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Business Profile

Hotels

InterContinental Hotels Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for InterContinental Hotels Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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InterContinental Hotels Group has 460 locations, listed below.

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    Customer Complaints Summary

    • 960 total complaints in the last 3 years.
    • 304 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 Yours Truly Hotel, a hotel owned by *** in D.C. from 10/01-10/04/2024. Which I had paid for. I was charged for the destination fee along with the destination fee tax at the time of checkout. The concierge had informed us this is a mandatory fee with ***. I had checked the reservation confirmation email and I didnt see the option to view additional fees. The attached shows all the additional fees we were received. We are disputing all the destination fee and taxes which equals to 90 dollars even. An attempt was made in the effort to resolve this dispute with a member of the concierge team but she refused to comment saying this fee is unavoidable. I have to write this complaint letter about this unexpected fee. This is truly unacceptable.

    • Initial Complaint

      Date:12/16/2024

      Type:Product Issues
      Status:
      Unanswered
      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 address an issue that occurred during and after my recent stay at Holiday Inn Hotel and **************** on 12/13/24-12/14/24. I am deeply disappointed by the treatment I received and the way this matter has been handled.Following my stay, during which my guests and I occupied the room for only one night to celebrate my daughters graduation at ****************, I was informed of charges that I strongly dispute. We checked out at approximately 8:00 a.m. on 12/14/24 leaving the room in the condition it was provided to us.Additionally, during our stay, I encountered a significant issue with the toilet in the room on the evening of 12/13/24, which would not flush. When I called the front desk to report this problem, I was instructed to attempt a repair myself by adjusting the string behind the toilet. I refused this request, as it is the responsibility of the property staff to address such issues. Unfortunately, the only solution offered was to send someone from the front desk to inspect the toilet, leaving us in an uncomfortable and smelly room due to the unresolved issue, until the front desk staff could address the issue.After my stay, I contacted customer service to file a complaint regarding billing, the above issues as well as the unprofessional behavior I experienced when the manager/** (******) hung up the phone during our conversation during which she advised me that I did not have two charges on my credit card. Subsequently, I received an email from the manager/** (******) in which she further accused me of damaging the property and that was the reason for the charges. This accusation is not only unfounded but also unprofessional and disrespectful. I have not received or was informed of any such allegations until I contacted customer service to follow up with my bill, and it was at that point I received an email from ****** stating that I had damaged the property. Neither my guests nor I caused any damage to the property.

    • Initial Complaint

      Date:12/14/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Went online to make a reservation at a hotel I frequent. selected a room and completed the reservation. The charge was more than was quoted in the listing. I tried to backtrack in the listing to verify and was told I had completed my reservation with ***, not Hilton Honors.. I tried to cancel the reservation and was told it was non-refundable. The agent told me that was listed earlier in the process. I cannot recreate the process to see where it was listed. I was not advised to agree to the transaction and acknowledge the condition beforehand.. Is prior acknowledgement not required? Is there evidence to that effect short of my credit card transaction?

    • Initial Complaint

      Date:12/14/2024

      Type:Product Issues
      Status:
      Resolved
      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 my wifes high school reunion at the crown plaza resort. The reunion was scheduled for October 4-6, 2024. ****** hit the week before and the hotel had no water, power or phone service. I have tried to get a refund for the $979.23 but they have refused to give me the refund for the room that they could not provide.

      Customer Answer

      Date: 12/17/2024

      This is to inform you that Complaint ID: ******** has been resolved and the hotel is not at fault. This was a priceline problem that the hotel helped me resolve. Regards, ****** *****

      Sent from ****** ***** (*******************************************************************************************************)

