InterContinental Hotels Group

Complaint: [redacted] I am rejecting this response because: All I want to say is I am quite disappointed at the inflexibility of IHG and again this is no way to treat a loyal customer of over yearsI should be given a one time opportunity especially since I believe IHG did not make an effort to contact me as I have no proof of being contacted Sincerely, [redacted]

Dear Mr [redacted] ,I have received your most recent contact regarding your experience with the Holiday Inn Club VacationsI am sorry for any inconvenience you have experiencedIt is with regret that I learned of your continued displeasurePerhaps I can shed some light on this for you.You have previously been advised that Holiday Inn Club Vacations has their own Guest Relations department due to the detailed contracts and terms requiredMy office is not trained in this nor do we have access to their informationIf you would like to discuss this further you must contact them directlyI have previously provided their contact phone numbersYour comments are documented with reference # [redacted] Once again, thank you for allowing me to further adviseI regret that I am unable to assist furtherYour patronage is valued.Cordially,Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: No one called or emailed me this week from IHG per there message Sincerely, [redacted] ***

Dear Mr [redacted] ,I have received your most recent contact via Revdex.com I have documented your comments and have forwarded them to our Corporate LiaisonOur goal is to provide consistent high quality service, and I am confident the necessary steps will be taken to achieve complete assistanceOnce again, thank you for your commentsYour business and IHG Rewards Platinum Elite membership is valued and we hope your future travel plans continue to include IHG.Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,I have received your recent contact via Revdex.comI appreciate the opportunity to assistI have not been able to locate any previous contacts you have had with us nor an IHG Rewards Club member account with the information you have providedIn order for me to move forward I am requesting you provide any reference numbers for your previous contacts and your IHG Rewards Club member account numberThis has been documented with reference # [redacted] .I look forward to receiving your additional information and being of further assistanceHave a great day!Kind regards, Brenda J [redacted] IHG® Customer CareExecutive OfficePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because:Nobody at IHG has contacted me regarding this issue yetApparently IHG Customer Service wants to kick the ball away to another internal department within IHG.That is not responsible attitude towards customers at all.I request IHG Customer Service to contact me immediately for a resolution on this issue Sincerely, [redacted] **

Dear Mr [redacted] ,Thank you for taking the time to contact usI would like to take this opportunity to explain the change we made to our program in April Starting at the end of we announced the new structure to our point expiration policy so that now all points will expire after months of inactivityIHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,IHG hotels or by redeeming points at least once every months(Any EARN or REDEEM activity on a member's account will reset the expiration clock for another months).Our IHG Rewards Elite members' points will not expire as long as they maintain their Elite level membership(Keep in mind, elite members who do not earn enough qualifying nights or points to maintain their status will become a Club level member.)The policy is effective from April - every member has months from announcement to earn or redeem points to extend your point balanceWe made every effort to inform our members via posting it on our website and emailsFirst emails starting in announcing the policy change and then 90, & days prior to expirationThe first expiration didn't occur until May From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accountsExpired points cannot be reinstatedI sincerely hope this has assisted in clarifying your inquiry Once again, thank you for taking the time to contact usI wish you a good day!Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,Thank you for contacting IHG Rewards Club regarding your accountI do apologize for the frustration you are experiencing I appreciate the opportunity to assistAs previously advised, I could not find any point discrepancies in your accountI have now forwarded your concerns to our experts to do a thorough investigationPlease allow to business days for a replyI will get back with you via your email address providedI will do my best to get the answers you are requestingThis has been documented with reference # [redacted] .Once again, thank you for taking the time to contact usYour patronage and IHG Rewards Spire Elite membership is valuedThank you for your patienceKind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: I stayed at a Holiday Inn near Rome with a part of a tour group in March While the hotel stated that points would not accumulate because of the group rate, they did add the rewards number to my room Thus, the qualification was met prior to May of The hotel at no point stated that it would not count toward continuance of the program base Sincerely, [redacted]

