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:03/01/2025

  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.

  After 20yrs of moving in the Army and planning our moves and trips driving to visit family around staying with *** we lost *******+ points because they expired. We were loyal members always staying in there brand so we could accumulate enough points to take the trip of our dreams to ********* because without the points we would never be able to afford on our own. We reached out to *** to see if we could get them reinstated, even offering to purchase more on the phone. It had only been a month after expired. The supervisor we talked to said it was policy and couldnt help. We asked for her supervisor and she stated she didnt have one. I thought we would have received some sort of notification before *******+ points were removed.

• Initial Complaint

  Date:03/01/2025

  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.

  Wednesday February 26th I checked into the Holiday Inn Express with my friend **** ****** he did not put my name on the room because he didn't think it would be an issue. I got breakfast there every morning and would come and go and last night when my wallet went missing my key stopped working so I went to the front desk and the guy that was there middle-aged blonde guy was nice and understanding I called him and let him know and he said he would fix it for me I just went up and traded him the keys and this morning when I went out to go grab a cigarette for my cousin the key stopped working again and this time the woman staff refused to let me in saying she has no proof that I belong in the room because my name's not on the reservation. But **** is in the hospital because he has blood clots in his legs and he can't add me and I said I had no problem leaving but I want my stuff and she refuses to let me get my stuff she is threatening me threatened to beat me up threatening to catch my stuff on fire she has called me out of my name very disrespectfully and she has made me fear for my life like they didn't have to be that rude they didn't have to let it escalate I was yelled at in front of a room full of people I was embarrassed I felt like I was being attacked and all I did was ask for my stuff back I had no problem leaving the guy just delivered me trash bags so he knows I was in the room because I opened the door and what's weird is he acted like he didn't just do that I felt like that was a setup. But either way all I want is my belongings in for that woman to leave me alone and I really hope she didn't catch my stuff on fire I don't have a lot of stuff to begin with and I really need my ID. I hope nobody else has to go through that from them I understand protocol but they have cameras they say they're recording 24/7 so can't they see that I was in and out of that room like that was the only one **** has been in the hospital since the day we got there.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/17/25 I had a phone conversation with an *** ***resentative that said she was in the Philippine's and I did not understand her name. During this call I expressed my dissatisfaction with the points system they have. In June of last year I paid $2500 to received ******* points. I saw this as a way to pre-fund a future vacation. However each time I tried to use the points I kept finding that my legitimate hard-earned dollars had been turned into monopoly money/points and *** was not only not rewarding my loyalty to their brand, they were actually punishing me. A $297 per night room would actually cost almost ******* points per night. So $2500 would get me maybe 4 nights or $625 of my hard earned dollars. Many times you were not even allowed to use the points. I could have used my hard-earned dollars though had I not given them to ***. All I asked for was them to reverse my $2500 credit card charge. This is where it get's even worse. The *** said that since my point balance had fallen below the ******* she could not refund the $2500. She said if I were to charge $187.50 my point balance would be back to ******* and she could refund the $2500. So I let her charge the additional money believing what I was being told. It's now 2/27/25 and I'm out $2687.50 and any time I've tried to contact them, noone answers or they have answered and then hung-up on me. I just want my money back and this nightmare to end. Their point system is a complete scam and I was then further swindled out of the extra money as the only reason I paid it was to receive the promised refund. I believe it was a recorded line so anyone should be able to listen and know I am being truthful.

• Initial Complaint

  Date:02/24/2025

  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.

  Issue: Wedding event held at Crowne Plaza Kitchener on Nov. 23, 2024. Multiple documented issues with pricing, service, and facilities. 1. Pricing and Payment Issues: - Room rental fee was documented as $2,600 in multiple BEOs (dated Nov 14 and 19) - Fee was suddenly increased to $4,800 with less than 24 hours notice - Staff demanded payment 30 minutes before guest arrival with no prior written notice of pre-event payment requirement - Aggressive payment collection during event setup prevented proper review of changes - AV equipment charges appeared on final invoice but were not in original contract 2. Service Quality Issues: - Desserts were removed while guests were still eating dinner - No prior notice given of 90-minute dining restriction - ************* was discontinued during event - Guests directed to water cooler without adequate glasses - 20+ minute delays getting water glasses when requested 3. Facility Issues: - 35+ parking spaces unusable due to construction (far more than communicated) - Multiple guests experienced parking validation issues - Pre-arranged parking passes failed to work as promised - Management failed to respond to reported parking pass problems Previous Attempts to Resolve: - Raised issues directly with hotel management - Received inadequate response that: * Failed to address pricing discrepancy between BEOs and final charge * Justified aggressive payment collection instead of acknowledging inappropriate timing * Cited "brand standards" without addressing why desserts were served before dinner was complete * Minimized systematic service failures * Did not adequately address parking and validation issues Desired Resolution: 1. Refund of difference between documented $2,600 rental fee and $4,800 charged Supporting Documentation Available: - Original BEOs showing $2,600 rental fee - ********************** Final invoice - Original contract - Communications regarding parking pass failures

• Initial Complaint

  Date:02/24/2025

  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 am an *** club member from *********. I am writing to complain about *** mobile app service which caused the expiration of my points. I would also complain their unreasonable rules of getting the club points expired if no account activity for 12 months.I have been a member of *** for more than 10 years. For several months, I have been unable to log in their app because I can not receive the verification code by my phone, even though the phone number is correct. I contacted their customer service and was told my Hong Kong phone number can never receive the verification code, only the number from mainland ***** can. Then how can I use their app if I do not have a mainland ***** phone number? And then I was told all my points were cleared to 0 without any notification, even though their advertisement on the Chinese website shows their points will never get expired to attract customers to be their member.Therefore, I beg you could help me force the group to restore all my expired points. As I am currently living in *********, please contact me via email. ******** Member #********* My phone number: ************* My email: ******************

• Initial Complaint

  Date:02/20/2025

  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.

