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:11/15/2024

  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 was planning my work retirement party and needing a Hotel for some guests. I called the Holiday Inn Express directly because I was trying to avoid any confusion for the number of room, when each guest would be checking in and out and cost.I kept most of my planning with Jofdan to limit any issues. ****** at one point suggested I speak with her manager Katt to see if I could get a cheaper rate since there were multiple days and rooms involved. I did and that communicates in an email, to which never really answered my question.I proceeded with the quoted rate and reservations I needed with **************** of checheck in I checked in with ****** (who was very kind and courteous. In the middle of my checking in a lady came out from the office and stepped in front of ****** and said while leaning in between ****** and myself and said- "get out of that and follow the cancelation policy "More info and space is needed I was taken back by here disrespect for ****** and to see this behavior infront of customers. The person darted back to the office as quick as she came out with no apology of interruption of our conversation. My friend ***** ******** and I were taken back by the behavior of this person. When I asked ****** who that person was she stated she was her manager and I was shocked, I said that was Katt?and ****** said yes.I said I can't believe she did that to you (******) and right infront of customers.This was on September 12, ******* Seltember 15, 2024 at 4:30 AM. ***** ******** checked out at front desk, turning in her keys, stating she was checking out and complained that the marijuana smell was making her sick.The next morning I was speaking g with ****** and asked for everyone's Bill's for the rooms. She gave me copies of each on. I had given her a list of who was in what room and how many days.After reviewing these I noticed a discrepancy for ***** ********. They had her checked out on September 16 when in fact she checked out at 4:30 AM

• Initial Complaint

  Date:11/14/2024

  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 made a reservation online and they charged my card before check in like they always do. Then when I went to check out, they charged my card a second time without consent and then told me that I still owe'd a bill. The money has already come off my cards and out of my account. I need them to refund the money they stole from me and stop running my card without my consent. I always stay with IHG hotels and this has never been an issue before. The total amount for my stay should have only been ****** and that was charged TWO TIMES, so I need a refund of ******

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 11/09/24 I was in ********* for the evening. I made a last minute decision to stay the night. I booked a hotel room at the Indigo through Priceline. I accidentally booked the wrong date at first ($145 charge) I was to ld by Priceline only the hotel manager could approve a refund. I then went ahead and booked for the correct night and decided to ask the manager about the charge for the incorrect date while I was there. We arrived late that night and were told by the guy at the front desk that he was just the night auditor and had no training in how to access the system to check guests in or make room keys. He was told " no one ever checks in this late it will be fine". After about and hour of contacting priceline repeatedly and them calling the hotel only to have him tell them the same thing and the employee trying and failing to reach a manager, we had to leave the hotel and sleep in our car! We did check with the other hotel in walking distance and the had no vacancy. I called the Indigo at 8:30 the next morning to speak to a manager about the situation and get a refund for both charges but there was still no manager there. The morning desk person took my info and said a manager would call. No one called! After 24 hours I then tracked down the managers email online and sent an email detailing everything and requesting a refund and STILL 4 days later have heard NOTHING.

  Business Response

  Date: 12/04/2024

  Regarding complaint #********, Hotel Indigo has confirmed that they did not take payment for the reservations made by the guest through ************* Therefore, the guest will need to contact ************* directly for a refund of these bookings.

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We reserved 4 day and payed $708.56 to the hotel few weeks in advance.But at the last minutes when I was boarding the airplane, the hotel told me there is no elevator service during my stay.They ask me to canceling my reservation, or changing to another hotel I never heard about. I decided to keep the reservation because I do not have other choice.The hotel promise to keep all other service as normal. I confirm this again at the check in, specially about clean service. But after I assigned the room, it is very dirty and look like not cleaned properly. There is even no enough clean supply. This issue continued for all my stay. Please see the detail as below:1. 8/24/2024, 10PM check in: both washbasin and sheet are very dirty. Even the floor tile is loose.2. 8/25/2024: when I come back at night, both the toilet and sheet are dirty, even I have to ask to change the sheet in early morning.3.The supervisor even blame me make noise in the night. But finally it is proved the voice is from other place. 4. At the early morning of 8/28/2024, I found sheet are extremely dirty. the shower is very dirty also.I get itch and headache every day during my stay.The supervisor use the excuse as I do not allow the clean person to enter my room. But that is not true.I try to discuss this with the supervisor during or after my stay, but the supervisor never talks with me or answer my call. I call few times to ask GM to follow up the issue, but the ** never respond back to me.The hotel did not provide the right service. So I ask the full refund for my reservation.

