InterContinental Hotels Group

Dear Ms***,Thank you for contacting IHG regarding the Holiday Inn Express Griffin, GAWe greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced.It is IHG's goal to consistently provide superior service and
accommodations to our guests and your comments are very important to us However, due to the nature of the situation involving a contractual agreement with this hotel, our office is unable to offer any further assistanceWe have forwarded your comments to the management of this location for review If you wish to pursue the matter further, please contact the hotel management directlyYour comments have been documented with reference #***.Once again, we appreciate you taking the time to share your comments with usWe sincerely hope the matter is able to be amicably resolved, and you will continue to choose IHG for your future travel needs.Kind regards,Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for your most recent contactI do apologize for my misunderstandingI do appreciate the opportunity to assist. I understand now that your issue is in regards to an earlier claim that was resolvedAs you have many with us I would need more information to further assistPlease provide me with the reference # for that claim and I will take a look and see what I can do for you.I look forward tp hearing from you and being of further assistanceYour IHG Rewards Platinum Elite Membership is greatly 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: the response doesn’t address the issue it’s just a canned reply to tell me to go pound ricksIt doesn’t even address the fact that they took away half the value of my points without notice.
Sincerely,
*** ***

Dear Ms***,As previously advised, you must continue to work with Holiday Inn Club VacationsPlease access this link https://members.holidayinnclub.com/hicv/pages/contact for contact information and formsWhile I regret your dissatisfaction I am unable to assist further with your concern.Kind regards, Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for your further contact to my office regarding your experience with the Holiday Inn Miami Beach-Oceanfront I appreciate the opportunity to assist you in this matter. It is IHG's goal to consistently provide the highest quality in both product and service
Your comments are important to us We welcome every opportunity to improve our service and quality. I have located your numerous contactsI see your comments have been previously forwarded to the management and ownership of the hotelUnfortunately, we are not in a position to compel them to contact a guest again if they choose not toThey have noted that they have already spoken with you advising of their position As the damage was not reported while you were at the hotel, they cannot assume it happened by the hotel. While our guest's feedback is extremely important to us, I must inform you this hotel is a franchised property IHG does not own, operate, or manage the day-to-day operation of this franchised location Due to license agreement, your concerns regarding the parking lot damage must be handled by the hotel managementAs a result, our office is unable to assist you further in this matter Should you have any further questions or comments, please contact the hotel management directly at 3311.Again, thank you for your time I trust that you have experienced a higher level of satisfaction at our hotels and with our office in the past and know that we do care about you as our guest Your business and IHG Rewards Spire Elite Membership is valued and we look forward to making your future stays with IHG the best ever.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 Mrs***,I have received your comments regarding your stay at the Holiday Inn Chicago-Elk GroveI regret your continued dissatisfaction I appreciate the opportunity to further address your concerns.I have located your previous contacts and have added your most recent commentsAs
previously advised the hotel in question is a franchised propertyIHG does not own, operate, or manage the day-to-day operation of this franchised locationDue to license agreement, your claims regarding the sexual harassment, discrimination and theft must be handled by the hotel management.Unfortunately, our office is unable to assist you furtherIf you wish to further discuss this you may contact the General Manager directly, as previously instructed.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:IHG has the right to change their term only from the time (2014) forwardThey don't have the right to change the record, they don't have the right to change the business agreement between the two parties agreed on 2005.By one side change the agreement of at is deceive customer and steal money from customer
Sincerely,
*** ***

Dear Mr***,Thank you for your most recent contact to IHGI would like to take this opportunity to again explain the change we made to our program years ago.Following extensive research with members, IHG evolved its award winning program to focus on building more personalized relationships,
delivering the most relevant benefits and choice to global travelersWe decided to expire points after months for only members who neither earn nor redeem at all during this time, so that we can focus on rewarding our most loyal members. To reward our guests who choose to stay with us more often, we focus more program benefits toward members who earn and redeem on a regular basisAll points will expire after months if there’s no account activityBut it’s easy to maintain your points balanceJust earn or redeem 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 12-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. The policy has been in effect, since April - every member has months from announcement to earn or redeem points to extend your point balanceThe first expiration didn't occur until May From May 2016, we 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, via email. Due to the above we are unable to meet with your requestsI sincerely hope this has assisted in clarifying your inquiryYour comments are documented with reference # ***.Once again, thank you for taking the time to contact us as we value your patronageI do wish you a good day. Sincerely, 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]

