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:08/08/2022

  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.

  We attempted to book a reservation for July ***** for 2 nights using points and cash and a free anniversary night. The manager ok'd opening up both nights on 6/7 when I called but reservations for some reason, could not put it thru right. I was on the phone for 3 HOURS on 6/13 with different reservationists whom either hung up after "reviewing the notes" for over 30 minutes or telling me they can't get thru to the hotel manager tho I could with no problem! Took me over 3 WEEKS of phone calls to supervisors and even then, she made the reservation for another date and then all of a sudden, the date opened up online and for LESS than I paid. I asked to be refunded the $22 but was told I could cancel the reservation (now dealing with the ambassador club people) and HOPE I could rebook it (which I did)! Wasted so much time and migraines from the awful music and STRESS, and ended up having to book it myself!!! The supervisor **** told me I should have booked in advance which I TRIED but then they open it up and for LESS as the date gets closer!! SO U dont' get the "guaranteed lowest rate". (as it's non refundable for pts and cash) AND even with their "new rewards" which allege "NO blackout dates", again I am trying to do the same thing for either sept or oct stays and see ALL weekends blacked out and @ 2 different hotels! PLUS they have raised the rates and points needed.

  Business Response

  Date: 08/09/2022

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

• Initial Complaint

  Date:08/08/2022

  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.

  This hotel charged $372.39 to a card I had on file through a hotel travel website. I never made a reservation with this hotel. When I reached out to them I keep getting the run around. Accounting only has a voice-mail, and I left several messages, I sent an email to their accounting department and I have yet to receive a reply. I am requesting the full $372.39 to be returned to me. This location is in *********** ******************************.

  Business Response

  Date: 08/13/2022

  Hello ******************,
  
  Im *******. I hope you're doing well and in best health. Thank you for reaching us.
  I understand that although you haven't made a reservation with InterContinental Hotels *********** Downtown, I believe that you were charged $372.39.
  I am sorry for any error that *** have occurred and certainly appreciate the need for urgency in getting this addressed for you.
  
  I'd like to get this fixed as soon as possible, however we need to get the hotel involved because all ******** are kept on property and I am happy to get your concerns over to the hotel so they can review their records. Rest assured that they will contact you directly within 48-hours. I appreciate your patience in the meantime.
  We appreciate you for including IHG Hotels and Resorts in your travel plans.
  
  Have a happy weekend.
  *******
  Case Manager
  IHG Hotels & Resorts - Guest Relations
  Reference No. ***********

  Customer Answer

  Date: 08/13/2022

   
  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:08/08/2022

  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.

  I stayed at ******************* ******, ** on 7/2/2022. We had several issues during our stay. When checking out the front desk staff said they would issue a credit back to my credit card and ****** IHG points to my account. The hotel never applied said credits. I contacted Guest Relations several times for an hour each call only to be told the manager from the hotel would call me back or the hotel has already credited me. Some calls to IHG would Guest Relations would place me on hold and then disconnect the call. I attempted to email the General Manager ******** of the hotel by calling and emailing her. She never replied or called me once. I also contacted the sales manager ********* via email. She replied once saying she would look into and has yet to follow up. On 7/23/2022 I noticed there was an additional charge of $162.06 on my credit card. I once again tried calling IHG for help and have yet to get a resolution, Now I am spending hours working with ***** on filing a dispute. It is baffling how IHG doesn't hold the hotel accountable.

  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: 08/23/2022

   
  Complaint: 17682874
  
  I am rejecting this response because: the issue has yet to be resolved. I havent received a credit back on my credit card from *******************. The email response from IHG is now only addressing the additional charge. For some reason they keep addressing me as ******************** in their emails even though I am a woman. They said the hotel refunded me and issued points but they havent.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/01/2022

  IHG Guest Relations has reached out to *****************************, via email, on September 2, 2022. The hotel confirmed they have already processed  refund of 90 USD  and 170 dollars  on July 22, 2022 to guest card. Front Desk Manager suggested to have guest contact bank as to why the refund hasn't reflect on their card. We believe the matter to be resolved.

• Initial Complaint

  Date:08/06/2022

  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.

