InterContinental Hotels Group

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: I am still not satisfied with the outcome of your findings. I did call in within a few hours after the expiration date in an attempt to have the reservation date amended while traveling abroad for a family emergency. I called back and the representative I spoke with was not clear in describing the affects of changing my date and booking a separate reservation with the borrowed points. Between myself and my partner, we have enough points to book the preferred dates where a loan was not needed. The outcome of that phone called resulted in me effectively losing a reservation and going in a negative points balance for one reservation. I am most annoyed with the wasted time and effort to correct this.I have a been a loyal IHG member and paid for the Ambassador membership, in the course of my loyalty, I have never called in to dispute a charge. In the process, I have accumulated a few thousand points and paid to stay at IHG properties around the world. What I am asking, and I believe this is a fair request is to redeem my to redeem original Chase certificate for June 23 at Intercontinental Da Nang on June 23, 2018. I do not want to redeem the 5,000 points offered in lieu of the certificate, which is what I’m being offered. If I can’t use the certificate for that date of travel, my next suggestion was to reinstate the original reservation date and I will work it out with the hotel directly. If this can’t be done, I will want to terminate my relationship with IHG. I will redeem the remaining points, and take my business elsewhere. I can’t have a hotel loyalty program who wants my business and money for Ambassador status, but does not in good faith try to help out its loyal customers. I also want to stop other people from falling into this trap, so I will contact the necessary consumer action groups. Sincerely, [redacted]
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG. I do sincerely regret the situation as you have described and any inconvenience caused. I have located your previous contact to IHG Rewards Club Service Center. As you have requested to have your concern escalated, it has been forwarded. Please...

expect a contact from them within the next 3 to 5 business days. Your comments are documented with reference #[redacted]. Once again, thank you for taking the time to contact us. We value your patronage. 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 Ms. [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 their 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. It was also announced on our website and posted in the individual accounts. 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." 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: 801-975-1846 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 was not resolved to my satisfaction.
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your most recent contacting IHG regarding the misunderstanding of the Ambassador membership enrollment. I appreciate the opportunity to assist. It appears you signed up for the Ambassador membership via the internet yourself. However, as a onetime goodwill...

gesture the Ambassador Service Center has agreed to cancel the membership and refund the $200.00 fee. As you have already filed a dispute with your bank we do require a letter from the bank directly advising the status of this dispute. Once that is received we can move forward with the membership cancellation. Please be sure to have reference #[redacted] attached to all correspondence regarding this concern. Once again, thank you for taking the time to contact us. Your patronage is valued. We look forward to hearing back from you and being of further assistance. 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 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. 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." or by just logging into to your online account occasionally. 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]       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

Complaint: [redacted]
I am rejecting this response because:This is who I wanted to contact from the get go. I do not appreciate Liza F[redacted] harassing me after I told her multiple times that she is not understanding the severity of the situation and is not fulfilling my wish in speaking to someone at a higher level. She keeps contacting me without knowledge of company policy and questions me when policy is read directly from the website. Her behavior and lack of knowledge is unacceptable to handle a situation like this. I will be satisfied when I get and apology and explanation from someone other than Liza as to why my personal information has been disclosed to someone else just because they have the same name. I also want to be compensated for my time, two day complimentary stay at hotel of my choice (that is not IHG affiliated because IHG does not abide by privacy laws and we will never use this company again),and identity monitoring for a year. I also want whatever accounts they recently opened without my consent to also be destroyed. Liza claimed we had an account with our current address when we recently just moved to our current address. Liza assumed making an account stating it was previously existing would resolve the situation.
Sincerely,
[redacted]

Dear Ms. [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. 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: 801-975-1846 Email - [email protected] No. [redacted]

