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

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  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:05/27/2025

  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 checked into this hotel and I had originally paid for the stay which also included a deposit. I extended my stay after 2 nights and they extended the charge for the extra nights. They stated that they released the funds, but the payment for the first 2 nights have not been released and I have been charged for the whole extended stay when I checked out.

• Initial Complaint

  Date:05/27/2025

  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.

  1) You promise a clean hotel I was promised a CLEAN room by the advertising on your website and that is FAR from what I found. I gave that property 3 chances to find a clean room for me to stay in but all three HADNT BEEN CLEANED SINCE THE PREVIOUS GUEST!2) You promise to make it right if that is not found to be the case I came to them and you asking for a refund but I have been DENIED that refund at every turn. ALL I WANTED WAS MY MONEY BACK FOR NOT BEING ABLE TO STAY IN THE HOTEL THAT I BOOKED EVEN A SINGLE NIGHT BECAUSE IT WAS TOO DIRTY! My bank is still fighting with them to get me my money while you THE PARENT COMPANY does absolutely nothing to make things right.3) I and MANY other people have made you aware of this issue This property has TONS of reviews on YOUR WEBSITE pointing out the cleanliness issue, yet you continue to allow this property to operate unadressed to mistreat ************ you continue to NOT make it right I have proven my case OVER AND OVER AND OVER AGAIN, yet you continue to refuse to do anything of substance to fix the issue. You are a HOSPITALITY COMPANY! How can you allow one of your properties to treat people like this and continue to do NOTHING to stop it?!!!Take down your clean promise it is FALSE ADVERTISING. You CANNOT promise a clean room at all of your properties, and You WILL NOT make it right based upon my experience. Stop lying to the public, or actually get off your a** and do something about the hotels you own. Im not telling you anything new. You know the truth, you know the problems at this property, and you know that you havent made it right. The worst part of all of this is that you know this was wrong but youre allowing it anyways. No one should be bro used sheets with dried blood on them and be called a liar when they have verifiable proof! What is wrong with you people?!I shouldnt have needed to dispute this charge with my bank to get a refund for this horrible experience. Youre ridiculous!

• Initial Complaint

  Date:05/25/2025

  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.

  I have been an *** member since 2016 (Account #************ and recently discovered on May 5, 2025, that my *** Rewards points had expired without warning. I did not receive the 90-, 60-, or 30-day notifications *** claims to send. I had active stays and confirmed email communication throughout ******** (proof available).After escalating to a supervisor named Jazz on May 23, 2025, I was offered a ****** point reinstatement, but only if I booked a two-night stay. This condition is unreasonable. These were earned points, not promotional. *** blames my email preferences from 2017, but expiration notices are account-critical, not marketing spam.Further research shows that IHG Hotels holds an F rating with the BBB in both Atlanta and ****** due to hundreds of unresolved and unanswered complaints. I now understand this is a systemic issuenot just poor customer service in my case.

• Initial Complaint

  Date:05/22/2025

  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.

  This complaint is regarding *** stealing points, which is basically money by not notifying the customer ahead of time that the points are expiring, and thatthere was a change since ***** times to the terms again. There was no email physical mail text or even app notification showing the expiration times and sending a warning. They also have terrible customer service and said they will get back to you in 24 to 48 hours and its been over a week withno reply. There is no way to directly email them, but I have been chatting with them both on social media as well as text message with noresponse as to why no notifications were sent out. They say you can track this, but no one goes into these apps and tries to look it up ifthere is no notification and I had all my settings set to allow notifications and also had submitted a phone number and email to get things emailed that are promotional things. It does not seem like *** is a decent company even if it is so big because it is basically stealing from customers who have them loyalty and they are disappointing customers by making their hard earned points expire even if it means its worth a couple hundred dollars. The fact that they tell you, the expiration is listening in the terms is absurd because I dont know any company that just lets things without notifications and any exceptions if you were to reach out. So this is showing others just how sneaky and un empathetic *** is to customers and to serve as a warning to others Who plan to stay at their hotels and get loyalty points. My hope is that their customer service team at a higher level, understands how crazyit is that points expire without any notifications and that they reinstate the points because it is not like they are losing anything if somebody earned The points. It sounds like they do this to a lot of people and there is no notification so I am convinced they changed a setting or updated and never carried over notification settings.

