28 April, 2015.  Unfortunately, my office does not have the ability or the means to handle Ms. ******'s concerns further.

Consumer Response: Complaint: ******** I am rejecting this response as unacceptable. The business has my $199.00 for a membership that I do not want. This business is doing in email what is does when you attempt to call them; which is to pass the buck to what was with phone calls 6 different numbers. I want my refund of $199.00 from whatever department in this company that handles customer service which I quite frankly at this point do not believe exists. If I decided I wanted another membership I imagine that someone, a number of someones would be able to help me in a nano second. ***** ******

Business Response:

Good Afternoon Ms. ******. We are sorry for the frustration you have experienced in trying to cancel your HICV membership and the time it has taken you. We understand your time is valuable and regret this has taken several phone calls and emails. Unfortunately the Guest Relations and IHG Rewards Club offices are unable to assist with your request to cancel and receive a refund. The HICV membership is separately run and not managed by IHG. I have included the phone number as well as fax number for the HICV membership office for your use.

Phone: ************ (****)
Fax: ************

I understand this is only adding to your frustration and I am sorry we are not able to assist further. We encourage you to reach out to the HICV membership office directly.

 

Thank you,

 

******** ******

Customer Care

IHG

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have worked for over 30 years for large corporations represented in over 140 countries.  Part of doing respected and reputable business is going the distance with each an every customer, regardless of whether or not that customer has reached exact department or arm of the company that the individual customer needs to receive service from that company.  I entirely understand this individual replying to my response does not in fact "understand my frustration" or care about that frustration.  If this individual truly cared, this person would not provide lip service by making that statement, but actually go the distance to help resolve my issue.

What email was provided to direct my concern?  I saw none in this correspondence. I have tried to-date 7 different phone numbers by this company. All of whom point the fingers at eachother as the correct person to answer my issue while continuing to take me in viscous cycle of inaction which I am convinced is part of their scheme to keep my money.  I will attempt yet one more number that has been provided by this company.  However, at this point I will have difficulty being convinced of the sincerity or honesty of this company as a legitimate company interested in doing more than take money from honest consumers.

Sincerely,

***** ******

Business Response:

Good morning. Our office has responded on 2 occasions, May 1st and May 7th. The following response was submitted on May 7th to your office regarding Ms. ******'s rejection to our first response:

Good Afternoon Ms. ******. We are sorry for the frustration you have experienced in trying to cancel your HICV membership and the time it has taken you. We understand your time is valuable and regret this has taken several phone calls and emails. Unfortunately the Guest Relations and IHG Rewards Club offices are unable to assist with your request to cancel and receive a refund. The HICV membership is separately run and not managed by IHG. I have included the phone number as well as fax number for the HICV membership office for your use.

Phone: ************ (****)
Fax: ************

I understand this is only adding to your frustration and I am sorry we are not able to assist further. We encourage you to reach out to the HICV membership office directly.

Thank you,

******** ******
Customer Care
IHG

5/21/2015 Problems with Product/Service | Complaint Details Unavailable
5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to change a reservation to a different city as a wedding has been moved from Brownwood to Galveston. Still trying to book a hotel with Holiday Inn Express but customer service is unwilling to transfer the reservation and is charging the total of three nights at $389.85. **** from customer service continued to say "that's the policy" and refused to let me speak so someone higher up in management and said "that's the policy" when I asked him to speak to someone else. Product_Or_Service: Hotel room Order_Number: ******** Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund I'm wiling to pay a cancellation fee but not a three nights stay at $389.85. I was also willing to transfer to the Holiday Inn Express in Galveston as I am sure Corporate can do, but **** was not willing to let me speak with anyone.

Business Response:

IHG stands by these terms and conditions Ms. ********* agreed to when booking the reservation at the Brownwood TX hotel.

Ms. ********* is welcome to move her reservation to a hotel in Galveston or cancel the reservation and re-book. However, by moving the reservation to another hotel she is cancelling her reservation at the Brownwood, TX hotel.  A refund will not be provided for the reservation charges that she received from Brownwood, TX location, per the following reservation rate rules and terms and conditions Ms. ********* agreed to when she made he reservation.

ADVANCE PURCHASE REQUIRED
Must purchase at least 7 days in advance.
DEPOSIT RULES:
A deposit for the entire stay is due at time of booking.
CANCELLATION POLICY:
Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.

 

5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IHG allowed fraudulent activity on my account.

Desired Settlement: I need a MANAGER to please contact me ASAP regarding suspicious activity on my account!!

Business Response:

Mr. **** has already been in contact with IHG's Customer Care Team. His concern has been noted internally and turned over for internal investigation.

We recognize Mr. ****'s concern that his IHG Rewards Club account has been compromised. Mr. **** has been advised previously that based on IHG's Specialists experience the reason his account was on the reservation he received via email was most likely due the Reservations Specialist accidentally adding his account number to the reservation in error. The reservation has been cancelled and was not under one of his credit card as he advised the Customer Care team.

The Customer Care team will be contacting Mr. **** to resolve this concern. We appreciate Mr. ****'s patience.

Consumer Response:  
Complaint: ********

I am rejecting this response because: No one has contacted me yet. The response is an ASSUMPTION of what happened. The business allowed fraud to occur on my account and has yet rectify it or resolve it. 

Sincerely,

******* ****

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid priceline and reserved a room through them for Holiday Inn - Ontario on Thursday, April 16, 2015, and were very disappointed. We reserved a 3 star hotel, and have stayed in many 3 star hotels, in the same city, over the last 15 years, but have never stayed at the Holiday Inn that priceline put us in. There were cockroaches there. I tried to notify the hotel, but there wasn't anyone at the front desk at the time we saw the cockroaches. We also tried to call the front desk from our room prior to going to sleep, however no one answered the phone, so we went to sleep and left very early the next morning to go to work. As soon as we got home from work we called Priceline to try to help us with this problem and they said they had to contact the hotel directly, which they than tried three times to no avail, again no one was answering the phone at the Holiday Inn. We hung up and called back to Priceline about 10 minutes later and at that point they were finally able to get in touch with someone from Holiday Inn who informed them they would not be able to do anything since we didn't let them know earlier. As you can see though we attempted numerous times to let them know, as did Priceline, but you can't let someone know something when there is no one to tell. After Priceline was unable to find a solution I contacted Holiday Inn directly and the person who helped me, *******, was very rude. This is unacceptable to us because we are IHG rewards club members. Our member # is *********. Usually we stay at Holiday Inn Express and have had no issues, until now.

Desired Settlement: we would like to be refunded the $79.81 we spent on the room, or be given another room at a different Holiday Inn as we will never go back to the Holiday Inn - Ontario.

Business Response:

Message to guest:

We have researched into Mrs. ******* comments, unfortunately, we are unable to locate a reservation at one of our Ontario locations for her claimed stay. We ask that Mrs. ****** contact our Customer Care offices directly and provide the following information so we can assist her with her concerns:

-   Which IHG location you are referencing (city, state and address)
-   The name the reservation was under as well as confirmation number, if possible.

Mrs. ****** can email our Customer Care team members at *****************@ihg.com or she can call at ************. Please reference IHG case number ********

We look forward to assisting Mrs. ****** with her concerns.

Thank you,
*** *****

Executive Office
Phone: ************
Fax: ************
Email: *****************@ihg.com

4/24/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I completed IHG's Into the Nights promotion for the last quarter of 2014. I was supposed to receive 50,000 bonus points, but I only received 25,000 points. I requested for the additional 25K points and was told I didn't contact them in time and they can't honor my request anymore.

Desired Settlement: I'd like IHG to credit my reward account with 25K additional bonus points as what I should have gotten.

Business Response:

The complaintent did not report a discrepancy in the allotted time frame.  He contacted IHG Rewards Club on January 4, 2015 and was given 25,500 points as a gesture of goodwill.  The member also earned 10,000 points during the promotion when his hurdles were met.  He does not qualify for an additional 25,000 points.   These points will not be give.  We consider this case closed in our office.  An email will also be sent directly to the member to advise.  
Thank you, 
*** *******
GR MOD 

4/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I will simply copy and paste my story from the e-mail I recently sent their guest relations department: Dear Guest Relations, Let me start by saying I am looking forward to discussing this issue with you in a reasonable manner, and hope that I can find the resolution with you that was completely absent with your Best Price Guarantee Help Desk. Below is one of the series of e-mail conversations that I have been having with your Best Price Guarantee Help Desk. I will forward the rest of the e-mail conversations as well so you have a full picture of the situation. Here's my story: On March 2nd, 2015 (~1:30PM) I booked a hotel room through your website. After over a week of researching hotels and booking companies for the area I was confident that this was where I would get my best price. Your hotel looks awesome, and I love all of the extra amenities provided, so this is a stay I was really looking forward to. This incident has left me wishing I had booked, not only with your competing company, but at a completely different hotel chain. I often use TripAdvisor as a resource for getting to know the area I will be staying. I have booked multiple flights/hotels through this website and have never left unsatisfied. In the week or two before purchasing I had been on their site researching hotels, to help insure I had the best trip possible. On their website they list multiple avenues for booking so each customer is sure to get the best deal. In this case Travelocity, Hotels.com, and Expedia all listed your Queen Bed and Sleeper Sofa room at 113.53/night plus taxes while your website and others were listed at 117.00/night plus taxes. You have to access them through TripAdvisor first to find this pricing (which I did not realize at the time), but it is available to the general public. Prior to booking I looked at the hotel on your website, because I am the type of person who likes everything planned in advance and enjoys researching exactly where I will be going, and the different options available to me at these places. I hoped to find more pictures/info on the hotel through your site, and I ended up bumping into your "Best Price Guarantee" program. I read all of the terms and conditions and was confident that the cheaper price I found on the competitor's website qualified for this program (I will attach the document I previously sent, in which I go through each term/condition and explain exactly what makes my claim eligible). I felt confident that I would get the best price for my stay through your company. I booked the hotel and filed the claim immediately afterward, listing Travelocity.com as the competing website. This claim was denied, as they said they accessed travelocity.com and it listed 117/night as their price. This confused me, as it was clearly 113.53 when I looked, so I went back through TripAdvisor and was still able to see my 113.53 price. I took screen shots (at around 2:30AM EST 3/3/15) of this price-point and e-mailed them in (which after re-reading your terms, I realize is not an acceptable form of proof). I then went back and checked Travelocity, and sure enough, if you just go through Travelocity, that is the price. I then e-mailed back and explained what exactly I did to reach this price-point (approx 10:00AM EST 3/3/15). After not hearing back I became nervous that the situation would not be resolved in the 24 hour period. At ~10:45 on 3/3 I made an attempt to get in touch with someone via phone to resolve the issue. I was not able to find a number to your Best Price Guarantee Help Desk so I attempted to call your US Reservation Office. They were unable to help me, and gave me the direct number to the hotel I had my reservation under. I contacted the hotel, and they also were unable to help me. This individual was very pleasant and was able to transfer me to a Customer Care Rep, thinking that the rep would be able to help. I spoke to the Customer Care Rep, and he informed me that he also could not do anything, and that he would check and see if he could find a number for your BPG Help Desk. Sure enough there is literally no number to contact them at. He said he would put a note in my account/reservation about what I was attempting to do and advised that I e-mailed the BPG Help Desk (which I had already done more than once). Worried that my claim might remain rejected because I was not specific enough in the original claim I filed a second claim (still within the first 24 hours--around 11AM if I had to guess, but I am sure you can look it up) detailing how I located this lower price in the comments, stating that I went through TripAdvisor, then Travelocity (hotels.com or Expedia would also work too, as I noted). I was sure to attempt access on my phone, iPad, laptop & PC to make sure it wasn't just available through one venue. I also made sure to log out of any accounts, so that I could represent the "general public." I enlisted multiple individuals to help me to further determine that this price in fact could be found by the "general public." Not a single one had a problem locating that price-point and each individual showed the hotel room I had selected as available. I also made sure to double check periodically between when I sent my final claim and when I received my next e-mail to be sure the price-point was still available. I received my first follow-up e-mail at ~3:45PM. This was regarding my e-mailed instructions to access the cheaper price-point. In this e-mail your reference desk stated, "We have followed your instruction to find the lower rate. However, www.tripadvisor.com is not showing availability on www.travelocity.com. In line with this, your claim will remain invalid.". Immediately after receiving this e-mail I re-checked the website just to be sure (I had checked it within the hour and there remained availability) and there was still availability at the cheaper price. Again, multiple other people were able to verify this. I enlisted the Facebook community to help me at this point and have multiple people's screen shots on one of my statuses with this cheaper price. Not a single person found a price to match yours, or had any difficulty following my instructions. To me this means either A. Your representative did not follow my instructions accurately (which are extremely detailed, as I am meticulous about this sort of thing) or B. Followed them, found the cheaper price and just told me there was no availability. Both options are unacceptable to me. At ~11:00PM that night I received contact regarding my second claim. Again, the representative claimed the claim was not valid due to no availability. Again I checked, and again I was able to access this. As were the other people I had enlisted to help me regarding this matter. I took another screen shot of the price at this time and went back to bed for the evening. I am not sure if this is the result of incompetence or just plain negligence, but either way as I said before, it is unacceptable. In each e-mail response there were, what came off like, condescending attempts to explain to me the BPG program, which as I stated above I had already reviewed in detail. After multiple more attempts at explaining that many others--your general public--were able to also locate this rated during the specified time period I became frustrated and finally just copy & pasted your Terms & Conditions into a word documented. I then proceeded to explain in red print under each T & C why my claim was valid (I will attach a copy of this document for you). I expected a specific response as to why my claim was denied, and again received the vague response of unavailability. I also recorded and sent a video of me accessing this price-point with no difficulty, which received the response of "we do not except snap shot imagery." I honestly have no idea how to edit a video to show different price points, and am amazed that all of my evidence is not being accepted. I can understand screen shots, but a video? I will be sure to attach the video as well, in hopes that you may take it into account. The overall impression of my interaction with your BPG Help Desk is that they do not care about customers, and are unwilling to honor a valid claim. My frustration I am sure is reflected in the forwarded e-mails. The impression I get is that no matter what I do they are right and I am wrong and there is nothing I can do about it. I do not accept this and frankly, it seems childish. As I said previously I, and multiple other individuals, was able to pull up the cheaper price continuously throughout the day. In fact, the price on the competing website has not changed, nor has its availability, since I began researching over a week ago. I just checked their website and it remains the same now. I truly hope that you can give me resolution on this matter as I have literally spent hours of stress and frustration dealing with this matter. I look forward to hearing from you, ******** ******* ---- I would be more than happy to provide you with the evidence I have collected. In addition, within an hour and a half or so of sending this e-mail the price did increase to the $117/night on all websites. I am hoping that I will hear back after this e-mail, but am by no means confident, so I decided to file a complaint. This situation has incurred a great amount of stress and frustration for the past several days, when this should have been an easy situation to resolve.

Desired Settlement: Their Price Match Guarantee promises the first night free and a price match of the lower price for the remaining nights. I would like this in addition to some sort of either A. Credit to the hotel for a future visit or B. Tickets to some amusement or gift cards to use during our stay. There is no reason they should not have honored this originally and I would like some sort of compensation for my troubles, not to mention the hours I have spent attempting to correspond reasonably with them.

Business Response: Better Business Bureau,

Ms *******'s claim was valuated by our Best Price Guarantee group and was determined to be invalid per our program's terms and conditions available online.  We notified her of these conclusions through email on March 4, 2015.  Due to the circumstances of our research, we will not reconsider her request for compensation and consider the matter closed.  
Thank you, 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Again, they are simply telling me we rejected your claim because. Because why??? As far as I (and multiple others) could see, there was no problem with availability for the identical price at a lower rate the entire duration of the 24 hours post-booking. Even the 48 hours post-booking.  I followed the requirements exactly while filing . 
I'm glad you consider the matter closed, but I do not.
Shame on you Holiday Inn! 

Sincerely,

******** *******

Business Response:

We have further reviewed Ms. *******’s claim and our findings remain that the claim is not valid as it has not met the Best Price Guarantee terms and conditions.

Please take note all verifications of claims is subject to verification by IHG offices which is supported by Best Price Guarantee term 11 which states, “Verification of Claims. All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery.”

Ms. ******* requested that we use her screenshots, given the above term and conditions IHG will not be able to accept or use her screenshots in the verification of her claim.

Ms. ******* has been advised the following by our specialists:

“We took the opportunity to check the rate for a Queen Plus Full Sleeper Sofa Nonsmoking on www.travelocity.com and we were shown the nightly rate of USD 117 excluding taxes, which is basically the same nightly rate you booked on IHG for 13-16 April 2015. For this reason, we are unable to extend the guarantee to your reservation.”

Review confirms the rate and total cost on Travelocity was exactly the same rate Ms. ******* reserved on the IHG website. Therefore the following term has not been met as a lower price was not found:

Terms 2 and 3:

"Lower price. If you find a lower room price that also has a lower total room cost (including taxes and fees) for a one-night stay, or a lower average nightly room price that also has a lower average total room cost (including all taxes and fees) for a multi-night stay, on a non-IHG website within 24 hours after booking on an IHG website for the same stay, we will provide you with the first night’s room price at the IHG hotel free and match the lower average nightly room price found for your entire stay for the rest of the nights of your stay after verification of the lower average nightly room price and lower average total room cost (including taxes and fees). Only one free night will be awarded per stay, even if more than one instance of a lower price is located. For valid claims, each additional night’s room price during the stay will be lowered to match the average nightly room price for the entire stay found on the non-IHG website. In the event that a free night reimbursement must be made by check, the check will be addressed and sent to the name and address listed on the reservation that was made on the IHG website upon which the valid claim was based."

"Reporting to IHG of a Claim. You must contact us using the online claim form within twenty-four (24) hours after completing your valid room booking on any IHG website to make a claim under the Best Price Guarantee. In addition, the claim must be submitted at least twenty-four (24) hours prior to the standard check-in time at the applicable IHG hotel. The average nightly lower room price and lower total room cost must be available for booking at the time of claim verification and both must be lower than those found on an IHG website, as determined by IHG customer service representatives, and in IHG’s sole discretion."

Given the above terms and conditions and the information provided IHG considers this case closed. The terms and conditions have not been met for the claim to be valid as a lower rate on the non-IHG website.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I continue to get more and more frustrated with your company's shenanigans.  Perhaps I should include all of the ridiculousness that makes up our e-mail communication.  I appreciate that you are quoting what your rep sent to me--sure makes you seem like the good guy.  However, shortly prior to that e-mail and DIRECTLY after I checked my website AGAIN to verify that the price was still 113.53.  It was.  I had multiple others verify this.  One of those that verified even had an e-mail sent to them by the website about the lower price, "Get it now before prices increase!"  I would provide this as proof; however, I am aware that e-mails are also not considered proof.  I also e-mailed shortly after I sent my screenshots, saying that I understood they were not adequate proof, but the price is still the same.  I even filed a second claim within the 24 hours, because I saw that my first one was going nowhere and that your reps were apparently struggling with verification (although as stated before, I and multiple others had no problem AT ALL verifying this price... check my Facebook if you are curious).  While my first claim did list Travelocity.com as the website, I realized that I only received my 113.53 price point if I accessed it on Trip Advisor.  NO WHERE in your terms & conditions does it say that I have to provide a direct link to the price point.  I had e-mailed you to explain how I accessed this price point, with no response within the first 24 hour period.  It was after this I decided to file the second claim, with SPECIFIC instructions on how to access the price point and you feed me the garbage of, "We have followed your instruction to find the lower rate. However, www.tripadvisor.com is not showing availability on www.travelocity.com. In line with this, your claim will remain invalid."  Shenanigans!!!! As I have stated before.  There WAS availability before AND after you sent that e-mail.  Negligence and incompetence. 
I also e-mailed guest relations, as one of your BPG reps suggested, documenting the ENTIRE incident and including my screen shots, video, and document going step-by-step through your T & Cs and explaining exactly how my claim qualifies-->I will copy and paste that here.  I noted that I checked DIRECTLY before I sent the e-mail and the price was still lower 113.53.  I went to check the price again, about an hour and half later and it was up to 117... pretty magical if you ask me.  Furthermore, I never received an e-mail response from your Guest Relations.  I telephoned them yesterday.  The lady I spoke to was very helpful, and she also thought this situation was ridiculous.   She was unable to help me though, as she is apparently locked out of anything relating to BPG.   Sounds pretty legit right????  She said she would put a note in my account that I would like to speak with someone about the matter.  I still have not received a phone call.  I also e-mailed BPG Help Desk AGAIN giving my phone number and asking for a call.  I received a response today that a supervisor would be in contact with me... still waiting. 
In any case.  Here is the document copy and pasted:

IHG Best Price Guarantee Terms and Conditions

Best Price Guarantee is our promise to guests who book directly on our branded websites. We have made additional adjustments to the Guarantee and to the Terms and Conditions to further define what claims will qualify and to further help identify and support valid claims

Best Price Guarantee: We guarantee that every hotel reservation booked through an IHG web site will have the lowest room price (room rate) or total room cost (including all taxes and fees) publicly available on the Internet. If you find a lower room price (room rate) and total room cost (including all taxes and fees) publicly available on the Internet on a non-IHG Website within 24 hours of booking, IHG will provide your first night’s room price free and match the lower average nightly room price found for that stay for the rest of the nights of that stay, subject to the following terms and conditions:

  1. Book. Complete a valid room booking with the lowest available price (room rate) on any IHG website for any IHG branded hotel using the “Best Available Rate Search.” A “valid room booking” means a complete booking with a valid form of payment.
    1. You can clearly see that I booked the room using the “Best Available Rate Search”  and I had a valid form of payment.
  2. Lower Price.  If you find a lower room price that also has a lower total room cost (including taxes and fees) for a one-night stay, or a lower average nightly room price that also has a lower average total room cost (including all taxes and fees) for a multi-night stay, on a non-IHG website within 24 hours after booking on an IHG website for the same stay, we will provide you with the first night’s room price at the IHG hotel free and match the lower average nightly room price found for your entire stay for the rest of the nights of your stay after verification of the lower average nightly room price and lower average total room cost (including taxes and fees). Only one free night will be awarded per stay, even if more than one instance of a lower price is located. For valid claims, each additional night’s room price during the stay will be lowered to match the average nightly room price for the entire stay found on the non-IHG website. In the event that a free night reimbursement must be made by check, the check will be addressed and sent to the name and address listed on the reservation that was made on the IHG website upon which the valid claim was based.
    1. I found a lower room price of 113.53/night plus taxes, lower than your 117.00/night plus taxes.  The overall price was 391.68 compared to your 403.65.
  3. Reporting to IHG of a Claim. You must contact us using the online claim form within twenty-four (24) hours after completing your valid room booking on any IHG website to make a claim under the Best Price Guarantee. In addition, the claim must be submitted at least twenty-four (24) hours prior to the standard check-in time at the applicable IHG hotel. The average nightly lower room price and lower total room cost must be available for booking at the time of claim verification and both must be lower than those found on an IHG website, as determined by IHG customer service representatives, and in IHG’s sole discretion.
    1. I not only filed one claim, but two within the first 24 hours post-booking.  The first claim was filed almost immediately.  The second closer to the end of the twenty-four hour period, but still within.  I filed two, because I realized that although I found my 113.53 price-point on Travelocity, I had to go through TripAdvisor first and then click on Travelocity’s booking (still a site accessible to the public)  and it was well within the twenty four hours prior to my stay.
  4. Matching Rooms. The Guarantee is available only for the exact same room type and same view. For example, if you book a king bed with a sofa bed room type and with a] view (e.g., ocean) on an IHG website, and are comparing it to a non-IHG website, you must find a price with the same king bed with sofa bed room type and with a the same view on the non-IHG website.
    1. Both rooms were queen beds with a sofa sleeper.
  5. Matching Terms. All terms of the comparison room reservation, including, but not limited to pre-payment, deposit, number of guests, or other requirements must be equal in all respects to the terms found on an IHG website for your claim to be valid. For example, when you book a room that may be cancelled without penalty on an IHG website, you may not compare it to a room with a pre-paid or non-refundable price on a non-IHG website. At all IHG hotels globally, pre-paid rates on non-IHG sites will be compared with the IHG hotel's lowest available rate on IHG websites. The Guarantee is not available for bookings on websites where the booking details are unknown until after purchase. Sites that do not reveal the hotel brand name until after the payment has been completed (including bidding sites) do not qualify for this Guarantee.
    1. Both rooms had identical terms
  6. a. Matching Prices. For multi-night stays, the Guarantee compares the average nightly room price and the average nightly total room cost for your valid room booking with those found on a non-IHG website.

1.      b. Matching Prices - Currency Requirements. The currency of the hotel controls the comparison with the room price and the total room cost on the non-IHG website, and the room price and the total room cost on the non-IHG website must be available, viewable, quoted, booked, and paid for in the currency of the hotel.

2.      The room was available, viewable, quoted, booked and paid for in US dollars. 

6. c. Matching Prices - Price Variance. The nightly room price and the nightly total room cost (for one night stays) or the average nightly room price and the average nightly total room cost (for multi-night stays) must each be lower than the IHG room price and the IHG total room cost, respectively, by at least 1% or $1 USD (or the equivalent in the hotel’s currency) (whichever is higher). Coupons or vouchers may not be utilized to lower published room prices for the purposes of making a claim. The Guarantee does not include extra fees such as extra person charges, except as stated in paragraph 6.d. and 6.e.
The average/ night and total room cost were 2.9% lower than your quoted price

6. d. Japan. In Japan and on the ANAIHG website, the room price does include extra person fees. ANA hotels are not eligible for Best Price Guarantee rooms, but all other IHG hotels, including ANAIHG hotels, on the ANAIHG website are eligible.
N/A

6. e. Australia/New Zealand. In Australia and New Zealand, due to credit card transaction fees that are applied at the hotel, there must be a minimum difference of 1.5% in the nightly room price and the nightly total room cost or the average nightly room price and the average nightly total room cost, to have a valid claim.
N/A

  1. Comparison Prices Must Be Available to the General Public. The Best Price Guarantee applies only to prices both advertised and available to the general public on a non-IHG website at the time of verification. The Guarantee does not apply to prices offered on membership program websites; corporate discounts; negotiated prices; group, rewards program, loyalty program, incentive, meeting, convention, consolidator or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The Guarantee also does not apply if the average nightly lower price is obtained from a website where you call to get the price, or from an e-mail that you received.
    The price was available to the general public.  I was not part of a membership program, corporate discount, etc.  I did not use a coupon or other promotion, and I did not obtain the price through calling or an e-mail received.  I had multiple other people check this price-point and NO ONE had any trouble accessing it (THIS IS YOUR GENERAL PUBLIC). 
  2. Packages Comparison. The Guarantee applies to comparing exactly the same packages or inclusive prices with the same included items. Thus, room prices that include food or beverage items such as breakfast or dinner, entertainment items such as tickets to a show, and/or free local calls, parking or other bundled items will be considered as packages, and must be entirely equivalent to be eligible for the Guarantee. All InterContinental Alliance Resort packages are excluded from the Guarantee.
    N/A- did not purchase a package
  3. Rewards Points. IHG® Rewards Club points are determined based on the price actually paid by the guest at the time of check out, assuming the price otherwise qualifies for points. Points are not awarded on free nights. The Guarantee does not apply to IHG® Rewards Club Award Nights booked on an IHG website.
    N/A-not a rewards member
  4. Additional Free Night Restrictions. Once a valid claim has been made and approved by IHG for a specific date, no further claims by the same person or anyone in the same household will be accepted for the same date. If an individual or members of the same household make multiple claims for two or more nights in the same seven (7) day period at the same IHG hotel or at different IHG hotels within fifty (50) miles of each other, the claims will be treated as, and limited to, one claim for one stay, even if booked through more than one reservation, and only the Best Price Guarantee claim for the first night will be honored. In the event of a valid claim, reservations are non-transferable after the claim is found to be valid, and the name on the reservation must remain the same as when the claim is verified and no additional names may be added to the reservation after the claim is found to be valid. Valid government issued ID is required upon check-in that matches the name found on the reservation. Employees of any IHG company or employees at any IHG hotel are not eligible for the Best Price Guarantee.
    N/A- as clearly you are struggling to resolve this issue for me and have not yet approved my claim
  5. Verification of Claims. All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery.
    While I would have been happy to, and in fact did, provide imagery I understand that this is not proof.  I do not understand why you would not accept a video, and plan on taking one anyway, as perhaps someone else would see this as proof.  I would be more than happy to contact TripAdvisor/Travelocity to verify that these prices were accurate/available during the time period that you claim they were “unavailable.”  I had several other people attempt to book the reservation during the initial 24 hours and NO ONE struggled to find my lower price.
  6. Changes to these Terms and the Guarantee. IHG reserves the right to modify, restrict availability, or discontinue the Best Price Guarantee and to make changes to these Terms and Conditions, at any time, for any or no reason, and without prior notice or liability to you. The IHG Best Price Guarantee Terms and Conditions that are in effect at the time of your booking will determine your eligibility under the Best Price Guarantee.
    As I have shown you above, the terms during my booking were all met, so this also should not be an issue.
  7. Abuse of Best Price Guarantee. At any time up to the date of stay, IHG reserves the right to revoke any and all benefits of a Guarantee (including the right to cancel a previously awarded free night and the lower prices for the rest of the nights of a multi-night reservation if it is found that a customer has attempted to or has violated or circumvented the Best Price Guarantee Terms & Conditions. Resale of rooms eligible for the Guarantee is strictly prohibited. In the event IHG believes that a room eligible for the Guarantee has been resold, or the Guarantee is otherwise being intentionally abused or manipulated to circumvent its intent, IHG reserves the right to reject future Best Price Guarantee claims from any persons who participated in such actions.
    I have not violated/circumvented any of the Terms & Conditions listed above, obviously I have not resold my room.
  8. Definitions. A “non-IHG Website” is defined as a website not owned by IHG, that makes IHG rooms inventory publicly available and offers it directly to consumers, and that provides a confirmation of a completed reservation at the moment of completion of that reservation. All three websites available through TripAdvisor (mainly Travelocity, but also Expedia and Hotels.com offer this. –Never does it state that I have to provide a direct link.  All of these websites are publicly available and accessible.  NO ONE but you that I have asked to go through my instructions has struggled at all.  A “stay” (for purposes of the Guarantee) may be one night; consecutive nights at the same hotel location, regardless of frequency of check-in/check-out; or two or more nights, even if non-consecutive, in the same seven (7) day period at the same hotel location. I booked three nights.  “Within fifty (50) miles” means within fifty (50) miles when seeking directions between locations on Google Maps. Guests are only able to claim one (1) free night per stay at an IHG hotel globally, regardless of location.  I am only attempting to claim one free night.
  9. Disputes. Any disputes arising out of these Terms and Conditions or the offer of the Best Price Guarantee shall be resolved individually, without resort to class action, and shall be governed by the laws of the State of Georgia, U.S.A., exclusively by an appropriate federal or state court located in the State of Georgia, U.S.A. I am still attempting to resolve this issue with you.


