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

953 total complaints in the last 3 years.
298 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:07/22/2022
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 was planning a trip and was told I could use a debit card to leave my $50 deposit fee upon check in at the holiday inn express at ********************************************************************. I dont have a credit card so I was made extra extra sure that I could use a debit card to check in and I was assured I could use a debit card. So I joined ihg rewards and earned myself over ****** points just to stay at this holiday inn location reservation number ********. When I arrived at the hotel I could tell the manager *********************** had a problem she just did not want to check me in and when trying to check in using my **** debit card ending in ****************************************************************************************************************************************** **** and it once again said not approved. I could not leave a cash deposit and since I couldnt check in with my debit cards like I was told I had to book a greyhound bus to go home. THIS IS A SCAM. The only reason why I joined out and earned over ****** was because I was specifically told there would be no problem with me checking in with a debit card, then I get all the points and I cant check in with a debit card. I used two different debit cards, a **** and a Mastercard, and they both wouldnt go thru. I feel like holiday inn robbed me if I would have known that I could not use a debit card I would have gotten Wyndham points to stay at a days inn across the street but I got all the points because I was told that I could charge my $50 deposit with a debit card and then 2 different debit cards dont work. I am disabled on a very very limited income and I had to spend way over budget to get home because I didnt have the money to pay at a different hotel. I just feel so completely scammed and the manager **** was no help because I honestly felt like she DID NOT want me to stay there I wouldnt be surprised if she was manually overriding the system so the debit card wouldnt work.
Business Response
Date: 07/26/2022
IHG Guest Relations has reached out to *******************, via email, on July 26, 2022. We were able to review the situation and referred the resolution to the hotel on case ***********.
Initial Complaint
Date:07/21/2022
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.
This business pre charge for rooms 2-3 days prior to arrival. The business Supervisor, *********** personally refuses to accept notification of a potential customer notifying the business of being placed in Covid Protocol as a reason to reverse pre-charges unless she can sell the room during that period. *********** refuses to communicate with customer. I do not feel Ms. ******* is complying with the Company policy concerning Covid. Attempts to communicate with *********** has yielded a negative result. *********** refuses to accept or return telephone calls. Cancellation number ********. This business refused to send the cancellation notice as well as any validation of reservation.
Business Response
Date: 08/12/2022
IHG ************* reached out to ********************, via email, on July 22, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
Date:07/19/2022
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 stayed with the hotel for 34 consecutive days. I asked the staff if I could move from a two bedroom to a one bedroom. They said yes. After the 30 days I requested my tax refund for the law states anyone who stays at a hotel for more then 30 days consecutively is tax exempt as long as there is no money interruptions. I was told by the management that I had two reservations and therefore not entitled to the tax Exemption. I never made two reservations all I did was ask to be downsized from a 2 bedroom to a 1 bedroom.
Business Response
Date: 07/20/2022
IHG ************* reached out to Mr. ************************** via email, on 7/20/2022 10:24:24 PM. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 07/20/2022
They have been dealing with this for over two months its the same response I get everytime. By law theyre to refund taxes if you stay more then 30 days with no money interruptions. I stayed a total of 34 days. Its the law to refund taxes back after 30 days
Business Response
Date: 07/31/2022
IHG ************* reached out to *************************, via email, on July 31, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Customer Answer
Date: 08/01/2022

Complaint: 17588857

I am rejecting this response because:it still has not been reviewed or handled. The law clearly states 30 days or more stay with no money interruptions you are tax exempted. I stayed for 34 days and they made a second reservation for me for no reason. The *** keeps emailing me and when I email them back they dont respond. Then I get an email weeks later saying they are working on a resolution and I hear nothing. The hotel has been very rude in assisting me in this matter. I am currently working with an attorney to *** the hotel directly

Sincerely,

*************************
Business Response
Date: 08/17/2022
IHG ************* reached out to Mr. ************************** via email, on August 17th. 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: 17588857

I am rejecting this response because:resolution has not been resolved the hotel keeps on violating the law by not giving me my tax refund and they keep on telling me to contact the hotel and the hotel is being very rude to me and not returning my phone calls and refuses to give me back my tax exemption due to the fact that I stayed there 30 days all the *** keeps on doing is emailing me saying that the Hotel needs to reach out to me if you guys could please contact the hotel directly for this is becoming a huge issue to where Im going to result in a lawsuit

Sincerely,

*************************
Business Response
Date: 08/17/2022
IHG Senior Case Managers reached out to Mr. ************************** Our Agents were able to review the situation and provided the hotel's response on his case. We believe the matter to be resolved.
Customer Answer
Date: 08/23/2022

