Business Profile

Hotels

InterContinental Hotels Group

This business is NOT BBB Accredited.

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Complaints

Name: InterContinental Hotels Group
Address: 3 Ravinia Dr Ste 100, Atlanta, GA, 30346-2121, USA

This profile includes complaints for InterContinental Hotels Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

951 total complaints in the last 3 years.
297 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/27/2022
Type:Service or Repair 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 signed up with IHG rewards chase card they advertise free night stay at there hotels on one year anniversary of membership its past my one year anniversary and they still havent added it to my account every time I call they say it should have been deposited already and they are very hard to get in touch with this is a scam they use to get people to sign up for there **** rewards card through IHG chase rewards
Business Response
Date: 10/12/2022
Hello BBB,
This issue has been resolved since September 29th, 2022. Kindly refer below our reply to our member.
Subject: Update regarding your Anniversary Free Night from Chase. Ref#***********

From:    ******************    9/30/2022 7:34:52 AM
To:    ************************

Hello *******,

Thanks for getting in touch! I hope you are having a lovely day, *** here and I am really glad to assist a valued member like you.

I know it took some time for me to respond and I appreciate your patience. We are currently working on lowering our email volume.

Regarding your concern about the Anniversary Free Night from Chase, I would like to let you know that your Anniversary Free Night Voucher was already deposited into your account last September 29, 2022, and you should be able to see this upon logging in to your IHG One Rewards account online via IHG One Rewards App or website/www.ihg.com.

If you are not seeing the Free Night voucher on your account, you may try to re-install your IHG One Rewards App or log in to www.ihg.com in the meantime.

We're glad to have you as one of our valued Platinum Elite members and thank you for your enthusiasm in participating in IHG Rewards Chase Credit Card, I hope that you find the additional perks more rewarding.

I hope I was able to address your concern. If there's anything else that I can help you with, please feel welcome to reach out and I would be more than happy to help.

Stay safe and have a lovely day,

Anj
******************
**************

On 9/28/2022 7:57:18 AM, Better Business Bureau wrote:




Better Business Bureau
BBB PROVIDES A SERVICE THAT MARKETS
TRUST IN YOUR BUSINESS & BRAND
Company: InterContinental Hotels Group
Consumer: *************************************

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's *************************** System to read this message.

Go to: https://respond.bbb.org/respond/
Enter Code: 48380228-8F30C

This is a no-reply e-mail. Replies to this message are not monitored or answered. If you have any further questions or concerns, please contact the BBB representative assigned to your complaint in the above link.

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Initial Complaint
Date:09/27/2022
Type:Billing Issues
Status:
ResolvedMore 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 hotel said a cooking pot was missing. I told them I didn't take it. I checked out of my room earlier than 6 hrs. They charged me ****** for a cooking pot. My room was only *****. I definitely don't understand how they can do that. Please help me get this resolved. This is not acceptable. Thanks
Business Response
Date: 09/29/2022
Hello ************** ,

Im ****** from Guest Relations Team. Thank you for reaching out with your billing concern on your recent stay. We want our guests to have a positive impression of our brands and I am sorry to learn about the conditions that prevented you from having a pleasant stay.
To better assist you would you be able to provide your hotel confirmation number or Hotel Location and Arrival date so we can dispute the charge for you?

Looking forwards to the additional information.

Best Regards.

