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:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 Tuesday, August 16th, 2022, I walked into the lobby of the Holiday Inn Express on ************ in **********, **********. I specifically requested a room on the first floor, which I received. After booking the room and while instructing me on where to park, the woman at the front desk advised me that all of the elevators in the hotel were out of service and that I would have to use the stairs to get to the 1st floor from the under ground parking garage. While walking down the 1st floor hallway towards my room I heard a hotel staff member say "what is he doing here"? After arriving in the room and putting my stuff away, I discovered that the pool was completely empty of water and was under construction. I left the hotel shortly. Upon my return I immediately received a phone call from the front desk. I was told that I would have to leave the room I was in and move to another room up stairs due to some unspecified incident. I went to the front desk and turned in my key. I was handed a key for a different room. I requested a discount and was immediately denied. I told the woman at the front desk that I wanted a refund. She stepped into a back room and made a phone call to the manager. She returned and advised me that she could not give me a discount or a refund. She gave me an email address for the manager. I handed her back the key and left. I never went to the other room and I didn't stay the night in the hotel. The front desk knew that they weren't supposed to have anyone in the room they gave me when I checked in but did anyways hoping I wouldn't complain once they moved me. I emailed the manager but he did not respond. I was charged $180.80 for a room that I didn't stay in. A room that I wouldn't have booked if I had known they were putting me upstairs in a hotel with broken elevators and an empty pool. I have never had service this bad at a hotel. I will not be staying at any Holiday Inn again. They have lost a customer for life.

  Business Response

  Date: 10/05/2022

  Responded to guest with genuine resolution
  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18166181
  
  I am rejecting this response because:  I was charged $180.80 for a hotel room that I did not stay in. I drove to the next city and paid to stay at a different  hotel. Only a refund will be acceptable.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/07/2022

  IHG ************* reached out to Mr. ********************* , via
  email, on 07 Oct 2022 . Our Agents were able to review the situation and
  provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18166181
  
  I am rejecting this response because:

  I found the hotel on ****** maps and I walked into the hotel to book the room. I didn't go to the hotel website. The front desk should have told me about the pool but didn't and they should have told me all the elevators were out of order before I paid. Why I was going to be moved to a different room is irrelevant. I specifically requested a 1st floor room. I would not have booked the room if I had known the condition of the hotel in advance. These conditions were existing before my arrival. The guy cleaning the hallway floor near my room was aware of this. The front desk should have been aware of this as well. The hotel was unable to provide me with the room I booked. "Points" are unacceptable. That means I would have to pay for an extra night at a hotel that I never planned on. It is not up to a business to make that decision for me. The only acceptable result is a refund.
  

  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/08/2022

  IHG ************* reached out to *********************, via email, on 08 Oct 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 was traveling the night of Thurs, 9/22 into the morning of Fri, 9/23 in *********, ****. Unexpectedly, I experienced an emergency & needed to stay overnight. In my search, I used Airbnb to book a reservation at Hotel Indigo .I realized in the message from the host *****, that the hotel was in ********** (2 hours away). To compound the location issue, the app recognized the time of booking (12:51 AM) as "Friday" and artificially assumes the traveler is booking for Fri-Sat... which, was not my case. -- as I needed Friday morning of Thurs-**********. Just seconds after the reservation was approved, I canceled it - INSTANTLY! Not even 2 minutes passed.Later that day (9/23), I requested a refund from *****, that went unacknowledged for days. Airbnb **************** reached out to ***** to refund my booking in full, & he refused.I then reached out to ***** on 9/28 & explained my situation that (1) I needed a reservation for Thurs-Fri, not Fri-Sat, and (2) it was ultimately the wrong city. He responded for me to contact Airbnb again; but, then he then refused Airbnb's repeated request again to refund. I instantly canceled my reservation and I never accessed the room. This hotel could have been booked by another guest. Hotel Indigo is a massive hotel chain, owned by IGH, and this location alone has 111 rooms. My reservation that was booked/cancelled within seconds did not cause any loss of business.*************************** has repeated poor reviews on the app; unfortunately, I only glanced at the hotel, not the host. I am requested a total refund of $454.03. This is my first experience with Hotel Indigo and I hope it's not a holistic representation of the company. I work in business and customer service, this could have been a great experience. I feel completely robbed by Hotel Indigo/IGH in my time of an emergency.

  Business Response

  Date: 10/05/2022

  IHG Received the BBB complaint on 06 Oct 2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to ***********************************, via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We consider this BBB complaint closed.

• Initial Complaint

  Date:10/04/2022

  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 am a platinum elite member with *** hotels group. I booked a stay at a participating *** hotel and was using points to pay for this reservation. My reservation was subsequently modified under the *** program guidelines and well within all cancellation/modification policies. My account was charged points for the nights of Aug 29, 30 and 31st. I only stayed the night of August 30th. Without my intervention, points were refunded for the 29th but not for the 31st. I tried to take care of this at the hotel level and was told I had to call the ***** number. I did that on September 13th after returning from my trip. I was on hold 50 min then talked with someone and was given a case number ( ***********) and told it would be resolved in ***** hours. I waited 72 hours and checked online. No resolution. I called back in and waited on hold 32 min then hung up and filed an online form. I then waited 72 hours. I called back, waited on hold 90 min hung up and submitted another online form. I then waited another several days, called back, was on hold for over 30 min, hung up and submitted my third online form. I then waited about 2 weeks and called back in and spoke with an agent who told me he could not help me. He did not have the ability to do what needed to be done and provided me with a phone number one of which I has already been calling. I tried the other number and was on hold for over an hour when another call came in which I took, handled and was still on hold with the *** number. I hung up and filed my 4th online form. The last two forms submitted stated I was going to file BBB report if this was not handled. I am seeking a minimum of a refund of my ****** points that were charged incorrectly or to be given one free night at the hotel where I had originally booked that I can use on my upcoming stay. (This is what the points would have bought me.) That still gives me nothing for all the time/energy I used attempting to right their mistake.....

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 checked in on 9/8. We were told our reservation was cancelled which was a lie. The supervisor assigned my two sisters ************************* , ******************* and I to room 933. They failed to check us in. When we returned that evening to undress, someone attempted to enter the room with a pass key. We had to call 6 times to reach the front desk. He acted like we were bothering him. He was rude and disrespectful. I complained 3 times to IHG. The manager dud not return my call until I was at the airport read to go home. We had requested to be moved to another IHG property since we felt unsafe. She inferred that we would be refunded for our stay. I have had to call several more times to follow up. The staff was unprofessional and disrespectful. I have stayed at multiple locations around the U.S. the service we received was unacceptable and subpar. I was charged ****** for this nightmare accomodation.

  Customer Answer

  Date: 10/02/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/05/2022

  ***** was contacted by the Front Desk Supervisor on 09.10.22 however there was no response from the guest room.<br><br>On 09.11.22-*** contacted the guest on the preferred number listed on the reservation however there was no response.<br>Guest called back at the hotel approx at ****hrs shortly after and was connected with *** however the line disconnected.<br>*** called the guest back and her phone went to voicemail.<br><br>Guest called back again shortly: *** spoke with the guest and informed her that the hotel tried to reach out to her on 09.11.22 however there was no answer form their room. ***** stated that she was out the whole day.<br>*** listened to guests issues and informed her that we will investigate this at our end and take appropriate action. ***** was offered full compensation towards her stay. ***** was satisfied with the resolution and thanked the *** for contacting her.<br><br><br>Case Marked as Resolve

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18059592
  
  I am rejecting this response because:
  
  
  

  I was told the stay would be refunded. We were only given one day credit. That has not been received as yet. I was never contacted by cell phone. We came to ****** to see a concert. We were never checked in. Our privacy was invaded by someone trying to enter our guest room with a pass key.

  Business Response

  Date: 10/06/2022

  IHG ************* reached out to *****************************, via email, on October 7. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18059592
  
  I am rejecting this response because: I have received no refund at all to this date. I have checked with my credit card company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/03/2022

  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 the Holiday Inn Express in *********, ** on May 20, 2022. Shortly after my stay, I noticed an additional charge on my credit card for $320.50. I contacted the hotel and IHG corporate, who opened a billing case. I was assured that I would be contacted regarding a resolution within 48 hours. A couple weeks later, I reached out to the local hotel staff again, who took a note and assured they would call me back. After not receiving a call back, I contacted IHG who recommended that I file a dispute with my credit card company. I did that, and the local hotel management (*******************, Area Manager) provided Chase documentation that the hotel charged me for someone else's room/reservation. After many attempts to contact ****, he never returned my calls and never reached out with further information. *** suggested that because I attended the same wedding as the individual on the reservation, that I must know him personally and could seek a refund from the individual. I do not know the person. I should not be held responsible for blatant fraud committed by the hotel.

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 from September 22 to September 27, 2022. Shortly after arriving I noticed roaches in the room number ****. I had been given a mini fridge for my medication and they were roaches inside of the fridge as well as on the wall and in the bathroom on the wall and floor and ceiling. I informed the manager who gave me his email address and told me he had to speak with his superiors but that he would make an adjustment on my bill. He then moved us to another room which also had roaches. There was no other manager available and I was told that he would handle it even though he was out of work due to a health reason. I left emails at the email he provided and contacted the customer relations department and the ********************** front desk. No one responded back to me and I never received bill credit. I had stayed at this location the year previous for half as much money without any roaches or any problems. This time there was a severe ***** infestation and when I got home I even had a ***** come out of my suitcase. I have pictures videos and eyewitness accounts of these events. I contacted the manager *************************** I also contacted customer relations and filed a complaint and they said theyd be back with me within 48 hours. I never received any contact back and when I called the hotel front desk back ,they just sat the phone down and no one ever picked up.

