InterContinental Hotels Group

Dear Mr. [redacted],I have received your response via Revdex.com. I appreciate the opportunity to further address your concern. Regarding the reservations that you had for your family member the same night you stayed at another hotel, you did earn points for both reservations. You only get credit for your stay in regards to the promotion. There is nothing more we can do.  I regret that you remain dissatisfied. In order to remain fair to all of our members we must adhere to the same terms to all. The IHG Rewards Club members are our most valued customers and we appreciate your loyalty to our hotels as well as your honest feedback. Your comments have been recorded and we have shared them with the management staff of IHG Rewards Club, which will in turn pass them on to our corporate executives that make decisions pertaining to future enhancements of our program.We look forward to serving you again in the future. I hope that you will continue to use IHG as your preferred lodging of choice.Kind regards, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],Thank you for contacting IHG regarding the Holiday Inn Nashua. 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. Your comments are documented with reference #[redacted].Thank you for your patience.Kind 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:The matter remains unresolved.  I do see the points , and appreciate that being taken care of. Perhaps the department currently working on this can forward this to the rewards club as well to make sure they follow up?I did send them the forwarded email, but since I have contacted them so many times about this before and never gotten a reply, I don't have a lot of faith that they're going to respond this time either.This was not an email that went out to everyone, because we know at least 3  other club members that didn't get it. The offer lifted the yearly limit and increased it, so when I click the link to purchase points it just kept telling me I had reached my limit for the year.When I contacted points.com they said I had to go to the Rewards Club. The Rewards Club did nothing about it.
Thank you for your time on this, please let me know if you can forward this to the rewards club to make sure the follow up, or if I should open a new complaint specifically with them, or the best way to handle that part of this.
Sincerely,
[redacted]

Dear Ms. [redacted],I have received your notification via Revdex.com. I apologize that you remain dissatisfied. I have reviewed the multiple contacts we have had regarding your concern. As you have been advised on several occasions per the Terms and Conditions we are not able to...

honor your request for multiple rooms. Any additional concerns you may have must be submitted via email with the Best Price Guarantee http://bit.ly/1OnLkpw. I am not in a position to override their decision as they are the experts on the rules of the guarantee. I know this is not the answer you were hoping for, I do apologize for that. I am pleased you did get the one room validated. To be fair to all our guests we must adhere to the Terms and Conditions of the program you can view here http://bit.ly/1FUJ06D. It states several times "room" never rooms, also "Guests are only able to claim one (1) free night per stay at an IHG hotel globally, regardless of location.”I hope this clears up your continued dissatisfaction. We do value your patronage and IHG Rewards Club membership. I hope you do enjoy your stay. Have a fantastic day!Kind regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],I have received your contact via Revdex.com regarding your IHG Rewards Club account. I do regret the inconvenience and confusion of the situation. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we...

expect to provide.I have forwarded your concerns to our Senior Office for review of the situation. I have asked that they contact you to discuss and resolve your concerns. Your concerns have been documented with reference #[redacted].Thank you again for taking the time to contact us. We do value your patronage and IHG Rewards Club Membership. 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 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 issues. 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]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 **. [redacted],Thank you for your most recent contact to Guest Relations regarding the Holiday Inn Paris - Gare Montparnasse. I appreciate the opportunity to assist you. Regrettably, I do not have access to your reservation details, they are maintained by the third party Expedia. I would like...

to address your concerns with the utmost respect. In order for me to move forward, I request you provide my office with a copy of the folio of your stay. Please forward to [email protected] also be sure you have reference #[redacted] attached to it.  Once again, I appreciate your taking the time to contact us. I look forward to receiving your information and being of further assistance. Kind 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 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 their email address on file in their account. 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." 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 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],I have received your most recent contact. It is with regret that I learned of your continued displeasure. I appreciate the opportunity to further address your concerns.While I certainly do not intend to minimize your displeasure, to be fair to all of our members our position has not changed; expired points cannot be reinstated. To avoid issues with our IHG Rewards Club membership I suggest you familiarize yourself with the programs Terms and Conditions which can be found on our webpage and at this link: http://www.ihg.com/hotels/us/en/global/customer_care/member-tc Once again, thank you for allowing me to further advise. I regret that I am unable to assist further. Your patronage and IHG Rewards Club membership is valued.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],I have received your comments regarding the StayBridge Suites New Orleans French QTR/DWTN.  I appreciate the opportunity to further address your concerns.I have located your previous contacts to Guest Relations. I am happy to see you have come to an acceptable resolution with our...

