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:08/19/2022

  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 had reservations to stay at this hotel Aug. 3-7 of 2022. My dad had knee surgery and had some complications, so I had to leave 3 days early. I informed the staff, told them about my situation, and they said to just let the person know when checking out. I did that on morning of Aug 5th, and the female staff member said she would take of it. They never did and charged me the full amount, and will not return numerous phone calls an messages. I asked to talked to managers, the customer service is unprofessional and untehtical.

  Business Response

  Date: 08/24/2022

  IHG ************* reached out to ***************************** , via email, on August 24, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:08/18/2022

  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 left my bag in the Crowne Plaza Perimeter on 7/5/22. Called the next day when I made it home when unpacked and I realized my bag wasn't in my luggage I called the hotel and asked them if they found my bag. After holding for 8 minutes there was a man of Indian or Arabic decent who told me he found my bag and I needed to contact security the next day because they were closed when I called. I called the next day talk to ************************* told her the story and she told me security is open 24hrs so she wasn't sure why he would tell me that. She than asked me who i spoke with and what time i called. I told her the guy i spoke with was of Indian or Arabic decent. She than told me there was someone that works there of that decent and he was working at the time. She asked me to send her a screenshot of the phone call via email, as well as a photo of the items that were in the bag and i sent that 7/7/22 and she assured me she was going to look into it and get back to me. After almost a month of no response and no resolution she finally answered and told me she sent the claim to ************** to a guy name ************************* after he never called me i reached out to ** again asking for a claim number or phone number to contact ****** and she had nothing but a name. I reached out again 2 more times and she finally had a phone number. After calling ****** over 6 times he we finally spoke. ****** than tells me they don't know where the bag is and they don't have proof that the guy i spoke with said it was found and there is nothing on the cameras. The resolution is that there is nothing they can do because they don't have it on camera. The only other thing that could have happened is the cleaning people grabbed it. But no one is worried about it or even cares to help me figure it out. I just want my bag or someone to replace my items.

• Initial Complaint

  Date:08/18/2022

  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.

  There is no roof on the hotel the ceiling is caving in, and they have housekeepers working where you can smell the mold on every floor the 4th floor is really bad they had rain on pass Monday and flooded out the hotel some of my belongings got ruined and the ceiling is peeling and the lights are falling down they are not doing anything about it.They need to be shut down until they get the hotel fixed.

  Business Response

  Date: 08/18/2022

  IHG Received the BBB complaint on 19 Aug 2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to Ms. ************************* 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:08/17/2022

  Type:Delivery 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.

  I stayed at this hotel on the night of July 28th, due to a layover/flight cancellation. On the 29th I dropped my phone in my Lyft. The hotel contacted me to let me know that they had received my phone from a Lyft driver and told me to send them a shipping label and that it would be shipped right away. I checked the tracking number on Saturday to see that it had not shipped. I called them and they confirmed that they had received the shipping label and that it would be shipped the morning of August 1st. On the 2nd the tracking number still showed it had not been shipped. I called again, they said they would have someone call me back. I did not receive a call back. I have called every other day since then, with no answers. During my most recent call I talked to the Director of the hotel, he said he would call me back by the end of the day, but did not. I have not received any call backs, and none of my emails have been responded to. It has now been 3 weeks since my stay.

  Business Response

  Date: 08/17/2022

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

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17730954
  
  I am rejecting this response because:

  The email that was sent to me by the Case Manager from IHG stated that they were giving the hotel management 48hrs to make this right. It has now been 6 days since I have received the email, and again, the hotel has failed to handle the situation or even contact me with any information about what happened to my property after they told me it was surrendered to them and that they would ship it to me once I paid for a shipping label, which they confirmed to have also received. I am now going on 4 weeks since my stay and I have had to buy a new phone.

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

  Business Response

  Date: 08/23/2022

  IHG ************* reached out to *************************, via email, on August 23, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17730954
  
  I am rejecting this response because: IHG has failed to make any movement with their hotel in resolving the issue. *** said they contacted the hotel management and was giving them ******************************************************* This was two weeks ago. The hotel also has yet to make any explanation or even contact me regarding the issue. It has now been a month since they said they would send me my phone.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/17/2022

  Type:Sales and Advertising 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.

  I stayed at the ********* ** staybrige suite. I had to pack up and leave. After I saw a cockroach in my room. The hotel smelled horrible. The staff was completely rude. They offered a 50% refund after I paid a leaving early fee of $100.

