InterContinental Hotels Group

Dear Mr***,I have received your most recent contact regarding your experience with the Accelerate Change your view promotion I appreciate the opportunity to address your additional concerns and regret this continues to be an inconvenience for you.I have once again reviewed the situationI feel that your concerns were fully addressed in our prior email to you and truly hope to be able to welcome you back to rectify any negative perception you may have of our IHG Rewards Club promotions.I understand that this is not the response you were hoping for However based on the above and to be fair to all of our members we are unable to meet with your requestPlease rest assured that we value you as a customer and look forward to being of service to you in the near future.Once again, thank you for contacting Guest RelationsYour patronage and IHG Rewards Platinum Elite Member is very much valued. Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessarySincerely,*** ***

Dear Mr***,Thank you for contacting IHG regarding your reservations at InterContinental Grand Stanford Hong KongI appreciate the opportunity to further address your concerns. After further research, I have found your reservation booked via the internet under the advanced purchase rateWhen this rate was chosen online, it clearly stated it was fully prepaid and nonrefundable if you cancelThese terms were agreed to online before the system would give a confirmation numberWe fully support the restrictions of this rate and are unable to process a refund.I did go online and replicated the process in booking this reservationI found that after you choose the room type with a view there is a list of rates availableOn the very top right next to each other are the Advance Purchase (restricted) and Advance Booking (flexible) rates both with their cancellation informationThe Advance Purchase rate is what you chose which is a little less that the Advance Booking rateThe text that is copied into your notes is for the rate you did not choose. I do regret that we are unable to assist with your request for a refundWe do appreciate your business and IHG Rewards Club Membership. Sincerely,Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have contacted my credit card, American Express and canceled the disputeAttached to this message is the email I received from AMEX confirming that the dispute with Intercontinental Hotel Group (IHG) has been canceledHowever, if IHG does not follow through with their promise of refunding the $200, I will reopen the dispute
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you
Sincerely,
*** ***

Dear Ms***,Thank you for your most recent contact to IHG via Revdex.com regarding the Holiday Inn Express Fishkill-Mid Hudson Valley I appreciate the opportunity to further address your concern.I do apologize for the difficulties you have experienced with the above hotel
I have reviewed your previous contacts and I see you have declined our offer to refund you via a checkWe do not have the ability to refund your credit card and can only offer a check. You have requested to escalate your concern times and is now being handled by our Operation ManagerThey are in the process of attempting to find another solution as you have refused our offer to send a checkI have spoke with that department and they will be in contact with you as soon as they have more informationYour comments are documented with reference #***.Once again, I appreciate your patienceYour patronage and IHG Rewards Club is valued and you will be contacted soon. Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMER*** *** ***Salt Lake City, UT

Hi Kristine,I have received your notification of Andrew B***'s concernI have opened a case #*** documenting his concernsI have emailed the guest directly explaining he has not lost any status or benefits he has previously enjoyedHis Platinum Elite status is very much valued
Regards,Brenda J***Customer CareIHGPhone - ***Fax: ***Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because: when I travel I do not assume that Holiday Inn hotels that I frequently stay at (priority club member) nationwide is going to be franchised owned by people from another country, in which do not speak English, especially in my state of Illinois, let alone this Country of USA. A hotel that does not treat Americans with respect, nor give travelers a sense of securityI will never, ever agree or accept any response from the hotel establishment unless they are crediting us back our points in regards to the mistreatment our family has enduredI want other innocent guests to know that this hotel doesn't care enough to return a call to us to resolve this matterThis hotel is located by the airport and takes advantage of this simple reason why they don't need to take care of people staying at their hotelIt is a revolving door business that once people go in and realize the unprofessionalism and disrespect, they leave and don't come backIt is absolutely not a family hotel and depends on business guests only The corporate office has a responsibility to make sure that their franchised owned hotels give people that respect, comfort and security while spending their hard-earned money at their hotelsAnd if corporate wants to continue to pass the buck, then they are equally to blameThere are many other establishments and credit cards to choose from....I can only warn others of this obvious problemBewareEven though it may be a convenient location, the headache is much worse....... go elsewhere!!!
Sincerely,
*** ***