• Initial Complaint

  Date:05/22/2025

  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.

  As a Conroe, ***** resident, Im filing against Crowne Plaza Panama Airport (IHG), booked via Expedia (Itinerary #**************), for refusing a $176.07 refund ($159.07 stay + $17 cash bar expenses) for a January 24, 2025, stay in ******. The stay involved: (1) Room 412s overwhelming perfume scent, forcing a switch to Room 407; (2) Room 407s poor drainage, causing foot itching requiring medical treatment; (3) my husband, unable to reach the front desk due to a long check-in line, spent $17 cash at the bar for alcohol to clean my feet (no receipt, verifiable only if bar has video). Since February 2025 (case #***********), manager ******* ****** offered only IHG points, ignored my cash clarification (April 30, 2025), and ceased responding after April 2025 and my May 2, 2025, follow-up to him and IHG. *** initiated a *********** dispute for $159.07. Im willing accept a $159.07 refund if the $17 lacks proof. This violates IHGs Guest Reservation Policy (***********) Resolution:Refund $176.07 (or $159.07), an apology, and investigate Crowne Plazas practices.Additional: here is the manager ( ******* ****** ) of the hotel's email address: ************************************************ i had sent to him two emails, every time he wait for 30 days to reply me, and things never get resolve. I filed complaint to the corporate office, called ************* and spoke with Manager ***** had the case# *********** on feb,25,2025, until now still not resolve my problem.

• Initial Complaint

  Date:05/20/2025

  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 flew in to this area for the first time to attend a wedding. The hotel seemed great until it wasnt. I checked in around 2:30 pm on 4/11/2024 and checked out around 11:13 on 4/12/2024. Upon arriving I had about an hour to shower, do my hair and make up and get dressed to head to the wedding by 3:30. I left for the wedding at approximately 3:32 and returned to the hotel around 8:30 pm. I ordered some pizza and some candy and a blanket from ********* via DoorDash had it delivered at approximately 9:55 pm. Went to sleep waiting on my order, woke up to retrieve it and went back to sleep. The next morning, I checked out received a message stating thank you for your stay and asking how everything was to which I replied good. Now, 3 days later I see a ****** smoking deposit on my bill. I have never smoked a day in my life and if I did it sure wouldnt be in a hotel room hundreds of thousands of miles away from my home in an unfamiliar city. I called the hotel to request an explanation and spoke to a manager named ***** who stated housekeeping found evidence of smoking in the room now Ive been around long enough to know that people leave things behind and housekeeping never does a thorough job of cleaning these rooms. I also know that Ive never smelled or seen anyone smoking near my room in the few moments that I was in passing. I advised the manager ***** of this and he states theres nothing he can do about it. This is beyond acceptable to me, a paying patron of this hotel chain. How can one state that they found trash and then pin said trash on a random person with no substantiating evidence. To be racially profiled in this way is disgusting and I will do everything in my power to make sure as many people are aware of what is happening at this hotel as possible. I have made contact with my bank to dispute the charge, per the hotel managers direction.

• Initial Complaint

  Date:05/19/2025

  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.

  I am filing this complaint to express my deep frustration and anger regarding the unprofessional and unacceptable treatment I received from Holiday Inn Express on May 17, 2025. I made and paid in full for a reservation well in advance, knowing the weekend would be busy due to a family graduation. After driving all night, we arrived at the hotel exhausted and expecting a smooth check-in. Instead, I was told my reserved room had been given away. No apology, no urgencyjust a dismissive, When I got to my shift, I saw someone had already given it away. Theres nothing I can do.This is not just poor serviceits completely unacceptable. A confirmed, prepaid reservation should guarantee the room that was booked, especially at inflated prices for a major event weekend. Instead of honoring that, I was given a smaller, different roomnot what I paid for, not what I reserved, and definitely not what I needed for my family.The staff showed no accountability, no customer care, and no professionalism. This caused significant inconvenience, stress, and disruption to our trip. We traveled for a major life event and were treated like an afterthought.I am demanding a full refund for the failure to deliver the service I paid for, and appropriate compensation for the downgrade and distress this caused. Holiday Inn Express should be held accountable for this blatant disregard of its customers.

• Initial Complaint

  Date:05/19/2025

  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.

