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

  2265 Kingston Ct SE Marietta, GA 30067-8754

• 

  InterContinental Hotels Group

  4601 Best Road College Park, GA 30337

• 

  InterContinental Hotels Group

  505 Pharr Rd NE Atlanta, GA 30305-3426

• 

  InterContinental Hotels Group

  64 White Oak Ln Dillard, GA 30537-2110

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:02/05/2025

  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 have a fraud issue that I am having with *** and a Reservation issue. In January of 2025 while making a booking I notice my email address had been changed on my profile without my knowledge. I contacted *** about this concern and they helped me change my password and they changed the email address to a different one for me but they were not going to investigate why this fraudulent activity happened. I demanded this be investigated and they created a case number for me. ************. I was informed that someone from the fraud department would get back to me in ***** hours. To date I have had no follow up. I have called several times and keep getting bumped from department to department and after long periods of time on the call getting bumped the call finally gets dropped. Know one ever calls me back despite taking my number "incase of a call back if we get disconnected" My last call was today and the same thing happened. They are not taking fraud events seriously and not respecting customers time. This event happened while making a booking and as a consequence I noticed I did not get my email confirmation of my booking. So I called to enquire and I was sent the confirmation. I discovered that the confirmation at the ***** IHG did not state that there was a complimentary breakfast despite being advised there would be. I have called several times to resolve this breakfast issues and again each time I a passed from agent to agent, team to team and have to explain my concerns each time.. but then the call gets dropped, the issue does not get resolved and know one ever returns a call back to me. I have several future bookings that am now looking to cancel as a result and switch over to ********. *** service has gotten terrible and none of my concerns have been resolved. I have had enough and I would like these issues resolved ASAP

• Initial Complaint

  Date:02/05/2025

  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 stayed at holiday inn ****************** for about a month during that time I had been charged almost daily a 50 dollar fee for deposit to which the hotel held most of while continuing to demand for additional deposits eventually after 500 plus went unreturned to my account I became concerned about the amount and how I was being charged daily I then asked the desk to look into it and slowly was returned bits and pieces at a time slowly upon checking out I was charged over 400 dollars for a reason unknow to any of the three different employees I spoke with concerning the mysterious charges unauthorized and was told that manager just walked off to call in ten mins upon doing so a different person stated manager was not there then that they where gone on family emergency then vacation yet still not explanation as to why I was charged no response from location and no refund Im sure that no damage was found as I recorded my room with my phone and have three witnesses who help with leaving location who can attest that no damage or reason for any charges were there I will send invoice for the charge and have further information upon request I request that my money be returned as transaction was not authorized and transpired after I checked out

• Initial Complaint

  Date:02/04/2025

  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 booked 4 rooms at ***************** *********************. Todays date is 02/04/25. While booking I see apply for a Marriot Bonvoy Credit card by Chase **** and receive $400 towards my stay and ***** points if approved. When I click on the apply button, the offer changes. I call and I am told thats just the way it is. I believe this is false advertising and an unfair trade practice. The offer changes to $150 and ****** points.

• Initial Complaint

  Date:01/31/2025

  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 booked a reservation at this hotel for December *****, 2024. Upon arrival, we were notified that the reservation had been cancelled, without notification to me or with my consent. The front desk manager, ****, claimed his staff had made an attempt the night before but my cell phone records show no attempted contact from the hotel. The reason I was given for the cancellation was that there was no credit card number in the reservation, that I made on the *** app. My daughter and I were told the hotel was completely booked and no attempt was made by **** or any other representative to find us a room at a nearby property or for a similar rate. We contacted *** Guest relations, and they also did not provide any assistance in helping us find another room at a similar rate. For the "inconvenience", ****** points were added to my *** account. This insulting amount of points would not even get us one night at this property or another *** property. It would have taken at least ****** points for one night at this hotel and ******* points for our entire stay. Through no help from anyone at ***, my daughter and I booked a different room and had to pay $3000 for our stay when we were expecting to pay $1500. Upon returning home, I contacted *** Guest relations again and was told we had to work with the hotel manager. My daughter has made multiple attempts to reach a satisfactory resolution with the hotel manager, to no avail. We have even contacted *** corporate customer service and have not been offered a satisfactory resolution. The only thing Corporate customer service told us was they confirmed a valid credit card was on the reservation, even though we were originally told there was not a credit card provided.

