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:04/22/2025

  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.

  This dispute is about membership points which i would like reinstated.On or about 3/18/2025 I contacted *** in response to an email that I received regarding consolidating 2 accounts. I spoke with *********** whom merged my 2 accounts and advised that I lost all of my accumulated points totaling ****** which were earned by staying at participating hotels. He transferred the call to *** in customer relations. After a lengthy conversation, *** advised that she would "coordinate my request to reinstate my points and would update me in ***** hours". When I did not hear back from ***, i contacted *** again. I spoke with Supervisor *** *** who stated that she would not reinstate my earned points and refused to let me speak with anyone in the corporate office. She would not even provide me with the corporate address. I would like my points reinstated as a 1 time courtesy so that i can use my earned points.

• Initial Complaint

  Date:04/21/2025

  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 checked in at their Holiday Inn and Suites North, ******************************************************** location on 4/10/25 and checked out 4/11/25. I was told my incidental fee would be returned upon checkout and it was not. I have contacted my financial institution and they advised it reflects as pending and without a receipt it will take 30 days to return my funds to my account. I have reached out to the property and left several messages and no one returned my call. I have spoken with guest relations and was advised a manager would reach out to me and they have not. I have contacted corporate and was told they can not assist and they would leave a message with the hotel manager to contact me.

• Initial Complaint

  Date:04/20/2025

  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.

  On April 14, 2025, I booked a stay at Holiday Inn ********** at ******* (check-in April 14, check-out April 15) through ***********. Due to a technical issue during checkout, the booking duplicatedresulting in two reservations: #******** and #********, both for the same room and night.I contacted the hotel immediately, but they offered no helponly a vague promise of a future discount. When I arrived late that evening, I explained the issue again. The staff told me I had to resolve it with ***********. I informed them that *********** had already submitted a cancellation request and was waiting on the hotels confirmation.The front desk manager claimed the confirmation numbers didnt match their system and refused to take action. I waited nearly two hours in the lobby, going back and forth between hotel staff and ***********. Only after *********** called the hotel directly did the manager cancel #******** and assure me a refund would be processed.Whats frustrating is that the manager clearly had the ability to cancel the booking from the start, yet I was made to wait unnecessarily. Despite his confirmation, I have not received a refund. *********** continues to say the hotel hasnt responded to their request.This was a simple issue that the hotel could have resolved quickly. Instead, I experienced poor communication, unnecessary delays, and a lack of accountability. I am requesting a full refund for the duplicate booking the hotel confirmed was canceled.

• Initial Complaint

  Date:04/17/2025

  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.

  Upon calling *** to make the reservation, I was quoted one price and was told that the hotel pool and spa were open.Arriving at the hotel, it was clear that the pool and hot tub area were closed. Then there was a very long line of customers waiting at the front desk of the **********************. Their systems were not working and the reservations were not lining up with the rooms that they had available. *** was overbooking them and they did not have rooms. They also said that they had to physically go up to each room to check to see if each room was occupied, and if not occupied, had been cleaned and ready for the next guest. I had booked a King room but they only had a Double Queen available. I was told there would be no additional charge, but I was charged again and charged more for the Queen room. When I checked out the hotel manager told me that nothing could be done on site to fix the charges and address my complaints. I was told to contact the *** number for assistance. When I called *** a few days later I was told that they would open a ticket, look into it, and would return my call later. I had to call back multiple times when I did not receive a return phone call. *** offered a full or partial refund, to which I agreed, but *** said they had to talk to the hotel directly first. *** told me to contact the hotel and the hotel told me to contact ***. I never received a refund or any contact confirming resolution so I filed a chargeback with my bank. Months later, I received a threatening voicemail from the hotel saying they would file a police report with local law enforcement for fraudulent chargeback.

• Initial Complaint

  Date:04/16/2025

  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.

  I looked forward to my stay in ********, after battling an mental illness and was celebrating. The hotel management was rude three times to me, making me uncomfortable and unworthy. The room was too small with no microwave or fridge, the plumbing wasn't great, and the breakfast area was a nightmare. I reached out to reservations numerous times, getting hung up on and unable to hear or understand the person I was talking to. Then, I was promised my second night charge to drop off, and it did, only to be returned. Then, I reported that, and no one returned my emails and calls. I once again called reservations to report. The manager said that because I booked with a third party, he wouldn't refund me, though I was told I would for my second stay from the Chief Executive Director. This hotel needs a whole revamping with staff and space. The only decent person was one housekeeper who was kind and gave me a welcome snack basket, saying I was worthy of it. I expect what I was told I was given.

• Initial Complaint

  Date:04/14/2025

  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.

  I stayed at the Holiday Inn on March 2nd -3rd 2025 and I paid $40 a day to park my car in their parking garage. I told them that I had my bikes locked and attached to my car. I was told that they would be safe because they had onsite security as well as 24 hours surveillance. I parked my car on around 5 PM when I came back out March 3 at 7 AM and the bikerack and all of my bikes were missing. I filed a police report and I filed a report that day with the Holiday Inn. Two weeks later and many runaround phone calls, I threatened to have a lawyer get involved and miraculously ****** ****** from ******** Insurance sent me an email and followed up with my claim.(Claim # 4A2503DTXP5-0001 - Direct line **************.****** Bless *. ****** DIRECT ************ |FAX ************ ************************************************************** ******************************* *********** told me that she had not received the police report or the information that I filed with Holiday Inn and had only been notified of my claim the day before. (That would have been 2 weeks after the incident was filed with the police and the holiday inn) so on that day, I sent all if it to her. A.week later, she followed back up and told me that because the security was done by a third-party company they were not responsible and they were awaiting information from the Holiday Inn in regards to the name and number of that security company. Its been two or three weeks since then and I still have not heard back. Ive called and asked for the supervisor-**** ******** from the Holiday Inn to please let me know if he has in fact sent the security information over to Sedgwick or not but nobody is returning my phone calls. Its now been a month and a half since the incident with very minimal contact from the people who are supposed to be handling my claim. I stayed specifically at that Holiday Inn because they assured me that they had 24 hour security and on site surveillance. I need help settling this.

