InterContinental Hotels Group

Complaint: [redacted]
I am rejecting this response because:I believe  that the business was not trying to  resolve my  issue. They have only asked the same questions that has been already very clearly addressed in my compliant to Revdex.com.Basically I believe  the business is trying to buy time .  I am herewith attaching my response to the business which Revdex.com will  find that my answer has been addressed in my complained to Revdex.comin detail.Thank you,
Sincerely,
Winston * W[redacted]

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 experienced. I have documented your comments under reference number [redacted]. I was unable to locate you in our...

data base. However, 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 us. I look forward to hearing from you and being of further assistance.   Sincerely,Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Complaint: [redacted]
I am rejecting this response because: It does nothing in regards to IHG honoring its promises made in Rewards Club benefits... This is BLATANT bait & switch tactics.. IHG says that if I'm loyal to their offerings, remain in their rewards club.... Certain perks are attached.  IHG has never provided these perks and always has some excuse to why it cannot do what it claims to do for its loyal members. My resolution: Upgrade my stay at the current property or move me to another Candlewood or Staybridge  that can accommodate the promises made. Neither Hilton nor Marriott does such inhospitable treatment of its guest, much less to its loyal club members... 
Sincerely,
Joseph [redacted]

Complaint: [redacted]
I am rejecting this response because:Thank you for your swift reply to my initial email.  I wanted to provide a little additional evidence for my case, so I have attached copies of the direct email I received from "Mike" in your guest relations center as proof of my communication with IHG.  My initial email request for booking a two-bedroom villa was sent to the Gatlinburg Resort property directly, and then they forwarded it to IHG so that the points booking could be accurately completed.  My initial request was to use 100,000 points to book a 2 bedroom villa for two nights Feb 23-25, and when Mike responded for me to call IHG with my credit card number in order to secure booking, this meant that he was willing to approve my request.  Otherwise, he would've clearly stated "No."  In fact, I was delighted that he would grant my request as a Spire elite member of the IHG program, and I was very appreciative of the customer service that was offered to me.  That is, until I called IHG and they acted like they had no idea what I was talking about nor how to actually transfer the points. Your email reply stated that there was no availability.  However, at the time of my initial request, and in the initial days thereafter, I was able to see online that there was still availability to book a two-bedroom villa.  I even called the front desk to verify, and the hotel front desk even called IHG on my behalf to confirm that they had the room available.  Room availability was never the issue- it was just a matter of IHG removing 100,000 points from my account and confirming my group in the villa. Therefore, because the communication that was extended to us to book the room was not honored, and because we were left scrambling last-minute to secure alternate reservations at a much more expensive price out-of-pocket, we are asking for a complimentary 2-night stay at a Holiday Inn Club Vacation property in the future, or for the equivalent of 100,000 points for our account, in all fairness.  As a loyal and longtime IHG elite member, I hope you value my business and will grant us this fair resolution so we can resolve this matter.
Sincerely,
[redacted]

Hi [redacted],I have received your recent contact. I apologize you have not been able to speak with anyone as of yet. Due to the nature of your concern it has been forwarded to our Corporate Office. They have attempted to reach you by phone but have been unsuccessful. They were also unable to leave a voice mail. Please call our office at your earliest convenience and we can transfer you to the Corporate Office agents. They are available Monday through Friday, 9 AM to 5 PM, Mountain Standard Time.  In the event they are unavailable, please leave a message with your number and time when they may reach you.Our contact information is located at the end of this email. Please provide reference #[redacted] when speaking with an agent for assistance. I thank you for contacting us. Your patronage is valued. Kind regards, Brenda J[redacted]       IHG Case Manager Executive OfficeReference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT  84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Complaint: [redacted]
I am rejecting this response because:That is fine but they need to mention their policy before you check in. I could have been in the bathtub with my headphones on when the housekeeper came into the room. I am very outraged with this policy and I will never stay in another igh hotel again regardless if it's corporate owned or individually owned thank you for your time and help.
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]

