InterContinental Hotels Group

Complaint: [redacted]
I am rejecting this response because: I am very pleased so far with the response but since it's not completely resolved yet I chose to reject it for now. I very much appreciate the letter and in all honesty chose this route after calling, only because I felt that I was wrongly charged after no one had addressed it when I was there and when I called I could have raised hell then but I am not the type to do so. I do not like conflict and was left feeling upset that I was told it was the policy end of story basically. Also I looked on the website again after and it didn't state anything other than "pets allowed". There was nothing about restrictions or even an asterick to look up further details so I truly feel I did not deserve this charge. I know that a company isn't necessarily a bad company due to one employee or even one location. I have worked in the restaurant business for a long time and I get when something is our fault but not necessarily a reflection of us as a whole. Also I believe it is beneficial to a company to do what they can in resolving an issue with a customer. So I do appreciate the response in this and I do hope I can resolve this with them as it would be very appreciated. I just want the money that we work very hard for to be reimbursed and they are more than welcome to keep the $25 that it would have cost. I totally understand that and will from now on ask and make sure with any hotel I stay at beforehand what the full policy is.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: this response doesn't tell me anything. I am not satisfied
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG Guest Relations. I appreciate the opportunity to assist. I have contacted the IHG Rewards Club on your behalf. They have advised they have issued the 61,000 points to your account for the Accelerate promotion issue. Regarding the points purchase...

limit lifting, we would like to request a copy of the email you received advising that this is in effect so we can further investigate. As far as the service center is concerned, they are not aware of this and I also spoke with our liaison to Points.com and she too is not aware of the limit lifting. Please forward the email to [email protected] with reference #[redacted] for investigation. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Spire Elite membership is valued. If we can be of further assistance please let us know. 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

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 of 130000 for my events have been credited to my rewards account. Thank you for your assistance. 
Sincerely,
[redacted]

Complaint: [redacted]
I am not going to accept the response only because  If I do I think it will close the case and it is not resolved   yet. For us and everything we have dealt with and are dealing with and missing  points and stays  we are asking to be pushed to the Spire level  membership which will allow us to earn more points   to make up for those lost , some of which were elite status points m and  also give us an additional 25,000  points  as well.  It would also rectify the missing 5 nights towards our yearly  count  .   Please let us know.  
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG regarding your experience with Holiday Inn Club Vacations . I apologize for the situation as you have described.  I have forwarded your comments to the management of the hotel's reservation office for review.  I know they share our vision of...

providing the best guest experience possible and am confident they will take the necessary steps to continue to improve their services.Unfortunately, as you have been advised previously, we are unable to assist as I do not have access to their bookings or billing. I have forwarded your comments to the Club Vacations management team for review. I have asked them to contact you directly via email within 48 hours to discuss your concern. You can also contact them directly if you wish the phone numbers are as follows: ###-###-#### and ###-###-####.Once again, thank you for taking the time to contact us. We value you as our IHG Rewards Club member and hope you will continue to choose IHG for your future travel needs.Kind regards, 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: I received a call from the manager following the time the initial compliant was filed. I was informed that she verified the "smoke" in my room. Again, I am a nonsmoker and would not allow anyone else to smoke in a hotel room for which I am responsible. Ironically she was able to tell me about my departure, whom I was with, etc. If this was the case she would've observed my companion entering to gather my things and returning to the parking lot leaving not time for the accused activity. She then proceeded in a disrespectful manner to tell me that she was not going back and forth with me but would grant a refund because I took the liberty to phone. Of course I took the liberty to phone, I did nothing against regulation and honestly wanted to rectify the situation. As previously stated, I have used these accommodations on occasions in the past and I have never been treated in such a derogatory manner. I have not received the refund as stated as of today.
Sincerely,
[redacted]

Dear Mr. [redacted],I do regret your dissatisfaction regarding the IHG Rewards Club. As previously advised, the policy regarding points expiration changed 2 years ago. We as a company have made every effort to inform our members via website posting and numerous personal emails. We do value your patronage, however, to be fair to all of our members we must adhere to the terms and conditions of the program. 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: 801-975-1846Email: [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting IHG regarding your stay at the Holiday Inn Express Mexico Reforma. I am very sorry to hear of the overall dissatisfaction of your stay. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we...