  Business Response

  Date: 10/05/2022

  IHG Guest Relations reached out to ********************* , via  email, on October 5, 2022. Our Agents were able to review the situation and  provide a resolution. Hotel already in contact with guest

  Customer Answer

  Date: 10/05/2022

  Guest relations just reached out to me in an email however they have not resolved anything. The Hotel told me that they are doing an independent third-party investigation. They have not even reviewed my videos of the roaches. I have not heard back from them and I believe they are using this as a stall tactic. Please further contact them or me for an update as soon as possible. Thank you

  Business Response

  Date: 10/14/2022

  IHG ************* reached out to *********************, via email, on 10/15/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:10/03/2022

  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.

  Booked Room on Friday Sept 30th for one night paid $188.07. Went to hotel to check in on Saturday Oct 1st. Arrived @ 415 for 4pm check-in time. Upon arrival we noticed very long line in the lobby area with a lot of disgruntled ppl. Ppl were advising that they had been there for hours & that there is a waiting list due to no rooms being available. There were no rooms available for ppl to check into as the rooms were still being cleaned. We waited in line for 1 hr & did not get into our room until 530. As we rushed to get ready for our event that started at 7 pm we noticed the sink was leaking however the leak was more of a pool of water coming out of the pipe. I cleaned up the water with the 2 towels that were in the room just so we could continue to get ready as we were already in a rush. We also needed ********** for our room. I thought cups would be provided but I had to go get those as well. I asked for Ice & was told the ice was on floor 2 & 5 as the 3rd floor ice machine was not there. I went to floor 5 to learn the ice machine was not working so i had to go to floor 2. Fast forward...Once we got back to the room @ 12am and attempted to shower and use the sink we noticed the leak was a little worse, I called down to the front desk to advise of leak and were advised there was not another room available for us to switch to. I told them that was fine but we at least need additional towels to continue to clean up water and for us to bathe w/ as we used all towels provided to clean leak. I was advised that i can come down and get them if i need them. We went down and got the towels to then find that there was no soap in our room. No bar of ******************************** in the bottles in the shower which was also another inconvenience. The next morning during breakfast we went down at 9 & most of the food was gone & the food staff had an attitude that we were asking for food to be replenished.

• Initial Complaint

  Date:09/30/2022

  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.

  Checked into my room on 9/29/2022 when I got to the door, the front door looked jammed & as if someone tried to previously break in. There was also a very weird odor the entire stay, then when I had to go downstairs later in the evening to get a DoorDash order, when I got back to the room & tried to open the door ************ deactivated. This would force me to ride the elevator back down to go to the front desk to get the key reactivated again. This is definitely not a Holiday Inn Im used to visiting, the Booking app said it was 3 stars, but its definitely a 2 star hotel. Definitely did not get what I paid for during my stay

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Made reservations at this hotel on September 4, 2022, for one night. The reservation was under my sister's name and credit card. We checked out on September 5, 2022. When I tried to use my credit card it declined. When i called the credit card people, they ran through all my last purchases. There were 2 that were pending - which was $50 and $164.92 total $214.92 which put my credit card over the limit. I had given them my credit card for the $50 to hold. I DID NOT GIVE THEM permission to run my card for $164.92. When I called the hotel, they said they ran my card on accident. I spent 3 hours on the phone trying to get the hotel to refund me. I had to have a 3-way call with the hotel and credit card people ************* the final outcome was you need to wait **** business days. The hotel also said they could write me a check - but 1. i was not near that hotel at the time and 2. NO BANK is open on a holiday...

  Business Response

  Date: 10/01/2022

  IHG Received the BBB complaint on October 1, 2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to *************************** via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We consider this BBB complaint closed.

• Initial Complaint

  Date:09/28/2022

  Type:Order Issues
  Status:

  AnsweredMore 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 a loyal IHG customer for years always opting for IHG when scheduling travel through the Defense Travel System (DTS). To date, I have yet to earn a free stay. This evening when I checked in at the *************, ** location, I asked your representative at the desk, as I always do, to ensure that my IHG Rewards number is added to my stay. She informed me that if my number isn't added when I book the room then I don't receive the points. After all these years she is the first to inform me and this explains why I have never earned a free stay over the many years that I have exclusively chosen IHG over the competition. I am very upset as there is no point in preferencing IHG without the rewards. I'm hoping someone from IHG can validate my stays and do something about this.

  Business Response

  Date: 10/12/2022

  IHG Received the BBB complaint on 13 October 2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to *************************** via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We consider this BBB complaint closed.