• Initial Complaint

  Date:01/30/2025

  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 reserved a room in this Hotel for a check-in on Fri Sept 27, 2024 to attend a funeral in Jesup, **, Itinerary # ***********. On Thursday 26 Sept Hurricane ****** had made landfall in *******. It hit Jesup, Ga in the AM hours of Friday 27 Sep. I could not get ahold of the hotel but I knew that there was a major power outage across that specific region of *******. I called ******************* which is the hotels booking agent. They assured me that I would not be charged for the room. The next day a charge of $156 was taken from my account. I called the booking agent and was told it would have to be reviewed which would take a few hours. I received a call from ******************** saying my account would be refunded. After a week or so I called back and was told it would have to be reviewed and would take three weeks. I called back and was stalled by something else. I few weeks later I was told that I would have to resolve the issue with the hotel in Jesup. After making four phone calls with numbers from the booking agent I was given the number to ***, the parent corporation that owns Holiday inn. I spoke with someone and got no resolve so I asked to speak with their Supervisor. The case was assigned a case #***********. The Supervisors name was EL. He couldnt help. I guess a good excuse for a no show to a reservation is not a Natural Disaster, particularly a Hurricane with a power outage. I asked to speak to Els Supervisor but El ((Supervisor IHG) did not want to give me his Supervisors Name and didnt. He assured me his Supervisor would call me back that day. No call. My guess is that El never contacted his Supervisor. I dont think my refund request is unreasonable, my goodness its $156 bucks. Any assistance you could provide would be appreciated, thank you for your time

• Initial Complaint

  Date:01/29/2025

  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.

  Applied for *** credit card with ****** Part of the offer was a free night but link to it not available on my profile and my attempt to resolve it with either IGH or ***** has failed.

• Initial Complaint

  Date:01/28/2025

  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 a nurse case manager social worker.I came in to book a room With a fellow member of my church. The staff at the hotel were asking if I could afford to pay for the room, Refusing to put my rewards number on the reservation And they put me in a dirty ******* disrepair, where the kitchen appliance and television did not work properly and they did not have a accessible shower as requested.Because they assumed since I was a woman of color and my church mate was white that she was doing charity for me and I was there as some sort of homeless vagabond who didn't have anywhere to stay. If I went To the store for the hotel.They would follow me like a criminal and repeatedly asked me If I could actually afford to pay for the items that I was looking at. The only difference between myself and the person I rented the room with Is that I am hispanic and she is caucasian. I own a successful social services and home care business-she is unemployed. The hotel literally did not even want to put me on my own reservation when I presented my state I d and refused to give me the rewards points even though I paid for the room.

• Initial Complaint

  Date:01/27/2025

  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 have saved up rewards points for use in retirement. I made an active holiday inn hotel booking this past October 2024 for an upcoming stay this May 2025. I planned to use my earned rewards for my upcoming stay. Without any contact from ***, my rewards were taken away (due to inactivity). How can an organization be allowed to take money from someone without even contacting them? They have my current address, my telephone number and my email address. How can they legally remove my hard earned points (which are mine) due to inactivity when I have an active booking? I would like all my reward points reinstated.

• Initial Complaint

  Date:01/26/2025

  Type:Sales and Advertising 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 recently stayed at this hotel and, unfortunately, my experience was marred by the behavior of the manager. Upon checking in, I informed the staff that I had a pet staying the night with me. The following morning, I sent that dog home with my trainer who met me in the hotel parking lot. My trainer returned one of my other dogs to me and I brought him inside the hotel to crate him while I began the process of preparing to load up. I brought him inside as I wanted him contained inside his crate in a safe space so he would be safe while we were opening and closing the door and leaving it open while we brought the dolly into the room.Once I arrived home, I found I was charged a double $50 pet fee on my credit card. I called and asked why I was double charged, I was told it was because I had 2 dogs. I explained that the second dog was only there for 30 minutes that morning while I was loading up (they have cameras to confirm this) and that the other dog had been picked up. The manager stated that it was in their pet policy that if I brought another dog into the building they charged for it.I had questions regarding the pet policies, as I was under the impression that I had signed a clear agreement outlining the per night fees. The manager did not provide me with a copy of the policy that I signed (I requested it to be emailed to me), which is clearly different than what their website states. This lack of transparency left me feeling uneasy, as it felt like the rules were being manipulated to suit her own agenda.According to the hotel's stated pet policy, the fee is $50 per night. I want to emphasize "per night" because I only had a second dog with me for a mere 30 minutes after my other dog had departed. Given the circumstances, I found the insistence on charging me a second pet fee to be unreasonable.I had planned multiple upcoming visits to this hotel, but after this experience, I can confidently say that I will never return.

• Initial Complaint

  Date:01/19/2025

  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.

  Booked a room at Holiday Inn Express in ***************. On January 10, 2025. Paid ****** in full on credit card. Was emailed a reservation #, along with a guaranteed room for paid in full. Arrived at 430 pm to check in, was told they overbooked and they did not have a room available. Inquired about charge on Credit card and was told I would not be charged because I did not get checked in. Credit card WAS charged. Tried numerous times to talk with supervisor, manager, or someone at corporate to no avail. Did a dispute with ****, thats still pending. Not understanding how they could, and rudely I might add, just give your room away.