InterContinental Hotels Group

Dear Mrs. [redacted],I have received your comments regarding your recent stay. I would like to apologize for the unsatisfactory room conditions as you have described. I understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.I have...

located your previous contact and have added your comments. I see you have requested to escalate to our Senior Office. At this time I must yield further handling to them. They will be in contact with you shortly. Your comments are documented with reference #[redacted].Thank you for your time. I trust that you have experienced a higher level of service at our hotels and know that we do care about you as our guest and IHG Rewards Club member. Your business is valued and we look forward to making your future stays with IHG the best ever.Sincerely, Brenda J[redacted]Case ManagerIHG Guest Relations PH: ###-###-####Email: [email protected] #[redacted]

Complaint: 12332389
I am rejecting this response because:This problem should never have happened in the first place.  I expect resolution, which is a return to my pre-issue status and points by 25 August 2017.  If this is not complete by that time, I will request legal binding arbitration from the Revdex.com.  My request during the arbitration will be for the return to my pre-issue status and points plus reimbursement of the $75 fee charged to me by the Revdex.com.  
Sincerely,
David Woodward

Complaint: [redacted]
I am rejecting this response because: I emailed the guest relations email address that I was given in the companies previous response; however, I have not received any response from anyone in almost 3 days. I have attached the email that I sent to the company along with the information requested. The original booking for the Holiday Inn Paris Gare Montparnasse was made on Orbitz and the booking numbers were (Itin# [redacted]) and (Itin# [redacted]). I would appreciate it if someone would respond to my email as soon as possible. Thank you!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Unacceptable. IHG is required by law to furnish me with identity theft protection since their system was breached, Just because you say sorry does not excuse you from doing what is right. I am tired of getting the runaround from you, the credit card companies.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not think that this is a fair resolution for someone who stayed at your hotels for over 10 years almost every week. I had to quit travelling because of cancer treatment in 2005. Holiday Inn's policy was that points never expire.
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your most recent contact regarding your experience with the Holiday Inn Club Vacations. I am sorry for any inconvenience you have experienced. It is with regret that I learned of your continued displeasure. Perhaps 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 required. My office is not trained in this nor do we have access to their information. If you would like to discuss this further you must contact them directly. I have previously provided their contact phone numbers. Your comments are documented with reference #[redacted]. Once again, thank you for allowing me to further advise. I regret that I am unable to assist further. Your patronage is valued.Cordially,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:The company failed to substantively respond to the Complaint, and merely directed me to others within their business.  I will proceed accordingly with Revdex.com arbitration or a small claims action.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:IHG refused to forward me or provide any alternative solution for the refund check that is due. I would like Revdex.com to publish this case on your website so other consumers are aware of this practice by IHG.
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for contacting IHG regarding the StayBridge Suites Carlsbad. I appreciate the opportunity to further assist.  I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly via email within 48 hours to discuss your concern. Your comments are documented with reference #[redacted]. Thank you for your patience.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],Thank you for your most recent contact via Revdex.com.  Your 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 situation. In addition to the emails that were sent out the expiration of points was also noted on our website and the date was in your personal account which is shows you were accessing throughout 2016. I 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 program.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 reinstating expired points. Please 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 Relations. Your patronage and IHG Rewards Club membership is valued. 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],I have received your comments regarding your experience with the Holiday Inn Akron West - Fairlawn. I am sorry to hear of the overall dissatisfaction of your stay. I completely understand your disappointment and inconvenience this situation may have caused you.As each property is...

