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:09/20/2022

  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 have never experienced the rude and knowledgeable behaviour that I did today. I have been a IHG card holder for years. I'm a diamond elite status card holder as a well as a IHG platinum vacation club owner for more than 12 years. I have a simple question that could not be answered about diamond elite points. The response I received was not correct, and I was told I would have to wait 3 to 5 days to get a call back. After 1 hour and 45 minutes I finally gave up. There are issues with some of the information on hold as its states incorrect information. Very unprofessional to say the least. I am requesting a person other than a call center associate call me back. In addition, it would be helpful if I could understand the person. I'm so disappointed right now with IHG. How about creating a raving fan. I'm sure ********************** would be disappointed too if I was to tell him my story.. Looking at the poor response back to these complaints I am not very optimized anyone will call me back.

  Business Response

  Date: 10/06/2022

  IHG ************* reached out to Mr. *********************, via
  email, on 06 Oct 2022. Our Agents were able to review the situation and
  provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:09/19/2022

  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 checked in to the Staybridge Suites in Stow for one night on sept 17. This was the worst hotel experience I have ever experienced. Checked into the hotel just after 4pm. Traveling with one adult, with a broken foot, and young children under 10. Receptionist was short, but friendly. Got up to our room. Daughter immediately need to use the restroom after a long drive upon entering the roo. Came in to a toilet that had overflowed at sosomsosome point prior to our arrival. Immediately called the desk and told them the toilet overflowed and there was a mess on the floor, and an obviously cloggedtl toiet. The desk clerk said i needed to come down to the desk and get a plunger! I explaines this was a sanitary problem and I also had a broken foot. She told me to send one of my kids down, because she was the only person working. I asked for a manager and she said there was not one there. She said ***** would be able to come and clean the toilet mess up either. I asked to switch rooms because of the unsanitary concern, and refuaed citing a "full house". Sent my 8 year old down for a plunger. Used the towels I hadto clean the best I could. Called for morw towels. Guess what, was told I had to come get them! Broken foot and all. No beddingfor pull out in closet, like everytime, Come get them. tAll hours calling to claim no manager available and still ***** able to clean/sanitize the bathroom. We had to plunge the toilet the whole stay. 6 attempts to call desk throughout the night, no answer. No towels in the pool either day despite being the only guests using, and none in the dirty bin. Went to check out and ask for a manager, sign said they stepped away. stood 20 minutes while both desk clerks stood outside the front door talking and smoking. Gave up and left. The clerk couldnt bring towels, a plunger, god forbid clean up a flooded overflowed toilet on arrival, because they say they were the only one there, but two can put up a sign, leave the desk for a smoks and chat?

  Business Response

  Date: 09/23/2022

  Guest Relation has reached out to the guest  via email, on on September 23, 2022. Our Agents were able to review the situation and provide a resolution.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18048384
  
  I am rejecting this response because:

  I do not have any desire to return to an IHG hotel after this experience, so points towards another stay does not make me comfortable. Requesting a refund for my stay

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

  Business Response

  Date: 10/02/2022

  IHG Guest relations reached out to Valerie ****** , via  email, on  September 24, 2022. Our Agents were able to review the situation and advised the guest we are unable to give monetary refund. We believe the matter to be resolved.

• Initial Complaint

  Date:09/19/2022

  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.

  We stayed in the Crowne Plaza on *************************************** from Saturday 9/10 to Monday 9/12. We went to watch the cowboys game and after the game, when we returned to our hotel room, we noticed our door was open. It seems that it may have been an error on the housekeeper's part because the beds were made. At first when we called the front desk to report the incident we hadn't seen anything missing. Upon further inspection we noticed my friends ******** switch and some cash that he had in his luggage were missing. We decided to file a police report immediately. During check out I noticed my card had been charged for $250. When I asked the front desk what the charges were for, he informed me that they had suspected we were smoking in the room. I was immediately appalled, for neither me nor my friends smoke. When I asked if they had any proof of this, the clerks response was that they didn't need any proof. Now I am not sure if they were profiling us since we are of Mexican descent, given that they were very rude to us, or if they might have been mad that I called the police and filed a report against the hotel. The police report number is #******-2022 with the ****** ****************** their number is ************** Please help me resolve this issue I am expecting a child and my wife will stop working soon. This trip was supposed to be a relaxing getaway with my friends and instead it was a nightmare. I will never recommend this hotel to anyone, nor will I ever be staying here again.

• Initial Complaint

  Date:09/17/2022

  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.

  I am a Diamond Elite Member for IHG, I was spending over 100 nights a year in their hotels. With those hotel stays, you earn rewards that can be redeemed for hotel stays or items through their website. I used ****** points to purchase 2 Amazon $100 gift cards. These cards took about 2 months to be delivered to me, upon arrival, I tried to enter the claim codes into the amazon website and the codes are inactive. I called the Diamond Elite hotline and was told to call another number to put in a complaint. I called that number and they took down the claim codes and SN's off the 2 cards, they said I would get a call back in 5 days. 5 days past and no call, so I called back, they said it would be 5 days and I would get a call.5 more days go by and no call, I called Diamond Elite hotline back this time, they said they would put in a request with the vendor and I would get a call the next week. A week and a half go by, no call, I called back Diamond Elite and they said they had just sent out an email to the vendor that day, I asked why they waited so long to send the email, no real answer was given. It has been a month and a half of trying to get valid claim codes, this makes about 3 months since ordering the "Reward". It baffles me that a company would give up close to $20,000 dollars a year in hotel stays over $200 of amazon gift cards but it is clear they have no interest in getting this resolved through their Diamond Elite "Special" Hotline. I will never book another stay with IHG until this is resolved and I get my points back.