Senior Case Manager Mary. I have forwarded your additional comments to the hotel and documented them in the case #[redacted].Once again, we appreciate you taking the time to share your comments with us.  We 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[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 am aware of what it states, as I reviewed it numerous times. Your companies wording on this cancellation policy is what is wrong, because I never paid a deposit. I paid for the room in full. I was never told what my deposit would be should there have been one. And the following day the $313.33 was debited from my credit card. Since I don't see there was ever deposit taken out and instead was a full amount taken, that makes your cancellation policy null and void in my situation. I am also doing everything through your companies mobile site which seems to be different than what you described to me. Which is also very misleading and may be lacking on some vital information. Which also-does not state that the. Poking is nonrefundable. Only the deposit +taxes is nonrefundable. I also believe the time frames in which you said advance booking was available is not accurate to this issue.
Sincerely,
[redacted]

Hello [redacted],I have received your notification for Ms. [redacted]. I have documented her concerns with reference #[redacted]. I have also reached out to her privately with an acceptable resolution. Have a nice day!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 contacting IHG Rewards Club. I appreciate the opportunity to assist you.The IHG Rewards Club members are our most valued customers and we appreciate your loyalty to our hotels as well as your honest feedback. Your comments have been recorded and I have shared them with...

the management staff of IHG Rewards Club, which will in turn pass them on to our corporate executives that make decisions pertaining to future enhancements of our program. Your comments are documented with reference #[redacted].We look forward to serving you again in the future and hope that you will continue to use IHG as your preferred lodging of choice. Your patronage and IHG Rewards Platinum Elite membership is valued. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center.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:  The hotel is practicing fraud.  Holiday Inn is very well aware of what they are doing.  If they are not trying to hide the parking fees then why don't they CLEARLY put this in the BOOKING ROOM part?  When you go to book your room it provides the nightly rate and states that once booked your reservation is not refundable.  If a person scrolls all the way down to the bottom of the page on the main page then they can find in MUCH SMALLER print the parking fees hidden in a place WHERE NO ONE IS GOING TO THINK TO LOOK!  We EXPECT THOSE FEES TO BE IN THE SAME SIZE LETTERS AND NUMBERS AS THE HOTEL FEE WHEN WE BOOK THE ROOM.  Now since the person who responded to my complaint is making insinuations.  I NEVER SAID I BOOKED MY ROOM OVER THE PHONE!  I said I spoke to someone at the hotel PRIOR to my booking online to ask questions and to confirm that the nightly rate was correct.  They said yes, it was!  Not until after that I arrived at the hotel and that is when they dropped the $36.00 a night BOMB on us for parking!  I am not asking for a settlement I want my entire $180.00 back that I paid for from this HDDEN FEE parking.  If IHG and Holiday Inn want us to believe they are not trying to make us MISS the parking fees then put the fees in BIG BOLD letters like you do the room rate and everything else you put in there to CATCH OUR EYE!  Look!  I don't know who you are but do you think we are all 10 year olds that cannot see through your marketing tricks and your duplicitous, surreptitious tactics?  We all know the corporate way and the corporate way is to devise ways to swindle the customer and to make the theft appear legitimate by hiding it behind the phrase "Company Policy" or by hiding it in small print in a place buried under a sea of website verbosity where no one would never think to even look.  Now I know this tactic and WILL BE SURE on all my future bookings with any and all hotels to get out my binoculars and search through the sea of verbage to find the hidden easter eggs they hide in their websites.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This rogue company is unbelievable!!  "Your business and IHG Rewards Platinum Elite membership is valued and we hope your future travel plans continue to include IHG."LOL!! [redacted]