Dear Mr [redacted] ,Thank you for recent email regarding the Holiday Inn Club Vacations I appreciate the opportunity to further address your concerns.My office does not oversee the presentation tours at the Holiday Inn Club Vacation resortsIHG yields the day to day operations of Holiday Inn Club Vacations to their individual property management teamOur IHG Guest Relations office is unable to assist you, as we do not have access to the Holiday Inn Club Vacations reservations, tour details, billing or contract informationHoliday Inn Club Vacations and Orange Lake Resorts have their own Guest Relations and Sales offices to assist youFor further assistance, please continue to work with the management of the Holiday Inn Club VacationsI have provided their contact information as follows:HCV Tour/Marketing office complaints or help: 888-427-2947Customer Service for TOUR: 1-800-353-1966Customer Service for Club Vacations: 407-239-2299Once again, thank you for contacting usI regret that I am unable to assist you furtherYour patronage is valuedI sincerely hope this experience will not deter you from using IHG in the future and you will allow us another opportunity to demonstrate the high standards of customer service of which we are proud.Kind regards,Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,I have received your most recent contact via Revdex.comYour comments are greatly appreciated, since they give us the opportunity to uphold our standards and to ensure that we provide the highest quality of service to our guests.I have once again reviewed the situationI feel that your concerns were fully addressed in my prior email to youAs previously advised, Holiday Inn Express hotels are value minded hotels and do not have a full staff evenings and weekendsAlso, it is beyond the hotels control if a guest gets sick at the property, all they can do is clean it up as quickly as possible even if it is 7:PM and restrict any effected portion of the hotelI am sorry if the hotels efforts inconvenienced youI understand that this is not the response you were hoping forHowever, based on the above we are unable to meet with your request for reimbursementThank you for taking the time to contact usPlease rest assured that we value you as a customer and look forward to being of service to you in the near future to rectify any negative perception you may have of our hotels.Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] , Thank you for your recent emailI am sorry you are still not happy with the resolutionI appreciate the opportunity to further address your concern I have contacted the hotel you are currently staying atI spoke with the General Manager and he advised that they are sold out for the next months and an upgrade is not availableHe is very sorry for the inconvenience and has given you a price reduction for the remainder of your stay In addition, I have reviewed your account and I see you have purchased an Ambassador MembershipThis level does guarantee room upgrades However, the Ambassador Membership benefits are valid at the Intercontinental brands only Our hotels are franchised and we are not able to transfer reservations from one hotel to anotherHowever, if you would like you can cancel your current reservation without penalty and rebook at the Staybridge Suites if they have upgrades availableThe General Manager stated he has provided their number to you I do regret you remain unsatisfiedI have documented your concerns and forwarded them to our program directors for consideration of future enhancements to the programThe goodwill points I have issued will remain in your account Thank you for contacting usWe do appreciate your loyalty and IHG Rewards Club Platinum Elite Member and Ambassador MembershipIf we can assist further please let us know Kind regards,Brenda J [redacted] , Case ManagerPhone: [redacted] Fax: [redacted]

Dear MrC [redacted] , Thank you for your most recent contactI apologize for your continued dissatisfactionI do understand your frustrationAs I have mentioned in my previous email, the structure of any extended stay property is "the longer you stay, the less you pay"That is what sets them apart from other hotel brandsHowever, due to your misunderstanding of this as a one-time goodwill gesture I will mail you a check for $ [redacted] to the address you have on fileYou will receive it under separate cover within the next 10-business daysOnce again, thank you for contacting usWe do appreciate your IHG Rewards Spire Elite MembershipHave a wonderful day!Kind regards,Brenda J [redacted] Customer CareIHGPhone - [redacted] Fax: [redacted] Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] , Thank you for contacting IHG I appreciate you taking the time to bring this matter to our attention, and apologize for any inconvenience you may have experiencedI have documented your comments under reference number [redacted] I was unable to locate you in our data baseHowever, before I can continue, I need you to reply to this message and provide the following information:- Your IHG Rewards Club number Once again, thank you for taking the time to contact usI look forward to hearing from you and being of further assistance Sincerely,Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG regarding our Rewards programI am sorry to hear you are not satisfied with how our program worksI appreciate the opportunity to assist.I have reviewed the situation againI feel that your concerns regarding the rollover nights were fully addressed in my prior email to youIn regards to the promotion registration, might I suggest that maybe another family member signed up in November, as your account was clearly registered in JanuaryI understand that this is not the response you were hoping forHowever, based on the above we are unable to meet with your request for reimbursementI hope you will read through the website for IHG Rewards and discover how great this free program is when used properlyYou can find all of our terms and conditions for our program outlined here: http://bit.ly/1fC0h3a.Please rest assured that we value you as our guest and IHG Rewards Spire Elite memberWe look forward to being of service to you in the near future.Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Hi ***,I have received your notification of [redacted] concernsI have documented these concerns with reference # [redacted] I have forwarded the guests comments to the hotel management to review with the staff to ensure this does not happen againI have also reached out to the guest directlyRegards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Dr**,I have received your comments via Revdex.comI appreciate the opportunity to address your concern.I have reviewed your account and it does reflect your status as SpireYour comments are documented with reference # [redacted] .Thank you for your commentsHave a good day!Regards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Hello Kristine, I have received your notification regarding MrC [redacted] 's concernI have located a previous contact to our office and have added his commentsI have also responded to MrC [redacted] with a in depth explanation via emailRegards,Brenda J [redacted] Customer CareIHGPhone - [redacted] Fax: [redacted] Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: I received a call from the manager following the time the initial compliant was filedI was informed that she verified the "smoke" in my roomAgain, I am a nonsmoker and would not allow anyone else to smoke in a hotel room for which I am responsibleIronically she was able to tell me about my departure, whom I was with, etcIf this was the case she would've observed my companion entering to gather my things and returning to the parking lot leaving not time for the accused activityShe then proceeded in a disrespectful manner to tell me that she was not going back and forth with me but would grant a refund because I took the liberty to phoneOf course I took the liberty to phone, I did nothing against regulation and honestly wanted to rectify the situationAs previously stated, I have used these accommodations on occasions in the past and I have never been treated in such a derogatory mannerI have not received the refund as stated as of today Sincerely, [redacted]

Thank you for bringing this matter to our attentionWe apologize for any inconvenience or frustration Mr [redacted] has experiencedOur research shows Mr**'s reservation was not canceled This is why the hotel charged him a no show fee We are unable to verify any kind of an error took place Mr [redacted] does not have a cancellation number or confirmation of a cancellation Therefore, we support the hotel's decision We are not in the position to issue Mr [redacted] a refund