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:10/04/2024

  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.

  I stayed at this property on 9/3/2024. In addition to my company being directly billed for the room charge my personal card was also charged for the full price of the room and for the $25 incidental hold. In dealing with the manager she was able to correct and refund the erroneous room charge. The $25 has not been returned. The manager asked for my credit card statement which I provided showing the charge. My repeated attempts at email communication has been ignored. My multiple phone calls always end with being told ******* the manager is not in or she is on vacation. I was told three times she would call me back yet still has not. I would like to get this resolved as it has been a month now with no results.

• Initial Complaint

  Date:10/03/2024

  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.

  This business has failed to provide me with a receipt from my stay (I checked out 12 days ago). Their phone goes unanswered, my email has not been returned, and all attempts to acquire a copy of my folio through ***/corporate have been unsuccessful. I need a receipt for my stay for expense reimbursement.

• Initial Complaint

  Date:10/02/2024

  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.

  It is unfortunate that you decided to black-out a weekend booking on September 30, 2024, long after our verified booking on November 8, 2023. Confirmation #********. ********, your front desk manager, explained your new leadership is no longer taking any military bookings at your hotel. This was not accurate information (see screenshots attached of two different future dates with military options). It is clear your priority is solely financial gain on a homecoming college football weekend. Your priority should be on customer service, honoring your bookings before your delayed decision to black-out, and showing respect to this nations military. Referencing your very own website on reservation guarantee: Reservations Guarantee If a reservation can't be honored, the hotel will provide a room and transportation to a comparable hotel. The hotel will also pay for the first night's lodging, plus tax, and refund any advance deposit. Reservations must be secured with a credit card to be eligible for this guarantee.Please reference Holiday Inn Corporate Case #*********** for a better attempt to resolve this situation for our family. In the meantime, I am requesting a copy of your hotel policy on hotel involuntary cancellations. IMG_3327.jpeg IMG_3328.jpeg Sincerely, *** ***** **********

• Initial Complaint

  Date:10/01/2024

  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 called ************ for reservation at Holiday Inn Express in ********** WI. Was told no rms available, but I could get a room next door and was assured I could walk over. It actually was over a mile away. I am over 86 and didn't have a car. So could not use. All phone calls to this apparent booking service were not returned. I was scammed.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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 September 30, 2024 I contacted *** customer care because someone hacked into my account and changed the email address associated with my profile. Apparently this is very easy to do and something that needs to be looked into. **************** frozen my account and stated no points would be coming out of my account. A few moments after getting off the phone with customer service, I received an email from *** stating that I had reserved a hotel 1200 miles away from me. The main guest was me and the other guest was NOT anyone I have ever known. I have spent 3 hours trying to resolve this. I even called the hotel and spoke to someone who was less concerned that someone was committing fraud and suggested I contact customer service again. Is this how *** treats fraud calls? Very very poor service. I explained to the person that in 15 minutes that someone was going to check in using my account and to contact the front desk. They put me on a brief hold then "disconnected from me" how shocking that someone didn't want to do their job. They were staying at *************************************** Midtown. Anyone reading this should probably avoid this hotel because they didn't care about what was happening. Probably someone from that hotel was committing the fraud. *** should have better fraud prevention. 3 hours and counting on the phone trying to resolve this is absolutely horrible. The customer service PEOPLE I spoke to from *** were out of the country and really didn't seem to care about *****. Keep jobs in ******* then people will address these issues better. Of course I tried to call the hotel back again to let them know about the ***** but they dropped the call again. Imagine this!!!! Absolutely horrible horrible customer service all around. Horrible! But I did get an email from customer care offering me a 4 day 3 night ********************** Club package for $249. I would love to get money for my points and stop using *** Brand of hotels ever again. Just bad customer service.

• Initial Complaint

  Date:09/30/2024

  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 had a reservation through *****, at Holiday Inn ******************* for 9/6/24 -9/8/24. When we ****** ***** (who's the name it was under), went to check in, we 1st notice the smell of smoke in the lobby. The mgr (******) made a rude comment in a rude tone, "people smoke outside the doors, that's why the scent is in the lobby". NO excuse in my opinion. They gave us the room key (room 613). We went to the room, and found several things showing it was NOT inhabitable for us! We took pictures of the hole in tub, a brown ring around the tub faucet ring (looks *****). The chair at desk had most of the material worn off, handles in bathroom are all *****, among other issues.. We went back to lobby to show them the pictures, which is why we wanted to cancel our reservation. One of the ladies went up to the room to confirm. She came back and confirmed yes, that's what we saw in the room. The mgr (******), began being very rude, belligerent, threatening violence against ****** *****, who was trying to talk to him calmly, and mgr kept arguing with him, making threats, instead of trying to resolve the issue by offering another room! Before we left, MGR said, reservation was cancelled, but gave us no paperwork to show it! We were so shocked at what we had to deal with, we got out of there as fast as we could. We were there in **********, for my sister-in-law's funeral & had to deal with the most awful experience at this dirty, needing a remodel, hotel! Then I get back home to *******, and find my bank account was charged for the stay that didn't happen! I've been trying to get ********** bank, to work with them & get my refund to no avail!! They all keep saying the hotel is refusing to refund my money! We didn't even stay there! The hotel won't even send me (I've called 3 times to request) paperwork to show it was cancelled! BBB, PLEASE help me get my money back that they basically stole, for a reservation that was NOT used due to conditions in the hotel room!!!!

