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:09/25/2024

  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 booked a reservation at Holiday Inn Express ****************** through Expedia for 4/20-4/23. Itinerary ************** for my father, ***** *******. I check out of the hotel on 4/21 and have written documentation from Expedia Claim S#*********. The hotel's phone and internet was out and the manager is unresponsive in resolving this matter. As of today 9/25 Expedia is still stating theyre waiting to hear back from ***. I would like to a refund for 4/21 and 4/22 it is illegal to charge someone for services that they didnt receive. Case id with *********************************

• 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.

  Stay at the Holiday Inn Express located at ******************************************************************** for two nights. On the 19th of September of 2024 check-in was put into room 242 which was double beds room. I was woken up around 3am itching. Check on my 10 year old that was asleep next to me in the bed. Thats when I discovered a bed bug crawling on the headboard of the bed my daughter was sleeping in. I end up killing the bug woke my 10 year old up who was freaking out because she were bitten up also. Never experienced anything like this. I contact *** customer service to file a complaint was informed that I need to reach out to ********** of property. Called on 09/21/24 informed me ********** wont be in until Monday. Contact ********** on 09/23/204 talk to manager by name of Key explain to her what happened while staying on property. I was told that she need to investigate and she ask if I could send pictures to email (I did take pictures of bug on headboard but what would have happen if I didnt take a picture) I send her three pictures and a video and my contact information. All I ask for is a refund for one of days I stayed however I did stay two days. Now its 09/25/2024 no reply from the email that was sent and no follow up call from manager Key or any ********** at this point. Bed bugs bit dont just go away its 6 days later my 10 year old and I still dealing with the bits from the bed bugs ugh. Disgusting ********** sound so unbothered I didnt even get an apology for the horrible experience while staying at this hotel. I just want my refund and to inform others of this experience.

• Initial Complaint

  Date:09/24/2024

  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.

  Subject: Complaint Regarding Denied Refund from Crowne Plaza Hotel, Hotwire, and CashApp Account Closure**Dear ************************ am writing to formally submit a complaint regarding my recent experience with Crowne Plaza Hotel, Hotwire, and CashApp. The issue began when I made a reservation through Hotwire for Crowne Plaza Hotel, with the payment of $1,256.82 processed via CashApp.Due to unforeseen circumstances, I contacted Crowne Plaza to cancel my reservation and was informed that I would receive a refund. However, despite canceling in advance and never checking in, Crowne Plaza has refused to issue a refund. Additionally, Hotwire, through whom the reservation was made, has been uncooperative in assisting with this matter, failing to facilitate the refund or provide adequate support. This has caused significant financial distress.Furthermore, after requesting a refund, ******* closed my account without prior notice, creating additional financial and logistical difficulties.I kindly request the BBBs assistance in resolving this matter with all three companies. A fair resolution would include:1. A full refund of $1,256.82 from Crowne Plaza Hotel and Hotwire.2. The reopening of my CashApp account, which was unjustly closed.3. Reimbursement of any fees or penalties associated with this issue.4. A written confirmation from all companies acknowledging their actions and outlining the resolution steps.Thank you for your time and assistance. I look forward to your help in facilitating a fair resolution to this issue.Sincerely, ***** ****** **********************

• Initial Complaint

  Date:09/23/2024

  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 11/15/23, I reserved 8 rooms at the Holiday Inn in *********, ** for October 17, 2024 - October 20, 2024.On 9/20/2024 at 11:18 PM an attempt was made to debit card for the amount of $617.64, which was not even the amount that my per total charge for each room was for.Prior to trying to be charged I called the Greenwood location on 9/20 at 9:33 AM and spoke with a front desk *** because I heard rumors they were going to be charging the full rate for all reservations for that weekend. Which is ridiculous because I did not reserve my rooms under an advanced payment rate but the flexible rate instead.I called and attempted to speak with the manager prior to 9/20 also on 9/17 and 9/18, which I have records to show that. However, I was giving the runaround each time and the manager never called me back.The front desk *** I spoke with on 9/20 told me that I would be charged the full rate for only one room but assured me that someone would call me if my card did not process since I keep my debit cards lock. However, no one attempted to contact me at all After the failed charge attempt I checked my email and all 8 of my room reservations were cancelled.I called the hotel immediately and the front desk *** stated I will have to call back Saturday morning to discuss when the next *** come in. I called then and was told it was a corporate decision to charge all reservations up front for that weekend regardless of the terms I agreed to at the time I made the reservation. This is so disappointing on all levels. I have now been on hold for over 45 minutes with the Greenwood hotel location waiting for the manager to come to the phone. *** this is extremely bad business from one of your locations with extremely poor customer service. I have NEVER had my reservation terms I agreed to switched before and especially without any prior notice. I would like to have my reservations reinstated for the same amount I reserved them for in 11/23.

• Initial Complaint

  Date:09/22/2024

  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 will never again patronize this hotel or any property under the *** brand. Amid the already stressful experience of moving, I sought refuge in this hotel, only to have my stress compounded and my plans jeopardized. I booked and prepaid for my stay through Expedia, only to discover at checkout that the hotel had inexplicably charged an additional $900 to my account. When I called for an explanation, I was met with utter incompetence. The first ****** I spoke to could not even locate the charges. This was an unacceptable response given the seriousness of the matter. Upon pressing further, another individual managed to find only one of the charges and initiated a refund. I was told the remaining charges would fall off, now I am forced to wait to see if thats even accurate information. This level of negligence is beyond comprehension. Had I not insisted on clarification, I would have never known I was owed money. The most exasperating aspect of this ordeal is the inconvenience I now face: depending on how long this refund takes, I may be unable to complete my move, as the funds wrongfully taken were essential for my plans. This egregious mistake is not only negligent but has caused me significant hardship.