Sincerely,

******** *******

Business Response: Thank you for your additional comments. I understand Ms. ******* is dissatisfied and disappointed with the outcome of her Best Price Guarantee claim. The Best Price Guarantee team follows a specific procedure and the Terms & Conditions of the program when verifying a claim. They are unable to accept screenshots or video from an outside source. The IHG Customer Care department does not handle or get involved with Best Price Guarantee issues. I am sorry for Ms. *******'s frustration and realize this is not the response she wanted to hear. However, IHG's position on this case has not changed. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

My dissatisfaction is concerning your business.  If your business employs such a claim/company they should be prepared to follow through with the price match if they are blatantly wrong.  Continue to write on here about the terms and conditions.  As I am sure you are aware, I made myself an expert to the terms and conditions of the BPG.  Plain and simple, there was a better price, I found it, and you are refusing to honor it.  One of the reps even said via e-mail correspondence that "We acknowledge that you were able to find a lower rate on travelocity.com and travelocity.com via tripadvisor.com."  This should be the end of it. 
I am aware of the T & Cs, but that price was clearly available to myself and others the ENTIRE 24 hours post-booking.  This is ridiculous.  In addition, I am unable to talk to a person that can help me?  Why is this?  I finally received corporate information, and surprise, surprise it was not a telephone number.  Not even an e-mail.  I have to contact via postal mail.
You are making it impossible to
communicate effectively.  In addition, your responses to my e-mail have been lax at best.  In my most recent e-mail it took you SIX DAYS to respond, and that was after multiple follow-up e-mails.  This whole situation is unbelievable.  I honestly cannot even believe that this is an issue still.  I found a better price.  The price was available.  Myself and multiple others were able to confirm it on not one, but THREE separate sites, and you will not honor it. 
Your correspondence has been extremely condescending, attempting to make it look as though I do not know what I am talking about.  I am not buying it.  Again, I reviewed the terms and conditions EXTREMELY carefully before even booking with your company.  Your blatant refusal to provide a resolution to my situation has made for the worst customer service interaction I have ever endured.  Granted I have not had many interactions, as I am not typically an individual who complains about businesses (I am sure if you wanted to research, you would find that this is the only comment/complaint I have ever filed). 
I work in customer service myself.  I am aware that there are people that try and scam the system.  I am not one of those people.  I very clearly met your terms and conditions.  Each and every one. You continue to assure me that if my claim was valid I would have received my price match.  It was.  So price match already.  The customer service at your company is most definitely something to be ashamed of.    
A Very Dissatisfied Customer,

******** *******

Business Response: Ms. *******'s additional comments have been noted. I am sorry she feels dissatisfied with the outcome of her complaint. Her Best Price Guarantee claim was determined to be invalid because our Best Price Guarantee team was unable to verify the lower rate. Our position on this matter remains unchanged. Should Ms. ******* wish to communicate her dissatisfaction further, we recommend she writes to the IHG Corporate office at * ******* ****** ***** **** ******** ** *****. Unfortunately, we do not have phone number or a different email address we could provide her with.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a complaint against Expedia.com and Crowne Plaza Atlanta – Midtown Hotel. I currently live in Pennsylvania and on March 11, 2015, I was notified that my partner had suffered from a severe heart attack while on a business trip in Atlanta, Georgia. As soon as I received the news, which was in the afternoon, I booked a flight and reserved a hotel room together on Expedia.com, which cost me about $1029.00. I was able to find a flight with United Airlines for that same day (March 11) and I booked the return flight on March 15, 2015. I reserved a hotel room at the Crowne Plaza Atlanta – Midtown Hotel through Expedia.com from March 11 through 15. I was only to arrive at the Atlanta, Georgia Airport at 11:50pm on March 11, 2015, and although the itinerary I received from Expedia stated that the hotel accepted late arrivals for check-ins, I still contacted the hotel by phone right after I booked the flight and made the hotel reservations to make sure that this was truly the case. When I spoke to someone from the hotel and explained my situation, I was told that I would still be able to check in, once I would arrive in Atlanta, and that a note would be added about my late arrival to my reservation. After I landed, I called the hospital where my partner was treated to check on his condition again, and I was told that they have a couch that I could sleep on and that it would be okay to stay with him while he was in the hospital. Once I learned about this, I immediately contacted Expedia.com, which was during my ride from the airport to the hotel. After being on hold for more than 20 minutes, I arrived at the hotel and instead of waiting to speak with someone from Expedia.com, I decided that I should speak with someone from the hotel to find out if I could possibly get a refund. At the hotel, I spoke to ******* at the front desk, and after I explained to him that my partner was in the hospital after having suffered from a severe heart attack and that I just found out that I could stay by his side at the hospital, ******* appeared quite understanding. I was told by ******* that his manager was not available at that moment, but that he would speak with him and contact Expedia.com on my behalf, as I made the hotel reservations through Expedia.com, and the hotel could therefore not give me a refund. ******* informed me that he would make a note about this on my reservations. The next day (March 12), I contacted Expedia.com and after being on hold for almost 1 hour, I was finally able to speak with someone to find out if they had already been contacted by the staff from the Crowne Plaza Atlanta – Midtown Hotel. I was told that Expedia.com was not contacted and the person that I spoke to asked me to wait, while she would contact the hotel herself. I was told that she spoke to ****** from the hotel and ****** told her that I would not receive a refund because I was a no show. After having reassured the Expedia.com staff that I was at the hotel and not a no show and that I spoke to *******, she called the hotel back. After her second conversation with the hotel staff, she told me that a person from the Expedia.com supervisory team would need to contact ******* when he worked at the hotel again, which was at 11pm on that same day, as they were told that no one was aware of my circumstance and that there was no note about it in their system either. I was told that I would be notified, once ******* was spoken to. I contacted Expedia on March 13 to find out if they had the opportunity to speak with ******* and after being on hold for almost 1 hour again, I was told that the case was still open and that ******* was not contacted. The person I spoke to that day also contacted the staff at the Crowne Plaza Atlanta – Midtown Hotel and she was also told that I was a no show and that due to this, I would not receive a refund. After I had to reassure her that I was actually at the hotel and after I had informed her of what ******* told me, she ended up leaving a message for the manager of the hotel. I was told that the manager would not be back at the hotel until Monday, March 16, and that I would be notified after the manager was spoken to. On March 15, I received the following message from Expedia.com: “Dear *****, Thank you for contacting Expedia regarding your hotel reservation with ******** ************ ***** *** * ***** ****. We have already contacted the vendor and as per the information given since you were tagged as no show, they said that your reservations was already been charged. We apologize for any inconvenience this may have caused. Thank you for choosing Expedia, Expedia Customer Service Team” As soon as I read the above message, I decided to speak with someone from the Crowne Plaza Atlanta – Midtown Hotel directly, as I thought that this matter may not get resolved, because there may have been some lack of communication and I just wanted this stressful experience to finally be over. I asked specifically for the manager on duty when I called and I ended up speaking to ***** (I believe that this is her name). I explained the whole ordeal to ***** and she said that she was not aware of this matter, that she did not have the authority to give refunds, and that she was actually the supervisor on duty, but that I could leave a detailed message for the manager of the hotel. ***** said that she would transfer me and hung up the phone instead. I usually do not write reviews, but this whole experience did not give me any choice, because I do not want others to have to go through this, especially when they have to worry about one of their loved ones being severely sick. I contacted the hotel and Expedia.com during my stay in Atlanta, Georgia, because I thought it could get resolved quickly and because I wanted to avoid being told that nothing could be done after my departure. I understand that my reservations were last minute and I would have moved on from this ordeal, if I would have been told that refunds are not possible. However, inferring that I would have received a refund, but that I will not get one as I was, according to the hotel, a no show, and being treated by the Expedia.com staff and the hotel staff as though I am a liar and nuisance is unacceptable and unfair. Lastly, my name is not ***** and I did not stay at the ******** ************ ***** *** * ***** ****. This message clearly includes the wrong information and it shows the lack of care of the Expedia team to get my case resolved in an acceptable manner.

Desired Settlement: I was clearly at the hotel upon arriving to Atlanta, Georgia and not a no show and due to this, I am meeting the hotel’s requirements for receiving a refund. Therefore, I am requesting a full refund from Expedia.com and the Crowne Plaza Atlanta – Midtown Hotel for the payment I made to the hotel and Expedia.com.

Business Response:

We recognized Ms. ******* concern and information regarding her concerns. We sympathize with Ms. ******* as it pertains to the situation with her partner and wish her partner a speedy recovery.

Expedia is not and IHG company and as a result, unfortunately, IHG and the Crowne Plaza Atlanta - Midtown cannot influence Expedia.com's decide for Expedia on whether or not to refund Ms. *******. The policies Ms. ******* agreed to on Expedia are usually non-refundable regardless of the situation and are completely controlled by Expedia. We have asked Crowne Plaza Atlanta - Midtown management to review the information provided by Ms. ******* and have asked them to provide any assistance they can, but ultimately the decision remains with Expedia.

Our records do reflect a no-show on the reservation.

Please refer this case to Expedia for all additional handling as IHG is not responsible for the charges Ms. ******* has received. IHG does not have access to the agreement Ms. ******* has made with Expedia.

3/25/2015 Problems with Product/Service
3/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I reserved a room through IHG's website, using 10,000 points and $70 for one night. The reservation clearly states Cancellation Policy: "Canceling your reservation before 6:00 PM (local hotel time) on Friday, 27 March, 2015 will result in no charge. Canceling your reservation after 6:00 PM (local hotel time) on 27 March, 2015, or failing to show, will result in a charge of 1 night per room to your credit card. Taxes may apply. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of your reservation". The reservation was for March 6th, 2015. I canceled on February 23, 2015, well within this policy. I waited two weeks for my $70 to be refunded, before calling customer service. When I did call customer service, I was bounced around from person to person, before being told that my reservation was non-refundable. Nowhere did it say during my booking that this was the case. In fact, I went back in to make another "mock" reservation, and again it says nothing about it being non-refundable. The email I have confirming and canceling the reservation clearly states, that canceling the reservation withing the given time period will result in NO CHARGE!!!!!

Desired Settlement: I want a full refund.

Business Response:

Response to Better Business Bureau case:

 

We have reviewed Mr. *****'s complaint and while we understand his position the below information must also be taken into consideration for the booking he made. This information is found at the bottom of the booking page on the IHG site.

 

(There is a radial button on the website in front of "I certify that:" that a guest must select before the booking can be completed. By selecting this button the guest agrees that he/she has read and understands these additional conditions listed below for the booking)

I certify that:

-I am at least 18 years of age and that at least one guest in my party will be at least 21 years of age upon check in.

-I authorize a charge of $70.00 per night for a total of $70.00 charged to my specified payment method for the immediate purchase of 10,000 total IHG® Rewards Club points to be applied towards this Reward Night booking. This point purchase fee is non-refundable.

Note: Additional charges may be incurred if you do not show up at the hotel without canceling your reservation. Please review rate description and rate rules for details.

 

The cancellation policy the guest is quoting does not pertain to this separate charge used to purchase the points as mentioned above, but pertains the use of the points used for the Reward Night booking. The guest will not incur additional charges and will not be charged the Rewards Club points if he cancelled the booking before the deadline. When Mr. ***** cancelled his reservation he was refunded the points to is IHG Rewards Club account that were used to make the booking as these points are deducted immediately at the time of booking as noted in the rate description online.

 

IHG representatives have tried to explain the above information to Mr. ***** as he still has access to the points he purchased online to make this booking as he can still use the points purchased for another reservation in the future. Further Mr. ***** declined to allow IHG representatives the option of walking Mr. ***** through the booking process online to show him where he agreed to the above reservation and purchase details and agreements made with IHG.

 

As noted above the $70.00 charge for the points purchase is non-refundable and was agreed to by Mr. ***** at the time of booking as the booking could not be completed without selecting the radial button that notes he agrees to the bookings terms and conditions. IHG considers this matter closed. Mr. ***** still has access to the points purchased and can use them for another reservation.

3/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On March 9th I reserved a hotel room with an IHG hotel, Candlewood Suites, in Kansas City, KS. The confirmation number is ********. I then found a lower price at a Country Inns hotel down the street, so I filled out the on line form for IHG's "best price guarantee." Today I received an email (IHG reference number ********) stating that my claim, and the guarantee were not valid because: "Please know that a 'non-IHG Website" is defined as a website not owned by IHG, that makes IHG room inventory publicly available and offers it directly to consumers, and that provides a confirmation of a completed reservation at the moment of completion of that reservation. Since the website you are claiming is a competitor hotel, the claim did not qualify." IHG's definition of "non-IHG website" refers only to aftermarket vendors like "Priceline, Expedia, etc." Anyone not directly profiting from that definition would define a "non-IHG website" as any website not owned by IHG, including websites owned by their competition.

Desired Settlement: I want them to honor their guarantee and give me the room for free. It's highly unlikely, and I know it, but in addition to that, they should change their corporate definition of "non-IHG website" from a misleading one that benefits them, to an honest definition that every consumer understands. If their guarantee only applies to aftermarket vendors and not their competition they should be honest and say so.

Business Response:

Yes Mr. ******* is correct that the website he used and asked to be compared is not an IHG website, and is a "non-IHG site" as a result. However, in his complaint filed with the Better Business Bureau he included the following; which is also found in IHG's Best Price Guarantee terms and conditions, in which the full term states:

Term 14: "Definitions. A “non-IHG Website” is defined as a website not owned by IHG, that makes IHG rooms inventory publicly available and offers it directly to consumers, and that provides a confirmation of a completed reservation at the moment of completion of that reservation. A “stay” (for purposes of the Guarantee) may be one night; consecutive nights at the same hotel location, regardless of frequency of check-in/check-out; or two or more nights, even if non-consecutive, in the same seven (7) day period at the same hotel location. “Within fifty (50) miles” means within fifty (50) miles when seeking directions between locations on Google Maps. Guests are only able to claim one (1) free night per stay at an IHG hotel globally, regardless of location.

Mr. ******* is asking IHG to give him a free night because he has found a lower rate at a different hotel that is not an IHG hotel or property.

 As noted in the above the term states that the website must make "IHG rooms inventory publicly available and offers it directly to consumers". The website he has asked us to use does not sell rooms for IHG hotels or properties publicly and is also not for the IHG hotel he is reserved at. Mr. ******* reserved IHG's Candlewood Suites Kansas City, and as noted in his comments he found the lower rate at the "Country Inns hotel down the street" which is not an IHG hotel.

As the lower price is not found for the same IHG hotel as he has reserved, his claim cannot be considered. Thus, a free night will not be provided to Mr. *******.

For further reference to IHG full Best Price Guarantee terms and conditions please go to the following link:https://www.ihg.com/hotels/us/en/customer-care/lowest-internet-rate-terms-conditions

3/20/2015 Problems with Product/Service
3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had 100 bucks held on my debit AND my credit card because staff didn't check to see that it had already been done. Was treated rudely by multiple staff members. Children were treated even worse. Outlet in my suite by bed didn't work. Lamp had a smashed light bulb in it! Guest laundry had an ant infestation! Our bedding in bag in closet had dead ants in it! We used the laundry before we realized there were insects inside the machines!  (I have video and photos of the insects on floor and inside machines) Now home and have dead ants on our personal clothes from your machines! At checkout they attempted to bill me for a phone call that was never made; the number they had listed didn't even exist! It had 8 numbers instead of ten! To top it off I've still not receive ed any points to my reward club account for this stay! Now that's a ridiculous amount of issues for one stay. I've traveled the world and never experienced anything like this. I want a full refund of 269.48. I have sent 4 separate submissions to you and received no response which is unbelievable. Will be contacting the Better Business Bureau and the Consumer Financial Protection Bureau on Monday. Sent from my Verizon Wireless 4G LTE smartphone

Desired Settlement: I'm still finding dead bugs in my clothes at home from their establishment. I want a full refund to my debit card in the amount of $269? 48. Thats what I paid. The member hotel this occurred at was Staybridge Suites in Great Falls, MT. I have sent identical correspondence to the local hotel and every corporate division they have and I'm getting the run around.

Business Response: Thank you for bringing Mr. ******'s concerns to our attention. His comments have been documented under IHG reference number ********. I am very sorry for Mr. ******'s poor experience at the StayBridge Suites Great Falls, MT. Mr. ****** has already been in contact with IHG's Customer Care department and they have issued him a refund in the amount of $269.48 like he requested. Hopefully we will get another opportunity to host Mr. ****** in the future.

3/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/27/2015 I emailed ******************@ihg.com because I wanted to know if a "standard room" (on the www.ihg.com) was the same as a "single room."(www.amoma.com). On both websites there was no description on what kind of bed was in there only that it was a "standard" and a "single" room. I had emailed IHG BEFORE I made a reservation because I wanted this clarification so that I could reserve the room on www.amoma.com to put in the free night claim under IHG's "Best Rate Guarantee." The price on www.amoma.com was $114 and $115 for a single room. On 2/27/2015 at 6:30 EST, I received a response from an IHG rep. This IHG rep wrote in the email:""Please know that Single Room represents a Standard room, this type of room is not Guaranteed, bed type and smoking preference will be allocated upon arrival." Best Regards,****** ******Best Price Guarantee Help desk,IHG. Because of the email response clarifying the definition, I went ahead and booked the room because according to ******, "Single Room represents a Standard room". At 10:39 on 2/27/15, an IHG rep named ***** ******* emails me to reject my claim because she said the room was $188.44. I go back to the website and the $188.44 is for the most expensive standard room on the bottom of the list. On the www.amoma.com list of rooms, they list Single room $114, Double room $114, Single room $115... and ***** chose the most expensive one and not the one for $114 or $115. The "Single Room" is the "Standard Room" because the other IHG rep ****** told me so in an email which is why I reserved this room in the first place. Product_Or_Service: Holiday Inn hotel room Order_Number: ******** Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to get the FREE ROOM awarded to me, OR get a refund on my credit card for the full amount because the IHG rep ****** ****** gave me that information that the "SINGLE ROOM" was considered the "STANDARD ROOM" and that is why I booked it. I have the original email and the screen shot of the website.

Business Response:

A free room will not be provided to Ms. *****. Ms. ***** has now cancelled her reservation thus she is not entitled to move forward with this claim. He reservation was cancelled by the hotel without charge as a one time courtesy.

As per the original claim submitted by Ms. ***** we have reviewed the information and verification done by our Best Price Guarantee department and agents. Review shows that there were no rates on the Third Party/Online Travel Agency websites that were at a lower rate than what Ms. ***** had originally reserved on our IHG site. As such her claim was not valid per the Best Price Guarantee terms and conditions.

IHG consider this issue closed.

 

Consumer Response: I had to call the manager **** at the hotel location and ask her to cancel the reservation without penalty. iHG is wrong when they say "they cancelled it without penalty." It was the discretion of the manager after I spoke with her to cancel without penalty. IHG has not accepted any of my screen shots,the supervisor did not re-check the website when I asked him to look for the lower rate but just made the decision based on the initial review. iHG has inconvenienced me so much in trying to ask the Supervisor to look at the website that I requested multiple times when I found the lower rate on the competing website multiple times. IHG has been deceptive in their best guarantee rate by first, claiming that a standard room was a single room to me in an email, then not accepting my claim because they chose a higher price room from the competing website that was a not single room because they claim they could not find the price of the room of the competing website. I checked the website after the initial rejection of my claim multiple times over the course of 2 days and the lower price was there. Then, when I requested a supervisor to review and type in the competing website to double

check the price from the initial reviewer, they claim they "could not find it" although I provided screen shots from the website for the next two days begging them to double check and see the price that was currently there. IHG should at least give me some bonus points towards my IHG club rewards card because of the inconvenience they placed on me. Again, IHG customer service refused to call the hotel on my behalf when I sked the phone representative 3 primes to call the manager. The woman refused so I called and spoke to the manager **** and she cancelled my reservation without penalty because I asked. IHG should not take credit for the cancellation where I wasn't charged because I was the one who asked the management first, and not them. The customer service on the phone was very poor and the IHG reps on the email never double checked the price online from the competitor's website after I checked and provided screen shots as evidence. Overall IHG service was poor and unacceptable.


Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****

Business Response:

Thank you for bringing Ms. *****'s additional comments to our attention. Her Best Price Guarantee claim did not qualify because the lower rate on the third party website could not be verified. The Best Price Guarantee department has their own process for verifying claims and screenshots from guests are not accepted. This is stated in the Terms & Conditions of the Best Price Guarantee programme. The Terms & Conditions can be found at https://www.ihg.com/hotels/us/en/customer-care/lowest-internet-rate-terms-conditions
The Best Price Guarantee department does not accept phone calls. All communications are done via email. Ms. ***** called IHG's Customer Care department regarding her claim and, unfortunately, they were not in the position to assist her. I am sorry Ms. *****'s experience with Customer Care was negative. At this point Ms. *****'s reservation has been canceled without charge. I apologize for any inconvenience she has experienced but our position on this matter has not changed.

3/12/2015 Problems with Product/Service
3/12/2015 Billing/Collection Issues
3/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a 3 night hotel stay to get me closer to complete the 5 nights needed for a huge promotion. Before I booked, I made sure it qualifies as a "qualifying night" and therefore qualify for the promotion. The terms of the rate I booked: http://www.ihg.com/hotels/gb/en/global/offers/hotel/newyear-sale?PID=7304739&cm_mmc=CJ-_-4152654-_-7304739-_-EN_Deep+Link+Redirect_MB_Global_Text&icdv=99613032#tc "Rate is per room per night and qualifies for IHG® Rewards Club points or airline miles. Tax and service charges may apply. Room rates will be billed in local currency." When the points from my stay did not post, I contacted IHG customer support and they are saying that it is not qualified for the points and will not count toward the promotion. A stright out contradiction with the terms that I relied on when I booked.

Desired Settlement: I want either the room to be refunded or the nights to count as qualified night like the terms and conditions.

Business Response:

We have reviewed the claim submitted by the guest. IHG Rewards Club has already issued the points for the stay. Review confirmed the guest position that reservation reserved did qualify for points. The link provided by the guest does support that the rate reserved was supposed to get points as a qualifying stay. The proper adjustments have been made to the earnings for the stay.

We are sorry for any frustration this issue has caused the guest.

Kind Regards,

*** *****
IHG Customer Care

3/5/2015 Problems with Product/Service
2/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a call from the "survey" department. Upon completion of the "survey" which in retrospect is just a sales information gathering call, I was told I would receive a complimentary stay. When I was transferred to find the details of such a stay, someone tried to sell me on vacation packages. I respectfully declined and asked for my free stay, to which the representative responded rudely and then hung up on me. This is a deceptive business practice. I would have gladly answered a real survey without the need to offer a stay, but once offered I hold the business at their word. As it stands, I do not plan to stay at any of their hotels again and will make sure other folks are aware of your business practices. This business has taken what was a pleasant stay and soured it.

Desired Settlement: Since I was promised a complimentary stay for answering the survey, I would like that complimentary stay, no strings attached.

Business Response: Thank you for bringing Mr. ******'s concerns to our attention. I am sorry about his poor experience with the Holiday Inn Club Vacations. Mr. ******'s complaint has been documented under IHG reference number ********. His concerns have been forwarded to the Holiday Inn Club Vacations customer service and we have requested them to follow up with Mr. ****** directly as Holiday Inn Club vacation related issues are not handled by IHG Customer Care. I apologize for any confusion.

2/23/2015 Problems with Product/Service
2/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very disappointing because early Saturday morning, I booked a 3 night stay at Holiday Inn Express in North Bergen, NJ trusting that the website would have the best rates as it advertises in its guarantee. Minutes after booking, like most consumers I checked around and right on Expedia.com I found a cheaper rate at $115.66 plus $17.34 in taxes per night for 3 nights totaling $399. On their website it was $119.20 plus $17.88 in taxes per night for 3 nights totaling $411.24. Though this is a small difference, I immediately took photos as I was stunned in disbelief. I read through the terms and confidently felt the company would honor the guarantee or at best match expedia's price. Instead, I received a response close to midnight and was first told that the rate from Expedia does not include the corresponding taxes and fees. This response alone suggests that the person responding did see and confirm the $115.66, but did not look at the taxes clearly. I responded early Sunday Morning with my screenshot with a timestamp verifying that the taxes were included in that $399 price on expedia and I received a response again close to Midnight stating they won't accept my screenshot as evidence. I really expected that the company would honor its policies or not have policies it truly cannot fulfill. I am a small business owner and would only make guarantees to my clients I can fulfill. This purchase I mades was clearly non-refundable. I read and understand that I am unable to get a refund should I change my mind. I can honor those terms as a consumer. I do expect as business owner's that Holiday Inn policies and guarantees are honored as well. I really look forward to hearing from someone at the management level at Holiday Inn to explain the discrepancies or the change in policy. Feel free to reach me directly at ************

Desired Settlement: I want Holiday Inn to honor it's best price guarantee policy. It is a strong policy which is why I was so confident when I made the purchase. I want them to change it if they can't honor it and would appreciate an explanation or an apology instead of lies. https://www.ihg.com/hotels/us/en/customer-care/best-price-guarantee

Business Response:

Mr. ********* has been in contact with multiple offices with in IHG including the office of IHG's CEO. IHG has advised Mr. ********* his claim did not meet IHG's Best Price Guarantee Terms and Conditions for the claim to be valid. The rate Mr. ********* reserved through IHG was the same rate that was available on the Expedia website at the time of IHG's verification of the claim submitted.

The full Terms and Conditions are available at the following link: https://www.ihg.com/hotels/us/en/customer-care/lowest-internet-rate-terms-conditions

The following is IHG's Best Price Guarantee Term and Condition that states verification of claim is left to IHG. It also states that IHG will not accept screenshots from a customer to verify a claim.

11. Verification of Claims. All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery.

Based on the above information provided IHG considers this matter closed.

2/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: There was a promotion running by IHG last year, called “Into the nights”. I got several offers that I would be issued 50000 bonus points or two free nights certificates after completing all offers. However during the middle of promotion I noticed that my promotion offers were probably changed without any notification ahead. I have already booked hotels at the time just to finish the promotion offers. So I tried to call the customer service to cancel my reservation and get my deposits back since the offers were changed. I got transferred to local hotel manager but he refused to issue the refund. The manager asked for proof of offer change which I don’t have. But later I searched Internet and noticed that a lot of people just like me, their promotion offers were also changed without any explanation. Since the manager refused to cancel my reservation and issue me the refund, I thought I should probably go ahead and finish the changed offer. So I booked one more night in the same Holiday Inn hotel to complete the “Change your view, stay at 2 holiday Inn hotel(s)” offer. I carefully read the term this time to check for any words like two different holiday inn, different holiday inn locations, etc. But I didn’t see any indications about this. So I thought I can stay in one same holiday inn for two stays and complete the offer. However the hotel refused to issue me bonus points/free night I deserve. They insist that I have to stay in two different holiday inn hotels to complete the offer, which is obviously not mentioned in the original term. They tried to give me explanations not stated clearly in the original terms, which is obviously not honest. PS: Original terms of "change your view": Must be an IHG® Rewards Club member and must register your member number in advance to participate in this Offer (""Registration""). Number of bonus points or bonus miles listed above will be awarded after re**ired number of **alifying stays have been consumed by the member between 4 September 2014 and 31 December 2014 (both dates inclusive) at Holiday Inn® hotels worldwide. Stays at Holiday Inn Resorts and Holiday Inn Club Vacation properties count as Stays at Holiday Inn brand and Stays at InterContinental Alliance Resort properties count as Stays at the InterContinental brand. A Stay is defined per IHG Rewards Club Membership Terms and Conditions as one night or consecutive nights at the same hotel, regardless of fre**ency of check-in/out (“Stay”). A Stay constitutes a “**alifying Stay” when paying **alifying rates, which include most business and leisure rates. Points are not issued for Stays at the following reduced room rates (Non-**alifying Room Rates or Non-**alifying Stay): net wholesale individual and group rate, certain package rates, employee discount rate, friends and family rate, crew rate, special discounted contract rates, seasonal worker/crew rate, 50% travel club discount rate, travel industry discount rate, distressed passenger rate, IHG® Rewards Club Reward Nights/Airline Hotel Reward rate, most rates booked through most third party web sites, complimentary hotel Stays and any other rates not defined as a **alifying Room Rate at IHG’s discretion. Only one room per member per Stay will be awarded the applicable bonus points or miles. No retroactive points or miles will be awarded for Stays prior to Registration. You must be a miles collector with a preferred alliance in order to collect miles. Fre**ency/ partner credits may be issued in currencies other than miles. Click here for a list of all participating airlines. All airline program terms and conditions apply. Please allow up to 2 to 3 weeks for points or miles to be credited after checkout. This Offer is subject to standard IHG Rewards Club Membership Terms and Conditions and earning structure, which can be obtained by visiting www.ihgrewardsclub.com. This exclusive Offer is valid and applies to the original recipient only. IHG reserves the right to remove a member's bonus points or miles if fraudulent use of the Offer is detected. IHG reserves the right of final interpretation of this Offer.