  Customer Answer

  Date: 09/30/2024

  The reservation was in ****** ******* name, but I MADE THE RESERVATION AS A THE PERSON PAYING FOR THE HOTEL STAY, TO STAY THERE WITH ****** *****!!!!   THE CHARGE WAS TO MY ACCOUNT, ****** *****!!! 

   

• Initial Complaint

  Date:09/29/2024

  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.

  Dear *********** am writing to seek your assistance regarding an issue I have encountered with my ************* Rewards Premier Credit Card.Since receiving the card in May 2024, I have been looking forward to utilizing the benefit of receiving $25 in ************************** Cash credit twice a yearonce in January and once in July. Unfortunately, I have not received any credit to date.I have reached out to *** representatives multiple times, and they confirmed that my *** account is linked with my *************** account **********. However, *** One Rewards representatives seemed unaware of this benefit. I have also contacted **********, and their supervisors have opened several investigation cases. They concluded that it is **** responsibility to issue the credit and have sent an email to the appropriate team at ***, along with the necessary authorization to process the credit. I received some responses from *** regarding possible solutions to my issue, but they directed me to contact *************** directly. However, *************** believes the benefit **** their responsibility and advised me to reach out to *** again. As a result, I've been contacting various representatives multiple times, but unfortunately, no one has been able to assist me.Could you please look into this matter and assist in issuing the missing $50 credit? I suspect this may be related to an IT issue. Also I really hope this issue can be fully solved so that I will continue to receive the benefit in the future.Thank you for your attention to this matter. I appreciate your help!

• Initial Complaint

  Date:09/28/2024

  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 the Holiday Inn in **************** from September 22 - 26. I was put in a room on the 6th floor at first. It was hot in the room, so we turned on the A/C and turned it as low as possible. I chose this hotel because it offered air conditioning unlike some other hotels in the area. We left the room and came back at around 1 am and it was still just as hot as when we left. I asked the front desk to help us out with the issue and their solution was to open a window and have a us sign a form saying the hotel wont be liable if we jump out. Thats ridiculous in and of itself, but we paid for A/C, so I want A/C, not just an open window in an already hot room. I asked them to just switch our rooms and they expected us to wait until morning for them to sort it out, which isnt a solution because I cant sleep in the heat. They said that they had been having issues with their air conditioning and no one had come to fix it yet. They finally switched our room to a room on the 5th floor, which was still hot, but less hot than the 6th floor. This room was just gross. There was mold in the crevices of the shower, the toilet wasnt clean and there was grime all over the bathroom. These rooms were far too expensive to have moldy bathroom showers, it was absolutely disgusting. I brought it up to front desk staff and nothing was done about it. The door didnt latch properly. There was a bar bolt but if you just pulled the door it passes it, which is useless and made me feel totally unsafe. It was such a disappointing stay.

• Initial Complaint

  Date:09/27/2024

  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 was erroneously charged $2,000 stemming from a stay at Staybridge Suites. I checked in 7/5/24 and checked out 7/7/24. The next day 7/8/24, I noticed an unauthorized charge to my credit card. I contacted the merchant the same day to inform them of the charges. I was notified that the charges stemmed from damage done to the room. I advised them that I did not damage the room and asked if they could provide specifics on the type of damage and pictures. They said they did not have pictures, and I would have to call back to speak with the manager. I left my number and email address with the front desk but never received a response from the manager. I called several times to speak with the manager but never received a response. On 9/24/24, 79 days after the initial my initial call, my wife received a call from the hotel manager (******), who stated he just took over as the General Manager 14 days ago and had reviewed the case. He stated previous management noted damage to restroom tiles, a broken curtain rod, and a cracked stovetop. My wife explained that we did not cause any of the damages in question and we had not even used the stove. The manager stated he would look into the incident further and give us a call back. We received a call from ****** on 9/27/24 stating the charges would remain on the card due to them being approved by corporate. We have yet to see any pictures or video of the alleged damage. Given our horrible experience, we searched ****** reviews to see if other patrons had similar experiences. Several of the reviews also noted unauthorized credit card charges, uncooperative management, theft by staff, various damage noted around the hotel, and numerous other issues. The charges assessed to my credit card are fraudulent and unjustified.

• Initial Complaint

  Date:09/25/2024

  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.

  Stayed at there even hotel in ****************** area of ******* and there was hair all over the bathroom like someone shaved there head and no one cleaned it also the bed had stains on it to the point I went and purchased my own bedding for The bed.