Dear Mr. [redacted],I have received your notification via Revdex.com. I have also located your previous contacts to IHG Rewards Club. I appreciate the opportunity to further address your concern. I am sorry for the misunderstanding regarding the "Accelerate 2016" promotion. We run the...

different promotions we have so our members have a fun way of experiencing our many hotels and earn points for the knowledge they gain. As you can understand this cannot be done by simply booking rooms with no intention of ever being there. Our Terms and Conditions have recently been updated and the information regarding the earning of points is now under #14 about half way down the paragraph. It states among other things, "You must have stayed in the room and paid for it in full to receive IHG® Rewards Club points". Once again, I do regret your dissatisfaction. However, in order to remain fair to all of our members we must adhere to all the Terms & Conditions of the program. Your comments are documented with reference #[redacted].Thank you for contacting me and allowing me to explain our stance. Your patronage and IHG Rewards Platinum Elite Membership is valued and I wish you well with our future promotions.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMER[redacted]Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting IHG regarding our Rewards program. I am sorry to hear you are not satisfied with how our program works. I appreciate the opportunity to assist.I have reviewed the situation again. I feel that your concerns regarding the rollover nights were fully addressed in my prior email to you. In regards to the promotion registration, might I suggest that maybe another family member signed up in November, as your account was clearly registered in January. I understand that this is not the response you were hoping for. However, based on the above we are unable to meet with your request for reimbursement. I hope you will read through the website for IHG Rewards and discover how great this free program is when used properly. You 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 member. We 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: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mr. [redacted],I sincerely regret your continued dissatisfaction. This is never our intent. I am sorry you did not receive the information sent to your email address that was listed in your account.As previously advised, the policy regarding points expiration changed 2 years ago. We as a company...

have made every effort to inform our members via website posting and numerous personal emails and the expiration date posted on each individual account. Expired points cannot be reinstated. We do value your patronage, however, to be fair to all of our members we must adhere to the terms and conditions of the program. Please keep in mind the IHG Rewards Club Terms and Conditions states that the benefits are at our sole discretion and may be added or deleted at any time depending on business needs. It is the member’s responsibility to stay familiar with their account details and ensure you are staying current and to keep their contact information updated. Again, thank you for your time.  I trust that you have experienced this higher level of service at our hotels, IHG Rewards Club program and with our office in the past and know that we do care about you as our guest. Your business and IHG Rewards Club membership is valued and we look forward to making your future stays with IHG the best ever.Kind regards,Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Ms. [redacted],Thank you for contacting us. I apologize for any inconvenience this situation has caused you. I appreciate the opportunity to assist. I have located an active IHG Rewards Club account for you with account #[redacted] with a point balance of 4,794. This is the reason you were...

receiving IHG Rewards Club notices. I have removed your email address from the account per your request. You should no longer receive any email notices. I have not closed the account as you still may want to receive the benefits of being a member such as for one, free internet while a guest at our hotels. If there is anything further we can do for you please contact us again. Your comments are documented with reference #[redacted].Kind regards,Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],I have received your additional comments. I would like to extend further apologies for the inconvenience this situation is continuing to cause.In correspondence to your last contact you stated your dissatisfaction with the resolution. I have once again reviewed the situation. Our agents are trained to actively listen to your concerns but in no way did they ever agree, but empathized with your comments. I feel that your concerns were fully addressed in our prior email to you. As there is no error on our part we are unable to issue any compensation.I understand that this is not the response you were hoping for. Your business and IHG Rewards Club Membership is valued and we look forward to making your future stays with IHG the best ever.Kind regards, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi [redacted],I have received your additional guest contact for Mr. [redacted]. Mr. [redacted]'s concerns have been forwarded to our Executive Office. They are conducting a thorough investigation. Mr. [redacted] was contacted by our Executive Office on Sept. 03 advising of this. He was also advised that the investigation could take up to 21 days. This is still an active investigation and Mr. [redacted] will be contacted when it is completed. Regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because:  I have already been in touch with the Best Price Guarantee group and their responses have been inadequate.  They do not address my questions and their policy continues to seem like a scam based on the information I have been able to sort out from their partial answers.  I would like to continue speaking to higher level supervisors until I receive a clear answer on what seems like their deceptive advertising for their best price guarantee program.
Sincerely,
[redacted]

