InterContinental Hotels Group

Dear Mr***,I have received your most recent contact regarding your accountI do regret this continues to be an inconvenience for youAs I have no way of knowing who said or what was said to you, I humbly apologize for any misinformation or misunderstanding that occurredUnfortunately, there is no way for me to force the system to accept points that were given as compensation to upgrade your elite statusOnly points that have been earned will count towards status upgradesAs 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/membOnce again, I am sorry for the misunderstandingYour patronage and IHG Rewards Gold Elite member is valuedHave a fantastic day!Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG Rewards ClubI appreciate the opportunity to further address your councernWe changed our point expiration policy on April, 2015, so that now all points will expire after months of inactivityMembers were notified via email months in advance of the initiation of the changeEmails were also sent out 30, & days prior to their expirationI am sorry that your points expired and that we are not in a position to restore them to your accountPlease double check your email address you have listed in your account profile so to be sure you are receiving all the relevant information regarding your accountIHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,IHG hotels or by redeeming points at least once every months(Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 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.)To keep points active, you must earn or redeem within each month periodOther avenues include; IHG® Rewards Club Credit CardEnjoy Digital RewardsRedeem Points for a Gift CardDonate PointsHost a Meeting or EventTransfer Points to Another MemberPurchase PointsBook with our PartnersRedeem Points for MilesEnjoy Online ShoppingBook & Stay at a HotelRedeem Points for a StayOnce again, thank you for taking the time to contact usI 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.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: I've contacted the owners of that property and they have opened an investigation into what happened there I called earlier and spoke with a manager who put me in touch with the owners of that property They agreed with me that this was unacceptable and they would compensate me generously for my waisted time As for IHG Guest Relations, I have taken to social media and sent a very detailed account of this incident and your refusal to satisfy a LOYAL PLATINUM ELITE member, Mr [redacted] It's because of your poor customer service that ultimately certified my decision not to deal with IHG in the future Thank you, but no thank you! Sincerely, [redacted]

Dear Mr [redacted] ,Thank you for contacting IHG regarding the Holiday Inn Miami Beach - OceanfrontI appreciate the opportunity to assist I have forwarded your comments to the hotel management team for reviewI have asked the hotel to contact you directly via email within hours to discuss your concern and also to report back to my office with their findingsThank 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.OBox 30321Salt Lake City, UT

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] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable Sincerely, John C [redacted]

Dear Ms***,I have received your most recent contact via Revdex.comI truly am sorry this continues to be an inconvenience for youI assure you that we take your comments and concern seriously and have extensively researched your stated concernsI have again reviewed your previous contacts and since you have escalated to our Corporate Liason Executive Office, MrEllison will be your point of contactHe has advised you can respond to his email sent on November or the one you will receive later todayThank you again for your timeHave a fabulous day!Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: I don't plan on continuing with this complaint, a waist of time I only regret that I should have used another hotel chain over the years, such as, Marriott Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sent requested info Sincerely, [redacted]

Revdex.com: AMEX responded immediately to my Revdex.com complaint and resolved the outstanding credit within hoursThe 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]

