InterContinental Hotels Group

Dear Ms [redacted] , I have received your additional commentsI am sorry for any inconvenience this has causedI sincerely regret your 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 accountI cannot say why you did not see the emails that were sent to you, maybe they were directed to your junk file or inadvertently deletedPlease 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 updatedPlease be advised, to be fair to all of our members our position has not changed; expired points cannot be reinstatedTo 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/membAgain, thank you for your timeI 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 Ms [redacted] ,Greetings from IHG Guest RelationsThe hotel has advised they have tried to call you but have been unsuccessfulThey did leave a message inviting you to call them at your convenience and speak with Pam, Assistant General ManagerAs each property is individually owned and operated, IHG does not have access to the hotel's billing information As previously advised I have forwarded your concern to the hotel management for resolutionThey have reported they do not show any charge to your credit cardUnfortunately, we are unable to assist with this billing concernTherefore, we recommend contacting your bank or Credit Card Company directly.Unfortunately, our office is unable to assist you with this billing concernIf you wish to further discuss this you may contact the Assistant General Manager directly, as previously instructed.Regards,Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

***o Revdex.com,I have received your notification regarding Mr [redacted] ***'s concernI have located his previous contacts to our office with reference # [redacted] I have reopened the case and added his additional commentsI have contacted the hotel and will keep his case open on my desk till the hotel respondsI have also responded to the guest directly advising of thisRegards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,Thank you for contacting IHG regarding your stay at the Holiday Inn Express Chapel HillI 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 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 $107.00, on their behalfThis check represents a refund of your disputed amountYou will receive it under separate cover within the next 10-business days.Please be advised, IHG does not manage the day to day operation of the hotelWe are unable to make any concessions for upcoming room assignmentYou will need to contact the hotel directlyYour comments are documented with reference # [redacted] .Thank you for bringing this to our attentionYour patronage and IHG Rewards Club membership is very much valuedSincerely,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 your most recent contact to IHGI do apologize for the issues regarding your IHG Rewards account member I appreciate the opportunity to assist.I have located your previous contacts regarding this concernI see that it is currently being investigated by the Rewards Club Service center, they are in the best position to assistLestlie the handling agent will be in contact with a resolution as soon as possibleI have added your additional comments and contacted LestThis has been documented with reference # [redacted] Once again, we appreciate you taking the time to share your comments with usYour patronage and IHG Rewards membership is valuedWe 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: 801-975-1846Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I am sorry you remain dissatisfiedAs previously advised the mechanics of the promotion is there is a day delay to the points being postedI have forwarded your concerns to the program coordinators for future enhancementsWe do appreciate your patronage and IHG Rewards Gold Elite MembershipBest regards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [redacted] ,Thank you for contacting usI apologize for any inconvenience this situation has caused youI appreciate the opportunity to assistI have located an active IHG Rewards Club account for you with account # [redacted] with a point balance of 4,This is the reason you were receiving IHG Rewards Club noticesI have removed your email address from the account per your requestYou should no longer receive any email noticesI have not closed the account as you still may want to receive the benefits of being a member such as for one, free internet while a guest at our hotelsIf there is anything further we can do for you please contact us againYour comments are documented with reference # [redacted] .Kind regards,Brenda J [redacted] IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your notification via Revdex.comI have located your previous contacts and added your additional comments to the notes We do have a dedicated team that handles all the Best Price Guarantee issueThey 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 decisionIf 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-rateYo...⇄ comments are documented with reference # [redacted] .I regret I am not able to assist you furtherKind regards, Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mrs [redacted] ,Thank you for contacting IHG regarding your IHG Rewards Platinum Elite member account 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 account is of the utmost concern to usWe have forwarded your comments and information to our Fraud DepartmentAs it is imperative that they do a thorough investigation, I am sorry but we cannot hurry up the processI apologize for any inconvenience this has causedPlease continue to work with the IHG Rewards Club Service Center as they are in the best position to resolve your concern as quickly as possibleAlso, I wanted to respond to your comment, that the points are worth hundreds of dollarsThat is not an accurate statement, points have no monetary valueThis is noted in the Terms and Conditions of the program under #You can review this by using the following link, http://www.ihg.com/hotels/us/en/global/customer_care/member-tcYour comments are documented with reference # [redacted] Once again, thank you for contacting usYour patronage and IHG Rewards Platinum Elite membership is valuedYour patience is very much appreciatedKind 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***,Thank you for your most recent contact to IHG regarding the Holiday Inn Express Brentwood North-Nashville AreaI am sorry to hear of your dissatisfaction with the room conditionsI appreciate the opportunity to further address your concern.As previously advised, I see your concern is currently being handled by our Senior Case Manager office per your escalation requestThere has been extensive consideration regarding your claimsOur notes indicate you were contacted yesterday with a resolutionI encourage you to continue to work with that officeThey are awaiting your reply in order to proceed with the compensation that has been determinedOnce again, I appreciate you taking the time to share your comments with usYour patronage and IHG Rewards Gold Elite Membership is valuedI 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]