Desired Settlement: 25000 bonus points or one free night certificate (for completing all 5 offers) plus 2000 bonus points (for completing change your view offer) formal apology for inconvenience caused (in mail or email)

Business Response:

We appreciate the opportunity to further address Mr. **'s complaint. Mr. ** has already been in contact with IHG's Rewards Club department and his complaint has been handled internally.

IHG's position regarding Mr. **'s complaint:

As noted in Mr. **'s comments provided to BBB, he included the Into the Nights Promotions Terms and Conditions. Part of the terms and conditions listed the following statement: "IHG reserves the right of final interpretation of this Offer."

Mr. **'s complaint pertained to a specific offer found with in the Into the Nights Promotion in which he must complete to earn this bonus. This was the 'Change your view' offer. This offer varied from member to member, in Mr. **'s case the offer stated "Stay at 2 Holiday Inn Hotels."

IHG's interpretation of this offer was and has been that a member must stay at a certain number of Holiday Inn hotels to complete the offer. Mr. ** only stayed at 1 Holiday Inn hotel for which he confirmed he stayed at the same hotel twice. As it was the same hotel he did not complete the offer requirements and did not qualify for the bonus.

IHG considers this case closed.

If Mr. ** wishes to further address this matter he can contact our service center and speak further with him. IHG Rewards Club's phone number is **************

2/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have complaint with IHG regarding fraudulent advertising, as it relates to their Best Price Guarantee. I booked my reservation on IHG website. However, after booking I saw on Expedia a lower daily rate than IHG.IHG: $69.99/night for Total: 158.18Expedia: $60.45/night for Total: $136.62I have been going back and forth in several emails with their Guarantee Team, and they have yet been able to disapprove my claim. Only reject without validation or proof. Obviously as a technique to lie their way out of there own guarantee. I have provided links and a (pdf) screenshot of the transaction proving the price difference.Here's the link to the site:****************************************************************************************************************************************** Product_Or_Service: Holiday InnHotel Accomodations Account_Number: Confirmation: ******

Desired Settlement: DesiredSettlementID: Refund I wish for them to adhere to their guarantee.The Best Price Guarantee is our promise that the best hotel room prices for any InterContinental Hotels Group (IHG) property can be found directly on our Web sites. If you find a lower room price (room rate) with a lower total room cost (including all taxes and fees) on a publicly available competing Web site for the same hotel, type of accommodations and rate restrictions on the same date(s), well not only match that lowe

Business Response:

We appreciate the opportunity to respond to the guests complaint. The claim has already been handled internally by IHG's departments.

The link provided by Ms. **** for Expedia is invalid as it goes to an error page. Further IHG will not accept Mr. ****s screenshots per the following Best Price Guarantee Term and Condition:

11. Verification of Claims. All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery.

During IHG's verification of the claim submitted, the Best Price Guarantee Department was unable to verify the lower rate claimed by Mr. **** as such the claim is not valid. The rate IHG found to be available on Expedia was in fact higher than the rate Mr. **** reserved on our IHG website.

IHG considers the case closed.

2/17/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm extremely disappointment and have contacted IHG/Holiday Inn Express multiple times about this issue. I'm looking forward to this issue being resolved. I booked a room for mid April 2015 at the Holiday Inn Express & Suites Phoenix Airport and unfortunately had a change of plans. Called today (over 2 months before the booking) and was told a refund was not an option. The manager (**** ******) lost his cool (he must deal with lots of upset customers due to this policy) and hung up on me. When I called back he threatened to call the police for harassment. This was just the second time I had talked to him (the first being when he hung up on me). I was shocked by this--my $250 was taken and he's going to call the police because I'm asking for it back? I did not yell or get mad, simply asked how I could go about getting a refund. I'm a customer service manager and am appalled not only by **** ******'s actions and simply want a refund for a hotel stay I will not be using. I've been told that the manner that this room was booked does not allow for a refund--THIS WAS NOT CLEAR AT THE TIME OF PURCHASE. I feel deceived and suggest this locked in rate be presented in a more clear manner on the website. I'm asking that an exception be made to whatever policy prevents you from returns my money. I will not be able to use the room, no goods are services are being given to me--there is no need for you to take my money.

Desired Settlement: I just want my money back. It was not clear that this was a restricted purchase in any manner. I contacted the business in a timely manner about the cancellation (3 days after the purchase with over 2 months before the booking).

Business Response:

IHG  representatives, both corporate and at the hotel level, have previously spoken with and corresponded with Mr. ****** on multiple occasions. Mr. ****** has been advised that to the booking terms were agreed to at the time of booking. While Mr. ****** feels the terms were not clear, IHG provides multiple opportunities on the website during the booking process for guest to see and review these booking terms prior to completing the booking.

The following are the booking terms that have been agreed to at the time of booking for the reservation in question:

RATE RULES:
ADVANCE PURCHASE REQUIRED
DEPOSIT RULES:
A deposit for the entire stay is due at time of booking.

and

Deposit Required:
A deposit for the entire stay is due at time of booking.
CANCELLATION POLICY:
Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.

IHG further require that the guest certify the following by selecting a check box that is required to be checked prior the guest being able to complete the reservation:

Terms and Conditions
I certify that:
I am at least 18 years of age and that at least one guest in my party will be at least 21 years of age upon check in.
I have read and understand the rate description and rate rules for my reservation.

Based on this information a refund will not be issued to Mr. ****** if he chooses to move forward and cancel the reservation. Mr. ****** however is able to make a change to the reservation to another future date of his choosing. The above booking terms will remain applicable and the highest applicable rate reserved will be non-refundable.

IHG internal case numbers ********, ********, and ********. All additional contacts to IHG Guest Relations will be referred to IHG case number ********.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

When I called and spoke to the front desk I was told that a cancellation would not be an issue as long as it wasn't the week leading up to the Super Bowl (since the Super Bowl is being held in Arizona). Maybe their worker was overwhelmed by the flood of visits during this busy week. There was no mention of any other restrictions or issues. It's disappointing to see the lack customer service and inability to accept blame demonstrated by IHG and the Holiday Inn Express. Their terms were not clear to me at the point of purchase and an individual they employ gave incorrect information. I simply want my $250 returned to me since I am unable to use the room. IHG and the Holiday Inn Express will not be out any products or services--they simply are choosing to steal my money rather than seeing this from the customer's perspective.

Sincerely,

**** ******

Business Response:

Mr. ****** is welcome to cancel the reservation; there is no restriction that states he cannot nor have we advised that the reservation cannot be cancelled. If he chooses to cancel, the charges received from the Holiday Inn Express and Suites Phoenix Airport (University Dr.), AZ will remain non-refundable.

 

If Mr. ****** chooses to cancel the reservation, the hotel management has generously offered Mr. ****** the opportunity to use the amount paid to the hotel until April 2016. This amount is $249.24, which will be held at the hotel level, as a credit, for the guest to use on a future stay (until April 2016).

 

The other option Mr. ****** has at this time is to change the reservation to a different date that he will be able to stay at the hotel. The terms and conditions agreed at the time of booking remain the same and the highest applicable rate will be what Mr. ****** is responsible to pay. This is to say, if the dates the guest chooses to change the reservation too has a higher cost (above $249.24), they will be responsible for new higher rates, which will also be non-refundable.

 

At the current time, the reservation is still active (has not been cancelled) and can be used during the dates currently reserved in April of this year (2015).

 

Mr. ****** is welcome to again speak directly with our offices at ***** ******** and reference case number ********, if he chooses to accept one of the options presented above.

 

IHG considers this case closed as the terms and conditions, which were quoted in our previous response, were agreed to at the time of booking.

1/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The Company did not Honor their Best Rate Guarantee. My confirmation #******** for 2 nights stay at the Holiday Inn Express in State College, PA The Company promotes a Best Rate Guarantee on its website when making online reservations. I checked the room rate (with taxes and fees) on the IHG site and then also checked a competitive site at the same time noting a lower total rate for the exact same room and travel dates (I took a screen shot of this lower rate offered on a competitive site). I then booked on the IHG site with the knowledge that the Best Rate Guarantee would apply. I submitted a Best Rate Guarantee claim on the IHG site following all of the protocols they required. I was subsequently denied the Best Rate Guarantee by IHG as the rate on the competitive site changed the following day (when the claim was evaluated by IHG) to a rate that equaled the IHG rate. I provided a dated screen shot of the lower competitive rate to the IHG Claims department, but was still denied. The screen shot was not altered for any date or rate changes as the IHG Claims department suggested I could have done. Based on IHG's ability to validate a competitive rate up to 24 hours after a claim is filed, the Best Rate Guarantee really has no significance and is a misleading attempt to confuse the customer.

Desired Settlement: The Best Rate Guarantee provides for a free night at the Hotel being booked in addition to honoring the lower competitive rate for the subsequent nights of the reservation. Accordingly, I am due a refund of one night's reservation of $301 (plus taxes) in addition to a $9 refund for the lower competitive rate applicable to the 2nd night of my reservation.

Business Response: Thank you for bringing this matter to our attention. Our Best Price Guarantee department has found this claim to be invalid as it does not meet all the Terms and Conditions of the Best Price Guarantee Terms and Conditions. The lower rate Mr. ****** was referring to was unavailable at the time of verification. The rate was the same as the rate Mr. ****** had booked on the IHG website. Screenshots from other sources are not accepted as the verification must be done by our Best Price Guarantee department. I am sorry for any confusion and upset this may cause.  However, our position has not changed.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

IHG offers a Best Rate Guarantee that is essentially no guarantee.  Unless the pricing can be validated against competitive offers at the time the reservation takes place, the Company's guarantee is meaningless and not verifiable (and misleading to the public) as rates can (and did) change after my reservation was booked.  Despite IHG's refusal to accept a dated (and completely unaltered) screenshot of the lower rate I obtained, they refused to honor the true intention of their marketing tool.  That is that IHG offers the best rates for their own hotel properties.  They do not, and despite their lengthy T&C's that they hide behind, they should stand behind their own marketing promises. and honor their guarantee.  To go to the extent they have up to this point and upset a customer is probably the most frustrating outcome of this exercise. 

Sincerely,

***** ******

1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My privacy was invaded and iPad damaged; this can be proven if reviewed for key entries. My room was cleaned on check-out day before I checked out. Purchased made 11/29/13 from Best Buy in White Marsh, MD 21162 an iPad2 model MC979LL/A WHITE 16GB W for $317.99 I had a $100 sale discount and I saved $6 in sales tax. I am seeking full value as per my receipt. A Visa payment was made with associate # *******. My InterContinental Hotels Group (IHG) Case Reference # ********. 2/17/13 damage occurred at independently owned and operated location which is listed as an InterContinental Hotels Group Hotel which was Candlewood Suites Durham, NC 1818 E. Highway 54 Durham, NC 27713 ###-###-#### I am certain they have insurance for situations like this. This hotel does not practice or adhere to the InterContinental Hotels Group policies and/or procedures. 1) I informed the front desk that I required a late check out on 2/17/13 because my consultant contract ended and I will pack after work that day. I paid my bill and went to work. When I entered my room, it was clean. My iPad that was in the bed was now on top of a made bed. I did not check it because I was packing. That is a health violation and this explains why I found long red hair underneath the covers when I checked in the room. My room was entered and cleaned without my permission. The bed was stripped not knowing my iPad was in the covers. When I request my room to be cleaned I put my iPad up. The hotel agreed to pay for it then when they realized that I did not have iCare they offered me $79 for my iPad. 2) I went to the highest level of customer care without resolution. Then I contacted the corporate office at ###-###-#### option 7; I spoke with Janelle the receptionist. She forwarded my concerns to the upper management in Salt Lake City. I was contacted by **** *** and he stated that the $79 offer stood. **** *** stated I had to contact Mr. **** ******* President of the Americas InterContinental Hotels Group at 3 Ravinia Dr. Suite 100 Atlanta, GA 30346. I sent all corresponding emails, receipts for and pictures of my iPad via priority mail; addressed to Mr. **** ******* President of the Americas. Tracking Number: 9******************466 Image of a progress bar displaying In Transit status delivered On Time Expected Delivery Day: Friday, October 17, 2014 Product & Tracking Information Postal Product: Priority Mail 2-Day' Features: $50 insurance included USPS Tracking' DATE & TIME STATUS OF ITEM LOCATION October 17, 2014 , 11:03 am Delivered ATLANTA, GA 30346 Your item was delivered at 11:03 am on October 17, 2014 in ATLANTA, GA 30346. No response from the office of **** ******* as if yet. I have made more than several calls trying to get a response. My letter went unacknowledged; they read my case #******** due to an email from ******* ******* Executive Liaison. Dear Ms. ****, Thank you for contacting the office of Mr. **** *******, President, Americas, IHG, regarding your experience with the Candlewood Suites Durham, NC. Mr. ******* has asked I handle your situation on his behalf. I am very sorry to learn of your frustration and lack of confidence this may have caused you. I have contacted the management of this independently owned and operated location regarding the situation. We greatly appreciate your comments and do take these matters very seriously. We were advised they have contacted you and offered a resolution to fix your iPad. If you need further information, please contact the hotel management directly. I informed ******* ****** I did and he has not responded to my concerns. 3) They require a pet deposit for cleaning of the room after the pet leaves. They scam pet lovers out of deposits and do not deep clean the rooms; which leave people with allergies at risk. This can be verified with pet deposits and cleaning invoices. I found an abundant amount of dog hair in my room and hair in my sheets, bathroom sink and shower. I made a formal complaint with IHG, my room was cleaned including the carpet and clean sheets.

Desired Settlement: I am seeking replacement of my new iPad that was damaged due to a violation of privacy and neglect. I would like a formal apology from IHG due to the lack of empathy for their customers who make them wealthy. I am an IHG Platinum Member. I am also requesting points be added to Member # ********* because of their negligence regarding this stressful matter that has taken over 6 months without resolutions. It is a disgrace that a company that has a share price of $2,369.00 and does not care about their customers. 1 share is equivalent to 5.6 iPads not to mention they have liability insurance. Make sure independently owned and operated hotel that are under their umbrella be inspected and checked to see if the hotel is worthy to represent them.

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: ###-###-####
Thank you for bringing this matter to our attention. Ms. ****'s complaint has been handled by the highest available management in Customer Care. Our position on this matter has not changed. Ms. **** was offered a check in the amount of $79.00 because Apple advised the hotel management this is the amount it would cost to repair the damage on the iPad. If Ms. **** would like to pursue this matter further, she will need to contact our Executive Liaison team that has previously been in touch with her.

Consumer Response: Why is this complaint closed whe I sent emails stating they wold fix my iPad! The accessed my room to clean without permission before I had time to checkout! This is unfair and this is supposed to be the BBB!? If the shoe was on the other foot something would be done!

Why should I pay for a hearing when I submitted proof of an IHG admitting to repair my ipad! I am demanding my iPad be fixed or replaced! (**** consumer rebuttal.********.pdf)

Business Response: As previously stated Ms. **** has been advised that she must pursue this matter further with the individual hotel directly. This is due to it being a franchised (independently owned and operated) hotel and to resolve the issue regarding the IPad it must go through them. The hotel's direct contact information has previously been provided to her. Thank you.

1/22/2015 Problems with Product/Service | Complaint Details Unavailable
1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Oct 27,2014 ****** ***** of Holiday In Express told me that i would be refunded the 257.98 that I was charged on 7/31 and that the funds would be credited to my account in 5-8 days. This did n to happen. On 11/5, he told me that it would take between 2-3 weeks or 30 days. This also did not happen. on 11/26 he told me I would see the funds closer to the 2nd week of December. This did not happen. on 12/19 he informed me that maybe I would get the money in the next few weeks. The last email was auto reply and I did forward to the listed colleagues, but they never acknowledged the e-mail. Product_Or_Service: Hotel Service

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like him to refund my credit card as he promised

Business Response: Thank you for bringing this matter to our attention. We are very sorry for the frustration Ms. ******* ******* has experienced. Unfortunately, she has not advised what hotel she is referring to. We have sent her an email requesting for additional information so we can better assist her.

1/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: IHG rewards website was running an online contest this year, in which I won 11 times AMC coupons for free movie tickets or popcorn/sodas. The coupons were supposed to be mailed out 6-8 weeks after the contest ended, but they only sent out a few and they sent out coupons with bar codes that didnt work at AMC. This was not just mine, it was every person who won. I have and many other people have contacted them multiple times regarding this with ZERO results! I am so done dealing with them. They take a couple days to reply and seem to have no idea about anything.

Desired Settlement: DesiredSettlementID: Replacement I would like a fandango giftcard worth $132 emailed to me, I won 11 times and movies cost around $12.

Business Response: Thank you for bringing this matter to our attention. I am very sorry it is taking so long to resolve Mr. ******' concerns and recognize the fact he is extremely frustrated. This issue is being handled by our Rewards Club department and they are still working on getting things resolved. I sincerely apologize for the delay.

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called to make reservations and rep asked for credit card to hold reservation but charged it instead. Indicate will not refund money but give points. I called today to make reservations with IHG and use my points along with cash. The representative did not explain that the money would need to be paid now instead asked me for my card to hold the room (like any other reservation I make). I gave him my card and them noticed they had taken 420 out of my account immediately. This is the first time I have ever used both points and cash option for reservation and was not aware of this immediate transation. I called back to inquire and was told they would not refund the money but if I cancalled the rooms would give me points on my account. I do not want points...I want my money! As I was being transferred to a supervisor, they hung up on me. I called back an additional 2 more times and each time was disconnectd. The third time I told them I wanted a manager (of which...I did not get one instead got a normal Guest relation manager)and told them I had been disconnected 3 other times. I was successfully connnected to ****** #**** but she was not a manager and not pleasant. I did ask for her manager whish is ******** ******** and asked ****** to get her to call me tomorrow as I am not happy with the handling of this case. We will see if this happens. I also asked for the CEO ******* ******* but they would not give any details. This is a deceitful practive of IHG "Holiday Inn" and needs to be settled to my resolution. Consumers are bein taken advantage of! I do not think I will ever promote IHG again...pitiful!

Desired Settlement: I wante my money back and keep the reservation with payment expected at time of checkin like any normal hotel or give me the whole trip for free! I have wasted valuable family time on New Years day handling this and I really expect the trip for free now. Also want to speak to the CEO!

Business Response: Contact Name and Title: ***** *****
Contact Phone: ************
Contact Email: **************@ihg.com
Thank you for bringing this matter to our attention. Our records show Ms. ****** has been refunded for the $******. She has also been contacted by the representative of the CEO. Ms. ****** was asked for a credit card number when the reservations were made for the purpose of purchasing additional points. The points are then used together with existing points to pay for the reservations. This is how the Points Plus Cash reservations work. It is not possible to pay for the additional points later as they are needed at the time of booking. Normally the funds that are used for purchasing the additional points are nonrefundable. However, an exception was made in this case. I am sorry for any confusion.

1/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IHG continues to deny my valid claim to the company's best price guarantee. I booked a reservation through IHG.com for 2 nights (12/29/14 - 1/1/15) at the Holiday Inn Express - Lake Ray Hubbard location. The advertised price on the IHG.com website was $149/night before taxes. The advertised price on Expedia.com was $119/night before taxes for the exact same room. I booked the room through IHG.com because in order to get their "best price guarantee" you have to fully book a room through the IHG company website before submitting a claim. I made certain to follow all the terms and conditions as laid forth by IHG. But the company has denied my claim even after I have provided screenshots that prove the validity of my claim on the basis of "the ease of modification or alteration of such imagery." Furthermore, their terms and conditions are worded in such a way that it is essentially impossible for the customer to get a fair deal. Section 11 of their terms and conditions state: "All claims are subject to verification by IHG. IHG must be able to verify all elements of the claim and the required terms found on the non-IHG website at the time the claim is processed and verify that both the room price and the total room cost at the time of verification are lower than those found on the IHG website. IHG does not accept screen shots of imagery of lower prices provided by guests due to the ease of modification or alteration of such imagery." One of the many loopholes they have allowed themselves is the phrase "at the time the claim is processed" which in my case was a full 24 hours after I originally filed my claim, leaving them plenty of time during a busy holiday season to wait until the Expedia.com website either sold out of rooms or simply raised the price due to the increasing unavailability of rooms. Their best price guarantee is supposed to be in effect regardless of price. So a $50 room and a $500 room both fall under the same category. As long as you find a cheaper room through another site, they will provide the first night free and match the third party website for the remainder of your stay. So it would make sense with a valid claim to get the best room available since they are going to provide it free of charge. But you have to, as previously stated, book the room through the IHG website before your claim can be considered. And booking through IHG.com requires you to pay in advance for the room you reserve. And their is nothing in the terms and conditions that holds them accountable. They can simply say they were unable to verify a claim even if the competing website still shows a lower price. Their terms and conditions are filled with loopholes that do anything but guarantee the best price for their customers.

Desired Settlement: I would like IHG to honor their terms and conditions by refunding the amount I paid for the first night of my stay and I would also like them to update their terms and conditions to be more transparent so that future customers don't have this same problem. I think the policy of not allowing customer provided screenshots is bogus. Since most cellphones and tablets can provide geo location data of photographs alongside exif meta data, the process of identifying fraudulent claims via altered screenshots is relatively simple. There are websites that provide this service for free. Most of all I just want IHG to engage in ethical business practices.

Business Response: Contact Name and Title: *** ***** Customer Care
Contact Phone: ************
Contact Email: *****@ihg.com
We appreciate the opportunity to address Mr. *******'s comments. We have reviewed the Best Price Guarantee Claim filed by Mr. *******. Our additional review confirmed Mr. ******* reservation and claim filed did not meet IHG's Best Price Guarantee Terms and Conditions.

Mr. ******* filed his claim on December 30 and the IHG representative processed the claim and responded to the claim with in 24 hours of the claim being filed by Mr. *******.

Further review of the claim shows the following Terms and Conditions have not been met for the claim to be valid:

Term 3, which states "In addition, the claim must be submitted at least twenty-four (24) hours prior to the standard check-in time at the applicable IHG hotel." The guest booking was made on December 30 at 3:25 AM local hotel time for hotel chosen by Mr. *******. The arrival date the guest choose for his reservation was December 30, and is therefore already with in this 24 hour timeline.

Additionally Term 11 was also not met as the representative was not able to find the lower rate on the Online Travel Agency, Expedia, for the room type Mr. ******* reserved. Additionally per this term, as stated by Mr. *******, IHG will not consider his screenshots taken in accordance with this Term and Condition.

IHG's full Best Price Guarantee terms and conditions can be found at the following web link:
https://www.ihg.com/hotels/us/en/customer-care/lowest-internet-rate-terms-conditions

If Mr. ******* still wishes to discuss his claim he is welcome to email ******************@ihg.com.

IHG considers this case closed.



1/14/2015 Problems with Product/Service | Complaint Details Unavailable
1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Account cancelled by IHG I applied for an IHG account (#*********) around 6 months ago, stayed many nights in their hotel and bought around 25,000 points with my credit card. They shut down my account on late September and claimed that I was abusing their promotion, which made totally no sense. I only registered the promotion I can find in public online website and my account was solely for my own personal use. I lost lots of my points bought previously and they did not give me anything back as compensation.

Desired Settlement: Give my account and points back to me. Otherwise refund the money on the purchase of my points.

Business Response: Contact Name and Title: *** ***** Customer Care
Contact Phone: ************
Contact Email: *****@ihg.com
The guest has been contacted by IHG's Executive Liaison regarding the closure of his account. The guest will need to follow up directly with the Executive Liaison team to discuss this concern. Their contact information has already been provided to the guest. IHG considers the matter closed.

1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was a Holiday Inn rewards member, directed to Holiday Inn Club when I updated my profile, then sold a Las Vegas vacation in a dishonest manner. October 29, 2014 I updated my IHG membership (I stay at Holiday Inn frequently) and was told I was such a great customer (lots of points) that I would be offered a discount Las Vegas vacation (199$). I was then transferred to a Holiday Inn Club Vacations agent. After a verbal discussion and payment by my credit card, I received a confirmation of the vacation on October 30, 2014. When I claimed my holiday, I was advised that I could be fined 300$ or more, if I didn't attend a sales presentation. This was first mentioned AFTER the purchase, in the confirmation email. There was no opportunity to cancel, in fact, if I cancelled, there would be a further surcharge. My credit card company advises me this happens on a regular basis with these companies, but I only discovered this after the fact. I trusted Holiday Inn, I assumed this company was affiliated with them and would act in the same manner in which Holiday Inn usually conducts itself. Even when I complained to Holiday Inn Club Vacations, the supervisor I asked to speak with stated they were "aligned" with the Holiday Inn Chain. Thus, there are two complaints. First, IHG gave me up to a timeshare company (Holiday Inn Club). Then, the timeshare company sent further conditions and cancellations fee in a contract AFTER the contract had been paid for. This appears to be at least dishonest, at most illegal.

Desired Settlement: Refund the initial $199.00 charge, with no extra fines or levies. That IHG not send unsuspecting customers to Holiday Inn Vacations Club. In the future, that they clearly indicate (not in fine print after the fact) that they are not affiliated with Holiday Inn. Finally, that Holiday Inn Vacations Club provide a contract for review before charging the client. It was the "surprise" element to this after-the-fact fine print that made it the most galling.

Business Response: Contact Name and Title: *** ***** Customer Care
Contact Phone: ***********
Contact Email: *****************@ihg.com
An internal case has been created and the Appropriate IHG department has been notified of the concern and asked to follow up with the guest.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I was reimbursed the original amount (in Canadian dollars) of $199.00 on December 20, but I was charged a cancellation fee of $19.99 (in US fees) by HCV vacation package, Kissimmee on December 17, 2014.
I am very happy regarding the refund, but confused, perplexed and somewhat insulted by this additional charge.

12/30/2014 Problems with Product/Service
12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No Refund given on almost a month in advance cancellation on a room reservation. Details: I made a reservation on 10/27 for a room on 11/26 for one night. 3 days later on 10/30, I cancelled the room. I just received my credit card statement and have been charged the full amount for the room of $94.35. I called the front desk to see if they could do anything about receiving a refund and they were of no help. I called their customer care service and they stated that when you reserve a room as an advance purchase the policy is you are charged the full amount of the room reservation if you cancel it. I have never heard of such a thing before, have stayed at many hotels before and have never had a problem with receiving a refund if I gave them enough notice in advance about cancelling it. This seems to me to be some type of scam. I'm charged for something I never get. I found this small print in an email when I cancelled the room:Cancellation Policy: Reservation ******** has been cancelled on 26 November, 2014 at 11:20 PM (local hotel time). Your cancellation number is ********. A cancellation penalty equal to the entire reservation per room will be charged to your credit card on file.Must purchase at least 7 days in advance.A deposit for the entire stay is due at time of booking.Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply. Product_Or_Service: Hotel Room Reservation

Desired Settlement: DesiredSettlementID: Refund Desire a full refund credited to my credit card of $94.35

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: **************
Contact Email: *****************@ihg.com
Thank you for bringing this matter to our attention. Our records show Ms. ******* booked her reservation online with the Advance Purchase rate. This is a lower nonrefundable rate. The cancellation policy of the reservation is explained both at the time of booking and in the confirmation email Ms. ******* received. Ms. ******* would have also had to click a box to verify she agrees to the terms and conditions of the reservation before it could be completed. We are unable to offer a refund in this case.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I feel that this company misrepresents what a book early and save rate is. Usually when you book a room at a hotel early and give them ample notice in advance (which I gave them almost 4 weeks advance notice) you ordinarily do not have a problem cancelling the reservation and getting your money back. I have never had an issue like this with any hotel reservation from other companies and feel this is a way for them to scam money from the customer who may not quite understand what their "book early and save" rate really entails. I definitely would not have booked this room had I understood it would be non-refundable. I don't think they make this clear enough to their customers and don't see why it is such an issue for them to refund a customer who made a mistake by reserving a room that was non-refundable. I gave them almost 4 weeks advance notice. Why can't they help make a customer happy?