  Business Response

  Date: 11/13/2024

  *** Received the BBB complaint on November 13, 2024. Unfortunately, the  information provided did not allow us the opportunity for a complete  review. Our ************* team reached out to ******** **** via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We consider this BBB complaint closed.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22549004
  
  I am rejecting this response because: But regarding the business response at 11/13/2024:

  
  

  "MESSAGE FROM BUSINESS:

  
  IHG Received the BBB complaint on November 13, 2024. Unfortunately, the  information provided did not allow us the opportunity for a complete  review. Our ************* team reached out to ******** **** via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We consider this BBB complaint closed."

  
  

  The IHG never reach out to me directly. I did not receive any email from them.
  The information in my complain is very clear. Why the *** can not complete the review. What information is needed?
  
  Anyway, please re-open my case and ask the business to follow up it and provide the response to BBB.
  

  
  
  Sincerely,
  
  Huicheng ****

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 paid for a room that was advertised as having all these amenities but in fact was under construction and in terrible condition. I talked to *** and they offered me ****** member points to make it right and then another manager called the next day and retracted their offer that I have in writing. They are refusing to honor their own word that is in writing and sticking it to me for their false advertising.

  Business Response

  Date: 11/13/2024

  Our social media team and operational manager have already responded to the guest complaint and are actively coordinating with the hotel

  Customer Answer

  Date: 11/13/2024

  This is how they responded, they offered me ****** points and now are refusing to honor that. 
  

  Dear *****,
  
  
  My name is ******, one of the Senior Case Managers from IHG Hotels & Resorts Guest Relations.
  
  
  Following our conversation earlier, and for your records, your concerns have been noted under reference number ***********. Once again, I'm sorry for what you experienced at the Holiday Inn
  *******-**********
  
  
  Rest assured that I have shared your comments with the hotel's ownership and management to help prevent such an experience in the future.
  
  
  As a gesture of apology and in hopes that we will have the opportunity to restore your faith in IHG, I have arranged for ****** IHG One Rewards points to be deposited into your account within 7-10 business days.
  
  
  Thank you once again for letting us know, and I hope this won't deter you from staying with us again.
  
  
  
  
  Kind regards,
  
  
  ****** R
  Senior Case Manager
  Reference No. ***********
  IHG Hotels & Resorts - Guest Relations

  Business Response

  Date: 11/15/2024

  *** ************* reached out to ***** ************* , via
  email, on 11-15-24. Our Agents were able to review the situation and
  provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22548199
  
  I am rejecting this response because: there was never a resolution. They owe me ****** points which I have in writing and I submitted here. Those are not even real responses they are giving. They just say something is resolved when it isnt because I still do not have points owed to me.
  
  Sincerely,
  
  ***** *************

• Initial Complaint

  Date:11/11/2024

  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.

  April 12-14,2024- Stayed at *** in *******-Holiday Inn Express Gadsden. An employee walked in the room while we were still sleep. it was around 9:00AM (I do not know the exact time as we were still sleep. They left out and so fast I could not see who it was, by the time I opened the door the employee was gone. The manager hit our door so hard the entire wall vibrated, scared all of us. She did not see in the system that we had a late check out. However we did, and it was approved the night before. We were with a soccer travel team and there was another soccer mom who went through the same treatment by the manager. . She later apologized. However, she was very rude and disrespectful. May ***** 2024. We checked into Holiday Inn Club Vacations **********************, we were staying one night before our cruise. We put everything in our room, I had to put a towel up to the door because I saw a lizard go under the door to the room next to us. The gap between the door and floor was so big that even a snake could fit through it. We shopped for our last minute items and did not get back to our room until after 10;00pm. When I let out the sofa bed, it was filthy, there was even a *****. There was no one at the front desk. Security said I had to wait until in the morning. I called the *** 800 number several times that night. No one would help. 4 of us had to sleep in the same bad that night. We were so tired when we got on the ship that we slept the entire first day. They said they would have someone from the corporate office call me, and never did. I spoke to the manager when we returned from the cruise. She gave me a voucher that I could use within a year, which is not help because I won't be in ******* before the voucher expires. She told me she put in a request to return my points I never received them. The 800 told me again they would have someone from corporate call me, as of today 11/11/2024. Pictures attached.

• Initial Complaint

  Date:11/10/2024

  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.