Hi Kristine,I have received your notification of this guest contactI have created a case in our office documenting the guests concerns with reference # [redacted] Guest has not provided enough information to assistI have sent him an email requesting additional information so that I may be of further assistanceRegards,Brenda J [redacted] Customer CareIHGPhone - [redacted] Fax: [redacted] Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,I have received your commentsI have also located your previous contactsAs your concern is being handled by our Senior Case Managers office I have forwarded your additional concerns to themThe will be in contact with you soonRegards,Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms***,I have received your notification of your concerns regarding the Holiday Inn Express Hillsborough (Durham Area)I appreciate the opportunity to assistI am however, genuinely sorry to learn of your issue with the pet policyI can certainly understand why this has left you concerned and I do completely regret the frustration that this has causedI have notified the hotel 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 address your concernYour 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

Complaint: I am rejecting this response because:This problem should never have happened in the first place I expect resolution, which is a return to my pre-issue status and points by August If this is not complete by that time, I will request legal binding arbitration from the Revdex.com My request during the arbitration will be for the return to my pre-issue status and points plus reimbursement of the $fee charged to me by the Revdex.com Sincerely, David Woodward

Dear Mr***,Thank you for contacting IHG regarding our Rewards programI am sorry to hear you are not satisfied with how our program worksPerhaps I can shed some light on this for you.Please be advised, the program does state very clearly how this is determined in the Terms and Conditions, Elite Membership #Points for Elite Status – For purposes of determining Elite status, IHG® Rewards Club points are classified as either Qualifying Points or Non-Qualifying PointsPoints earned from Qualifying Rates paid for hotel stays, spend on IHG® Rewards Club credit cards, select partner activity, IHG® Rewards Club Bonus Points Packages, and Qualified Spend through IHG® Business Rewards are considered Qualifying Points and are counted toward Elite statusA Qualifying Rate includes the following: non-discounted rate, standard corporate rate, worldwide sales negotiated rate, national/regional/local government rate and specified leisure rates as confirmed by the IHG reservation systemAll other point earning transactions, including points earned from IHG® promotions, Elite status bonuses, activation bonuses or select promotions offered through IHG® Rewards Club credit cards, select partner promotions, point vouchers, point purchases, point transfers, and point deposits, will be considered Non-Qualifying Points and will not be counted towards Elite status.It is never our intent to misinform our membersI sincerely apologize for this situation, however, it is your responsibility to be aware of the Terms and Conditions when agreeing to any program you become a member ofTo avoid situations such as this in the future please review the Terms and Conditions which are available on our website and at the following link: https://www.ihg.com/hotels/us/en/global/customer_care/member-tc#eliteIn addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued 1,points to your accountThese points will appear in your account within the next 7-business daysYour comments are documented with reference # [redacted] .Once again, I appreciate you taking the time to share your comments with usWe value your patronage and IHG Rewards Gold Elite MembershipWe know you have many choices when it comes to lodging and I 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

Hi ***,I have received your notification regarding Mr [redacted] ***I have documented them with reference [redacted] As there were several issues to address I have reached out to Mr [redacted] privately to obtain additional informationRegards,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 company failed to substantively respond to the Complaint, and merely directed me to others within their business I will proceed accordingly with Revdex.com arbitration or a small claims action Sincerely, [redacted]

Dear Mr**,I sincerely apologize you have not been contacted as of yetI have reached out to the IHG Rewards Club Service Center on your behalf and requested they get in contact with you as soon as possible even if they are not yet at a resolutionI know they take our IHG Rewards Platinum Elite Members concerns very seriously and I know they are doing everything possible to get this resolved I am confident they will be in touch shortlyThank you for your patienceRegards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,I have received your notification via Revdex.comI have also located your previous contacts to IHG Rewards ClubI appreciate the opportunity to further address your concernI am sorry for the misunderstanding regarding the "Accelerate 2016" promotionWe run the different promotions we have so our members have a fun way of experiencing our many hotels and earn points for the knowledge they gainAs you can understand this cannot be done by simply booking rooms with no intention of ever being thereOur Terms and Conditions have recently been updated and the information regarding the earning of points is now under #about half way down the paragraphIt states among other things, "You must have stayed in the room and paid for it in full to receive IHG® Rewards Club points"Once again, I do regret your dissatisfactionHowever, in order to remain fair to all of our members we must adhere to all the Terms & Conditions of the programYour comments are documented with reference # [redacted] .Thank you for contacting me and allowing me to explain our stanceYour patronage and IHG Rewards Platinum Elite Membership is valued and I wish you well with our future promotions.Kind regards, Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMER [redacted] ***Salt Lake City, UT

Dear Mr***,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 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 just logging into to your online account occasionallyI sincerely hope this has assisted in clarifying your inquiry Once again, thank you for taking the time to contact usI 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.OBox 30321Salt Lake City, UT