  Business Response

  Date: 08/17/2022

  IHG ************* reached out to *********************, via email, on8/18/2022 8:59:38 AM. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17729161
  
  I am rejecting this response because I don't believe they are committed to making any sort of change. They put my family in a hazardous situation. I want answers on how they let their business get so bad and why their staff is so negligent. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/23/2022

  IHG ************* reached out to *********************, via email, on 8/24/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17729161
  
  I am rejecting this response because IHG has not provided their end of the deal. Im still waiting for them to complete their end of the deal 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/14/2022

  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 was told by ihg I would receive a refund of half of the cost of my stay in two rooms for two nights a total of four nights. I would receive this refund from ihg. After horrible stay at holiday inn ******** ***** I. February. Still no refund. I have spent hours on phone and still no resolution after I was promised refund.

  Business Response

  Date: 08/15/2022

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

• Initial Complaint

  Date:08/13/2022

  Type:Product 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.

  I originally made a reservation for Crowne Plaza Hotel in ******* for 08/08/22 through ************** I paid ****** for one night. I made the reservation on 07/05/22. On 07/31/22 I had contracted Covid 19 and realized I would not be able to use this reservation. I called the hotel directly and asked for reservations. I was apparently transferred to IHG Corp even though I thought I had the hotel reservation desk. I asked to change the date to 08/14/22. I was told by the reservation specialist that he could cancel the 08/08/22 and refund my money and add a new reservation for 08/14/22 for ******. He took my credit card info. I kept checking my credit card and no new charges were added or deleted. On 08/08/22 I called back to the hotel and again asked for reservations, I again was transferred to IHG and spoke to another specialist. I asked if I could cancel my reservation and was told after being placed on hold that I could cancel the 08//14/22 reservation and receive a full refund within 3 to 7 days to my credit card. I had suggested changing the date to September to allow time to heal from covid19 but she said I was eligible for a full refund. I decided to call back on 08/10/22 to check on my refund and was told I was out of luck and would not receive a refund and it was too late to change the date to September. I called back to complain to a manager and never received a response. I am requesting either a full refund of the original ****** or a free room for a later date. If I had been told that a refund was not possible, I would have asked to change to a later date. I was lied to twice by this company and want restitution.

  Business Response

  Date: 08/14/2022

  Subject: Thank you for contacting IHG Hotels & Resorts Crowne Plaza ******* Beach, Case # ***********

  
  From: hi-********************** 8/14/2022 8:47:50 PM
  To: **************************

  Hello ********************,
  
  My name is ***** from Guest Relations. Thank you for contacting us about your reservation with Crowne Plaza ******* Beach.
  
  I understand your travel plans have changed due to Covid and you had your reservation scheduled for August 14, 2022 cancelled. When checking, I found this reservation is booked under a restricted rate, and appears to be outside of the cancellation deadline 07 Aug 2022 when you called on 08 Aug 2022 to cancel. Because the hotel sets their own policies, including reservation terms, we must defer to hotel management and abide this decision that applicable charges would apply and they will be unable to issue you a refund.
  
  I recognize this may not be the response you were hoping for, though I hope the information I provided is helpful. We sincerely appreciate our guests and hope you will include IHG Hotels & Resorts in your future travel plans.
  
  Best Regards,
  
  Louie                
  Case Manager                
  Guest Relations                
  IHG Hotels & Resorts                
  Reference *****************************************************************************;      
  Phone: ************        
  Fax: ************        
  Email: hi-**********************        
  www.ihg.com    
  
  
  
  
  

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17713580
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/25/2022

  IHG ************* reached out to *******************************, via email, on August 19, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 08/26/2022

   
  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:08/13/2022

  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.

  On August 9 (4 days ago), I used the *** website to try to make a reservation using "points + cash" at the ****** Crowne Plaza King's ***** for the night of January 12, 2023. The advertised price was ****** points plus 125 GBP. I submitted the reservation request and got a message saying there was a problem and that I should contact *** customer service. The ****** points had already been removed, and I had been charged $152 (which corresponds to the current exchange rate between the ******* pound sterling [GBP] and American dollar) on my **************** account.I called in for help, but the person could not help me and gave me a phone number to call. I finally got through to an agent who told me she could see the reservation on my account and that it should post shortly. She said the reservation confirmation # was 45146729.The next day, the reservation still had not posted, so I called in again. The agent I talked to again could not help me and gave me another number to call. This time, the automated answering system would not put me through to an agent but said I could talk to an agent via text message. I spent over an hour talking to an agent named **** via text message. At the end of the conversation, **** assured me that she would fix the problem within 24 hours.Two days later, on August 13, I texted that same number again and spoke to someone named *** who also said she couldn't help me. I don't know how many different agents I need to work with before someone actually resolves this problem. They have removed points from my account and have charged me $152. It's time they finish the job and complete the reservation without my having to spend another 3-4 hours in useless conversations with agents who are either incompetent or unable to either fix the situation or refer the problem to a supervisor or manager who can.Note that the sole upcoming reservation for Hotel Indigo in ********* is an older reservation and is not related to this problem.

