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: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.

• Initial Complaint

  Date:05/14/2025

  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.

  Three charges made 2 days after check-out without my knowledge in the amount of ******* and no correspondence between us. I called them direct was told an email would be sent. Nothing as of yet.

• Initial Complaint

  Date:05/14/2025

  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.

  On May 13th, 2025, I checked into the Holiday Inn *** *************** with my father. We arrived around 7:00 PM, dropped our bags in Room 609, and left for dinner. Upon returning to the room at approximately 11:00 PM, I turned down the bed and was horrified to find rat droppings next to my pillow. I took photographs of the evidence and immediately reported it to the front desk.The staff member on duty expressed minimal concern, apologized for the inconvenience, and initially offered only a change of sheets. She claimed the hotel was fully booked and that no other rooms were available. When I asked to speak with a manager, I was told none were on-site. Eventually, the employee offered to move me to an executive suite (Room 804), contradicting her earlier statement about room availability.Unfortunately, the new room was also unacceptable. I discovered prescription injection medication (clearly not mine) left in the refrigerator a serious safety concern. The room was filthy: makeup on pillows, stains on the bedding, ripped blankets, heavy dust, and a piece of blue plastic covering the window. After requesting clean sheets around midnight, I waited over an hour with no response. Exhausted, I resorted to laying down clothing from my suitcase over the bed just to sleep.This was by far the dirtiest and most disturbing hotel experience Ive ever had. The presence of rodent droppings, leftover drugs, and unsanitary conditions are major health hazards. I was refused a refund, denied contact with a manager, and treated dismissively throughout the experience.The conditions in this hotel are not only unsanitary but dangerous. The ********************* should investigate this property immediately. I have photographic evidence of all the issues described, including the rat droppings and prescription drugs. These violations pose serious risks especially to children and could result in disease transmission such as hantavirus.This place needs to be investigated.

• Initial Complaint

  Date:05/12/2025

  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.

  Entered by BBB staff At. On May 2, 2025 the consumer reserved a room with the the "protection plan"; he specifically asked about the protection plan because he knew his schedule might change.  The consumer went back and forth between Expedia and Holiday Inn and is not sure which business placed the reservation. Five minutes later the consumer called Expedia to cancel; he was asked for the itinerary H11184097 number, they responded that room is a non-refundable plan. The consumer was told and received an email that he could get a refund of $24.00 for the protection plan.  The business is now not taking calls from the consumer.  The consumer would like a total refund of $257.21, for the room ($233.21) and the protection plan ($24.00).

• Initial Complaint

  Date:05/10/2025

  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 am writing to file a formal complaint against the Holiday Inn Express located at **********************************************, operated under the InterContinental Hotels Group (IHG), regarding a serious public health concern, mishandling of a guest complaint, and unprofessional conduct by management during my stay from May 47, 2025. On the evening of May 6, I discovered a bed bug in the bed sheets of my hotel room (Room 161). I captured the insect in a sealed plastic bag and immediately notified the hotel staff. Instead of initiating a standard sanitation response or offering to relocate us safely, the staff delivered a new set of sheets and instructed my family to change them ourselves a wholly unacceptable and unsafe response. When I escalated the matter to the front desk and requested a new room, we were moved only across the hall, which does not comply with industry standards or *** and public health guidance regarding potential bed bug infestations. No staff member followed up with us, entered the original room, or documented the incident until I inquired the next day. When I met with the general manager (D. ******* ******) the following afternoon, he accused me of fabricating the incident for financial gain and dismissed the physical evidence I had provided. I was told the bug must have been a spider, yet no evidence or report from a licensed pest control professional was presented to support that claim. The managers email to me later repeated these accusations, implied I had premeditated the complaint, and refused to entertain further discussion despite California law outlining health code violations for vermin exposure in commercial lodging.