Initial Business Response /* (1000, 16, 2017/07/11) */
Mr*** *** contacted our office indicating he is in between offices, and has received our mailThe consumer has been paid on for the amount of ***
Please verify you have received the check
Initial Consumer Rebuttal /*
(2000, 18, 2017/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Money was refunded in fullI am satisfied with the response

Dear Mr***,I have received your recent contact regarding the Best Price Guarantee I am sorry you feel the explanation is inadequate. As previously advised, we have a dedicated team that has been trained to oversee the Best Price Guarantee claims My office has not been trained, I am not in a position to override their decisionYou must contact them via email or the link on the website as stated in the rules. I do regret your dissatisfaction; this is never our intentWe strive to have the lowest rates available, the Guarantee applies to comparing exactly the same packages or inclusive prices with the same included itemsI urge you to refer to the Terms and Conditions at http://bit.ly/1gEltDP.Once again, thank you for allowing me to further adviseI regret that I am unable to assist you furtherYour patronage and IHG Rewards Club Membership 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*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

I am rejecting this response because: As I said in my earlier emailWhen you select "view rates" on the box for a room, a new screen comes up which is what I emailed to you earlierIt might very well be that in other areas of the room information it does say differently, but that is not what I saw and what I saw is still there ( unless they finally updated it)What is amazing is that Charles, a supervisor, agreed with me on Friday, January and said "I understand what you are saying, probably somebody pasted the "free cancellation" to the wrong box" he provided me with a reference number ***I also spoke this Monday with an Emily, Charles supervisor, who also said she agreed with my complaint and would see what she could do for me
Complaint: ***
Sincerely,
*** ***

Dear Mr***,I have received your notification via Revdex.comI have located your previous contacts and added your additional comments to the notes. We do have this dedicated team that handles all the Best Price Guarantee issuesAs stated on the website you must contact
them directly via emailAs our Central Reservation Agents nor I are not trained as Best Price Guarantee Agents we cannot provide valid informationBest Price Guarantee Agents are trained to handle all these concernsUnfortunately, I do not have access to their information and I am not in a position to override their decision. I have read through all of your previous contacts and have noted that your concerns have been addressed with each and every contactI am sorry this continues to be a disappointment for you.If you would like to discuss this further you must contact Best Price Guarantee directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rateYo...⇄ comments are documented with reference # ***.I regret I am not able to assist you further. Kind regards,Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:IHG stole my pointsThey had stated that they sent me an email to notify me that it will soon expire, but they did notI have worked years to build up my pointsEverytime I could have used points I paid instead, to save my points for a special occasion like nowWhen I went to redeem, I was told they expired last month and that I was notifiedI was notI am infuriatedI have never been treated like this beforeThe way that I was spoken to was another big issue, which IHG is not even commenting on or apologizing forThis is unacceptableI either get my points back today, or they pay me for every stay I paid for, while I could have used pointsUnacceptableYou can’t treat people like thisYou can’t steal money from people that have been so devoted to your company!
Sincerely,
*** ***