Business Response: Our position on this matter has not changed. We realize Ms. ******* does not approve of the restrictions of the rate she chose to book. Please note we always offer other less restrictive rate options. Ms. ******* could have chosen an option that better suited her needs. The management of the hotel has advised they have reached out to Ms. ******* and as a gesture of goodwill offered her a 50% refund. Ms. ******* has declined this offer.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
When I booked this reservation I was mislead. I would have never booked a reservation that was non-refundable. The website has conveniently changed it's wording since I booked this reservation thus trying to make it easier for a person to understand that the reservation is non-refundable, now. This was not written this way when I booked the room. I was mislead. I tried to give you PLENTY of notice to cancel it way way way in advance - almost 4 weeks. I cancelled it 3 days after making the reservation. Had I known it was non-refundable I would have kept it or given it to someone else who could use it instead of giving it to a corporation that is obviously trying to prey on the vulnerable customer and scamming their money for no service. I am very disappointed in your lack of attempt to keep a customer and feel totally cheated. I have never been treated this bad by any business ever. Therefore, I will never do any type of business with any affiliation of IHG ever again. Thanks for nothing! Enjoy your holiday bonus thanks to people like me.

Business Response: We are sorry to hear that Ms. ******* remains dissatisfied. We ensure all information is provided at the time of booking. In the future, if you have concerns with what you are booking, you are welcome to contact one of our Reservation Specialists by calling *************. Please also keep in mind the hotel did offer a 50% refund, which was declined. Thank you.

12/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We stayed at the Holiday Inn Midtown Austin from 12/23/14 to 12/27/2014. We booked through Expedia and paid $475.08 for the four day. While staying there, there were numerous problems with the hotel room. They include:1)On 12/26/2014, there was a reception at the hotel. The music was so loud and the bass was so strong that we could hear it on the 8th floor. We called the front desk around 9:30pm to complain, and they stated they would address the problem with the DJ and would ask them to turn the sound down to reasonable level. The sound not only was not turned down, it got louder. And this went on until after midnight. 2)No one cleaned the room on 12/24 or 12/25. The do not disturb sign was taken off the door around noon each day. We let the first day go, but when no one cleaned the second day, we placed a call to the front desk around 3:30pm on 12/25. We were told housekeeping went home for the day.3)The toilet was slow to flush and the sink was slow to drain, although they fixed the problem on the day we reported it.4)The sliding metal lock on the sliding glass door was not installed properly. It took us almost three days to get it to lock, and we only got it to lock by using all our weight to pull on the door and then pushing the sliding lock in. I cannot imagine that this lock on the sliding glass door is acceptable to Holiday Inn audit standards. 5)The TV programming and sound was completely messed up. For example, if we watched Anthony Bourdain Parts Unknown, the sound was for a completely different program on another channel. This occurred the entire time we were there. We did not report this to the front desk until the last day we were there because we assumed it was a problem throughout the hotel (e.g. cable related).When we checked out on 12/27/2014, we gave a list of all the problems to *******, the front desk clerk. She advised us that she would have been happy to give us a discount if we had not booked through Expedia, but because we directly booked through them, she had no access to adjust our bill. Therefore, we took the problem up with Expedia when we arrived home. On 12/01/2014, we spoke to Lauren at Expedia. She stated they would phone the hotel on 12/02 at 10pm when ******* arrived for her normal work day, and they would contact us about the discount. On 12/02, we received an e-mail from Expedia stating that the Holiday Inn was refusing to give us a discount despite the numerous problems we had and despite what we had been told upon checkout on 12/27. We called the Holiday Inn and spoke to *******. She stated she would have to get a manager involved and that we should have booked directly with them. She stated they never recommend Expedia due to problems like this. To put it bluntly, we were more than dissatisfied with the problems we experienced at the hotel. Finally, ******* should have never offered a discount, period, if she was not authorized to do so. Theref ore, we are referring this problem to your office to lodge complaints against Expedia.com and Holiday Inn. Product_Or_Service: Hotel Order_Number: ************ Expedia

Desired Settlement: DesiredSettlementID: Refund They need to provide us with a discount due to the poor service.

Business Response: Contact Name and Title: ******** ******, Customer Care
Contact Phone: ************
Contact Email: *****@ihg.com
Mr. ****** contacted Guest Relations on December 2nd, at which time we provided him with a discount by issuing a refund check of $*** USD. He should receive this via mail within the next 7-10 business days.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
This response is acceptable, although I hope corporate office plans on taking corrective action against *******.

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IHG close frequent customer account and freeze my points without announcement and a proper reason. As a platinum member of intercontinental hotel group. I stayed more than 20 nights in IHG hotels this year and earn points from my consumption. But IHG shunt down my account and freeze the points I earned without announcement. After I call the custom service center, I was informed that my account was closed because of I registered several promotions which were not belonged to me. But I have no idea that those promotion did not belong to me. Because I registered it successfully on their website and there was no announcement. And I don't know register the target promotion will result in this kind of consequence. After communicated with customer service, they refuse to return my account. I regard this kind of action as commercial fraud. I paid money and get points which should be protect. My name on ihg account is ***** **** And the membership number is *********

Desired Settlement: I want my account back with the points I used to have and proper compensation.

Business Response: Contact Name and Title: ******** ******, Guest Relations
Contact Phone: ************
Contact Email: *****@ihg.com
We are sorry Mr. **** remains dissatisfied with the action taken by IHG Rewards Club. As noted in the terms & conditions of the program "SCH reserves the right to cancel any IHG(r) Rewards Club membership and revoke any and all unredeemed IHG(r) Rewards Club points collected by any member".

This issue is being handled by a team within our Rewards Club department and I have requested they contact the member again regarding our decision. Our office is no longer able to assist Mr. ****, as he will need to work with this other team directly. Thank you.

12/8/2014 Problems with Product/Service | Complaint Details Unavailable
11/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Does not honor reward incentives. Cancels IHG membership after booking and staying in hotel under rewards program. IHG advertises promotion offers such as "Into the Nights", but cancels the IHG rewards membership after booking and staying in their hotels under the promotion offer. They do not notify you of the cancellation, and if I had not checked my account with them after the stay, I would not have noticed they cancelled it. It appears that they want to get you to book and stay, but then they don't want to honor the promotion offer. I signed up for IHG rewards program on 9/18/2014 (I have the confirmation email), and through their IHG rewards website selected a link of promotion offers that were available to me. The "Into the Nights" offer was one of them, so I clicked on the link to sign up for it. I received and have a confirmation email on 9/18 that I successfully registered for the promotion with a link to "book now". Since one of the conditions of this offer was to download their phone app and book through it, I downloaded it and I booked a hotel stay on 9/19 for a stay on the night of 9/20. I have a confirmation email with my booking using my IHG rewards number. Their website states it may take up to a week for hotel stays to be recognized, so after a week I checked and no stay had been recorded. I filled out an online inquiry through their website on 9/29. On 9/30, I received an email reply that they were contacting the hotel for verification and would get back to me. After not hearing back, I set a follow-up email on 10/9 and got a reply back on 10/13 that someone in management would follow up within 72 hours. No one ever called. In the meantime, I called customer service who notified me that my IHG rewards membership had been cancelled. My IHG rewards number is (was) *********.

Desired Settlement: Reinstate IHG membership and honor the rewards I was attempting to get under the "Into the Nights" promotion, even though I was unable to complete the promotion offer due to IHG cancelling my membership. The "Into the Nights" promotion included 2 free nights or 50K points. I had planned subsequent stays at Holiday Inn hotels on 10/18 and 11/1 that would have satisfied the remainder of the offer, but was unable to do so because they cancelled by rewards membership. I had to stay at other hotels instead and have email confirmations where I stayed at other hotels.

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: ************
Contact Email: **************@ihg.com
Thank you for bringing this matter to our attention. Mr. ********' complaint is being handled by the management of our Rewards Club department. IHG is upholding the Terms and Conditions of the Rewards program, which were not being met by Mr. ********.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Received an email from IHG (******* ******) stating that they choose to do nothing but stand behind their illegal practice. This is NOT an acceptable response. They send emails and extend online offers to customers, but choose to not honor them using "small print" in terms and conditions which they claim states you are not eligible for offers even though they have already extended the offer to you and you (and IHG) have accepted once you sign up. They should not extend offers if they are going to later say you are not eligible. This is false advertising, deceptive, and downright fraudulent on their behalf. I would advise anyone to not stay in Holiday Inns or any other IHG hotel.

Business Response: We have spoken to Mr. ******** about our policies with the IHG Rewards Club program. We are sorry he remains dissatisfied, but we support our terms and conditions.

Thank you.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Account has been reopened, but no credit has been issued for the promotion that IHG offered and that I signed up for. I have sent an Email response to IHG's representative and am awaiting a response.

Business Response: This issue has escalated to our Executive Liaison team. If Mr. ******** would like to pursue this matter further, he will need to contact them directly for assistance.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
While IHG has not honored everything I had raised a complaint about, I believe they have acted in good faith. They have restored my account and have credited for the hotel stays that I had. I wish to close this complaint and thank them for working on resolving the problems.

11/25/2014 Billing/Collection Issues
11/21/2014 Problems with Product/Service | Complaint Details Unavailable
11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am an IHG Priority Club Member who recently learned that a 'duplicate" account with the following account #********* existed with my current email home address and telephone number. This account was never taken out by me nor would I authorize anyone to do so as my privacy is as should be carefully monitored given today's climate of identity theft.I learned of this unauthorized account after pulling up the IHG website and entering the correct membership number of #*** *** *** with the correct pin #**** and viewing a future reservation at a Holiday Inn for Nov 19-20 2014 that I never made. This reservation I learned from an IHG employee at an offshore call center had been booked by a travel agent and could not be cancelled except by the travel agent. The IHG person insisted they would "merge" the accounts which to me means I might still be responsible for unauthorized travel related reservations and expenses.I have spoken to several representatives in an off- shore call center given an incorrect PO box address for a Salt Lake City Corporate office and after finally speaking to a stateside representative at the corporate office telephone number was told to call the Priority Member Club (another off shore division) and refer to Case#******** which according to this person ***** in South Carolina the issue would have to be reviewed. I have been working on this project since Oct 9 2014.I need written confirmation that one and only account is in my name as I am very concerned that my personal information was obtained by a third party (travel agent)for unauthorized travel reservations and credit card information as well as my credit card information is on file with IHG.I also faxed a letter of concern to a corporate office fax in Atlanta with the aforementioned sequence of events on Oct 9 2014 and have not received a response.Thank-you as I await a resolution to this matter.Sincerely,****** *. ******** Product_Or_Service: Unaurhorized Services

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need written confirmation that one and only account is in my name for the Priority Club Membership #*** *** ***. I also need written confirmation that the booking made by the travel agent is cancelled and that my credit card information has not been compromised. I have advised my credit card vendor and monitor my account closely however a third party access concerns me deeply and that travel agency needs to be notified regarding their liability using unauthorized credit card information.

Business Response: Contact Name and Title: *** ***** Customer Care
Contact Phone: ************
Contact Email: *****************@ihg.com

IHG has responded to the guest via email per the guests request. IHG considers the case closed.

11/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: DO NOT go here if you have any medical conditions because if you call an ambulance for help, they will lock you out of your room.We informed the hotel beforehand that my 3 year old son has serious life threatening food & environmental allergies. We stayed here because they have a fridge and microwave where we can bring all our own food to keep my son safe. We arrived Tuesday evening 10/07/14 & checked out Friday afternoon 10/10/14.During our stay, our son woke up from a nap vomiting and unable to breathe. We did not know what was going on.We administered his epipen and called 911. When the ambulance arrived, the paramedic needed me to show him the epipen I gave my son so they could determine the dosage and how to proceed with his care. My husband stayed with my son in the ambulance while I ran back up to our room with my 8 year old daughter to grab the epipen. When we got to our room, my key card wouldn't work. I was already frantic and my daughter was scared with everything going on. I ran back down to the front desk and the guy working there whose name was ****** claimed this happens sometimes and fixed my card after I explained to him my 3 year old was outside with the paramedics. So I grabbed the epipen and as I ran back to the ambulance, ****** hands me 2 treat bags. I knew right then he purposely deactivated our card and was trying to cover himself.Luckily my son was ok and made it through. We got back to the hotel from the hospital about 1am. My husband's key card didn't work. I was so upset at that point after the long night we had. ****** was already gone when we got back. A nice lady that was working the desk when we got back told us ****** "deleted" our cards and that he told her a completely different story. I don't know what other story he could've told. My 3 year old was having a medical emergency and ****** delayed our trip to the hospital which could've been fatal for my son.We were told the manager would call us the following week on Monday (this is happened Thursday night). Surprise, no call. We finally called Tuesday and they claimed they are giving us a free night stay at that very same hotel. Not ANY Holiday Inn mind you, but this SAME one in Marina, CA. We live in Southern California. I don't know about you, but I say no thank you. Why would they think I'd ever want to stay there again? (We never did get the voucher by the way)They interfered with my son's life and jeopardized his safety.This is by far the worse customer experience I have ever encountered. They showed no compassion and felt discriminated against. We got an email response that sounded so generic. It was obviously a form or canned letter that they send to all their complaints.Here is the email they sent my husband:Dear Mr. **********,Thank you for contacting IHG Care regarding your experience at the Holiday Inn Express and Suites Marina - State Beach Area, CA. We appreciate the opportunity to address your concerns. This is most unfortunate situation, Mr. **********, and I regret the lack of confidence this has caused you. It has always been the goal of IHG to provide world class accommodations and services to all of our guests and members. The feedback we receive is an invaluable resource to help us gauge the performance of our hotels to ensure this goal is being met. We deeply regret and apologize that this experience was not reflective of the high quality of service we pride ourselves with. We have documented your comments and the extent of your experience in our corporate office that will be used in our hotel evaluations. This will also allow us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. I have forwarded your comments to the General Manager and ownership of this hotel. I know they share our vision of providing the best guest experience possible, and am confident they will take the necessary steps to continue to improve their services.Once again, we appreciate your taking the time to contact us. We value you as IHG Rewards Club member and as always, we remain at your disposal. Sincerely, **** *********-Media CoordinatorIHGCareReference # ******** Product_Or_Service: Hotel Stay Account_Number: Confirmation# ******

Desired Settlement: DesiredSettlementID: Refund Refund for at least 1 day stay. Room rate was $129.00 per night. We also ask for disciplinary action against the employee and better training so that this does not happen again as it is a serious life threatening matter.

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: **************
Contact Email: *****************@ihg.com
Thank you for bringing this matter to our attention. Mr. **********'s comments have been documented under IHG case number ********. I have followed up with him via email and issued him a refund check in the amount of $144.48 ($129 plus tax).

10/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Suspension from IHG Rewards Club and Best price guarantee Submitted a claim about a lower price for a IHG hotel to use the Best Price Guarantee, which IHG finally accepted. Some weeks later my friend also submitted a claim for another hotel within the 50 miles radius just four days after the first stay. IHG rejected this claim. This is the relevant part of the T&C: "If an individual or members of the same household make multiple claims for two or more nights in the same seven (7) day period at the same IHG hotel or at different IHG hotels within fifty (50) miles of each other, the claims will be treated as, and limited to, one claim for one stay, even if booked through more than one reservation, and only the Best Price Guarantee claim for the first night will be honoured." My friend and me don't live in the same household. We don't share a flat, we aren't registred in the same city, we also live in different states. IHG count us as one household, but it's against the common definition in us law. After three emails with the Lawyer of IHG he finally closed our IHG Rewards Club Accounts and suspended us from the best price guarantee. I tried to contact the Lawyer and IHG Managment several times, but my communication was unanswered.

Desired Settlement: Revoke suspension from IHG Rewards Club and Best Price Guarantee

Business Response: Thank you for bringing this matter to our attention. Mr. *******'s complaint has been documented under IHG case number ********. Please be advised any contacts from Mr. ******* are being handled by our Executive Liaison team and they will contact him directly.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
If IHG is so sure that I did something wrong they should be able to explain how I violate the T&C. They still doesn't answer how two people who don't live in the same state can be a household.
They still doesn't answer why they closed the account while the T&C just allow them to refuse a second claim if two people from the same household submit a claim within 7 days. There is no word about a account closure in the T&C in any case.
And there is still no explanation why they informed me about the account closure so late and not in their first email where they just wrote about the refusal of the claim. After asking them how we could be a household if we live in different states for several times, they came up with the account closure. May it should be a fine because I asked them to much what they are unable to explain because its against the Law.
They are able to change their T&C anytime. They can simply change the word "household" to "people who are sharing a room in one of our hotels" and they would have the right to refuse claims (but still not to close accounts or refuse all future claims). But now their T&C just forbid people from the same household to submit two claims for stays within 7 days within 50 miles radius. We can proof that we aren't a household so our claims was fully covered by the T&C.
IHG not even tried to explain their decision, thats why I sadly can't accept their response. (IHG1)

Business Response: The guest has been contacted directly by the Executive Liaison team for Customer Care regarding his concerns.

Thank you,

******** ******
Customer Care

Consumer Response: IHG haven't contacted me after the 22 september 2014.

Business Response: IHG has advised the guest of our position, which will no longer be reconsidered. We consider this matter closed on our end.

Thank you.

Consumer Response: Dear BBB, if I see it right you marked this complaint as resolved. The business not even tried to explain their decision. They also said that they will not give any explanation for their unlawful decision. So you should mark the case as "business failed to resolve the case".

********* *******

10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to redeem points for stays at hotels, despite advertising no black out date. While hotels do have rooms available, unable to use points I have tried a number of times to book hotels in Philadelphia, on different dates, and yet each time advised there are no rooms available, and yet there are many rooms available if i wish to pay regular price. I have never experienced this with other hotel chains of which i am a member. When speaking to customer service, they simply advise all rooms set aside for point redemption are filled, and will not use other rooms that are available. When asked how many rooms are set aside, this information is unavailable. since this has happened on many occasions, i am led to believe that the points accumulated are useless.

Desired Settlement: I would like the points to be either transfered or cashed out since i have been unable to use them on hotels. I have chosen prior stays at these hotels in order to collect points, but now will change to other hotel chains.

Business Response: Contact Name and Title: ******** ******, Customer Care
Contact Phone: ************
Contact Email: *****@ihg.com
We appreciate the consumers concern regarding the availability of reward nights. There are no black out dates, per the IHG Rewards Club program. Should the consumer wish to look into transferring the points, contact will need to be made to the IHG Rewards Club department via phone, ************. Additionally, members can visit www.ihgrewardsclub.com to redeem points for various gift cards and merchandise.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I called the number supplied, and although could not speak to the person listed, got the same story as being advised there are no "Black Out Dates" , and yet there are no rooms available using points, but plenty of rooms available if I wished to pay full price.
In addition I was also informed of hotels that were available, however nowhere near where I needed to be.
As far as transferring points to another account, it would cost me $5 per 1000 points to do so. It seems like everything favors their side. My only alternative is to use points for their limited selection of merchandise, and since I haven't actually selected anything, I would not be surprised if the item would be out of stock!
I have now cancelled my credit card, and will avoid as best as possible using their hotels.

Business Response: Thank you for your additional contact. We sincerely apologize for Mr. *******'s frustration. These are company policies we do not have the ability to change. If Mr. ******* would like to discuss this matter further, we encourage him to contact our IHG Rewards Club department directly. The Platinum Elite phone number is ************.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Thank you BBB for your assistance. Since IHG seems to be difficult to work with, and with no simple solution. I have decided to cancel my credit card that accumulates their points, and will make every effort not to stay at their hotel group. In addition I will suggest to my travelling colleagues at my large corporation, to do the same.
I have never experience this with the Hilton group, and in fact my recent trip to Philadelphia, had a wonderful stay at one of their newer hotels. Maybe IHG can learn from their policies on how to take care of the customer.

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First and foremost I would like to express my disgust with your company, in regards to confirmation #********. A reservation made nearly 7 months ago and on your company website (http://www.ihg.com/holidayinnexpress/hotels/us/en/reservation). A reservation made for 3 rooms, 2 queen beds in each room. A reservation made with contact information, which includes email, and phone number. Reservation made specifically to the Holiday Inn Express located at **** * **** *** ******** ** *****(Phone: ***** ********) for the location and convenience to the University of Nebraska campus and Memorial Stadium. But as of September 19, 2014, the date of our reservation, we learned that the Holiday Inn Express no longer exist, it is now a Red Roof Inn, by the way thank you for the advance notification of this change. It was learned throughout the day, that this location was no longer affiliated with IHG since June 13, 2014, again thank you for the notification of change; its only been 3 months. No phone calls or emails were ever made to notify us of these changes. Its obvious customer service is not one of your top priorities.Upon our arrival to Omaha, and on the drive to Lincoln, phone calls were made to IHG customer service to find a positive solution to this deliberate entanglement IHG has created. On the phone we spoke to an individual named, ***. *** was oblivious to the situation at hand. He confirmed that our reservation does actually exist, but also confirmed that the hotel also does not exist. *** made no attempts to find an alternative hotel close to our original preferred location. *** made no attempts to honor our original agreed upon rate also. There was availability located in our preferred locality, the downtown location, but *** made statements like, Oh, but thats over $200 a night. *** then attempted to get us a location with an affiliated IHG hotel 40 miles away from the area, which was absurd to even consider! *** said that there was no other availability in Lincoln, Nebraska, but *** was wrong. During our drive we drove upon a Holiday Inn Express located at **** **** ******** ***, ******** ** ***** (Phone: ***** ********). We entered this hotel and spoke with front desk employee named, ******. We told ****** about our situation at hand. ****** went above and beyond and was able to give us three rooms for the first night and 2 rooms for the last night (Confirmation #********/********). Although the original room rate was not honored, it was grateful that ****** was able to help us, something that *** was unable to do, and what IHG created. While this whole situation was happening it was learned that this IHG Company had the audacity to charge the credit card for one day on a confirmed confirmation number for a hotel that no longer exist, thievery!IHG should be ashamed of such business practice, including in the city of Lincoln Nebraska, A city where all of the residence has been so kind and greeted us with open arms. Where total strangers would extend their hands and welcome us, and told us to enjoy our stay in Lincoln. I could only imagine how they would react to this situation. IHG needs to take responsibility for this action regardless if the hotel was corporate or privately operated, as a Mr. ******* ********. eMedia Coordinator, suggested (Reference#********). Regardless of type of ownership, each action is a reflection of the brand, a recognizable brand worldwide. If this brand does not want to take responsibility of this situation, then IHG should not have advertised the availability of that hotel on the IHG website. For Mr. ******* ******** to suggest an issuance of 4,500 points in Rewards Club, is a total disregard for the totality of the circumstance at hand. Those points does not cover the minutes used on the phone, miles used on rental vehicle, money lost in the un-honored rate, stress and headaches IHG has created. 4,500 would probably only cover an hour of a hotel stay.I would imagine we are not the only group with this same issue. With University of Nebraska football games, a stadium that held over 91,000 college football fans and 7 home games. A college football schedule that was release well before June 2014, Nebraska Alumni traveling from far and beyond, Boosters traveling and opponent teams traveling from far, I do not believe we are not the only group with this same problem.IHG take responsibility for your actions. Your new commercial should show 6 men face, with anger in their eyes, and we all say with disdain in our voice, We stayed at a Holiday Inn Express last night!

Desired Settlement: DesiredSettlementID: Other (requires explanation) We would like our confirmed rate to be honored for the dates we stayed. They can get that information through the reservation number. Same type of rooms and same amount of rooms for discounted in future stays. Written apology. And additional discount for the headache they created.

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: **************
Contact Email: *****************@ihg.com
Thank you for bringing this matter to our attention. Mr. *******'s comments have been documented under IHG case #********* I have emailed Mr. ******* an apology and issued him ****** IHG Rewards Club points. The same amount of points has been issued to Mr. ******* whose name all the rooms were under.

10/23/2014 Billing/Collection Issues
10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stayed at hotel for 2.5 hours and turned beet red. Had to scramble to find another room on July 4. Below is Ms. *****'s response to the e-mail. She will no longer take my calls now.***** First and foremost thank you for choosing the Holiday Inn Express Hotel & Suites Marina. However when booking your accommodations on June 23, 2014 you've booked an discounted advance purchase non refundable reservation. When confirming the reservation you checked the box certifying and agreeing that you understand and were fully aware of the rate description and rules of the reservation. This means your booking once more is non refundable. Addressing the included doctors document did not state you were allergic to any of the hotel specific used chemicals or that you experienced any allergic reactions or irritation due to the hotel the day of your departure. It does state your know history which is not sufficient documentation to prove the claims of justification due to your early departure of an non refundable non cancel able reservation. I do apologize for the delay as well as any in convince or miss communication that may have been passed on. Again I do thank you for choosing the Holiday Inn Express Marina and hopes you are feeling much better. If you have any additional questions or concern feel free to contact me anytime. Kindly,*** *****Assistant General ManagerHoliday Inn Express Hotel & Suites*** ******* ****** ******* ** *****Tel: ************Fax: ************Email: *********@gmail.comOn Sat, Jul 12, 2014 at 5:15 PM, *************@aol.com wrote:Attached is my doctor's note. It is difficult to read but the main body states, "...known history of hypersensitivity to certain fumes/odors/insecticides..." Please call her for further information.I don't know what chemical is used but something made me red from the neck up and made it impossibl Product_Or_Service: Hotel room Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund Initially asked for a refund of $100 but now want the full refund of $244.04.

Business Response: Contact Name and Title: ******** ******, Customer Care
Contact Phone: ************
Contact Email: *****@ihg.com
IHG Customer Care has previously been in contact with the guest and acted as a mediator between the hotel and the guest. If the guest wants to pursue it further, they will need to contcat the hotel maangement directly. This information has been provided to the guest.

10/17/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to be refunded for the horrible experience that I experienced at your hotel. When I walked in I was told that the hotel was full and there was no rooms available. I then had to dig thru my old emails to find the confirmation number because I was not in the system. The front desk was rude. The hotel room I was in did not have hot water in the shower. The sheets had not been changed. I had no choice to stay there as it was late. I also could tell that the front desk girl was not happy to give me a room so she gave me one that had not been cleaned properly.

Desired Settlement: I would like to be refunded $91.50. Hotel confirmation number #********

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: **************
Contact Email: *****************@ihg.com
Thank you for bringing this matter to our attention. We have documented ***** ****'s comments under IHG reference number ********. We have followed up with ***** **** via email and issued a refund check in the amount of $***** for the stay.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Will wait for you to send out. Thanks

10/14/2014 Billing/Collection Issues
10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a reservation with this business, they told me they would hold it until three and that they would run my card at 3:00 p.m. They ran my card before that time for the full amount and when I called to get a refund they told me that they would not give me a refund. When I explained to them that one of their employees in training assured me they would only run it if I checked in, the guest services manager, ***** ********, very rudely tod me it was impossible for the trainee to have said that and that they would not issue a refund.This business also failed to inform me that the cancellation fee was the full amount of the stay. Product_Or_Service: Hotel Reservation Order_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a full refund in the amount of $179.10

Business Response: Contact Name and Title: ******** ******, Customer Care
Contact Phone: ************
Contact Email: *****@ihg.com
We have requested the hotel reconsider the guest's request and contact him directly. We have also emailed the guest directly to advise of this information.

10/10/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service | Complaint Details Unavailable
10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reservation number ******** Was not happy with interior of room. The room was horrible. The ceiling was leaking.. The hallways were not air conditioned. The fridge was not staying cold so we had to throw out all our food. No free breakfast. Worst of all- really cold water in the shower!

Desired Settlement: I would like a refund for $82.39

Business Response: Contact Name and Title: ***** *****, Customer Care
Contact Phone: **************
Contact Email: *****************@ihg.com
Thank you for bringing this matter to our attention. We have documented ******* ******'s comments under IHG case #******** and contacted them via email. The guest has been issued a refund.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Please let me know once you issue the refund. I don't see it on my credit card yet.

Business Response: IHG considers this case closed. Mr. ****** can contact IHG Customer Care at ************ or via email at *****************@ihg.com. Reference case #********

Business Response: We apologize for any confusion surrounding the refund we issued to M. ******. Customer Care issued a check, as we are unable to issue a refund to a credit card. The check should have arrived in the mail already, or should in the next few days. We hope this clears up the guest's concerns. Thank you.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: reserve a jr suite (2 beds and a sofa bed plus fridge and microwave)got a standar room at jr suite rate failure air conditioner/fridge horrible night! ******* **** orbitz confirmation# *************** Hotel Phone: +1 ***** ******* Hotel details Date and time Check-in: Sat, Aug 30, 2014, 03:00 PM Check-out: Mon, Sep 1, 2014, 11:00 AM Reservation Rooms: 1 Guests: 5 Nights: 2 Hotel confirmation number: ****** ******* **** must check in to this room. Guests: 5 Adults: 5 Room description: 2 Double beds with sofa bed nonsmoking - Advance Purchase Savings. when I did my check in the room was not available! holiday inn got me a room with 2 bed and a pull bed (small one) when i got to the room I call front desk and advice them that this room was not the one I reserved and their answer was that's all we have! the refrigerator door was broken, the air conditioner was not working I HAVE A DISABLED HUSBAND ad diabetic too that require several meds and I keep calling until the manager ********* got involve i told him that I was paying 162.00 a night for a room that originally was at 97.00 and beside it was not in working position!! he offers me around 10:00 pm we are talking about 7 hours later a small fan and that in the morning he will send a housekeeping person to check the ac and refrigerator! in the morning the housekeeping person came and he advise us that nothing works, and he will let management know for them to switch us room. bottom line... Why we have to pass a horrible night with no ac when we advice 20 minutes after check in. after all, they change us to another room witch was more smaller don't have a microwave and still NOT what i originally reserve! There for with all this inconvenience I went down to customer service front desk and request a refund for a sleepless night and they say sorry NO REFUNDS!! please help me with this issue I will like to have my money refund it back since none of my expectation even with my husband on electric wheel chair was serve!