  I am writing to formally lodge a complaint against IHG Hotels regarding a deceptive sales practice that resulted in an unauthorized charge on my account. The individuals involved in this matter are a representative named ****** and another individual named ***** badge no ******.On 02/12/25, I reserved a room at **********. I called **************. Shortly after completing my reservation, ****** offered me a free stay and transferred my call to *****. ***** claimed that I was the *****st customer in 2025 for this ********************** and had won a free stay. He further stated that instead of paying $2,000, I would only be charged $249 for a four-night stay, which would be charged when I decided on my desired dates. He assured me that my stay would be completely free. At no point did he mention that this was part of a timeshare promotion or that there were minimum wage requirements, he said I have one year to decide on my dates and right after we finish I saw 249 charge on my card! very unethical, total scam, lots of lies.Upon noticing the unexpected charge, I immediately called the same number used for the booking, **************, and requested to speak with ******. The representative initially denied that anyone by that name worked there. However, after I provided my reservation number, she admitted ******** existence and apologized for the situation. An apology does not rectify the misleading tactics or reverse the unauthorized transaction.I believe this was a deliberate and coordinated effort to deceive customers into a timeshare presentation under false pretenses. These deceptive practices violate ethical business standards and consumer rights. I request the immediate reversal of the $249 charge and a full investigation into IHG Hotels sales tactics.I appreciate the BBBs assistance in addressing this matter and ensuring that IHG Hotels is held accountable for these misleading practices.Sincerely ***** *********

• Initial Complaint

  Date:02/17/2025

  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.

  Ok 3/8/25 I stayed at ***************** in ********* **. I normally call if I need it extended but I figured a few minutes afterwards to locate my cellphone in which I later found it under the chair. At 12:03 the house keeper came knocking at the door. She said checkout time and I then said ok give us a few were looking for my phone she then rolled her eyes and said we have to clean this room now and you need to check out. That caught me off guard so I closed the door and called the front desk immediately to inform her of whats going on. Once I found my phone around 12:25 I then open the door to load up my bags with my guest they were cleaning the room across the hall from us the husband (which I later found out from the front desk) was sitting on the couch. They then both came out the door staring. The husbant then called someone off hie cell phone and said They have the door open but just standing there. While waving me off as i was asking whats the problem. He hung up and I then said again what are you guys issue? You see that were leaving, you guys are cleaning another room so whats the point of this because now. The wife said something to him as she kept rolling her eyes while huffing and puffing. I said well i can just call and get an extension because why are you guys so eager to get into this room and at this point its making me uncomfortable because Ive never experienced this type of rude behavior from any hotel Ive stayed at. It was very weird, uncomfortable and disappointing. I reached out to the front desk. When I did a follow up yesterday the hotel because no one had called or emailed me with a case manager named ***** from guest services they completely lied and she believed them after I told her to check phone records and investigate.

• Initial Complaint

  Date:02/15/2025

  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 was triple charged and the Manager ****** WAS RUDE UNPROFESSIONAL, BAD ATTITUDE, UNEDUCATED AND DISRESPECTFUL, WITH WHY SHE COULDN'T TELL ME WHY THE CHARGES EXSISTED

• Initial Complaint

  Date:02/11/2025

  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.

  This complaint is for my nightmare of a stay from 2/7-2/10. Upon arrival, I observed a stain on my headboard and a strand of brown hair in the shower. I did not bother raising these issues. The possibility of changing rooms was not ideal after nearly 8 hours of driving and finally settling in. The next morning, the sink filled up with water and & would not drain. There seemed to be an issue with that because every time I used it, the sink would get backed up. Then, the following night, there was a really bad snow storm. That night, I spent an hour & a half circling the parking lot. Every space was filled & it raised a question as to why I would be charged $28 a day for parking if it wasnt guaranteed. The concierge explained that hotel employees parked in the Bostons parking lot and I was allowed to park there. I asked if there was some sort of tag or sticker they could give me so that my car wouldnt get towed. She told me no. In fact, she told me if my car was to get towed it would be because someone stole it. I learned there was a HUGE theft problem in the city. So again, Im paying $28 to park in front of the hotel. Why would I have to park elsewhere? Theres a certain level of security that hotel guests get when their car is parked in a place that not just anyone could gain entry to. I circled the parking lot for what felt like eternity until someone finally pulled out. Lastly, on Sunday, we tried going to sleep early as we planned to wake up early on Monday to drive back. To our dismay, there was a fire alarm blaring through our room at 10PM. And this went on for quite a while. This was not how I expected my first international trip to go and it was truly disheartening as this was my birthday trip. I am raising this as Ive encountered one thing after the next and that is truly unacceptable. I hope this can bring awareness and improvements can be made. I didnt pay hundred of dollars and drive eight hours to be disappointed. I could have gone somewhere else.

• Initial Complaint

  Date:02/11/2025

  Type:Order 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 a previous employee. Multiple employees at the time (now previous employees) filed complaints to corporate about another employee who was sexually harassing all the girl employees. The company chose to do nothing about it, which was resulted in us, leaving for our safety.