InterContinental Hotels Group

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

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]

Hello Mr. **,I have received your comments via Revdex.com. I have located your previous contact to IHG Rewards Club Service Center. I have added your additional comments to reference #[redacted]. Please allow me 48 hours to look into this. 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 contacting the IHG Rewards Club regarding your Rewards Club points redemption.  I appreciate the opportunity to assist.Regrettably, IHG Rewards Club does not handle the points redemption. This is handled by a global distributor Maritz. They do offer a return...

policy for damaged or inoperable items, in which case it would be replaced at no additional cost (terms apply).Per the IHG website in the help/FAQ section < https://www.globalcatalogue.ihg.com>, Q.4  What should I do if I receive a defective or damaged item from you?A4.  in the unlikely event that you receive a damaged or defective item, please contact us as soon as possible, and within 3 business days of receiving the item. Only damaged or defective merchandise may be returned. To contact us about a return:• Select the ‘Contact us’ section of this website• Click ‘For questions about an order you have placed, please click here’. You will be redirected to your order history page.• Open an inquiry by clicking ‘Inquire’ next to the appropriate order. When the inquiry form opens, choose ‘Damaged/Wrong’ as the inquiry type• Enter comments or pertinent information in the ‘Inquiry’ section. Click ‘Submit’You will be contacted by return e-mail with return and replacement instructions.In addition, IHG does not offer a warranty. Q.10  Are my awards under a warranty?A10.  Most products are backed by a manufacturer’s warranty. You are encouraged to contact the manufacturer directly regarding all warranty-related inquiries.If you would like to discuss the matter further with Maritz you may contact them via the website –<https://catalog.ihg.com/79462IHHCLUBIHGREWCB/browse/contactUs.jsp>Than...⇄ you for taking the time to contact us. I regret we are unable to assist further. 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.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. C[redacted], Thank you for your most recent contact. I apologize for your continued dissatisfaction. I do understand your frustration. As I have mentioned in my previous email, the structure of any extended stay property is "the longer you stay, the less you pay". That is what sets them apart from other hotel brands. However, due to your misunderstanding of this as a one-time goodwill gesture I will mail you a check for $[redacted] to the address you have on file. You will receive it under separate cover within the next 10-14 business days. Once again, thank you for contacting us. We do appreciate your IHG Rewards Spire Elite Membership. Have a wonderful day!Kind 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 Rewards Club regarding your account. I appreciate the opportunity to assist. I have located your previous contacts to IHG Rewards Club. I have added your comments to their documentation. I see they have responded to you directly just this morning. As...

IHG Rewards Club Service Center is best placed to address and resolve your concern, I urge you to continue to work with them. Your comments are documented with reference #[redacted].Once again, thank you for taking the time to contact us. Your patronage and and IHG Rewards Spire 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11312250. I have attached the picture of the email that was sent to me.
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for your most recent contact to Guest Relations. I appreciate the opportunity to assist you further and regret this continues to be an inconvenience for you.Our Hospitality Promise states that if any part of your stay isn't satisfactory and the management is not able to...

make it right upon being notified, during your stay, you will not pay for that part of your stay.  While we certainly regret the experience you had, we feel that appropriate compensation has been issued per our Hospitality Promise and are unable to offer any further compensation.I have however contacted the hotel on your behalf and requested that Jennifer, General Manager contact you directly to further discuss your concern. Your comments are documented with reference #[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]       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.  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 the following information as I am unable to locate your reservation with the information provided:-   The name the reservation was under as well as the IHG 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.-   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]       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:  I would prefer to communicate via Revdex.com.The rooms were booked under Cynthia E[redacted]:Booking number: [redacted]Check-in: Friday, July 17, 2015
(from 3:00 PM
Check-out: Sunday, July 19, 2015
(until 11:00 AM)Booked by: Cynthia e[redacted] 2 days prior to arrival I was advised to call Holiday Inn directly to pay for my room which I did and this was the 1st time I had given my cc information to anyone regarding the reservation. The second time was the day we arrived to check in. The charges I occurred were on 1 card (mine) ending in [redacted].
Sincerely,
Kenya J[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. I will update any other reviews or complaints made elsewhere with regard to this matter and we very much appreciate the refund which was confirmed as of today.  Thank you.
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for your most recent contact regarding your stay at Holiday Inn Rapid City-Rushmore Plaza and Sioux Falls-City Centre.  I appreciate the opportunity to further address your concerns. I do apologize for any inconvenience you may have experienced. The hotel in...

