InterContinental Hotels Group

Dear Mr. [redacted],Thank you for contacting IHG Rewards Club regarding your account. I appreciate the opportunity to further assist you. According to our records, you went online and booked a Points + Cash reservation. The hotel you chose required 60,000 points for 1 night. You agreed to use...

50,000 of your points and pay $70.00 cash. The $70.00 went toward the purchase of the 10,000 points you needed to complete the booking. When the reservation was canceled, all of the points you used including the 10,000 points you purchased were returned to your account. The $70.00 points purchase is non-refundable. This was agreed to online when the room was booked. As such, when you cancelled your Reward Night reservation, a total of 10,000 points have been credited back to the account but no refund of $70 will be processed.Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Gold Elite Membership. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.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

Dear Ms. [redacted],Thank you for contacting us. I appreciate the opportunity to assist.  As much as I would like to assist you with your concern, we do not have the tracking record of your redemption. To check the status of the rest of your order, click the "Contact Us" button located on the...

global redemption site at https://catalog.ihg.com/79462IHHCLUBIHGREWCB and complete the Contact Us Form. Our online Customer Service Specialists will assist you with your order, questions or item/return information. We strive to respond to your request within 48 hours, Monday through Friday. You may also call 1-800-932-3181 from 7:00 a.m. – 7:00 p.m. Central Time, Monday through Friday for further assistance.Once again, thank you for contacting us. Your patronage and IHG Rewards Platinum Elite Membership is valued. 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]

My biggest issue is a sincere apology for misleading me.  A honor to your rewards program is to ensure words are taken and reflected on the members accounts.  When someone is mislead than the company needs to apologize for not honoring the word.   A company word is above reading the fine print on a document.  If the company could not have don't this than it should have never been promised.   This is the issue I have.  Is I was told by a company rep and it was not accurate.  I will always take the word of the company rep over a document which changes on a routine basis.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The response from IHG does not reflect the precise language of the original offer that is still on the site. The response from IHG states:"This product is not available to either (i) current cardmembers, or (ii) previous cardmembers of this credit card".The actual language of the offer states:“This product is not available to either (i) current cardmembers of this credit card, or (ii) previous cardmembers of this credit card who received a new cardmember bonus for this credit card within the last 24 months.”The omission of the words “this credit card” makes a significant difference in the scope of the offer.https://creditcards.chase.com/a1/ihg/ihg60insert?CELL=61TD&cm_sp=OSMAM...⇄  The IHG Rewards Club Select Card is not the same product as the IHG Rewards Club Card. One distinct difference is, the IHG Rewards Club Select Card has an annual fee.For only the purposes of this promotion, IHG considers the IHG Rewards Club Select Card to be the same as the standard IHG Rewards Club Card. For purposes of an annual fee and the language “upgrade,” IHG considers them to be distinctly different.-   I was not, and never have been, a cardmember of the IHG Rewards Club Select Card.-  The solicitation I received for the IHG Rewards Club Select Card contained no specific language stating that cardmembers of any IHG Rewards Club Card are ineligible for the promotion. It wasn’t possible for me to know that I wasn’t eligible for the promotion. There was no specific language stating that current IHG cardmembers completing the online form would be issued an “Upgrade” with no bonus points. At the very least, the language in the offer is ambiguous.https://creditcards.chase.com/a1/ihg/ihg60insert?CELL=61TD&cm_sp=O...⇄    1      
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your notification via Revdex.com. I 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 issue. They 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 decision. If 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-rate. Your comments are documented with reference #10405087551.I regret I am not able to assist you further. 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

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 appreciate the opportunity to further address your concern. 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).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. As you have been previously advised, we are no longer able to transfer the stay and points from Mr. [redacted]'s account as the stay itself is under his name and any changes must be made within 6 months of the stay. In order to earn points, a reservation must be made in the IHG® Rewards Club member’s name. You can learn more in Section 11 of our Terms and Conditions. It is the members responsibility to be sure their account activity is correct in a timely manner. I do regret we are unable to meet with your request to reinstate the expired points. Your patronage and IHG Rewards Gold Elite Membership is valued. Kind regards, Brenda J[redacted]        IHG Customer Care  Executive Office 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

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 contacting IHG Rewards Club regarding your account. I appreciate the opportunity to assist you. I have contacted the senior staff for IHG Rewards Club and I spoke with LaLaine. She has advised she will contact Hertz again on your behalf and be in direct contact with...

you within 3 days. Your comments are documented with reference #[redacted].Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Spire Elite Membership. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],I have received your notification of your concerns regarding the Holiday Inn Express Hillsborough (Durham Area). I appreciate the opportunity to assist. I am however, genuinely sorry to learn of your issue with the pet policy. 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 address your concern. Your comments are documented with reference #[redacted]I do greatly appreciate your patience in this matter and if you need any further assistance, please don’t hesitate to contact us.Kind regards,Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMER[redacted]Salt 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. I will wait the 21 days.
Sincerely,
[redacted]