  Staybridge suites used bait and switch model with my reservation. I have booked the king one bedroom suite on July 25th for 30+ nights starting from Aug 6th to Sep 5th. I was told on my previous stay that if I book more than 30 days they would be able to offer king 1 bedroom suite for 109. On the checkin day, when I called in my room was downgraded to queen without any notice and I was told I booked queen only. I was asked to either stay in queen ****** or cancel the reservation last minute. I need help with resolving this issue as my current plan of long term stay is screwed royally. I wish staybridge suites, ****** location follows the appropriate process. During the discussion The front desk said they do not rent king suite for long term stays and manager says I booked only queen and they cannot upgrade. Bunch of lies. Ultimately I cancelled my reservation as I lost faith in them. I need the room scheduled or pay the difference at another hotel as I am being asked to pay premium due to last minute booking. Please refer the attachments for your review of confirmation showing king one bedroom suite and cancellation showing queen ****** suite. Hard to believe customer service only impacts your brand value and results in impacts to revenue and bottom line.

  Business Response

  Date: 08/16/2022

  IHG ************* reached out to *****************************, via email, on 8/16/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17683371
  
  I am rejecting this response because IHG agreed in their email that I booked King ******** I mentioned in the complaint. IHG was supposed to reach out to me for a resolution in 48 hours but 3 days passed after the email, still nobody reached out to **** found a better deal with ****** group and staying at a better room for a better price. IHG was just waste of time with unnecessary pressure. Customers reading this note, please understand your risk and do what you can. these last minute reservation change is one of the worst practices at Stay bridge suites.
  

  I have already past two weeks of my requested stay, rather than doing some lip/mail service, IHG should put their act together and understand what is customer service. I have attached your email to this complaint, please explain how did you resolve the issue to my satisfaction. Stop beating around the ****!
  

  Anybody could say lies and fool few but you cannot always lie and fool everyone.
  
  Sincerely,
  Yousuf

  Business Response

  Date: 08/19/2022

  Subject: Thank you for contacting IHG Hotels & Resorts ***********************************, Case # ***********
      
  From:     *************************     8/19/2022 11:52:22 PM
  To:     ************************
  
  Hi *******************,
  
  My name is ***** from IHG Guest Relations and thank you for reaching out to me regarding your concerns with ***********************************.
  
  First of all, I am sorry to learn that the hotel was unable to honor your reserved room type. I gather from your email that upon check in, you were given a 1 **************** Suite instead of a 1 King *** 1 ***room Suite you originally booked for which made you decide to cancel your reservation altogether. I understand the impact this had on your impression of IHG and again, I am sorry. I understand the hotel was supposed to get in touch with you but did not hear from them. I recognize the lack of response has not fostered any goodwill with the hotel. I am sorry for the oversight.
  
  Because this situation requires action from the hotel, I need to involve hotel management and not leave this issue high and dry and remain unresolved. Rest assured your additional comments are well received and will be forwarded to hotel for their additional review. My only intent is to get this resolved for you as quickly as possible. I appreciate your patience in the meantime.
  
  We appreciate you as an IHG One Rewards member and thank you for always making IHG a part of your travel plans.
  
  Best Regards,
  
  Louie                
  Case Manager                
  Guest Relations                
  IHG Hotels & Resorts                
  Reference *****************************************************************************;      
  Phone: ************        
  Fax: ************        
  Email: *************************        
  www.ihg.com
  

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17683371
  
  I am rejecting this response because: I was never contacted by the business.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/12/2022

  Hi ********************,
  
  I hope all is well. Im *******. Thank you for getting back to us. I understand you did not hear from hotel management, and I am sincerely sorry for this oversight.
  
  From your email, I understand your concerns about the hotel's not being able to honor your reserved room type.
  You mentioned that the hotel informed you that if you made your reservation more than 30 days, they would be able to accommodate you in 1 King *** 1 ***room suite. However, it was downgraded to 1 Queen *** studio suite. I deeply apologize for this matter. We always want to provide the best possible service, and I am sorry this did not happened.
  
  I'd like to get this fixed as soon as possible, however we need to get the hotel involved because your concern requires an immediate action from the hotel. Don't worry, I informed the hotel about your situation and rest assured that they will reach out to you directly within ***** hours. I appreciate your patience in the meantime
  
  We appreciate you for being an IHG One Rewards member and we thank you for your patronage.
  
  Stay safe and have a great day.
  
  *******
  Case Manager
  IHG Hotels & Resorts - Guest Relations
  Reference No. 10464083864
  
  On 9/9/2022 8:43:50 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: 47924290-4D17F
  
  
  
  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.
  
