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:06/16/2025

  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.

  My flight was delayed and caused me to get to my final destination later than expected. I called the hotel and the *** guest relations center to make them aware of my situation. I was assured that I would not be charged any additional fees due to the delayed flight. However, when I arrived, I was told that it would be almost $45 more than what I was expecting to pay. I would have not minded paying for the extra night. But it was the additional accommodation fee that I was charged.

• Initial Complaint

  Date:06/16/2025

  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.

  My family was going to spend several nights at **************, so I searched online for hotels there. One came up for Holiday Inn where I'm a member, and we've stayed at Holiday inn before at this town. So I made a reservation for 3 nights at $165 a night. They sent me my reservation number and when they did I noticed it was for a different Holiday Inn at a different town. I immediately called *** to change my reservation and found out that evidently the hotel at ***** isn't under their umbrella. So they couldn't change my reservation and were going to charge me a down payment of 1 nights price even though I called immediately. So I guess in their rules there isn't any room for a mistake. I don't feel I should have to pay this.

• Initial Complaint

  Date:06/16/2025

  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 had a flight to ********** from ********* which stopped at Atlanta airport. The flight was delayed for 12 hours then cancelled, The flight was rescheduled for 8am the next morning and we were to return to the airport by 5:30am. I immediately attempted to locate a hotel. I contacted the number for what I thought was the hotel number but it was reservation number for all Holiday Inn hotels. I told her I wondered if there was an opening at the hotel as I had called several with no openings. She said yes. I told her that I needed something close to the airport and she told me that there was one called airport north. I had called her at 12:30am which was now June 13th. I did not reserve the unit, I told her that I would be right over within a half hour. She told me there would be a shuttle outside the airport. I was dropped off at Holiday Inn airport north. I went in and told her I had called about a room. She said I must have called the reservation number. I thought I had called directly to the hotel. She said she did not have a reservation which did not surprise me because I had merely called to see if there was an opening. After I had checked in and paid she told me there was another Holiday Inn down the road on the same street. I did not have a shuttle and I did not think I had made a reservation and had paid so I said I'll call them just in case. I went to my room and did call the other Holiday Inn hotel. I was told they were Holiday Inn Express and that the holiday inn I went to was Holiday Inn suites. I explained my situation and they said that they had counted me as a no show. THis was a very short time after I had just called the Holiday Inn number which ended up being the reservation number. He said that they had already billed me and I could not get a refund, then on June 15 though they charged me I also did not get points stating they don't give them to no shows though they had charged me. I excalated complaint 2x w/ holiday inn with refund declined.

• Initial Complaint

  Date:06/13/2025

  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 10th, I booked a hotel room from IHG Hotels web-site, I also called reservations ************** to confirm the amenities (POOL) and price. I was given reservation # ********. On 6/13/25 I called the hotel, ************** to confirm my reservation. While talking to the hotel front desk, she revealed that the "pool" has been out of service for over 2 years. I was very upset, because I specifically requested a pool under the tab "Amenities" on the website and reservations (**************). I then cancelled the reservation, Cancellation # ********. I tried finding another Hotel, but my travel date is for June 14th (tomorrow) and all the prices have sky rocketed because now it is considered "last minute". I called Guest Relations ************** and spoke with, ****, who said supervisor ***** told him that they cannot help me. I was transferred to ****, who hung up. I called back and spoke to Rogen, she stated that non of the previous guest relations people took notes. I told her that because *** is the one who booked me a room with no Pool, after I said that I needed a pool, IHG should put me up in a different property with a pool and honor my original price. She stated that it was not IHG fault and I was not going to get a room for the original price. Bottom line is, *** website sent me to a hotel property with no pool, even though I demanded a pool, and did not tell me there was no pool, I only found out because I called the property. Now its to late to book a room and *** refuses to honor the original price. Since this cannot get resolved by tomorrow (ruining fathers day weekend) I feel the only fare thing is for *** to give me a written apology and comp a free weekend for a future time. Remember their website sent me to a property with a broken non-operative pool and reservations backed their play, confirming there was a pool.

• Initial Complaint

  Date:06/12/2025

  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 6/9/2025 I stayed at ******************************* IHG hotel I was assigned Room 334 and there were several concerns that made me uncomfortable about the cleanliness of my room. Unfortunately, I noticed it later after getting into the room so I was unable to be switched rooms. So I had to deal with the bad room. * The room did not have a laundry bag * The shower did not work at all ( I had to use the ice bucket to shower myself)* Prior to shower the tub had dirty standing water inside of it * The mirror had what appeared to be dried cleaning spray As a *** member I found this to be especially disturbing to be placed in a room that has not been properly cleaned. The reservation was under my wife names ****** *******

• Initial Complaint

  Date:06/11/2025

  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.

  Re: Even Hotel NY Midtown East This hotel is absolutely riddled with issues. Stayed here for one night due to being locked out of my apt. A month later have still not gotten over what a god awful experience it was, certainly the worst experience of any hotel. A few issues mentioned below, certainly not all of them - For starters, there were a variety of issues with the room. Not only did I not get the type of room I booked, the water temperature in their shower changes randomly, there were a variety of presentation issues, and the klenex were messy. The alarm clock didnt work, nor did the wake up call; this would have been fine (its 2025), but they did not have phone cords available. They did have brushing kits available, but the toothpaste was broken and the person who dropped it off has a noticeably bad attitude.Despite only staying for one night, housekeeping attempted to enter my room multiple times before checkout, including when I was sleeping and taking a shower.All around an awful experience. Perhaps it was isolated, but I do not see what makes the hotel worth the cost. Will be advising my friends not to stay here and will seriously reconsider booking with any of the properties in their network, despite my membership.

• Initial Complaint

  Date:06/10/2025

  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.

  I made a reservation for Holiday Inn Express in ***************. I guess you have gotten so large you left out the human quotient. I'm driving up to see my boys and missread the pool closure line and thought it said June. ( Something to do with my age) . After talking to foreigners that didn't understand me and my calls dropped 3 times, I finally got through to a cocky clerk at the motel who said they would not make an adjustment to my bill for not having a pool. I asked for a manager and she said she was a manager. So much for customer service. I'm stuck now because if I cancel, they are going to charge my card $131. I'm staying 10:days. I think that should warrant a discount. Anyway very displeased with ***.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I check in the *********** on ***************************** on 6-6-2025. Upon arriving no one was at the front desk and then a lady pop out from the back to check me in. When me and my children arrived at room. Once we open the door everything seems fine but I was wrong. First the room look clean but I found hair in the bathtub and on the bathroom walls. Empty bottles of shampoo and body wash were still in the bathroom. Now Im wondering if this room was ever really clean to begin with m. Next the customers above us made noise all day and night. I called front desk 10x which was 6x from my cellphone and 4 from the room phone and nobody ever answered the phone. I head downstairs to make my complaint and the same lady that popped out of the back room said she would take care of it. I head back to my room because Im breastfeeding/pumping and my infant was asleep. Once again the customers above us still stomping, running etc. I send my teenager downstairs to make another complaint and they told him they would take care of it. All of sudden there was a loud thump noise. By this time Im irritated so I head back down to the front desk again. I kindly explain to the staff that Im breastfeeding and that my infant is trying to sleep but the customers above me are making entirely too much noise. I also ask them whats going on with the phone because nobody is answering them. 2 staff members head up to get the customers to stop with the loud noise. The noise never stopped. Then I go to take a shower and then theres no running water at all. At this point Im baffled because whats the issue. I would just rather have my refund for this poor service and unclean bathroom. The worker stated I couldnt get a refund. Then to top it off one of their workers stole my infant bathtub. I called back to retrieve it and a lady answer the phone told me no and hung up.

• Initial Complaint

  Date:06/08/2025

  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 5/21 I checked into the hotel for a two day stay. On 5/23 I checked out with no damages to my room and no fees. The hotel told Me I would receive my deposit in 5-7 days. The hotel was contacted several Times and I have spoken to *****. Each time he has taken my information. At one time *** the manager was right next to him when I requested for managerial assistance and refused to talk to me but telling ***** to get my information once again. He took my information and she never reached out to me. I still have not received my deposit from the hotel and can not get help with the matter. I have been told by staff that I should have gotten my deposit by now and it has been pending way too long however, no assistance and no deposit.

• Initial Complaint

  Date:06/05/2025

  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 was celebrating a milestone birthday cruising the inter-islands of ***** March *****, 2025 with friends. I went to the ******* website to stay that Saturday after the cruise with some friends. I made reservations February 20, 2025. I tried to use points for a room but it said no availability. I went back to the home page and I noticed the dates had changed back I guess a default date. I put my dates back in checking in March 22 checking out March 23. I tried using points and cash it said no availability so I went back to the home page and I said why does the dates keep changing to myself. I put my dates back in looked at the different rooms and make reservations for a king bed with an Oceanview. When I arrived March 22 there were no reservations for me. I had been charged $227.80 for a "NO SHOW"! I was given a ************** to call. The male employee I talked to said he would put in for a refund for me. When I didn't receive it I called back and was told the hotel was sticking with their decision to charge me. I told them it was ***'s automation error because the date had kept changing before I finally made the reservation after putting in the correct dates. I was able to get the same king bed with an Oceanview at a higher price March 22 on a Saturday so they couldn't have lost money that Sunday night (Feb. 23) by me not showing up when I wasn't supposed to be in ******. In good faith due to ***'s automation error I would like to get a refund of $227.80. I hope we can resolve this dispute amicably because I shouldn't have to pay for *** automation error and IHG isn't the one losing money! I have been a loyal *** customer for years and hopefully we can continue to do business together!