InterContinental Hotels Group

Hi Kristine,I have received your notification regarding Mr. F[redacted]. I have added his concerns to the existing case notes reference #[redacted]. Unfortunately he must continue to work with the Best Price Guarantee department. I am unable to override their decision as they have done all the research and...

I am not able to at this late date. I have provided the contact information for the guest. Regards,Brenda J[redacted]Case ManagerCustomer CarePhone: [redacted]Fax: [redacted]IHGInterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Ms. [redacted] of the Revdex.com and Ms. J[redacted] of IHG:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The miles credited back to my AA account are worth nearly $8,000, so this was no small matter for us.  IHG hotels are some of our favorite places to stay at and my wife and I look forward to continuing to visit and live in them.Thank you both for your assistance in resolving this matter.
Sincerely,
[redacted]Spire Elite IHG Member

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]

Hello [redacted],I have received your notification from [redacted]. I apologize for any misunderstanding of the guest and for any inconvenience that may have incurred. I had a difficult time locating the reservation for this guest as they have provided another name of [redacted]. I have also...

located the original contact to our office which was documented with reference #[redacted]. I have added the Revdex.com notes to that case. We were very concerned regarding the claims Ms. [redacted] has stated, as all our rates are always quoted on a nightly basis, never multiple nights or rooms. In addition, we have located the recorded call to verify what was promised, and it was clearly stated a goodwill refund of $113.00 by way of check would be sent to her. This has been done. In addition, the hotel has credited her 1 nights parking charge as a goodwill gesture. No additional compensation is warranted or forthcoming. Thank you for taking the time to contact us and allowing us the opportunity to further investigate the situation. We regret any confusion or misunderstanding with the guest. I take this opportunity to send you our best wishes.Kind 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 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:  This response has no content only another promise that someone will contact me.. Lol
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your additional comments regarding the Holiday Inn Express and Suites West Chester.  We appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced. I regret your dissatisfaction. I urge you to familiarize yourself with the Terms and Condition of the program. The reason why you were billed was due to the hotel having held a room vacant, all night, in anticipation of your arrival. We have contacted the General Manager at the hotel and explained the situation as well as inquired if they would be willing to issue a goodwill credit for the charge.  As our records do not show that you cancelled the reservation, the hotel is unable to issue any credit to your account.  Once again, thank you for contacting our office. I  regret we are unable to assist you further in this matter.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMER[redacted]Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because
I finally received my 25000 points yesterday. But that is only after I called the 9th time and argued with them and they finally manually added the points to my account. That is only one problem.However I tried to share the points 500, 2000 and 25000 again yesterday as they responded. But then I got the same problem as last time. The system showed "pending" and the recipient didn't receive anything. As expected, these request will disappear several days later and no point will be shared. That is exactly the problem with so-called customer service of IHG. I contacted them 8 times, they always gave me excuse like "wait", "try again", "everything is fine" to turn me away. No one did even look into the problem let alone solve the problem for the customer. I already wasted too much time by contacting IHG customer service 9 times. So I requested IHG to return the share points that I earned immediately, i.e. right now. No game playing again.
Sincerely,
[redacted] ###-###-####

Dear Ms. [redacted],Greetings from IHG Guest Relations. The hotel has advised they have tried to call you but have been unsuccessful. They did leave a message inviting you to call them at your convenience and speak with Pam, Assistant General Manager. As each property is individually owned and operated, IHG does not have access to the hotel's billing information.  As previously advised I have forwarded your concern to the hotel management for resolution. They have reported they do not show any charge to your credit card. Unfortunately, we are unable to assist with this billing concern. Therefore, we recommend contacting your bank or Credit Card Company directly.Unfortunately, our office is unable to assist you with this billing concern. If you wish to further discuss this you may contact the Assistant General Manager directly, as previously instructed.Regards,Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting Guest Relations regarding the Candlewood Suites Newark South - University Area. I am however, genuinely sorry to learn of your issue with the room assignment. I can certainly understand why this has left you concerned and I do completely regret the frustration...

that this has caused. I have notified the hotel senior management of your comments and I have asked that they contact you within the next 48 hours to further discuss this issue. They are best placed to assist and I am confident they will do what they can to resolve this concern. Your comments are documented with reference #[redacted].I do greatly appreciate your patience in this matter. Your patronage and IHG Rewards Gold 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

Dear Mr. [redacted],I have received your additional comments and I do understand your dissatisfaction. For this I am sincerely sorry. We as a corporation made every effort we could to advise our members. I don't think I need to repeat myself as I have already advised on the numerous ways we announced the change in policy nearly 2 1/2 years ago. It is the member’s responsibility to stay familiar with their account details. Based on this we are unable to meet with your request for reinstatement of expired points and consider this matter closed.Please rest assured that we value you as a customer and IHG Rewards Club member. 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 your most recent email providing the reference number for this claim. I appreciate the opportunity to further address your concern. I have reviewed the multiple notes and contacts regarding this particular claim. As you have been advised several times, per the Terms and Conditions of the Best Price Guarantee Program we can only send the check to the address listed on the reservation. We have indeed done so twice, once on July 14 the other was September 29, 2015. I am sorry you did not receive either check but we will not be sending out another. This is why it is so very important that you provide the correct address information on your reservation. I do understand that this is not the response you were hoping for. I regret we are unable to assist you further. 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 Guest Relations and I am genuinely sorry if this issue remains a cause of dissatisfaction. I can assure you this is never our intention.While I do regret your situation, please allow me to explain again, when a reservation is made through a third party (such as Booking.com) your contract lies directly with them. As such, any cancellation requests, reservation changes or refunds must be made directly to the third party. I understand from reviewing your reservation details, that the terms of your booking were restricted and non refundable in the event of cancellation after February 18. Regretfully, this is something that Guest Relations is unable to overturn. I do also understand that you felt you were incorrectly advised by Booking.com. Again, as your reservation was made through a website that is not owned or controlled by IHG, I am limited in the assistance that I can provide. If you feel this situation was caused by Booking.com’s website being ‘unclear’, you would need to pursue this complaint directly with Booking.com. I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping for. Please rest assured your comments will remain on file and they will be used in our assessments of guest satisfaction. 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: The roll over nights are to be taken first  an applied to the 75 night total as was done last year.  I registered for priceless rewards in November the first time and have that email. I should have at least 20 nights that rolled over for this year... I have grown very tired of having to monitor this rewards program. 
I was told when I called in Jan that the roll over nights would show back up  towards the end of January...yet they did not. Please correct the errors  and award the points  
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your recent email regarding the Best Price Guarantee.  I am sorry you do not agree with their explanation.As previously advised, we have a dedicated team that has been trained to oversee the bpg claims.  My office has not been trained, I am not in a position to override their decision. You must contact them via email or the link on the website as stated in the rules. Once again, thank you for contacting us. I regret that I am unable to assist you further. Your patronage and IHG Rewards Club Membership is valued. I sincerely hope this experience will not deter you from using IHG in the future and you will allow us another opportunity to demonstrate the high standards of customer service of which we are proud.Kind regards, 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 Mrs. [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. 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