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The response given contradicts the IHG Loyalty intentions Please see the attachments as what is marketed, versus what is actually occurring.
**ATTACHMENTS**Rewards: Redeem "when" you want, for "what" you want!!Its time to experience a loyalty program that actually rewards you!!Brands: "We have brands in our family, spanning hotels in nearly countries""We develop our brands to respond to guest' "needs"....Blackout Dates: "No Blackout dates"Given the reading of these Marketing statements, I was lead to believe these statement to be trueHowever, where the current GM says he is "sold out" but cannot switch me to another property due to franchising, I am not involved in a loyalty program with brands and locations as I was lead to believe and left to negotiate with individual hotels not an international brandPreviously in Addison, TXI was told the upgrade cannot be given due to not having enough loyalty with the "Franchise", I believed this would be different when coming to an IHG owned and operated propertyHowever the story is the sameBait & Switch!! "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."If the marketing of IHG is complied with, the upgraded benefit would span over to another of the brands or hotels to accommodate the loyalty a customer shows with the perks IHG has promisedFor this reason, I do want to exercise the Revdex.com offering of legally binding arbitration to resolve this matter. My requested resolution, my "needs" are exactly what the hotel has promisedUpgraded accommodationsBut also review of the thousands of dollars spent with IHG brands, where I have been denied the benefits of what I was promised.
Sincerely,
Joseph ***

Complaint: ***
I am rejecting this response because:A solution is not providedThey are just replying the message back and forth stating that someone will contact me soon, which is not happening.
Sincerely,
*** ***

Dear Mr***,I have received your comments via Revdex.comI do apologize for any misunderstanding or inconvenience this situation has caused. I have located your previous contacts to the Best Price Guarantee DepartmentUnfortunately, we have this team that specializes in these
claims and I am not able to override their decision as they have done the researchIf you would like to discuss this further you must contact them directly at ***@ihg.com.I do thank you for your patronage and your IHG Rewards Platinum Elite Membership is very much valuedI am sorry I am not able to assist you in this instance.Kind regards, Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Revdex.com,There was no resolution from the business to resolve the
issue, instead the business has forwarded
my complaint to the actual people and source of the issue, meaning my complaint
was forwarded the people who has been the original cause of the issue
In short the business is passing the Buck to people who have
disguised the charges, [per my complaint] who has been rude and behaved in an unprofessional
manner and the business calls this party as its management
Basically the business telling the lamb to get the advice
from the same fox and resolve its own issue
When I brought my case at the HI hotel’s front office on 7/14/2015,
the only person who came forward to respond in place the Hotel management, was
person who was dressed up like cleaning person and spoke in the same attitude and
mannerThis incident has been described in my complaint very clearly
And this was the only reason why I decided to take up this
matter to Hotel’s Corporate Office.
Complaint: ***
I am rejecting this response because:
Sincerely,
Winston * W***

Dear Mr***,Thank you for your most recent contactI would like to take this opportunity to further 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 membersThe 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 by logging in to your account on ihgrewardsclub.com and updating your subscriptions under "Communications Preferences." I 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*** 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]

Please advised that we mailed a check #[redacted] to [redacted] in the amount of $175.00 on January 3, 2017. As to the missing screws, the screws were there upon installation. However, when the sheetrock is installed the screws are sometimes removed by the sheetrock installers so that the sheetrock lies...

flat. As to the circuit tripping when the outside lights are turned on, we have an appointment to go there on Friday, January 13th. If you should have any further questions regarding the above, please feel free to contact us. VTY, MAC Electric

Dear Ms. [redacted],I have received your comments regarding the email you received regarding the InterContinental Affiliate Resort The Venetian. As you have already been advised to please forward the email you received so we can see what you are seeing. I have added your comments to your previous contact...

documented with reference #[redacted]. We look forward to receiving this information so that we can be of further assistance. Regards,Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because: I'm not satisfied with the response received from IHG and Ms. J[redacted] specific to the points I outlined previously.  Can the Revdex.com of Utah please send me more information regarding arbitration?
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because:#1 - My Priority Club points were earned under the condition that the points would never expire.  If IHG wanted to change the conditions of their program than any points earned from that point forward could be subject to these new conditions. I believe it is not right that changes to the program were made retroactive to points already earned.#2 - IHG stated there were numerous notifications made of the changes to this program.  I have never received any mail or emails on these proposed changes.  My email address and home address are still the same after 20 years.  I have a newer email address that my provider has asked me to start using (used for this complaint) but my older email address is still valid and used everyday.  Out of habit I also check my spam box several times a day.
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your recent contact regarding your IHG Rewards Platinum Elite member account. I appreciate the opportunity to further address your concerns.Our Service Center has been trying to reach you via phone call but have been unsuccessful. They have sent you an email per your request with the resolution. Should you have any further questions regarding their decision, please contact the IHG Rewards Club Service Center directly. Your comments are documented with reference #[redacted].Once again, I appreciate you taking the time to share your comments with us.  I regret I am unable to assist you further in this matter.Kind regards, Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130