Desired Settlement: I'm requesting a refund of the sleepless night of $162.00 plus the difference of a regular room from the jr suite rate! for the other night.

Business Response: Contact Name and Title: *** ***** Customer Care
Contact Phone: ************
Contact Email: *****************@ihg.com
With the information provided in this BBB case we are unable to find a reservation under Ms. **** name. As such we are unable to confirm the guests issues were encountered at an IHG hotel at this time

We have sent an email to Ms. **** requesting additional information. We have provided an internal case number for her to reply to for us to be able to further address this concern and issue internally.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
THE reservation number is UNDER ******* ****
From 8/30 thru 09/01
Reservation number is: ********
Txs!!
*******

Business Response: Mrs. **** has since called our Guest Relations office directly and we have resolved her concerns internally.

Thank you,

******** ******
Guest Relations IHG

10/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon arrival to the hotel, I asked for either a corporate price reduction or simply a lower rate per night for the 11 nights we would spend there. Rather than the advertised $126 per night, we were "given" a $92 per night rate for 2 rooms. ****** ********, in charge of the sales department for this hotel assured us she would adjust the rate. We trusted this and decided to stay. Upon leaving, I noticed my fees were still averaging $126 per night. So were the fees of the second room (which were actually higher - $129 per night). I requested to have the fees adjusted and left a message with the night shift person. No one contacted me and I received no adjustment trouh my page in the IHG Portal. I proceeded to contact ****** ********, who had been our point of contact and a most amiable and kind person until that point. She told me that she would have to escalate this matter to her General Manager. I received no contact from this General Manager. I tried calling him and instead spoke to a very curt "Front Desk Manager" - ******. She said nothing could be done, because we had already gotten a 20% GP Negotiated Discount. I contacted IHG and they said this would be a manager decision. They would, they said, contact him anyway and get in touch with me. Upon their failure to contact me, I called in again and got the same response. The agent basically said they could not change the decision of the General Manager of that hotel. Product_Or_Service: 11 Hotel nights at the Holiday Inn Express & S Account_Number: ** ******** Room Con

Desired Settlement: DesiredSettlementID: Refund I would like to see the General Manager send me a letter of apologies for all the time he has made me spent trying to resolve this matter and a refund equivalent to a reduction in rate from 126 and 129 dollars per night to 92 dollars per night for both rooms.

Business Response: Initial Business Response /* (1000, 12, 2014/09/22) */ Contact Name and Title: ******** ******* Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****@ihg.com We are discussing this further with the hotel and will contact the guest directly with any possible outcome. Thank you.

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We reserved a room for my daughter online at the hotel for two nights on August 1, 2015. She followed up with a telephone call requesting two beds. Upon arrival she, her siter, and another young lady were directed to a very small room with one double bed and very minimal floor space. This was definitely not our usual Holiday Inn Express experiencce. The room appeared to have been converted into a handicapped accessible room. The floor space was reduced due to the remodel and the room was dirty with human hair on the towels. They were also uncomfortable because a man sitting near a window in an adjacent room could see directly into their room. They re-approached the desk clerk asking for an alternative room. The desk clerk apologized saying he did not have another room available suggesting that one of them sleep on the floor. The girls had to rent a room in another nearby hotel but returned for their second night in a nice room. The clerk on duty and the manager on Monday refused to refund the first night's room fee. She was to investigate and return my call but did not . I had to call her back more than a week later. I do not believe any review was conducted. My daughters are very experienced travelers and this is not in line with usual problem resolution. Product_Or_Service: Hotel room Order_Number: ***** # XXXXXX Account_Number: confirmation # XXXXX

Desired Settlement: DesiredSettlementID: Refund The Hotel charged ********* debit card for both nights and have refused to provide a credit for the first night's unusable room. The hotel has also denied the dirty room and their failure to provide a room with two beds as requested.

Business Response: Initial Business Response /* (1000, 10, 2014/09/29) */ Contact Name and Title: ***** ****** Customer Care Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ihg.com Thank you for bringing this matter to our attention. We have documented Mr. *******' comments under IHG reference number XXXXXXXX. We have issued Mr. ******* a refund check for the first night's room and tax charge and followed up with him via email. Initial Consumer Rebuttal /* (2000, 12, 2014/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much. I regognize this may have been an isolated incident and a departure from the hotel's normal high level of customer care. ****

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mistake was made by me or Orbit regarding a reservation . Orbit not Holiday Inn Express refuse to refund they claim the other party is responsible I made reservation to stay in the above location for May 24 & 25th for work and was told I made my reservation for June 21 2014 I let them know that I did not need June and If I made a mistake I need to cancel my reservation they refused. I canceled the charge with my bank and had it investigated they refused even with 30 prior to said date of june 21 to refund me I did not stay at the hotel for the June date it was not needed and they had plenty of time to cancel the reservation and re-book the room their business practice seems to hold people hostage (Less)

Desired Settlement: Either pay me back or Offer a credit

Business Response: Initial Business Response /* (1000, 7, 2014/09/15) */ Contact Name and Title: ***** ****** Customer Care Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ihg.com Thank you for bringing this matter to our attention. Mr. ******* comments have been documented under IHG reference number #XXXXXXXX. We have followed up with the ***** directly via email. Mr. **** booked his reservation through a third party intermediary. Certain restrictions apply to these types of reservations and we are not in the position to refund Mr. ***** He will need to discuss this matter further with Orbitz. Initial Consumer Rebuttal /* (3000, 9, 2014/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Both Orbit and Holiday Inn Express say the other party is refusing the refund or exchange. I am going to let it go and I will just be a mouth piece for both companies letting people know it bad services from both parties. The money wont hurt me but I have stayed at 3 different hotels since then and have avoided Both Orbit and Holiday Inn at all cost and have also told friends family my experience with both so keep the money !! Final Business Response /* (4000, 11, 2014/09/18) */ Unfortunately, as the guest booked with an Online Travel Agent (Orbitz), there is no IHG error and we are unable to resolve the issue. Thank you, IHG Guest Relations Final Consumer Response /* (4200, 13, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did that already I'm done !

9/22/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/10/2014 Advertising/Sales Issues
8/26/2014 Billing/Collection Issues
8/21/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/20/2014 Billing/Collection Issues
8/15/2014 Advertising/Sales Issues
8/15/2014 Problems with Product/Service
8/11/2014 Billing/Collection Issues
8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During our last 3 visits at Intercont Tampa FL, the hotel has not been able to provide a baby crib. Last visit, issue handled very unprofessionally. As a family we have enjoyed, stayed, and celebrated at several IHG hotels worldwide. As children, we were members of an Intercont health club that we enjoyed thoroughly. My husband and I also had our wedding at an Intercont! These are some reasons why Intercont became very dear to our hearts. We love the hotel and thought this would not change, until our last three stays at Intercont Tampa Fl, where our most recent stay, especially, was such a disappointment. My husband, myself and our 2-year old went to Tampa on three separate weekends. During all of the three visits, we have been informed that the hotel was out of cribs! The first time, I thought it was just an exceptionally busy night that the hotel did not expect that many children. I understood. On our second visit a couple of months later, I did not understand! We have indicated we are travelling with a child on our booking. Once more, the hotel said they were out of cribs! Had I known that this particular property had a shortage of cribs I would have booked else where! In fact, it would have been more convenient for us to stay at another hotel in Tampa, where we were attending a wedding, but we know and like the Intercont, and therefore chose to stay there! I spoke to guest services that night (May 10th) and I was transferred to a supervisor, who was very understanding and apologetic. She listened and apologized and asked i there was anything she can do to make our stay more comfortable. She followed up on the issue. Later that night I was contcated by hotel staff to offer to get us a crib from a suster property, but my daughter was almost asleep by then. The next morning, however, a crib was brought to our room without having to ask for it again. I wish I knew that supervisor's name. She did a great job, and really gave the matter 100% in my opinion. On the other hand however, during our most recent stay from July 4th to 6th, the recurring crib issue was not taken care of in a professional or even satisfactory manner. At check in, we were told they'll have a crib sent straight away. We were then informed by house keeping staff that they were out of cribs. I contacted the front desk to say what happened last time and that we were offered a crib from a siter company. They said they cannot and that this is a busy holiday, therefore they were out of cribs. No help was offered. No alternatives. No empathy! I was down with a cold that night, and out of all nights I did not want my daughter sleeping next to me. I was tired and did not want to spend a long time on the phone trying to get someone to do their job!! I asked to speak to a supervisor, the hotel employee responded "I;m kind of the supervisor for the night" .. "kind of"??!!! What does that even mean! She spoke very matter-of-factly, no kindness, no sense of customer support whatsoever. I even asked her "are you telling me that this is the best that INTERCONTINENTAL can do?" she responded "yes maam!".. she said that there is nothing they can do. My frustration escalated after speaking to her. I could not believe that the hotel management would leave someone with no customer service experience in charge. Thankfully, I like and trust IHG, and therefore took the time to file this complaint. Otherwise, my husband and I would have simply stopped going to all Interconts to avoid such unacceptable customer service.

Desired Settlement: Full refund.

8/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed at two Candlewoods Suites hotels, one for a month. The other for the rest of the year. Stated in July or August 2013. I payed a monthly fee It was a set fee of $2169.69 0r a daily rate of $69.99 based on a daily but payed on a monthly basis. During the stay I was promised rewarded on my IHG cards a review of 2000 points for one review. A refund of 1000 for no water for each of two nights. Non of which showed up in my statements of rewards. I was also suppose to have gotten rewards, passed on a 90 days per quarterly statement applied to my account. I not received a statement for the rewards points since my stay. I was told my rewards points never expire? My number is XXX-XXX-XXX they should be able to print and send me a copy of the entire stay! They have refused thus far! I believe my rewards points are being stolen or not applied? I might think they are being used by others or not being applied at all to my account? Since they refused to comply with a break down on my rewards. I feel cheated out of my rewards! They had specials last year stay a few night get one free. I was not given any rewards their as well even though I changed hotels to comply with offer. I feel disappointed in the management if all the Candelwoods Suites hotels! I ask for a full accounting of my rewards points. Considering my large amount of money payed for the yearly stay! It should be in the hundreds of dollars the desk clears told me before check out! They should have complete records! On my stay so they shouldn't haven't to bother me with dates of stays! If they are organized at all? I have changed addresses. I now live in an apartment. I want to know my rewards points in total. Numbers of nights intitaled

Desired Settlement: I like to know, number of nights entitled too or total dollars amount. That I can use next year if I choose to stay with them again. I gave the 10 star ratings on services. I think they take better care if my account, keeping a better records of my money spent, days stayed, and rewards points earned or refunded because of NO water for two days and nights? Not to mention the 2000 point bonus promised for survey I did for them at their request! Which I did! I'm a platinum club member the highest rated customer. I expect better, service for my rewards, for this I expect extra rewards for the trouble of having to call and do a BBB complaint to get a response from them! Sincerely ***** ******

Business Response: Initial Business Response /* (1000, 13, 2014/07/23) */ To Whom it May Concern, Please be advised we have sent communication via letter to Mr. ****** on June 27, 2013. We have provided him a detailed copy of his IHG Rewards Club account statement from January 1, 2013 through June 27, 2014. In this communication we confirmed he did receive points for the survey he was to take. Regretfully the survey was not working and our office posted 2,000 points to his account on March 17, 2014. Additionally, we confirmed he received the 1,000 points from the Candlewood Suites in Houston on October 18, 2013. Furthermore Mr. ****** has received credit for points with two separate stays in Houston. The first stay was with the Candlewood Houston Park from July 13, 2013 through August 13, 2013. He received a $69.00 rate per night and was awarded 10,848 points for this stay. He also completed a stay with the Candlewood Suites Beltway in Houston at a nightly rate of 69.00 from November 20, 2013 through May 12, 2014 where he was awarded 89,760 points. based on this information Mr. ****** was awarded points correctly and this information was communicated to him via mail. There is no further action our office will take at this time as we consider this matter resolved. Sincerely, ***** ****** Customer Care Team IHG(r) P.O. Box 30321 Salt Lake City, UT 84130 Initial Consumer Rebuttal /* (3000, 15, 2014/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not given the additional points for second day of no water lost a day. Because I didn't want to go out smelling bad. That was at Candelwoods Suites beltway on Westheimer. I had two times I was in convinced by a lack of services. No water for a full business day the say they awarded me 1000 points for the first incident but not the second time! That just wrong. I also felt pressured by management to resolve errors. In my stay of the way the charged weekly. Finally I payed in full on a monthly basis. To resolve the over billing issues. I would seem they were charging me 32 or 33. Days in a month. This resulted from the first month of double billing of a change of rooms. After that I counted the days it always seemed to be two days more or less difference. I had to have a banker check the days he two found issues with their billing of 8 to 10 days four times each month. This resulted in unequal amounts instead of equal amounts each month. Their in lies the confusion, who was doing the book keeping? Why were the amounts so larger than at the first hotel on park row? When you read a statement it should be simple and straightforward

8/7/2014 Billing/Collection Issues
8/7/2014 Problems with Product/Service
8/7/2014 Problems with Product/Service
8/7/2014 Problems with Product/Service
8/6/2014 Problems with Product/Service
8/6/2014 Billing/Collection Issues
7/30/2014 Problems with Product/Service
7/29/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I AM A VALUED CUSTOMER OF IHG AND I WAS DENIED A REFUND DUE TO 2 HRS. I CHECKED INTO THE HOLIDAY INN EXPRESS IN FT LAUDERDALE, **** ** ****** ****** ********* ON 7/5/14. MY CHECKOUT DATE IS 7/7/14. I WENT TO THE FRONT DESK ON 7/6/14 AT 1:20 PM TO EXPLAIN I MADE A MISTAKE WITH MY SCHEDULE AND COULD I CHECK OUT RIGHT THEN. THE ANSWER WAS A NO. I THEN WENT ON TO EXPLAIN THE MISTAKE IN DETAIL AND ASKED COULD I CHECK OUT AND WAS TOLD NO. I ALWAYS STAY WITH HOLIDAY INN EXPRESS WHEN I TRAVEL AND STAYED TWO MONTHS LAST YEAR IN HOOVER FOR WORK. I WOULD THINK I AM A VALUED CUSTOMER AND ENTITLED TO A MISTAKE AT SOME POINT. THE REFUND OF ONE NIGHT IS MUSCH LESS THAN WHAT I AM SURE I WOULD PAY YOU ALL IN THE YEARS TO COME FOR STAYING WITH YOU AND THE WORD OF MOUTH ADVERTISEMENT. I DO NOT UNDERSTAND WHY TWO HOURS MAKES A HIGE DIFFERENCE WHEN THE FLOORS ARE CURRENTLY BEING CLEANED ANYWAYS BY HOUSEKEEPERS. THIS WAS JUST RUDE AND I WILL CHOOSE ANOTHER HOTEL BRAND IN THE FUTURE.

Desired Settlement: I WANT TO KNOW WHAT IHG AND HOLIDAY INN EXPRESS IS GOING TO DO FOR ME AS A VALUED CUSTOMER SINCE I AM BEING DENIED A REFUND TWO HOURS AFTER CHECK OUT TIME AND THE HOTEL FLOOR IS STILL BEING CLEANED.

Business Response: Initial Business Response /* (1000, 5, 2014/07/13) */ Contact Name and Title: ******** ********, Manager Customer Care Contact Phone: na Mr. ****** was requesting to check out early and not be charged for the second night of his reservation. The hotel offered a *** refund, the guest refused. He continued to occupy the room at *** that evening, removing any chance of the hotel reselling the room. This case is closed noting that the hotel provided the guest options outside policy, which he declined. Initial Consumer Rebuttal /* (3000, 7, 2014/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was ready and prepared to checkout of the facility a little after 1 PM, that is two hours after checkout time. It was an error in my itinerary and I let the hotel know that. Theu told me no. I went back to my room and filed the complaints. At almost 4 PM the hotel finally contacted me and accused me of wanting a free room. That was not the case at all. I was offended by the generals manger and her invalid statements. I checked out that evening. It was no longer a matter of refund , it was not a pure customer service issue. The manager failed to see that. I will never stay at a Holiday Inn Express again nor an IHG hotel. I've always bragged on. The excellent service I received in Hoover, AL but South Florida has ruined that.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Maid let guy in my room who was not my guest. Laptop and headphones stolen. Management promised to reimburse but won't answer texts, have not called! On April 15, 2014, my guest were staying at the Holiday Inn Express at 9159 Access Road, in Covington, GA. We decided to go out for lunch, stopped in hallway and asked maid to clean our room while we were out. We were only gone 30-45 minutes. Once we come back, I noticed my cell chargers on the floor and my $1000 laptop and ac adapter, and $200 headphones are gone. Maid says guy came to my door and claimed he was staying in that room. So she just let him in, not asking for any I.D., a key card to the door or anything. I notified the front desk, the management, and the head maid. No one did anything. They didn't even call the police. I ended up calling 911 from my cellphone and informing them that there had been a theft and that I needed an officer. I filed a report with the police. The hotel also has a copy of this report. Hotel as taken absolutely no action. I have been in contact with the general manager, Ravi P**** and all he has done was push the issue aside. I have tried to contact the owner but no one will tell me who he is and every time I call for him, he's always out of the office. Ravi P**** claims that he is talking to the owner, but I don't know that for sure. Ravi P**** told me that it was fine to text him, which I have and I have the copies of those texts, but he never answers. I wait two or three days and call him, he never ever calls. Ownership has never called. I'm not even sure who they are. Ravi P**** and ownership are giving me the run around. I feel as though I should have been paid for my things before I left Covington, GA. The hotel is at fault but will not reimburse me for my things. I need to replace my things as soon as possible. Ravi P**** as well as the owner are terrible for business and customer service. I am the victim here but I'm being treated so badly. It has been over a month and still nothing!

Desired Settlement: I want my laptop and my headphones paid for. At this point, I am also looking for payment for pain and suffering. I also had to pay for the police report and I want that reimbursed as well. I used my computer everyday, but now I have nothing to use. I need my laptop and things. I originally asked for $1200 just for my things but I think I should get much more than that.

Business Response: The hotel (a franchise of IHG) has an open claim with their Insurance company, and have worked with the police in their report as well. The hotel have been in touch with the guest, as has the IHG Corporate office, advising the claim is open and ongoing. Claims of this nature can take time to resolve, however the guest needs to work with the hotel directly until the insurance claim is resolved.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have never been advised of any insurance claim or anything else by the hotel or the corporate office. They just keep saying that, "they are investigating." What's to be investigated other than their lazy, sorry, no common sense having staff? That's what they need to investigate! All I want is for them, being the Corporate office, owner or whomever to replace my stuff. Why would I make all of this noise about my things if I didn't really need them?! This is not a ball or some toy, these are my very expensive electronics that were taken, and no one other than myself and my family seems to give a ****! I have tried working directly with the hotel but that has gone nowhere and basically I'm sick of the lies that the GM has told, the owner not having reached out at all and them NOT doing anything. I shouldn't have had to push things this hard, or this far, but these people aren't going to just take me for a ride and act like this did not happen. I will push as hard as I need to until my things are paid for! The hotel GM would not respond to an email, phone call or anything else until this complaint was filed with BBB. Every time I reached out to the hotel directly, the staff claimed to not know who the owner was, not even his name, which they had to be stupid to think I would believe some crap like that. I left numerous messages for the owner with the front desk staff, the GM, and even with the sales director once. I still have not heard one single word from the owner. According to the sales director, he told her to email me, and it wasn't until the end of May that she finally did after this complaint was opened. She was not knowledgeable at all about the case because she emailed me asking for information that had already been provided to them in the police report on April 18th. I informed her to read the police report and talk to the GM because all of the information that she was asking for, the GM has had since this incident occurred on April 15th. For almost two months I didn't hear from anyone at the hotel unless I called and could get someone on the phone, but never the owner. I sent an email and numerous text messages to the GM, which to this day he hasn't responded. Once I left Covington, GA that was the end of it from the hotels standpoint because no one ever called, emailed or anything else. I have been getting the runaround ever since! I called the GM numerous times and he kept saying that the owner had agreed to pay for my things, which at this present time he has not. The GM went so far as to have me text him my home address so that the owner could reimburse me. They have been absolutely negligent when it comes to this case. I have not been reimbursed for my things, I have had to miss my summer semester of college, to which they were all informed that I was a student and a Computer Information major at that, on the day that this happened, so it was very important that my things be paid for immediately. What I do not understand is why this is taking so long?! They could have reimbursed me for my things and then recouped that money from their insurance company. They all know that my things were stolen, that they are at fault and that their staff is negligent. It does not take three months to look at a surveillance video and see that this guy went into my room three times and took my things while the maid, who was more than likely his accomplice, according to the detective handling the case, and see that he walked out with my laptop, my headphones and my mouse transceiver, along with valuable and what could potentially be damaging information that my computer contains. I've had to put my bank, credit companies and everyone on alert because of the information my computer contains. I have had everyone trying to track my computer, from the manufacturer to the virus scan company and it cannot be done. I have been told by everyone, that I more than likely will never see my computer again! That saddens me deeply because there are things on that computer that I'll never get back and I loved my computer because it was a gift and it had sentimental value. It baffles me that this stupid maid would let a guy into our room, when we had a face to face conversation with her and we, TWO WOMEN asked her to clean the room. There wasn't a man in sight, so why would she let a man in our room. And after it happened she told myself, the officer and the GM that the guy asked her not to make the beds, yet she made them anyway, so she knew that wasn't his room because she did what we asked her to do and not him. If she thought it was his room, why would she follow our requests and not his. The hotel staff didn't seem to even be bothered by it when I reported it immediately afterwards, because they didn't call 911 or police to even report it, I did! This guy walked right through the front door of this hotel and exited through a side exit like he'd been there before. The GM was more worried about my sister and I leaving a bad review about the hotel, which we plan to do, than he was about us being violated. So that let me right there how this would be handled. He kept saying this has never happened, but clearly there is a first time for everything. He then proceeded to ask me would I stay there again, to which I responded NO! Furthermore, that I last knew, the maid is still working there, even more reason not to ever set foot in there again. With the way this is being handled my family and friends won't be using anything under the IHG umbrella ever again! If it weren't for proximity to my sisters job training we would have never stayed there anyway, and now we regret that we ever did. I informed him that I have stayed in hotels all over the world and I have never been in one where a random person can walk into a room where a maid is cleaning and just claim that's their room. I told him that just the month prior I had stayed at the Hyatt and when I walked to my room while the maid was cleaning, she immediately stopped cleaning, told me I couldn't be in there, came out, and closed the door behind her. He asked why did she do that and I told him that I couldn't just walk in that room and say it was mine, I had to prove that it was my room by using the keycard to let myself in, and if I couldn't open that door then I was not allowed in that room. He said that he had never thought of that and that was something that they needed to implement and put into their policy. I told him that would make sense, because right now, their lack of policy has caused me to be robbed and feel uneasy about staying in hotels! And that otherwise anybody could just go into people's rooms while the door is left open, while the maid is cleaning and steal things, like this thief did me. It is not right, nor is it fair for me to be drug along like this, like I am not the victim here! This lackluster staff should be FIRED! They make the entire IHG company look terrible. I do not intend to keep waiting on the hotel directly nor the Corporate offices to solve this because it should have and could have been done by now, had everyone on the IHG side handled it when it first happened instead of dragging their feet and for almost two months, doing nothing. Now they expect me to be patient, I don't think so! I have been more than patient and more than nice considering the fact that I am the one that was victimized, while the hotel staff and IHG Corporate drags their behinds. It would be in their best interests to reimburse me for my things and do it fast! I will not be forced to miss anymore school because I don't have my computer because they are trying everything not to pay! NEXT STEP, COURT!

7/23/2014 Problems with Product/Service
7/15/2014 Billing/Collection Issues
7/15/2014 Billing/Collection Issues
7/11/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: resorved hotel but agent booked wrong one and company refuses to correct what agent did I called the 1 800 number listed on the web site to place a reservation for 6/21/2014 for the hotel in downtown Columbus. the agent i spoke with took a few minutes then stated she found a Crowne plaza hotel and i placed the order with her Itinerary Number: ********* (last name was spelled ******) After I got off the phone with the agent i got the email confirmation stating it was for the hotel in Worthington Ohio, which was not what i wanted. I called the 800 number back twice the first time the guy stated he was talking to his manager and to see if they can change the reservation to the hotel i needed, and stated the money was not refundable, called back a second the agent was suppose to escalate this issue and manager and i was suppose to get a call back in 24 hours but that never happened i contacted the corporate office about this issue but they refused to help me. they failed to tell me the the full disclosure its not like i waited a week or two i called immediately after i placed the order all i wanted was the hotel i originally asked for or a refund and i get ignored.

Desired Settlement: either refunded or hotel i originally asked for

Business Response: Initial Business Response /* (1000, 13, 2014/07/02) */ I have received your contact from Mr. ****** ****** in regards to the Crowne Plaza Columbus North - Worthington, BBB Case #XXXXXXXX, Customer Care Case #XXXXXXXX. I have been advised by the hotel that they have cancelled the guest's Expedia reservation without a charge. Expedia has also been advised of this. I will also send a correspondence to the guest to advise. We consider this case closed in our office. Regards, Customer Care MOD

7/11/2014 Problems with Product/Service
7/10/2014 Advertising/Sales Issues
7/7/2014 Delivery Issues
7/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We checked into the Beach House Resort on Hilton Head Island hoping for a great time. What we got was disappointment, the wrong room, and no sleep. I booked a standard double bed room and paid $177 (including tax). The trip was a sister's getaway for myself and my two sisters. This was our first ever trip together so I was hoping the Beach House Resort would deliver. We checked into our room only to discover that we were given a King Bed instead of two doubles. The king bed price was $128. We paid $177 for a double bed room and didn't even get it. This was an immediate letdown as we weren't expecting to have to sleep in the same bed. They offered a rollaway bed but would not move us to a room with two beds. From there, it just got worse. The hotel was crowded with a LARGE group of college students (easily 40+ drunk students). We tried to go to bed at 10:30 p.m...over an hour later...we were still struggling to fall asleep. The students were running up and down the halls, yelling, and just making a lot of noise that prevented anyone from getting any sleep. Between 11:30 and 12 a.m., the fire alarm went off sending my sisters and I in a panic down the stairs. We got out without incident but the communication from the staff was non-existent. We had no idea what was going on, if it were a true fire, or if it was just a prank from the lovely students. 15+ minutes later, the fire truck arrives to inspect the situation. 15 to 20 more minutes later, there's no all clear signal but we noticed that the lights and fire alarm stopped and everyone else began to file in. During this entire process, there was no communication. The rumor was that a student pulled the alarm, but that was all speculation since nothing was communicated to us from the staff. Once we got back to our rooms, the annoyances from the students continued. There were at least 10 students in the hall causing a disturbance. I stuck my head out of the door and said something to them and they apologized and got quieter (for a second). 10 minutes later...more students arrived with more commotion. The guy a few doors down from us asked them to be quiet and when he went back in they stood in front of his door and yelled and hit his door continuing to be a nuisance. At this point, my tolerance for their behavior was gone. I called the front desk and reported their behavior. They sent someone up to tell them to be quiet but the behavior persisted. We finally got to bed at 2 a.m. (not because they actually shut up long enough to go to sleep but more because we were just unable to stay up fighting it any longer). When we went to bed, the hall was still crowded with partying students and there was a party taking place upstairs with the loudest music you can imagine. Our entire first trip together was destroyed by our lack of sleep and the staff's inability to manage their guests. The location is great but I will never stay here again or even recommend them to anyone else. I did let the front desk attendant know of the situation with the wrong room and also the situation with the constant disturbances and he waived the $10 resort fee..but...we should have left the hotel last night after the fire alarm was pulled and the disturbances continued because the staff obviously had no idea how to manage the guests.

Desired Settlement: I would like to be refunded the $128 cost of the room.

Business Response: Initial Business Response /* (1000, 7, 2014/05/30) */ Contact Name and Title: ****** *******, Manager on Duty Contact Phone: XXX-XXX-XXXX Contact Email: **************@ihg.com May 30, 2014 ********************************************************* Reference # XXXXXXXX To Whom It May Concern: Thank you for contacting us once again regarding Ms. ********* ******** concern with our Holiday Inn Resort, Beach House, Hilton Head, SC. We received Ms. ******** complaint on May 13, 2014. We responded to her that same and filled out your form on line. We sent Ms. ******** a refund check in the amount of ******* for her issues she had with the noise from other guests and the fire alarm going off. We consider this issue closed in our department. Once again I am sorry you didn't receive a copy of the email we sent to the guest. Sincerely, Customer Care Manager on Duty IHG Initial Consumer Rebuttal /* (3000, 9, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This case was opened a month ago and the representative that contacted me said that a refund check would be mailed and I still have yet to receive a check. Once I receive the refund I will consider this an acceptable response but I have yet to see the refund that was promised. Final Business Response /* (4000, 11, 2014/06/17) */ From: ***** HI-Guest Relations (IHG) Sent: Tuesday, June 17, 2014 7:34 AM To: '*****************@gmail.com' Subject: Reference #XXXXXXXX - Holiday Inn Resort Hilton Head, SC Dear Ms. ********* ********, I am responding to correspondence sent Guest Relations from the Better Business Bureau regarding your experience with the Holiday Inn Resort Hilton Head, SC. We greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience your room conditions and the additional disruption from other guests caused you. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. Your comments were forwarded to the General Manager and ownership of this hotel, and I am confident they will take the necessary steps to continue to improve their services. In addition, I have taken steps to ensure a check be sent to you in the amount of ******** This check represents a refund of the cost of the room. You will receive it under separate cover within the next 10-14 business days. Once again, thank you for taking the time to contact us. We value you as our guest and hope you will continue to choose IHG for your future travel needs. ******* **** Case Manager Customer Care Phone: ************ Fax: ************ Reference #XXXXXXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com

6/4/2014 Guarantee/Warranty Issues
5/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Service fee for Easter Brunch on April 21 2014 for the amount of $20.22. When I made my reservation by phone I was not informed that there would be a service fee. When I received my bill I was charged $20.22. I asked what the service fee was for. They said part of it went to the waiters but it was not a tip for them. The rest they did not know. My promblem is that they should of informed me !!!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) To have a refund of $20.22. Thank you

Business Response: Initial Business Response /* (1000, 10, 2014/05/14) */ Contact Name and Title: Manager on Duty Contact Phone: XXX-XXX-XXXX Contact Email: *****@ihg.com ****** ******* <**************@ihg.com> 1:13 PM (0 minutes ago) to alohatroubles, +AMER, bcc: me Dear Mr. **********, Thank you for contacting ***** *********. We appreciate you taking the time to bring this matter to our attention, and apologize for any inconvenience you may have experienced. We have documented your comments under reference number XXXXXXXX, and are investigating the situation. However, before we can continue, we need you to reply to this message and provide us with the following information: - Which IHG location you are referencing (city, state and address) - The name the reservation was under as well as confirmation number, if possible. Once again, we appreciate your taking the time to contact us. We value you as our ***** and look forward to hearing from you and being of further assistance. Sincerely, Customer Care Manager on Duty IHG P.O. Box XXXXX, Salt Lake City, UT XXXXX, USA Fax: XXX-XXX-XXXX

5/21/2014 Problems with Product/Service
5/20/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: they charge me $28.15*2=$56.30 for no reason! confirmation number: XXXXXXXX, XXXXXXXX, for two rooms on 04-18-2014. there are two $28.15 charge in my credit card by this staybridge hotel. They are rewards night, why you charge me?!!

Desired Settlement: refund my money.

Business Response: Initial Business Response /* (1000, 5, 2014/04/26) */ Contact Name and Title: ***** ****** Guest Relations Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Mr. ***, Thank you for contacting ***** ********* regarding the billing you received from the Staybridge Suites, San Diego, CA. We greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced. I have contacted the hotel and they assured me they will credit the credit card used while staying at the hotel. You should see the credit appear on your next one to two billing statements. If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly. Once again, thank you for taking the time to contact us. We value you as IHG Rewards Club Platinum member and hope you will continue to choose IHG for your future travel needs. Sincerely, ***** ******* Case Manager ***** ********* IHG Reference No. XXXXXXXX Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1 or 2 billing cycles? that's almost 60 days! It's not my fault, why I have to pay for this using my own money beforehand? That's make no sense! Final Business Response /* (4000, 9, 2014/05/02) */ Dear Mr. ***, Thank you for your most recent contact to Guest Relations. We sincerely apologize for any inconvenience this situation may have caused you. I have documented your additional comments for the General Manager and owner of the aforementioned property to review. Since billing is handled directly at the hotel and Guest Relations donot have a direct access to hotel's accounting office we suggest for you to contact the hotel directly at XXX XXX XXXX. We appreciate your patience. Best regards, ***** ****** ******* Case Manager ***** ********* IHG Reference No. XXXXXXXX

5/19/2014 Advertising/Sales Issues
5/19/2014 Problems with Product/Service
5/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I stayed at the Intercontintal in Atlanta, Ga recently and the staff was extremely rude and I did not get what I paid for. Okay first, I am an ambassador member with Intercontinental hotels. I am also a Gold Elite member with the IHG group. This hotel has has a nice image, but as a guest you get to see the reality. I booked an ambassador suite for 3 nights and was upgraded to the presidential suite. I'm going to list my problems that I encountered: 1. The shower was scorching hot. I called down and reported it and they sent someone up to fix it while I was gone. Also, they had to replace a light that was burned out. Thankfully, I returned while they were still trying to fix the problems. Someone told the mechanic that the shower water didn't get hot enough...total opposite of what I told them. And the maid couldn't find the light that was clearly burned out. They do not inspect the room before they rent them to the guests. 2. Room service food was delicious but only lukewarm on several visits. The only staff that is somewhat nice are room service staff, the front desk, and upper management. Everyone else walks around with a sour face. 3. Tried booking a spa appointment a full day ahead of time. They told me there was no space available. And this was for the guest in the Presidential Suite, plus I am an ambassador member. This was totally out of line! 4. As an ambassador member I am GUARANTEED a late check-out of 4 pm...guaranteed. It's company policy. But they locked me out of my room by 3:10 and had to send security up to let me in my room. Seriously? Luxury hotel? No. 5. While I was trying to get in my room a cluster of about 3 or 4 maids (housekeeping) saw me struggling and offered no assistance and LAUGHED AT ME...very loudly. This was preposterous. 6. The fireplace in my room emitted a strong gas odor when lit. 7. The floors were heavily scratched. 8. The bellman or staff do not open the doors for you in the valet area. This has become so standard for staff to open doors...I don't know why they don't do it here. So this is what I did about my problems. I sent an email to hotel staff, who forwarded it to the front desk manager who then forwarded it to the hotel manager. I then replied to his email and copied the general manager to it. The manager told me he would call me back one day, and totally forgot about me. I requested a refund of 2 nights, refund for valet charges, and for 2 in room dining charges. What did I get? An offer for a complimentary night. That's all. And their maids laughed at me! That's awful!

Desired Settlement: I would like a partial refund for my stay (atleast 60%), which costed me over three thousand dollars.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ Contact Name and Title: ******* ****, Case Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: *****************@ihg.com From: +AMER HI-***** Relations (IHG) Sent: Friday, April 25, 2014 8:21 AM To: '*********@gmail.com' Subject: Reference #XXXXXXXX - InterContinental Hotel Buckhead Atlanta Dear Mr. **** *****, Thank you for contacting Guest Relations regarding the InterContinental Hotel Buckhead Atlanta. As an IHG Rewards Club member you are one of our most important guests, and we greatly appreciate you taking the time to bring this matter to our attention. We are also very sorry for any inconvenience caused by the many problems you experienced during your stay. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. I have forwarded your comments to the General Manager and ownership of this hotel, and I am confident they will take the necessary steps to continue to improve their services. In addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued 40,000 points to your account, on their behalf. These points will be converted to your current earning preference with IHG Rewards Club and should appear in your account within the next 7-10 business days. Once again, thank you for taking the time to contact us. We value you as an Ambassador and Gold Elite Rewards Club member and hope you will continue to choose IHG for your future travel needs. ******* **** Case Manager Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX Reference #XXXXXXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Initial Consumer Rebuttal /* (3000, 7, 2014/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked for and deserve a partial refund for at least 50 to 60 percent of what I paid for. I did not receive what I paid for from the business and they're trying to give me points, not the refund I asked for. Final Business Response /* (4000, 9, 2014/04/30) */ From: +AMER HI-Guest Relations (IHG) Sent: Wednesday, April 30, 2014 7:25 AM To: '*********@gmail.com' Subject: Reference #XXXXXXXX - InterContinental Hotel Atlanta, GA Dear Mr. **** *****, ***** ********* was notified by the Better Business Bureau regarding our offer of 40,000 IHG Rewards Club points as compensation for your experience with the InterContinental Hotel Atlanta, GA. I appreciate the opportunity to address your additional concerns and regret our offer was unacceptable. Further to your correspondence, your concerns have been forwarded to the management and ownership of the aforementioned property. While we certainly regret the experience you had, the compensation that has already been issued is appropriate and supports our Hospitality Promise. In addition, your comments will remain on file at a corporate level, for use in periodic evaluations of the hotel. Once again, thank you for taking the time to contact us. We value you as an Ambassador member and hope you will continue to choose IHG for your future travel needs. ******* **** Case Manager Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX Reference #XXXXXXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com

5/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had booked a room for Saturday, May 1, 2014. Everything seemed seemingly perfect. We enjoyed our stay and the pool as well. But upon waking up on Sunday morning May 2, 2014, I realized that there were ants in the room, room 115. I had not realized there was a problem because we enjoyed our whole time with our family at the pool. I was more disturbed when I found ants in our kids bags when we reached home. I was very disappointed.

Desired Settlement: I would like at least a partial refund for our stay and I would like to have assurance that room *** will be looked at so that other guests do not have to find ants in their belongings.

Business Response: Hello ********,

Thank you for giving us the opportunity to respond to this complaint. We take the customer's issues seriously and would like to address her concerns in an expedient manner. To do so, we need some additional information from her such as the city, state and hotel at which she stayed. I have done an initial search of stays checking in on May 1, 2014 and have been unable to find any stay associated with the given name. If Ms. ****** is able to give us the additional information, we will be happy to assist in any way we can.

Kind Regards,

GR MOD

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I might have booked the room under my husband's names *** **** or myself ******* ******. I stayed at Alsip, Illinois. We stayed on a Saturday, May 3rd, 2014.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Hotel reservation and changing 3 minutes later My mother which is 73 years old was on the road coming across I4, she needed a room as she was not feeling well. I proceeded to call Holiday Inn Express, since I was a member in the past. She told be her location and I Proceeded to call the Plant City Fl, Holiday inn express from the toll free number on the website. I was greeted with .com reservations. my thought it was Holiday inn express. I made the reservation, and told them them situation off my mom and booked the room. I found out just minutes later she was further down the road near Disney, I called right back and told them the situation, and they denied me a change to the Holiday Inn on International Pkwy, which we now know as bought out by Comfort Inn... so, the issue is, it was not even 5 minutes that I called back to change to another Hotel.. I didn't realized Holiday Inn was in the business of doing this, I have never had this problem in the past.. and later I found out when I called the websites phone number, and that it was not .com reservations, it was hotel.com, if I wanted to book via Hotel.com, I would have called or went hotel.com. This is deceptive, to leave an impression that your calling .com reservations, and not identifying them as hotel.com... here is the charge clearly from hotels.com ($USD) 144.42 was authorized at HOTELS.COM US on 04/15/2014 9:21:36 PM and the girl from the comfort inn, even tried to get the reservation changed to theres, and again was denied, so the caretaker that was with my mom had to pay for the hotel... this is unbelievable, and deceiptful.. I would hope I get this resolved.. I told quite a few about this story, and all agree that this is not good business practice, My hopes is we can come to some type of agreement. Thanks for listening.

Desired Settlement: I would just like the charges take off my credit card, and move on from this.. I think its ridiculous I could not work this out with company and have to file a complaint

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Contact Name and Title: ***** ****** Guest Relations Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Mr. *******, Thank you for contacting ***** ********* regarding your reservation made via the internet for the Holiday Inn Express Plant City, FL. I appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you have experienced. After reviewing your comments sent to the Better Business Bureau I am concluding the reservation was confirmed through a travel agency online and not booked directly through our online site IHG.com. I believe you mention hotels.com. As you have learned certain restrictions apply to this reservation, and as such, we are unable to make any changes or modifications through our office. I apologize you believe this to be deceitful but we can not control how hotels.com positions their website or call center for reservations. In order to modify or change your reservation you will need to contact hotels.com directly as well as asking for a future credit. If this is not correct, the booking source, please send me the following information and I would be happy to look into this further for you. - The name the reservation was under as well as confirmation number, if possible Once again, thank you for taking the time to contact us. We value you as our guest and look forward to hearing from you and being of further assistance if the above information is not correct on the booking source. Sincerely, ***** ******* Case Manager ***** ********* IHG Reference No. XXXXXXXX Initial Consumer Rebuttal /* (3000, 7, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel confirmation number is XXXXXXXX and was under my mother ***** *******, but I charged for her on my card.. I am absolutely sure when I went to the site there was no reference of Hotels.com, I won't use them cause of an issue in the past.. It was an 855 number, and was listed under Holiday Inn Express. at this point I can't find where that number is tied to Plant City Holiday Inn, something has changed.. cause I was on the site of Holiday Inn Express, and no Hotels.com logo around. I just can't believe in 3 minutes I lose $140.00, this was the site http://www.ihg.com/holidayinnexpress/hotels/us/en/plant-city/plcfl/hoteldetail I need to know how holiday inn express ties in with hotels.com othere then going to hotels.com's website, I did not go there Final Business Response /* (4000, 9, 2014/04/25) */ From: +AMER HI-***** ********* (IHG) Sent: Friday, April 25, 2014 7:50 AM To: '*************@gmail.com' Subject: Reference #XXXXXXXX - Holiday Inn Express Plant City, FL Dear Mr. ***** *******, ***** ********* was contacted by the Better Business Bureau regarding your mother's, Ms. Linda *******, reservation for the Holiday Inn Express Plant City, FL and your experience while making this reservation. We apologize for any inconvenience this situation may have caused you and recognize the frustration you would have when all the facts regarding reservation restrictions are not disclosed when committing to a reservation. I have forwarded the details of your experience to the General Manager and ownership of this hotel. We are committed to guest satisfaction and appreciate the opportunity to address your concerns. As our hotels are in the best position to assist, I have requested they contact you directly to discuss the situation further. They will be contacting you directly via email within 48 hours. If you still require assistance after this time frame, please contact ***** ********* again. For your records, your comments are documented under reference number XXXXXXXX Once again, we appreciate your taking the time to contact us. We value you as our ***** and appreciate your patience. ******* **** Case Manager Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX Reference #XXXXXXXX IHG P.O. Box XXXXX Salt Lake City, UT XXXXX http://www.ihg.com

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Intercontinental Ambassador Program does not add any benefit to an IHG reward member and does not honor a number of its benefits or claims. I became and Intercontinental Ambassador Reward Member in Sept 2013 when told of the benefits at a hotel in FL. It cost me 32000 IHG Reward points to enroll and the process required an email confirmation from from a **** ******* Ambassador Services in England. I was already an IHG Platinum Member and thought this would enhance my hotel stays as I travel weekly for business. I have since found out that I have gained no benefits on this program. As an IHG Platinum Member I would still get my guaranteed upgrade. I have never been able to stay till 4pm at any Intercontinental hotel I have stayed in due to a varied number of excuses (We are completely book and can not provide that for you at this time, We have given out the maximum amount of late check outs, are cleaning staff does not stay till that time). When attempting to use the weekend certificate I found that I have to pay a higher rate for the certificate use, than I would just booking the hotel thru the IHG website. For a room that would cost me $240.00 I now have to pay $350.00 just to use the certificate despite the Intercontinental claim that they guarantee the best rate on their website. When I called the Intercontinental Ambassador Program Customer Service I had one of three different phone calls with a direct question, "What is MY benefit for being in this program?". For the points that I have given I am not seeing any tangible gains and would have just the same benefits as an IHG Platinum Member. In fact the reservation I made at the Intercontinental in Atlanta for my Anniversary with hopes of using the weekend Certificate will be canceled in favor of using my IHG Points as I rather pay nothing with the points I earned than $350.00 dollars for a two nights stay. I was shocked that when I talked to 3 different Customer Service Reps, including ***** who gave me her employee number of 2683, that I really should have never been on this program as it does not serve any benefits to me. So when I asked can I have my points back I was told that they are non-refundable and we didn't force you to enroll. So for a program that does not honor is claims, serve no bonus, but took 32000 points from me there answer to my complaint is, "Sorry you shouldn't have enrolled in our program because it has no value to you but we didn't make you do that."

Desired Settlement: My 32000 points back please.

Business Response: Initial Business Response /* (1000, 12, 2014/05/02) */ Dear Mr. *******, Thank your most recent contact to the Better Business Bureau regarding your Ambassador account. We appreciate your feedback and apologize for any inconvenience you may have experienced. Your comments have been documented and shared with the management staff of the IHG Rewards Club Service Center and Ambassador Service Center. The information is also available to our corporate executives that make decisions pertaining to future enhancements of our program. In addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued 20,000 points to your account. These points will be converted to your current earning preference with IHG Rewards Club and should appear in your account within the next 7-10 business days. Once again, thank you for taking the time to contact us as we value your patronage. I apologize for the delay in getting back to you. *** ******* Customer Care IHG P.O. Box 30321, Salt Lake City, UT 84130, USA Tel: X-XXX-XXX-XXXX Fax: 801-975-1846 *****************@ihg.com

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am a member of the IHH reward club. I was told my points would be honored at the one hotel since i had previous problems at altimes all availability I am a memeber of the rewards club with the IHG . I have 18,000 plus points I needed to make reservations at the clermont FL Holiday Inn express I was told by the manager ****** ***** I culd use my points at any time any day with out worries about black out dates availability etc. I tried to make reervations for Feb 22 for a family get together the first time the four of us would be together in over 5 years and before my elderly mom had surgery. I was told I could not but they still had room available. I talked to several people and was given many different excuses none of them willing to let me talk to a supervisor who over ride things. Service workers RUDE short, gave me the run around very very por customer service and lack of help or willingness to keep guest happy

Desired Settlement: the room for the reqested Night as promised ! that is all and a refund or credit for all the trouble that this has caused me adn my family

Business Response: Initial Business Response /* (1000, 13, 2014/05/02) */ Dear Mr. *********, Thank you for your email that was sent to our office from the Better Business Bureau. I appreciate the opportunity to assist you and apology for any delay in getting back to you. I understand your frustration when trying to book a Reward Night reservation that was not available to book. I also understand how frustrating it is to be given incorrect information. As explained before the Reward Night rates are based upon availability. In an effort to retain your patronage and demonstrate our concern in this matter, I have issued 5,000 points to your account. These points will be converted to your current earning preference with IHG Rewards Club and should appear in your account within the next 7-10 business days. Once again, thank you for taking the time to contact us. We value you as an IHG Rewards Club member, and hope you will continue to choose IHG for your future travel needs. *** ******* Customer Care IHG P.O. Box XXXXX, Salt Lake City, UT XXXXX, USA Tel: X-XXX-XXX-XXXX Fax: 801-975-1846 *****************@ihg.com Initial Consumer Rebuttal /* (3000, 15, 2014/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not willing to close this complaint until I actually receive these points this was not the out look I was looking for. A lousy 5000 points was alot less than the trouble I had experienced and the cost of the room at a hotel over an hour away from the location. I am out points money and a good time and all IHG can offer is a lousy 5000 points. IHG SHAME ON YOU!!! you ought to be embarrassed on how you treat your *****! Final Business Response /* (4000, 17, 2014/05/08) */ Dear Mr. *********, Thank you for your most recent contact regarding your experience with the Holiday Inn Express and Suites, Brooksville, FL. I appreciate the opportunity to address your additional concerns and regret this continues to be an inconvenience for you. Further to your correspondence, your concerns have been forwarded to the management and ownership of the aforementioned property. While we certainly regret the experience you had, the compensation that has already been issued is appropriate and supports our Hospitality Promise. In addition, your comments will remain on file at a corporate level, for use in periodic evaluations of the hotel. Once again, thank you for taking the time to contact us. We value you as an IHG Rewards Club member and hope you will continue to choose IHG for your future travel needs. ***** ******* Case Manager ***** ********* IHG Reference No. XXXXXXXX United States and Canada Phone: 800.621.0555 Fax: 801.975.1846 Email: *****************@ihg.com www.ihg.com Final Consumer Response /* (4200, 19, 2014/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once it is posted to my account I will accept it but until then no. And as for the last comment from IHG, My complaint was with the clermont Holiday Inn not the brooksville where I had to stay at. did IHG even read this or did someone just type an response. makes me wonder how this company is even ran if you can not even get the complaints right....

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Intercontinental Hotel in San Juan failed to provide one night's refund due to our poor experience with a recent stay, as promised We stayed at the Intercontinental Hotel two nights last week (Mar 24-25, and 25-26). The two nights were booked independently. Our frustrations came from an extremely poor customer service experience at this hotel. Our room was dirty when we checked in and had not been vacuumed, there was only 1 set of towels, and the alarm clock on the nightstand was missing. When we finally got these issues resolved, ***** the hotel manager offered to comp us breakfast. Then later in the day, we experienced even more frustrations when neither of our room keys would work. We tracked down a maid who was on our 8th floor (who obviously couldn't let us in for security reasons), but who called for hotel security to come up and let us in. They did- but not until 20 minutes later! Then a few hours later when trying to re-enter our room again we had the same issue. Apparently the battery in the lock needed to be replaced. After waiting yet another 20 minutes to get in, we once again complained to ***** that our valuable vacation time was being consumed fighting additional hotel issues and we were really starting to get mad. She switched us to another room, which once again had no alarm clock. So we had to call yet again to get an alarm clock. I then requested that one of our two night's stays would be refunded to us in the form of a future free night voucher to be used on a future stay, and ***** said she would "make it right" with us the next morning when we checked out. She never did, and used the excuse that since we were already staying on a free night voucher she could not refund it or the equivalent in points.

Desired Settlement: We would like IHG to honor what the front desk manager ***** said, by "making it right" and refunding us one of the two free nights we redeemed at the Intercontinental San Juan hotel. I am a Platinum member and very loyal hotel guest and don't believe that we deserved to experience all of these hotel issues. Please credit my IHG account with one free night's stay at any IHG brand, to be used in the future. Thank you.

Business Response: Initial Business Response /* (1000, 7, 2014/04/30) */ Contact Name and Title: *** *******, Team Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***********@ihg.com Dear Mr. ******, Thank you for contacting ***** ********* regarding the Intercontinental Hotel San Juan. As an IHG Rewards Club member you are one of our most important guests, and we greatly appreciate you taking the time to bring this matter to our attention. We are also very sorry for any inconvenience you experienced. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. I have forwarded your comments to the General Manager and ownership of this hotel, and I am confident they will take the necessary steps to continue to improve their services. In addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued ****** points to your account, on their behalf. These points will be converted to your current earning preference with IHG Rewards Club and should appear in your account within the next 7-10 business days. Once again, thank you for taking the time to contact us. We value you as a Platinum member and hope you will continue to choose IHG for your future travel needs. *** ******* Customer Care IHG P.O. Box 30321, Salt Lake City, UT 84130, USA Tel: X-XXX-XXX-XXXX Fax: ************ *****************@ihg.com

4/30/2014 Problems with Product/Service
4/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On March 12, 2014 I took my children to stay at this hotel after a long day at SeaWorld. The price of the hotel was high compared to others in the area but I wanted to have a nice hotel with an indoor pool for my children to experience as their first hotel stay. Once we arrived, the people located above our room were loud and it sounded like someone was bowling. I called down to the front desk and let them know of the problem. They said that they would ask them to keep it down. It continued well into the night making it difficult for any of us to sleep and then started again very early (6am) in the morning. Upon checking out of the room, the front desk clerk asked how my stay was and I told her it was horrible and I didn't appreciate the fact I was up all night due to other guests in the hotel. She said she would issue a 50% refund and to check with hotels.com to ensure I get my refund. Om March 19th I still had not been issued a refund so I contacted hotels.com who said they needed to contact the hotel and would let me know what was said. On March 20th I received an email from hotels.com customer service that stated the hotel did not issue a refund and to contact them directly. I contacted them, they called hotels.com to verify there was a refund issued and called me back and let me know it was being processed. On March 27th I still have not received a refund from the hotel or hotels.com and hotels.com said they have no record of the refund. Account_Number: Itinerary # XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Because of all of the problems and the back and forth of calling, I would like a full refund. 50% is unacceptable to me.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Contact Name and Title: ******* *****, Customer Care Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Ms. ********, Thank you for contacting Guest Relations regarding your experience with the Holiday Inn Express and Suites Sea World Area, San Antonio, TX. We greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience the noise from the adjacent room may have caused you. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. I have contacted the General Manager on April 2, 2014 concerning this matter and your request for a refund. In an effort to retain your patronage, the hotel did contact Expedia on March 20, 2014 and requested a refund in the amount of ****** . This amount represents a refund of half of the money paid to the hotel for your stay. You will receive the refund to your credit card used once Expedia.com process the request and the amount of time your bank needs to add the funds to your available balance. Typically this time for the bank is the next billing statement. Once again, thank you for taking the time to contact us. We value you as our guest and hope you will continue to choose IHG for your future travel needs. If you need further assistance in this matter please contact our office with the information provided below. Sincerely, ******* ***** Case Manager ***** ********* IHG Reference No. XXXXXXXX Initial Consumer Rebuttal /* (3000, 7, 2014/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not book through expedia I booked through Hotels.com. It has been almost a month and several phone calls and I still have not received the refund. And on top of that, my hotel charges were **** and I can't seem to figure out how *** is half of that. I want a full refund or credit. Final Business Response /* (4000, 9, 2014/04/05) */ Dear Ms. ******** ********/Better Business Bureau, I'm responding to your most recent post with the Better Business Bureau regarding your stay at the Holiday Inn Express San Antonio, TX. I previously attempted to reach out to you via phone on Saturday, April 5th in an effort to bring your concerns to closure. After reviewing your case, I'm disappointed we have not taken an appropriate action to address your experience. I embarrassed by prior correspondence which incorrectly suggested Expedia was the third-party website you used to reserve your reservation, instead of Hotels.com and recognize how this detail may have further shaken your confidence in our ability to resolve. Rest assured I will address this issue. Arranging credit between two merchants, the hotel and the third-party website, has obviously complicated matters further. It is unfortunate because I know IHG and our affiliated hotels strive to provide great service at every interaction. I must admit, pursuing reimbursement to your credit card account will be more complicated than we normally experience. I would like to propose an alternative solution, within the abilities of my department, for you to consider. Your experience was undesirable, and I would like the opportunity to give you a night towards a future stay where we can show you how we are capable of great service and comfort. To do this, I would need your permission to enroll you in our IHG Rewards Club. I would grant you an immediate upgrade to Gold Elite status and a complimentary 25,000 Rewards Club points. These points have a variety of redemption options found at www.ihgrewardsclub.com including the potential for a free night(s). I look forward to discussing this option with you and hope it may provide a feeling of redemption because of the experience you had at the hotel. My office can be contacted at ************, and your reference number is XXXXXXXX. Thank you for this opportunity to represent our commitment to service and your satisfaction. Sincerely, ******* **** Case Manager ***** ********* ************ *****************@ihg.com Reference #XXXXXXXX

4/21/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Unauthorized credit card use of 2 credit cards I made a reservation to use 5000 points on the date of March 11, 2014. My husband and daughter were using the reservation. I called ahead of time and told them their names and they would be arriving approximately 11:30 or 12 MN that evening. I spoke with ******. At 11:30 she called me and woke me up and said the card on file would not go through. I asked her why she was running it and she said she was not running it but using for incidentals. I gave her another card and once again received assurance it was just to hold the room. She said nothing would be run until 6 AM. The morning of March 12, I checked the balance on both my accounts and there was a $150.00 charge (hold) on both accounts. I called the hotel and did not receive any resolution to this problem. The banks both said they could call or fax them permission to release the hold. **** at the hotel did not offer this. I am sure they want to use my money for a time to get interest on it. **** said they had to do that because they were full last night!!

Desired Settlement: I want immediate release of my funds!!! I do not have that kind of money and my husband is traveling and needed that money for expenses. Hope he makes it home! I have never been treated like this and may consider changing hotels that I use when I travel.

Business Response: Initial Business Response /* (1000, 12, 2014/04/10) */ ********, I have located a case we have documented in Guest Relations for **** **** under case #XXXXXXXX. The guest originally contacted our office March 12th in regards to her billing issue. The hotel was asked to contact her within 48 hours to discuss this per our normal policies and procedures, and they followed this protocol. It appears as though the guest contacted your office on the same date. At any rate, the authorization hold has been removed from the guest's account and the case has been closed. Our office has not received additional contacts from Ms. **** in regards to these authorization hold and this is why we consider the case closed in our office. Regards, *** ******* GR MOD XXX-XXX-XXXX

4/21/2014 Problems with Product/Service
4/17/2014 Problems with Product/Service
4/11/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Annual IHG credit card fee was suppose to include one free night. However, I was not able to combine promotions to book 2 nights as required. I paid for a rewards Visa, which entitled me to a free hotel stay. I am also a Platinum Elite member, so I have reward nights from other stays and meetings. I planned to take my family to the beach for a 2-night stay Memorial Day weekend. I can book my room but they will not allow me to use my free night because it is a 2-night min stay for the holiday. I planned to stay 2 nights but I they can't book it because it is really (2) - 1 night stay that are consecutive. When I called customer service, they were no help. I emailed and heard nothing back. After 2 Facebook messages, they finally sent me a canned response that had nothing to do with the issue.

Desired Settlement: Allow me to use my free night and my points for another night at the hotel.