******
Case Manager
Guest Relations
IHG Hotels & Resorts
Ref #:10511801163
************* ******
Phone: ************
Fax: ************
Email: *************************
www.ihg.com
Customer Answer
Date: 09/29/2022
Company requested info an I emailed it to them. Just now..so as of yet no resolution or contact from them on my personal contact information.
Business Response
Date: 10/01/2022
IHG ************* reached out to guest , via
email. Our Agents were able to review the situation and
provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 10/03/2022

Complaint: 18133921

I am rejecting this response because: I have not been contacted by the buisness or refunded. Contact me at **********. I have reached out multiple times to this buisness. No response

Sincerely,

*****************
Business Response
Date: 10/03/2022
Hello **************,
Our hotel is an extended stay hotel that provides pots, pans, dishes so that our guests such as yourself have the freedom to cook while you are traveling. When a guest checks out, we have a list that we must check off to make sure everything is in its place to get ready for the next guest. We do this consistently so that every guest can take advantage of the amenities we offer. We know that the items are in every room and if they are not, then we must replace them and that is not cheap. Before you rented your room, every item was in its place. But when you left, there was a multi pot that we put on every stove was missing. Therefore, we had to replace it. We gave you a call to see if you had accidentally taken it and was and sill are willing to give you your $150 back upon getting the pot returned.
Thank you.
*******************************
General Manager
**************************
*********************************
Customer Answer
Date: 10/04/2022

Better Business Bureau:

The hotel reached out to me and we were able to get this issue resolved. Quickly and very professional. Thank you for your help. I will continue to stay at candlewood suites.

