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:05/05/2025

  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 only reason I booked this hotel is because I was assured that I would have shuttle transportation from the hotel to the airport @ 0300. I called the hotel prior to booking and asked about the shuttle schedule. I was informed that the shuttle ran every hour around the clock. So I booked the room. Upon checking in, I asked again about getting on the shuttle schedule for 0300, and the front desk clerk placed me on the list. Prior to going to bed, I called the front desk to confirm that I was on the list to be transported to the airport @ 0300. At this time,I was informed that the shuttle service didn't start until 0400. I could not believe what I was hearing. finally get some rest, or so I thought. After closing my eyes for around an hour. Housekeeping is knocking on the door. I could not believe this! I immediately called the manager AGAIN to question why she wouldn't inform Housekeeping about my late check-out. She was working the front desk. And she knew that I hadn't had any rest, thus far while staying at this hotel. All she said was SORRY, and we ended the call. communication is not up to par within this hotel. When I spoke to a customer service *** via text message. They stated that they were in direct contact with the hotel management and this matter would be taken care of. And that is what I expected from ***. This was my first time staying at an *** property and the impression was not a good one.COMPLAINT # ***********

• Initial Complaint

  Date:05/01/2025

  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.

  Reservation ******** I stayed at this hotel and encountered many problems :- Room had a smoking smell from somebody smoking in a neighbouring room - TV was loud / music was being played very loud nearby - The door slammed on my friends finger due to hallway pressure imbalance - AC was not working properly All these were reported to the front desk and apparently because of their employees oversight some of it wasn't documented or reported properly so hotel management basically sent me an email saying that my friend is at fault and eveuthing else is a lie. No compensation was provided whatsoever even though I have member status and actually and a problem especially when the front desk guy didn't even know where the first aid kit was and didn't to switch out room. I'm seeking compensation partial refund or points for a future stay.

• Initial Complaint

  Date:04/29/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding a deeply frustrating experience with *** ********************************* I had a confirmed reservation (#********) at the Holiday Inn *******************, booked using ****** *** One Rewards points.On Apr 29, I was informed by the hotel that it is no longer part of the *** group and is permanently closingeffective immediately. This was the first communication I received about this major change, despite the hotels closure being scheduled for the same day. The last-minute cancellation left me with very limited and more expensive options for alternative accommodation in the area.This experience caused significant inconvenience, disrupted my travel plans, and diminished the value of my loyalty as an *** customer. Given the short notice and the financial impact of having to book a more expensive hotel last-minute, I am requesting compensation in the form of ****** *** One Rewards points.I respectfully request BBBs assistance in resolving this matter with ***. I look forward to a timely and fair response.Sincerely,***** ***

• Initial Complaint

  Date:04/29/2025

  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 04/01/2025 I called the hotel itself and made reservations to stay there two nights. April 21 and 22 leaving on the 23. Shortly after making the reservations I realized I had a medical problem. I called back that day and said I needed to cancel my reservations. I was told it would be taken care of because its a medical problem. Next thing I know Im being charged for it. I called them back and they say I made the reservations through some other business. I know that both times I spoke through their front desk. I thought it was taken care of but no I checked my credit card and they charged me, $888.92 for two nights when I didnt stay there. I called them again and they said because it was a medical problem I would just have to pay $300 in taxes. I was still charged the $888.92. I told them I believe his name was ********* that I had canceled my reservation right away. Im 70 years old and I had to pay for my medical expenses. They totally lied to me. First when I called back right away after realizing my mistake and they said they would cancel my reservations and 2nd lie was when they said it would be reduced even though I wasnt staying there. Actually a third lie when they said I made reservations through I believe Expedia? When I know it was their front desk. I didnt do it on line I called them directly.