Dear Ms. [redacted],I have received your comments regarding your experience with Club Vacations. I am sorry for your dissatisfaction as you have described.  I have forwarded your comments to the Club Vacations management team for review as we do not have access to their bookings or billing. I have...

asked the hotel to contact you directly via email within 48 hours to discuss your concern. You can also contact them directly at ###-###-#### or ###-###-####Once again, thank you for taking the time to contact us. We value you as our guest and IHG Rewards Platinum Elite Member. I hope you will continue to choose IHG for your future travel needs.Regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],I have received your most recent contact regarding the expiration of points. I appreciate the opportunity to further address your comments.  Following extensive research with members, IHG evolved its award winning programme to focus on building more personalized relationships, delivering the most relevant benefits and choice to global travelers. 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 basis. All points will expire after12 months if there’s no account activity. But it’s easy to maintain your points balance. Just 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 window. Examples 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 partner. Examples 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. In regards to you your claim of a group stay you had in Rome in 2016, as you were advised the group rate does not generate points, it would not have counted toward the points expiration date. It is not the hotels responsibility to review all the nuances of member accounts, including expiration dates. I believe if you specifically ask the hotels for specific account information they have a manager on duty that can access the information.   Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Club membership. We look forward to making your future stays with us the best ever.Kind regards, Brenda J[redacted]       IHG Case Manager Executive OfficeReference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT  84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

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 experienced. I have documented your comments under reference number [redacted].  However, before I can...

continue, I need you to reply to this message and provide us with the following information:-   The name the reservation was under as well as confirmation number.-   Which IHG location you are referencing (city, state and address)-   The dates of your stay and the amount of your nightly room rate.-   What action has the hotel management taken to resolve your concerns? -   Your IHG Rewards Club number (If applicable) Once again, thank you for taking the time to contact us.  I look forward to hearing from you and being of further assistance.   Sincerely,Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mr. [redacted],I have received your most recent contact via Revdex.com. I regret this continues to be an issue for you. I feel our position has been clearly advised in our previous contacts with you. Your statement that we are dishonest is incorrect. We at no time have hidden our policy, it was advised and agreed to online at the time of the points transfer as well as being clearly documented in our Terms and Conditions. We have also offered a resolution to this situation. The accounts can be reopened when the charge back is paid in full as you were previously advised. You must contact the IHG Rewards Club Service center for further handling of this situation. Your comments are documented with reference #[redacted].Unfortunately, my office is unable to assist further. We hope to welcome you back as our guest and IHG Rewards Platinum Elite member.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

Hi [redacted],I have received your notification regarding Ms. [redacted]'s concerns. I have documented them in my office with reference #[redacted]. I have also forwarded them to the Club Vacations management team as they are in the best position to assist. I requested they contact Ms. [redacted] within 48...

hours.  Regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for taking the time to contact us. I would like to take this opportunity to explain the change we made to our program in April 2015. Starting at the end of 2014 we announced the new structure to our point expiration policy so that now all points will expire after 12...

months of inactivity.  IHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,800 IHG hotels or by redeeming points at least once every 12 months. (Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 12 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 14 April 2015 - every member has 12 months from announcement to earn or redeem points to extend your point balance. We made every effort to inform our members. First emails starting in 2015 announcing the policy change and then 90, 60 & 30 days prior to expiration.  The first expiration didn't occur until May 2016. From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accounts. We 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 and ensuring your contact information is correct." I sincerely hope this has assisted in clarifying your inquiry. Your comments are documented with reference #[redacted].  Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Club membership is valued.  I wish you a good day!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