Sincerely,

*****************
Initial Complaint
Date:09/26/2022
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.
HOLIDAY INN EXPRESS & SUITES ********************************************* Room #*** On September 24, 2022 I parked my 2017 Ram **** in the hotel parking lot. Next Morning it appears that other cars including mine were broken into and damaged. Upon talking to other guests at the hotel, cars were reportedly broken into a few days prior. No one at the hotel mentioned this information at check in or any other time during my stay (9/21 thru 9/25) that there were recent issues with vehicle break ins. Informing guests this information would allow guests to take added steps to help avoid becoming a victim. This location is negligent in providing a safe environment for its guests.
Initial Complaint
Date:09/26/2022
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.
Stayed 3 nights, 9/16-9/19. Immediately after checking in, I noticed there wasnt an iron in the room nor comforter on one bed. I asked ***** ??? At the desk for these things. He said he was new and would try to find them. 45 minutes later, I received an iron. I had an event to attend that Saturday. When I took a shower Friday evening, I put the body wash on the soap holder and when I turned around in the shower, it fell off the wall scratching the back of my leg. I immediately notified the front desk and ***** apologized. Thats it. Then I let him know the tv wasnt working and there was no remote, the microwave wasnt working, the water pressure was extremely low, the ironing board was bent, no toilet tissue, the numbers on the clock were half unlit, and on Sunday when housekeeping showed up to the room with a microwave, the replacement did t work either. They needed to get two microwaves. The housekeeper verbally attacked me telling me she cleaned the room and asked me for the remote. I told her I didnt have it. I went 2 1/2 days with no tv, no microwave, dirty shower, and no extra comforter. Then when I called customer service, the ********************** lies by telling them someone named ***************************** spoke with me and had taken care of things. No one spoke to me. I hate liars! If I did t have my iPhone, Id have no entertainment. I couldnt warm any food if I tried. The entire stay was a disaster. And the front desk guy told me he was a new employee and couldnt help me. He told me no managers are there on site on the weekends. He said he called his manager and she would be in to work at 9:15am on Monday morning, in which no one came to see me nor called me. Id like a refund. No one asked about my scar on the back of my leg either. The customer service was terrible, the room was almost completely inoperable, and the housekeeper yelled at me for things that were put in place or missing when I arrived. They dont have to worry about another stay from me at this location.
Business Response
Date: 09/29/2022
IHG ************* reached out to Ms. ********************************** via email, on 29 Sep 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
Date:09/25/2022
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.
Im a rewards member and EARNED points staying in their hotels. I went to use my points and they removed them from my account. I signed up with them in 2015 and the agent never mentioned that a new policy points will expire a undetermined amount of time bc they couldn't even tell me. I booked the hotel based on the **** points I'd earn and are mine after paying for a week in their hotels. I never signed anything agreeing to let my points "expire". If I earned/paid for them, they are mine and shouldn't be taken away. I am seeking to have my points added back and they should double them for the frustration and now the extra expenses I was counting on using the points for.
Initial Complaint
Date:09/23/2022
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 Sept. 2022, I attempted to purchase $1500 in points from IHG in order to purchase future hotel stays with points rather than cash--they had a promotion going for an 80% bonus when you purchased points during that time frame. The terms and conditions stated that the points would be reflected on my account within 72 hours. Over a week later, I still had no points on my account and no longer needed them because, due to the delay, I had to use cash to make the bookings that I originally purchased the points for. I called customer service and after talking to several people and spending over an hour on the phone, I was told I would have my $1500 refunded.Over two weeks later, they still have my $1500--it appears that rather than refunding my money, they have instead given me points. Those points are useless to me now given, as I stated before, their extremely delayed application on my account forced me to make future bookings in cash. For the last hour I've been attempting to get through to customer service to correct this issue and give me a refund. I was on hold for the vast majority of that time and passed around to several different customer service people, none of which were helpful and each of which just passed me somewhere else. The last person I spoke with simply hung up on me while I was explaining how long I've been on hold.
Initial Complaint
Date:09/23/2022
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.
Internet access is deliberately limited to 5mbit. It's unusable, this is absurd. Other, cheaper hotels have solid speeds. Why do you choose to nickel and dime ** in strange ways that render me unwilling to return to another IHG hotel knowing the quality of my stay swings back and forth so badly?And you've got motion smoothing turned on with the *** How am I supposed to watch anything on ******* when it constantly buffers and the ** is impossible.
Business Response
Date: 09/24/2022
As per the Hotel Management, the guest reservation was for one night. The front desk accommodated the guest request and changed the reservation to a one night stay. They referred the guest to hospitality Wi-Fi which is where the guest was signing into the *** Rewards One. Unfortunately the speed provided is limited to 5 megabits which is typical for a hotel.
Initial Complaint
Date:09/22/2022
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.
Hi, thank you. Usually IHG is a great company. Their phone systems and website were down for days, which I understood, and was patient and waited about 10 days. Now it is impossible to get a hold of someone, I have waited on hold for about 6 hours total in past several days to rectify a problem.Thank you
Initial Complaint
Date:09/22/2022
Type:Service or Repair 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 booked a room directly through *** for a stay at Candlewood Inn Suites **************. On their site, the room showed a picture of a two room suite with a couch and kitchen in one room & a bed in another. Prior to booking, I called the property and spoke to ******* for confirmation that with the room I was booking, the pull-out couch was also a bed. He said yes. When I got to the hotel, the room was a double bed room. I went to the front desk to understand why I didn't get the room I booked. The woman at the desk said that is what I booked. I told her about what was on the *** site & my call to *******. She went online & said your website had an inaccurate description. She agreed that your site was misleading yet there was nothing they could do. It is a case of bait & switch. I called on Monday 9/19 and was told I'd get a call back. I didn't so I called again 9/22. I spoke to ***** on 9/22 who said there was nothing they could do since I booked on Trip Advisor. I told him I have the confirmation of booking directly with ***. He didn't care. I was transferred to corporate, wherein **** stated that the employee they spoke to at Candlewood now is stating that she told me I got what booked. Any of her statements about the website being incorrect were not documented. I have a witness to back me up on what she said. Her story changed when corporate called her. With this, it is the 3rd time *** has changed facts to suit them. He said he has it all documented, albeit incorrectly & none of that mattered to him. Terrible customer service that is full of changed facts and bait & switch. I can have my witness provide a statement, if necessary. Since *** records phone calls, I ask that corporate listen to my prior calls: 9/15 10:20 & 10:33pm est, 9/19 8:38am est & 9/22 9:14am est
Business Response
Date: 10/07/2022
Concern already being handled by our Senior Case Manager team. Forwarded concern to them on October 8, 2022 to reach out guest regarding additional contact on concern.
Customer Answer
Date: 10/11/2022