Complaint: [redacted]
I am rejecting this response because:Section 13 was not quotes in the advertisement.Most hotels will honor the lowest rate available.A third party book would mean that you would not accept booking from travel agency.Third party booking also includes internet booking on our website.  It is booked through an internet site and not directly with the hotel.I am appealing the decision of IHG and if person responding is unable to adjust, to escalate further.I see that I escalated to the Corporate Headquarters but received a response from Customer Service who I've had difficulties with resulting in the Revdex.com filing.
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for contacting IHG regarding your experience with the Holiday Inn Express North East. I greatly appreciate you taking the time to bring this matter to our attention.  I am sorry to hear you felt uncomfortable at the hotel. I am sorry for any inconvenience you may have...

experienced.  Please allow me to offer my assurances that I have documented your comments for the appropriate parties and I have made the hotel management team aware of your concerns. I am confident they will take the necessary steps to improve the service they provide to our guests.  In addition, your comments will remain on file at the IHG corporate office for use in periodic evaluations of the hotel.Please keep in mind, vacuuming at the hotel is not in violation of service quality. If it had been done after 10:00 pm then I could understand an issue. Also, Holiday Inn Express hotels are value minded hotels which do not provide full service amenities such as Restaurants, Room Service, Bar's or full staff 24 hours. Evenings and weekends are limited staff. Due to this we are unable to meet with your request for a refund.If full services are what are important to you, we do have several other hotel brands such as Crowne Plaza, Holiday Inn or InterContinental Hotels. I am sorry the Holiday Inn Express was not a good fit for you. Please try one of the other hotel brands in the future. This has been documented with reference #[redacted].Once again, thank you for taking the time to contact us.  We value you as our guest. I 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

Dear Mr. [redacted],I have received your comments. I have also located your previous contacts. As your concern is being handled by our Senior Case Managers office I have forwarded your additional concerns to them. The will be in contact with you soon. 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 contacting IHG regarding your Credit Card upgrade. I appreciate the opportunity to address your concern further.I am sorry this continues to be a bone of contention for you. I have located your previous contacts to IHG Rewards Club and see that your concern has been...

investigated and you have been advised accordingly. I do apologize for the misunderstanding of the terms. Please understand that every promotion or offer we have is not necessarily targeted to you. It is your responsibility to decide if it is something you can benefit from. I did notice that in the link you sent under the *Offer Details on the first page it does state, in part, in the first sentence in bold letters, "This product is not available to either (i) current cardmembers, or (ii) previous cardmembers of this credit card". I do apologize for any misunderstanding. The IHG Rewards Club members are our most valued customers and we appreciate your loyalty to our hotels as well as your honest feedback. Your comments have been recorded and I have shared them with the appropriate parties of IHG Rewards Club, which will in turn pass them on to our corporate executives that make decisions pertaining to future enhancements of our program. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Platinum Elite membership is valued. 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 have received your most recent contact to our office regarding the StayBridge Suites Salt Lake-West Valley City.  I appreciate you allowing me the opportunity to address your concerns.Further to your correspondence, your comments have been forwarded to the management and ownership of the aforementioned property. I have contacted the hotel on your behalf and have been advised there were no late check outs given to anyone as you have claimed. They did move your room and discounted your rate by $100.00 when you advised of your displeasure of the first room. You then were satisfied by extending your stay to include another night. They also advised the reason you were asked to leave was because of the disrespectful actions to the staff which they do have on tape. While I certainly do not intend to minimize your experience, the hotel management is maintaining their decision to refuse service. Should you have any further questions regarding their decision, please contact Gigi, General Manager at the hotel directly.Once again, we appreciate you taking the time to share your comments with us.  I regret we are 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