InterContinental Hotels Group

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

Dear Mr [redacted] ,I have been in contact with the IHG Rewards Club Service Center on your behalfI have been advised by Myra, Project Manager that she has issued compensation to bring your account up to an even 900,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.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: If you truly read the notes you would know that I provided correct address at the time of the reservation in May In August, shortly after my stay in July I moved to CaliforniaYour company is ignorant of the fact that people move, and when making reservations far in advance like I did, you need to have policy to accomodate thisI'm offering you last chance to send me the funds that you owe me to my new address before I will file small claims lawsuit in my court 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 Mr***,Thank you for contacting IHG Rewards Club regarding your accountI appreciate the opportunity to assistI have located your previous contacts to IHG Rewards ClubI have added your comments to their documentationI see they have responded to you directly just this morningAs IHG Rewards Club Service Center is best placed to address and resolve your concern, I urge you to continue to work with themYour comments are documented with reference # [redacted] .Once again, thank you for taking the time to contact usYour patronage and and IHG Rewards Spire Elite membership is valuedKind 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 Ms***,Thank you for your most recent contact to IHG I appreciate the opportunity to assist.I have been unable to locate your reservation for the Crowne Plaza as you have statedThe confirmation number [redacted] is for another hotel and confirmation number [redacted] was unable to be located with your namePlease provide the confirmation number for the reservation the Crowne Plaza made for youPlease reply to this email with your additional informationYour comments are documented with reference # [redacted] .Once again, I appreciate you taking the time to contact usI look forward to hearing back from you and being of further assistanceKind 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

We received the following message from the business regarding this complaint: Dear Mr [redacted] ,Thank you for your recent email regarding your stay at the Holiday Inn Miami Beach - OceanfrontI appreciate the opportunity to further address your concerns.I have checked the hotels webpage, as the reservation was booked via the website not by the hotel or Central Reservation OfficeIt clearly states the parking charge right on the first pageParking charge is validThere are no hidden chargesHowever, I did forward your complaint to the hotelI received a copy of the email sent to you from the General ManagerIt states as a goodwill gesture they are willing to work with you and invited you to call them if you were interestedTheir phone number is Your comments are documented with reference # [redacted] .Once again, I 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 needsKind regards, Brenda J [redacted] IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT Brenda J [redacted] | Correspondence Specialist Executive Office|IHG® |Customer CarePO Box Salt Lake City, Utah USAhttp://www.ihg.com| [redacted]

Dear Ms***,I sincerely regret your continued dissatisfactionThis is never our intentAs previously advised, we made every effort in a 2-year transition to make sure our guests were advisedI am sorry you did not receive the information sent to your email address that was listed in your accountPlease 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 needsIt is the member’s responsibility to stay familiar with their account details and ensure their contact information is updatedAgain, 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 guestYour 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-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,Thank you for contacting IHG Guest Relations regarding the Accelerate Change your view promotionI am sorry to hear of your misunderstandingI appreciate the opportunity to further address your concern.As you have been previously advised Holiday Inn Express hotels and Holiday Inn hotels are two different types of hotels and clearly offer different amenitiesAs your targeted offer is for Holiday Inn hotels a stay at Holiday Inn Express does not qualifyIn order to be fair to all of our members we have a policy to follow and unfortunately you did not qualify for the offerYour 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 Platinum Elite MembershipShould 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.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because I finally received my points yesterdayBut that is only after I called the 9th time and argued with them and they finally manually added the points to my accountThat is only one problem.However I tried to share the points 500, and again yesterday as they respondedBut then I got the same problem as last timeThe system showed "pending" and the recipient didn't receive anythingAs expected, these request will disappear several days later and no point will be sharedThat is exactly the problem with so-called customer service of IHGI contacted them times, they always gave me excuse like "wait", "try again", "everything is fine" to turn me awayNo one did even look into the problem let alone solve the problem for the customerI already wasted too much time by contacting IHG customer service timesSo I requested IHG to return the share points that I earned immediately, i.eright nowNo game playing again Sincerely, [redacted] ###-###-####

Please advised that we mailed a check # [redacted] to [redacted] in the amount of $on January 3, As to the missing screws, the screws were there upon installationHowever, when the sheetrock is installed the screws are sometimes removed by the sheetrock installers so that the sheetrock lies flatAs to the circuit tripping when the outside lights are turned on, we have an appointment to go there on Friday, January 13thIf you should have any further questions regarding the above, please feel free to contact usVTY, MAC Electric