expect to provide. I have forwarded your email to the owner and manager of the hotel 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 $148.53, on their behalf. This check represents a refund of the nights room and tax and valet parking charge. You will receive it under separate cover within the next 10-14 business days. Thank you for bringing this to our attention. Your patronage and IHG Rewards Club membership is very much valued.Sincerely,Brenda J[redacted]       Customer CareIHGPhone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for taking the time to contact us about your recent experience. Your comments are greatly appreciated, since they give us the opportunity to uphold our standards and to ensure that we provide the highest quality of service to our all members.I have once again reviewed the situation. I feel that your concerns were fully addressed in my prior email to you and truly hope to be able to welcome you back to rectify any negative perception you may have.As you stated, you were not a cardmember, while in fact you are a card member. Just as you are a IHG Rewards Club member, it doesn't matter that you are a Platinum member or a Gold member, you are a member. Just as you are a cardmember. 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. This has been documented with reference #[redacted].Please rest assured that we value you as a customer and a IHG Rewards Platinum Elite member. We look forward to being of service to you in the near future. Once again, thank you for contacting Guest Relations.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 Ms. [redacted],I have received your comments submitted via Revdex.com. I am sorry for the situation as you have described. I appreciate the opportunity to assist.  I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you...

directly 48 hours to discuss your concern and also to report back to my office with their findings. Your comments are documented with reference #[redacted].Thank you for your patience.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],Thank you for your most recent contact to IHG via Revdex.com.  I appreciate the opportunity to assist.I have located your numerous contacts to IHG. I see that your concern has been resolved with reference #[redacted].Once again, we appreciate you taking the time to...

share your comments with us. Your patronage and IHG Rewards Platinum Elite Membership is valued. 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® 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

Dear Mr. [redacted],Thank you for contacting IHG Rewards Club. I appreciate the opportunity to further address your councern. We changed our point expiration policy on 14 April, 2015, so that now all points will expire after 12 months of inactivity. Members were notified via email months in advance...

of the initiation of the change. Emails were also sent out 30, 60 & 90 days prior to their expiration. I am sorry that your points expired and that we are not in a position to restore them to your account. Please double check your email address you have listed in your account profile so to be sure you are receiving all the relevant information regarding your account. 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.)To keep points active, you must earn or redeem within each 12 month period. Other avenues include; IHG® Rewards Club Credit CardEnjoy Digital RewardsRedeem Points for a Gift CardDonate PointsHost a Meeting or EventTransfer Points to Another MemberPurchase PointsBook with our PartnersRedeem Points for MilesEnjoy Online ShoppingBook & Stay at a HotelRedeem Points for a StayOnce again, thank you for taking the time to contact us. I wish you a good day!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

Complaint: [redacted]
I am rejecting this response because: Same reason, unacceptable response and is an excuse for shady business practices. Will be disputing the night on my credit card statement. 
Sincerely,
[redacted]

Dear Mr. & Mrs. [redacted],I am sorry that my response to you is not what you wanted to hear. However, I cannot offer you any additional information or assistance. You still need contact the Best Price Guarantee department via email as previously advised. I am not in a position to override their decision. 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],I have received your most recent contact regarding our Rewards program. I am sorry to hear you remain dissatisfied with how our program works. Perhaps I can shed some light on this for you. As previously advised, your reservation was booked with a Third-Party Internet site and does not auto qualify to earn points. Points are awarded to you based on the rate you pay the hotel. When you book through a 3rd party site, you are paying the 3rd party and not the hotel. You must book directly with IHG to get your points. This is a staple of the Rewards Club program and pertains to its entirety. Just to be clear, you have reached IHG Executive Corporate Office. We must be fair to all of our members, we do not issue points to non-qualifying reservations. You can find all of our terms and conditions for our program outlined here: http://bit.ly/1fC0h3a.I hope you will read through the website for IHG Rewards and discover how great this free program is when used properly. Your patronage and IHG Rewards Gold Elite membership is valued. Have a fantastic day!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

Complaint: [redacted]
I am rejecting this response because:  I was originally advised this would be escalated and I would be contacted within 48 hours by the Executive Office of IHG.  I still have not been contacted and it has been over 2 weeks.   The last correspondence from IHG states they "have escalated it to the Executive Office and it is now out of their hands."  I am not quite sure how to respond to that comment.  IHG released my personal information to a third party and we sit here today with no explanation.  
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]

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. Our decision stands as we are unable to reinstate expired points. 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]       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 your most recent contact via Revdex.com. I have again reviewed your concerns and regret your continued dissatisfaction. Your comments have been documented on a formal level and will remain on permanent record here in the corporate office. I do apologize for your misunderstanding, however, Gold Ambassador Members are not exempt from the resort fees, breakfast and such as you have stated. Nor is room availability guaranteed. As I mentioned previously you are given a priority and our hotels do make every effort to accommodate your requests but it is not always possible. I invite you to review the terms and conditions, you can access them at these links http://bit.ly/1Pg7fyp and http://bit.ly/1Sf4UES.While I do regret your dissatisfaction I am unable to assist you further in this matter as I have exhausted all of our option at this time. Your comments are documented with reference #[redacted] in my office. I appreciate you taking the time to bring this matter to our attention and allowing me the opportunity to explain the parameters of the program. I truly hope this experience does not deter you from staying as our valued guest at another InterContinental Hotels Group property again soon.Kind regards, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT