InterContinental Hotels Group

Dear Mr. [redacted], Thank you for your most recent contact regarding the authorization hold placed on your account by the Holiday Inn Richmond South-Bells Road. I appreciate you taking the time to bring this matter to our attention and apologize for any misunderstanding and inconvenience this...

situation may have caused you.  I have located your previous contacts and have verified this was not a charge but a authorization 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 hope you will continue to choose IHG for your future travel needs. Sincerely, 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]

Complaint: [redacted]
I am rejecting this response because:
This response from is nothing
more than an attempt of IHG Customer Service trying to pass the buck... It is not even an attempt to provide a resolution.
 
My very first action when this
happened was to notify the business directly. I left several messages to have
the manager or hotel representative contact me, which obviously never happened.
Because I could not get in contact with the manager, nor did she ever call me
back I contacted IHG customer service. I find it extremely disturbing that
a business your size and with the leverage you have especially since they are
representing you, that a customer service Case Manager just throws their hands
up and says "the [redacted] with the customer, you do it yourself". And
essentially that's exactly what is being said.
 
IHG has a responsibility to the
consumer to police themselves and when you have a property that isn't
responding you have the responsibility to take corrective actions; neither of
which are being done.
 
I want IHG to taken the corrective actions to get this
matter resolved. All I have received so far are excuses of what you haven't
been able to accomplish. I also want the phone number to Mr. Richard S[redacted].
Obviously he is unaware of the inability of IHG customer service to resolve
serious matters such as properties fraudulently charging of customer’s
credit cards.
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your most recent contact via Revdex.com regarding your experience with the Candlewood Suites Montreal Downtown Centre Ville.  I appreciate the opportunity to address your additional concerns and regret this continues to be an inconvenience for...

you.Further to your correspondence, your concerns have been forwarded to the management and ownership of the aforementioned property. The hotel did not charge you for the 3 nights of parking. We have sent you a check for $100.00 that was issued December 23.  In addition, your comments will remain on file at a corporate level, for use in periodic evaluations of the hotel.  While we certainly regret the experience you had, the compensation that has already been issued is appropriate and supports our Hospitality Promise, no additional compensation will be issued. Please be advised the check sent will be in USD currency and could take up to 4 to 6 weeks for delivery outside the United States. Once again, Mr. [redacted], thank you for taking the time to contact our office.  We hope the action taken on your behalf will bring a sense of resolution to this matter and that it will not deter you from staying with us again in the future.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:You have NOT Listened to What I have said... I NEVER Received ANY E-mail Notifications, and had No Reason to Believe my NEVER-Expiring Points would Expire! YOU are LEGALLY Required to Notify Members of a Change to Terms and , in My Case, you did NOT !!! My E-mail History PROVES what I Say !!! Plain and Simple !!! There seems to be MANY Others in the Same Situation, but I am only Concerned about MINE !!!You are Legally Required to Notify Members of ANY Changes in Terms of Service, and when you Change Points from NEVER Expiring to One-Year Expiration... you are LEGALLY Required to Notify Members of this HUGE Change! That is YOUR Legal Responsibility, NOT Mine !!!I am Signed Up for ALL E-mail Communication, but have Received NOTHING for Years... WHY is that ??? Was that the Plan... Keep Long-Term Members who don't Earn Points anymore from Finding Out ??? NONE of my Information has Changed EVER !!! SO... the Problem is on YOUR END, not Mine !!! You can Check my Account History, and SEE this is TRUE !!!You did NOT Fulfill YOUR Legal Requirement of a Change in Terms of Service with Me... that is the Bottom Line! It was YOUR Responsibility, Not MINE! I did NOTHING Wrong, Except to Believe you when you said the Points would NEVER Expire !!! I Relied on Good Faith, but YOU Chose to Break that Promise... that was your Choice and your Legal RIGHT... but by NOT Properly Notifying ME, you Broke the LAW !!!   
Sincerely,
[redacted]

Dear Dr. **,I have received your comments via Revdex.com. I appreciate the opportunity to address your concern.I have reviewed your account and it does reflect your status as Spire. Your comments are documented with reference #[redacted].Thank you for your comments. Have a good...

day!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 your recent email. I am sorry you are still
not happy with the resolution. I appreciate the opportunity to further address
your concern.
I have contacted the hotel you are currently staying at. I
spoke with the General Manager and he advised that they are sold out for the
next 3 months and an upgrade is not available. He is very sorry for the
inconvenience and has given you a price reduction for the remainder of your
stay.
In addition, I have reviewed your account and I see you have
purchased an Ambassador Membership. This level does guarantee room upgrades.
However, the Ambassador Membership benefits are valid at the Intercontinental
brands only.
Our hotels are franchised and we are not able to transfer
reservations from one hotel to another. However, if you would like you can
cancel your current reservation without penalty and rebook at the Staybridge
Suites if they have upgrades available. The General Manager stated he has
provided their number to you.
I do regret you remain unsatisfied. I have documented your
concerns and forwarded them to our program directors for consideration of
future enhancements to the program. The goodwill points I have issued will
remain in your account.
Thank you for contacting us. We do appreciate your loyalty
and IHG Rewards Club Platinum Elite Member and Ambassador Membership. If we can
assist further please let us know.
Kind regards,Brenda J[redacted], Case ManagerPhone: [redacted]
Fax: [redacted]

Complaint: [redacted]
I am rejecting this response because: Resolution has not been made. Please refund my money.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All I want to say is I am quite disappointed at the inflexibility of IHG and again this is no way to treat a loyal customer of over 20 years. I should be given a one time opportunity especially since I believe IHG did not make an effort to contact me as I have no proof of being contacted.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The Hotel is offering me compensation on one room. I had 2 rooms. Both were equally disgusting. I sent photos to the hotel for review. They still haven't looked at them!
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for your contact via Revdex.com.  I greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced.   The security of our guests and their personal information is of the...