Complaint: 18061729

I am rejecting this response because: The case manager refused to acknowledge the submitted documents, that were filed with the original and, facts of this case. In my original complaint, I attached my reservation that was made directly from Candlewood Suites. Confirmation number 42253462. Refer to attachment and once again, I was told that my reservation was made through TripAdvisor. They, also, refused to acknowledge that their website was misleading and wrong. All of which was documented in my original complaint

Sincerely,

***************************
Business Response
Date: 11/03/2022
IHG ************* reached out to Mr./******************************* ********* email on November 3, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
Date:09/21/2022
Type:Billing 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.
My wife, ********************************************, and I had reservations at the InterContinental to stay from Thursday September 8 to Monday September 12. We arrived at the hotel Thursday to check in and as we checked in, my wife was informed of a nightly $100 charge that would be placed on the credit card for amenities and if we didn't use any thing, it would just be placed back on the card. We know hotels typically hold a charge for things like ppv, mini bar usage, or damage so we were fine with it. Later that day we requested a mini fridge for our room. Since mini fridges were an added amenity, we were told it would be $25/night. We agreed to the charge and the fridge was brought to our room. Upon checking out the room Monday morning my wife was asked if she wanted a receipt. She said yes and got her receipt. As she looked over the receipt, she saw charges we were not made aware of such as a nightly parking fee and a nightly resort fee until just at that moment when the totals were already posted. We walked away wondering if we were ever told of these charges and realized we were not. I called the manager and after questioning the charges, he stated that he informed my wife at check in. After my wife informed him a female checked us in, he stated the charges were part of the stay. We feel as though these charges were never in any listing or never told to us until after the final posting and it definitely would have factored into any decision made to stay at the hotel or not.
Business Response
Date: 09/23/2022
IHG Received the BBB complaint on September 24, 2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to Mr. ************************* 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.
Customer Answer
Date: 09/23/2022

Complaint: 18020493

I am rejecting this response because:
The company made contact with me but I do not consider it closed until a resolution is reached. Contacting me is not a finalization of the complaint.
Sincerely,

*************************
Business Response
Date: 09/24/2022
Hi ****************,

My name is ****, and I am happy you got in touch with us.

First, I apologize for the delay in response as we experienced an outage due to unauthorized access to our systems that affected many of our booking channels and internal systems. Most of these are back online, and our team is working to restore full service as our highest priority.

I received an email from Better Business Bureau regarding your complaint. I am sorry to learn about the charges that you have received during your stay. IHG cares about your experience, and I appreciate you taking the time to let us know. To be able to look into this for you, we need some additional information in order to find your reservation. Please reply to this email with your confirmation number, the name of the hotel, the name the reservation was booked under, and the dates of your stay. If not all of this information is available, just provide what you can. Please use Case # *********** in your email.

We look forward to hearing from you.

Also, even though the issue is not yet fully resolved, I'd still appreciate it so much if you can provide quick feedback about the service I provided through the survey that will follow this email.

Best Regards,

Hill
Case Manager | Guest Relations
US & ******: ************
Fax: ************
Email: hi-**********************
Customer Answer
Date: 09/24/2022

Complaint: 18020493

I am rejecting this response because:
I've supplied the information to you.

Sincerely,

*************************
Business Response
Date: 09/27/2022
IHG ************* reached out to *******************************, via email, on 09/28/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 09/27/2022

Complaint: 18020493

I am rejecting this response because:
They refuse to acknowledge their mistake and continue to lie about what happened.
Sincerely,

*************************
Business Response
Date: 09/29/2022
IHG ************* reached out to *****************************, via email, on 09/28/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 09/30/2022

Complaint: 18020493

I am rejecting this response because:
There was no resolution offered. They simply told me what their policy was and that's it.
Sincerely,

*************************

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InterContinental Hotels Group is NOT a BBB Accredited Business.