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: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.

• Initial Complaint

  Date:04/03/2025

  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.

  We made a reservation for my girlfriend's elderly father, aged 81, to stay at a hotel across the street. We paid $396 for the reservation. He cannot walk well, so having the booking right across the street is the only reasonable accommodation for him as he cannot walk or take the subway well. The day of check in, April 2, 2025, the hotel calls to inform us that they are overbooked and they want to move him to a hotel which is a 30 minute walk or 20 minute drive away. When I went to speak to the hotel manager, Guy ***********, he informed he that he would not provide a room in the hotel we had booked. He told me that, despite taking a reservation for the hotel, the hotel had been booked for 5 days. Despite apparently knowing of this overbooking he or his general manager, ****** ******, could not bother to inform us of this until hours before check in. I informed Mr. *********** and Mr. ****** of my father-in-law's disability, and we specifically reserved a mobility-accessible room, but they refused to accommodate him.

• Initial Complaint

  Date:04/02/2025

  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.

  Despite writing to this corporation many times, they continue to violate my privacy by including sensitive personal information in email communications. There is no option to opt out of these communications.

• Initial Complaint

  Date:03/31/2025

  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 checked in to this hotel on 3/18 and checked out around 4:10 am on 3/24 and received my paper receipt to file an expense report with my company ***. I had to leave my suitcase due to being over weight capacity for my flight. I got a phone call and voicemail the following day asking about the suitcase and if I wished to extend my stay or check out. I didnt answer until I saw my card get 2 more charges which led me to go on the *** app and check out for the second time despite already having done so. I called to dispute this and couldnt get a manager on the phone. I eventually got the managers email and they wouldnt respond to the multiple emails I sent. So I made a case on the *** app to dispute this and when they finally got back to me they said the manager already spoke to me claiming that leaving the suitcase is grounds to charge me for more nights. That isnt even their policy and it was a flat out lie. IHG sided with the hotel just off that alone and ignored all of my receipts and screenshots of unanswered emails and phone calls. Now I have $292.39 dollars of my money taken without my knowledge or permission. Im disputing this charge on 3/31 when my bank is open. I just want my money back I could care less if something happens to these people I cannot believe this is even happening.

• Initial Complaint

  Date:03/31/2025

  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.

  We are here in Atlanta Georgia for the big south volleyball tournament and were forced to book hotel through the *** (stay to play). We were booked with this hotel and arrived Thursday. Friday morning, everyone woke up to no hot water for showers. Its now day two of tournament and STILL no hot water with entire youth volleyball teams playing several games each day. Hotel has told us nothing and wont respond to calls, corporate said someone should be working on it but nobody is here working on anything. Front desk said it was an inconvenience to which I responded, No. LOUD hallways are inconvenient, hot water is literally a hotel service. They have water and power just arent doing anything to fix this and we have hundreds of players here unable to shower without risking hypothermia. This is wrong on so many levels. We are forced by the tournament to stay here. This place is an absolute dump. No communication from management or corporate about status. This cannot be legal, these kids need showers. Help!!

• Initial Complaint

  Date:03/30/2025

  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 is a formal complaint against IHG ******************************** (Holiday Inn Express) regarding miscommunication, and the refusal to resolve a billing issue I encountered during my international trip. Prior to my departure from ******* to *************** on March 22, 2025, I reserved and fully prepaid two separate stays at a Holiday Inn Express in ****** through ***. I specifically requested a room for 3 adults and pd accordingly.When I arrived at the hotel, I was told the room was for 2 adults and 1 child aged *****. This was never disclosed to me at the time of booking. The hotel staff then refused to honor my reservation and forced me to pay for another room, costing me over $400 more. I requested to speak with a manager, and I was told that the person I was speaking to was the manager. She was extremely rude, advising me to call *** directly. When I requested assistance in contacting ***, she simply gave me the Wi-Fi code and directed me to handle it myself. I immediately contacted ***, who assured me they would investigate and respond within 48 hours. They failed to follow up, forcing me to call back multiple times. Each time I called, I was transferred to a new agent, requiring me to re-explain the situation repeatedly. While the agents were apologetic, they claimed that the issue was the hotels responsibility and that *** could not process a refund. Conversely, the hotel insisted it was **** responsibility. This finger-pointing and lack of accountability not only ruined my vacation experience but left me financially burdened by an additional cost I should not have had to pay. The reservation agent or system should have been aware of the occupancy policy for the hotel before processing my reservation.I am requesting a full refund of the additional charges (over $400) for the extra room I was forced to book due to misinformation and poor customer service by both IHG and the ********************** Express hotel. *** should have given my money back from rhe initial booking.

• Initial Complaint

  Date:03/28/2025

  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 arrived at **** on 3/20, the staff was very friendly at arrival. Got to my room (room 2346). Once in there my daughter tried to take a shower, the water was ice cold. Ran it for 10+ minutes still ice cold so I text the number for the staff member at the hotel and let them know, they sent someone up to look at it. He comes in, turns on the sink and runs it for a while then turns on the shower and tells me its getting warm now. Then he says Ill probably need to run the sink for the water to get hot. We had to do this our entire stay, this held us up on a few of our reservations because taking showers was such a hassle and took forever, we were never offered a new room or anything just told to let the sink run for a while first, it would take 10+ mins to get the water hot and had to go from turning on sink and shower back and forward until it would work our entire stay. Also the room was freezing cold at night would drop down to like 64 in the room, if I turned the heat on and set it at 70 it would heat to 70 but then after that turn On and shut back off within 60 seconds of turning on over and over all night. On Saturday night during my stay we were sitting in the lobby/bar area. A drunk or mentally ill woman got into the hotel and threw her luggage from the floors above us nearly hitting us yelling call the police there are chemicals in there I grabbed my daughter and moved away. I felt very unsafe, the security guards went and found her and escorted her out of the hotel. Just for what I paid I felt like my experience wasnt what it should have been. My deposit is also still being held the charge is still showing pending on my card and Im needing to know how long it takes to drop off. Ive checked out on 3/23 and it is now 3/28 and my $200 is still being held and the transaction still shows as pending on my account. I never file complaints but for what I was charged there is no way I should have dealt with those types of issues during my stay.

• Initial Complaint

  Date:03/27/2025

  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.

  On the 27th of January of 2024 I checked into the Even hotel and at approximately 2am in the morning I found I was covered in and bitten by bedbugs. I talked to the staff who assured me that I would be compensated for my stay and moved me right away to a different room, but to no avail.Unfortunately, I also believe these pests have followed me home as I am still receiving bites. I was looking only for resources to have my apartment sprayed and am looking for a refund for the room.I have tried resolving this with ***** ( ************************************** and have been met with silence over and over again. Please help intervene in this ************ claim number is #*********