InterContinental Hotels Group

Dear Ms [redacted] ,Thank you for your most recent contactI would like to take this opportunity to further explain the change we made to our program in April Starting at the end of we announced the new structure to our point expiration policy so that now all points will expire after months of inactivity IHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,IHG hotels or by redeeming points at least once every months(Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 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 April - every member has months from announcement to earn or redeem points to extend your point balanceWe made every effort to inform our membersThe first expiration didn't occur until May From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accountsWe 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" or by logging into your account periodicallyI sincerely hope this has assisted in clarifying your inquiryTo be fair to all of our members as you have been previously advised we must adhere to the terms and conditions of the program and will not be able to reinstate expired pointsYour comments have been documented with reference # [redacted] Once again, thank you for taking the time to contact usI wish you a good day!Kind regards, Brenda J [redacted] IHG Case Manager Executive OfficeReference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT 84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Dear Mr [redacted] ,We have received your most recent contact via Revdex.comIt is regretful you remain dissatisfiedI appreciate the opportunity to further address your concernsAs an IHG® Rewards Club member, you may purchase InterContinental Ambassador statusPurchase of InterContinental Ambassador status entitles you to higher levels of recognition and to all published benefits of InterContinental Ambassador status valid only at InterContinental Hotels & Resorts properties worldwideStandard IHG® Rewards Club benefits apply when you stay at other hotels within the IHG family of brands - Crowne Plaza®, Hotel Indigo®, Holiday Inn®, Holiday Inn Express®, EVEN™ Hotels, HUALUXE™, Staybridge Suites® and Candlewood Suites®.Priority Club® Platinum members are our most valued customers and we appreciate your loyalty to our hotels, as well as your honest feedbackAs a Platinum member, you are always entitled to a free room upgradeThis benefit is at the discretion of the hotel to determine how much of an upgrade that they are able to extendUpgrade levels vary depending on their anticipated occupancy level and the types/locations of the rooms that are still available and not reservedThe upgrade can be to the hotel's Concierge or Club Level (for Crowne Plaza) or to the hotel's Executive Level or Executive Edition Level (for Holiday Inn brands)The upgrade can also be to the best available room and may include rooms on higher floors, corner rooms, or rooms with preferred viewsI am sorry you remain dissatisfiedTo be fair to all of our valued members we must adhere to the terms and conditionsI have forwarded your additional comments to our program executives for possible future enhancements.Regards,Brenda J [redacted] IHG Rewards Clubwww.ihgrewardsclub.com

Complaint: [redacted] I am rejecting this resonse because: Hi Brenda,Thank you for your further help.I am sorry about the inconvenience that this issue has brought up to both you and meThe only reason that I am working so hard on this issue is because I really did not make those transactions by myselfI do feel disappointed and a little bit angry when I tried to explain this to Hong Kong Intercontinental manager a while agoThey simply just refused to investigate more into this issueAnd that is why I had to address this to Revdex.com for your attention.As a frequent traveler, I do still like IHG hotels, therefore I sincerelyhope that this issue can be resolved properlyI look forward to hearing back from you.Thank you and Happy Thanksgiving to you Sincerely, [redacted] ***

Dear Mr [redacted] ,Thank you for your most recent contact to IHGI am sorry to hear of your dissatisfaction with our IHG Rewards Club programI appreciate the opportunity to assist.I have located your previous contacts and added your commentsI have forwarded your concern to our Corporate Liaison teamYour comments are documented with reference # [redacted] .Once again, we appreciate you taking the time to share your comments with usWe 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] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 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] ***

Hi Kristine,I have responded directly to MsKenya J [redacted] requesting additional information as I am not able to locate a reservation in her nameI would also like to further understand the situation to investigate to the best of my abilityI have asked her to respond to me directly as soon as possible with the additional informationRegards,Brenda J [redacted] Customer CareIHGPhone - [redacted] Fax: [redacted] Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms***,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 usAs our Fraud Department does a very thorough investigation I am sorry you were mislead with an unrealistic timelineAs it is right now the investigation has concludedYour 42,points have been returned to your account, which is available for immediate use if you chooseThis has been documented with reference # [redacted] Once again, I would like to thank you for contacting IHG regarding this matterYour 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.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,Thank you for contacting IHG regarding the billing you received from the Holiday Inn Atlanta Tucker/La Vista RoadI am sorry for the inconvenience of the situationI greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experiencedI have contacted the management of the hotel regarding the charges you received After researching the matter, the hotel has advised me they have issued a credit to your credit card account in the amount of $on 4/5/This credit represents a refund of the smoking charge you received and should appear on your next one to two billing statementsIf you have any questions or need further information regarding this credit, please contact your credit card company or bank directly.Once again, thank you for taking the time to contact usWe value you as our guest OR 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.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: I was promised a refund of the 'no show' chargeAlmost a week has passed, I have not seen the creditIs it another IHG lie? Also, how about the 'Chase Free Night'? Why couldn't I change a valid reservation and had to lose it? That's unfair and abusive!All in all, I cannot be more disappointed and upset at this experienceA simple reward redemption turned into a nightmareI ended up spending hours to inquire, to escalate, and to solve this unfair situationIHG simply closed my complaint without solving any of my complaintsI will not use IHG or recommend IHG to anyone in the future! Sincerely, [redacted] ***

