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 461 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

  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:06/04/2025

  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.

  06/01/24-06/02/25 Wrongfully kicked out of the hotel for sitting at a table. *ront desk guy cursed and said the * work in front of my 10 year old daughter then told us we had to leave the vacate immediately Wrongful force and use of power in position. When asked for corporate number he gave us a 1800 number to a male ****** line.

• Initial Complaint

  Date:06/04/2025

  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.

  We booked a room With the holiday inn express in mission valley for a medical appointment in November. I asked about hospital rates was quoted a higher rate than their online rates to just book myself. I was told we would have reduced parking however due to it being a medical appointment.We booked the room Through Priceline as they had the room Type we needed listed. When I arrived I was charged full parking daily. I let them know the hospital and the hospital has codes and rates was told they wouldnt honor that. Breakfast low on items a couple of the days, and the customer service as well are my main issues and complaints. We travel fairly often and choose holiday inn for the reputation of a clean reliable high level of customer service ********************** over another brand especially for this stay. I am very disappointed this hasnt been resolved. ********* can and will refund with their approval. The high parking charges on my card separately also could be resolved.

• Initial Complaint

  Date:06/03/2025

  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 booked a stay at ******************************* ********* (June 57, 2025) on **** site for $872.07. Within 24 hours, I found the same room on ********* for $287/night ($677.68 total). The rate was publicly visible/ bookable. *** denied my Best Price Guarantee claim, stating: A pop-up window appears in which it requires you to get a booking code either via SMS, WhatsApp, or email. That is inaccurate. I never saw such a pop-up. No code or login was required. I have screenshots and a screen recording from the time I submitted my claim clearly showing the rate was public and accessible. *** stated they do not accept guest documentation as part of the verification process. They refused to review the screenshots and video I provided. That evidence clearly supported my claim & proved the rate was publicly accessible. Denying proof makes it impossible to fairly evaluate valid submissions, no matter how clearly the rules were followed. *** took 2 days to respond, then changed their reasoning. They said Super.coms rate had gone up and their own rate was lower. That increase happened after my submission. Their comparison was based on updated prices, not the $287 rate I submitted within the valid 24-hour window. **** BPG Terms state: If you find a lower rate on an eligible, non-IHG website within 24 hours of making your reservation... well match the lower rate. And: Available to the general public you are not required to sign up for any kind of membership or be part of any program, or login to a website, to obtain the rate. (Section 7b) The rate I found met these terms. It was public, required no login, and even appeared on ****** Hotels. While ********* offers a free trial called Super+, I did not activate or use it to access the rate. I followed all the terms, submitted my claim on time, and offered proof. *** delayed their response, changed their explanation, refused to consider my documentation, and ultimately failed to honor their own advertised Best Price Guarantee.

• Initial Complaint

  Date:06/02/2025

  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.

  On June 1, 2025, during the first night of my stay at the Holiday Inn ***********************, I discovered a confirmed bedbug infestation in my room (Room 1611) around 1 a.m. Multiple bugs were found on the bedding while I was attempting to add blankets for my daughter, as the air conditioning was unreasonably cold and could not be adjusted.I immediately reported the issue to hotel staff, but received no meaningful assistance. No proper room change was offered until late the second day, and there was no follow-up communication until I repeatedly escalated the issue myself. As a result, my family, including young children, was exposed to a serious health risk, and we were forced to discard personal items and are now bearing the cost of professional cleaning to avoid bringing bedbugs home.When I raised my concerns to the hotels Director of *************** ************************ I asked whether the hotel would take responsibility for contamination or health impacts resulting from the bedbug exposure. Mr. *********** refused to answer, and when I requested to speak with someone higher, he rudely hung up on me. He also threatened me, saying that if I asked for more than the refund already processed, I would have to talk to **** legal team.The hotel has failed to:Provide a proper apology Offer meaningful compensation for documented damages Respond professionally to a serious guest safety issue I respectfully request:A formal written apology and full refund.A CAD $200 reimbursement for the cost of professional cleaning of our clothing and luggage A CAD $200 reimbursement for the personal items and packages we were forced to discard due to potential contamination I am still open to resolving this directly, but the behavior from hotel management, combined with the unresolved health and property concerns, has left me no choice but to file this formal complaint.

• Initial Complaint

  Date:06/02/2025

  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.

  Had a reservation at this business for 2 nights (may 30 to june 1) for a concert *********** in *********. Our truck was broken into fri night late or Saturday am early. Our passenger side window was shattered. We have to pay $400 to get it fixed. We weren't able to go to the concert due to our window not being there. Had to pay $10 a day for parking when there should be security. There were at least 7 other vehicles broken into as well. It happened the weekend before to other guests. There needs to be something telling guests that this is not a secure place especially if you drive a truck.

• Initial Complaint

  Date:06/01/2025

  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.