• Initial Complaint

  Date:09/19/2024

  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 August 6th, I made a reservation for the Crowne Plaza in ***************. Later that day, I found a matching room on another website that was identical but at a lower rate.IHG has a "Best Rate Guaranteed" policy, in which they GUARANTEE that their direct price will be the best, or they will match the lower price and offer 5X rewards points.I submitted a claim clearly showing that the room was identical and that the new price I found was better. This claim was rejected, even after I emailed back and forth for a day or two with their Best Price Guarantee Claim team. They continually rejected a valid claim.Out of frustration, I cancelled the reservation and booked with another hotel ********** Price Guarantee - Reference No. *********** Hotel Confirmation Number: ******** Name: ****** ****** IHG Rewards Club Number: *********

• Initial Complaint

  Date:09/18/2024

  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.

  There was a storm on the East coast in North ********* Reservations were made for a trip back from ******* to ***************. Reservation made on 9/15/2024 for 9/16/2024. Could not drive to the hotel due to the bad weather. Hotel will not refund the my credit card. A confirmation email for this booking was never received from this hotel.

• Initial Complaint

  Date:09/17/2024

  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.

  I had booked my stay for 9/19/24 - 9/23/24. Due to flooding in the area I am currently in, I called to modify my reservation dates. I called over 10 times and spent several hours on hold for the manager named *******, as I was told by numerous people that I had to be transferred to another person or a manager to modify my reservation. Each time I was transferred somewhere else, I always ended up back at the main menu asked to choose reservations again. I was so frustrated by the nonexistent customer service that I canceled my reservation today, 9/17/24 and then found out that they charged me for the first night and would not refund me. If I had been able to speak with someone who would help me, I would not have cancelled my stay, so to be charged for a night at a hotel that would never even help me modify my reservation is ridiculous and unethical. I would like my money fully refunded, as this was the worst hotel customer service experience I have ever had!

• Initial Complaint

  Date:09/16/2024

  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 spoke to ******* on 8/31/24 case # *********** at ********** . My IHG number is *********. On Feb28,2024 I booked information ******** and ******** For two rooms hotel stay 9/25/24 to 19/2/24 .on August ******* This was changed to 9/26/24 to 9/30/24.The computer correctly charged 28k for 9/26, 29k for 9/27. But there was a problem when 9/28 and 9/29 instead of 25 k . It was charged 54 k per room Interesting enough if the computer had put 9/28/24 as zero and 9/29 would be still 25 k so I was overcharged 29k for two confirmations ******** and ********.I expained this and ****** said she would get me credit of ****** points times two for two rooms or credit ****** points .To date , I have not received the ****** points to my account.Note on 8/31/24 you can see 9/28/24 is 49.9 from table not 54 k . I explained this to *** with multiple emails and they did give me ***** points but feel ******* had promised me ***** points . And if you look at August ******* table 9/29/24 was only 45.9 not 54 . So there something thats not fair on their computer booking I am upset that ******* promised a refund of ***** and its not being honored Then overcharge of 9/28/24 for per night 54 minus 45.9 is 8.1 . Two rooms is 16.2 which is a difference of ****** points . *** should have got *** a refund of ***** points but had given ***** points I had sent that a minimum they should havent given me ****** points refund After many emails with no further response I would like to have you look into this matter

• Initial Complaint

  Date:09/14/2024

  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.

  Im from the **. I stayed at the intercontinental ******* hotel. On my first day I asked if concierge was free or had extra charges for booking tickets they said no. I asked if they use premium broker or search online for best deals, they said they do latter. So I let them advise me on rhe best deal The concierge made me believe he was speaking to the theatre directly & had their website up. He told me my ticket was the best price at $375 & advised me to go to a restaurant for dinner. I told him I wanted to feel safe as Im alone & wearing expensive ********************* took his advice& went to the restaurant that was in the theatre district located in the subway. I felt unsafe but I went downstairs to the restaurant as I didnt know where else to go. I felt unsafe, people staring at me as I was very overdressed with expensive **************** MJ tickets for that night cost $200 in row A and B, my ticket was for row T. I called the concierge (see time of call) asked him not to proceed with the ticket as he had not yet sent ******* given cash. He scared me so I didnt push it. Then the ticket got sent (see picture). My seat was awful and the staff showed me the prices on their board, my seat cost $120 & not $375!I complained to the hotel manager that night & the next day. the manager in the evening spoke to me like I was dirt & refused to apologise, care about the conduct of his staff, have duty of care by me & threatened me when I said Id share my story. I met him in the ********** made me cry as he refused to let me leave without losing the money I had paid for the room, then as people saw he said hed let me leave without further charges. I told him Id complain & he sent me the email screenshots.The hotel were not shocked by my story & wanted to get rid of me for raising it. I was misled, there is no signage to say concierge charge x3 or fees associated, use an expensive broker & take advantage of tourists & was not given a break down of the charges.