• Initial Complaint

  Date:04/28/2025

  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 put one foot into the dry bathtub to take a shower. The tub had something slick like oil in it. ( we had not used it yet) I fell when that foot slipped. I hit my head, left shoulder, ribs, back, hip and leg , landed on the floor. My husband had to help me up. We reported to the front desk 30 minutes later. They did not apologize. Did not report to a manager. Did not do an incident report. Nobody contacted me until I left a review. I was told it was being reported to other people. I have emailed several times with no response . No offer to comp the room, medical bills for the diagnosed bruised ribs, muscle spasms , pain and missed work. Incident happened 4/12/2025 at ********** in ****** ******. Manager is *****. Who is extremely rude. I continue to have pain and undergo medical follow up to this day .

• Initial Complaint

  Date:04/28/2025

  Type:Order 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 company is not allowing me to cancel the latitudes package on the phone when we were told in person that we could call and cancel they are now stating that I need to send something in the mail. They are lying to make sales and we are considering suing them for dishonesty.

• Initial Complaint

  Date:04/25/2025

  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 have planned a meeting at the ************* hotel and only received points for my stay and not the three nights of the room and banquet and 10 rooms that I booked for the hotel . Meeting planner credits were not given

• Initial Complaint

  Date:04/25/2025

  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 missing 24 new reservations worth of welcome points, totalling ****** points. Each new reservation is supposed to be awarded 500 points. I was booking my reservation one week at a time, but I was not made aware that the reservation was only being extended. I am requesting the points be added to my points balance or give me a full refund for everything I've paid.

• Initial Complaint

  Date:04/24/2025

  Type:Facilities 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.

  My family and I stayed at the Holiday Inn and Suites at *********************************************************** the weekend of 03/21-03/23. After arriving within the first 15 minutes I received a call from a friend who was also staying at the same hotel. (We were there for a softball tournament). My friend asked me if I could hear the alarm. I said what alarm? And she said the fire alarm. I could not hear a thing in my room nor were there any flashing lights or anything going off . If my friend hadnt reached out to me, I would not have been notified. The fire department came and confined there was a fire in the laundry room and some uniforms were burned. Audible and visual alarms are 100 percent necessary if not legally needed. So, why did this hotel not have any on the third floor? Then, once all the commotion cleared we did not receive enough towels when I asked for more I was told maybe in the morning I could get some. I had softball playing children who needed to shower and couldnt because of lack necessary accommodations guaranteed on the website of this hotel. The cleanliness of the hotel and our room would be next. There were huge water damage stains on the ceiling, a stained comforter, stained light switches, it was apparent the toilet and shower and bathroom sink havent been cleaned for a while. Some doors to the hall had huge cracks either on the side of the door or at the top. Cracks so big you could stick something in them and get into the room. The screws on the lock were completely unscrewed and falling off the door. The free continental breakfast was non existent and the indoor swimming pool Im sure if tested bad way too much chlorine in it too strong for our girls to swim in. That was noticed by the w smell alone. When ai called the General Manager / Owner he said he didnt care about my issues. And told me there was no one else I could talk to you, and didnt care if I left a bad review. Please help. If anything get this building safe for others!

• Initial Complaint

  Date:04/23/2025

  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.

  IHG ******************************** allowed over ******* points in my IHG One Rewards account to expire on January 16, 2025, citing 12 months of inactivity. They claimed to have sent reminder emails 30, 60, and 90 days priorbut I never received any of them. Meanwhile, I have consistently received **** marketing and promotional emails without fail, indicating my contact information is valid and active.This suggests a deeply unfair and deceptive practice: critical expiration notices somehow fail to reach customers, while revenue-generating advertisements continue reliably. It feels intentionally one-sided, designed to quietly let customers lose their rewards while keeping them engaged for profit. This is especially concerning given the high value of the points that were forfeited.When I contacted *** customer service, I was met with a generic response and a refusal to reinstate the points. No attempt was made to verify if the reminders were delivered, read, or even generated. I was simply referred to a link with terms and conditionshardly a transparent or customer-centric resolution.I believe I was subjected to an unfair loyalty program practice where communication fails only when it benefits the company. This situation not only reflects poor customer treatment but raises red flags around ************** ethics.Requested Resolution:Reinstatement of the expired points.A review of **** communication practices, especially the disparity between promotional and critical messaging.Regulatory attention or penalties for misleading loyalty program practices.A commitment from *** to improve transparency and customer notification around point expiration.