  

• Initial Complaint

  Date:08/05/2022

  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 8/5/22, I was on the phone with Holiday Inn for rewards on a recent stay. At the end of the call, the associate said shed like to transfer me to Holiday Inn Club Vacations for being a loyal customer. I was transferred to another number where I spoke with a man who was very pleasant and smooth talking. I stated that I did not know what the purpose of the transfer was, and he responded that if I had a few minutes hed explain. Long story short, he told me I could spend $200 on a 3 night 4 day vacation stay and book wherever Id like, but it was a one time offer. Quickly doing the math, that seemed like a pretty good discount on rooms, so I gave him my card to pre-pay for this vacation. After getting my card information, the rep started to ask me qualifying questions. One of the questions was if I was aware I was assigned a presentation. I said, Wait, hold up, you never said anything about that, what is that? The rep replied, Like I told you before (he did not) youll be required to attend a presentation, or a tour of our facilities and then offer feedback. I then asked if I would be pressured into buying something to which he replied, Its up to you if youd like to buy something, but its actually just to offer feedback. So, reluctantly, I continued the transaction. I received a receipt for $200 and on the bottom it read: THIS ADVERTISING MATERIAL IS BEING USED FOR THE PURPOSE OF SOLICITING THE **** OF TIMESHARE INTERESTS. This is unacceptable.I have filed a separate complaint with this other company. But shame on IHG rewards for TRANSFERRING me to this predatory company for being a loyal customer. I wish for you to discontinue this practice immediately and issue an apology. I was made to feel I was in the care of a trusted name and was then transferred to a dishonest predatory organization who IHG allows to operate under their umbrella and acts as a direct conduit feeding unsuspecting loyal customers to this predatory situation. Be better.

  Business Response

  Date: 08/12/2022

  IHG Received the BBB complaint on 8/6/2022. Our Guest Relations team reached out to ***************************, via email, and advised the matter has been referred to Holiday Inn Club Vacations. While IHG and Orange Lake Resorts have an established partnership, we are separate companies. We believe the matter to be resolved.

  Customer Answer

  Date: 08/12/2022

   
  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:08/04/2022

  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 stayed at The Holiday Inn, ******* **, ****************. Reservation number ******** I checked in on 7/29/22 at that time my card was charged ******; which included a 150 deposit. When I checked out on 8/1/22 I was told the new total was ******. I was refunded the difference however the refund dropped off and my card was then charged another ****** in addition to the ****** which had already been charged to my card; thus, putting my account in the negative. I have called customer service ive been told that the ********************** directly has to take care of it. When I call the hotel, they say that its customer service who has to take care of it. I want a full refund for the money that Im owed which is ******. All of this in addition to being told that continental breakfast for two was included in the room rate, when it was not; and being told there was a swimming pool on site; this location does not have a swimming pool.

  Business Response

  Date: 08/16/2022

  IHG ************* reached out to *******************************, via phone call, on 05 Aug 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.

• Initial Complaint

  Date:08/04/2022

  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.

  My IHG member # is ********* ******************* I have been a Member for many yrs.I have never had a problem until now. I tried to go online in my account about **** and it kept saying error to contact support. I contacted them multiple times with 2 customer service people saying they were helping and then they just hung up on me. I was just wanting help to get back in. I was very patient and courteous. Phone calls made 7/18 for 27 minutes and then after talking to person said would help they hung up on me, 7/19 made 4 calls at least my records of speaking to people was 11:00 for 9 minutes, 11:13 11 minutes, I asked to speak to supervisor on this one because of hang *** or disconnects. Finally I got a man named **** who stated he was supervisor and spoke to him on 7/19 11:25 for ************************************************************************ some far off country like ******* or other in March and then called and cancelled it and requested a refund of small amount of money and they told me that I would have to take it up with bank. I NEVER MADE THAT CALL OR RESERVATION. I am 66 yrs old now and have never even been out of country until we went to ****** last yr. He claimed that i must have given my member number and PIN number to someone else or someone in my household had it. I told him I was not only an introvert but only person in my home is my husband who definitely did not. He kept trying to tell me someone had done it on my end while I kept telling him that was impossible. He did promise me he would check with fraud department and promised to get back with me if I would give him 3 days. However just like the other woman I spoke to earlier that week who promised to get back with me he did not. My member account according to him has been closed which means my points have been taken from my previous hotel stays. While they were not many it is just the idea that they kept disconnected me or promising to help me and then did nothing. I need help please.

• Initial Complaint

  Date:08/04/2022

  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.

  We stayed at the ******************************* in ****** ***** on the 31st of July. The front desk lady was very rude at check in but that was fine. Upon getting ready for bed we wanted to shower & the hotel had absolutely no hot water. So we went to the front desk to ask what was wrong & she stated the hotel hot water doesnt work all the time. To try again in an hour. So we can waited and we never gained hot water. Making it where I couldnt bathe my two infants or myself or husband. This is absolutely not okay as a business.