Dear Ms***,I have received your notification regarding the Priceless Surprise PromotionI have not been able to locate any previous contacts from you regarding this concernI have documented your comments with reference # [redacted] As I do not have access to this IHG Rewards Club information I have submitted a request to IHG Rewards Club to investigate this claimI should have an answer for you by the end of the weekThank you for your patienceRegards, Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because:The Hotel is offering me compensation on one roomI had roomsBoth were equally disgustingI sent photos to the hotel for reviewThey still haven't looked at them! Sincerely, [redacted] ***

Dear Mr [redacted] ,I have received your most recent communication via Revdex.comI sincerely regret this continues to be a bone of contentionYour 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 all our guests.I have once again reviewed the situationI feel that your concerns were fully addressed in my prior email to you and do not see any additional extenuating informationThe email that you are talking about in no way is agreeing with your requestYou were instructed to call the service center to be advised accurately as the hotel does not make these reservations on property and because the availability changes very quickly and could not be advised via email 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 compensationOnce again, thank you for contacting Guest RelationsPlease rest assured that we value you as our guest and IHG Rewards Platinum Elite memberKind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,I have received your recent contact regarding your IHG Rewards Platinum Elite member accountI appreciate the opportunity to further address your concerns.Our Service Center has been trying to reach you via phone call but have been unsuccessfulThey have sent you an email per your request with the resolutionShould you have any further questions regarding their decision, please contact the IHG Rewards Club Service Center directlyYour comments are documented with reference # [redacted] .Once again, I appreciate you taking the time to share your comments with us I regret I am unable to assist you further in this matter.Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

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 experiencedI regret your dissatisfactionI urge you to familiarize yourself with the Terms and Condition of the programThe reason why you were billed was due to the hotel having held a room vacant, all night, in anticipation of your arrivalWe 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 officeI 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: 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 representedThis 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]

The reason for my rejection to IHG's resolution was they promised to contact me again, and I was sure they would notAs of today, Friday Feb17th, no one from IHG have reached out and my account is still in the same status as it was when creating this complaint [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is a step forward in the right direction Take note that escalating this to management and ownership may be one way out of many to address this I am not asking for much but what I am asking for will secure my continuing business with IHG and this particular location Furthermore, the information provided to me by phone from IHG Customer Relations (Tracey) and the information provided to me by the Front Desk Management did not line up which caused even more frustration at my end.Revdex.com, please ensure that both complaints are completed as mentioned in my detailed description Sincerely, [redacted]

Dear Mr [redacted] ,I have received your most recent contacting IHG regarding the misunderstanding of the Ambassador membership enrollmentI appreciate the opportunity to assistIt appears you signed up for the Ambassador membership via the internet yourselfHowever, as a onetime goodwill gesture the Ambassador Service Center has agreed to cancel the membership and refund the $feeAs you have already filed a dispute with your bank we do require a letter from the bank directly advising the status of this disputeOnce that is received we can move forward with the membership cancellationPlease be sure to have reference # [redacted] attached to all correspondence regarding this concernOnce again, thank you for taking the time to contact usYour patronage is valuedWe look forward to hearing back from you and being of further assistanceKind regards, Brenda J [redacted] IHG Case Manager Executive OfficeReference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT 84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Dear Mrs [redacted] ,Thank you for contacting IHG regarding the difficulties you experienced in booking your reservation for the Holiday Inn Express Vermillion, SDI greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experiencedIt is IHG's goal to consistently provide superior customer service and your comments are very important to usThe feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the futureWe appreciate the candid feedback we receive and welcome any opportunity to improveI have forwarded your comments to the management of the hotel's reservation office for review In addition, in an effort to retain your patronage, a credit has been issued to your account by the hotel in the amount of $This credit represents a refund of both reservations booked incorrectly, and should appear on your next one to two billing statements If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly.In addition, we have changed both reservations to Rewards Night and have removed 42,from your account20,points for each reservation and 2,points that were earned with the paying reservationYour current point balance is Once again, thank you for taking the time to contact us We value you as our guest and IHG Rewards Club memberI 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.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,Thank you for taking the time to contact usI would like to take this opportunity to explain the change we made to our program in April Starting at the end of we announced the new structure to our point expiration policy so that now all points will expire after months of inactivity IHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,IHG hotels or by redeeming points at least once every months(Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 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 April - every member has months from announcement to earn or redeem points to extend your point balanceWe made every effort to inform our membersFirst emails starting in announcing the policy change and then 90, & days prior to expiration The first expiration didn't occur until May From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accountsWe 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 and ensuring your contact information is correct." I sincerely hope this has assisted in clarifying your inquiryYour comments are documented with reference # [redacted] Once again, thank you for taking the time to contact usYour patronage and IHG Rewards Club membership is valued I wish you a good day!Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT