Complaints

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

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  InterContinental Hotels Group

  3 Ravinia Dr Ste 100 Atlanta, GA 30346-2121

• 

  InterContinental Hotels Group

  1351 Dogwood Dr SW Conyers, GA 30012-5127

• 

  InterContinental Hotels Group

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

• 

  InterContinental Hotels Group

  6288 Old Dixie Hwy Jonesboro, GA 30236

• 

  InterContinental Hotels Group

  130 Clairmont Road Decatur, GA 30030

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I stayed at the *** Bora Bora Thalasso Spa as part of our honeymoon from June 2 to June 7, 2025. We spent over $3,200 USD directly at the property on food, beverages, and spa services all charges clearly shown on the attached folio, which I had to supply myself after both *** and the property failed to retrieve it.**** stated policy offers points for money spent on-property outside of third-party bookings. Despite multiple assurances from *** agents including a senior case manager who promised resolution within 48 hours the issue has gone unresolved for well over a month.Worse, I was told that we would receive a 30% refund on spa charges due to the spa being closed during our visit (something we werent informed of until after our services). That refund still has not been processed.Since June, I have sent 22 emails, made phone calls (some of which were hung up on), and spoken with multiple representatives who each promised follow-up that never came. The communication trail is appalling and shows a blatant disregard for the customer. I was even told by one agent that the case was "resolved" when it clearly was not.I am filing this BBB complaint because *** has shown no willingness to resolve this through internal channels. I am seeking full reward points for the $3,288.68 in on-property spend, the 30% refund promised for the spa, and formal acknowledgment of the mishandling and poor treatment throughout this process.***'s lack of ownership, miscommunication, and utter indifference turned what should have been the highlight of our honeymoon into a weeks-long headache. This is no longer about points its about principle.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the hotel from May 8th to May 12th. I prepaid the hotel in full through AAdvantage ($904.02; reference code *********) on Jan 26th. However, the hotel charged another $445.06 (i.e., double charged). After I found out the hotel double-charged me, I contacted AAdvantage, and the concierge from AAdvantage contacted the hotel and told me on June 10th that the hotel confirmed that the second charge ($445.06) was a mistake. I also called the hotel on June 18th, and the hotel confirmed that I will receive a refund. Yet, I still did not receive any refund.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While checking my points balance on 7/10/25, I discovered that over ******* reward points had been taken out of my account without notice or explanation. I have been a customer of *** for over a decade. My points never expired even through lapses in staying there over a year because of the nature of the consulting business. I was given the explanation that if you don't stay with them in 12 months ALL of your points get forfeited. I was not advised of this change, nor was I advised that they notified me that my points were about to expire. I have multiple touch points with IHG. Their website, their app and they have my phone number and home address. I'm sure they buried it in the fine print of one of the myriad credit card offers they send me through email because it benefits them to let points expire. I made a significant investment to stay with them with the understanding that my points didn't expire.

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Regarding Misconduct and *** ************** Dear *********** Holiday Inn ****************** team!I am writing to express grave concerns regarding my recent stay from Ju** 3rd to Ju** 5th. Prior to arrival, I was assured multiple times that adequate accommodations would be made for my husband's disabilities, as he uses a wheelchair. However, upon check-in, not on** were these needs blatant** disregarded, but the behavior of your staff was unacceptable. The front desk attendant dismissive** stated I was 'lucky to have a room' and downplayed the importance of our needs to the manager, citing on** the wheelchair. I was given a room that did not match the ***-compliant features promised, contrary to the larger, more accessible rooms depicted on your website and on ***********. Both your hotel and *********** have misrepresented the accommodations, and when I sought resolution, I was unjust** charged after checking out. This conduct not on** violates *** standards but also reflects deceptive business practices.I demand an immediate investigation and a full refund for the nights charged. I also request a written apology and assurance that corrective measures will be taken to prevent such incidents after this matter brought before you.We were very transparent as to what the needs were before we arrived. *********** made a false Statements and has inconcurrent Leading false advertisements in terms of what the pictures for a certain suit. This is actual** the second time this has happened. With booking accommodations. There is on** a 2 and a 1/2 foot space between the end of the bed.And the end of the dresser making it impossible for my husband to make a 360 or 180. Spent first two days o ** on the bed. Staff had the audacity to ask more money of me in order to accommodate him the next morning. I was on** charged the deposit and once I left on the 7th of Ju** the next day a ****** charge appeared. I have called the city and ***********

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7-7-25 we booked 2 rooms , 104 & 106 for ****** ****************** *******. Both rooms were unsanitary with loose hair throughout the bathrooms and room 104 had a ripped chair with stuffing coming out. ********* filed and requested full refund of $733.10. No satisfaction from corporate. They wanted to give us points to stay in the future. The ********* location was just an apology and promise to train their employees with a request we stay again. We have no interest in going back there in the future and are requesting a full refund. We did take pictures that we shared with the hotel. ****. Had no interest in seeing them. The night manager just grinned when it was reported and told them he wasn't interested in seeing he conditions of the rooms. They were there to settle a family death and close an estate and did not need to sleep in a dirty room.

