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.

close

Find a Location

InterContinental Hotels Group has 460 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/04/2024

  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.

  My friend purchased a hotel room for me on ******* . *** supplied my credit card for incidentals and was told there was $150 fee that would be returned. This was on 11/29 . I checked my bank account today 12 one and theres two transactions from the business one for 250 and an additional pending charge of $100. Thats a total of $350 on what was supposed to be $150 returned incidental fee Have tried reaching the business could not get through to anyone on the phone when I did get through to somebody on the phone. They told me it would be 48 hours and hung up on me before I was able to get a confirmation number of the report so as of now I am out $350 on top of whatever my friend spent on the hotel for us to come visit for the holidays. My booking number is through ******* and will be provided below

• Initial Complaint

  Date:12/02/2024

  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.

  I have reached out via email and phone to Tera and have received no response in regards to my overnight stay. Attached are pictures of the bed skirting that I found upon check in to our first room. After notifying the front desk about this they told me this was a stain and asked if I was ok with this. NO there is a blood stain and the the black flaked off. This is evidence of BED BUGS!!! After being moved to the room next door there were several light bulbs that were out, and the room wasn't that clean. Upon check out I asked what they could do to help comp our bill due to everything that had happened. I was told that I needed to speak with the manger. Multiple calls, and emails have been sent with no return call from the Manager or General Manager. This is BELOW standards for anyone much less a frequent customer of ***.

• Initial Complaint

  Date:12/02/2024

  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.

  On 11/29/24 at 11:41 after coming into contact with a woman from guest services while exiting my room, I was charged another $50 apart from the $177.74 Id already paid for my stay.I spend $40,000 a year with IHG hotels and have never had any issue like this. Primarily because I do not smoke in hotel rooms. Im sure theres camera footage showing me going out to smoke a cigarette that morning because again, I do not smoke in hotel rooms.When I called the hotel to find out why this charge had occurred, I was told Id smoked marijuana in the room.. which I had not. Id smoked the evening before at a friends house so of course my wool coat and likely some of my other belongings smelled like marijuana still. I occupied the room for a total of 10 hours, most of which I was sleeping, then got up, got my belongings together and checked out. I asked that if I had smoked in the room, wouldnt the smoke detector have gone off? Wouldnt the hallway smell like marijuana as well? Complaints from other guests? Evidence such as ash, weed residue, or something similar in the garbage can in my room? None of which was found, yet the woman continued insisting Id smoked in the room because the woman Id opened the door to prior to leaving smelled weed on my clothing.

• Initial Complaint

  Date:11/26/2024

  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.

  I stayed at ***/Iberostar Jamaica on 11/15 to 11/20/24. It was the worst hotel experience ever. I reached out to both ***/Iberostar and both of them have not offered me a reasonable resolution. ********* did offer me a 1 night free stay at their hotel. I explained that I do not want to go back to here and it will cost me thousands of dollars to redeem a 1 free night stay considering I live in the **. The hotel stay was abysmal. The place is not well maintained and worn down. But the biggest issue was the service. It was an all-inclusive and the workers were on strike so there were closed restaurants on different nights (that were expected to be open) and a lack of workers across the property at bars/etc.. Another big part of an all-inclusive is the room service. I did not get through to room service one time while there. I had to call the front desk or guest services. And every time the order just wouldn't show up or was wrong or was missing things. I just don't get it. oSecurity did not check any information when entering property (standard generally)o4/5 drinks are terrible. Ordered 3 of same drink and all 3 came out different colors (this was almost every time)oOrdered drinks from pool via QR code and never came (told the next day system didnt work) - why was it even an option?oPool bar was literally infested with bees. To the point I didnt want to go near it.oOnly lobby bar open in evening and takes ****************************************** to get him a burger for lunch oVendors all over beach bothering patrons oPigeons on outdoor eating tables all day o90% of employees didnt address us. We would walk up to a restaurant or grill and stand there and the workers wouldnt even acknowledge us or ask what we needed/wanted.. it was awkward every time. We did stay at the hotel as we couldn't switch hotels (we tried to look but couldn't work it out) so I'm unsure what the appropriate compensation is but they've offered nothing.

• Initial Complaint

  Date:11/25/2024

  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.

  I am writing to express my disappointment with the way my recent experience with one of the *** hotels has been handled. My account with *** was recently hacked, and as a result, my reservation was canceled and hackers did try to use my points to buy iPhone . Despite explaining the situation and providing the necessary details to your team, I have been informed that my reservation cannot be reinstated using my points. This situation is deeply frustrating, especially as the issue arose through no fault of my own. I chose that hotel for its reputation and service, and this experience has been far from satisfactory. Investigate how my account was hacked (No 2 steps verification at *** website) and provide assurances that your system is secure. I believe it is your responsibility to ensure the security of your customers accounts and to provide support when issues like this occur. I trust that you will resolve this matter promptly. Please contact me at your earliest convenience to confirm how you plan to address this issue.

