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: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.

• Initial Complaint

  Date:09/13/2024

  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.

  Date of transaction: July 18 We booked the hotel for 3 nights starting on July 18 and checking out on July 21st. Approximately 45 minutes after checking in, the hotels power went off and they could not provide me a clear estimate of how long it would be before the electricity came back on. (They mentioned 6-12 hours possibly.) Therefore they could not provide the amenities they offer such as air conditioning and WiFi. We preferred to speak to front desk manager to check out and go to another hotel as we have a toddler with us and it was extremely hot. We were told by attending representative there, that the manager, *****, was in her car. He called her in front of us to let her know that we wanted to check out and speak with her but she refused to come inside and asked that we leave our contact information instead, which we did. We were never contacted by ***** or anyone and our card was still charged for 3 nights, even though we did not stay a single night. I reached out to ***** and sent her video evidence of what her representative had told me. I believed she was being truthful in wanting to offer me a resolution and she told me she would review the video with her employee and then contact me. However, she did not ever reach back out to me to offer a resolution. I just want my money back, they know I requested to checkout and did not stay there yet are refusing to offer a refund. That is theft.

• Initial Complaint

  Date:09/11/2024

  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.

  I stayed Monday night at this hotel with points through their rewards program, then I was going to run a last minute errand for a friend that I had to drive over 4hrs round trip and I asked if I could have the same room, they said only if I made the reservation as early as possible, so I made it before leaving the parking lot and then let them know that I would be back later tonight.Jump to that morning, I woke up to no water running when I went to take a shower, so before leaving, I let them know and they said they had posted notes on the doors, but I didnt have anything on my door, no one told me about it when I checked in, they had at least 3 other times they could have told me about the water being shut off, but nothing.Jump to last night, it was getting late on my trip back to the hotel, so I called them just after 9 to let them know that I am on my way, but running late, then they stayed that my reservation had been cancelled l, 5 minutes past 9they said they tried calling me, but they were not using the new number I gave them the day beforeI actually got off the road because I was swerving on the road because I was so tired and needed to take a quick nap. They said they would hold it til 1030 which I thought would be fine because I set my alarm for *************************************************************************************************************************** the next hour or so. Well, my alarm didnt got off and I woke up at 1145, I called the hotel and they just sold my reserved room right from under me.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  07/04/2024-07/07/2024 Hotel manager has ignored over 5 emails and 20 messages. I have called hotel over 100 times. They won't answer or at times do then hang up immediately. This is sickening literally. My anxiety has been off the chart because of this. To whom it may concern, My name is *************************** and I'd like to request a refund due to unacceptable filth from the lobby to the room. At check in the lobby carpet was filthy and not vacuumed. The ceramic tile in lobby was filthy and appeared to have not been mopped in days. We were given a room on bottom floor and when we walked in it smelled, was not vacuumed and floor was dirty. So immediately went to desk to let them know. They said they were short staffed and a maid quit that day. I don't want to know that. I just want to have a clean room with the *** Clean Promise. The front desk gave me another room 227. Went in elevator and the walls were smeared with handprints which stayed on them for 2 days until I said something and they were wiped. The floors of elevator were filthy, stained, cracked, and dirty every day. They laid duct tape down on a broken tile.When I walked in there was garbage under the bathroom sink, f**** on side wall of bathtub, mold in bathtub seams, dirt piled up in all corners of bathroom and hallway, fridge leaked water on floor. Bed was not made properly. The comforter was not placed in the duvet cover. When I looked at comforter, it was dirty with either blood or spaghetti sauce on it. I immediately went to desk and let them know. They had no maids available to address my issues. I had called several hotels each day and was unable to get an available room. We drove over 7 hours for a family reunion so we were stuck staying. I have several photos that I'd like to send to show you how bad this hotel really is. Also there is no love or key entry in the back of hotel so anyone can open that door and get access to the hotel. This is not safe nor is the hotel habitable.

  Customer Answer

  Date: 09/12/2024

  Hi there this matter has been resolved betwwethe company and I. You can close the case. Sincerely, ***************************. 

• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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 ordered a room. Was charged ******. Then another ****** a couple hours later. Then another ****** The next day

• Initial Complaint

  Date:09/08/2024

  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.

  We arrived to the holiday inn that is managed by *** in ******** CA located at *******************************. We stayed for one night in room 504. In the morning as my wife and I were getting ready to check out. My wife noticed a small device that was tucked in between the lamp and the radio next to the bed. Upon closer examination, we both realized that it was a camera. It was a small hand held camera that had been there for who knows how long. A rush of emotions fell on us as our privacy had been invaded. We have no idea how long this camera has been there and who placed it there. We headed to the reception area immediately to speak to a manager however **** the person at the front desk stated there was no manager on site. My wife then proceeded to explain to her what we just found. **** was very dismissive of our concerns and did not bother to call someone or reach higher up personnel. She did ask that we leave the camera there however we declined because we both did not know what was on the camera and we did not feel comfortable for our privacy. **** took down my our number and said a manager would call us later. No one ever called. We called back today and spoke to the manager ***, who also did not seem to concerned. She stated it could have been a guest who left it. My wife then told her that it could also be a creepy employee of their who is planting cameras in the room. The whole experience was bad, no one even bothered to apologized for what happened to us. The entire ride home my wife had really bad anxiety thinking if the camera was live streaming or recording or taking pictures . We will be filing a police report. However *** and Holiday Inn did a horrible job about how they went about handling the situation. They should have suggested to file a police report then and there not almost 10 hours later.

• Initial Complaint

  Date:09/07/2024

  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 7-12-24 We checked into the hotel. When I made the reservation I requested a handicap accessible room. My room was changed at check in and there still was no shower bench in the tub. They could see I'm an amputee.The room faced the front of the hotel. The curtains were laying on the floor. Was told it couldn't be fixed till Monday. The next morning found a big stain on the sheets. Reported it to *******, the ** was told I'd be reimbursed for the 12th. I've called the hotel 4 times since checking out each time was told she was in a meeting or on the phone and she would call me back. Haven't heard from her. Filed TWO complaints with their customer service department. Each time was told I would receive a response in 48 hours. Haven't received a response yet.

• Initial Complaint

  Date:09/07/2024

  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 booked a reservation for Saturday 09-14-2024 to 09-16-2024 at the avid hotel in ******* fl ! I paid with points and cash which they double charged me an extra $124.00 while taking the points off of my account but failed to provide the refund! I asked to speak to a supervisor numerous times I had one guy to tell me he was the supervisor which I know he wasnt and the other 4 failed to transfer me to the supervisor! I will do a charge back if this amount is not refunded back to my card ! IMMEDIATELY ! This is the worst experience ever which I dont think I will book with IHG hotels again ! Im pretty sure its better hotels out there ! This is not worth the hassle

• Initial Complaint

  Date:09/07/2024

  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 in Room 203 at Holiday Inn Express Northeast in ******* on Sept 2.Had the following problems - 1 - the a/c heater unit was loud when it came on throughout the night. this disrupted sleep a number of times. seems like it needs to be reconditioned. 2 - our room was next to the road and road noise was very ************* would be better to have guests on an inside room. this again disrupted our sleep. 3 - the room smoke/fire detector was located right over our bed and flashed during the entire night...also disturbing. you might want to move it away from being over the bed. 4 - when the room near us started using their shower in the morning, the noise was most noticeable disrupting our sleep again. you should consider spacing your guests more to help avoid this.. 5 - the shower water control is stiff and possibly broken. when turning the shower on, water continued to fill the bath tub and made taking a shower unpleasant. 6 - the ground fault plug in the bathroom doesn't work. this is a major safety risk. 7 - the soap dish in the shower is loose and needs to be fixed or replaced.

• Initial Complaint

  Date:09/06/2024

  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.

  *** vacations called and offered a vacation at one of their properties for $249, if we took a tour. Several items and details were represented to me and was told he would include everything in an email. Credit card charge went through but no email with the terms and details of my offer. Numerous attempts to contact them have failed and a significant amount of time and energy on my part have been wasted. Good luck trying to contact them for resolution!