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

952 total complaints in the last 3 years.
296 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:09/10/2022
Type:Sales and Advertising 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 *** group refused to fulfill the price match guarantee even though there is a cheaper rate from Priceline.com which also met all the price match requirements. *** should either honor the price match guarantee or demonstrate the said lower rate is not available or not qualified under their terms.
Business Response
Date: 09/26/2022
IHG ************* reached out to Xiangyu ****, via email, on September 26. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 10/01/2022

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:09/10/2022
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 reserved a night on ihg.com, for 08/31-09/01, in holiday inn express and suites *******, Confirmation # ********. In there I specified ************* will be checking in.This is points redemption.During check in, I double checked with front desk, it is points redemption, with existing reservation.However. I noticed in the end, the hotel charged to credit card ending in **** in the amount of $179 dollars.Id like them correct the mistake, and refund me the $179 dollars. Below is attachment of my reservation confirmation picture.
Business Response
Date: 09/25/2022
IHG ************* reached out to Mr. *************** via email, on September 26, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 09/26/2022

Complaint: 18009011

I am rejecting this response because:
they did not give any sort of apology or refund.

Sincerely,

*************
Business Response
Date: 10/05/2022
IHG ************* reached out to ** and ************* via email, on September 21, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 10/09/2022

Complaint: 18009011

I am rejecting this response because:
They did nothing, no refund was issued nor any apologies from the hotel.

Sincerely,

*************
Business Response
Date: 10/25/2022
IHG ************* reached out to ************* via email, on September 15, 2022 (it's possible ************* and ************* are the same person due to having the same exact information and concern). Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 10/26/2022

Complaint: 18009011

I am rejecting this response because:

Sincerely,

*************
Initial Complaint
Date:09/09/2022
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.
We were charged twice by the hotel "Holiday Inn **************** **********-******** (East), an IHG Hotel". We stayed on July 15, 2022 and engaged in multiple conversations with the hotel and the corporate office to receive one of the charges to be properly refunded. The corporate office keeps sending us to the local hotel for the refund and the hotel says its being refunded but we never receive the amount. Every time we follow up they say the processed the refund the prior business day. We have yet to receive the refund of 167 dollars.
Initial Complaint
Date:09/08/2022
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.
Holiday Inn Express: *************** (and other local IHG properties) list one price for government/military rates. Their own website simply says proof of eligibility required. When I checked in I was asked for a government tax form and was asked if this trip official business. It's not and no other IHG hotel in twenty years has ever asked me for a tax form. This seemed like a really shady way of price gouging by making vague eligibility requirements and then forcing weary travelers/tourists to just pay the higher rate or leave. I don't know if this type of business practices are limited to the *************** area, but it sure seems like it. I have never been questioned about this. When I ****** this up the clerk suggested OTHER hotels were wrong. My veteran and retired status was irrelevant, apparently. This is simply wrong.
Business Response
Date: 09/12/2022
Hello **************,

I hope you're doing well and in best health. Im *******. Thank you for reaching out with your questions about your reservation with Holiday Inn Express ***************.

I understand your concerns about being asked to provide a government tax form and about whether your visit was connected to a planned business trip, in which case your veteran status wouldn't have been recognized.

I am sorry about this matter. We always want to provide the best possible service, and I am sorry this did not happen. My intention is to provide you with an immediate resolution to your concern.

Don't worry, I have informed the hotel management about your concern so they can check into this for you. Rest assured that they will contact you within 48 hours. I appreciate your patience in the meantime. In addition, may I also have the dates of your stay as well as the name the reservation was made under so I can locate your reservation?

We appreciate you for including IHG Hotels and Resorts in your travel plans.

Stay safe and have a great day.

*******
Case Manager
IHG Hotels & Resorts - Guest Relations
Reference No.10510970583

On 9/9/2022 5:56:38 PM, 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: 47920700-04A86

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.
Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.

BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND

Don't wish to be contacted by BBB? Click here to unsubscribe.
This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.

Customer Answer
Date: 09/12/2022

Complaint: 18001895

I am rejecting this response because:
You say you've contacted the hotel but you still need the dates I stayed? Did you mean to lie this obviously?
This is unacceptable.
Sincerely,

***********************
Business Response
Date: 09/16/2022
IHG ************* reached out to ***************************, via email again, on Sep 16, 2022. Our Agents were able to review the situation and a resolution. We believe the matter to be resolved.
Customer Answer
Date: 09/16/2022

Complaint: 18001895

I am rejecting this response because: They are making excuses for vague rate eligibility descriptions and complaining to me about getting too many emails.

Sincerely,

***********************
Initial Complaint
Date:09/08/2022
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.
My name is ********************** Platinum Elite #********* At Apr 21 2022 I made reservation at "Mr * *************** Continentale " for one night stay ***** 1).Reservation # ********, redeemed : Anniversary Night Flex + ****** pts.My account was deducted ****** pts and one free night award coupon at April 22 2022..At May 5, 2022, I cancelled reservation. Cancellation ********. But, email cancellation only refunded : Anniversary Night Flex only, not refund ****** pts both.I cancelled within full refund time period. It should refund all. One free night award coupon (Anniversary Night Flex) + ******0 pts, both should be refunded.I called customer services to this problem. But ,The supervisor reversed 0 pts and one free night award coupon only. He just refunded partial !Original booking is points + 1 FN award coupon. When cancelled, Points + 1 FN award, both should be refunded.This supervisor should reverse ****** pts, too.Please refund(reverse) ******pts to my account.
Business Response
Date: 09/26/2022
Dear Team,
Good Day!
This is ***** from Mr ***** ************** Sales ***** Services Team.
I already returned our guest's missing ****** points and sent an update on his email.
Thank you!
Initial Complaint
Date:09/07/2022
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.
My boyfriend and I stayed in the Holiday Inn Express and Suites in ***********, **. We checked in with our service dogs and the woman at the desk said she would charge ** per dog. We explained that they are service dogs and she said we would be required to show papers. We explained that they are medical alert and response dogs and its illegal to require papers for service dogs. The next day when we checked out, they charged us $70 for our service dogs without telling us and we explained that these are service dogs and that its illegal to require us to show their papers. This was a very stressful experience and clear discrimination against people with a disability and service dogs. The hotel is supposed to be pet friendly, but its definitely not service dog friendly.
Business Response
Date: 09/24/2022
Subject: Thank you for contacting IHG(R) Hotels & Resorts - Holiday Inn Express *********** - 10510913953