  My experience at **************************** Airport was the worst Ive ever had at any hotel, period. As a disabled veteran, I expected basic respect and security, but what I got instead was outright neglect, disrespect, and a complete failure of your staff and security protocols. You should be ashamed of how your establishment treats veterans and paying guests.I had to endure over an hour of people leaning on, touching, and hitting my truck, setting off the alarm twiceall while your contracted security stood by and did absolutely nothing. The entire incident was recorded by my Teslas Sentry Mode, and my wife captured additional footage on her ******** one point, one of the individuals even had the audacity to put their hands on my necka direct physical confrontationand your atrocious security staff didnt even attempt to intervene, didnt call the police, and didnt ask them to back off. They simply stood there and watched. This wasnt just negligence; it was willful inaction and a total failure to protect a guest from physical assault. This is all captured on your own security footage, my Tesla Sentry Mode, and cell phone video.I was ultimately forced to leave the property at 2:30 AM because you allow intoxicated, non-staying individuals to loiter and do whatever they please on your premises with zero accountability. Your hotel is not secureits a lawsuit waiting to happen.The only person who showed any sense of professionalism was ******. He tried to help and deserves recognition. The rest of your team, especially your security, was completely ineffective and dismissive.If I dont receive a full refund and you dont make this right, I will ensure the footage is widely shared. I hope you challenge this, because Id love nothing more than to blast this atrocious place on every social media platform I have access toespecially as a 100% disabled veteran.What happened at your hotel was not just disappointingit was disgraceful.See screenshots

• Initial Complaint

  Date:06/01/2025

  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.

  Hello BBB, I sought to contact *** through their customer service but the website was producing an error and wouldn't work. I booked a hotel at the crown plaza "the hub" in ******,****** from 5/31/2025 to 6/2/2025 and I had to leave early as result of an employee in a restaurant on the fifth floor making fun of my disability and I try to flee from her and she chased me to the elevators. It was very disconcerting. I was in the hotel for around 2 hours then and I decided because the hotel was unsafe and I had been mistreated, I needed to leave. I went to the front desk and a middle-aged man(I don't recall his name) at first suggested that he would talk to the woman and work it out. Since I didn't feel safe, I said I would like to leave and asked for a refund. He said even although I had already checked in and been in the hotel for 2 hours considering the circumstances he would be able to "shorten the stay" and provide a full refund. Although I mentioned I used a third-party website to book(priceline) and he said that I would have to check with them but that no matter what crown point would "make it right". I checked with pricelice and they said they will process a refund however it must be initiated by crown-point, essentially the hotel approves the refund and priceline will process it. After I spoke with the front desk clerk, I took my things and left the hotel(on 5/31/2025) about 5 pm. So please provide the promised refund and hopefully you will improve your website as well. Thank you, *****

• Initial Complaint

  Date:05/29/2025

  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.

  On 4/16/2025, I booked a reservation at the Intercontinental ******************************* in ******* for my daughter and I to stay for her volleyball tournament weekend, dates 6/6/25-6/8/25, totaling $863.42. I chose this hotel for her and I due to ability to use the pool on site. I booked nonrefundable with this in mind, as there was no disclosure that the pool may not be available for our use.I happened to look at the hotels website on 5/24/25, to see that due to an event being hosted at the pool, it will not be accessible to guests during our stay.I immediately called the hotel, and was transferred to one of the managers named TG. He was extremely rude and talking over me. The only consolation he offered me was to use a pool a half mile away, which will not be convenient for my daughter and I. Again, it was not disclosed that the main amenity would be unavailable for our use, otherwise I would never have booked ******** eventually gave me *** Chens email address, who I was told is the director at the Intercontinental.I then emailed her explaining the situation. It is now 5/28 and I still have not heard back from her. I have talked to and been passed around Customer Relations and ************** at *** (the hotels company), and explaining the same story with absolutely no help or solution. I am requesting a refund so I am able to book elsewhere for an enjoyable and memorable experience for my daughter and I.

• Initial Complaint

  Date:05/28/2025

  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.

  IHG hotel in ********** w ** and iHG guest relations **** has been telling us since 1/2/2025 that ***** points would be reimbursed back into our account because of a very bad mattress in our room from a 1/1/2025 stay. 11 times we have called and every time they say they have added the points back in and it will take 1-2 business days for it to show up. Guest relations (in the Philippians) tells us there is no one else we can call to get this straightened out. They are waiting for the accounting ****. They cannot give us the accounting **** number and that guest relations **** is the escalation **** and the complaint ****. No place else for us to call we just have to wait. A case number was assigned to us on 5/1/25 ***********

• Initial Complaint

  Date:05/27/2025

  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 booked a hotel on *** website. I wrote to them when I found a lower price. They never responded. I followed up. Then sent me a claim form which I completed. They said the classic king and king on other site we not similar. Also, they said other website was not worldwide. I have no idea why they wont honor what they actually advertise.