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Horrible experience. Unhinged, volatile General Manager *******. He called me screaming and yelling about checking out to clean room. I tried to tell him what I was told by his staff and would be there as soon as I can, but he wasnt interested. His night mangers had not given him the faxed document on 12/10/24 for extension; that he reported he did not receive. Per night mgr we were to leave 12/25 and I was to sign paperwork and exchange keys when she comes in that evening of 12/11/24. Instead of checking to confirm I was truthful. He chose not to be a professional and cause a scene Arms flapping and screaming at the top of his lungs in the lobby where there were customers as I attempted to talk with him, again he was not interested. He cut me off and State Farm adjuster off the Temporary housing contact person off without reason. Totally unhinged It is unbelievable to me how out of control he was. We arrived after 1:00pm. He kept calling the room phone over and over again like something out of a horror movie while we packed to go to another hotel. I felt we were not safe until the police had arrived; He called the police and gave a false statement that we were there all day and refused to leave. He should have been arrested for making a false 911 call. The police concluded ** handled all wrong; a waste of taxpayers money! I have called corporate and filed a complaint which they said they cant do anything about this matter, I do not know why. He also banned me from this location I do not understand the reason. Lucky for us this was temporary housing due to house repairs. Someone else visiting this city of ********* would have been on the streets. Not right to be treated in this manner by anyone! Nevertheless, we received an apology from the ****** police department for ******* Gen **** behavior. My mother and I were clearly racially profiled and it caused us duress that we left our deposit and a few belongings behind.

    • Initial Complaint

      Date:12/10/2024

      Type:Product Issues
      Status:
      Unanswered
      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 ***************************************** the amount of ******. This was apparently for a reservation for October 19th, 2024. Whomever made this reservation gave the wrong name and wrong address, however they had my credit card and phone number. I have reached out to **** ******* with this information and he refuses to credit me. This reservation was NOT made by me. I am seeking a total refund of ******

    • Initial Complaint

      Date:12/09/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      The merchant has charged my **************** for stays that were not had by me/authorized by me. The charges occurred in/around October 2024. I am looking for the registered agent of the Staybridge Suites in ******** MI to submit small claims filings, a refund to my Amex accordingly and for the management at the location to be fully investigated for fraudulent activity.

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 4:00pm on Saturday August 17, 2024 At 4:20pm I hear a loud noise as I am trying to sleep. I got up and I see a person cleaning the carpets on my floor. I questioned the front desk if the noise can stop, of which they said they can make noise until 8pm by policy. I asked for a manager. No manager in site during the weekend. I requested to change floors and it was denied without any explanation. I contacted corporate attached is the conversation I had with corporate and they were not able to help me or stop the noise. The noise did not stop I ended with a migraine and I had to leave the hotel until 8pm. I was unable to rest. Unable to resolve the issue. Unable to speak to anyone about my concerns. Im the customer. I paid for a service that was not provided to me. Poor management and professionalism. At this time I am requesting a full refund.

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Hello - On February 21st, 2024 I booked a room at this hotel by phone. The gentleman on the phone confirmed my rate and said I could cancel or change any portion of my reservation before March 9 or 10. On March 5th, I cancelled the first night (March 12) of my reservation by phone. The lady on the phone confirmed it was done. I asked for a confirmation and she said it would be emailed to me. I received the confirmation email later that day, however, they changed the nightly rate for the rest of my stay March 13, 14, 15 and 16. I immediately called the hotel and they said that's the price. They did not notify me when I cancelled that my rate was changing. I would not have cancelled since the 5 nights were cheaper then the 4 nights I stayed once they changed the rate on me, without advising me. I am attaching a timeline for all that happened and really hope you can help me. In that document are all the emails. I can't believe this hasn't been fixed yet and the hotel keeps ignoring me. I want a refund. My reservation was confirmed at $1014.17 for 5 nights and they charged me $1112.55 for 4 nights. Not only am I disputing the difference in price that I agreed to, Im now fighting the entire charge as compensation for the number of hours spent on emails, and phone calls including hold time and on the phone trying to resolve this what should be a simple matter.

      Business Response

      Date: 11/25/2024

      Marriott's ************************** has contacted the guest to resolve the issue; however, the hotel in question is not part of Marriott International. The guest was informed to refile his complaint with the correct merchant. For this reason, we are closing this case.

       
      ****** ****, Corporate Liaison
      Marriott's **************************

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 got email on December 4th stating I am about to lose status. Called and spoke with agent on December 5th. After explaining I have exceeded the requirements, she said that I don't qualify. If it is stated the requirements, and they are met, then it shouldn't be questioned or be a problem.

    InterContinental Hotels Group is NOT a BBB Accredited Business.

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