From:    *************************    9/24/2022 4:39:39 PM
To:    *******************

Hi ************,

My name is ***** from Guest Relations and I am acknowledging receipt of your email regarding the issues you faced in the property with your service dogs.

I was able to review your case and found that the hotel has already provided Guest Relations an update. In the information the hotel provided, they mentioned that the hotel's website clearly stipulates that only service animals with proper documentation are allowed. Since this situation already involves the police, we suggest you get in touch with the hotel directly at the earliest at ************ or email, *********************

We appreciate you for making IHG a part of your travel plans and we hope to have the opportunity to host you again.

Best Regards,

*****
Case Manager
Guest Relations
IHG Hotels & Resorts
Reference ***************************************************************************: ************
Fax: ************
Email: *************************
www.ihg.com
Customer Answer
Date: 09/29/2022

Complaint: 17929348

I am rejecting this response because: it does not say that on the website and it is illegal to require paperwork for service dogs for disabilities in the **************.

Sincerely,

Shani
Business Response
Date: 10/01/2022
IHG ************* reached out to ***************, via email, on October 1, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 10/06/2022

Complaint: 17929348

I am rejecting this response because: it does not state that on the website I checked. They are lying. Even if it did, it is illegal to make someone provide service dog animal documentation, so my complaint has not been resolved, since I have not been refunded my $70 pet fee for my service animal.

Sincerely,

*************************
Initial Complaint
Date:09/06/2022
Type:Sales and Advertising 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.
PC number ********* I stayed at **** I asked for my points back and Todate I have not received them back. I had a reservation and in the coldest day they did not have heat and the maintenance came several times to fix it we went out and still no heat we had to leave the hotel and go home which was unfortunate. We were freezing the entire time and I had my disable child and could not have her stay in this environment. I informed the hotel when I was leaving and no one contacted me then I reached out on my own and was met with such resistance.
Business Response
Date: 09/11/2022
IHG ************* reached out to Ms. ************;Delay, via email, on Sept 11, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
Date:09/01/2022
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.
I stayed one night at the Holiday Inn Express hotel located on Madison ***** in ********, *******. I have been mistakenly charged $ 23, ****** for a one night stay. I checked in Aug. 28th and the charge was immediately put on my credit card on August 28th. I checked out August 29th before 11:00 am. I have called the hotel several times about this matter but the credit/refund has not been processed according to *********** It has been now four days. Horrible,.Attached is folio #******.
Business Response
Date: 09/01/2022
IHG received the BBB complaint on September 02, 2022. Upon reviewing the case, the guest called the Guest Relations team and ********************************** was informed that his case had been referred to the hotel for further review.
Initial Complaint
Date:08/31/2022
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 made a reservation with ihg holday in express for my terminally ill father in law for sept 5 thru sept 8. I paid a deposit equivalent to 1st nights stay and i asked how far in advance to cancel to receive a full refund and **** said 24 hours before the arrival date which would be September 4th 2022.. i called today 8-31-22 to cancel and they said i had to pay for the 1st night of stay! I said absolutely not because i was told 24 hours in advance, i am getting the run around so a complaint was submitted to the hotel and when i called them they sent me back to the original reservation line for help and still nothing.
Initial Complaint
Date:08/31/2022
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.
It is very unfortunate that I have to resort to writing a review on BBB.org for IHG. I have spoken to multiple representatives regarding my experience at Candlewood Suites on August 24, 2022. Sadly, after reading other complaints it seems I am not the only one who has received a lack of service.I arrived to Candlewood Suites on August 24th to unprofessional staff, unclean accommodations and an unsafe environment as there were two police officers already on site. We were also verbally attacked by an employee who accused us of littering on the property. I was promised a follow up from corporate after filing my complaint on August 24. Case ***********. Never received a call. I sent an email on August 27th to guest relations and did not receive a response either. On August 30, I contacted guest relations for the status of my case & was not offered any form of appeasement for my experience other than Im sorry. The call ended and I was left feeling helpless. I then sent an email to the *** and copied guest relations which a case manager responded this morning offering ***** points. I never stayed at the hotel and left immediately to contact customer service to cancel after the negative experience I received. Points is not enough to cover the frustration that I have dealt with to constantly contact guest relations for a follow up. Nor is it enough to cover fees I paid to Candlewood Suites and accommodations at a better hotel. IHG promises to reassure guests of their high level of cleanliness promise. This promise was broken as dirty sheets, smell of urine in hallways and carpet stains is not representative of high level of cleanliness. IHG also states to provide peace of mind with every getaway. This experience did not provide peace of mind or hospitality as you promise.
Business Response
Date: 08/31/2022
IHG ************* reached out to Mr. ********************** via
email, on 31 Aug 2022 09:19 PM. Our Agents were able to review the situation and
provide a resolution. We believe the matter to be resolved.

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InterContinental Hotels Group is NOT a BBB Accredited Business.