• Initial Complaint

  Date:04/11/2025

  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.

  In Oct 2024, I visited **************** in ******** I was told ( *****) if I do a 90 minute timeshare sales pitch, I could get a free 7 night stay AT ******************* No blackout dates. Must use within 12 months. I could not make the tour work with our schedule. So I came back March 2025 and asked if the deal still stands. ****** said YES! I said great Ill do it.I paid $75, which was returned to me after 150 min tour ( not 90). I was given $40 in food vouchers for doing the tour the next day (vs the day I asked for). And then I was given a voucher for 7 nights which did not give me Orange Lake for free (or at all!) and it had all kinds of blackout dates for what it did offer. 100% not what I was told I would get. I spoke to *************** Their bosses, **** * ******** I was shown the book that says I should get Orange Lake yet no one giving it to me. I wrote a review on Trip Advisor. The hotel manager asked me to reach out, yet left no contact info. I spoke to reception at the hotel, which gave me an email to write. I finally ended up with ******, Director of **************** Said hed follow up daily until resolved. Didnt happen. He passed me off to ***** worst employee. Rude, dismissive, all around unkind and unhelpful. Its been 2+ weeks. No resolution. Ive spoken with 7 people and today they gave me another number to call and see what they can do.I did my part. I went on a 90 min tour for 150 min. Give me what I was promised.

• Initial Complaint

  Date:04/09/2025

  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 had searched for Holiday Inn Express online and when I found on ****** and got the website of the hotel it sent me to. ******************************************************************************************************************************************************************** the language on this website led me to believe that I was booking directly with this hotel. We decided ultimately that we did not want this reservation anymore and we cancelled this booking within their booking window. We received confirmation for one but did not receive a confirmation for the second reservation. Come to when the bank statement comes there are two charged from the Holiday Inn, one from the hotel and one from *******. These combined costs also ended up being more than the amount that was on the receipt.

• Initial Complaint

  Date:04/08/2025

  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 traveled to ***********, ** for a personal trip with my family. I booked my stay at Holiday Inn ******************************************, **********************************************************************************. My confirmation was ********, check-in: Mar. 14, 2025, check-out: Mar. 15, 2025.Upon arrival at the hotel late that night, there was a strong smoke smell throughout the building. The front desk clerk said that a homeless encampment outside the building started a campfire, and the smoke entered through the laundry chute and infiltrated the entire location across multiple floors. The front desk clerk said that the fire department had been called, and that the building was safe. Unfortunately, three-of-four in my party are allergic to smoke. This completely ruined our trip. We had to buy medicine for sinus issues throughout our trip, and it interrupted our nightly rest. - 3/19/2025: I contacted ***'s **************** about the incident. I spoke with a representative named ****** in Guest Relations. He opened case # ***********. He said that the general manager from the property would contact me in 48 hours about my complaint. - 3/21/2025: I had not heard from the facility by 4:06p ET, so I called Guest Relations at *** corporate. I spoke with ******, and then with ******. They reassured me that someone would reach out on 3/21/2025. No one did.- 4/2/2025: At 10:10a ET, I called the corporate *********************** I spoke with ***. He stated that the general manager would contact me about my issue. - 4/7/2025: I contacted Guest Relations at the corporate office. I spoke with *****, and she contacted the facility and left a message for the manager to get back with me. All other representatives in Guest Relations had also tried to contact the facility to reach the **, but the ** was out at the time or they were busy with a guest. I am requesting a refund of the *** points that I used to purchase the room, in full. This stay and subsequent service was unacceptable.

• Initial Complaint

  Date:04/06/2025

  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.

  While staying at your hotel at *********************************** , ************** , ******** *****. I checked in March 26th 2025 and checked out March 28th 2025. When i checked in I parked my car in the handicap parking space near the end of the building. While I was asleep my message light was triggered on my phone I decided I would call down to the desk in the morning as I had only gotten up to use the restroom. When i awoke i called down and was told that the light was turned on in error. Being a former night auditor for a Hotel I know that this was most likely not the case as I have knowledge of this type of phone system. That morning I relized that my car had been backed into and whoever did this fled the scene (Hit and run) I asked the ** to play back the footage and see who hit the car so that I could report this to their insurance. I was refused this request on 2 occasions. 1 at the hotel and the other when i called in again to request it thru your customer services phone # that only sent my request back to the ** to get the response "That camera does not show that area" The camera being used is a wide angle camera that in fact would have seen who did the damages (Also former security guard) so i am aware of this camera system and its abilities. There are valet parkers there at the hotel that could have caused the damages and either not reported it or since the light was triggered in the late night hours for the phone. reported and then it was removed to keep someone from getting into trouble. Either way this was not handled properly and has left me with damages that will be well over $2k to repair. Not only that the response from the ** was "You park at your own risk" in a very condescending tone. I am asking that your company fix my car due to this issue as i do not drive a ******. please feel free to call me. If not available please leave a message.