InterContinental Hotels Group

Hi ***, I have received your notification regarding Mr [redacted] I was unable to locate a valid reservation for this guest to determine exactly the particulars regarding his concernsI have reached out to Mr [redacted] directly requesting additional information so that I can further investigate his commentsI have documented this in my office with reference # [redacted] .Regards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG Rewards Club regarding your accountI appreciate the opportunity to assist youI have contacted the senior staff for IHG Rewards Club and I spoke with LaLaineShe has advised she will contact Hertz again on your behalf and be in direct contact with you within daysYour 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 Spire 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 - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,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 MemberI do apologize for the billing issue as you have describedI appreciate the opportunity to assistI 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 resolve this issue to your satisfactionYour comments are documented with reference # [redacted] .I do greatly appreciate your patience in this matterYour patronage 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 Mr***, Thank you for contacting IHG I appreciate you taking the time to bring this matter to our attention, and apologize for any inconvenience you may have experiencedI have documented your comments under reference number [redacted] However, before I can continue, I need you to reply to this message and provide us with the following information:- The confirmation numbers the reservations were under.- Which IHG location you are referencing (city, state and address)- Your IHG Rewards Club number (If applicable) Once again, thank you for taking the time to contact us I look forward to hearing from you and being of further assistance Sincerely,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

Complaint: [redacted] I am rejecting this response because: I simply do not want to proceed with this Sincerely, [redacted]

Dear Mr [redacted] ,I have received your additional commentsI would like to extend further apologies for the inconvenience this situation is continuing to cause.In correspondence to your last contact you stated your dissatisfaction with the resolutionI have once again reviewed the situationOur agents are trained to actively listen to your concerns but in no way did they ever agree, but empathized with your commentsI feel that your concerns were fully addressed in our prior email to youAs there is no error on our part we are unable to issue any compensation.I understand that this is not the response you were hoping forYour 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] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Hi Kristine,I have received your notification of the complaint from MrB***I have documented the guests concerns with reference # [redacted] I have also sent the guest an email which is documented in the caseWe have asked the hotel to again review the concerns and respond back to the guest and directly to my office with resolveRegards,Brenda J [redacted] Customer CarePhone: [redacted] Fax: [redacted] IHGInterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: [redacted] I am rejecting this response because:IHG may be the only people that consider 12/15/as having more than one night To me one free night means that the first night of my reservation would be free The cost of the first night to me is $620.I have had numerous people read over the terms and conditions, each agreeing with my interpretation I understand now that a night is understood differently in the hotel business I would suggest that this is defined in the terms and conditions.It is pointed out that the word room is used rather than rooms It does not exclude rooms though There is quite the list of exclusions with no mention of multiple rooms I have additional questions and when I just called the number listed at the bottom of IHGs response and was told that I cannot be connected with the agent that responded I then gave them my reference number I was put on hold for a few minutes before hearing an automated message that customer care was closed, normal, business hours, etc and disconnected Despite the agent I was speaking to having my reference number and therefore my contact information, I have not been called back.I have never filed a formal complaint about anyone/anything before IHG has honestly been the worst customer service experience of my life Sincerely, [redacted]

Dear Mr& Mrs***,I am sorry that my response to you is not what you wanted to hearHowever, I cannot offer you any additional information or assistanceYou still need contact the Best Price Guarantee department via email as previously advisedI am not in a position to override their decisionRegards,Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr [redacted] ,I have received your comments via Revdex.comI am sorry you have experienced difficulty in booking a room at the InterContinental Miami At Miami CtrI do appreciate the opportunity to assistI have just now checked the hotels availability for Reward Night or Points and Cash reservationsThe hotel does have rooms available for 35,points a night on your requested dates March for nightsYou don't have enough points in your cache, but you can do a Points and Cash transactionI can only assume when you called earlier the Reward Night allotment had been filled but has since opened up again due to a cancellationPriority Club Rewards nights are similar to other special ratesOnly so many rooms per night are available for Rewards Nights, similar to Triple A or AARPWe always recommend booking as soon as possible to ensure availability of Reward NightsPlease contact our IHG Rewards Club Service Center for assist in bookingThe phone number is located on the back of your card.Once again, thank you for taking the time to contact usWe do value your patronage and IHG Rewards Platinum Elite MembershipKind regards, Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms***,I have received your most recent contact via Revdex.comI appreciate the opportunity to further address your inquiryYou stated you didn’t find where it says it is non-refundableI have gone thru each step of the booking process, and I am using a random date because the prepaid rates are usually only available a week ahead of timeI will point out where and what it says below:First you choose your locationThen you choose your room typeUsually the first type of reservation is the Book Early and Save or the IHG Reward Club Advanced purchaseBook Early & Save - Advance PurchaseNon-Refundable RateDeposit requiredBreakfast includedMust book days in advanceOnly days left to book!Average Nightly RateView Rate DetailsThen your next step is to choose book this roomOn the left-hand side, it states the hotel location details.Average Nightly Rate: USD Rate Type: YOUR RATE by IHG® Rewards Club Advance Purchase Deposit Required:A deposit for the entire stay is due at time of booking.Estimated Total Price ‡ USD View Rate Description and Rate RulesCancel PolicyCanceling your reservation or failing to arrive will result in forfeiture of your depositTaxes may apply.Also, under View Rate Description and Rate Rules:Rate Description and Rate RulesRate Type: YOUR RATE by IHG® Rewards Club Advance PurchaseRate Description: Additional savings for IHG® Rewards Club members.Rate Rules: ADVANCE PURCHASE REQUIRED Must purchase at least days in advance.Deposit Required: A deposit for the entire stay is due at time of booking.Cancellation Policy: Canceling your reservation or failing to arrive will result in forfeiture of your depositTaxes may apply.Average Nightly Rate USD per room, per nightRate Information Per Night for roomsTerms and ConditionsI certify that:I have read and accept the Terms of use.I have read and understand the rate description and rate rules for my reservation.You must click I certify that you have read the terms and conditions, before you get a confirmation numberI hope this helps to answer your questionsAs you can see we have it mentioned several times in several different placesTo inconvenience our guest is never our intention, but rather to offer deals to our guests that are sure of their plansWe do offer a number of other rates that are flexible and allow changes and cancellation without penaltyAlso, please note, I opened up the link you provided and it does state in bold letters - "Cancellation Policy Canceling your reservation or failing to arrive will result in forfeiture of your depositTaxes may apply." Once again, thank you for taking the time to contact usYour patronage and IHG Rewards Club membership is valuedWe hope to have you as our guest again soonHave a fabulous 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