  Business Response

  Date: 08/12/2022

  Subject: Follow-up on IHG Hotels & Resorts, Case # ***********
  
  From: hi-********************** 8/12/2022 4:07:59 PM
  To: *********************

  Hi ****************,
  
  My name is ***** from IHG Guest Relations. I am happy you got in touch with us regarding your concerns from your recent stay. First of all, I am sorry for the late response time due to a technical glitch with Better Business Bureau so we were unable to access your email from their portal.
  
  I also want to express my sincerest apologies for the issue you faced regarding the unavailability of hot water that prevented you and your family from having an enjoyable stay. I gather from your email that you were also not particularly pleased with the hotel staff's demeanor during your check-in process. IHG cares about your experience and I really appreciate you taking the time to let me know.
  
  In order for me to locate your reservation and provide the right resolution as soon as possible, I need some additional information. Please reply to this email with the following:
  
  - Confirmation Number
  - The name of the hotel
  - The name the reservation was booked under
  
  If not all of this information is available, just provide what you can for now. Please use Case # *********** in your email.
  
  We appreciate that you make IHG a part of your travel plans. We look forward to hearing from you.
  
  We value your feedback and would appreciate if you could answer a short survey following this email if you are happy with the way I handled your concern. Thank you in advance.
  
  Best Regards,
  
  Louie                
  Case Manager                
  Guest Relations                
  IHG Hotels & Resorts                
  Reference *****************************************************************************;      
  Phone: ************        
  Fax: ************        
  Email: hi-**********************        
  www.ihg.com    

  
  

• Initial Complaint

  Date:08/04/2022

  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.

  Aug 3rd ***** Intercontinental Hotel ******* Reservation # ******** *** Diamond Elite Member # ********* I would like to file a formal complaint and request a refund from a recent disastrous experience with the ******* Intercontinental. I booked a birthday staycation there, my first experience back with this brand since the pandemic, and most certainly my last. Upon check-in I alerted the front desk that I was celebrating a birthday and requested if possible, a room upgrade in line with what I am entitled to as Diamond Elite. I was then informed by front desk that while several upgrades were available they would not be providing any unless I paid $200 to become an ambassador. I explained that I have been staying with this brand for some time and spent thousands over the years and that this tier was in fact upgrade eligible. He continued to push back rudely and used the standard excuse of thats our policy, even after pulling up the *** webpage that clearly states Diamond status is entitled to an upgrade they refused. I then asked to speak with a manager who was similarly unhelpful. At that time I offered to use my free night then to get the desired room. At this point they finally agreed to a courtesy one-time upgrade to a junior suite, which turned out not to be a suite at all but just a larger regular king room that I booked. VERY disappointing. I called the front desk thinking there had been a mistake as the room looked exactly like a standard room and was informed that this was what they call a junior suite even though there was NO sitting room/area. At this time they promised to send up something special for my birthday. Which was NEVER sent. I went to dinner and decided to check out the pool upon my return only to find it was extremely small, and DIRTY with cloudy water. By this time I was disgusted with the entire experience and decided to leave early and NOT even spend the night or use my free drink coupons as I was so disgusted with the poor service.

  Business Response

  Date: 08/12/2022

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

• Initial Complaint

  Date:08/02/2022

  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 July 31, 2022, My wife and I were traveling home and decided to stop at a hotel. The first hotel we stop at was Holiday Inn Express ***********, however, we were told that they did not have any rooms so we left. We continue to drive 2hrs & 30min until we found another hotel. We stayed at the Holiday Inn **************** in ************, **. We woke up Sunday morning and noticed that both my wife and my card was credit for 2 different reservations. One reservation was for were we actually stay the Holiday Locust location $180.00 and the other one was for the Holiday *********** location $199.38, where we did not stay nor book a reservation. I reached out to ***** the manager of the Holiday Inn ***************** stated that there was nothing she could do and that I had to reach out to the guest service team. I reached out to the guest service team and explained the situation to them. They were very dismissive of what I was telling them and keep telling me to dispute it with my bank. They said that they had to do an investigation and I would receive a call from them in 48hours, which did not happen. So I called them to follow up and I was told that they spoke to the manager(******) and she said I stopped there and was told there were no rooms, which is correct. My questions is if there were no rooms how was a reservation made. They also, said it looked like someone may have access to my IHG app or password because the reservation was made through the app. I tried to explain that there is no way I would have made any reservation at one location to be charge $199.38 and then go to another location to be charged another fee. Again I was dismissed by the guest relation representative and told to dispute the transaction with the bank. Holiday Inn does not want not want to refund me money for a reservation that me nor my wife made, however, saying that we are loyalty members because we stay with them often.