InterContinental Hotels Group

Complaint: [redacted]
I am rejecting this response because: To lie and say there was not any late checkouts given is bad business, I witness this right in front of me. Additonally ISI stated they did not offer it and yet offered it to a white family in my presence.No further contact is needed as I furthering the matter in civil court.  Please forward me the registered agent for this establishment. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:If the stay in question is still considered a non-qualifying stay after clearly navigating your own companies' "Terms and conditions" in my previous response, I feel a fair compromise for being misled (the whole reason we booked a second room) would be a full refund for the room rate plus tax for the disqualified room. After all, had I not been misled we would not have reserved this room. After looking through many Revdex.com complaints of your company, a serious rehall of your terms and conditions is needed as many people seem to have been mislead as have I.
Sincerely,
[redacted]

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 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 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. 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

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

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]

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]

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]

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 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

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. Expired points cannot be restored. 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

Dear Mr. [redacted],I have received your most recent contact regarding your reservation with the Holiday Inn Express Deadwood-Gold Dust Casino. I appreciate the opportunity to further address your concern. As previously advised, your reservation had originally been confirmed for an Advance Purchase rate.  Certain restrictions apply to this deeply discounted rate and a deposit for the entire stay is charged to your credit card between the time of booking and your date of arrival.  Acknowledgement of the restrictions is required in order to obtain your confirmation number.  This provides you with the option of agreeing or declining the terms, and gives you a choice to book a different rate type with a different cancellation policy. I have contacted, Amber, General Manager at the hotel 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.Please be advised, this hotel is a franchised location. IHG does not have access to their billing/accounting. We did not charge you nor do we have access to your credit card information. If you would like to discuss this further, please contact the hotel directly.  Once again, thank you for taking the time to contact us.  I regret I am unable to meet your request for credit.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:  I receive an email from IHG this morning that states something completely different. Please review a copy of the email attached. [redacted]@ihg.com1:43 PM (21 hours ago)to meDear Ms. J[redacted],I have some updated information regarding the charges you received from the Holiday Inn Express and Suites Atlanta N - Perimeter Mall Area. I do understand how this has been stressful for you and I really wanted to help to the best of my ability.As I mentioned in my previous contacts with you, I do not have access to the hotels billing. However, I continued to review all the notes and decided to give the hotel another call. I spoke with Michelle again and asked her to look into both reservations that were booked via booking.com. As they were booked with the same credit card ending in [redacted]. It was determined that when you book with a third party (booking.com) they are prepaid reservations. Both yours and Cynthia's reservations were paid by your card [redacted].There was only one charge on your reservation, but there was another charge on Cynthia's. You will need to ask your friend to reimburse you for her hotel stay or ask her to contact the hotel directly at [redacted] and provide her credit card to be charged. She will also need to ask the hotel to issue a refund to your credit card for her room at that time. I am pleased to finally have an answer to what has happened in this situation so that you have options to recoup your money.Thank you for taking the time to contact us. Your patronage is appreciated and I am so happy to have answers for you. Have a fantastic day!Best regards, Case ManagerGuest RelationsIHGReference No. [redacted]United States and CanadaPhone: [redacted]Fax: [redacted]Email: [redacted]@ihg.comwww.ihg.comEur...⇄ Middle East and AfricaPhone: +[redacted] (toll charges apply)Fax: +[redacted] (toll charges apply)Email: [redacted]@ihg.comwww.ihg.comAsia PacificNZ: +[redacted]AU: +[redacted]Intl: +[redacted]Fax: +[redacted]Email:...⇄ Response to this:Please help me understand what you're email is stating: So if I'm reading it correctly, you found the issue. One being you charged my cc for someone else's room without my permission and you want me to contact the said person for them to refund me. Two, CC ending in [redacted] was declined and is not the card in question, we were all notified to contact Holiday Inn to pay for our rooms individually on July 15th,2015. This was the first time I gave my cc info ending in [redacted] to anyone.  CC ending in [redacted] is my cc and it was the card that was charged twice. I didn't give anyone permission to charge both rooms to my cc your company did, so your company needs to FIX it.Why haven't I heard from the owners about this issue. Do I need to get an attorney involved? This company is treating me like I'm a criminal trying to de-fraud you guys when its the other way around.I've already advised them that I prefer to communicate through  Revdex.com but I'm still receiving email to my personal email address.

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]

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],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