• Initial Complaint

  Date:11/25/2024

  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.

  This was absolutely the worst hotel experience in my life. I came to ******** with my sister on a bereavement trip. We booked the room for the night and when we woke up the next day we called the front desk to extend our stay for another night. Not only did they not extend our stay as requested and agreed upon, when we got back that day from trying to take care of our bereaved family this hotel had removed our things out of our room and gave away our room. We felt very violated that they threw all of our things carelessly into our suitcases and touched all of our things. We spoke to the front desk manager and the hotel manager to let them know that we requested another night and dont appreciate them removing our things. They did not care and had horrible attitudes. We are senior citizens from out of state and they left us out in the cold and the rain during a very difficult time . We will never stay at another Holiday Inn or IHG property. Shame on you and your horrible inconsiderate staff including ****, ***** ****** rude front desk manager, some other rude girl , and most of all the manager ******* *****. Not even an apology . We paid for a double bed room and the manager ***** told us he would charge us a single King bed room which is unacceptable. We paid for a double because there were two of us. I want the money I paid comped for the horrific experience we had. Very inhospitable. In addition we had drinks we paid for in the refrigerator that we did not get back and donuts that they squished when they threw things on top of them in our suitcases which they NEVER should have put their hands on our personal belongings.

• Initial Complaint

  Date:11/24/2024

  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.

  *** reward **** not able to Help me to apply my free earned ***** night towards my reservation - I am platinum elite and wanted just utilize my night on the next reservation -So its counted .IHG not caring for customer and very selfish

• Initial Complaint

  Date:11/21/2024

  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.

  I checked into this hotel on November 6th. On the day I left the hotel on November 7th, I asked if I could extend my check-out time by two hours. They told me that it was not possible and could only be extended by one hour until 12 pm. However, they did not inform me at the time that there would be an additional fee for extending the check-out time. After I checked out, they maliciously deducted $100 from my credit card. I am very angry about this. If there is an additional fee for extending the check-out time, please let me know immediately and I demand that they refund this amount to me.

• Initial Complaint

  Date:11/21/2024

  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.

  Can you please help me in an overcharge at Holiday Inn at ********** , *******. I was charged ****** For a 2 night stay with an agreement of paying $******. I was correctly initially charged for ****** ( (including the ***** to be returned)Then the Hotel charged my card again overnight, while I was sleeping. I woke up Nov 15th and ****** was charged without my approval, or giving them my card. I showed the double charge to front desk and was informed by Ms ******* the second charge of ****** doesnt even show in the computer, even after I showed them the double charge. per speaking with manager , thats a bank issue, call my bank. The hold is for ****** ONLY.Through heavy phone volume and waiting over 30 mins with my bank, they informed me, its pending, wait till officially charged. I eventually called Holiday Inn Corporate and a very helpful young lady who called the hotel and was informed that the overcharged of ****** ( but minutes before I was told it didnt show in computer) would be refunded a few days after checkout. Holiday Inn Complaint Case # *********** Since Holiday Inn Corporate informed the hotel of the complaint of the second charge of $******* the hotel SWITCHED and used the ****** as payment, returned ***** ****************) and kept the initial ******so now the overcharge is even more, $******* as seen below. Why is this being done purposely?Well, I have checked out on Nov 16 and as of today, Thursday, Nov. 21, (after 3 full business day) I have yet to receive the now $****** overcharge. $****** on Nov 14. Charged $****** on Nov 15 charged Of the $676.90 billed, a total of $****** on Nov 15 was added overcharged for a 2 night agreement of $******. I am sincerely requesting assistance in the return of the $****** overcharge The $****** has been on hold erroneously for 7 days As of today, ****** and ****** , totalling $651.90 charged when it shouldve been only $******* why? Please help me get my $****** back.

• Initial Complaint

  Date:11/19/2024

  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.

  I am writing to formally express my dissatisfaction with my recent stay at the InterContinental - ********* from November 8 to November 15.On November 9, I requested the delivery of a refrigerator to my room. Upon its arrival, I placed some fresh fruit that I had purchased inside. Later that evening, when I opened the refrigerator to retrieve some fruit, I was shocked to find a cockroach retreating from within (images attached for your reference).After discovering this issue, I promptly contacted hotel personnel to explain the situation. Unfortunately, the response I received was unsatisfactory. I was informed that a meeting would be scheduled for later in the week.On November 13, I met with Aiko, the manager on duty. During our discussion, we reached an agreement on the following resolutions: 1) a room upgrade for the remainder of my stay, 2) a complimentary one-night stay, and 3) a complimentary meal.However, upon reviewing my credit card statement, I was dismayed to find that I was charged for both the one-night stay and the meal, contrary to our agreement.I kindly request that this issue be resolved promptly. I look forward to your swift response to rectify this matter.Thank you for your attention to this issue.