individually owned and operated, IHG does not have access to the hotel's billing information. Unfortunately, we are unable to investigate and resolve this billing concern. We have been advised by Bianca, Manager on Duty at the hotel, they only see one charge of $414.87 processed through their system on 07/10/16 with your MC ending in [redacted]. Therefore, we recommend contacting your bank or credit card company directly for further assistance.I have read through your previous contacts and I see you have accepted a check for $166.00 as compensation for the service quality issues you reported. Your comments are documented with reference #[redacted]. Once again, thank you for taking the time to contact us. We value you as our guest and hope you will continue to choose IHG for your future travel needs.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],Thank you for contacting IHGregarding your IHG Rewards Platinum Elite Member account. I apologize for the length of time it has taken to resolve this concern. I appreciate the opportunity to assist. I have contacted the IHG Rewards Club Service Center on your behalf. I have been...

advised today that all of the missing points have been returned to your account. Your current point balance does now reflect that. This has been documented with reference #[redacted].Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Platinum Elite Membership is valued. If we can be of further assistance please let us know. 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 *. [redacted],I have received your notification via Revdex.com. I 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 issue. They are trained to handle all these...

concerns. Unfortunately, I do not have access to their information and I am not in a position to override their decision. If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #[redacted].I regret I am not able to assist you further. 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],Thank you for taking the time to contact us. I would like to take this opportunity to again 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. Expired points cannot be reinstated. 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." I sincerely hope this has assisted in clarifying your inquiry.   Once again, thank you for taking the time to contact us. I 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.O. Box 30321Salt Lake City, UT 84130

Hi Kristine,I have responded directly to Ms. Kenya J[redacted] requesting additional information as I am not able to locate a reservation in her name. I would also like to further understand the situation to investigate to the best of my ability. I have asked her to respond to me directly as soon as possible with the additional information. Regards,Brenda J[redacted]Customer CareIHGPhone - [redacted]Fax: [redacted]Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting IHG regarding the Holiday Inn Miami Beach - Oceanfront. I appreciate the opportunity to assist.  I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you directly via email within 48 hours to discuss...

your concern and also to report back to my office with their findings. Thank you for your patience.Regards,Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],Thank you for contacting IHG regarding the Holiday Inn Express Quincy I-10. I sincerely apologize for the experience as you have described. I appreciate the opportunity to assist.  I have forwarded your comments to the hotel management team for review. I have asked the hotel to...

contact you directly via email within 48 hours to discuss your concern and also to report back to my office with their findings.Per your request, I have closed the IHG Rewards Club account and removed all of your contact information. Your comments are documented with reference #[redacted].Thank you for your patience.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],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 resorts. IHG yields the day to day operations of Holiday Inn...

Club Vacations to their individual property management team. Our 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 you. For further assistance, please continue to work with the management of the Holiday Inn Club Vacations. I 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 us. I regret that I am unable to assist you further. Your patronage is valued. I 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: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mrs. [redacted],Thank you for contacting IHG regarding the difficulties you experienced in booking your reservation for the Holiday Inn Express Vermillion, SD. I 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 customer service and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. I have forwarded your comments to the management of the hotel's reservation office for review.  In addition, in an effort to retain your patronage, a credit has been issued to your account by the hotel in the amount of $297.00. This credit represents a refund of both reservations booked incorrectly, and should appear on your next one to two billing statements.  If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly.In addition, we have changed both reservations to Rewards Night and have removed 42,688 from your account. 20,000 points for each reservation and 2,688 points that were earned with the paying reservation. Your current point balance is 710.  Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Club member. I hope you will continue to choose IHG for your future travel needs.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],I have received your comments regarding your points transfer to Delta Sky Miles. I do apologize for any misunderstanding regarding the points transfer. I appreciate the opportunity to address your concern. I have reviewed your previous contacts and transactions. I see that you...

requested to have your points transferred to Delta Sky Miles and the handling agent did as you requested. However, when you asked the agent how long the transfer would take and you were advised immediately, that was correct information. I have located the time you called and the time of the points transfer transaction and it was immediately. We cannot be responsible for the time line of Delta Sky Miles to make the points available for use. The agent did as you requested immediately and transferred the points.Thank you for taking the time to contact us. Your patronage and IHG Rewards Spire Elite Membership is valued. 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