Dear Mr***,Thank you for recent email regarding the Holiday Inn Club VacationsI appreciate the opportunity to further address your concerns.My office does not oversee the presentation tours or package sales at the Holiday Inn Club Vacation resortsIHG yields the day to day operations of Holiday Inn Club Vacations to their individual property management teamOur IHG Guest Relations office is unable to assist you, as we do not have access to the Holiday Inn Club Vacations reservations, tour details, billing or contract informationHoliday Inn Club Vacations and Orange Lake Resorts have their own Guest Relations and Sales offices to assist youFor further assistance, please continue to work with the management of the Orange Lake ResortsI have provided their contact information as follows:- HCV Tour/Marketing office complaints or help: 888-427-2947- Customer Service for TOUR: 1-800-353-1966- Customer Service for Club Vacations: 407-239-2299Once again, thank you for contacting usI regret that I am unable to assist you furtherYour patronage and IHG Rewards Membership is valuedI sincerely hope this experience will not deter you from using IHG in the future and you will allow us another opportunity to demonstrate the high standards of customer service of which we are proud.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 Ms. [redacted] ,I have received your notification via RevDex.com. I apologize that you remain dissatisfied. I have reviewed the multiple contacts we have had regarding your concern. As you have been advised on several occasions per the Terms and Conditions we are not able to... honor your request for multiple rooms. Any additional concerns you may have must be submitted via email with the Best Price Guarantee http://bit.ly/1OnLkpw. I am not in a position to override their decision as they are the experts on the rules of the guarantee. I know this is not the answer you were hoping for, I do apologize for that. I am pleased you did get the one room validated. To be fair to all our guests we must adhere to the Terms and Conditions of the program you can view here http://bit.ly/1FUJ06D. It states several times "room" never rooms, also "Guests are only able to claim one (1) free night per stay at an IHG hotel globally, regardless of location.”I hope this clears up your continued dissatisfaction. We do value your patronage and IHG Rewards Club membership. I hope you do enjoy your stay. Have a fantastic day!Kind regards,Brenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted] InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi ** [redacted] ,I have responded via your personal emailBrenda

Complaint: [redacted] I am rejecting this response because: To lie and say there was not any late checkouts given is bad business, I witness this right in front of meAdditonally ISI stated they did not offer it and yet offered it to a white family in my presence.No further contact is needed as I furthering the matter in civil court Please forward me the registered agent for this establishment 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 meI will wait the days Sincerely, [redacted]

Dear Ms [redacted] ,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 accountOur decision stands as we are unable to reinstate expired pointsPlease 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] 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]

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***,I have received your comments regarding your experience with the Holiday Inn Akron West - FairlawnI am sorry to hear of the overall dissatisfaction of your stayI completely understand your disappointment and inconvenience this situation may have caused you.As each property is individually owned and operated, IHG does not have access to the hotel's billing informationUnfortunately, we are unable to investigate and resolve this billing concernWe have been advised by Bianca, Manager on Duty at the hotel, they only see one charge of $processed through their system on 07/10/with your MC ending in ***Therefore, we recommend contacting your bank or credit card company directly for further assistance.I have read through your previous contacts and I see you have accepted a check for $as compensation for the service quality issues you reportedYour comments are documented with reference # [redacted] Once again, thank you for taking the time to contact usWe value you as our guest 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

Dear Mr [redacted] ,I have received your additional commentsI 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 filePlease 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 everKind 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