InterContinental Hotels Group

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

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 Ms. [redacted],Thank you for your most recent contact with Guest Relations regarding your experience with the InterContinental Buckhead Atlanta. Please accept my sincerest apology. We initially underestimated the impact the situation had on you. In correspondence to your last email you stated your dissatisfaction with the resolution.  I have further reviewed your case, and in a effort to retain your patronage have requested an additional $104.70 check be sent to you. This represents one nights room charge. You will receive it under separate cover within the next 10-14 business days.Again, thank you for your time.  I trust that you have experienced this higher level of service at our hotels and with our office in the past.  Your business and IHG Rewards Club membership is valued and we look forward to making your future stays with IHG the best ever.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 response submitted by IHG Hotels was a form letter and did not even personally address my situation.  Bottom line is this:  I used to be a very frequent customer.  With a change in both jobs and my personal situation (no longer traveled frequently), I have been an infrequent hotel user for a couple of years.  That is about to change, and IHG Hotels has clearly now stated that "the little people" do not matter.  They failed to provide any notification of this change to me.  Had they done so, I would have complied.  If I had not, the loss of points would have been on me.  Even their manager who looked at my specific situation told me that she felt the points should be reinstated, but "the corporate office" would not allow her to do so.  That was the reason for my initial complaint.  Taking away the ability for management staff to act in accordance with what is right and always viewing things very black and white is not ever a good policy for any sort of business.  There are always exceptions.  I did not even lose tens of thousands of points, but the 4000-5000 that I did lose was important to me.  IHG Hotels has failed greatly with customer service for years.  There was a similar change with another hotel chain, who actually personally called me to be sure that I knew, emailed, AND sent notice via the USPS.  IHG failed to even send a single email.  To receive a form letter with absolutely no personal look at the situation is downright insulting.  I am not interested in any sort of mediation, as any cost to me is not worth it.  They've already made it clear that I should frequent other hotel chains and put them to the bottom of my list.  
Sincerely,
[redacted]

We received the following message from the business regarding this complaint:  Dear Mr. [redacted],Thank you for your recent email regarding your stay at the Holiday Inn Miami Beach - Oceanfront. I appreciate the opportunity to further address your concerns.I have checked the hotels webpage, as the reservation was booked via the website not by the hotel or Central Reservation Office. It clearly states the parking charge right on the first page. Parking charge is valid. There are no hidden charges. However, I did forward your complaint to the hotel. I received a copy of the email sent to you from the General Manager. It states as a goodwill gesture they are willing to work with you and invited you to call them if you were interested. Their phone number is 305 532 3311. Your comments are documented with reference #[redacted].Once again, I 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 - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT   Brenda J[redacted] | Correspondence Specialist  Executive Office|IHG® |Customer CarePO Box 30321 Salt Lake City, Utah 84130 USAhttp://www.ihg.com| [redacted]

Dear Ms. [redacted],I sincerely regret your continued dissatisfaction. This is never our intent. As previously advised, we made every effort in a 2-year transition to make sure our guests were advised. I am sorry you did not receive the information sent to your email address that was listed in your account. Please keep in mind the IHG Rewards Club Terms and Conditions states that the benefits are at our sole discretion and may be added or deleted at any time depending on business needs. It is the member’s responsibility to stay familiar with their account details and ensure their contact information is updated. Again, thank you for your time.  I trust that you have experienced this higher level of service at our hotels, IHG Rewards Club program and with our office in the past and know that we do care about you as our guest. Your business and IHG Rewards Club membership is valued and we look forward to making your future stays with IHG the best ever.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 your most recent contact to IHG regarding the Holiday Inn Express Brentwood North-Nashville Area.  I appreciate the opportunity to further address your concern.I have located your previous contacts and reviewed all the action taken on your behalf. I see you...

requested to escalate your concern to our Senior Case Manager office. I have been advised you will be receiving a final resolution response via email today from the Senior Case Manager.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.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 regarding your 2-bedroom Reward Night request for Holiday Inn Smoky Mountain Resort. I am sorry for the misunderstanding. I appreciate the opportunity to further address your concern.  Priority Club Rewards nights are similar to...

other special rates.  Only so many rooms per night are available for Rewards Nights, similar to Triple A or AARP.  In your recent experience all the Rewards Nights that were set aside at the above hotel have already been booked by other members.  Although there are a limited number of rooms still available, the Rewards Night allotment has already been filled. This is not considered a "blackout", as at one-time Rewards Nights were available, but are no longer available due to other members having booked them.  A "blackout" would mean no Rewards Nights were set aside, and were not available for anyone to book.  We always recommend booking as soon as possible to ensure availability of Reward Nights.Although I regret any inconvenience and certainly do not intend to minimize your experience, you have mentioned yourself the program does not allow booking a 2-bedroom suite with points. I have reviewed your previous contacts to IHG® Guest Relations including the said email from "Mike". I do apologize for the misunderstanding; the email does not agree to or promise anything of the sort. It says, "I suggest for you to contact our service center in order to make reward night reservation to be advised accurately". After further review it has not been determined there was an error on our part and compensation is not warranted. This has been documented with reference #[redacted].Thank you for contacting my office, I hope this helps to clarify your concern. Your patronage and IHG Rewards Platinum Elite membership is valued. We look forward to being of service to you in the near future.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 Rewards Club regarding your IHG Rewards Club account. 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.I am sorry for any inconvenience and frustration this situation has caused you. Your case is open and active, our Fraud specialists are still investigation your concern. I am not able to meet with your request for compensation. If you have any additional questions regarding this investigation, please contact the IHG Rewards Club Service Center. I understand this is not the response you were hoping for. They are the only ones that can assist with your fraud claim and it does take time to investigate. Your comments are documented with reference #[redacted].Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center.Kind Regards, Brenda J[redacted] Executive Office IHG® Customer Care Phone - 1-800-621-0555 Fax: 801-975-1846  Email - [email protected] Reference No. [redacted]  InterContinental Hotels Group AMER P.O. Box 30321 Salt Lake City, UT 84130