Complaint: 17588857
The issue has not been resolved. I dont even think this place is reading my responses. For the ISSUE IS NOT RESOLVED
I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:07/18/2022
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.
OriginallyI booked a 3 room in april of 2022 for July 15 thru 17th via the *** app I never received a confirmation email. In June I found out I would not need all three rooms. I called in through the app and cancelled one room the *** rep cancelled 2 rooms I worked with staff and manager at the hotel and they were able to re book the rooms Being a member I took advantage of the advanced saver member exclusive main point of booking in april months ahead During the cancelling and rebooking I never received any emails about any cancellations nor rebooking.So after consulting with staff and the manager they said they would honor the price if I can produce an email . Never received one I shouldnt be charged the same rate as a customer that booked on July 15 when as a member I booked in april please help me
Business Response
Date: 07/27/2022
IHG ************* reached out to *****************************, via email, on 7/19/2022 and on 7/20/2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
Date:07/18/2022
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.
Four of us in our family stayed at the Holiday Inn Express in ******** ******* starting 7-6-2022 and checking out 7-11-22. We are filing a complaint because we agreed to pay a nightly rate in exchange for services offered by the hotels, and we feel the hotel did not fulfill the services it advertised. There were many problems at the hotel, and a lot of them are safety issues. We did speak with the front desk, and there were no offers of resolution or refunds of any sort.There were two elevators onsite - one was broken the entire time (and according to online reviews has not worked for months), and the other one either completely skipped selected floors or randomly stopped on floors that no one requested. The certificate date posted in the elevator had an expiration date from months earlier (expiration date 2-2022). The room key cards either didn't work, worked randomly, or only worked if you pulled the card out of the slot at a certain angle. Our room door was not lined up properly with the door frame - there was a huge gap between the door and the frame, and anyone with a credit card could ***** the door open and break into our room. This hotel offers an in room safe - however, ours was not working. We contacted the front desk (in person, since they do not answer the phone if you call from your room) about our room keys, the safe, and the door frame. Someone came up to look at it, but then nothing was done to alleviate the problem. Since the elevator did not work properly, we tried to use the stairwell. Which was littered with trash, food, and old pool towels. The outside side door by the pool was consistently propped open with a rock or stick. Rumor was that there was a homeless person staying there on occasion. Plus the police were at the hotel on at least 4 occasions that we saw personally.We feel these issues are major safety issues. We agreed to a nightly rate, expecting safe accommodations in return and did not receive what was promised.
Business Response
Date: 07/19/2022
IHG ************* reached out to Mr. ******* via email, on July 19, 2022. Our Agents were able to review the situation and provide a resolution. We believe the matter to be resolved.
Initial Complaint
Date:07/13/2022
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 Saturday, July 9th, our family checked into 2 rooms at this establishment around **** PM. We changed clothes and left within 10 minutes. When we returned that evening, we realized how unclean and damaged the rooms were. I took pictures of the mold in the bathroom and mouse dropping in the entryway. I also noted broken furniture. I was unable to capture, with a photo, the "heated pool" and/or broken houttub. (The pool was not heated).As we prepared for bed, the power went out. One of our sons has a medical condition which requires refrigerated insulin/medications, as well as internet connection/charged phones which connect to his pump and Dexcom. We knew we needed to leave.We let the front desk know and found a hotel about 3 minutes away. When we went back, we were told to contact the manager and we're given his card. Neither the phone number OR email address on the card work.I called IHG on Monday and was assured there would be a solution and I would be contacted within ***** hours. I heard nothing and called back on Wednesday. I was given no new information except foe a "response from the hotel manager" stating he had called us and let us know that no refund would be given. He also stated that there were no issues with the room as I had stated and that they had "investigated" the claims. (He did not contact us).How easy for someone to say, "no, there are no problems at my hotel..."Power outages are not the fault of a business - just like medical conditions are not the fault of individuals. We've had zero contact from the hotel management and very little help from IHG. (They provide "points" but no refunds).
Initial Complaint
Date:07/13/2022
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 had made a reservation for the Holiday Inn Express **************** and Rainer Complex at ********** ***** and ****** in **********. The dates of the reservation were June 19th checking out on June 23rd. The price that I was quoted was ****** for 4 people (****** a night which included taxes) for a military leisure 2 bed suite. When we arrived there was only my wife and myself Our children did not come We told the lady this and she said that was fine.. My wife asked why the retire rate was ****** plus tax a night and active duty was ****** a night plus tax. the lady at the front desk said she wasn't sure but could give it to us for 107 a night plus tax.. But she was going to put us in a different building. We said that was fine. Everything seemed fine.. On Wed when we arrived back to the hotel our key cards would not work, so my wife went and got them restarted.. We checked out Thursday am and the receipt had us a bill for a total of ******. On June 27th it showed that our credit card was charged for the original ******. I immediately called the hotel, and was told if I bring my receipt back they will refund my money. (I live on the opposite side of the state.) I have tried calling their customer relations and was told that the ********************** would within 48 hours of June 28th at 1:02 when my wife first made the call. My wife has followed up on July 5th was told again, that the hotel would reach out within 48 hours. She called today, was hung up on, they said they would call the hotel, to solve as the hotel has not reached back to them. She was then transferred to their front desk and was told, she could email the manager. Why would she email the manager when the manager hasn't even called back from their customer service line. She sasid something snarky and was hung up. No one seems to care.
Business Response
Date: 07/12/2022
Sorry not my hotel wrong hotel
Business Response
Date: 07/21/2022
Hello,
I contacted the hotel management to get an update on your reservation and I was informed that they had not found any information on your reservation being overcharged as they reviewed your recent stay and were able to confirm the billed amount for your stay are correct.
Customer Answer
Date: 07/29/2022

Complaint: 17539853

I am rejecting this response because: the lady at the time of check in said she would be the rate to 107 per night due to no kids coming with us. Only adults and when asked why active duty pays more than retirees. She said that she would give it to us for 107 for the reasons stated

Sincerely,

*********************************
Business Response
Date: 08/11/2022
Subject: Follow-up on billing inquiry for PAL Military Hotels *********** & Rainier Complex, Case # ***********

From:    *************************    8/11/2022 9:24:20 PM
To:    ******************

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

I am ***** from Guest Relations. I understand you did not hear from hotel management, and I am sincerely sorry for this oversight.

I was able to confirm that hotel management did have the opportunity to look into your concern about the charges on your credit card and they were able to confirm through a previous colleague who handled your case that the charges are correct and that you were not charged extra. All guests' billing information are handled on hotel level. Hence, we rely on our hotels when it comes to guests' billing issues.

As previously mentioned by my colleagues, please get in touch with the hotel directly to dispute. You may reach the hotel at ************ or email, ************************************************

We appreciate you for making IHG a part of your travel plans. I hope this information helps!

Best Regards,

Louie
Case Manager
Guest Relations
IHG Hotels & Resorts
Reference *****************************************************************************;
Phone: ************
Fax: ************
Email: *************************
www.ihg.com

Customer Answer
Date: 08/11/2022

Complaint: 17539853

I am rejecting this response because: we were told we would be charged 107 at check in and it was not done. This is why we reject this

Sincerely,

*********************************
Business Response
Date: 08/12/2022
IHG Received the BBB complaint on August 12, 2022. Our Guest Relations team reached out to *************************************, via email, and advised that the general reservation coordinators of the hotel will follow up with their manager and will request to contact the guest as soon as possible.
Customer Answer
Date: 08/12/2022

Complaint: 17539853

I am rejecting this response because: still rejecting the message as we were told that we would be charged $107 a night plus tax as there was only 2 adults...    This hotel does not seem to care.

Sincerely,

*********************************
Initial Complaint
Date:07/12/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to notify of a very unsettling occurrence at Evan ********************** on Sunday, May 22nd, 2022, as well as the disappointing treatment and service that my mother ***************** received during her 9-day stay there.Between the dates, 5/13-22, my mother, who came to visit us, stayed in the Even **********************.They only cleaned her room once, although she complained to the front desk three times about it not being cleaned in days. On the last day, Sunday, 5/22, she awoke with an itch in her back, and when she lifted her blanket, she discovered a bed bug. (video attached)I must say that the accommodations were dirty, the service was awful, and when I complained at the front desk and wanted to speak with the ********************** manager, they said they would contact me later today (Sunday). Still, I never received any response from the **********************. I called that ********************** but they said I cannot talk to the manager, I emailed ******************************** the general manager, and to her assistant and never got a reply back.I'm sure the ********************** management is aware of sanitary regulations, which are crucial these days. The standards of this ********************** do not match what it says.I'd expect the ********************** management to take responsibility and reimburse my mother for the total amount paid for her stay.I also implore the ********************** management to draw conclusions and guarantee good hygiene following fundamental sanitation standards.
Business Response
Date: 07/21/2022
HG Received the BBB complaint on July 22, 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:07/12/2022
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.
I have been trying to get a resolution for a complaint regarding my stay on 6/21/2022.I have called the hotel several times and I have been ignored.I called the *** Diamond line to file a complaint as well and I didn't get any answer.The main purpose of my complaint is that the hotel didn't do anything to accommodate my stay when I complaint about dirty linens in my bed. As a Diamond elite member I spect to get a decent treatment from the hotel. I was ignored and I am still waiting for someone to help me with this issue.
Business Response
Date: 07/13/2022
Subject: Thank you for contacting IHG Hotels & Resorts Holiday Inn ******** East, Case # ***********

From:    *************************    7/13/2022 7:05:59 PM
To:    ******************

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

My name is ***** from IHG Guest Relations and thank you for reaching out to me regarding your concerns with Holiday Inn ******** East.

