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

  3665 Shackleford Rd Duluth, GA 30096-4545

• 

  InterContinental Hotels Group

  4669 Airport Blvd Atlanta, GA 30337-5729

• 

  InterContinental Hotels Group

  1150 Robert T Longway Blvd Flint, MI 48503-1851

• 

  InterContinental Hotels Group

  125 S Park St Carrollton, GA 30117-3241

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:01/06/2025

  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 personally worked for the holiday. Inn express and suites located in ************, ************ for about 4 months as their office manager. They committed a series of violations illegally during the time frame I was there. The owner ***** ************* committing tax invasion. He pays multiple employees under-the-table. He charges cleaning fees for service dogs.He does not pay time and a 1/2. When an employee works over 40 hours a week. The particular employee I'm referring to is one that is paid under-the-table. 7 days a week he works night audit. They also have another property in malvern With the current investigation from the labor board to put into perspective.His reputation, Behavior and illegal activity that is consistent.

• Initial Complaint

  Date:01/05/2025

  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 am filing this complaint regarding my recent, highly frustrating experience with *** and their handling of my reservation. I was assured during the booking process that no deposit would be required at check-in. Based on this information, I drove over 30 miles to the hotel, using gas that I could not afford to waste, only to be told upon arrival that a $10 deposit was mandatory.I explained my situation to the front desk staff, emphasizing my financial constraints. I was exhausted and urgently needed rest. Despite this, I was denied entrance. To make matters worse, I was treated rudely and dismissively by an *** employee named **. Her behavior was unprofessional and unacceptableshe was arrogant, refused to acknowledge any fault on the hotel's part, and claimed there was no one above her to escalate my concerns to. Her "final decision" was to offer me a mere ***** points as compensation, with no apology for the inconvenience caused.Adding to the urgency of the situation, there was a severe weather advisory in effect during this time, including a snowstorm with icy conditions. Authorities were advising everyone to seek shelter or warming facilities. I had wasted my gas making this trip, leaving me stranded without fuel and unable to ensure my safety.This experience caused significant stress, discomfort, and financial strain. It also severely undermined my trust in **** customer service and reliability.Given the circumstances, I am requesting ****** points as compensation for the hardship and frustration this situation caused. This is a fair resolution considering the financial burden, emotional distress, and poor treatment I endured due to IHGs misinformation and unprofessional staff.I expect a swift response to this complaint and hope *** will take appropriate measures to prevent similar issues from affecting other customers in the future.Thank you for addressing this matter.

• Initial Complaint

  Date:01/03/2025

  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 received and signed a final receipt of $283 at the completion of my stay on Dec. 29th. The hotel charged and additional $250 on Jan. 2nd and said they found a cigarette but in the trash. We do not smoke and they will not return the money. The receptionist ******* kills bugs in front of guest and always says Im sorry. The food is undercooked and the rooms are not properly sanitized. They do not respond to phone calls and always puts people on hold. They used the wrong credit card of a guest that was not on my list. He is filing charges because they charged a hotel room to his card and he was not a listed guest and did not book the room. Full refund needs to be given. I have attached a copy of the original receipt as proof that the original and final receipt I signed did not include $250 and not my credit card number. I did not hand the receptions this credit card but a previous guest did before I checked in. She charged the wrong card of a different guest and when I asked her if she needed my card and ID, she said it didnt matter and only asked for my ID. ******* was the babe of the receptionist. When I made the general manager April aware of the situation, she would not respond and said she can not answer calls because she was in physical therapy. When she finally emailed, she said the will not remove the charges. Wrongful billing needs to be addressed and a full refund needs to be made to the wrong credit card they used.

• Initial Complaint

  Date:01/02/2025

  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.

  Date of Transaction: 9 November 2024 Amount Paid to Business: $107.76 What Business Committed To Provide: Hotel Room What the nature of the dispute is: Hotel canceled room upon arrival into *** without prior contact of attempting to resolve the issue.Whether the business tried to resolve the issue: I was told by the front desk manager that they cancelled my room without contacting me to resolve the issue because they were oversold. Although every other *** property I have stayed at has made an attempt to contact for a resolution before reselling the room.

  Business Response

  Date: 12/19/2024

  Hi, this guest had three reservations. Two were canceled per their request and the other one the credit card declined on arrival day and that is why the reservation was cancelled. We were sold out but if your card on file is not valid and cannot guarantee your reservation we then have the right to cancel and re-sell the room. 

   

  Thank you, 

  ****** Walters 

  General Manager 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22603922
  
  I am rejecting this response.

   

  Is it not customary and proper for the property to make contact with the guest to update a card that has declined? As such has been done previously at other *** properties?
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:12/31/2024

  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.

  Date: Nov. 1 and 2nd -2 rooms reserved - reservation #s ******** & 69046147 A 3rd room was canceled 10/11/24 with reservation # ******** Several calls were made to confirm that all these details were correct, including the day before on Oct 31. I reserved these rooms for both my daughters, I was not there.I received my bank statement and 3 rooms were charged Nov. 1 @ ****** - a block charge for the *****-****** wedding. Nov 2, I received 2 charges of ******. At the time of reserving the rooms, I had been told that the cost of each room on the 2nd day was ******.I tried contacting the General Manager several times when I received my bank statement, but the ** was never available or sick to resolve this issue and never called me back.I was told to contact the *** offices for resolution of the billing over charge.I have spoke with *** customer care **** 3-4 times and am told that they are contacting the ** at Even, because this is the only person who can fix this issue. To date, I have not heard back from any of the representatives who have promised to oversee the issue, nor have i heard back from the Even **. I was told by the representatives at *** that I should receive a refund of $479.99. My case number with IHG/Even is 1055565 7663.I have called on 11/15/24, 12/4/24,12/12/24, 12/13/24 and numerous other times that I made the mistake of not writing down.I never received an email invoice of the stay and my daughters did not think to get records of their stay. Thank you for your assistance! I hope this is not another black hole as it has been with Even and IHG.***** L'Belle

  Customer Answer

  Date: 12/30/2024

  To date, no one from *** or Even has responded to my many requests for resolution. 