Business Response: Initial Business Response /* (1000, 5, 2014/03/26) */ Contact Name and Title: ***** ******** Guest Relations Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Ms. *******, Thank you for contacting ***** *********. We appreciate you taking the time to bring this matter to our attention, and apologize for any inconvenience you may have experienced. We have documented your comments under reference number XXXXXXXX, and are investigating the situation. However, before we can continue, we need you to reply to this message and provide us with the following information: - Which IHG location you are referencing (city, state and address) - The IHG Reward Number found under the name and address given to the BBB - The dates of the stay requested as well as bed type Once again, we appreciate your taking the time to contact us. We value you as our ***** and look forward to hearing from you and being of further assistance. Sincerely, ***** ******* Case Manager Guest Relations IHG Reference No. XXXXXXXX United States and Canada Phone: ************ Fax: ************ Email: *****************@ihg.com www.ihg.com

4/8/2014 Problems with Product/Service
4/2/2014 Billing/Collection Issues
3/28/2014 Problems with Product/Service
3/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: IHG refuses to credit me points for fulfilling one of their offers from the Big Win promotion. Claims I did not fulfill it. I'm not sure exactly when I signed up for the Big Win, but it was some time in January. After registering for the Big Win, I booked 2 separate reservations using my IHG Visa card on the IHG website: Reservation #XXXXXXXX and #XXXXXXXX. I received credit for the "spend it to get it" promotion (book and pay with IHG visa), but not the "Book with IHG" promotion (Book 2 separate stays through the IHG website). I called the IHG rewards hotline and had numerous email correspondence back and forth with the rewards department, but they were unhelpful. They claim that I would get the points after I STAYED the nights. This promotion specifically says "BOOK 2 separate stays through an IHGï���® hotel website or mobile device to get our Best Price Guarantee and earn 4,800 points" instead of the other promotions where it specifically says "STAY a total of 4 nights and earn 12,000 points". Since my reservations are non-refundable and already paid in full, I'm not sure why they are refusing to honor their promotion. Even if I were to cancel the reservations, the money I paid would not be refunded.

Desired Settlement: I would like IHG to honor their promotion and credit my account with my missing 4,800 points.

Business Response: Initial Business Response /* (1000, 7, 2014/03/08) */ Contact Name and Title: ******* ****, Team Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: ************@ihg.com From: +IHG Rewards Club Service Center Sent: Saturday, March 08, XXXX X:XX AM To: '*******@hotmail.com' Subject: Reference #XXXXXXXX - IHG Rewards Club Big Win Promotion Dear Mr. ***, My office was contacted by the Better Business Bureau regarding your experience with our 2014 Big Win Promotion. First of all, please allow me to sincerely apologize for the frustration you are experiencing with the IHG Rewards Club Service Center. I respect your understanding of the terms promotion and am sorry for the confusion caused by its description. I recognize our service center is attempting to maintain the integrity of the program as it was designed. Although, I am unable to credit, I can assure you the 4,800 points will be forthcoming after your stay is completed. However, your feedback allows us to avoid similar problems when developing future promotions. I am sorry for the amount of effort you have had to make in order to resolve these concerns. We aspire to shoulder these problems to the best of our ability. For your effort, I have credited your account 5,000 points, as a goodwill gesture, and representing my regret for our failure to satisfy your needs. We want our members to feel our rewards program benefits them just as much as their business benefits IHG. We value your loyalty as a platinum member and hope this situation will not deter you from choosing IHG for future travel needs. ******* **** Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box XXXXX Salt Lake City, UT XXXXX http://www.ihg.com Reference #XXXXXXXX

3/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: After leaving my $300 prescription glasses in my room upon checkout, I was promised to be contacted on 3 occasions and no one has responded. I checked in to the Holiday Inn Kingston South, UK on Jan 26th and checked out Feb 7th. Immediately after arriving home, I realized I had left my $300 prescription glasses in the room. I am %100 positive that they were left there in the bathroom on the shelf. I contacted the front desk on Feb 7th and again on Feb 8th and was promised on both occasions I would be called to explain the status. I received no calls. I filed an email complaint via IHG Guest relations on Feb 10th (Reference No. XXXXXXXX). I was told that the complaint was being handled directly by the hotel and would be contacted within 48 hours. I still have yet to contacted by anyone.

Desired Settlement: Due to the blatant disregard for my situation and no attempt being made to explain or rectify the situation, I am requesting a refund of $300 which is the price of my prescription glasses and designer frames (Claiborne w/gray case)

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: ****** ****** Team Manager Contact Phone: XXXXXXXXXX Contact Email: *****@ihg.com Sent the following email to the guest. Outgoing E-mail to Workflow Status: Handled by an agent Subject: Holdiay Inn London - Kingston South, Reference No. XXXXXXXX-BBB CASE#: XXXXXXXX Contact: Agent: ******* From: *****************@ihg.com To: *********@yahoo.com Cc: Bcc: Sent on: Dear Mr. ******, Thank you for contacting the Better Business Bureau regarding the prescription glasses you had inadvertently left behind at the Holdiay Inn London - Kingston South. I was very sorry to hear that the hotel neglected to contact you back regarding your lost item. I can understand that it must have been frustrating and it certainly is not the type of service we would want any of our guests to experience. I have since reached out to the hotel to discover if they have found your glasses. ***** ******** Front Office Manager, has confirmed that they have indeed located your glasses as well as a library card. He will be in contact with you shortly to discuss having the items shipped to you. I apologize that you had to go to such lengths to get this matter resolved. Once again, thank you for contacting the Better Business Bureau and making us aware of this situation. We appreciate your custom and hope this will not deter you from choosing IHG for your future lodging needs. Sincerely, ****** ****** Team Manager Customer Care IHG P.O. Box 30321, Salt Lake City, UT 84130, USA Tel: XXX-XXX-XXXX Fax: ************ *****************@ihg.com

3/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I completed the Big Win promotion for 2013 and I am owed 60,000 IHG Reward Club points. I completed the Big Win promotion for 2013 and I am owed 60,000 IHG Reward points valued at $11.50 per 1,000 points as stated on the IHG website. I filed a complaint with IHG, number XXXXXXXX and I have received no response despite several attempts to resolve the issue. My stay at Crowne Plaza Edison NJ on 12/28/2013 completed the promotion. Up until the point I had already been correctly awarded 27,500 points. The total amount of points I could earn by completing the whole promotion was 87,500 points. I completed it and am here to retrieve the balance, 60,000 points. My IHG Membership number is XXXXXXXXX. Thank you, ****** *******

Desired Settlement: 60,000 IHG Rewards points as I was promised by IHG, or the cash equivalent with I value at $690.00.

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: ******* ****, Case Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: ************@ihg.com Dear BBB/Mr. *******, I have verified the case opened with IHG Rewards Club, case #XXXXXXX, is still being processed to meet your request regarding the Big Win promotion. I regret the additional time this is taking and appreciate your patience. I have contacted the representative working on your case and supplied him with the additional information you provided in this complaint. Upon completion of their research, I expect them to reach out to you directly. Thank you for the opportunity to be of service. You are a valued Ambassador member and trust this circumstance will not deter you from selecting IHG brands for your future travel needs. Initial Consumer Rebuttal /* (2000, 7, 2014/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. The missing points have been posted to my account.

3/6/2014 Billing/Collection Issues
3/3/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I had signed up for a rewards program with Holiday Inn, in which they told me that it was free. I received a charge on my credit card for 200.00 I had booked a reservation with Holiday Inn on Jan 18th for check in on Sat Feb 1st. A representative told me about their rewards program, that was free and said she would send me the information. I never received information, but on my confirmation email, I noted there was a member #. On 1/21/14 I received a charge on my credit card from Holiday Inns Ambassador A XXX-XXXXXXX GA XXXXX US for $200.00. When I noticed it was different from my hotel charge, I called the above number. They said it was from upgrading to their Ambassador program, which I never agreed or signed up for. She then said I would have to call the Ambassador line, which was not opened (though when I called, the message said it was opened from 7:30am-1:30am Greenwich time and I could leave a message. I did not leave a message, I instead put in this complaint.

Desired Settlement: I would like to get a full refund of $200.00 on my credit card for services that I did not agree upon. They need to also cancel any "memebership" that I have with them.

Business Response: Initial Business Response /* (1000, 6, 2014/02/12) */ Contact Name and Title: ***** ******** Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Ms. ********, Thank you for contacting IHG Rewards Club regarding your account. We appreciate your feedback and apologize for any inconvenience you may have experienced from our Service Center. Your comments have been documented and shared with the management staff of the IHG Rewards Club Service Center. The information is also available to our corporate executives that make decisions pertaining to future enhancements of our program. After researching this information I see that you contacted our office on Thursday, February 6, 2014 to let us know of the charges and you did not approve to be enrolled. At this time you were told from the handling case manager, ********, she would call the Ambassador line tomorrow, Friday, February 7, 2014 when they were open. She canceled your membership and the $200.00 charge has been refunded to your credit card. Your credit card company can take up to 14 business days to process this refund. Once again, thank you for taking the time to contact us as we value your patronage. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again. Sincerely, ***** ******* Account Manager www.IHGRewardsClub.com United States & Canada Phone: X-XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 8, 2014/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1st, ******** did not say that she would call anyone on my behalf the next day. I was given a number to call in which led to a voice mail saying I could leave a message. I called back on Saturday the 7th. I was told that I would see a refund in 5-6 business days. It's been 6 business days and their is no sign of refund according to Capital One. I called Capital One on the 18th and we called IHG together. We were told that the refund did not start processing until the 12th?? In your response to this you wrote that it would take my credit card company 14 business days to process. This is incorrect. I was told that it takes 1-2 business days to process. Again, Capital One is not seeing anything on their end. I am not happy with this situation at all, you are holding on to money that does not belong to you. There is no way anything should take 14 business days for anything. Extremely disappointed that my refund was not processed immediately. Final Business Response /* (4000, 10, 2014/02/20) */ We have sent an additional response to Ms. ******** apologizing for the differences in time frames for the credit to post. I advised that the credit was processed on February 9, 2014 and it will show up on her next billing statement. I have referred her to her financial institution for further questions regarding this credit as posting times vary depending on the bank. Following email was sent. To:*******@aol.com From:**********@ihg.com IHG Rewards Club- Reference No. XXXXXXXX Dear Ms. ********, Thank you again for contacting us regarding your displeasure with the refund process of the Ambassador enrollment. I'm sorry this continues to be frustrating for you. Our previous correspondence was not meant to upset you, but rather provide an explaination. Please be advised our records indicate a refund was processed on February 9, 2014. I can confirm the credit will reflect on your next billing cycle. I'm sorry you have been provided different posting times and dates expected for this credit. As posting times differ depending on your financial intitution, I can only refer you to them for further inquiry on the credit processed. Thank you for your time and hope you continue to choose IHG. Sincerely, ***** ****** Account Manager www.IHGRewardsClub.com United States & Canada Phone: X-XXX-XXX-XXXX Final Consumer Response /* (2000, 12, 2014/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/24/2014 Problems with Product/Service
2/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Serious proofreading error by Best Price Guarantee representatives. IHG disclaims liability for proofreading error I had filed a claim for IHG's Best Price Guarantee due to the fact that I had found a lower rate for the same hotel on a third party website. The claim was denied based on the fact that the cancellation policies were different. This, however, is not my complaint. In the reply, the representative incorrectly stated the cancellation policy on the third party site allowed for cancellations until June 26 as opposed to June 28. Due to the fact that this was not what I was seeing, and because I've seen some cases where third-party travel websites have different cancellation policies for different regions (ie someone in the Philippines might be displayed a different cancellation policy than someone in the US for the same hotel) I spent a considerable amount of time on the phone with a Guest Relations rep having this information documented. I also replied to the original denial email with a screenshot showing the different cancellation policy. Since then, there have been several emails back and forth with the Best Price Guarantee department (which is located in the Philippines and regular Guest Relations is powerless to do anything with respect to them), and there have been nothing but excuses, and they have disclaimed liability for proofreading errors. In a legal environment, this would not be acceptable. Due to the fact that considerable time was spent dealing with this issue, I feel it is only fair the IHG provides 50% of the value of a 1-night rewards stay for the hotel in question, which amounts to 17,500 points. It should also be noted that their terms and conditions lack a clause disclaiming liability for errors on their part (e.g. E&OE).

Desired Settlement: 17,500 IHG Rewards Club Points, which equals to 50% of the number of points required for 1-night stay at the hotel claimed against.

Business Response: Initial Business Response /* (1000, 5, 2014/02/01) */ Contact Name and Title: ******* ****, Case Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: *****************@ihg.com From: +AMER HI-***** ********* (IHG) Sent: Saturday, February 01, 2014 10:50 AM To: '*********@gmail.com' Subject: Reference #XXXXXXXX - StayBridge Suites New York City, NY Dear Mr. **** ******, ***** ********* was contacted by the Better Business Bureau regarding recent correspondence with our Best Price Guarantee department addressing upcoming reservations with the StayBridge Suites New York City, NY. I regret this experience attempting to capitalize on our Best Price Guaratee programs has been so frustrating and time-consuming. After reviewing the contents of the case, and have determined the jurisdiction and ownership of this case lies within our Best Price Guarantee department with whom you have been corresponding. Unfortunately, the empowerment to resolve is not extended to Guest Relations and we are unable to evaluate or override their conclusions. My office is empowered to capture your experience and its impact upon you. We welcome feedback regarding our programs and promotions so we may continue to develop more appealing and productive methods to connect with our customers. Again, I am sorry we were unable to provide a resolution that satisfies your request. I hope this situation will not deter you from considering IHG hotels for your future travel needs. ******* **** Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Reference #XXXXXXXX

2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/12/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: IHG failed to credit my Rewards Club account 6,000 points for a redemption I made in October 2013. On October 8, 2013 I redeemed 60,000 IHG points for a 2-night stay at an IHG hotel in Kalispell, MT. My IHG Rewards Club Account Number is XXXXXXXXX. As an IHG Rewards Club Select Visa cardholder with Chase Bank, I am entitled to a 10% rebate on IHG Club Points Redemptions. However, to date, I have yet to receive this rebate. I have contacted IHG and Chase Bank numerous times to rectify this issue, and to have my account credited the 6,000 points to which I am entitled, but to no avail.

Desired Settlement: I am asking that my IHG Rewards Club account is credited the 6,000 points to which I am entitled. I am also requesting an additional 10,000 points to be credited to my account, in order to compensate me for the extreme hassle to which I have been subjected by IHG over the last several months. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/01/21) */ Contact Name and Title: ******* ****, Case Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: ************@ihg.com From: +IHG Rewards Club Service Center Sent: Tuesday, January 21, 2014 7:54 AM To: '*********@gmail.com' Subject: Reference #XXXXXXXX - IHG Rewards Club Chase Visa: Cardholder Benfit - 10% Rebate on Point Redemtions Dear Mr. ***** ****, My office was contacted by the Better Business Bureau regarding your concerns about your benefits by being an IHG Rewards Club Chase Visa cardholder. I apologize for any misunderstanding and resulting frustration and confusion associated with the 10% rebate on IHG Rewards Club point redemptions. I have located the transaction you referenced that occurred on October 8, 2013. A rewards night reservation was made for the Holiday Inn Express Kalispell, MT for arrival 30 June 2014, 2 nights, at 30,000 points per night. You are correct in your understanding of the benefit and I am confident the rebate will be awarded upon completion of the stay, validating the redemption. The points have been tentatively removed from your account in anticipation of the stay. This is to protect both the integrity of your account balance and to ensure the points will be available upon your arrival. Unfortunately, granting the rebate at this time would not be appropriate as the redemption still has the possibility to be reversed until after the stay. Again, we apologize for the inconvenience this has caused you. We value you as a Platinum member and are pleased you are able to capitalize on the benefits of our program. ******* **** Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Reference #XXXXXXXX Final Consumer Response /* (3000, 7, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm looking for the points to be applied now. Final Business Response /* (4000, 9, 2014/01/25) */ From: +IHG Rewards Club Service Center Sent: Saturday, January 25, 2014 9:25 AM To: '*********@gmail.com' Subject: Reference #XXXXXXXX - IHG Rewards Club Chase Visa: Cardholder Benfit - 10% Rebate on Point Redemtions Dear Mr. ***** ***** My office was contacted by the Better Business Bureau regarding your concerns about your benefits by being an IHG Rewards Club Chase Visa cardholder. I apologize for any misunderstanding and resulting frustration and confusion associated with the 10% rebate on IHG Rewards Club point redemptions. Per my previous correspondence, I advised the point redemption for the stay at the Holiday Inn Express Kalispell, MT for arrival 30 June 2014, 2 nights, for the amount of 60,000 points is a tentative withdrawal. Because the reservation can be cancelled and the points potentially refunded up to day after arrival, my office will follow IHG Rewards Club protocol and ensure your benefit is received once the transaction is final. This event will occur after the stay is complete. Again, we value you as an IHG Rewards Club Platinum member and it is not my intent to upset or frustrate you further. I trust you will continue to use IHG hotels for future travel needs despite the unfortunate conclusion to this inquiry. Sincerely, ******* **** Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Reference #XXXXXXXX

2/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Hotel musty and moldy. The environment made me sick and I had to check out after a couple of hours. I reserved a hotel stay for 2 nights checking in on 12-27-13 and checking out on 12-29-13. This hotel was not what was represented in the picture. The room was dirty. The elevator and hotel room had a strong musty odor. I was told that if I ran the air conditioning after a couple of hours the smell would get better. I did that along with spraying lysol.

Desired Settlement: $240.58

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ Contact Name and Title: ******* ****, Team Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: *****************@ihg.com Response to *****, copied to the Better Business Bureau. From: +AMER HI-***** ********* (IHG) Sent: Friday, January 10, 2014 8:01 AM To: '*******@HOTMAIL.COM' Subject: Reference #XXXXXXXX - Holiday Inn Express Atlanta, GA Dear Ms. ******, ***** ********* was contacted by the Better Business Bureau regarding charges you received as a result of a reservation for the Holiday Inn Express Atlanta, GA. I appreciate you taking the time to bring this matter to our attention and apologize for inconvenience this situation has caused you. I understand the impact the additional charges may have and I hope this situation is resolved quickly. Under the circumstances you described, our office would not have expected any charges from the hotel. However, your reservation indicates it was reserved through the third-party reservation office, Expedia.com. This would indicate the charges you received were not applied by the hotel, but by Expedia. Since the stay did not occur, it is presumed the hotel did not charge Expedia for stay. Unfortunately, this circumstance limits our empowerment to resolve in your favor. Therefore, we recommend contacting Expedia or you may consult your bank or credit card company directly. Our records do indicate a reimbursement check of $100.00 was requested on January 7, 2014. You will receive this check under separate cover within the next 10-14 business days. Once again, thank you for taking the time to contact us. We value you as our guest and hope you will continue to choose IHG for your future travel needs. ******* **** Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Reference #XXXXXXXX Final Consumer Response /* (3000, 7, 2014/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr. ****, Expedia will explain their policy to issue refunds from the hotel based on the approval of the hotels management. This is their way of confirming that there was a problem with the customers stay. Please check the hotels record to confirm or deny if payment was received. In this case payment was received. Expedia agreed to refund my payment based on confirmation from management at the Holiday Inn Express on Clairmont Rd in Atlanta, GA. Expedia contacted the hotels management as well as myself on several occassions. One woman manager whom I spoke with, unfortunately I can't find where I wrote her name, the Monday after my stay confirmed that approval would bee given to Expedia in order to receive my refund. I called back and spoke with Mike Gattone would not agree for Expedia to refund my money stating that he was told by the clerk that the room was used and that I refused a second room that was offered. Both responses were not the truth. His manager was there also and refused to speak with me about the matter. Their behavior and responses were malicious. Mike Gattone stated that his hotel dose not receive the full amount that I pay Expedia; this was irrelevant to my complaint. This was his explanation for why I couldn't even receive reimburse for the second day. I was only on the premises for a couple of hours and I am sure the security camera can prove this. I am seeking a full reimbursement. As a disabled Navy veteran I refuse to do business with a company that has bad business practices. I would appreciate any assistance in this matter.

2/4/2014 Billing/Collection Issues
2/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I was charged a different amount than I agreed to for an event at this facility and was not given any notification of a different final bill. I provided the event coordinator with authorization to bill my credit card $952.01 for the balance of my daughter's 16th birthday party. We agreed to a final total of 32 people. No one changed that amount, and that is the final documentation that was provided in regards to the event. When I received my credit card statement, I saw that I was charged $1226.76. I called the manager of the facility to dispute the charges. He and his event coordinator allege that "someone" called in on 10/18 to change the count from 32 to 40 people. This did not happen. The final # was to be 32, and no more than 32 people attended the event. At no point did they provide us with any final bill or documentation that would show a different total than the original 32 count and balance of $952.01. I feel that I was incorrectly charged for an additional 8 people, resulting in a fraudulent charge in the amount of $274.75. When I spoke with the manager of this establishment, he was unwilling to help me resolve the situation. He just kept repeating that he was sorry for my frustration and that he could not do anything to resolve the situation. I am extremely upset about this situation. As a business professional, I would expect more professional conduct by a facility. They made an error, and they should correct this.

Desired Settlement: In order to resolve this issue, I would like the business to refund the amount that was fraudulently charged to my credit card, which is a total of $274.75.

Business Response: Initial Business Response /* (1000, 15, 2014/01/17) */ Contact Name and Title: ******* ****, Case Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: *****************@ihg.com From: +AMER HI-***** ********* (IHG) Sent: Friday, January 17, 2014 7:33 AM To: '********@hotmail.com' Subject: Reference #XXXXXXXX - Former Crowne Plaza Baltimore, MD Dear Ms. **** ********, ***** ********* was contacted by the Better Business Bureau for assistance on your recent experience with the former Crowne Plaza Baltimore, MD. I regret complications arose with your daughter's important event that has left you with unexpected charges and a poor impression of this hotel. After reviewing our records, we show the hotel's relationship with IHG was terminated on 15 November, 2013. Unfortunately, this leaves my office in a position where we are unable to assist because we no longer have jurisdiction over the operation of the property. Again, I'm sorry for the complications you are experiencing with the management of this hotel. I hope this incident will not deter you from choosing IHG properties for your future travel needs. ******* **** Case Manager Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Reference #XXXXXXXX

2/3/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: We stayed in the Holiday Inn Express in Brookhaven, MS last weekend. Upon check in, my credit card was debited $109, in addition to the charge for the room. When I questioned the clerk regarding this, her response was "this is what we do". A few days later, this hold turned into a hard debit against my checking account. In addition to this arbitrary debit, the room charge is still being held out of my account a week later with no answer as to when this will be returned, even though the room has been paid for in full by another card. I contacted the hotel manager and was told that I would need to contact my bank as they had no record of this charge. When I called Holiday Inn Express customer service, they told me it was my problem because it is a bank issue at this point. I was advised (by a representative named ***** *** at Holiday Inn Express customer service) to file a fraud charge with my bank to dispute the charge. I have done this. My bank shows a charge made by this company, at this address, without my authorization. Also, I have a receipt for the payment that they were authorized to deduct.

Desired Settlement: DesiredSettlementID: Refund I would like to have this charge refunded, as this is a fraudulent, unauthorized charge to my account. I would also like the hold of the room charge, that was paid in full by another card on check out, to be lifted.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Contact Name and Title: ******* ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear BBB, On January 1, 2014 Ms. **** contacted IHG ***** ********* regarding the charges placed on her account by the Holiday Inn Express and Suites Brookhaven, MS. Upon bringing this to our attention we opened Case #XXXXXXXX and advised her that we apologized for the inconvenience caused by the situation and would have the management of the hotel review this and contact her within 48 hours to resolve. Ms. **** found this unacceptable as she had already spoken to hotel and was not satisfied with the response being provided. We understand her frustration and worked diligently to find an amicable solution to the issue. Case Managers from our office spoke with Ms. **** on January 1st, 2nd and 6th regarding her complained. Our apologies were extended to her for the frustration caused by this matter. It was explained to her that as the hotel had no record of said charges, we were unable to issue any type of compensation or restitution without proof of the charges. We asked that she provide us with a bank statement as verification of the charges at which point we could then discuss compensation. This information was communicated to her both verbally and via e-mail. We have yet to receive any documentation from Ms. **** to verify these charges. We have spoken with the management of the hotel in regards to this situation. They have advised us of the following: At the time of check in a Mastercard was provided by Ms. ****. This card was authorized for the amount of $177.62. On Dec 29, 2013 when the guest came to check out, her companion provided his Mastercard as final payment. His card was charged in the amount of $147.66. The authorization that had been initially placed on Ms. ***** card was released. The hotel did not apply any additional charges to her account. The issuing bank/credit card company governs the release of an authorization hold, and the release time varies according to each company's individual policies. Some banks recommend against the use of a debit card for travel purposes, as this practice is common within the travel industry. If you would like further information regarding your bank's individual policies, please contact them directly. Ms. **** has advised our office that she has initiated a dispute with her bank in regards to the charges on her account. As our research has determined nothing was charged to her card by the hotel, we have directed her to continue to work with her bank to have the matter researched and resolved. At this time we have exhausted all options available to assist her with the resolution of this matter. Sincerely, ******* ***** Case Manager IHG XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2014/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution. The company is not explaining why they charged me the extra amount without my authorization. They took a debit from my account fraudulently, and my bank reversed the charge. I have asked for a refund of the money my companion was charged for the room due to all of this I inconvenience, and this has not been addressed. Final Business Response /* (4000, 13, 2014/01/16) */ Contact Name and Title: ******* ****, Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Ms. ****/BBB, Again my apologize for the further frustration you are experiencing regarding charges you received from the Holiday Inn Express Brookhaven, MS. We have been notified the charges were a result of an authorization hold taken by the hotel to secure funding for your stay. I recognize your perspective in this matter. I understand you feel the charges were erroneously applied to the account without your authorization. Regrettably, as our research finds the hotel has adhered to normal billing practices and expectations, I am not honoring your request for a refund to Mr. **** ******** for the room. I regret we were unable to bring this matter to a conclusion that satisfies all parties involved. For further information regarding authorization holds and their impact when using a debit card, I recommend contacting your financial institution for clarification. Regards, ******* **** Case Manager Customer Care IHG

1/31/2014 Problems with Product/Service
1/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I stayed at the Holiday Inn Express from July 20 to August 16th 2013 in which case I was over charged for my stay. I should have been charged the military retiree (AARP) rate and I was not. I am a disabled veteran who was mistreated during my stay. I have been in contact with ***** the manager and ****** - one of the employees and they gave me conflicting stories about what was to be done about my situation. They refuse to provide me with a full refund for the discounted rate. Product_Or_Service: Hotel stay

Desired Settlement: DesiredSettlementID: Refund I would like to receive the total refund of 1,470 of 3,305 that I paid for my stay.

Business Response: Initial Business Response /* (1000, 15, 2014/01/09) */ Contact Name and Title: ******* *****, Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear BBB, On December 23, 2013, our ***** ********* office was contacted by Mr. *********'s daughter ******** concerning the charges from their stay at the Holiday Inn Express, Jacksonville, NC. The initial contact was a request for a copy of the receipt from the stay. Ms. ********* also informed our case manager that they felt they had been overcharged for the stay. She advised that they are used to paying $77 per night plus applicable taxes when they stay at this specific location using the government rate. Upon reviewing the reservation details, our case manager advised Ms. ********* that the rate they were given was the government rate at which time, Ms. ********* requested an email detailing the rate type, amount and total charges for their stay. She was advised that this request would be sent to the management of the hotel and they would be contacted within 48 hours with to discuss the resolution. On December 24, 2013, *****, the Assistant General Manager of the property spoke with Mr. *********. She advised him that the receipts he requested were being emailed to him. In regards to the rate he paid, she explained to him that he was given a government discount as the $77 per diem rate was not available. Mr. ********* requested a refund of the difference and inquired if he could be refunded via check. He was advised that should any refund be given it would be refunded to the credit card used to pay for the rooms. Upon further review of the charges, it was re-confirmed that the ***** did have the government rate for the dates of his stay. It was just not the per diem rate. As a gesture of good will the hotel did make an adjustment to his rate. This adjustment resulted in a refund of $569.52 for his room and $88.14 for the room occupied by his daughter ********. I have contacted the management of the hotel regarding the charges you received. After researching the matter, the hotel has advised me they have issued a total credit to your Visa account in the amount of $657.66. This credit represents a refund of of the adjustment they made to your account. The rate for your room was adjusted to $77 per night for 15 nights and $99 per night for the remaining nights of your stay. The rate for the room occupied by your daughter was adjusted to $77 per night. This was plus any applicable taxes. The refund was issued on December 24 and should appear on your next one to two billing statements. If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly. In his complaint to your office, Mr. ********* stated, that he should have been charged the military retiree (AARP) rate and he was not. IHG does not offer a military retiree rate. We offer a government rate for government employees traveling on official business travel only. This rate requires the employee to present their government id card or current travel orders at the time of check in and entitles the bearer to one room per id or travel order. The AARP rate is a separate rate offered to members of AARP with a valid id card or those over 62 with proof of age. The hotel went above and beyond by extending a government rate to Mr. ********* and his family in addition to issuing a refund upon receipt of their complaint about not receiving the per diem rate. Our office supports the actions made by the hotel. At this time we will not be issuing any further compensation as we feel the hotel has gone above what was asked of them by adjusting a rate. Sincerely, ******* ***** Case Manager IHG XXX-XXX-XXXX Reference# XXXXXXXX

1/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I used my IHG rewards in Wilkes Barre East, PA. The Genderal Manager called me a liar and had my account closed with my earned points taken away. I arrived in Wilkes Barre E. Holiday Inn and the bathroom had fieces in the toliet.complained to the staff, they said if they can get someone there to clean they will. I went out, came back and it was clean. The toliet was running, so I closed the bathroom door and the mirror shattered, my boyfriend grabbed me and he had a piece of glass stab him in the arm. I had glass in my foot. Managers moved our room, did not offer help to us. I spoke with General Manager *********** **** and he told me he would give me my nights stay back (40,000 points) AND an extra night 20,000 points. Now it is December and we are getting married. Looking at hotels and noticed that ******* did NOT give my points to me.I called him and he started laughing at me. I asked him why was he laughing and he said "you are a liar". I said I have pictures and I told you that I would NOT sue because you offered to give us an extra night and my nights back. He laughed again and said "try to sue, you won't get anywhere". I was outraged and contacted IHG, they placed my account on HOLD and told me that I cannot use the 40,000 that we did get back because there is an investigation going on. Today December 11th I was told by IHG that due to my incounter with ******** my rewards has been canceled! How can they cancel my points when HE was rude, called me names and WE were hurt. I am filing this claim and am going to have to take legal action if nothing is solved. I was insulted, disrespected, lied to and most of all physically scared and so was my fience'. The room was dirty, the mirror fell, we were hurt and how dare they cancel MY ACCOUNT and TAKE the points away because of him!! I have pictures, and I will tell everyone about how IHG took my points away and did not even beleive me.