First of all, I would like to apologize for the issues you faced with the dirty lines during your stay. I understand the hotel was supposed to get in touch with you but did not hear from them. I am sorry for the oversight. I understand the lack of response has not fostered any goodwill with the hotel.

Because this situation requires action from the hotel, I need to involve hotel management. 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 Diamond Elite member As a gesture of goodwill, I have authorized the release of ****** IHG One Rewards Points to be deposited into your account. You will see this deposit reflected in your point balance in **** business days. I understand these points cannot fully make up for the impact your experience had on your stay but I am hoping this gesture could help revive the trust you once had with IHG.

Thank you for giving me the opportunity to assist you today. We sincerely appreciate our guests and I hope you will continue to consider IHG for your future travel needs.

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: *************************
www.ihg.com
Customer Answer
Date: 07/13/2022

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:07/11/2022
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.
Booked a wedding block at the Holiday Inn Express for daughters wedding for the weekend June *****, 2022, under ****************************************.I reserved a room for my son, ***************************, as I was paying for his stay.On June 1, I called ****** in reservations to confirm my reservation and provide me with a confirmation number. When speaking to ****** he asked for an itenerary # which I did not have, so he looked up a reservation under my name, *************************, since I used my credit card for the reservation. He did not find a reservation under my name, but he did find one for ******. He emailed me the confirmation #********.On June 3, I called reservations once again to make payment for ******** room. Once again I gave them my name, they did not have a reservation under my name, I provided the confirmation # and they confirmed ******** reservation and told me that I could not pay in advance, confirmed that my credit card was connected to his reservation and that payment would be billed to me once ****** checked in.On Friday, June 8, I received a text message to check in. I confirmed via text, as I knew ****** was traveling into town and I did not want him to lose his room due to late check in.I received a call from my husband from the hotel while he dropped off the welcome bags to say they had me registered? I called the front desk and they could not find my reservation. To my surprise when I received my credit card ****, I was charged for two rooms. ******** room was ******, however I was also charged ******. I called the front desk and they confirmed that I was charged for a room that I did not pick up a key card for. I asked if it is their practice to charged for rooms that keys are not picked up and she said yes. I asked to speak to **************, the manager and she was out for the week, I left a message on her voice mail and sent an email on 6/24 and 2 weeks later, I have not heard back. I confirmed 3 times that I was not booked. I did my due diligence.
Business Response
Date: 07/12/2022
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.
Customer Answer
Date: 07/12/2022

Complaint: 17539408

I am rejecting this response because: The email I received from customer services indicates that they will contact me within 48 hours. Since I have not been contacted as of this response, I consider the issue still unresolved as of 7/12/22.

Sincerely,

*************************
Business Response
Date: 07/13/2022
IHG ************* reached out to *****************************, via
email, on 12 Jul 2022. Our Agents were able to review the situation and
provide a resolution. We believe the matter to be resolved.
Case# 10508601293
Customer Answer
Date: 07/26/2022

Complaint: 17539408

I am rejecting this response because:
Since ************** was not able to answer my questions, may I please have the following:
A copy of my receipt with the room number.
A copy of the housekeeping report for said room number on June *****, 2022
A copy of the procedure of key card pick up for online check-in.
How the hotel verifies the customer identification of online check-in.
What other means of investigation did ************** use to determine my stay at the hotel, besides the housekeeping report.
The dates and time that the card key was used to enter said room on June *****, 2022
A copy of the Safety and Security procedures regarding accounting of key card distribution.
Attached is the actual receipt from the hotel I stayed in for my daughter's wedding block. I was never at the Holiday Inn and would appreciate that the information above is provided to me in a timely manner.

I look forward to receiving the information requested.

Sincerely,

*************************
Business Response
Date: 08/12/2022
IHG ************* reached out to *****************************, via email, on Aug. 12th. 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

Complaint: 17539408

I am rejecting this response because: I contacted reservations 3 times to cancel and I was still charged for a room I did not stay in. Either the staff is incompetent or the management uses unethical practices. Attached is the paid receipt of the hotel I actually stayed at in June. This experience has been so difficult and disappointing.

Sincerely,

*************************
Business Response
Date: 08/17/2022
IHG ************* reached out to *****************************, via email, on Aug. 17th. 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: 17539408

I am rejecting this response because:
They did not provide the information I asked for. Attached is the receipt from the hotel I actually stayed at during those dates. I tried 3 ties to cancel my room for my daughters room block for her wedding and they still charged me.
I am still waiting for the proof that I picked up the key card for that hotel.
Sincerely,

*************************
Business Response
Date: 09/18/2022
IHG ************* reached out to Ms. *************************, via
email, on 17 Aug 2022. Our Agents were able to review the situation and
provide a resolution. We believe the matter to be resolved.

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Complaint statuses

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Complaint statuses

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Complaint statuses

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