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:03/13/2025

  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 March 8, I checked into the hotel having booked it a couple of weeks prior. When I got to the hotel, I was told I was lucky. I even got a room because I went through a third-party website and I really need to just join their membership club. I did not get the room that I paid for and was expecting to be in. However, I found myself to be very understanding and patient due to the way, it was explained. However, I was charged without any conversation or correspondence a fee for smoking. Myself nor my fianc ! No one said anything and it is well after the fact, so I am not able to go back to the room to dispute this charge upon calling the hotel. I was told that they have no further information for me besides my portfolio states evidence of smoking.Again, myself nor my fianc smoke and no one informed me prior to charging me. I now find myself in a situation where I am not able to buy groceries! I was told that the manager is not there and would not return until Monday. This is unacceptable. Myself and my children should not have to go without because this company decided to charge my card without any correspondence whatsoever. Not only what I like my money return I would like them to me in whatever way they see fit as long as it is reasonable to accommodate this massive inconvenience to myself and my family. Now is absolutely Not the time In our society/economy to try and shake customers down.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 reserved a King ***** on January 8, 2025 for March 7th thru 10th, 2025. Once we arrived at the hotel we checked in and was given the room key card. After opening the door to the room, it was then that we saw that we given a standard queen room. I immediately called the front desk to inform them about the mistake and I was told that ***** had changed our reservation to a standard queen room. We were never informed by any form of communication about the change, which we would have declined and cancelled our reservation and stayed elsewhere. Ultimately after complaining we were changed to a standard king suite room (not a king suite). We stayed in the room however, we asked that the price be adjusted to a lower price since a king suite is more expensive than a standard queen room. The price was never adjusted. We also did not receive the full benefit of receiving any type of room service, i.e, bed being made up, trash emptied, or towels and wash clothes exchanged. Once again we went to the front desk and informed them about the room services that were not received and, all we received was an apology but, the issue was never corrected the next day, this is something that we complained about everyday again we were only offered an apology. Upon checking out on March 10, 2025 we were offered $50.00 off of the total bill, I told them that, that was not acceptable and asked to speak to the manager. I was told that she was not in, I left my name and number and asked that she call me, to this date I never received a phone call. I called the hotel asking for the manager at least four times and every time I was told that she was on a conference call this was over a 10 hour period. I called the corporate office at least three times. I told them that I would accept the $50. off of the bill in addition to $135.00 which corporate stated the points were worth. I agree to settle this claim for $533.69. I appreciate your assistance in this matter.

  Business Response

  Date: 03/12/2025

  Please send these issues to HI-********************** as I can not address these issues 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23056258
  
  I am rejecting this response because: this does not resolve any of the issues and concerns that my wife and I experienced. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 *******, I held my wedding at this location and the disposed of my left over wedding ****************** which they took ownership for disposing without my permission. I repeatedly attempted to resolve this matter with them but they're not caring one bit. The total cost for what they dispose is $600 which is not even half the cost i paid for the cake. I would love for them to reimbursement for this items given they improperly dispose of this item.

  Business Response

  Date: 03/12/2025

  Please send these issues to HI-********************** as I can not address or resolve these matters 

• Initial Complaint

  Date:03/08/2025

  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 would like to file a formal complaint against Holiday Inn citing a number of issues during my reservation that made for an unsatisfactory and unbearable stay. When these issues were brought to the attention of the hotel staff as each issue arose, the attitude of the hotel staff was both dismissive and careless. There were a series of issues that ranged from noise disturbances, suspicious activity in the hallway during late night hours to smoking in rooms which against hotel policy. Furthermore, these issues began from the onset when l first checked in. During the day of check in l informed the hotel (Holiday Inn- **************************) that there were multiple food deliveries coming in if they could call in order for me to come down and retrieve the delivery. I was told by staff they would call. After the delivery was completed l was not called and/or notified as promised. Through notifications from the courrier l saw the delivery, when l informed them of this, the staff member, Shady *******, was incredibly rude and unprofessional to the point of trying to escalate into a full blown confrontation. At that point l asked to speak with the Manager. The manager was apathetic and displayed a demeanor of someone who could care less denoting that nothing was going to be done to correct his behavior. Terrible customer service all around and the problems persists from there. That night l made 3 calls to the front desk for suspicious activity in the hallways at various points throughout the night (1, 3 - 4AM). No sleep due to the safety issues at the hotel. Told the hotel, more apathy and canned responses. It was made clear that the safety of guest is not a top priority at this hotel. To make matters worse the final night one of the guest began smoking in the room causing smoke to seep through into the hallway this creating a atmosphere of second hand smoke. When l informed the hotel, l was forced into changing rooms in the middle of the night. Requesting a full refund $288

• Initial Complaint

  Date:03/06/2025

  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 tried several times to cancel a reservation with the hotel in the *** app, but kept receiving an error. I spoke with *** support on 2/25. They told me to email the front desk, so I sent an email requesting cancellation. The reservation was not canceled, so I called the hotel directly. The woman I spoke with told me that she confirmed with her manager that I would not be charged for the cancellation. That evening, my account was charged over $300. I then contacted the hotel again and am going back and forth with someone basically wanting me to show proof of things that should all be logged within their system. Also, if the employee I spoke with and supposed manager stated that I would but be charged, there should not have been a charge. I have asked the man to review my call with the woman I spoke with from the hotel. It is inexcusable to clearly and specifically tell a customer you will not be charging them, and then do so anyways.