  DRAINS CLOGGED- COULD NOT SHOWER, AC BARELY WORKING , POTENTAIL BED BUGS- WILL REPORT TI NYC HEALTH DEPARTEMNT- COMMIRED FRAUD BY CRAGUNG MY CARD BC THEIR LAZY CLEANRS WANTS GUEST TO CLEAN.,,TEHY SET UP MY SON WHO IS YPUNG AND INNOCENT TRYING TO STEAL MONEY FROM MY CARD BC THEY HIRE LAZY CLEANERS WHO DO NOT WANT TO DO ANYTHING ..COMPLETE S*** HOLE PLACE..ALL UNSTABLE..COULD NOT SHOWER AND ANY AC..HANGED UP 10 TIMES ON BITH ME AND MY SON..TOOK 10 PHOEN CALLS TO REACH RESTAURANT WHO CAME WITH WRIONG ORDERS AFTER LONMG TIMES..WILL B EREPORTED FOR FRAID WITH *** FAYD, CRAD AND ALL HOSPITALITY REGULATORU BODIES..ITS A COMPELET DISGRACE PLACE ..

• Initial Complaint

  Date:05/17/2025

  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 am a ************ were selling our home. We came bc, we had an empty house plus we were tired. So we decided the first night to just see how the hotel was,I paid cash for one night, the very next morning at 09, the hotel manager *********** was I planning to stay that next night & if so to come & pay. Really?? Calling at 09am, isnt check out at 1130 but she was calling??? I was resting & if I chose to stay I could have paid at check out. she came up like 15 min later. I was appalled bc she was breaking my rest. I had a dog,so after I had gotten up & dressed, I went down stairs, I told her how I felt,& although my *********** are retired military he is a private **************** am a PA, so we do still work. The manager apologized & said she would waive the pet fee because of her inconvenience. However we stood for a few weeks & the room had an odor, I put air fresheners around & I noticed that my son had a bite on his arm. I took a photo & showed the office that we may have bed *********** denied it. So, I said never stay again. We moved out into our temporary stay, place, there the owner of the temporary stay advised me that he found bed bugs. He wanted me to reimburse him $2500 for pesticides treatments. I am upset, I called this corporate office & filed a complaint,They called the managers at that hotel in ************, & that office manager in Newport News, she denied everything & lied, then she said they tried to accommodate me & give me another room, that she did not do. She is definitely a liar& another resident said they had an issue with her as well & they were African Americans. I am ************ husband is black. Maybe that is why she felt compelled to come by the room after she called. I have photos. I want $3500 for the inconvenience of paying the guy at our temporary ********** son bite. Apparently that room had bed bugs somewhere, we had a brand new home & never had bedbug issues. Here are photos from that room. Please reimburse me.

• Initial Complaint

  Date:05/16/2025

  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.

  The incident occurred on 5/15/2025. I had been staying at Holiday ************ in *******, ** and had booked an additional night's stay which was to be for 5/15 - 5/16. The front desk asked me to come down to formally check in again which I did. She had me sign some sort of service animal waiver which I already know I don't have to fill out, but I did anyways. She reactivates my room keys and I head upstairs. Less than 5 minutes later I get a phone call on the room's telephone from the owner stating that I've had the "do not disturb" sign hanging on the door and he had to inspect the room because of a mandatory hotel policy that rooms have to be inspected every three days. I said sure and politely asked for a copy of said policy to be emailed to me. He refused and started screaming over the phone that he was the owner and had to inspect the room, then said he was going to call the police to have me kicked out. Shortly thereafter there was a knock at the door. I opened the door seeing it was the owner. He barges in and starts yelling about my service animals while aggressively walking towards me - he was irate to the point I thought he was going to physically hurt me. The front desk gal was with him and I have no doubt she'll back up his story because well, he's her boss. In any case, the police shows up and says the owner wants me to leave so I have to leave. I asked if it was because of some made up policy if I'd still have to leave and they said yes. Amongst the hotels this is my far the worst!!! I've also read reviews online of past guests who got kicked out of the hotel for having pets, dogs, service animals. This isn't mere coincidence, this is a deliberate pattern. Since my dogs are service animals the hotel and the *** need to be reprimanded somehow so they don't continue to do this to paying guests who's only fault was having a dog with them. I also requested a full refund from the hotel for my stay and the owner verbally agreed. The hotel is now ignoring.