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: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.

• 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.

  The incident occurred on November 2, 2024, at the Holiday Inn *********************************. The manager did not want to give a refund, but money has been received. This complaint is written because me and elderly parents were kicked out the hotel for no reason. The management saw nothing they did wrong or anything that was justifiable. I tried to get clarity on the issue, and nothing was provided as to why we got kicked out the hotel, beside we did not provide our personal names to them. I felt like if any additional information was needed it could have been retrieved from the check-in process in which they had it in the computer system once we checked in. My elderly parents were upset and stressed out due to the treatment we were given. I have enclosed a letter with more details as to how we were treated. I would like for someone to reach out to us about this matter to see how we can resolve this issue other than the Hotel themselves.

• Initial Complaint

  Date:11/05/2024

  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.

  Kimpton Theta Hotel New York charged me $573.76 when we used hair straighteners and set off the room sensor. They would not return my calls, management ignored me. I called *** and they said this happened before to other customers and those customers had to get the refunds through their credit card company. My credit card went through **** financial services and they did not give me a refund after multiple attempts to explain what happened. This has caused significant emotional distress and ruined my daughter and her friends high school senior trip. I am a physician and have spent hours and hours dealing with this. *** admitted that their hotel sensors have done this to other customers in the past but they did not help them either with these charges. Their customer service is the worst I have ever experienced. I want not only the refund check but for them to pay for our entire trip. I also want an apology from the hotel management team for destroying my daughters senior trip. I have stayed in hotels all over the world where the management values customer service. This is the worst ********************** experience I have ever had. *** admitted this has happened to other customers yet they continue to remedy the situation.

• Initial Complaint

  Date:11/04/2024

  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 this hotel with my wife from October 21 to 25. On my last night, while I was asleep in bed with my wife, somewhere around 11pm, a man walked into our room. That startled us and we were shaken. When I asked the man how he got into our room, he said that the receptionist gave him the room key. When I went downstairs to confront the receptionist, she apologized because she thought that the room was available and offered a $15 discount. That felt like an insult. We trusted the hotel with our privacy and security but due to staff negligence, the hotel failed in that matter . I or my wife could have been walking out of the shower or having an intimate moment. Things couldve been a lot worse. How can we expect privacy anymore in our own hotel room? We have been trying to reach out to the manager **** ******* over the past week. I have also emailed him and left him a voicemail. Every time we are told that he is not in the office or he will be coming in late or he is on vacation. Inconsistent statements from the person whos been answering our phone. He did not have the courtesy to call us back to apologize or even respond to my email. I left my information on his voicemail and shared it with his receptionist. Due to the lack of communication from the manager, I am writing to BBB to help solve this issue. Our privacy and security was violated and nothing less than a full refund would suffice. Please help us out with this issue. Thank you.

• Initial Complaint

  Date:11/04/2024

  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 ***** I checked into the hotel paying $437 via ***********. That night while take a shower I noticed their was MOLD and Mildew everywhere in the bathroom it was last so I waited until 6:30 am to notify the front desk. She offered to moved me from room 215 to room 303 that morning before 7:30am me and my 10yr old son switched rooms, I then noticed this SECOND room 303 has MOLD and Mildew everywhere as well!!! I advised the front desk clerk and she said I need to call booking to report and a request a refund. The hotel will not issue a refund and the mold is STILL the man factor of this situation!!!!! MOLD can kill you both me and my son have Asthma this is not okay

  Business Response

  Date: 11/20/2024

  *** ************* reached out to ******** *** via email on November 20, 2024. Our agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:10/31/2024

  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.

  the company then i work for reserve and prepaid a 5 nights on CANDLEWOOOD Suites . 9/21 On arrive the front desk at the Lobe ask me to use my personal card for incidents .(normal ) On the day of check out i notice on my bank account the total of $548.68 charge from ********** , i ask at the front desk they said the manager was not at the office . they never call back ,after many times trying call then ,they told me about some issue with price Line .i ask my boss to call price line and Price line call the manager of ********** on 10/2 After this i never heard from ********** again , i am trying to call but the manager its never in there on the time then i call and she never calls back .

  Business Response

  Date: 11/16/2024

  *** ************* reached out to SIDNEI RIBEIRO, via phone, on 30 Oct 2024 and 13 Nov 2024. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved. Case# ***********

• Initial Complaint

  Date:10/28/2024

  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.

  Feeling scammed and disappointed of the violation of hotel policies and my consumer rights. False Advertisement: If the hotel advertised services or amenities that were not provided or were misrepresented. Breach of Contract: Hotels typically enter into a contract with guests when reservations are made, either explicitly or impliedly. If the hotel fails to fulfill its obligations under this contract, such as providing the reserved room type or amenities, it could be considered a breach of contract.Overcharging: If the hotel charged you more than what was agreed upon or advertised, and this was not due to legitimate reasons such as taxes or disclosed fees, it could constitute overcharging.I am requesting a full refund of $266.58 and access to the unused credit from my account. Please understand this is my second complaint notice that I have submitted online, and unfortunately, I have not received a follow-up resolution thus far.