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

  3665 Shackleford Rd Duluth, GA 30096-4545

• 

  InterContinental Hotels Group

  4669 Airport Blvd Atlanta, GA 30337-5729

• 

  InterContinental Hotels Group

  1150 Robert T Longway Blvd Flint, MI 48503-1851

• 

  InterContinental Hotels Group

  125 S Park St Carrollton, GA 30117-3241

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:08/22/2024

  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.

  I booked a paid reservation with ********************************* Hotel from March 1, 2024 to March 3, 2024. Confirmation No. ********. Additionally, I booked another reservation with my complimentary reward night certificate at the same hotel from March 3, 2024 to March 4, 2024. Confirmation No. ********. According to IHG program guidelines I am to earn reward points on all paid reservation while no reward points will be earned on complimentary reward nights.However IHG refused to credit my accounts for the two paid nights on March 1 and March 2. I have contacted IHG twice but it has been five months and IHG still refuse to credit my account.I presented my ***** credit card to the check out agent at check out on March 4, 2024. He presented me with an invoice for some expenditures I incurred at the hotel during my stay. I had booked a pre-paid reservation therefore I assumed the two night room charges had been posted to my ***** credit card prior to my arrival at the hotel.To my surprise I discovered that IHG ************ had charged my **************** $****** for the two nights of my stay from March 1, 2024 to March 3, 2024 in the amount of USD ******, AMEX transaction reference number ****************** which was posted to my AMEX account on March 13, 2024 without my authorization.The resolution I desire is that IHG credit my account with appropriate rewards points per the program guidelines and reverse the charges on my AMEX account and re-post the $****** charges to my ***** credit card which also allow me to earn IHG rewards points. Additionally I respectfully demand IHG ************ to not keep my AMEX account on file for credit card fraud reasons. I strongly believe the unauthorized charges on my AMEX account is unprofessional if not illegal. Please help me resolve this issue with IHG. Thank you.

• Initial Complaint

  Date:08/21/2024

  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.

  The issue I am having is I paid for my reservation for IHG Hotel on April 5 for the full amount it shows on a statement. That I uploaded , also on the email I was sent it was paid in full. as I checked into the hotel on May 23 they charged me $992.10 for my reservation and that shows on another statement using another credit card just to check in for incidentals. I have talked to everyone . I have talked to my credit card company reservation desk from Booking.com to the reservation desk that IHG uses. Two get the refund with a virtual card that the hotel uses. The problem is they are not sending enough money to get the refund on the virtual card I have been dealing with this since June . I feel there are a lot of incompetent associates that will not and do not help with this situation.

• Initial Complaint

  Date:08/20/2024

  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 3 nights with my IHG points at the Holiday Inn Express and Suites in North ******, ** back in December of 2023. I booked the nights of 8/16-8/19, 2024. From that point forward, I could see this stay on my IHG points page in "Upcoming Stays." When we arrived on 8/16 at approximately 8:30pm, ***** at the front desk told us that they had no reservation under our name and no rooms available. I showed her my IHG rewards page where it clearly said I had a reservation but she said she couldn't help because her computer showed nothing. After calling IHG, they confirmed their computer system said I had a reservation and they would get me to a case manager. Then they hung up on me. This happened 2 more times that night. We drove an hour to a hotel that could take us and we were desperate because we had our child in the back seat who needed to sleep and were 4 hours from home. We paid out of pocket for this hotel in *********, **. All of this is documented with reference # ***********. I spoke to someone that night/morning at 12:15am who said we could check in Sat and Sun night and they were sorry about what happened Fri night but it was up to the hotel manager to reimburse us. They said they'd leave an urgent message for the manager to call us and help compensate us. I have still not received a phone call and when we checked in Sat night, she was not in. When we checked in our room was filthy: it had nail clippings on the floor, a stain on the sheet, a detached shower faucet, rust stains on the shower floor, mildew inside the shower, and none of the outlets worked. We decided NOT to stay on Sunday night due to the condition of the room and what we had already been through. We would like our points for all 3 nights reimbursed and to be refunded the $341 dollars we paid out of pocket to stay somewhere else on Friday night. I spoke to 7 IHG agents altogether, many of whom cut me off or told me to just deal with hotel manager---who still has not contacted us.