I suggest you listen to the phone conversations, which are always recorded, with both Charles and Emily.  The question is: was I misled or not? From the phone conversations,it is clear that both Charles and Emily are agreeing with my point. That is why they opened up a case and Emily also asked what would I like to receive to resolve this issue. I am not asking for a refund, but rather the right to a "free cancellation" as your website still states on the regular king size room. I also told Emily if they can't offer the "free cancellation" than perhaps a small break on the price to reflect the current price being offered online or even a pass to the lounge, just something to make up for my time and frustration spent on this issue.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your additional comments. I sincerely regret your 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. I cannot say why you did not see the emails that were sent to you, maybe they were directed to your junk file. 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. Please be advised, to be fair to all of our members our position has not changed; expired points cannot be reinstated. To avoid issues with our IHG Rewards Club membership I suggest you familiarize yourself with the programs Terms and Conditions which can be found on our webpage and at this link: http://www.ihg.com/hotels/us/en/global/customer_care/member-tc 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

Complaint: [redacted]
I am rejecting this response because: It has been 48 hours, but there isn't any answer.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I stayed at a Holiday Inn near Rome with a part of a tour group in March 2016.  While the hotel stated that points would not accumulate because of the group rate, they did add the rewards number to my room.  Thus, the qualification was met prior to May of 2016.  The hotel at no point stated that it would not count toward continuance of the program base.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for your most recent contact regarding expired points. I appreciate the opportunity to further address your concern.I would like to take this opportunity to again explain the change we made to our program. Following extensive research with members, IHG has evolved its award...

winning programme to focus on building more personalized relationships, delivering the most relevant benefits and choice to global travelers. We have decided to expire points after 12 months for only members who neither earn nor redeem at all during this time, so that we can focus on rewarding our most loyal members.   To reward our guests who choose to stay with us more often, we focus more program benefits toward members who earn and redeem on a regular basis. All points will expire after 12 months if there’s no account activity. But it’s easy to maintain your points balance. Just earn or redeem once a year through any of our IHG hotels or partners.   It's very simple to extend your point balance period - any activity that earns additional points or uses your existing points will extend your 12 month window. Examples of qualifying earn activities include: a qualifying stay at any IHG hotel or resort, purchases on your IHG credit card, earning points via a promotional offer, or earning points with any IHG Rewards Club partner. Examples of qualifying redemption activities include booking a Reward Night stay, donating points to charity, redeeming points for travel via our Flights Anywhere or Cars Anywhere products, or making a purchase from the IHG online redemption catalog.   Every member has 12 months from the onset of the new policy which began 14 April 2015 to earn or redeem points to extend your point balance. Starting at the end of 2014 we started announcing this policy change. We have made every effort to advise our members with personal emails website announcement and then again personalized email 90, 60 & 30 days prior to expiration. It is the members responsibility to be sure their contact email is updated in their profile so they can receive email updates. We are unable to reinstate expired points. I sincerely hope this has assisted in clarifying your inquiry.   Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Club membership. I am sorry I am unable to meet your request.   Sincerely,    Brenda J[redacted]        IHG Customer Care  Executive Office 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 Mr. [redacted],I have been in contact with the IHG Rewards Club Service Center on your behalf. I have been advised by Myra, Project Manager that she has issued compensation to bring your account up to an even 900,000. If you have any additional questions or concerns please contact the IHG Rewards Club Service Center directly and provide your reference #[redacted].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

Complaint: [redacted]
I am rejecting this response because: This Business goes under the heading of Holiday Inn, I feel Holiday Inn should take some form of responsibility but they have failed to provided me with THE OWNERS NAME & PHONE NUMBER they have stated that they don't have it.  Which leads me to believe that Holiday Inn is not concerned as to how their name is represented. This now leave me the costumer in a position to believe that this Hotel or Ms Christie have NO ACCOUNTABILITY TO THIS COMPANY.  shame on you !! HOLIDAY INN
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the "response" provided by the business appears to be an automatically generated form. I have done exactly what the "response" recommended several times, to wit, I have contacted that department by email over and over. This response does not substantively address my concerns at all. Most importantly, it does not deny the veracity of my allegations.  Thank you!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they are referencing procedure on their new points policy and claim that after 12 months of inactivity they take the points. However my last activity was in august if 2015 and they did not take my points until January of 2017 when I was booking my hotel for a stay beginning 1/30/17. They stand behind their new policy as why this occurred and they can't undo it but don't even follow their own policy that they've explained in that email. They haven't returned my points to my account and don't want to because they are of substantial value and are making up and enforcing the rules as they go to basically steal from people. 
Sincerely,
[redacted]