• Initial Complaint

  Date:05/09/2025

  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 booked a hotel stay at ***************** thru Priceline. I arrived at the hotel on 4-10-25 around 12 am. I spoke to ******* at the hotel and she told me they were double booked but she could still offer me a room but it would not be the 1 bedroom suite that I booked. I had booked a stay from 4-10-25 thru 4-12-25 (3 nights). I accepted the room and got checked in and went to the room and was there for about 5 minutes and found ants in the kitchen. I went back to the front desk and spoke to ******* again. She could not switch me to a different room due to being double booked, but said she could call around to other hotels in the area to see if there is a hotel I could switch to. The other alternative was that she could give me the ant spray they have on hand. I asked for a new hotel. ******* found a Holiday Inn in the same city. I asked ******* how would I get a refund on this current hotel and she advised me I would need to work with Priceline for a refund as that is how I booked the hotel. I asked for some kind of paperwork stating I did not stay at ********** and she explained Priceline would just call and they would tell them I did not stay due to the ants. 3 weeks later I have spoke to Priceline, Candlewood Suites and IHG several times and have been told Candlewood is denying my refund as I was a 'no show'. I have a case number with IHG (***********) but according to *** they cannot help, they just try to assist between Candlewood and me. They have explained there is nothing more *** can do and I need to work with Candlewood. When I call Candlewood I only get the person at the front desk and have been told I need to speak to the manager which is ****** but she does not call me back. I have a receipt from Holiday Inn that I booked that can show I stayed at a different hotel in the area for the same 3 days I was booked at **********.

• Initial Complaint

  Date:05/08/2025

  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.

  About a year ago, I signed up for the *********** Credit Card. At the time, the card offered ******* bonus points for new members. Note a similar offer like this one exists today on ******* website: ******************************************************************************** I spend the money and set up an IHG account, I notice that these "points" weren't actually points! They are 4 free nights valued at 40K points max each night that expire in one year. I have fine combed the fine print and the website details and it does not mention anything saying the offer was for free nights and not points. I have also seem similar offers for Marriott Hotels and they actually give you points and not free nights.Normally I would not care about this detail. Even though it's ***** points under what was promised, I think it's still a good deal. Usually a free night though is kind of like points in that you can combine it with cash or more points if a night exceeds a certain amount. In fact, this is exactly how their free anniversary night operates. However, these free nights that came with the card do NOT work like this. They are *capped* at 40k points and uncombinable with cash or points. This makes it very difficult to find a hotel to stay at for a consecutive nights since the prices often fluctuate over 40K points for single days.When I confronted the *** Rewards support team about this, they had mentioned over the phone VERY clearly that the nights could be converted to 40k points each but only on the last day of the offer since they could not revoke it. They promised to call me back on that day. That day happened and I did not receive a call back from them. When I called them back, they told me the policy changed and they could instead only offer 10K a night with no other exceptions. So because of their support and misleading offer, I lost out on over ******* IHG points (or over $500 dollars). I would very much like their language changed so this is more obvious!

• Initial Complaint

  Date:05/08/2025

  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 stayed at this hotel for 2 nights, from April 10 to April 12. The reservation was made through ***********, but I paid at the front desk upon arrival.They did not allow me to pay in cash and requested my debit card instead. The total cost listed on *********** was USD ******, and this matched what the hotel confirmed at *********** that time, I was informed that parking would cost an additional USD 10 per night (USD 20 total), and that a USD ***************************************************************** that the deposit would be refunded after check-out, with the parking fee subtracted. That meant I would be refunded USD 80, they said in 72hs. They charged me a total of USD ******.However, more than three weeks have passed, and I have not received any refund.I contacted the hotel multiple times via email. First, they told me that the refund might take up to 10 business days. Later, they claimed the delay was due to my bank, saying they had already "released the funds." However, this is not true: I paid with a debit card, and the amount was not held it was fully charged. There is no evidence that any refund has been ************ bank (****************, in *********) can't solve this as there is no pending or incoming refund, and no reversal was initiated from the hotels side.I asked the hotel to provide proof of the refund or release of funds, but they never did. Instead, they repeatedly sent me a payment receipt showing a charge of USD ******, which is not correct. The actual charge was USD ******.The hotel staff has been uncooperative and dismissive. Their emails have been sarcastic and unhelpful, and no real action has been taken to resolve the issue.I am not the first ***** to experience this issue. Other reviewers on *********** have reported similar problems with the hotel taking deposits and failing to provide proper refunds.Attached to this email are my debit card statement, the hotel receipt, and all relevant email exchanges.

• Initial Complaint

  Date:05/05/2025

  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.

  I have been trying for two weeks to get my incidental hold and another charge that I was not supposed to be charged corrected from when I stayed at the Holiday Inn Express in *********, ** from April 19 to April 20 of this year. I called the hotel on two occasions and the corporate customer service on four occasions. Corporate admitted that the one charge of $27.25 for taxes didnt apply because I was paying for the room with rewards nights. I still dont have that amount back. The $75 hold for incidentals that corporate told me should come off my credit card in 3-5 business days is still on there as of May 5th and I checked out of the hotel on April 20th. Every time I call the corporate customer service number they say they will work with the hotel to correct it and yet nothing has been done. This has gotten ridiculous. The case number is ***********.