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:03/26/2025

  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.

  03-20-2025 ****** was charged to personal card The reservation service stated my personal card was for holding room and not to be charged.Both my company and my personal card were charged for the room.The employs at the hotel are not liable. It is the reservation line I called, I attempted to resolve my issue today but the lady who charged my card answers and states she cannot hear me or puts me on mute.************** is the phone # to the reservation line.

• Initial Complaint

  Date:03/26/2025

  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 checking in on March 16th at 2:30 am at the Holiday Inn Express location in ****, HI under Reservation #********, due to delays at the airport. I was informed that I would be charged twice because the hotels policy was to charge no-shows after 2 am the full price of the room and that now I would be completing another reservation because she had already cleared the previous reservations. At that point I proceed to get clarification and contest the charge given both the policy listed on the app and confirmation email states that the charge would be implemented to the card meant to guarantee the room, which makes sense. But to be charged double made no sense and is not listed on the policy. As I continued to point this out, the night auditor, in a threatening statement then said she didnt have to honor the reservation if she didnt want to. Despite policy both in the app and email confirmation stating this is only to occur if a no show doesnt appear by check out time on the first night of the stay. I asked her to reclarify that last statement due to the insinuated threat of leaving us without a room at 2:30 am and she confirmed her statement. She then made it seem like she recovered the reservation but then conveniently already had the keycard ready and no paperwork to sign. She then said the double charge would still be listed because although shes the one that implemented she couldnt remove it, that only the manager who wouldnt be back till Monday could do it. I did inform her I would contact Corporate Support given the issue and its non-alignment to the listed policy, as it doesnt list an exact time. I have requested twice from management an explanation to the inconsistent policy that resulted in the duplication charge that don't align with the policy posted, but I haven't received a response with an explanation to the customer service received.

• Initial Complaint

  Date:03/26/2025

  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 stayed in the Holiday Inn-***************** on March 12th 2025. I am writing to formally express my frustration and disappointment regarding my recent stay at your holiday inn location. As a frequent travel and loyal guest of *** brand, I have always appreciated the quality and cleanliness that the brand represents. However my experience at this hotel was completely unacceptable and far below the standards expected for *** properties. Upon me checking into my room on March 12th, I did not immediately notice any major issues. I left straight to dinner. Upon my return late that evening, I only had the light of the television on, so I did not notice any issues. The following morning however, I became aware of a strong sewage odor and discovered that the carpet at the entrance of the bathroom had dried sewage stains. See photo attached. I sent an email to the hotel manager and he never responded. I request an immediate review of the conditions at this location & a full refund for my stay. Additionally, I strongly urge you take corrective actions to ensure no other guest is subject to such an unacceptable and unsanitary experience.

• Initial Complaint

  Date:03/24/2025

  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.

  Woke up the morning before checking in to find they had already dipped into my account for $156.00. They claim i am paying the first night before checking in. I get there to check in and They take another ****** from me stating " oh we dont know our system we think we charge you everyday. So if you stay more than 1 day we get access to your bank account daily. Then they tell me That my next night would come off after 11 am so that 3 payments out of my account..I wake up the morning of check out to find ****** plus another ****** stolen from my bank account...leaving my checking drained. Then the girl that called herself the manager say we need to check you out and recharge you again. DO NOT STAY HERE. They even admitted that all staff are not trained. After stealing my money the admitted they need coaching...im left in ******* Mt with my 10 year old daughter with my bank account drained...I am repirting to the BBB!!! To top it off when i checked in the heating system was broke. And the control panel was hanging down. Very dangerous as these PTAC units are 220 volts and could kill someone. My new room has a heater that runs non stop. The shower handle about to fall off. They were mad that I asked for towels for the pool. Ruined my whole trip was here to celebrate my daughter in gymnastic state finals...They dont care when they mess up..The girl just smugly smiles while taking more money!!!!!

• Initial Complaint

  Date:03/22/2025

  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.

  I would like to file a formal complaint against the *** Hotels and Resorts citing a myriad of issues within thr Holiday Inn Hotel-Parsippany. From the utmost unprofessional and deplorable service from hotel staff manager ***** **** to the litany of maintenance issues (broken elevators and sliding doors) this hotel is on serious need of better leadership, maintenance and management. I booked a reservation at this hotel mainly due to convenience, however, this hotel has been nothing but inconvenient from the nasty, rude behavior of management and front desk staff ****** to the refusal to refund a reservation that was never honored. Excuse after excuse is all they come up with after failing to render services. The reservation was paid for and yet not fulfilled. To make matters worse l was without any accommodation nor did they care that this was the case. Very terrible, extremely shady, highly unethical business that needs to be investigated for their shady business practices and deplorable employee misconduct. I am requesting a full refund in the amount $105.07.

• Initial Complaint

  Date:03/22/2025

  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.