Dear Ms. [redacted],Thank you for your most recent contact to IHG Rewards Club via Revdex.com regarding your account. I certainly regret any misunderstanding there may have been. I appreciate the opportunity to further address your concern. I have located the numerous contacts you and your...

husband have had with us since December 17 regarding this concern. It has been thoroughly documented that it was advised to you on your first contact December 17 that the Chase Free Night had expired and the dates could not be changed any longer. Then again the next day December 18 as well. Our records show you called back on December 26th to ask if we could loan you 18k points in lieu of the expired Chase Free Night. Which was done with a supervisors approval, bringing your account to -12,541. With your contact yesterday December 27 Dixie again explained the whole process, she then deposited 5,000 points to your account as a goodwill gesture. Your current point balance is -7,541 and you have a Reward Night reservation for June 23. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Platinum Ambassador Membership is valued. Have a nice day and I know you will enjoy your stay at InterContinental Danang Sun Peninsula Resort.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:
Revdex.com, please refer to fax submitted on 07/22/2016. 
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your IHG Rewards Club concerns via Revdex.com. I apologize for the misunderstanding and for the frustration it has caused. I do appreciate the opportunity to assist you. As you have been previously advised the Kimpton Hotels are not yet part of our IHG...

Rewards Club; they have their own rewards club called Kimton Karma. I do understand that you were not aware of this at the time you booked your reservation from IHG website in good faith that you would earn your points. I have reviewed your comments previously documented and I do agree. I have as a one-time goodwill gesture issued to your account [redacted] points. These points are available in your account right now. Your comments are documented with reference #[redacted].I appreciate your loyalty to our hotels and your IHG Rewards Club Membership. We look forward to hosting you again in the future. Kind regards, Brenda Johnson       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 [redacted], and find that this resolution is satisfactory to me.  
My points were restored as requested without any issue.  I remain a loyal IHG customer, though I would recommend they find a way to improve their process for issuing a fraud claim.  Thank you very much.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I simply do not want to proceed with this.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG Rewards Club regarding your account. I do apologize for any misunderstanding or inconvenience you have experienced. I appreciate the opportunity to address your concern.Please be advised, I have reviewed your account and we show you registered for the...

Priceless promotion on January 20, 2018. Also, regarding rollover nights, there were not any rollover nights for 2017. You had a total of 95 nights in 2017 which did qualify you for your IHG Rewards Spire Elite status, 32 nights were rolled over from 2016 (they do not qualify to roll over again). You had 63 qualifying nights in 2017 which equals the 95 nights for 2017 total. You must have at least 75 qualifying nights in 2017 and anything over the 75 would rollover, which in this case there was not anything to roll over, you were short 12 nights. I have investigated your claim of IHG Rewards Club errors. After further review it has not been determined there was an error and have verified your account to be correct. This has been documented with reference #[redacted]. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Spire Elite membership is valued. If I can be of further assistance please let me know. 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: I spoke with them and was told they couldn't do anything it was up to that individual hotel.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because you had no legal right to use my card to begin with. This "one night for free" is nothing to IHG, other than a token to keep me from escalating the situation that IHG initiated. I received no such notification concerning your change in policy, and your own representative said that IHG didn't begin notifications until first quarter 2016, so which is it? If IHG had any shred of Customer Service decorum, they would have returned the 25,000 points / free night back to me. If they do not, I will need to see if I have other legal remedy, pursuant to a statute of limitations, for the IHG's hotel's fraudulent use and retention of my credit card. And not for nothing, but word of mouth is its own form of advertising and my company and family do a considerable maoutn of corporate travel. I will alert them certainly, to IHG's service and potential fraudulent acts.
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]

Hi [redacted],I have received your notification of Mr. [redacted]. I have documented his concerns with reference #[redacted]. I have requested the hotel contact Mr. [redacted] directly to resolve. 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 realize that I have exhausted my options with the Revdex.com and I thank you for your assistance but Brenda you should know this is only the beginning the fact that you continue to ignore that I booked and paid for an ocean view room that's what my reservation says but was given a room with a view of the parking lot those rooms are cheaper we all know this I don't know what you're talking about when it comes to sometimes rooms aren't available I booked this room months in advance so you're telling me that whenever your guest book a room there's no guarantee that the room they're going to get your just going to give them whatever you want whenever they arrive? And ask for the ambassador status no no where on there does it say that I take priority it specifically says you are guaranteed and upgrade guaranteed it says it multiple times I just spent the last 30 minutes reading all the fine print maybe you should go to your own website and familiarize yourself with the rules you don't get to make them up as you go along it specifically says guaranteed upgrade but I received the downgrade my ocean view went to a parking lot view that's not acceptable it also says that I should receive things like fresh fruit and water I did not receive fresh fruit or any water and the resort fees they claim part of that resort fee is supposed to be for internet but it specifically says on your website that internet is free for guests so what is the resort fee for why am I paying for internet if it's free and then they tack on things like storm shelter fees I've repeatedly asked what that was no one can tell me I think that's a way for the hotel too bad their bottom line and I'm going to look into legal options there to see if maybe the hotel is breaking the law again you can continue to pretend like these things didn't happen and maybe the Revdex.com can't make you do the right thing but believe me this is only the beginning I will continue to fight you and I will continue to let as many people as I possibly can know what you have done that you charge guest for rooms that you don't give them and according to your previous letter it doesn't make any difference what you book because we're going to give you whatever we feel like it and it's ok to do that cording to you
Sincerely,
[redacted]