Desired Settlement: My stay in California cost me $777 and they signed me up with IHG. The cost of the emergency room for my fience was $567. My stay in Wilkes Barre East PA cost me all of my rewards plus I now have scares on my foot and my fience's arm. I want to have either the cost of the stay in cash for three nights as *********** **** promised $157 per night or my rewards back up with the 60,000 placed back on the card for us to use for our honeymoon,

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ I reviewed our records and found an existing case for Ms. **********, number XXXXXXXX. This case has been referred over to the Holiday Inn Express Wilkes Barre East. Per our normal processes, we have asked the hotel management to contact Ms. **********. Regards, *** ******* ***** ********* MOD Final Consumer Response /* (4200, 15, 2014/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive any emails nor a phone call. My email address is ************@gmail.com and my number is XXX-XXX-XXXX. Final Business Response /* (4000, 17, 2014/01/04) */ M. Lawyer of our Executive Office attempted to contact Ms. ********** on 1.1.2014 at 908/XXX-XXXX . When he was unable to reach her at that line he sent her an email to the address listed previously and has not received a response. At this time, any other action is at the jurisdiction of the Executive Office for IHG. I have forwarded her message with the correct contact information for their handling. For further inquiries, Ms. ********** can reach our Executive Office at XXX-XXX-XXXX. ******* ****** is the current handling representative, however, anyone in that office can assist. Regards, ******* **** ***** ********* IHG

1/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: False information, treated disrespectfully, random male worker keyed into my room and just walked in, never fixed the broken refrigerator i called in I have stayed in several holiday Inns' and hotels with IHG. This is the worst experience i have ever had to endure. My biggest issue is with an employee named ******* and false information I was giving. I paid for 2 adults (me and my friend). He left on the morning Saturday 11 Jan 2014, and I left on Sunday 12 Jan 2013. Early in the morning around 3am or 4am of 12 Jan, I came back to the hotel with friend, and i was to check out few hours later. ******* (Holiday Inn employee) stopped me, and said my friend did not have a bracelet, and i was to pay $81. I was not willing to pay this amount because i was checking out in a few hours, and i already paid for 2 adults, one of which already left. ******** was extremely disrespectful to me and my friend. Then I escorted my friend out, came back and asked, when is visiting hours, bcos i was told there is a certain time i can have visitors. ******** said it doesn't matter i am not allowed to have visitors inside my room. I never asked about the room i just wanted to know when my friend would be able to come back and visit me. At this point i am upset, because ******** raised his voice and embarrassed me in front of other staff members as well as my friend. There is no reason why i pay $500+ and be treated that way. Also, i was told i could have guests within a certain time period, but ******** said i couldn't. If he lied to prove a point, that would be unacceptable. Secondly, a male staff member keyed into my room on the morning on the 12th and walked in, he heard me and stormed right out. I yelled and came out but he must have ran or walked really fast because he was gone. Also, I called in a broken fridge in my room the day i got there 6 Jan 2014, i was told someone will be up to look at it, no one came, and it was never fixed.

Desired Settlement: I want my money back!!! This is not any kind of hotel i would ever want to stay in, or thought i would be staying in. Everything is about finding ways to squeeze the last dollar out visitors. If i am the only one to complain about Jaoquinn, then its just me i guess. If there are multiple complaints, he needs to get fired.

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Contact Name and Title: ******* ****, Case Manager, Customer Care Contact Phone: 800/XXX-XXXX Contact Email: *****************@ihg.com From: +AMER HI-***** ********* (IHG) Sent: Friday, January 17, 2014 7:55 AM To: '*******@gmail.com' Subject: Reference #XXXXXXXX - Holiday Inn Puerto Vallarta, Jalisco, MEXICO Dear Ms. ***** *****, ***** ********* was contacted on your behalf by the Better Business Bureau regarding your experience with the Holiday Inn Puerto Vallarta, Jalisco, MEXICO. We greatly appreciate you taking the time to bring this matter to our attention and apologize for the treatment you received by the hotel's staff. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. I have forwarded your comments to the General Manager and ownership of this hotel, and I am confident they will take the necessary steps to continue to improve their services. In addition, in an effort to retain your patronage, I have requested a check be sent to you in the amount of $73.08, on their behalf. This check represents a refund of one night's room and tax for the affected night, January 12, 2014. You will receive it under separate cover within the next 10-14 business days. Once again, thank you for taking the time to contact us. We value you as our guest and hope you will continue to choose IHG for your future travel needs. ******* **** Case Manager Customer Care Phone: 800/XXX-XXXX Fax: 801/XXX-XXXX IHG P.O. Box 30321 Salt Lake City, UT 84130 http://www.ihg.com Reference #XXXXXXXX Final Consumer Response /* (2000, 7, 2014/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is not the outcome i wanted but it is acceptable. I am however worried that Holiday Inn Vallarta will not leave up to their end of it. I still have not received anything from them, so I am wary of closing the complaint. I'll reopen if i don't receive anything.

12/31/2013 Billing/Collection Issues
12/31/2013 Problems with Product/Service
12/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: stay at the crowne plaza hamilton canada nine visits and three visits at the holiday express hamilton canada and did not receivepoints as a cl lub mem club memeber and will no loner use IHG corporation and I work in the field

Desired Settlement: points put into IHG club immediately

Business Response: Initial Business Response /* (1000, 7, 2013/12/11) */ I am unable to access this case online (third one today). We have attempted numerous times to contact the guest to no avail in order to resolve this issue. We would like to speak directly with the guest and have asked that she call our office and speak with ******** ****** with our Executive Office. This is a copy of the email we sent her on November 16. We have yet to hear from her. Can you please enter this information into our online complaint form on your website on our behalf?

12/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was with a cancer support group called AABCA for the weekend of November 1 - 3. It was on a Saturday November 2 that our group had just finished with exercises around 11:30am. I realized that I did not have my purse with me and proceeded upstairs to my room. I looked in my purse and my $10.00 bill which is all I brought with me had been stolen. I also had two one dollar bills which they did not take. Also the beds looked like they were made quickly and the sheets did not look changed at all!! They took nothing from my roommate as my bed was closes to the door. I immediately told our director's sister that my money had been taken. She told me that they would reimburse me for the $10.00, and to wait to tell the hotel later as not to upset the other members. I told the director of our group on Sunday and she said that the hotel is not responsible for any loss or stolen items from the hotel. When I checked out on Sunday November 3, and waiting for the lady at the front desk to ask me how was my stay, she did not so I immediately told her that money was take out of my wallet on Saturday. She said "oh really because that has never happened here" I said well it did happen. I also had some gold earrings that was right here on the top that they did not even touch. They just proceeded deep down in my purse where my wallet was and took the $10.00 out of there. She said "well give me your name and telephone number and I will have management give you a call. I'm still waiting for that call. I even emailed where I thought was the hotel and they emailed back and said sorry for your misfortune and they were just a service for the hotels in general. I tried to find a direct telephone number to the hotel no luck, to find out why I haven't received my phone call from management, which would tell that they don't want to be contacted. I emailed the director of the group today that I was with and she told me that there not even obligated to reimburse for the $10.00. But management should of contacted me by now! Product_Or_Service: hotel stay

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need a phone call from the Holiday Inn Hotel & Suites manager like they promised, that they did receive my complaint about my $10.00 being taken from my purse in their hotel. That they acknowledge it and not just dismiss it like it never happened!!

Business Response: Initial Business Response /* (1000, 12, 2013/12/11) */ Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@ihg.com Outgoing E-mail to Workflow Status: Handled by an agent Subject: Reference No. *********** (Better Business Bureau Case XXXXXXXX) Contact: Agent: ******* From: *****************@ihg.com To: *************@aol.com Cc: Bcc: Sent on: Dear Ms. ******, Thank you for contacting the Better Business Bureau regarding your stay at one of our hotels. We appreciate you taking the time to bring this matter to our attention, and apologize for any inconvenience you may have experienced. I was very sorry to hear that money was missing from your purse and certainly understand your dissappointment with management not contacting you. We have documented your comments under reference number XXXXXXXX and are investigating the situation. However, before we can continue, we need you to reply to this message and provide us with the following information: - Which IHG location you are referencing (city, state and address) - The name the reservation was under as well as confirmation number, if possible. Once again, we appreciate your taking the time to contact us. We value you as our guest and look forward to hearing from you and being of further assistance. Sincerely, ​****** ****** Team Manager Customer Care IHG P.O. Box 30321, Salt Lake City, UT 84130, USA Tel: XXX-XXX-XXXX Fax: ************ *****************@ihg.com

12/27/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was put on hold for excessive periods of time. I WAS ASKED IF I HAD A BRAIN and even called a racial slur. I made CORPORATE aware of this and was told I would recieve XXXXX points and it would allow me up to two nights stay. I CALLED TWO WEEKS LATER TO MAKE THE RESERVATION AND I WAS TREATED AS IF I WAS LYING and no record of anything ever happening.Redicioulous I stay at Holiday Inn several times a year and this is horrible.Thry tild me again they will look into it..Which is a ploy to get me off the phone after several hours!!!

Desired Settlement: DesiredSettlementID: Replacement I want what I was promised I want the points I was promised

Business Response: Initial Business Response /* (1000, 12, 2013/12/11) */ Dear Ms. ******, Thank you for contacting the Better Business Bureau regarding your experience with calling our 1-800 number to make reservations. We are always grateful when customers such as yourself take the time to give us feedback regarding our service. I was very sorry to hear that in your case our service fell short of your expectations. I realize it must be very frustrating to call in order to make reservations and be placed on hold multiple times. While I certainly regret your experience, we have no record of anyone offering to issue you compensation for your experience, nor is the type of experience you described something that we would normally issue compensation for. Please accept our sincere apologies for this incident and the subsequent misinformation you may have received. Once again, thank you for taking the time to contact both our office and the Better Business Bureau. We will certainly use your valuable feedback to make necessary improvements to our service. We hope this incident will not deter you from choosing IHG for your future travel plans. Sincerely, ****** Gustin Team Manager Customer Care IHG P.O. Box 30321, Salt Lake City, UT XXXXX, USA Tel: XXX-XXX-XXXX Fax: 801-975-1846 *****************@ihg.com

12/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to issue refund after complaint with Better Business Bureau was filed I recently had reservations at a Holiday Inn Express in College Park-Atlanta,GA.I requested a refund for the canceled reservations.I then filed a complaint with the BBB Complaint ID number XXXXXXXX against Intercontinental Hotels Group.I was contacted by the General Manager ****** ******* on November 1, 2013,stating I would be issued a refund to the credit card which the reservations were made with.Due to fraud on my credit card, it was canceled the same day as the refund was issued and I was issued a new one.My USAA credit card was still linked to my checking account that is still active.I have contacted the General Manager on many different occassion regarding the refund and there has been no response.

Desired Settlement: I am requesting a refund in the amount of $90.00

Business Response: Initial Business Response /* (1000, 6, 2013/12/10) */ Contact Name and Title: ***** ****** ***** ********* Case Manager Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ihg.com Dear Ms. ******, Thank you for your most recent contact to ***** *********. I appreciate the opportunity to be of further assistance. I regret this continues to be resolved for you. I have documented your additional comments for the General Manager and owner of the hotel to review. While we certainly regret any inconvenience, the hotel is in the best position to discuss and resolve your concerns. We are committed to guest satisfaction and I am confident the hotel will be in contact with you directly. Once again, we appreciate your taking the time to contact us. We value you as our guest and appreciate your patience. You should hear from the hotel in the next 48 hours. If for some reason you do not please call our office at XXX-XXX-XXXX and refer to this reference number of XXXXXXXX. Regards, ***** ******* ***** ********* Case Manager Reference# XXXXXXXX XXX-XXX-XXXX

12/24/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Best Price Guarantee Promise Dishonoured Dear Sir/Madam, I am writing to you regarding three of my recent Best Price Guarantee claims. Case Number: XXXXXXXX XXXXXXXX XXXXXXXX All of these claims were valid, but the hotels have not adjusted the rates. Best Price Guarantee department has confirmed that the hotels would not adjust the rate and they would send me the reimbursement after my stays. According to the Terms&Conditions, a free night will be awarded for every valid claim. The Terms&Conditions do not state that the guests need to pay first and BPG team will reimburse the amount of money. Moreover, this reimbursement would sometimes take more than 2 months to process. It then could take another 2 month for my local bank to process the payment. Also, the amount of these three claims are over USD5000. If this is acceptable, is it possible next time I stayed in an IHG hotel and ask the hotel to let me stay free first and pay two months later? If the hotel is unable to adjust the rate, then the BPG department should send check to the hotel to honour its promise instead of asking the guest to pay. Many of other hotel chains, such as Starwood,Hyatt,Marriott and Hilton, have the ability to adjust the rate without hotels' permission. Why IHG could not do the same? If IHG does not have the ability, IHG should never have this best price guarantee program. As an IHG platinum ambassador member, I am extremely disappointed with this level of service. I would be grateful, if you could personally contact the hotel and adjust the rates for me. Yours sincerely, ** ** ****

Desired Settlement: Contact the hotel and provide me with complimentary night.

Business Response: Initial Business Response /* (1000, 7, 2013/12/06) */ Contact Name and Title: ******** ******* Customer Care Executive Office Contact Phone: XXX-XXX-XXXX Contact Email: *****@ihg.com ________________________________________ From: +AMER HI-***** ********* (IHG) Sent: Friday, December 06, 2013 2:25 PM To: '**********@hotmail.com' Subject: Best Price Guarantee: Crowne Plaza Chongqing Riverside - Reference No. XXXXXXXX Hello Mr. ****, I am following up with the contact you made to the Better Business Bureau regarding your Best Price Guarantee claims for the Crowne Plaza Chongqing Riverside, Intercontinental Los Angeles Century City and the Intercontinental Shanghai Expo. I want to first apologize for the delayed response. I have had a chance to fully review the mentioned Best Price Guarantee claims and that the hotels have been unable to adjust your reservations to reflect the free night. I understand the inconvenience of having to be reimbursed by IHG after the stay. Unfortunately, we do have limitations to the process. I do see that your stays at the Intercontinental Los Angeles Century City and the Intercontinental Shanghai Expo were cancelled. I'm sorry to see you were not able to stay; however, this does mean the free nights have been forfeited. However, we do want to follow through on providing a free night, per the guarantee, for your upcoming stay at the Crowne Plaza Chongqing Riverside on December 9th. I am happy to follow through on the refund to ensure it is done in a timely manner. Once again, Mr. ****, I'm sorry we have fallen short in this area. We hope you will continue to choose IHG for your travel needs. Best Regards, ******** ****** Case Manager Guest Relations IHG Reference No. XXXXXXXX United States and Canada Phone: ************ Fax: ************ Email: *****************@ihg.com www.ihg.com

12/13/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I called to donate 15,000 points to storm victims in Philippines on Sunday Nov 17, 2013. The IHG Corp did not provide receipt to me. I called to donate 15,000 points to storm victims in Philippines on Sunday Nov 17, 2013. The IHG Corp did not provide receipt to me. I called IHG corp to make sure my donated points go to the victims on Tuesday 19, 2013. IHG rep. told me to wait 24hours to have a "receipt". it did not happen. I called IHG on Nov 21, 2013 the rep. name *** in Philippines told me that I have to request for the receipt also her manager Isaa told me I have to request a receipt what I donated to the victims. It sound like run around to me. I ask to refund my points so I can donate the Redcross but they refuse it.

Desired Settlement: I want my points back to give to another organization to help victims.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ Contact Name and Title: ***** ******* Team Manager, Customer Care Contact Phone: XXX-XXX-XXXX Contact Email: ************@ihg.com To Whom it May concern, Please be informed we have received Mr. ******'s request to be provided a receipt for his donation to IHG Shelter in the Storm. With regards to his request for a receipt, please be advised there is not an actual receipt that can be provided. The reason for this is the points donated do not have an actual dollar amount value. Additionally, our members are advised that the donation of points is not tax deductible. We have sent an email confirmation to Mr. ****** on November 21, 2013, confirming he donated 15,000 points to the IHG Shelter in a Storm on November 17, 2013. this information should confirm the redemption he has made. Sincerely, ***** ****** Team Manager, Customer Care IHG P.O. Box 30321, Salt Lake City, UT XXXXX, USA Tel: (XXX)XXX-XXXX Fax: ************ ************@ihg.com

12/9/2013 Problems with Product/Service
12/9/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: My IHG number is XXXXXXXXX. I made purchases from their shopping web site and they have not credited the points. Since June. Wrote 5 times, nothing. They promise hotel points for purchases made on their (former) shopping site. June & July 2013, 4 purchases they have not credited my points. Customer service says they're looking into it every time I contact them. I've written them at least 5 times regarding this issue. No help at all. Told to wait. It's been 5 months now.

Desired Settlement: I am seeking the IHG hotel award points that were promised to me when I utilized their shopping web site. They should credit me 460 IHG points. Huge hassle and I won't patronize this brand of hotel now because of their bait and switch offers.

Business Response: Initial Business Response /* (1000, 13, 2013/12/06) */ Sent the following email to the ***** to resolve the issue. Outgoing E-mail to **** ******** Workflow Status: Handled by an agent Subject: Reference No. XXXXXXXX. Priority Club Shopping Discrepancy Contact: **** ******** Agent: gustinj From: ************@ihg.com To: *********@sbcglobal.net Cc: Bcc: Sent on: Dear Ms. ********, Thank you for contacting the Better Business Bureau regarding your points discrepancy which you attempted to resolve with our service center. I regret that we did not handle this in a quicker and more efficient manner, and that you have yet to receive your points. This is definitely not the kind of service we want you to come to expect from IHG Rewards Club. As way of apology, I have awarded 5722 IHG Reward Club points to your account. This represents the 722 points you would have earned had we been able to properly credit your shopping activity, as well as an additional 5000 points for the inconvenience and service failure. Once again, Ms. ********, thank you for bringing this matter to our attention. We truly value your patronage and hope you will choose IHG for your future travel plans. Sincerely, ​****** ****** P.O. Box 30321, Salt Lake City, UT 84130, USA Tel: XXX-XXX-XXXX Final Consumer Response /* (2000, 15, 2013/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/6/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: IHG Rewards Credit Card offer website mispresents the Free Nights Offer stating 1 night annual not that the night reward is issued at anniversary. Applied for Credit Card teh week of 11/4

Desired Settlement: I would like my Free Night reward.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@ihg.com Ms. ****** has contacted our IHG Rewards center, and lodged her complaint regarding the annual award night offering after first year of membership. An apology was given for any misunderstanding, however our position remains the same.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I recently went on a trip to Atlanta.Ga from Denver,Co. When I arrived in Atlanta,Ga I was trying to decide on a place to make hotel reservations.I usually go through a traveling website to make reservations because they offer better rates.I reserved a hotel room at the Holiday Inn Express by the Atlanta airport on the Orbitz.com website.Within the same hour of making the reservation, I cancelled based on the location of the hotel.I am not familiar with Atlanta and I was not comfortable staying in such a bad area.I called the hotel first to cancel reservation and see how I could request a refund.The employee told me that because I reserved it on Orbitz website they could not give me a refund but only cancel the reservations.I then contacted Orbitz, only to be told that an agent was not available because it was after business hours.I then went on the Orbitz website to make sure my reservations were canceled.At the time of booking the reservation, I did not see any policies regarding cancelation.It was not until after I canceled the website listed that I could not receive a refund.On the 26th Of October,I spoke with an agent from Orbitz regarding a refund.The agent said that they would contact the hotel directly and request a refund.The hotel manager was not available and asked that we called back on the 27th of October.When I called Orbitz to contact the hotel the manager, she declined a refund stating that the cancellation was not made before a 24 hour period.I have stayed in many hotels and usually if a customer has an issue with the hotel or services,they are granted a refund.I refuse to stay in a hotel that I am not comfortable staying in.I did not have transportation so where ever i stayed I would have to be comfortable until I could make it to get a rental car the next day.I have canceled hotel reservations many times after making them and have never been charged.I have filed a complaint against Orbitz and also Holiday Inn Express .I feel that this situation could of have been handled better by the company and resolved before filing this complaint. Product_Or_Service: Hotel Reservations

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am requesting a refund from Holiday Inn Express-College Park Atlanta,Ga in the amount of $90.00

Business Response: Initial Business Response /* (1000, 10, 2013/11/04) */ Thank you for contacting us regarding the guest's concerns. Our internal records show that Ms. ****** initially contacted us on October 29, 2013 regarding this issue. The internal case number assigned to this issue is XXXXXXXX. As a matter of record, all bookings made through a third party website such as Orbitz are subject to that website's booking rules and restrictions. As Ms. ****** made her reservation on such a website, she indeed was subject to the cancellation policy as outlined by Orbitz. In the future, we encourage and look forward to her booking with us directly to possibly avoid such issues. We are also showing that the General Manager of the property has resolved this issue as of November 2, 2013 by sending the Ms. ****** an email informing her of the refund she will be receiving as a gesture of goodwill. We sincerely hope that the actions taken by the property have satisfactorily brought this issue to a close. Warm Regards, *****

11/15/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: ICG is charging me twice for one stay and refuses to credit either my debit card $140.00 or my points balance 40,000 points. I reserved a room at the Holiday Inn located in Albany, NY. I made my reservation on-line through InterContinental Hotels Group (ICG) website and used cash and points to reserve two rooms for one evening. I made the purchase with my debit card. On the date of my arrival, September 6, 2013, I contacted the Holiday Inn directly and spoke with their front desk about altering my reservation from cash and points to using points only to reserve the room. At that time the hotel told me that change was possible and assured me that the $140.00 would be credited to my debit card. I have been in contact with ****** ******* at the Holiday Inn in Albany, NY because they had placed a hold on my debit card for $57.00 for incidental charges. I also noticed that the $140.00 had not been credited to by bank account and that my points balance had been credited 20,000 points and also reduced my 40,000 points for the same two room transaction. The $57.00 charges were finally credited to my account on September 20, 2013. I contacted ****** ******* at the Holiday Inn in Albany, NY regarding the credit of $140.00, and my points balance. I was informed that I had to contact ICG directly because the hotel had no control over that refund. I have been in contact with ICG since October 1, 2013 and they refuse to credit either the $140.00 or the 40,000 points to my account balance. I have spoken with them over the phone and I have been in email contact with the following people: ***** ****** Case Manager; ***** ****** Case Manager; ***** ****** Case Manager and ******* ******* Case Manager. They are in essence "double-dipping" and charging me twice for my one night stay.

Desired Settlement: I would like $140.00 credited to my bank account or in the alternative 40,000 points credited to my ICGH account.

Business Response: Initial Business Response /* (1000, 8, 2013/10/30) */ Hello Ms. ******* Please be advised that we have responded to the guest via email after multiple attempts to contact her personally to further explain to her that she has not been overcharged. I have copied the email into the case. We consider the matter closed. Thanks, ****** ****** Team Manager Customer Care IHG P.O. Box 30321, Salt Lake City, UT 84130, USA Tel: XXX-XXX-XXXX Fax: 801-975-1846 *****@ihg.com

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: IHG Falsely advertising how many points travel flights will cost you. THey are WAY off of the "real" cost When we were talked into opening a Priority Rewards Card which is now IHG rewards we were told just like the website says that you can fly ANYWHERE for 10,000 points for every 2,000 miles traveled. so we saved up our points and are ready to use our points for a trip and it is far from 10,000 points per 2,000 miles traveled AS ADVERTISED. For me to go from PHL to MCO it was 250,000 points PER PERSON to use for air travel. I will be dead by the time I have 250,000 points. I want to know 1. where can I fly for 20,000 points as ADVERTISED? around the corner? 2. How can you tell people that you can travel for X amount of points and then charge XXXXXXXXX amount of points? This is false advertisement, it gets consumers to sign up for programs that aren't really what they are craced up to be. I can not get ANYONE on the phone that can answer my questions. THey have no clue. THis has been the most disappointing program I have EVER signed up for.

Desired Settlement: I want to be able to use 10,000 points for every 2,000 miles travelled just like we were believed we were saving for!

Business Response: Initial Business Response /* (1000, 11, 2013/10/24) */ Dear Ms. ******* Thank you for contacting our office regarding Ms. ****** ******* on the above BBB compliant. I located a IHG case for this guest under reference no. XXXXXXXX. I had one of my Case Managers contact Ms. ******* and she is satisfied with this resolution. They were able to address her needs and answer any questions she had regarding her points and our Flights Anywhere program. We consider this case closed in our office and no further action will be taken. Sincerely, Manager on Duty Customer Care

10/31/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I went to this hotel on a business trip. My company paid for a weeklong stay at this hotel with a company credit card. When we checked in, the front desk clerk told me she needed a credit card for incidental charges. I asked why and she said it was company policy. The only card I had with me was my personal debit card. After checking out, I went home and checked my bank account and the hotel had charged my debit card $566.45. I called the hotel and they said that they would reverse the charge. I checked my account 2 days later and there was still no credit to my account. I called the hotel back and the lady at the front desk said that their general manager would have to approve this reversal. I asked to speak to the general manager and she said that he had a death in his family and did not know when he would be back. I called back today and asked to speak to the general manager. The same desk clerk hung up on me. I called her back and asked to speak to the general manager again and she connected me to his voicemail. I have contacted the corporate office and they said that the individual hotel would call me back in 48 hours and they have not. Product_Or_Service: Hotel Stay

Desired Settlement: DesiredSettlementID: Refund The 566.45 credited back to my account

Business Response: Initial Business Response /* (1000, 10, 2013/10/15) */ I reviewed our records and found an existing case for Ms. ********, number XXXXXXXX. This case is considered closed in our office, and no further action will be taken. Ms. ******** originally contacted our office on October 7, 2013 to advise of the authorization hold on her debit card. Her case was forwarded to the hotel for review and response as the hotel is in the best position to assist with any billing matter. We ask that they contact the guest within 48 hours to resolve. Ms. ******** called again on October 9, 2013 to advise that she still was not seeing the authorization hold being released in her back account. At that time, our office called the hotel and spoke with ******, who advised the hold of $566.45 was released earlier on that day. When an authorization hold is released by the hotel, it can take approximately 7-10 business days to show on the guest's account. This is determined by her bank, not the hotel as they released it on that day. If Ms. ******** has additional questions as to when this will show in her account, she needs to contact her bank. Regards, *** *******

10/30/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/17/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I stayed at a holiday inn express where I was suppose to be charged 686.93 for a 10 day stay, and was charged 727.92 for 8 days, plus 272.92. My name is ******* ******, I recently stayed in the Holiday Inn Express at 3431 Cinema Point in Colorado Springs, CO. I stayed in this hotel due to the fact that my family is military and were moving to the area, and the base hotel was full. The base hotel and the Holiday Inn Express agreed on an "extremely discounted rate" that we were told over the phone. Upon check in we signed normal paperwork and went up into our room. After checking our bank account once we got into to the room, we realized our card was charged for $686.93. We went back down to front desk who assure me the amount of 686.93 was the pre authorized amount and it was for the total 10 days we were reserved to stay. We were told that the rate agreed upon by the base hotel and them equal that amount. Two days later we went back to the front desk, to see if the money would be refunded if we checked out early. I was shown the amount on the computer, and again was ensured that 689.93 was the amount for the 10 days we had reserved. We were told the money would be refunded for whatever days we were not in the hotel. With the estimate I got, if I checkout on the 7 night, we would owe 482.95. The next day the pre authorized payment was returned back to my account. Again we went back to the front desk to verify. We were told yes the money was from Holiday Inn Express, but nothing has changed on the account. On the 7 night of our stay we were sure that we were checking out early and wanted the final bill for the 8 night we were staying. We were told by the male front desk clerk, that it was 727.92. We inform him that that was not correct, and he told us that he was correct, and that is what we would have to pay, and their is nothing he can do. When we first checked in he told us not to pay attention to the government rate because it was lower than that, but then his story changed as soon as he realized we have been keeping up with all the charges going on with our account. We waited for the shift change to talk to ******* She look in the system for us, and informed us that she had no idea why our bill was so much higher that when we checked in. She told us she would call her manager to hopefully fix the change. The next morning when we were packing to check out, I looked at my b