question is a franchised property. IHG does not own, operate, or manage the day-to-day operation of these franchised locations. As previously advised, your concerns must be handled by the hotel management. I have located your previous contacts and have forwarded your additional comments to the hotels. Your comments are documented with reference #[redacted].Unfortunately, our office is unable to assist you further. If you wish to further discuss this you may contact Mr. Scott G[redacted] directly, as previously instructed. Your patronage and IHG Rewards Club membership is valued. I wish you a wonderful 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

Dear Mr. [redacted],I have received your most recent contact regarding your account. I do regret this continues to be an inconvenience for you. As I have no way of knowing who said or what was said to you, I humbly apologize for any misinformation or misunderstanding that occurred. Unfortunately, there is no way for me to force the system to accept points that were given as compensation to upgrade your elite status. Only points that have been earned will count towards status upgrades. As previously advised, to prevent situations such as this in the future please review the Terms and Conditions of the program on our Webpage or at this link: http://www.ihg.com/hotels/us/en/global/customer_care/member-tc Once again, I am sorry for the misunderstanding. Your patronage and IHG Rewards Gold Elite member is valued. Have a fantastic 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

Dear Ms. [redacted],I have received 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. I feel that your concerns were fully addressed in my prior email to you. As previously advised, Holiday Inn Express hotels are value minded hotels and do not have a full staff evenings and weekends. Also, it is beyond the hotels control if a guest gets sick at the property, all they can do is clean it up as quickly as possible even if it is 7:00 PM and restrict any effected portion of the hotel. I am sorry if the hotels efforts inconvenienced you. 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. Thank you for taking the time to contact us. Please rest assured that we value you as a customer and look forward to being of service to you in the near future to rectify any negative perception you may have of our hotels.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 contacting IHG regarding your reservations in Holiday Inn London - Kensington Forum.After further 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. Your comments are documented with reference #[redacted].Thank you again for contacting us. We do appreciate your business and IHG Rewards Club membership. I hope to have you as our guest in one of our hotels soon. Sincerely,Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No.InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Please forward my complaint to management in the location of question. I am unable to be contacted to someone of authority.Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Ms. [redacted],I have received your most recent contact via Revdex.com. I truly am sorry this continues to be an inconvenience for you. I assure you that we take your comments and concern seriously and have extensively researched your stated concerns. I have again reviewed your previous contacts and since you have escalated to our Corporate Liason Executive Office, Mr. Ellison will be your point of contact. He has advised you can respond to his email sent on November 17 or the one you will receive later today. Thank you again for your time. 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

Dear Mr. [redacted],I have received your most recent communication via Revdex.com. I sincerely regret this continues to be a bone of contention. 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 all our guests.I have once again reviewed the situation. I feel that your concerns were fully addressed in my prior email to you and do not see any additional extenuating information. The email that you are talking about in no way is agreeing with your request. You were instructed to call the service center to be advised accurately as the hotel does not make these reservations on property and because the availability changes very quickly and could not be advised via email.   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 compensation. Once again, thank you for contacting Guest Relations. Please rest assured that we value you 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 Kristine,I have received your notification of the complaint from Mr. B[redacted]. I have documented the guests concerns with reference #[redacted]. I have also sent the guest an email which is documented in the case. We have asked the hotel to again review the concerns and respond back to the guest and...

directly to my office with resolve. Regards,Brenda J[redacted]Customer CarePhone: [redacted]Fax: [redacted]IHGInterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mr. [redacted],Thank you for contacting IHG regarding your IHG Rewards Club account. I greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced.   The security of our guests and their personal...

information is of the utmost concern to us. We are committed to making every possible effort to provide a secure environment both at our hotels and online. I have located your previous contacts, I see that your request to speak with a supervisor has been forwarded. You can expect a call back with in 24 hours. Your comments are documented with reference #[redacted].  Once again, I would like to thank you for contacting IHG regarding this matter.  I 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