Dear Mr [redacted] ,Thank you for contacting our office regarding your experience with the IHG Rewards ClubI apologize for any inconvenience this situation has caused you I have forwarded your email and information to our Executive Office for reviewAs you have requested to escalate your concern, it is now out of my handsThe Executive Office is aware of your concern and will respond as soon as they canFor your records, your concerns have been documented under our reference number [redacted] We greatly appreciate your patienceThe Executive Office will respond to you as soon as possible.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] ,Thank you for contacting IHG via Revdex.com regarding the InterContinental Moana Beach, Bora BoraI apologize for any inconvenience this issue with the unknown charges you received has causedI do appreciate the opportunity to assistI completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provideI 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 guestsIn addition, in an effort to retain your patronage, I have requested a check be sent to you in the amount of $120.00, on their behalfThis check represents a refund of the shuttle boat chargeYou will receive it under separate cover within the next 10-business daysThank you for bringing this to our attentionYour patronage and IHG Rewards Platinum Elite Membership is very much valuedKind regards, Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mrs***,I have received your comments regarding your recent stayI would like to apologize for the unsatisfactory room conditions as you have describedI understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.I have located your previous contact and have added your commentsI see you have requested to escalate to our Senior OfficeAt this time I must yield further handling to themThey will be in contact with you shortlyYour comments are documented with reference # [redacted] .Thank you for your timeI trust that you have experienced a higher level of service at our hotels and know that we do care about you as our guest and IHG Rewards Club memberYour business is valued and we look forward to making your future stays with IHG the best ever.Sincerely, Brenda J [redacted] Case ManagerIHG Guest Relations PH: ###-###-####Email: [email protected] # [redacted]

Dear Mr& Mrs***,Thank you for contacting GuestI am however, genuinely sorry to learn of your issue with the Club VactionsI can certainly understand why this has left you concerned and I do completely regret the frustration that this has causedI have notified the senior management of your comments and I have asked that they contact you within the next hours to further discuss this issueThey are best placed to assist and I am confident they will do what they can to resolve this issue to your satisfactionYour comments are documented with reference # [redacted] .I do greatly appreciate your patience in this matterKind regards,Brenda J [redacted] IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,Thank you for contacting IHG regarding your reservations at Candlewood Suites New BernI appreciate the opportunity to address your concern After further research, I have found your reservation was originally booked under the advanced purchase rateWhen you chose this rate online, it stated it was fully prepaid and nonrefundable if you cancel, more than onceThese terms were agreed to online before the system would give a confirmation numberWe fully support the restrictions of this rate and are unable to process a refund.For future reference, we offer this rate to people who would like a discount and are sure of their plansThere are other options when booking online that are more flexible and allow you to cancel.As a goodwill gesture sometimes a hotel is able to allow a date changeHowever, in these situations if on the day that is chosen the rate is higher the guest will be responsible for the difference in rates and if it is lower there will be no refundThis has been documented with reference # [redacted] .Thank you again for contacting usWe do appreciate your business and hope to have you as our guest in one of our hotels soonSincerely,Brenda J [redacted] IHG Customer CareExecutive OfficePhone - 1-800-621-0555Fax: 801-975-email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because: I am still not satisfied with the outcome of your findingsI did call in within a few hours after the expiration date in an attempt to have the reservation date amended while traveling abroad for a family emergencyI called back and the representative I spoke with was not clear in describing the affects of changing my date and booking a separate reservation with the borrowed pointsBetween myself and my partner, we have enough points to book the preferred dates where a loan was not neededThe outcome of that phone called resulted in me effectively losing a reservation and going in a negative points balance for one reservationI am most annoyed with the wasted time and effort to correct this.I have a been a loyal IHG member and paid for the Ambassador membership, in the course of my loyalty, I have never called in to dispute a chargeIn the process, I have accumulated a few thousand points and paid to stay at IHG properties around the worldWhat I am asking, and I believe this is a fair request is to redeem my to redeem original Chase certificate for June at Intercontinental Da Nang on June 23, I do not want to redeem the 5,points offered in lieu of the certificate, which is what I’m being offeredIf I can’t use the certificate for that date of travel, my next suggestion was to reinstate the original reservation date and I will work it out with the hotel directlyIf this can’t be done, I will want to terminate my relationship with IHGI will redeem the remaining points, and take my business elsewhereI can’t have a hotel loyalty program who wants my business and money for Ambassador status, but does not in good faith try to help out its loyal customersI also want to stop other people from falling into this trap, so I will contact the necessary consumer action groupsSincerely, [redacted] Sincerely, [redacted] ***

Hello ***,I have received your notification for Ms [redacted] I have documented her concerns with reference # [redacted] I have also reached out to her privately with an acceptable resolutionHave a nice day!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 originally advised this would be escalated and I would be contacted within hours by the Executive Office of IHG I still have not been contacted and it has been over 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]

Complaint: [redacted] I am rejecting this response because:That is fine but they need to mention their policy before you check inI could have been in the bathtub with my headphones on when the housekeeper came into the roomI am very outraged with this policy and I will never stay in another igh hotel again regardless if it's corporate owned or individually owned thank you for your time and help Sincerely, [redacted]