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Hotel Owner / Brand manager,I am filing this complaint regarding a failed day-use reservation at the ***************************************** in ***********, an IHG property, on July 5, 2025.I booked a day rate room through IHG central reservations, with a confirmed check-in time of 10:30 AM. I arrived at the hotel precisely at 10:30 AM, only to be told that the room was not ready and would not be available until 12:15 PM nearly two hours later.This completely defeated the purpose of booking a day-use room. Day rates are time-sensitive by nature, and the delay significantly cut into the value of my reservation. I was offered an additional hour later in the day, but that did not resolve the issue, as my schedule did not allow me to extend my stay. I ultimately checked out two hours later, having been denied the full use of what I paid for. ( only used 1 hour and 45 minutes). The hotel front desk manager claimed this was due to a booking error by the *** reservations agent, who apparently should have routed me through **********. This is not my fault it is an internal IHG error, and I should not bear the cost of it.I have visited this property over 20 times this year alone, and this experience was both disappointing and unacceptable. I expect a full refund of the day-use rate I was charged, as the service was not delivered as confirmed.I hope *** will resolve this promptly and maintain the trust Ive built as a loyal guest.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23rd I arrived at the *** hotel after a long day of travel. I am writing to address several issues I encountered during my recent stay at your establishment. Unfortunately, these issues impacted my experience, and I have yet to receive an acknowledgment or resolution.1. **Room Availability**: After a long day of travel, I found that my room was not ready until 9:45 PM, despite your policy stating that check-in begins at 4 PM.2. **Heating and Air Conditioning**: During my stay, the staff increased the heat in my room, which caused the air conditioning to stop working. This made for an uncomfortable environment.3. **Iron Availability**: I needed to press my clothes for an important meeting, but there was no iron available in my room. I had to borrow an iron from a coworker, which was inconvenient since guests are not allowed to access floors where they are not staying.Throughout these issues, I would have appreciated a simple apology during my stay. However, several weeks have passed, and I am still awaiting a response regarding this situation.I am requesting compensation for the inconvenience, specifically the equivalent of one night's stay and a meal in points, along with a written apology.Thank you for your attention to this matter. I look forward to hearing the response.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made reservations (confirmation *******) for Dothan, AL Holiday Inn for June 27, 2025. Entering I immediately use the bathroom, as we drove a while. I pulled the sheets back to check for bed bugs and started looking around. After further inspection, I was applauded how filthy the room was. There were coffee stains, drink rings on night stand, dirt on counter and dirty hand prints in shower. I took pictures to verify my claims. We were not there for more than ***** minutes before talking with the clerk. She stated the hotel was full so we could not move rooms. I went back upstairs, got my luggage and left. The clerk stated the hotel manager, would call me the next day about possible refund. Below is a timeline of trying to contact the manager for resolution, which I still have not received, even a call back. Included new hotel receipt June 28 12:41 Holiday Inn Dothan, AL ************ - left message June 30 3:42 Holiday Inn Dothan, AL ************ - no answer June 30 3:43 Holiday Inn Corporate ************** - spoke with representatives with no resolution. Told accounting must be handled directly with ******. They would contact them. Ref #***********. Expect 24 hours for response. July 1 1:43 Holiday Inn Dothan, ** ****************************************** Told she would forward to general manger, ******* *****. She was not correct contact July 2 11:54 Holiday Inn Dothan, AL ************ - left message July 2 12:03 Holiday Inn Dothan, ** ****************************************** Followed up with email that Ive received no response. July 2 12:04 Holiday Inn Corporate ************** - Followed up concerning ref# ***********. Was told their notes stated manager called and resolved. This was incorrect that he never called. I will submit phone bill to verify claim. They tried to call but was told he was out. Still stated they cannot refund the money so no resolution July 7 9:32 Holiday Inn Dothan, AL ************ - no answer July 7 9:33 Ram Hotels (owner) ************ - left message

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding **** policy of expiring customer reward or loyalty points after a set period of time. I believe this practice is unfair and misleading to ************ a customer, I earned those points through legitimate purchases, under the impression that they held redeemable value. However, *** removed those points from my account due to an inactivity or expiration policy that was not adequately communicated or justified. These points were earned in good faith and should not be arbitrarily taken away.Reward points are part of a value exchange between the business and the customer. By expiring them, *** effectively rescinds a promised benefit, penalizing loyal customersparticularly those who may have experienced life circumstances or financial hardship that caused a temporary lapse in activity.This type of policy undermines customer trust and violates the spirit of consumer fairness. Many businesses have shifted away from such practices in favor of customer retention and goodwill. I believe *** should do the same.Desired Resolution:I am requesting that *** reinstate the expired points to my account and reconsider or revise its expiration policy for loyalty points. At the very least, customers should be given advance notice and an opportunity to retain their rewards through accessible means.I hope this matter will be resolved promptly and fairly.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Holiday Inn **************** *******-Southwest Date of Stay: July 2, 2025 Guest Name: *** ****** I stayed at the hotel on July 2nd and left on July 3rd. There was serious issues with cleanliness in the room, the was hair in several areas of the hotel, several hairs were found on the hallway mirror, table, in the bathroom under the sink and stains at the bottom of the bed frame. I emailed their head office same day as my departure and I was told that their hotel manager would get back to me in ***** hours but no one ever did. I want a full refund of my stay and compensation for ruining my night.