Hotels
InterContinental Hotels GroupThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for InterContinental Hotels Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 953 total complaints in the last 3 years.
- 298 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/02/2022
Type:Product IssuesStatus: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.
Transaction date - 07/15-16/2022 Issue - Overcharged Details - I was overcharged for a hotel stay on the aforementioned dates. Efforts to resolve the dispute with the hotel have fell on deaf ears. The hotel room was dirty, and withhout hot water! numerous attempts to have it resolved were not answered. The I was surprised that the hotel would dare to overcharge me for the dates mentioned is an extreme insult, especially since I was lied to by the hotel staff and Front Desk Attendant regarding the rate that I was to be charged! TERRIBLE BUSINESS!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: 08/18/2022
Complaint: 17657589
I am rejecting this response because:
Sincerely,
***************************.Business Response
Date: 08/23/2022
Tell us why heIHG ************* reached out to Peter ********* , via
email, on 18 Aug 2022 08:40 AM. 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: 17657589
I am rejecting this response because: As stated, the IHG agent called me back, but was UNABLE to provide a resolution. They simply stated that they (theCorporate *********************** was limited in anything that they could do and that the Hotel itself would have to provide the resolution. So far the Hotel has not provided anything except to award me **** points, which is relatively nothing since it typically takes ****** points or more for a free night's stay at most IHG hotels. It is also important to know that the Hotel in question in ********, ** does not even accept hotel points for free stays (yes, this is true, because I attempted to book a room with points and could not because they don't accept them)!
In summary, the hotel and corporate staff have not provided resolution, and this matter is in no way resolved.
Sincerely,
*****************************Business Response
Date: 09/09/2022
IHG ************* reached out to ********************************* again, via email, on Sept 9. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.Initial Complaint
Date:08/01/2022
Type:Product IssuesStatus: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 tried to make a hotel reservation using a combination of points and cash but their system kept giving me an error msg. I tried 4 times and ended up with 4 pending charges on my Amex credit card but no reservation. I called the hotel customer support multiple times but nobody was able to help me. I just need the credit card charges cleared. Nothing else. I no longer want any reservation.Business Response
Date: 08/11/2022
Tell us why IHG ************* reached out to *************************, via email, on 8/12/2022 6:22:55 AM. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved here.Initial Complaint
Date:07/31/2022
Type:Sales and Advertising IssuesStatus: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.
*** didn't respect the price information in my confirmation email and in its website, and charged an additional ***** USD resort fees for my stay.I stayed at "Holiday Inn Club Vacations ******************" for two nights from June 29, 2022 till July 1, 2022 using my Chase *** Free Nights. The attachment "***1" is my original reservation confirmation email. After I made the reservation, I could see my reservation details on *** website by clicking the "View More Reservation Details" button in my original reservation confirmation email. The rate information of my reservation details on the *** website are shown as attachments "***2" and "***3" (please note that these 2 attachments are not my original reservation because the sly part of *** is that I cannot access my reservation details on *** website anymore after they charged me the additional resort fee, but from the reservation provided by another enthusiastic netizen, you could see that *** states Free on the additional charges on their website for Chase *** Free Nights).*** may argue that their website states "Rates do not include the 39 USD per night resort fee or 14% tax" on the "Description of Taxes and Additional Charges", and the "rates" means the estimated total price rather than the room rate. However, from the attachments "***4" and "***5", which are from another reservation of the cash price, you could see that *** states ***** USD for the additional charges (for resort fee), and ****** * 14% + 5 = ***** in the taxes, so it's very obvious that the "rates" means the room rate rather than the estimated total price, and the Free in the additional charges for a Chase *** Free Night means the ***** USD resort fee should be waived for a Chase *** Free Night.Hence *** should not charge me the resort fees, let alone adding 14% tax on the resort fees (39 * 2 * **** = *****).Business Response
Date: 08/15/2022
IHG ************* reached out to ************** ***************, via email, on August 15, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.Customer Answer
Date: 08/17/2022
Complaint: 17649151
I am rejecting this response because: IHG just gave me a canned message saying someone will contact me directly within 48 hours. 60 hours have passed, and no one has contacted me. Since IHG simply ignored the complaint on BBB, I will bring this case to the court to seek justice from the judge.