Revdex.com:  AMEX responded immediately to my Revdex.com complaint and resolved the outstanding credit within 72 hours. The money was put onto my AMEX card this morning and all is fine. 
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: They have made no attempt to send me any email regarding expiration of points, irregardless of what they say...I keep all my emails and I have checked it thoroughly over the last two years.  Add to that the fact they use a catch all saying that even if I received no notice from them, their policy has been posted on there website.  After reviewing many numbers of complaints on their website, the fact that numerous dissatisfied customers have the identical complaint should be proof that in many cases, email notice of points expiring has not been the case in an overwhelming number of occurrences.  This is a falsehood as can be easily seen by the complaints on their website from numerous customers with identical complaints.  I also noticed many responses from IHG on some of the complaints stated they would like to discuss this privately on a separate email.  Note: Most are high volume travelers that still used their services regularly.  They appear to be biased toward seniors that are no longer frequent travelers.I will see an attorney to discuss what actions I have available to me.  
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting us regarding your reservation with Holiday Inn Express Harrisonburg.  I appreciate the opportunity to address your concerns. After reviewing your reservation, I found it was originally confirmed online at a discounted rate with cancellation restrictions. Agreement of the restrictions is required in order to obtain your confirmation number. We have contacted the hotel management regarding the charge you received and have asked if they would be willing to issue a goodwill credit to your account. They are unable to do so due to the terms originally agreed to on your reservation.These restrictions allow us to offer discounted rates that would otherwise be unavailable. If rooms are available for your travel date, we will always offer the option of booking either restrictive (with cancellation/prepayment requirements) or non-restrictive (can be changed and cancelled without penalty) rates.  This will allow you more flexibility in making your specific travel arrangements.  For example: if you are certain about your travel plans, the restricted rate will be a consideration, whereas if your travel plans are less definite the unrestricted rate may better meet your needs. 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]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],This issue has been resolved with the guest. He has been in contact with us directly. The guest is satisfied and I have closed the case. 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 recent contact to IHG via Revdex.com regarding your reservation at the Holiday Inn Express Deadwood-Gold Dust Casino.  I appreciate the opportunity to further assist.After 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 cancel. These terms were agreed to online before the system would give a confirmation number. We fully support the restrictions of this rate and are unable to process a refund.For future reference, we offer this rate to people who would like a discount and are sure of their plans. There are other options when booking online that are more flexible and allow you to cancel.However, I have contacted the hotel on your behalf. I spoke with the Amber, General Manager she advised your reservation is still active. She has also agreed to allow you to change the dates on the reservation to a more convenient time or add a different name to the reservation should you have acquaintances who could use it in your absence. Please be advised, should the rate be higher on the date you chose, you will be responsible for the difference in rates. Should the rate be lower, there will be no refund. Please contact the hotel directly to change the date on your reservation.Thank you again for contacting us. We do appreciate your business and IHG Rewards Club membership.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 confirmation numbers the reservations were under.-   Which IHG location you are referencing (city, state and address)-   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],Thank you for contacting IHG regarding our Rewards program. I am sorry to hear you are not satisfied with how our program works. Perhaps I can shed some light on this for you. Points are awarded to you based on the rate you pay the hotel. When you book through a 3rd party site,...

you are paying the 3rd party and not the hotel. You must book directly with IHG to get your points. Also when you book with us, you can enjoy early check in, late check out and free room upgrades when they are available. You can use your points for hotel stays, merchandise or gift cards. However, if you do still decide to book on a 3rd party site, you can still attach your IHG Rewards number to your reservation to get the free wifi that comes with membership at all of our hotels. You can find all of our terms and conditions for our program outlined here: http://bit.ly/1fC0h3aRegarding the emails you are receiving, I have removed your email address from your IHG Rewards Club account. As mailings to you may already be in process, please allow up to 5 to 7 business days. Your IHG Rewards Club account is still open should you decide to give us another try and start earning points and enjoy the many other benefits. I hope you will read through the website for IHG Rewards and discover how great this free program is when used properly. We are always here to help or answer any questions you may have. Thank you for taking the time to contact us. I do appreciate the opportunity to assist. Your patronage and IHG Rewards Club 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

Dear Mr. [redacted],Thank you for your most recent contact. I am happy to hear your issue has been resolved. Your patronage and IHG Rewards Spire Elite Membership is valued. Have a wonderful day!Kind regards, Brenda J[redacted]IHG® Customer CareExecutive OfficePhone - 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 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 via posting it on our website and emails. 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. 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 [redacted],I have received your notification of [redacted] concerns. I have documented these concerns with reference #[redacted]. I have forwarded the guests comments to the hotel management to review with the staff to ensure this does not happen again. I have also reached out to the guest...

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

Dear Ms. [redacted],I have received your most recent contact via Revdex.com. I appreciate the opportunity to further address your inquiry. You stated you didn’t find where it says it is non-refundable. I have gone thru each step of the booking process, and I am using a random date because the prepaid rates are usually only available a week ahead of time. I will point out where and what it says below:First you choose your location. Then you choose your room type. Usually the first type of reservation is the Book Early and Save or the IHG Reward Club Advanced purchase. Book Early & Save - Advance PurchaseNon-Refundable RateDeposit requiredBreakfast includedMust book 3 days in advanceOnly 5 days left to book!Average Nightly RateView Rate DetailsThen your next step is to choose book this roomOn the left-hand side, it states the hotel location details.Average Nightly Rate:   88.98   USD Rate Type: YOUR RATE by IHG® Rewards Club Advance Purchase   Deposit Required:A deposit for the entire stay is due at time of booking.Estimated Total Price ‡ 604.59 USD View Rate Description and Rate RulesCancel PolicyCanceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.Also, under View Rate Description and Rate Rules:Rate Description and Rate RulesRate Type:  YOUR RATE by IHG® Rewards Club Advance PurchaseRate Description:  Additional savings for IHG® Rewards Club members.Rate Rules:  ADVANCE PURCHASE REQUIRED Must purchase at least 3 days in advance.Deposit Required:  A deposit for the entire stay is due at time of booking.Cancellation Policy:  Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.Average Nightly Rate 88.98 USD   per room, per nightRate Information Per Night for 1 roomsTerms and ConditionsI certify that:I have read and accept the Terms of use.I have read and understand the rate description and rate rules for my reservation.You must click I certify that you have read the terms and conditions, before you get a confirmation number. I hope this helps to answer your questions. As you can see we have it mentioned several times in several different places. To inconvenience our guest is never our intention, but rather to offer deals to our guests that are sure of their plans. We do offer a number of other rates that are flexible and allow changes and cancellation without penalty. Also, please note, I opened up the link you provided and it does state in bold letters - "Cancellation Policy  Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply." Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Club membership is valued. We hope to have you as our guest again soon. Have a fabulous 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