• Initial Complaint

  Date:08/19/2024

  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.

  **I was promised a refund through the phone at *** customer service for incorrect charges, but I have not received a refund even after more than two months.Email that I sent on [Mon, Jul 8, 2:49PM]First of all, as I mentioned in my previous email, we would like to communicate via email since we are on a family holiday and currently staying on the Island with limited access to signal.Additionally, I want to record the whole communication in this email because it's discouraging to have to explain the whole situation again every time I call.We had initially made a booking through the *** website using the **************** and purchased points. However, there was a problem with the reservation, so at 2 a.m. the call center changed the reservation back to *************************** Hotel, and I received a reservation confirmation email at 2:12 a.m. (Please find the attached confirmation email)However, upon our arrival, we were informed at the check-in desk that the hotel was overbooked and no rooms were available. This was particularly disappointing, especially considering the late hour of our arrival.Thankfully, we were assisted by ****** from the *** call center, who directed us to an alternative hotel nearby. She assured us that we would be refunded for the payment we made at the new hotel and provided us with a reference number #***********.While we appreciate ******'s assistance, we are troubled by the lack of communication and coordination regarding our situation. Specifically, we received a voicemail from the hotel indicating that we were not charged, despite the assurance of a refund. We believe that all relevant details are recorded under the reference number provided by ******, and it is perplexing to have to reiterate our situation repeatedly. I kindly request a prompt resolution of this matter and clarification on the refund process.

• Initial Complaint

  Date:08/18/2024

  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 paid the holiday in express Paris CDG to ship my toothbrush that was left behind in my room. They shipped me the wrong item and Im requesting a refund for the shipping charges since I did not receive the correct item. ******** ********

• Initial Complaint

  Date:08/14/2024

  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.

  Entered by BBB staff LO Consumer states that due to the tornado the power in their home was out and would not be back on for a week. On 8/9/24 the consumer called the hotel to make a reservation. They advised her they were full and had her speak with someone else, who she states was very difficult to speak with. The staff member she spoke with booked her at the *********** in ******** and she was charged $1387.51. When she arrived at the ******* they told her they were full as well and would not accept her reservation. They also told her she was booked for 8/16/24. The consumer called and complaint and they emailed her a voucher to use in the future because the reservation was made through a third party and was non-refundable, which she was not told.

• Initial Complaint

  Date:08/14/2024

  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.

  We stayed at Crown Plaza ********************************************************** Hotel from August 1 to September 2, located at ***********************************************************************. We made the reservation through Booking.com, and the confirmation number is **********. When we were leaving the hotel, the front desk told us that we had smoked in the room and that they would charge a $200 fine. We immediately denied this, and the front desk staff just shrugged without saying anything, so we left. On August 12, we received a notification from our credit card that $200 had been charged.When this issue was raised, we were still on the premises and could have been taken to the room to confirm the situation, but this did not happen. The front desk did not say anything further, and we assumed the matter was resolved. We do not accept the arbitrary deduction of $200.When we called to inquire about the charge for the first time, we were told that they would send us photos of the ashes they found. When we called a second time, we were told that there were no photos, only a smell, and that the money would not be refunded under any circumstances.This is simply ridiculous. When they raised this issue, we were on the premises, and they could have confirmed with us on-site whether smoking had occurred. But they didnt, and later, without any evidence or notification, they deducted the money from us.

• Initial Complaint

  Date:08/13/2024

  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.