Sincerely,
*****-***************Business Response
Date: 08/23/2022
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:07/29/2022
Type:Service or Repair IssuesStatus: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 July 9th, 2022, I booked a one night stay with the Holiday Inn in *********, **. I departed around 10:00 a.m. on July 10th. A week later I noticed that the charge was about double from what I was quoted. After talking to the hotel staff on July 16th, they told me that I was charged for two nights. I said that I only stayed one night and they said they would reverse the charge. They owe me $147.45. Since my first call on July 16th, I've called three more times, and still haven't been reimbursed. One time I was put on hold for over a half an hour, and I just hung up. The staff is incapable, and unaccountable.Below is a log that I've been keeping with my interactions with the hotel staff 7/16 - talked to someone, then gave me a manager - said I'd get reimbursed 7/21 - ****** said she would talk to the assistant GM (***) to make the correction 7/25 - sent me to ***, will reimburse now 7/29 - ****** said they were extremely busy. *** is working on it right now. Then she put me on hold for a half hour and I finally hung up.I have attached the updated invoice that shows the credit I'm owed, but it has not been reimbursed to my credit card.Business Response
Date: 08/11/2022
This is will be forwarded to the hotel management of Holiday Inn for further review. The guest will be contacted by the hotel within 48-hoursCustomer Answer
Date: 08/11/2022
I ended up finally getting the reimbursement. You can close this case.Business Response
Date: 08/12/2022
IHG ************* reached out to Michael *****, via email, on 11 Aug 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
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:07/29/2022
Type:Sales and Advertising IssuesStatus: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.
Receiving unwanted emails from UHG. My email is connected to an account that is not mine. I have called IHG to instruct them to remove my email from the account, whom I don't know or have ever met. They refuse to do so. I got another email from them today asking about a survey for my "last stay." They actually told me that they would need permission from the account holder to remove my personal email from her account. Moving forward I will file a FCC and BBB complaint every time they email me in concerns to that account.Business Response
Date: 08/13/2022
Reply to complaint of *************************** - Ref. No. **********4
Hello BBB,
Thank you for reaching out to *** ******************* Center.
I'm afraid we have no history of contact from e-mail address ****************** requesting to remove his e-mail address from our system. We're not able to retrieve any *** One Rewards account linked to that e-mail address as well due to insufficient information.
I'm afraid we need the name on the account and the stay details he's mentioned in his complaint for us to retrieve that account he said is not his. Please let him know his *** One Rewards reference number is **********. He could provide the reference number when he call our ************** at ************** for the requested information or send us an e-mail at ****************** or visit our website and scroll to the bottom of the *** One Rewards page, click 'Need Help,' the Digital Concierge chatbot will appear. This allows him to communicate with one of our agents.
It's great to hear from you. Call us or write to us at ****************** any time if you have additional questions.
Keep safe!
Tats
**************
?????? ???????????? & ??????????????Customer Answer
Date: 08/19/2022
Complaint: 17636774
I am rejecting this response because from the screen shot they clearly have my email address attached to someone whom I have no contact with nor do I personally know is using.
I find it appalling they refuse to delete my email from said account when I do not know they account holder name or anything about them.
In the future I will be filing BBB complaint with every email I receive. I will also be calling the HR department and filing a complaint.
Sincerely,
***************************Initial Complaint
Date:07/29/2022
Type:Product IssuesStatus: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.
7/29/2022 $103.00 Confirmation #:2555668845 My husband came down to Georgia for a funeral and got stranded. He wasn't able to rent a car because he took a 1 way down there. However, he wasn't able to check in before 4 am this morning due to a very serious emergency which landed him in the ** until about 5 am. I spoke with two people from the front desk. One of the gentlemen assured me that there wasn't a time he had to check in. However, once I found out how long the ** room wait was I called again and spoke with a young lady who said my husband should be there by 3. I try to explain he was in the ** and he would be there but doesn't want his reservation to be canceled. She said she will see what can be done and she would call me back if there wasn't anything for her to do. I didn't receive anything and they keep saying I canceled and I didn't. Not only are they saying I canceled they still charge me. My husband finally made it and they made adjustments. However, they only gave him one day/one night. We paid for 2 nights. if the money was taken why not give my husband a room for 2 nights ******************* checking out Sunday. They can give him the 2nd nigth or refund me my 103.Business Response
Date: 07/30/2022
IHG Received the BBB complaint on July 30, 2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to *************************** 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:07/28/2022
Type:Product IssuesStatus: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.