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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 august 11 I checked out of Holiday Inn express in Beaumont. I am very aware oh hotel policy to not smoke in rooms. Yet I checked my back statement to see a $300 charge and when I reached out about this charge I was told the room smelled like smoke and that the Gm and employees all came to conclusions that the room was smoked in. I am very upset that didnt reach out to me amid this charge nor did that provide evidence outside of their own five senses. Not no pictures of any smoke damage no set off alarms none of that. Solely charged me based off a smell and gave no resolution when called.

  Business Response

  Date: 08/12/2022

  Hello this is done, kindly refer to case #***********

  Hotel already advised the guest

  HOTEL EXTRACTED NOTE:

  I am the General Manager and have spoken to this guest 2 times explaining to her that it was confirmed by 3 people. 1. Housekeeper cleaning this room 2. Front Desk Agent 3. General Manager. Both times I have spoken with this guest she hung up on me. I will not be able to rent this room tonight because of the smell of smoke in the room.  She is an IHG employee and she was not the one staying in the room.  She rented the room for someone else. She has now contacted the hotel again and I have spoken with her a third time. She was calling to inform me that she has contacted my management company  and Guest Relations and told me I must give her back her $300. I have now also spoken with my Front Desk Agent that had contact with the people that actually stayed in the room and they specifically ask her if they could smoke in the room and she told them no that we are 100% non smoking but that they were more than happy to go outside and smoke

• Initial Complaint

  Date:08/11/2022

  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.

  From the moment we arrived in ******** ** at the hotel indigo it was nothing short of awful. We arrived at 12pm was told our room would be ready by 4pm but would put us on a list to get moved up if possible if the room gets ready faster. Okay no problem, we get back from exploring a bit and it becomes 4pm we have just travelled with 2 young children for 7 hours, wed like to get into our 2 ******* suite. They keep saying it will be another 30min, 6pm comes around and we are heated, there is no manager, nothing being done. We are then approached by the manager on duty that he has the right to refuse service to us because the front desk ladies felt threatened, one was named ********* the blonde, we didnt do anything threatening the whole time and the person who was the most accommodating there was ***** the bartender. The front desk ladies are very rude. We have several witnesses and ***** was a witness that we didnt do anything threatening or say anything. We felt discriminated against and felt very unwelcome with JQ the manager. He was going to kick a 2 year old out and a 4 year old out at 630pm with no where to go. He finally allowed us to stay because Im sure now the room was ready at 7pm. We then asked to speak with the general manager *************************** the next morning. And he was very nice and said we would have one night comped, well its now over a week since we stayed and he wont call us back and there has not been any money credited back. In the king ******* it had blood stains on the comforter and sheets, the room was then leaking from the ceiling, there were water pressure issues, no hot water for a period, the list could go on. I would never go back there. I have never in my life had to deal with or had to get money back for a stay at a hotel. This was horrible.

  Business Response

  Date: 08/12/2022

  IHG Received the BBB complaint on 12 Aug 2022 . Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to Ms. ******* *** 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: 08/12/2022

  Hello- I got an email from the hotel that they are looking into everything and it could take up to 48hours for a resolution. So I do not consider this closed at this point until there is a resolution. 

  Business Response

  Date: 08/12/2022

  IHG ************* reached out to ******* ***, via
  email, on August 12, 2022. Our Agents were able to review the situation and
  provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17704430
  
  I am rejecting this response because: I have not seen a resolution yet or been provided a refund yet. Until I receive a refund I reject this response. 
  
  Sincerely,
  
  Bree ***

  Business Response

  Date: 08/13/2022

  IHG ************* reached out to ******* ***, via
  email, on August 12, 2022. Our Agents were able to forward the matter to the hotel since billing details are kpet on property. The guest was advised of the 48 hours time frame for the hotel to respond and we're still waiting for the hotel's response since it's been 18 hours only.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17704430
  
  I am rejecting this response because: it has been almost 4 days with no resolution.
  
  Sincerely,
  
  Bree ***