utmost concern to us. As our Fraud Department does a very thorough investigation I am sorry you were mislead with an unrealistic timeline. As it is right now the investigation has concluded. Your 42,000 points have been returned to your account, which is available for immediate use if you choose. This has been documented with reference #[redacted]. Once again, I would like to thank you for contacting IHG regarding this matter. Your patronage and IHG Rewards Platinum Elite membership is valued.  I sincerely hope this incident will not deter you from giving us another opportunity to serve you in the future.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

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 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 #[redacted].I regret I am not able to assist you further. Kind regards, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi Kristine,I have received your notification of this guest contact. I have created a case in our office documenting the guests concerns with reference #[redacted]. Guest has not provided enough information to assist. I have sent him an email requesting additional information so that I may be of...

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

Dear Mr. [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 you are staying current and to keep their contact information updated.I understand that this is not the response you were hoping for.  However based on the above we are unable to meet with your request for reimbursement. Please rest assured that we value you as a customer and look forward to being of service to you in the near future.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:My concerns have not been given appropriate consideration.  Mr. Scott G[redacted] was entrusted by the hotel's ownership to address these matters,  however Mr. Scott G[redacted] is forcing us to accept his resolution and notwilling to come to any amicable resolution with us.Also because in IHG Code of Conduct  it states,  " the things IHG do to instill a culture of responsible business across the Group contribute to the credibility and value of the IHG brand and thier hotel brands,  a critical role in providing consistently high standards of guest service and delivering each brand promise,  thier values,the IHG "Winning Ways " including thier focus on ""Doing the Right Thing " and ""Show We Care " as well as their longstanding commitment to responsible business.  IHG branded hotels: IHGfranchised hotels are independently owned and operated are independently owned and operated, however, all of our hotels and owners, both managed and franchised, have a shared commitment to responsible business.  Guide more than 350,000 colleagues who work across IHG and thier brands, they have IHG'S Winning Ways-a set of every day behaviours based on the values IHG believe are important to IHG as a business and to thier guest.   In light of this, My position is I do not accept this response, this response is not satisfactory I would like to proceed in this matter by accepting Revdex.com's offer of legally binding arbitration to resolve this matter. 
Sincerely,
[redacted]

Dear Mrs. [redacted],I have received your most recent contact regarding the Holiday Inn Chicago-Elk Grove. I appreciate the opportunity to again address your concerns.As previously advised the hotel in question is a franchised property.  IHG does not own, operate, or manage the day-to-day operation of this franchised location. IHG yields the day to day operations of the hotels to their individual property management team. Our IHG Guest Relations office is unable to assist you, as we do not have access to their information. I understand that this is not the response you were hoping for, however based on the above we are unable to meet with your request for reimbursement.Once again, I appreciate you taking the time to share your comments with us.  I regret we are unable to assist you further in this matter.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 regarding your experience with both the Hotel Indigo Newark Downtown and Hotel Indigo Baltimore Downtown. It is with regret that I learned of your displeasure. Our hotels and service centers aim to always provide quality service to our guests and...

members. I am sorry if we fell short of the expectations. I can certainly understand your frustration and dissatisfaction and sincerely apologize for that.Rest assured that the concerned teams are made aware of this situation and am confident that they'll put in place steps to improve and to avoid the same issues moving forward. While I am apologizing for the service quality issues you experienced at both hotels I also must explain regarding the charge you received for a smoking charge is separate. Many IHG properties are franchised, independently owned and operated. In this case, the hotel management and ownership determine their own smoking policy, often times in compliance with local ordinances. IHG is not involved in the development of these individual hotel policies.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 973 242 0065.I have also forwarded your service quality concerns to the owner and manager of both the hotels so they can take steps to make sure this does not happen to future guests. In addition, in an effort to retain your patronage, I have requested a check be sent to you in the amount of $273.00, on their behalf. This check represents compensation for the service quality issues. You will receive it under separate cover within the next 10-14 business days. This has been documented with reference #[redacted].Once again, thank you for contacting us. I do hope that you can give us another chance to provide better guest experience our valued guests, like you, deserve. Your patronage is valued. Cordially,Brenda J[redacted]       IHG Customer Care Executive OfficePhone - 1-800-621-0555 Fax: 801-975-1846 email - [email protected] No. [redacted] InterContinental Hotels Group AMER P.O. Box 30321 Salt Lake City, UT  84130

Dear Dr. **,I do regret your continued dissatisfaction. That is never our intent.Please be advised the terms that I previously mentioned are available at the time of registration for the card right under the “Offer Details” heading. It is not in small print or hidden. I regret I am unable to assist you further. Thank you for taking the time to contact us. Your patronage and IHG Rewards Platinum 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

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 our office regarding your experience with the Holiday Inn Express Cartagena Bocagrande.  I apologize for any inconvenience this situation may have caused you. For your records, your concerns have been documented under our reference number...

[redacted]. I located your previous contacts. As you have requested to escalate you concern to our Senior Case Manager office I have forwarded your email and information to them for review. They will be in touch with you shortly.   We greatly appreciate your time and patience. Your patronage and IHG Rewards Club 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 8413

Dear Mr. [redacted],Thank you for contacting Guest Relations and I would like to take this opportunity to thank you for your continued patronage as an IHG Rewards Spire Member. I do apologize for the billing issue as you have described. I appreciate the opportunity to assist. 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 issue to your satisfaction. Your comments are documented with reference #[redacted].I do greatly appreciate your patience in this matter. Your patronage and IHG Rewards Spire 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