  Thank you for your assistance!

• Initial Complaint

  Date:12/31/2024

  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 have been a member of IHG Group for many years. My membership in 2024 is Diamond level, my account is ********* and have more than ******* points in my account as a loyal user of ****** September 2024, my account was notified by *** to be closed because I violated the membership terms, but I did not do anything illegal, and IHG Group did not give any further explanation and ignored my request to restore my account, which caused me great financial losses and mental stress. I asked IHG Group to restore my membership account, thank you.

• Initial Complaint

  Date:12/30/2024

  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.

  When I arrived at the hotel on December 24th at 5:00 p.m. The hotel's network was offline and couldn't process my payment for the hotel room for 5 days for room number 703 I stayed on the phone for half an hour with my *************** account specialist to try to assist them. When I got to the room there was no hangers rod,hangers,no light no fixtures in the closet at all and the drain in the bathtub would not work so I couldn't soak my chronic back pain. I was moved to room 704 but the thermostat was stuck on 59. ******* the first front desk clerk tried to fix it to no avail and it should be the maintenance man would come at 9:00 a.m. the next morning to fix it but that never happened nor did the Hotel manager, *****, contact me within 24 hours.*******, the front desk clerk, moved me to room 704. While I'm packing I realized that the thermostat was broken it was stuck on 59. The maintenance man was supposed to report to fix it at 9:00 a.m. the next morning but never showed. I called guest relations to report the problems that I was experiencing three times and was told to wait for the project manager to assist me in contact me within 24 hours which he never did. 48 hours later the manager knocked on my door told me he was moving me to room ************************************************ to move all of my luggage and items since I'm on Stroke Protocol from ************ and was not supposed to be moving anything heavy to begin with.Compensation that I've asked for two complementary nice day in room 801 in which I currently reside and reimbursement of my first two nights here on December 24th and 25th back to my credit card in the end 2066.

• Initial Complaint

  Date:12/22/2024

  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.

  Evening of Dec 20, 2024, I offloaded gifts and supplies for hurricane victims south of this Holiday Inn. When finished I went to the closest Holiday Inn. I had a small utility trailer hooked to my pickup. Took up 4 parking spaces because nowhere to park it. When I parked I saw trailer on a PU truck and another large vehicle taking up 3 spots. So, I checked in. No signs about trailers and the desk clerk, Autumn said nothing about trailers. Two hours Autumn at the front desk called and said I had to move my pickup and trailer. I asked where. She said she did not know but it had to be moved. I asked her to show me where to park it and I will. She said there was no place and if I parked it there, it would be towed. Manager left for day and clerk could not contact her. So, I said I will check out and asked for a refund. She refused. Another woman was in the lobby with a large dog. I asked her what she thought about this. She said she was Autumns mother. I said her daughter had no common sense. They both said I was kicked out and had to leave. I asked for a refund and they refused. No yelling no violence, no cursing. They just kicked me out and NO REFUND! Seeking refund of $168.34. Exactly what they charged me for a room that I did not use.

• Initial Complaint

  Date:12/20/2024

  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.

  On Friday 20 December 2024 I called the EVEN Hotel in ********, ** to inquire about a potential 3-night stay, checking in on Friday 20 December and checking out on Monday 23 December. When the call was answered, the male front desk employee who answered the phone told me he was going to put me on hold. I waited for seven (7) minutes before calling the hotel again on my work line. The same male employee answered the phone and asked me how he could assist. I stated that I was waiting on the other line to speak to a manager or supervisor, and he said, "What about?" I asked to speak to the manager directly, and he refused to transfer me to a manager because I did not provide my name or reason for calling. I stated that I have disabilities and have an accessibility question, and the employee stated to hold on, and the call was ended. I was still on hold on the first line, and the same male employee answered the phone and asked, "How can I help you?" I reiterated that I was on hold waiting to speak to a manager and the employee asked the same question, "What about?" and I asked for the manager's contact information. The employee then told me he would transfer my call to a supervisor. I was transferred to an employee named ***** who identified himself as one of the operations managers. I asked ***** if the hotel had accessible rooms available for the dates I requested because I have disabilities and recently underwent an operation. ***** stated the hotel does have rooms available, and I asked questions about the ADA ****** such as the size of the entrance and how many square feet is the room. ***** stated he did not know the exact information. I asked him if he could ask his manager and he said, "I could inquire about that, but we don't have any rooms available for those dates." I asked him to share the general manager's contact information and he refused. I would like the BBB to assist in resolving this matter so I may contact the general manager directly.

• Initial Complaint

  Date:12/17/2024

  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 October *******, I made a reservation at this hotel (reservation ********). According to the cancellation policy at the time I made this reservation: Canceling your reservation before 6:00 PM (local hotel time) on Thursday, 16 January, 2025 will result in no charge. Canceling your reservation after 6:00 PM (local hotel time) on 16 January, 2025, or failing to arrive will result in forfeiture of your deposit. Taxes may apply. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of your reservation.On November 22, 2024, the hotel charged my card $3,435.63 without my authorization. The same day, they denied my request for a refund via email. Minutes later, I replied to their email requesting again a refund and referred to their cancellation policy on the date of my reservation. I did not receive a response.I am requesting a full refund and that they honor their cancellation policy as noted on my reservation.