Dear Mr. [redacted],I have received your most recent contact regarding expired points via Revdex.com. 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 are unable to be reinstated. 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]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

Complaint: [redacted]
I am rejecting this response because:
Although I am a fully aware of the reasons why you say we should have known the reservation was "non-refundable" I am very disappointing that a corporations stance would be to not work with an individual who is willing too.  I know NOW that the reservation is "non-refundable" but my point was that we didn't notice it at the time despite it being brought to our attention in hind sight. I also stated what my concerns were on how things were worded because I am disappointed that after review there were things that never triggered in our mind to understand our commitment unlike the wording on other sites who offer these deals. The fact that our understanding was that we could cancel and that our plans were not solidified is very obvious given the fact we tried to cancel only 2 days after booking. Also 4 months in advance from the reservation dates.  You say the rate is for people who have solid travel plans which means to me that you rarely get the unfortunate case where people like us inadvertently book under these conditions so in turn I would think that an exception could be made.  I have stated before that the savings was minimal so I certainly can tell you that I would not have sacrificed the ability to be able to cancel for that amount.... With that said. Can we not continue to work on this?  I just checked and it said there are only a limited number of the rooms we booked available for this time.  I think it would be reasonable to allow us cancel the reservations with us willing to pay only the difference between the "discount" and the reservation that would have allowed us to cancel (aprox $40) or even the cost of one night stay. The reservation is a considerable amount of time away and given that the rate for the Monday night is higher it has been mentioned by hotel staff that something is taking place in town leaving me to believe this room will not be left vacant if re-offered and also has a chance for booking for more.   I am acknowledging that you can hide behind the technicalities of the language. I am asking for understanding as a consumer who unfortunately in this situation. Can you not relate?... Offering to change the dates was kind but the issue is that we aren't anticipating going to Deadwood SD at all.  Also I spoke with Amber at the hotel who was hopeful that you could work with me since she was bound be franchise rules. She mentioned that perhaps you could work with us to find a Holiday Inn that we could book elsewhere and transfer funds some how being that they were privately owned but you operate at the corporate level or give us a partial refund.  I hope that you reconsider your stance of no offerings. I attached the rates for the period of time that we have our reservation that would have allowed us to cancel. Please can we pay the difference and be granted the ability to cancel our reservation without the cost of losing the $443 of the booking. Thank you for your consideration.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG regarding your experience with the PAL Military Hotels Biggs Field on Ft Bliss. I greatly appreciate you taking the time to bring this matter to our attention and apologize for any confusion surrounding this hotel's pet policy.    Many IHG...

properties are franchised, independently owned and operated. In this case, the hotel management and ownership determine their own pet policy, often times in compliance with local ordinances.  IHG is not involved in the development of this individual hotel policy.I have accessed the hotels website and I found the following under "Pet Policy":Pet PolicyA non refundable pet fee of $75.00 is charged for the first 5 nights and $7.00 per night beginning on the 6th night. Pet agreement must be signed at check in. Maximum 80 lbs limit per pet. Current vaccination records required at check in.Pet deposit amount 75.00 USD per stayPet fee amount 7.00 USD per nightI am sorry for any misunderstanding, however, the hotel does clearly state their policy and the $75.00 non-refundable pet fee. Your comments are documented with reference #[redacted]. I have forwarded your comments to the General Manager and ownership of this hotel for review.  If you would like to discuss this matter further or require any further information, please contact the hotel directly.  The telephone number for the hotel is 915 565 7777. Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Club membership. I hope you will continue to choose IHG for your future travel needs.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 Ms.  [redacted], Thank you for contacting IHG regarding the authorization hold placed on your account by the Holiday Inn Express Springfield.   I appreciate you taking the time to bring this matter to our attention and apologize for any confusion regarding the hold. IHG,...

along with most other major hotel companies, utilizes credit and debit card authorizations as a standard practice.  It is assumed when you make a reservation for one of our hotels, the credit/debit card account number you provide has sufficient funds available to be used as a guarantee.  An authorization hold amount, in some situations, may be up to the total amount of your room and tax charges for your entire stay, including incidentals.  The issuing bank/credit card company governs the release of an authorization hold, and the release time varies according to each company's individual policies.  Some banks recommend against the use of a debit card for travel purposes, as this practice is common within the travel industry.  If you would like further information regarding your bank's individual policies, please contact them directly. Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Club member. I hope you will continue to choose IHG for your future travel needs. 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