InterContinental Hotels Group

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]

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

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]

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 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]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Thank you for bringing this matter to our attention. We apologize for any inconvenience or frustration Mr. ** has experienced. Our research shows Mr. **'s reservation was not canceled.  This is why the hotel charged him a no show fee.  We are unable to verify any kind of an error took...

place.  Mr. ** does not have a cancellation number or confirmation of a cancellation.  Therefore, we support the hotel's decision.  We are not in the position to issue Mr. ** a refund.

Dear Mr. [redacted],Thank you for your email regarding your experience with the StayBridge Suites Denver-Stapleton. I apologize for any inconvenience this situation may have caused you. I appreciate the opportunity to assist. I have forwarded your comments to the General Manager and ownership of...

this hotel. We 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 further. They will be contacting you directly via email within 48 hours. If you still require assistance after this time frame, please contact me again. For your records, your comments are documented under reference number [redacted].Once again, thank you for taking the time to contact our office. I appreciate your patience.Sincerely,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:
If you truly read the notes you would know that I provided correct address at the time of the reservation in May 2015. In August, shortly after my stay in July I moved to California. Your company is ignorant of the fact that people move, and when making reservations far in advance like I did, you need to have policy to accomodate this. I'm offering you last chance to send me the funds that you owe me to my new address before I will file small claims lawsuit in my court.
Sincerely,
[redacted]

Hi **. [redacted],I have responded via your personal email. Brenda

Dear Mr. [redacted],I have received your most recent contact via Revdex.com. Your concerns have been escalated to our Executive Office team. I have documented your additional comments and forwarded them to the Executive Office. I encourage you to continue to work with them. 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 most recent contact via Revdex.com. I have located your previous contacts and have reviewed all the notes with reference #[redacted]. Without exception I can see that Emily and all the others have advised you of the same outcome. She even sent you an email on January 20 advising of this. Yes, you were told that your concerns would be looked into and they have been, extensively. However, the outcome including Emily's is the same. I do regret we are unable to honor your request for a refund, our decision is final. In the future you can always contact our Central Reservation Office for assistance in booking a reservation so that no misunderstanding is made. You can ask any questions you may have and receive an immediate explanation or answer.  Thank you for contacting us. I do appreciate the opportunity to further address your comments. 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 your reservations in Holiday Inn Saint Louis West At Six Flags. I appreciate the opportunity to assist.  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. This has been documented with reference #[redacted]. 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.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. 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 regarding Mr. M[redacted]. I have located his contact to our office previously. I have added his comments to the documentation we and the hotel have been looking into. I was advised today that the hotel did issue a full credit to the guests credit card...

on August 03, 2015. Regards,Brenda J[redacted]Customer CareIHGPhone - [redacted]Fax: [redacted]Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],I have received your additional comments via Revdex.com. I have forwarded your comments to Antone. He will be in contact as soon as a resolution has been reached. Once again, I appreciate you taking the time to share your comments with us. Have a fantastic 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

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. The attachment was earlier documented to the Revdex.com on/about September 6, 2017 with the complaint submission.  The solution at this juncture is simple:  Holiday Inn must re-state my earned Holiday Inn points for use on lodging.   If they choose to not take this action, it leaves me no other choice than a civil action, at which time I will be seeking punitive damages.  It simply isn't right that they be allowed to unilaterally cancel my points that were earned in good faith by using their facilities.   For them to offer the only defense is they notified me, has not validity.   Why would I, if properly notified, not reject their offer.   Thank you.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.
Sincerely,
[redacted]

[redacted]o Revdex.com,I have received your notification regarding Mr. [redacted]'s concern. I have located his previous contacts to our office with reference #[redacted]. I have reopened the case and added his additional comments. I have contacted the hotel and will keep his case open on my desk till the...

hotel responds. I have also responded to the guest directly advising of this. 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:Thank you for your follow up. I have initiated a separate complaint with the Orange Lake Conpany. However, I do not agree that IHG can completely wash their hands of the situation. I would not be in this situation if I had not falsely trusted IHG. The Holiday Inn Club Vacation agent was able to access information about me from my IHG account. This was the only reason I booked the trip. When I questioned the agent about the legitimacy of the offer, he assured me by explaining this was a reward available because I am an IHG member and reviewed my IHG account information with me. How can you give another company my information and let them use your name, and then say sorry I can't help it I have nothing to do with their day to day operations. I wish I had never become an IHG member. I do blame this situation on IHG just as much as Holiday Inn club Vacations.
Sincerely,
[redacted]

Dear M. [redacted],As previously advised, all communication regarding the Best Price Guarantee is done via the website. On the right side of the page under the heading, "Need More Help?" there are several categories to choose from. 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 most recent contact via Revdex.com. I apologize for the time it has taken to resolve your account issues. I appreciate the opportunity to assist. I have located your previous comments. It appears they have finished the investigation and are...

requesting that you call the IHG Rewards Club Service Center for further assistance. When speaking with an agent please provide reference #[redacted].Thank you for contacting us. We do appreciate you patience. Your patronage and IHG Rewards Platinum Elite Membership is valued. Kind regards, Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No. 109562770InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT