InterContinental Hotels Group

I have pasted this from my screenYou can also look at their website for the exact same dates and hotel and when you hit "view rates" the screen, as shown below, will appear
From 50,points
OR
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?HK$ 1,491.50 HKD
Hide Rates
Free internet safety box minibar voicemail and pillow menu
LCD TV w satellite channels pay movies and guest folioRoll away bed is
available at a chargeWhen you arrive we will do our best to meet your
room bed type and smoking pref as these are sbj to avail and cannot be
guaranteed
Advance Booking Offer
FREE Cancellation until 6:PM local hotel time on February 27,
No deposit required
Must book days in advance
View Rate Details
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?HK$ 1,491.50 HKD
Average Nightly Rate

Complaint: ***
I am rejecting this response because:I received an e-mail from MrP***'s insurance company (please see attached) I am waiting for the claim number and reimbursement of my out of pocket expense I have not heard back from MrP*** I did not accept the free night offer at the same location It should be at any IHG location
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I think you guys are not understanding what I've been stating for the past two weeksI was charged a total of $for something that should have only cost $ There was a total of charges to my account and only of them dropped off forcing me to pay (x2) which equals $. I made reservations for check in Friday 7-17-through Sunday 7-19-for $not $ The $caused my account to occur NSF fees and I tried to explain this times I even contacted Michelle with my bank on the line for a conference callThe issue still was not resolved, the customer service agent verified both charges which totaled $plus a NSF fee of $ He even provided her the approval number for both charges and still Michelle stated thats not what her records showedPer the advice of the bank I needed to submit a claim form for fraud in order to start the process of getting $(of the charges) refunded My bank cut my old card up and I have yet to receive my new bank card (which takes 5-business days)This issue has stressed me out completelyI was without money for days thanks to your Holiday Inn employeesWhat they did was wrong and perhaps illegal, not once did anyone take their time to listenThis entire situation should have been avoided on Saturday 7/18/when I walked to the lobby and attempted to explain to Michelle that I had at that time charges that posted and pending for one hotel stayI'm requesting a full refund in the amount of $for the hell your company put me through I have all of my paper work to prove that what I'm stating happenedMichelle should be fired, no manager in their right mind would carry on the way she didI'm certain other customers have complained about this woman, take heed before she causes your company a lawsuit
Sincerely,
Kenya J***

Complaint: ***
I am rejecting this response because I expressed to Denise that I was not satisfied with only receiving half of my points back, but he insisted that was all that he could offerThe purpose of the complaint was to reach someone higher than Dennis to address the matter
Sincerely,
*** ***

Hi ***,I have received your notification of Ms*** *** commentsI have added them to case #***Decisions were not based solely on the hotels version, we have in writing what Ms***'s concerns are and together with the hotels accounts have been taken into consideration Extensive
investigation and many contacts to the guest have been done both via phone (which always goes unanswered) and emails sentGuest has been provided with the phone number to our Executive Office agent that is personally handling her concern and advised for any further handling or discussion to please call Kari in our Executive Office. Regards,Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG Rewards Club regarding your wife's accountI appreciate the opportunity to assist you. I am sorry for any misunderstanding regarding the mechanics of the IHG Rewards Club programI urge you to familiarize yourself with the terms and conditions of
the program, this will answer all of your questionsYou can find the Terms and Conditions at the following link: http://www.ihg.com/hotels/us/en/global/customer_care/member-tc. Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Club membershipShould you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:The holiday inn vacation package is a total mistake and it is a fraudIHG release my information to a non reliable outsourcing company and I thought I book the package directly from IHGBut I am totally be tricked. File the complaint about orange resort alreadyBut it won't happened if IHG didn't release my information. I will let all my friends, colleges, relatives know what happened so no one will evolve in something like thisIHG is on my blacklist and my suggestion is never stay IHG.Revdex.com,further
Sincerely,
*** ***

Dear Mr***,Thank you for contacting Guest Relations and allowing me the opportunity to address your concern regarding your reservations with the Holiday Inn Express New York City Times SquareI am genuinely sorry for the frustration you have experiencedThis is truly not our intent. Please
allow me to explain that when a reservation is made through a third party such as Priceline, your contract lies directly with themI do understand that you feel you were incorrectly booked for the wrong dateAgain, 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 assist.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. Kind regards,Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No109520870InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Hi Kristine, I have received your notification regarding MrsF*'s concernI have documented her contact with reference #***I have also contacted her directly via email and offered her an alternate solutions so not to loose her deposit. Regards,Brenda J***
Customer CareIHGPhone - ***Fax: ***Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your comments regarding your IHG Rewards Club accountI have also located your previous contacts to IHG Rewards Club Service CenterI see your concerns have been addressed and your points have been restored with an explanation. As previously advised, we have
made a one time goodwill exception and extended your points expiration until July, Your points will expire if there is no account activityIt is easy to maintain your points balanceSimply earn or redeem points once a year through any of our IHG hotels or partners. It's very simple to extend your point balance period - any activity that earns additional points or uses your existing points will extend your month windowExamples of qualifying earn activities include: a qualifying stay at any IHG hotel or resort, purchases on your IHG credit card, earning points via a promotional offer, or earning points with any IHG Rewards Club partnerExamples of qualifying redemption activities include booking a Reward Night stay, donating points to charity, redeeming points for travel via our Flights Anywhere or Cars Anywhere products, or making a purchase from the IHG online redemption catalog.Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Club membershipShould you require further assistance, please feel free to contact IHG Rewards Club Service Center again.Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I do regret your dissatisfaction regarding the IHG Rewards Club. As previously advised, the policy regarding points expiration changed years agoWe as a company have made every effort to inform our members via website posting and numerous personal emailsWe do value your patronage, however, to be fair to all of our members we must adhere to the terms and conditions of the program. Thank you again for contacting usI do wish you a good day.Kind regards, Brenda J*** IHG Case Manager Executive OfficeReference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT 84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Dear Mr***,I have received your most recent contact regarding your experience with the Holiday Inn Club VacationsIt is with regret that I learned of your continued displeasurePerhaps I can shed some light on this for you.Our hotels and service centers aim to always provide quality service to our guests and membersI have reviewed the notes from your previous contacts and it appears you have been advised of the reason for your disqualificationIf you would like to contact me directly at [email protected] I will once again advise privately. Your comments are documented with reference #***.You have also 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 informationFor this reason, you were asked if you wanted to be transferred to talk with themIf you would like to discuss this further you must contact them directlyI have previously provided their contact information. Once again, thank you for allowing me to further adviseI regret that I am unable to assist furtherYour patronage and IHG Rewards Club membership is valued.Cordially,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