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Inquiry Regarding Account Status and Points Balance:I am writing to express my concerns regarding my account status and to seek clarification about the points associated with my account.I previously inquired about a deposit not being returned to my card, which was intended as a simple question. However, I have since been informed that my account has been placed on a "Do Not Rent" status at the Holiday Inn **************** in **********, **. I have reached out to corporate regarding this matter, but unfortunately, no resolution has been provided.Given this situation, I would like to know:1. The current status of my account and any reasoning behind the restriction.2. What will happen to the ****** points that I have accumulated on my account.3. If there are steps I can take to resolve this issue or reinstate my account.I hope to resolve this matter promptly and appreciate your attention to my concerns. Please let me know how to proceed.Thank you for your time and assistance.Given this situation, I would like to know:1. The current status of my account and any reasoning behind the restriction.2. What will happen to the ****** points that I have accumulated on my account?3. If there are steps I can take to resolve this issue or reinstate my account.All of my reservations have been canceled. Member #*********

• Initial Complaint

  Date:03/05/2025

  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 stayed at *********************************************** (an IHG property) from February 1316, 2025. *** advertises Kimpton hotels as high-end boutique properties, yet this location was poorly maintained and failed to provide basic hotel services. The room had rusted fixtures, a non-functional HVAC system, and ignored housekeeping requests. The hotel initially offered only ***** IHG points (~$25 value) as compensation, which was entirely inadequate.After multiple escalations, *** approved a full refund, but they refuse to offer any additional compensation. *** owns the ******* brand and controls the *** Rewards program, yet they continue to push the issue back to the hotel rather than taking responsibility.I am requesting that *** honor their brand standards and loyalty program by providing either:-A free night certificate/promo code at an IHG/Kimpton property of my choice.-50,000 IHG points as a goodwill gesture for the failure of this property to meet basic expectations.IHG is ignoring customer satisfaction and accountability, and their response thus far has been dismissive.

• Initial Complaint

  Date:03/04/2025

  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 checked in at the holiday inn in ******************* off of ***************** on Feb 25. The very next day I started have 9internet issues which intruded my work. I complained multiple time about this issue. The Desk Clerk advise we will send someone to your room to help see if you can get you a better connection. That never happened. So having internet issues then come to having bug issue there was a huge ***** in my room. I had to call downstairs for security to kill it. The front desk said they will spray my room for bugs that day at 3:00pm guess what never happen. Now comes with the situation with breakfast I was ignored and got no service until I had to ask to get something to drink and guess what there was particular in my drink at this point I was so over it. Oh no not done yet. Friday night came back is was not parking because all the trailers was taking up the shots. I told the desk that there was no parking and she said oh well park in the circle or something. At this point I was feed up. I asked to speak to a manager and I did and told here everything and they offer me only ***** point and a later check out. This is not confiscate for anything Y

• Initial Complaint

  Date:03/04/2025

  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.

  Staff was never available BLACK MOLD inside the toilet that caused my daughter to get sick our last night there.Broken bathtub faucet upon arrival to the point it felt like it was gonna fall apart and come shooting off the wall Broken shower that would not shut off making it difficult to bathe my 2 children Broken fridge that was so unlevel you couldnt use it Trash in the yard outside the window (beer cans and overall litter)Non working landline phone that we tried to use to call the desk because after physically going down there once again the staff was nowhere to be found. Also the tap water appeared very cloudy looking unsafe to consume or even use to bathe

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We would like to file a formal complaint regarding our last 2 stays at seperate *** properties. On 2/20 we stayed at the Holiday Inn **************** Ft. Lauderdale Airport/Cruise. We specifically booked this hotel due to the free airport shuttle service that was offered. The website specifically stated to call ahead in order to schedule for the shuttle to come pick us up. We attempted to call the front desk 4 times. The first 2 times the phone kept ringing and no one answered and then the 3rd time we were immediatley placed on hold by the person who answered. After almost 30 minutes waiting on hold we called again from my wifes phone and we were finally able to get through to someone. We waited almost 1 hour in 50 degree weather before the shuttle arrived. When we arrived at the hotel we expressed our concern about the shuttle service to which the front desk replied "Please understand that we are really busy" Once we got to the room it stunk of Chlorine/Bleach and the carpet was soaking wet. The shower only produced luke-warm water even after waiting 5 mintues and turning the dial all the way up. This was quite possibly one of the worst hotel experiences we've ever had. Our next hotel stay was on 2/27 at ***************************************. When we arrived at the hotel we were told the room wasn't ready even though it was almost an hour after our check-in. Once we checked in to the room we noticed the a/c wasn't working and once again the shower had ****-warm water even after waiting for it to heat up. Luckily the front desk was kind enough to upgrade our room to a suite with working a/c and a shower with hot water. We would like to request that we be compensated for at least one of our free nights due to our horrible experiences when booking through *** rewards.