Dear Ms [redacted] ,Thank you for contacting IHG regarding the Holiday Inn NashuaI appreciate the opportunity to assist I have forwarded your comments to the hotel management team for reviewI have asked the hotel to contact you directly via email within hours to discuss your concern and also to report back to my office with their findingsYour 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.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,Thank you for taking the time to contact usI would like to take this opportunity to again explain the change we made to our program in April Starting at the end of we announced the new structure to our point expiration policy so that now all points will expire after months of inactivity IHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,IHG hotels or by redeeming points at least once every months(Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 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 April - every member has months from announcement to earn or redeem points to extend your point balanceWe made every effort to inform our membersFirst emails starting in announcing the policy change and then 90, & days prior to expiration The first expiration didn't occur until May From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accountsExpired points cannot be reinstatedWe 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 usI 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.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,Thank you for contacting our office regarding your experience with the Holiday Inn Express Cartagena Bocagrande I apologize for any inconvenience this situation may have caused youFor your records, your concerns have been documented under our reference number [redacted] I located your previous contactsAs you have requested to escalate you concern to our Senior Case Manager office I have forwarded your email and information to them for reviewThey will be in touch with you shortly We greatly appreciate your time and patienceYour patronage and IHG Rewards Club membership is valuedKind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,I have received your comments regarding your points transfer to Delta Sky MilesI do apologize for any misunderstanding regarding the points transferI appreciate the opportunity to address your concernI have reviewed your previous contacts and transactionsI see that you requested to have your points transferred to Delta Sky Miles and the handling agent did as you requestedHowever, when you asked the agent how long the transfer would take and you were advised immediately, that was correct informationI have located the time you called and the time of the points transfer transaction and it was immediatelyWe cannot be responsible for the time line of Delta Sky Miles to make the points available for useThe agent did as you requested immediately and transferred the points.Thank you for taking the time to contact usYour patronage and IHG Rewards Spire Elite Membership is valuedKind regards, Brenda J [redacted] IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,I have received your notification via Revdex.comI 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 issuesThey 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 decisionIf 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-rateYo...⇄ comments are documented with reference # [redacted] .I regret I am not able to assist you furtherKind regards, Brenda J [redacted] IHG® Customer CareExecutive OfficePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,Thank you for your email regarding your experience with the StayBridge Suites Denver-StapletonI apologize for any inconvenience this situation may have caused youI appreciate the opportunity to assistI have forwarded your comments to the General Manager and ownership of this hotelWe are committed to guest satisfaction and appreciate the opportunity to address your concerns.As our hotels are in the best position to assist, I have requested they contact you directly to discuss the situation furtherThey will be contacting you directly via email within hoursIf you still require assistance after this time frame, please contact me againFor your records, your comments are documented under reference number [redacted] .Once again, thank you for taking the time to contact our officeI appreciate your patience.Sincerely,Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for your most recent contact to IHGI do apologize for the misunderstanding regarding targeted promotionsI appreciate the opportunity to assist.As previously advised, targeted members received an email invitation with a promo codeHad you been targeted for this promotion you would have received the code in an emailThis would have enabled the computer-generated promotion to automatically deposit qualifying points.As you stated in your 11/23/communication, that it is kind of a game to you to take offers as bonus for personal and business trips; I hope this clarifies it for youWe announce many of our promotions to let people know what can be offered, but does not automatically mean they are eligible right nowBut rather something to work towardsI am sorry for the misunderstanding, it is never our intention to mislead or disappoint our valued members such as yourselfBut rather to advertise our many layers of options to work towards Regarding your request for Corporate details in Australia, our office in Australia is a satellite booking officeAs previously advised, our Corporate office is in Salt Lake City, Utah USA, whose contact details have already been provided to youOnce again, we appreciate you taking the time to share your comments with usYour patronage and IHG Rewards Gold Elite membership is valued I know you have had many positive encounters with IHG Rewards Club and our hotels, 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-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHGI do sincerely regret the situation as you have described and any inconvenience causedI have located your previous contact to IHG Rewards Club Service CenterAs you have requested to have your concern escalated, it has been forwardedPlease expect a contact from them within the next to business daysYour comments are documented with reference # [redacted] Once again, thank you for taking the time to contact usWe value your patronageKind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: It does nothing in regards to IHG honoring its promises made in Rewards Club benefitsThis is BLATANT bait & switch tacticsIHG says that if I'm loyal to their offerings, remain in their rewards clubCertain perks are attached IHG has never provided these perks and always has some excuse to why it cannot do what it claims to do for its loyal membersMy resolution: Upgrade my stay at the current property or move me to another Candlewood or Staybridge that can accommodate the promises madeNeither Hilton nor Marriott does such inhospitable treatment of its guest, much less to its loyal club members Sincerely, Joseph [redacted]

Complaint: [redacted] I am rejecting this response because:Hello Revdex.com, The answer to your question is, no, I do not believe that this issue has been resolved Since the IHG Cancellation Policy reads “ cancelling reservation ( before a specified date & time ) will result in no charge” and I was charged $70.00, clearly, their policy statement is false I would expect that the Revdex.com should use its influence on IHG to edit or delete this statement from their cancellation policy in these cases so that IHG Corporation stops stealing folk's money through IHG’s deceptive practices Sincerely, [redacted]