  We had stayed 2 nights Aug 3rd -Aug 4th checking out Aug 5th room 130 everything was ok till the 2nd night I had got up to use bathroom & found a ***** in the bathroom the next morning went to get breakfast and when coming back to room there was a huge cockroach in hallway I went to the front deck to tell them there was a huge ***** near room 123 and she graded ***** spray like it happens all the time & told me well its where it's been raining & because we stayed on bottom floor which really shouldn't matter you pay hard earned money to stay in what should be a clean/bug free hotel I showed the worker the picture of the ***** in my bathroom from the night before for her to say that's not even our mattress pad I again told her it was on a baby wipe I had took the picture after I had stepped on it and didn't want to touch it no apologies from worker I asked at checkout if they would adjust my bill for inconvenience &she told me the manger would have to do that when she got there and she would call me I called the hotel back to try and talk to manger they told me she had emailed me a recipe and had adjusted my bill for the stay I check my email to see she had only took off 15% I then call the *** corporate office and had been going back and forth with them because the hotel manager will not return my calls they said on their end she messaged them says she had spoken with me and I had agreed on the 15% discount & I did not what so ever agree to that I have had to wash everything from this trip even things that were not even wore & new items we had brought on this trip 2 duffle bags, toiletry bag 1 suitcase I still will not bring in the house in case there were any bugs from hotel, deep cleaned my car my last call to *** told me in her last message that they have done all they are going to do and they can't prove the bugs came from the hotel and that I could have brought them which is just outrageous & unprofessional they need to make this right for this whole situation

• Initial Complaint

  Date:08/13/2024

  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.

  Incorrect Checkout Date - Request for Resolution. Reservation # ********. Check in date August 3rd 2024. Checkout August 5th 2024 (2 nights). I am filing a complaint regarding my recent stay at the Holiday Inn Hotel at ******************** at **********, from August 3rd to August 5, 2024. Despite checking out a day earlier than planned, the hotel's system still reflects an incorrect checkout date.On August 4, 2024, I informed the front desk of my intention to check out early. I was assured there would be no penalties. On the morning of August 5, I checked out between 9:30 am and 10:00 am, returned both card keys, and requested a receipt. The front desk staff, including a gentleman who assured me he would update my checkout date, did not provide a receipt, claiming it would be blank due to it being a rewards point booking. As I have stayed hundreds of nights at various Holiday Inn hotels, I trusted the front desk staff would take care of this.Despite several follow-up calls, the issue remains unresolved. I have emailed my travel history from the US ************* as proof of departure on August 5, and can provide additional documentation if required.I request that the Better Business Bureau assist in resolving this matter and ensuring that my checkout date is corrected in the hotel's records, so I can get refund of my points for the one night that I did not stay.Thank you for your attention.

• Initial Complaint

  Date:08/13/2024

  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.

  On July 28th, 2024. I booked a 3 night stay at *****************, ***********************, which is one chain of IHG Hotels. When I arrived for Check-in, I was charged an incidental charge hold of $100. I was told after I checked out, it would automatically be credited back to my account. This can take up to 3 to 10 business days at the most for it to post. Ive stayed at this hotel 2 other times in the past, and the incidental deposit was credited back within 3-4 days. This time- its been more than 9 business days, and I still dont have it back!! On the 31st, I needed to check back in for another night. I was told I needed to pay the deposit again-which was MORE than what I paid for the actual room for 1 night!! I asked the front desk agent why they couldnt hold that deposit for another day?!?! The another hotel I used to stay at does that!! The front desk agent said that the charge is automatically sent back to the card when you check out, and it cant be held for another day. Each time you check back in, youre charged another $100 holdwhich is insane!!! I know for a fact that the deposit can be held/extended for another stay-its a separate charge from the actual reservation thats already paid for! I still dont have this second deposit back either!!! Its been 8 business days!!! When I asked my banking institution why these deposits werent credited back-they told me the merchant has to finalize the transactions. I told them I checked out already, and the deposits are still PENDING!!! My bank card company also told me that I needed a receipt and a letter from the hotel indicating that no incidentals were charged and the transactions are finalized. The very unhelpful front desk agent told me that they cant do that and its up to my banking institution to release the pending charges!! You talk about a hard time from both sides!! I reported my bank card company to this site as well!! Candlewood Suites Lost my business due to this!!! Bad Service!!