Hi Kristine,I have received your contact regarding MsB*** (G***)I have reached out to her via email requesting additional informationI have documented the case #***. Regards, Brenda J***Case ManagerCustomer CarePhone: ***Fax: ***IHGInterContinental
Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your most recent contact regarding your no-show charge from InterContinental Hong Kong. As you have previously requested to escalate your concern I have forwarded it to or Senior Case Manager officeI am no longer able to assistThey will be in contact with you as soon as they have reached a conclusion. Thank you for your patienceHave a nice day!Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:
I have recived the contact from Brenda J***, I ahve given her the information of the reservation as requested.The information is the following:- The name the reservation was under as well as the IHG confirmation number (numbers starting with a 6)Guest Information: (was mistyped) *** ***, reservation number ***- Which IHG location you are referencing (city, state and address) Holiday Inn Miami International Airport, South Royal Poinciana Blvd., Miami Springs, FL 33166- The dates of your stay02-19-2016- What action has the hotel management taken to resolve your concerns? Non at this point, replaying that the procedures were made as the Hotel reservation conditions.- Your IHG Rewards Club number (If applicable) ***So then, the reply was as the following (copied):Dear Mr***,Thank you for contacting Guest Relations with the requested information and allowing me the opportunity to address your concern regarding your reservations with the Holiday Inn Miami-International AirportI am genuinely sorry for the frustration you have experiencedThis is truly not our intent.I have thoroughly researched your reservation details and it shows your reservation was booked via Third Party (Booking.com)The reservation booked was made with a discounted rate with certain restrictionsA night deposit was required at booking giving you till day before arrival February to cancel without penalty. As the reservation was not cancelled in that time frame the hotel was within it's right to charge your card at that time.Please allow me to explain that when a reservation is made through a third party such as Booking.com your contract lies directly with themI do understand that you feel you were incorrectly advised of the terms of the reservationAgain, as your reservation was made through a website that is not owned or controlled by IHG, any refund requests must be made directly to the third partyWhile I regret our staff has been unable to help you but it is due to the above which severely stifles our abilities to assistTo avoid issues such as this in the future I encourage you to book directly though our website or Central Reservation Office.I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping forPlease rest assured your comments will remain on file and they will be used in our future assessments.Thank you for taking time to contact usWe value you as our guest and hope to have you as our guest in one of our hotels soon.Kind regards,Brenda J***Case ManagerWell, In the reservation got through Booking.com, its clear on the reservation condition that NO CHARGE would be made for the reservation, if it's a discontinued rate thats not my problem, the Hotel should have a contract between Booking.com and them so its a problem between Booking.com and the Hotel itselfThe restrictions were never present on the reservation that Ive made, besides of the cancelation terms that, by the way my reservation document was very clear that there would be a penalty if Ive made a cancelation, that this wasnt the case.The problem is that the reservation document is clear that no charges would be made to my credit card, but the Hotel (by their own policies, not advised on the reservation) made the charge on the morning 9:AM of the reservation day (not a pre-authorization, they just made a full charge)If the charge were made on the night that Ive presented myself at the Hotel, then I would understand or if I wouldnt presented myself at all, I would undersatnd if the charge were made at 23:50, not on the morningIf the Hotel is not under the conditions to keep up with what it says on my reservation, then they should offer their services through that websiteAgain, its a problem between the Hotel and Booking.com they should reffer that problem to the final client, because then, they are breaking a contract that its the reservation itself.Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It offers nothing No compensation, no assistanceIt offers nothing.Because we could not see the expiration date of the free night we called We tried to use the night and were told we had to book it online We could not do thatIt would not allow us to book online regardless of date or location.We called again assured that the free night would be good for a year from issue , we didnt worry about sorting it out at the time but we were told someone would get back to us.No one did.We decided to try to use it again and it was gone.The response by IHG does not solve the problem or offer any compensation for the loss of a free night due to their technical issuesI have attached a screenshot of what we saw when trying to click terms and conditions and get the expiration date and information.The terms and conditions boxes seem to never work I have clicked on them since regarding other offers and get the same blank and I have had others do the same with their accounts ans get the same blank boxes.When you can not see the information because it is not online and you call, I have to assume the information given by reservations is correct Again this resolution is not a resolution , it is saying nothing will be done, we appreciate your patronage but we arent going to do anything to assist in this matter
Sincerely,
*** ***

Greetings Revdex.com, I have received your latest notification for Mr*** ***I have not been able to gather nor provide the information the guest is requestingI have exhausted all of my resourcesI have advised Mr*** to contact the hotel directly as they are the only ones that have access to their accountingI have provided the hotels and General Managers email address. Regards, Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No*** InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:See attached screen print, FREE Cancellation, (in bold red letters) no deposit (also in red letters) That is the type of reservation I wanted so I accepted the bookingI note, NOW, in small black print, at the bottom, it says refund in pointsI did not see that at the time of the bookingMy eyes were drawn to the Bold Red Letters and it was the type of reservation that I was looking for, so I accepted itThey can't have it both waysEither the bold red lettering applies or the small black print applies, they can't have it both waysAgain, they offer no resolution to the dispute, it is their way or the HighwayMy dispute stands and I will not withdraw itI am disappointed that they can not even acknowledge that maybe I have an issue that needs to be addressedAgain, it is just their way or the HighwayDisappointing, to say the least.
Sincerely,
*** ***

We have responded to the guest numerous times explaining our positionTo be fair to all of our members we must adhere to the Terms and Conditions, our position has not changed and we consider this matter closed