  In January, I booked a 4-night stay at Holiday Inn Express ******** SE - Clackamas Area through Chase ******* I followed **** policy by calling the hotel on March 5 to confirm my late arrival. Two hotel employees confirmed my reservation was secure.When I arrived at 12:15 AM on March 7, the hotel had marked me as a no-show and canceled my reservation. I was forced to rebook at the same hotel at a significantly inflated cost. The General Manager offered no assistance and did not honor my confirmed reservation, despite my following **** published policy.**** mishandling of my reservation caused major disruption, financial stress, and over 10 hours spent trying to resolve this issue. While *** provided ****** IHG Rewards points as a goodwill gesture, this does not reflect the full extent of the inconvenience and time lost.I am requesting further goodwill compensation (in the form of additional IHG Rewards points or a travel credit) and a formal acknowledgment of this policy violation and service failure.

• Initial Complaint

  Date:03/20/2025

  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.

  On March 13, 2025, my family of 4 checked in to stay 13 nights. We booked a suite with 2 beds and a full kitchen, dining area. Upon check-in, the receptionist downsized our room to a 1 bed room. We were dishearted and left the property to seek another property. We checked out on the 12th of March. We were never fully checked out and got charged for 2 nights and a $50 fee for incidentals. We returned the pillow that was unclean the next business day. Apparently the pillow had a small yellowish stain, which was laundered. We still have not received our deposit for $50. ****** a receptionist said she would note our account and let the manager know in the AM. We called several times and left a couple emails. No one has responded to any of our messages. We were patient and peaceful. We want our refund for the 1 night and $50 incidentals.

• Initial Complaint

  Date:03/19/2025

  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 am writing to express my extreme disappointment and frustration with my upcoming stay at your hotel, which would have been my first experience with your establishment. Unfortunately, the treatment I have received thus far has left me appalled, feeling deceived, and dissatisfied.When I initially made my reservation, I confirmed a specific rate, which I was satisfied with. However, after making some minor adjustments to my booking with the front desk staff, such as splitting the three rooms to separate reservation numbers, I was shocked to find that the rate had been significantly increased. I was told that the rate would not change by the same representative at the front desk, only to later be informed that it had been altered. When I questioned this, I was told, Oh well, with no reasonable explanation or effort to resolve the issue. I was not informed that such small changes would lead to a substantial price hike, and I now feel as though I have been misled into believing that the original rate would be honored.Unfortunately, I was met with a rude representative who was dismissive of my concerns and failed to offer any assistance. This unprofessional behavior only added to my frustration. I then attempted to contact a manager to address the issue, but despite my efforts, I never received a callback. I find this lack of communication to be highly unprofessional, especially given the urgency of the situation with my stay scheduled for this upcoming ********* a first-time guest, I expected transparency and honesty in pricing, and this experience has left me feeling misled and taken advantage. The lack of transparency regarding the pricing, along with the poor customer service Ive encountered, is extremely **************** booking is for this upcoming Friday, and I kindly request that you honor the original rate I was quoted. I would appreciate your immediate attention to this matter, especially given the short time frame before my arrival.

• Initial Complaint

  Date:03/19/2025

  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.

  We booked a room on the Holiday Inn website [at Holiday Inn Macon North] on March 11th to attend funeral for family. We had a late flight so when we booked the room for March 14th we added in the notes of the reservation that we would be arriving late after 1am (on March 15th). On our way to *******, our flight was delayed causing a delay getting to hotel. My sister-in-law attempted to call the hotel but no one answered. When we got to the hotel we were informed that our reservation was cancelled. We didn't get any warning or notification about the cancellation and when we asked who and how the reservation was cancelled we did not get a straight answer. We were also told that there were no more rooms available, so we had to scramble at 2am after a long day at the airport and a flight to find another room somewhere. The front desk called another holiday inn up the road after my sister found online that it had availability but they weren't able to hold that room for us even though it was another holiday inn and we had just gone through this mess. We went to that new holiday inn but they only had a single bed room, where we originally booked a 2 queen bed room, but only for that night. We then had to check out of that room and book another room for the next night. All of this cost more than our original reservation did.After this whole situation occurred, I tried contacting the guest relations to get a resolution but I kept getting the run around that they needed to speak to the general manager and that I would get a call back. I never got a call back and had to call them again, but was met with the same response, that they needed to speak to the manger, even though they had already spoken to the manager. All this to say I still have not received a call back or resolution to this issue.IHG guest relations has not been any help in resolving this issue. I have called several times and keep getting the run around.

• Initial Complaint

  Date:03/19/2025

  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 recently checked out of The Hotel Indigo - French Quarter, and my time there has left me utterly broken.I still have not received the 1 night credit that was promised. Here's is the timeline of events - February 24th - I was charged $243.86 March 13th - I was charge $731.58 (This charge is no longer reflected on my account)March 13th - I was charged $100 (This charge is no longer reflected on my account)March 14th - I was charged $172.06 (This charge is no longer reflected on my account)March 15th - I was charged $$243.86 (This charge is no longer reflected on my account)March 17th - I was charged $244.86 at CHECKOUT - (This charge was refunded today)March 18th - I received a refund of ***** (Refunded today) - Looks like this charge was (State Tax, City Tax, Tourism Adjustment. Occupancy Fee) March 19th - A charge of ****** posted on my account With that being said, I am still OWED 1 night. I paid a total of $****** (Posted today) and $243.86 (Posted February 25). Every refund or charge that dropped off my account was an UNAUTHORIZED charge to my account. Please advise.