Dear Mr***,I have received your additional commentsI regret your continued dissatisfaction. However, as previously advised when this rate was chosen online, it 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 to be fair to all of our valued guests we are unable to process a refundPerhaps you have an acquaintance who could use it in your absence.For future reference, we offer this rate to people who would like a discount and are sure of their plansThere are other options when booking online that are more flexible and allow you to cancel.Thank you again for contacting usWe do appreciate your business and IHG Rewards Club membershipI hope to have you as our guest in one of our hotels soon. Sincerely,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

[A default letter is provided here which indicates your acceptance of the business's response. If 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 this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I know what my card ends in and it ends with ***I dont know why both payments were submitted with *** attached to it.That was something your employees included, But that is ok since you guys are still clueless I'll proceed to step twoI choose Revdex.com for a paper trailYou guys were given every chance to correct this issueThanks for nothing but this is not overYou have also dropped the ball along with clueless Michelle
Sincerely,
Kenya J***

Dear Mr***,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 2015. 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 membersFirst emails starting in announcing the policy change and then 90, & days prior to expirationIt is the members responsibility to maintain accurate contact information in their account profileThe 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 accountsWe will keep you informed about your points and all the ways you can earn or redeem your points, as long as you opt in to our communications and have a valid email address in your account profileI am sorry I am not able to accommodate your request to restore expired points.Your comments are documented with reference #***. Once again, thank you for taking the time to contact usI wish you a good day!Kind regards, Brenda J*** IHG Case Manager Executive OfficeReference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT 84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Dear Mr***,Thank you for your most recent contact to IHG regarding your reservation at the Holiday Inn Express White River Junction I appreciate the opportunity to further address your concern.After further research, I have found your reservation booked under the advanced purchase rate
When this rate was chosen online, it 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 refundFor future reference, we offer this rate to people who would like a discount and are sure of their plansThere are other options when booking online that are more flexible and allow you to cancel.However, I have been advised the hotel has offered as a one-time goodwill gesture; would be willing to credit the deposit toward another night's stay within days (based upon availability) Please keep in mind that if the rate is higher on a date that you choose you will be responsible for the difference in ratesAlso, if the rate is lower there will be no refundsPlease contact the hotel directly as soon as possible to set that upYour comments are documented with reference # ***.Once again, we appreciate you taking the time to contact usYour patronage and IHG Rewards Club Membership is valuedWe know you have many choices when it comes to lodging and hope you will continue to choose IHG for your future travel needs.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

Dear Mr***,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 information. Holiday 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 Orange Lake ResortsI have provided their contact information as follows:HCV Tour/Marketing office complaints or help: ###-###-####Customer Service for TOUR: ###-###-####Customer Service for Club Vacations: ###-###-####Once again, thank you for contacting usI regret that I am unable to assist you furtherYour patronage and IHG Rewards Platinum Elite 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 - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG Guest Relations regarding your experience with the Candlewood Suites Detroit, Warren, MI We greatly appreciate you taking the time to bring this matter to our attention and apologize for any confusion surrounding this hotel's billing
policies. Many IHG properties are franchised, independently owned and operated In this case, the hotel management and ownership determine their own billing policies in accordance with local demand and business needs IHG is not involved in the development of these individual hotel policies. I have forwarded your comments to the General Manager and ownership of this hotel for review If you would like to discuss this matter further or require any further information, please speak with the hotel management directlyI have asked the hotel management to contact you directly within hours to discuss your concern and also to report back to my office with their findings.Once again, we appreciate you taking the time to share your comments with usYour patronage and IHG Rewards Platinum Elite Membership is valued We know you have many choices when it comes to lodging and we hope you will continue to choose IHG for your future travel needs.Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:
You nave made no attempt to resolve the issueAll you did was respond that you are not in a position to help outI'm not sure what the point is of such a non-helpful responseA manager, or somebody who has authority to make decisions, should be addressing these issues
Sincerely,
*** ***