In January 2022, I reserved 9 rooms for a listed hotel the Holiday Inn Express at ******************************************** rooms Sept **** 2022reservation # ******** and 7 rooms September 11-18,2022 reservation # ********.On July 23,2022 I went to the hotel to adjust a couple of these room dates and upon arrival I found the hotel chined shut. I banged on the door and a security guard came and informed me that this hotel had been closed for over 18 m0nths. I re-checked the address and confirmed the location as correct on my reservations. I next called customer service and demanded to know why the I was able to make the reservations online and why they were accepted. I then requested that they move my reservations to a similar hotel in the same area at the same rate. Because there is a large trade show going on for these dates, most hotels are booked and at much higher rates. I was told there was nothing they could do for me and if I wanted rooms at locations outside the area I would have to pay upwards of $300.00 per night. I was transferred to 3 different attendants as I demanded to speak to supervisors, and after 3 hours on the phone, most of the time on hold, I was hung up on. I then filed an online complaint but no reply. This morning I again reiterated my online complaint and I then received cancellations of my reservations due to COVID. Interestingly the availability of the hotel was still showing online as of Monday July 25. Through no fault of mine I am now out of rooms for the upcoming trade show that I booked in good faith through the *** web site. This is totally unacceptable since I have attendees and customers arriving from overseas. I am sure there are many other reservations at the same property for the same dates. If I had not tried to go to the hotel last Saturday no one would be aware of this closing including *** hotel group. Since I am a loyal member of their rewards group, I would have expected much better service.Business Response
Date: 08/11/2022
IHG ************* reached out to **************** , via email, on August 11, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.Customer Answer
Date: 08/15/2022
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:07/28/2022
Type:Product IssuesStatus: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.
While traveling with my family, we decided late evening we were going to get a hotel overnight as we were too tired to complete our drive to *******. Not being familiar with area, booked a room with holiday inn for what I thought was correct area we were in. Arrived at the holiday inn that I thought I had booked got to discovered, we had accidentally booked it at wrong location. Called hotel immediately to cancel and explained situation. However, no refunds can be issued without manager and no manager on duty that late. Its been almost two weeks and I continue to get the run around about my refund stating with last minute bookings they dont offer refunds etc. Ive contacted multiple times, explained the honest mistake that took place. I cannot afford to lose $200 on a room I did not use when I had to book a different one the same night. As everyone knows, cost of living is high, its tough for everyone right now. Some understanding would be appreciated. Instead this is how Im being treated. Its ridiculous and not fair.Business Response
Date: 08/16/2022
IHG ************* reached out to *************************************, via email, on 8/13/2022 7:25:22 AM and on 8/13/2022 2:48:12 PM, and via phone call on 7/27/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Case closed in Guest Relations.Initial Complaint
Date:07/28/2022
Type:Billing IssuesStatus: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 may 30th I allowed my debit card to be used for a 30 day stay for a friend having a personal problem. A staff member at Holiday Inn Express allowed the person to extend their stay beyond the 30 days without my authorizations and used my card to extend it and refused to take my card off the room. My card was used for an extended stay based on someone requesting it that didnt have my card, is not authorized on my account and did not have my permission. Holiday inn Never attempted to contact me to get my verbal OK did not attempt to contact me to come in to authorize the card they just took it upon someones word who is not on my account to reuse a card that they did not have permission to use and the staff that had my card on file allowed him to use the card without my permissionBusiness Response
Date: 08/12/2022
IHG Received the BBB complaint on 08/12/2022. Unfortunately, the information provided did not allow us the opportunity for a complete review. Our ************* team reached out to ***************************** 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:07/27/2022
Type:Product IssuesStatus: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.
Me and my family stayed at 2 hoilday inn expresses. One in ***** new ***** for 4 nights package with ***** gardens on May 9th-13th under my name I believe. *************************************. The Property was fantastic and staff even better. Upon check out we then flew home to check in too holiday inn express bwi on May 13th check in under my husband ********************************* our flight was delayed so we didn't check in until 130AM the lobby was loud filled with kids took 40 minutes to get checked in we asked for late check out was told 11 or 12 and we also put the sign out for no disturbances getting to the room we heard what sounded like arguing and yelling coming from another room then a about 15 minutes later kids I assume going to rooms finally got settled in about 330 all to have hotel staff knock on the door at 920 with sign on door. The experience was total opposite of what we received in ***** but it did stop there at check out. Before we booked I reached out twice to this property to make sure of the hold the said the hold was 50 and would dorp off by 7 days. After getting noticed of an incomplete draft for my phone **** and then a gas **** the following week (as the account I put the charge on is only used for drafting bills and nothing more) knowing with both I had deposited enough for these bills I checked to see there was STILL A 50 DOLLAR PENDING CHARGE! upon reaching out to the Property by email the mangager says they couldn't find my reservation but the charge would've been released at check out I then sent my receipt information and never hear another response. Then 2 days later I found to have 2 50 dollar pending from this property I had to reach out to my bank on June 1st they relase both charges 5 days later but then notified me they had to cancel my card because this merchant was still trying to process the charges. So after this experience it has cost me an extra 130 dollars on my bills and bank fees. I included conformation for both of the stays and bwi email
InterContinental Hotels Group is NOT a BBB Accredited Business.
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