  Im filing a complaint due to a billing error and unresponsive customer service at this **********************. I checked in on November 1 for a room that was fully prepaid through ***********. At check-in, I was mistakenly charged an additional $325.45, instead of a small hold, due to an error by the front desk staff. When I pointed this out, I was assured by two different employees that the charge would be *********** checkout on November 3, I confirmed with the staff that this duplicate charge would fall off my account. However, the charge was processed on that same day. When I called the hotel to address this, the staff claimed that the charge was intentional, saying I had no right to a refund, and that the original payer would need to request reimbursement from Booking.com.Since then, I have written to the hotel manager twice by email, yet I have received no response. When I call to follow up, the receptionist only tells me that I need to speak to the manager, who can only be reached by email. This runaround has been frustrating and unprofessional.I am requesting a full refund for the erroneous charge of $325.45 and expect confirmation that the hotel has taken steps to address these billing and communication issues. This experience has been completely unacceptable, and I would not want others to face similar treatment.

• Initial Complaint

  Date:11/10/2024

  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 March 15 and ************************** room 501. My issue is, I went to the front desk twice for air conditioning issues that remained unresolved. It was extremely uncomfortable in the room and difficult to sleep due to the heat and humidity. There was a water leak in the ceiling of the shower and we explained that there was a bunch of mold on the ceiling tile. I believe the leak may have been fixed while we were out for the afternoon of the 15th yet the moldy ceiling tile remained in our room. The lady at the front desk I spoke with both times was very nice and offered to get maintenance to my room immediately however two of the 3 problems remain unchanged and I nobody reached out to me to explain why they did not get fixed or to offer a solution. Furthermore, whoever did come to our room while we were out, left filthy foot prints on the shower **** and shower. I was given a name and number for the manager **** ****** ************** Manager ************ ************************* However, despite my calls to him, he would only reply by email and ultimately failed to provide any resolution whatsoever. I believe they should have refunded my stay due to the unsanitary conditions. ***** IHG points were used for this stay. I am a loyal member and would just like for them to take responsibility.

• Initial Complaint

  Date:11/07/2024

  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 booked a package deal through Priceline that included a flight, hotel, and rental car. Due to Hurricane ******, I successfully was able canceled the flight and car rental, but Im encountering difficulty canceling the hotel reservation. Priceline informed me that the hotels general manager, Den, is not allowing the cancellation. On October 6, 2024, I spoke with Den, who advised me to dispute the charges with my credit card company and let Priceline handle the situation, as they have a contract with his hotel. I feel this approach is inappropriate. I also mentioned that my husband is an *** member, and I believe there should be no reason why the reservation cannot be canceled.

• Initial Complaint

  Date:11/07/2024

  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.

  Complaint: Unacceptable Stay and Refund Issue at Holiday Inn Express ************************************ hotel *Booking Details:*- Booking Reference: ************** - Hotel: Holiday Inn Express ************************************ Hotel - Location: ******************************************** - Dates: November 1, 2024 (1 night stay)- Booking Platform: ************************** *Issue Summary:*I am writing to express my disappointment and frustration with my recent stay at the Holiday Inn Express ****************************, an IGH hotel which failed to meet the advertised standards and resulted in a disastrous 50th birthday celebration with my daughter.*Room Issues:*Upon checking in, I found the room to be:- Dirty and unclean - Extremely small for two people - Equipped with a queen-sized bed (instead of the advertised king-sized bed)- ************************** and air conditioner - Non-functional room phone *Request for Room Change and Resolution:*Despite immediately requesting a room change, the reception claimed the hotel was fully booked and unable to accommodate my request. They suggested checking out the next day if I was unhappy.*Early Departure and Refund Request:*Due to the unacceptable conditions, I checked out the next morning after a sleepless night *Refund Dispute:*************************** initially promised to request a refund but ultimately informed me that the hotel did not approve it. I was charged $507.47 for the one night stay, exceeding the regular price per night of under $200 USD.*Complaint:*I complain about:1. Misrepresentation of room conditions on (link unavailable)'s website.2. Failure to provide a suitable room upon request.3. Poor customer service.4. Overcharging ($507.47 vs. under $200 USD regular price).5. Refusal to refund the $507.47 charge.*Resolution Requested:*I demand IGH hotel 1. Full refund of $507.47 for the one night stay that was charged by IGH hotel 2. Compensation for distress caused by the hotel's failure.