• Initial Complaint

  Date:09/15/2022

  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 opened an IHG Rewards Premier Mastercard a few months ago. They had a promotion to earn ******* bonus points if I spent $3,000 in the first three months. I hit the minimum spend of $3,000 last month and have been waiting to receive my bonus points. I have a hotel stay I would like to book as soon as possible because the hotels in that area book up pretty quickly. I did try to call customer service today but was just put on hold and then the call dropped. Could you please add my bonus points to my account as soon as possible? Thank you!

• Initial Complaint

  Date:09/14/2022

  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 work for ********* Airlines. We were at this hotel from 8/14/2022 to 8/18/2022. I was in room ****. I realized I left my red Moncler polo shirt in the closet and called Crowne plaza on 8/19/2022. They told me they had it and they will hold it for me because I initially was going to fly back down there to retrieve it. I called back a day or two later to get instructions on shipping. They told me I had to email them the shipping label. They gave me an email. The lady I was on the phone with had a bit of an accent so called the next day to confirm the email address. In the process I asked You guys still have my shirt right? She put me on hold to go check. She came back and said I dont see a red shirt here. She then told me to call back and speak to *** (office manager). Ive been calling ever since and *** is never there when I call. Nobody knows where my red shirt is. I was told protocol is lost & found will hold things for 3 months, so there is no way possible my shirt isnt there. Somebody stole it and I want to be reimbursed for it. Or simply deliver my shirt to me. It is a very expensive shirt, costing $250.

  Business Response

  Date: 09/17/2022

  IHG ************* reached out to Mr. *********************** via  email on September 18, 2022. Our Agents were able to review the situation and  provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair 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.

  On June 5, 2022 I checked in at night to the Holiday Inn. I had made the reservation through priceline.I spent most of the night trying to reach out to a manager or someone to help me given the condition of my room.It was beyond filthy with literal f**** on the carpt.The walls were dirty.The linens as well.I was told at one point that they had no replacement linens because laundry was outsources and their was a delay. The air conditioner was not working or barely. I started to get very upset because I was afraid of being exposed to COVID given the filth or the room. The hotel was booked and after 10 impossible to speak with front desk. I called priceline.I also realized that as the humidity got worse, this could flare up my MS. I called princeline and they apologized but said I should dispute it was my card. I did and it was reversed then priceline said that i was bound because it was "non-refundable." While I get that part, the hotel has a duty to be habitable and not present a health risk. IF Holiday Inn agrees, the charge will be dropped. As I left the NEXT day, into a new hotel, having spent half the night trying to look for one, I was told I would pay for the first night but understanding how bad the situation was, they would speak to the manager (the young lady at the front desk.) I believed that Holiday Inn would honor this instead of telling priceline that the charge was valid. I am submitting proof I had to got to a new hotel and pay out of pocket for this. The service was not rendered and the conditions were uninhabitable and a danger to my health (which I am certifying.) The photos I submitted are of the room which were all taken on the day of check-in. ---You can see the filthy towels and carpet, in addition to dirty walls.

  Business Response

  Date: 10/05/2022

  ***** was only charged for first night of stay. After reviewing the submitted documents from guest and seeing that she was at another property for the remaining nights, we refunded the rest of the stay to the priceline card. It was processed on 9/21/22. Guest would have to contact priceline where they booked to receive the payment as priceline provides payment to hotel via virtual card for guest security. Case Resolved. 

  Customer Answer

  Date: 10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/13/2022

  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.

  The front desk agent setup an IHG rewards account and the points are not reflecting. I was placed on hold over an hour and 30 minutes waiting.

  Business Response

  Date: 09/30/2022

  IHG ************* reached out to ***************************, via
  email, on 25 Sep 2022. 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: 18021048
  
  I am rejecting this response because: I still have not received my points from my two night stay.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2022

  IHG ************* reached out to *************************** , via
  email, on 26 Sep 2022 02:27 AM. Our Agents were able to review the situation and
  provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:09/12/2022

  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 booked a room via ****** Wednesday 09/07/22. My stay was for 09/07-09/08. However i was attacked by my ex wife in the lobby. Police were called and a report was generated. I had terrible encounter with the general manager ***********************. She declined me retrieving the video from the security cameras. Also she told me the camera doesnt work.I never got a refund from ****** and I couldnt enjoy my stay at this hotel. At this point i am ready to **** This was the holiday inn in north aurora ***********************************************************

  Business Response

  Date: 09/29/2022

  IHG ************* reached out to **************************, via email, on September 29, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:09/12/2022

  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.

  Made a reservation through IHG hotels and wasnt able to make it to reservation due to contracting covid. Made numerous tickets with their customer service, says I will be contacted within 48 hours and it has been months.I would like to get my points that I was used for this reservation to get refunded