InterContinental Hotels Group

Dear Mr [redacted] ,Thank you for your most recent contact via Revdex.comI have again reviewed your concerns and regret your continued dissatisfactionYour comments have been documented on a formal level and will remain on permanent record here in the corporate officeI do apologize for your misunderstanding, however, Gold Ambassador Members are not exempt from the resort fees, breakfast and such as you have statedNor is room availability guaranteedAs I mentioned previously you are given a priority and our hotels do make every effort to accommodate your requests but it is not always possibleI 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 timeYour comments are documented with reference # [redacted] in my officeI appreciate you taking the time to bring this matter to our attention and allowing me the opportunity to explain the parameters of the programI 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.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your IHG Rewards Club concerns via Revdex.comI apologize for the misunderstanding and for the frustration it has causedI do appreciate the opportunity to assist youAs you have been previously advised the Kimpton Hotels are not yet part of our IHG Rewards Club; they have their own rewards club called Kimton KarmaI do understand that you were not aware of this at the time you booked your reservation from IHG website in good faith that you would earn your pointsI have reviewed your comments previously documented and I do agreeI have as a one-time goodwill gesture issued to your account [redacted] pointsThese points are available in your account right nowYour comments are documented with reference # [redacted] .I appreciate your loyalty to our hotels and your IHG Rewards Club MembershipWe look forward to hosting you again in the futureKind regards, Brenda Johnson Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your most recent contact regarding our Rewards programI am sorry to hear you remain dissatisfied with how our program worksPerhaps I can shed some light on this for youAs previously advised, your reservation was booked with a Third-Party Internet site and does not auto qualify to earn pointsPoints are awarded to you based on the rate you pay the hotelWhen you book through a 3rd party site, you are paying the 3rd party and not the hotelYou must book directly with IHG to get your pointsThis is a staple of the Rewards Club program and pertains to its entiretyJust to be clear, you have reached IHG Executive Corporate OfficeWe must be fair to all of our members, we do not issue points to non-qualifying reservationsYou 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 properlyYour patronage and IHG Rewards Gold Elite membership is valuedHave a fantastic day!Kind regards, Brenda J [redacted] Executive Office IHG® Customer Care Phone - 1-800-621-Fax: 801-975- Email - [email protected] Reference No [redacted] InterContinental Hotels Group AMER P.OBox Salt 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 My points were restored as requested without any issue I remain a loyal IHG customer, though I would recommend they find a way to improve their process for issuing a fraud claim Thank you very much Sincerely, [redacted]

Dear Ms. [redacted] ,Thank you for your most recent contact to Guest Relations. I appreciate the opportunity to assist you further and regret this continues to be an inconvenience for you.Our Hospitality Promise states that if any part of your stay isn't satisfactory and the management is not able to... make it right upon being notified, during your stay, you will not pay for that part of your stay. While we certainly regret the experience you had, we feel that appropriate compensation has been issued per our Hospitality Promise and are unable to offer any further compensation.I have however contacted the hotel on your behalf and requested that Jennifer, General Manager contact you directly to further discuss your concern. Your comments are documented with reference # [redacted] .Once again, we appreciate you taking the time to share your comments with us. 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 Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted] InterContinental Hotels Group AMER [redacted] ***Salt 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 meMy points of for my events have been credited to my rewards accountThank you for your assistance Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Revdex.com, please refer to fax submitted on 07/22/ Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I am aware of what it states, as I reviewed it numerous timesYour companies wording on this cancellation policy is what is wrong, because I never paid a depositI paid for the room in fullI was never told what my deposit would be should there have been oneAnd the following day the $was debited from my credit cardSince I don't see there was ever deposit taken out and instead was a full amount taken, that makes your cancellation policy null and void in my situationI am also doing everything through your companies mobile site which seems to be different than what you described to meWhich is also very misleading and may be lacking on some vital informationWhich also-does not state that thePoking is nonrefundableOnly the deposit +taxes is nonrefundableI also believe the time frames in which you said advance booking was available is not accurate to this issue Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID I have attached the picture of the email that was sent to me Sincerely, [redacted] ***

Dear Mr. ***,Thank you for your most recent contact. I am happy to hear your issue has been resolved. Your patronage and IHG Rewards Spire Elite Membership is valued. Have a wonderful day!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

Complaint: [redacted] I am rejecting this response because:Thank you for your swift reply to my initial email I wanted to provide a little additional evidence for my case, so I have attached copies of the direct email I received from "Mike" in your guest relations center as proof of my communication with IHG My initial email request for booking a two-bedroom villa was sent to the Gatlinburg Resort property directly, and then they forwarded it to IHG so that the points booking could be accurately completed My initial request was to use 100,points to book a bedroom villa for two nights Feb 23-25, and when Mike responded for me to call IHG with my credit card number in order to secure booking, this meant that he was willing to approve my request Otherwise, he would've clearly stated "No." In fact, I was delighted that he would grant my request as a Spire elite member of the IHG program, and I was very appreciative of the customer service that was offered to me That is, until I called IHG and they acted like they had no idea what I was talking about nor how to actually transfer the pointsYour email reply stated that there was no availability However, at the time of my initial request, and in the initial days thereafter, I was able to see online that there was still availability to book a two-bedroom villa I even called the front desk to verify, and the hotel front desk even called IHG on my behalf to confirm that they had the room available Room availability was never the issue- it was just a matter of IHG removing 100,points from my account and confirming my group in the villaTherefore, because the communication that was extended to us to book the room was not honored, and because we were left scrambling last-minute to secure alternate reservations at a much more expensive price out-of-pocket, we are asking for a complimentary 2-night stay at a Holiday Inn Club Vacation property in the future, or for the equivalent of 100,points for our account, in all fairness As a loyal and longtime IHG elite member, I hope you value my business and will grant us this fair resolution so we can resolve this matter Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:My concerns have not been given appropriate consideration. Mr. Scott G [redacted] was entrusted by the hotel's ownership to address these matters, however Mr. Scott G [redacted] is forcing us to accept his resolution and notwilling to come to any amicable resolution with us.Also because in IHG Code of Conduct it states, " the things IHG do to instill a culture of responsible business across the Group contribute to the credibility and value of the IHG brand and thier hotel brands, a critical role in providing consistently high standards of guest service and delivering each brand promise, thier values,the IHG "Winning Ways " including thier focus on ""Doing the Right Thing " and ""Show We Care " as well as their longstanding commitment to responsible business. IHG branded hotels: IHGfranchised hotels are independently owned and operated are independently owned and operated, however, all of our hotels and owners, both managed and franchised, have a shared commitment to responsible business. Guide more than 350,000 colleagues who work across IHG and thier brands, they have IHG'S Winning Ways-a set of every day behaviours based on the values IHG believe are important to IHG as a business and to thier guest. In light of this, My position is I do not accept this response, this response is not satisfactory I would like to proceed in this matter by accepting BBB's offer of legally binding arbitration to resolve this matter. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I do not agree with this. I stayed there for a matter of twelve hours and after calling the front desk multiple times because of the noise, and nothing was done, I chose to check out at 8 am and go to another hotel. A full refund should be issued. Jessica only agreed to issue a refund of $70. This does nothing for me. Sincerely, [redacted]

Hi ***,This issue has been resolved with the guestHe has been in contact with us directlyThe guest is satisfied and I have closed the caseRegards,Brenda J [redacted] IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

I suggest you listen to the phone conversations, which are always recorded, with both Charles and Emily The question is: was I misled or not? From the phone conversations,it is clear that both Charles and Emily are agreeing with my pointThat is why they opened up a case and Emily also asked what would I like to receive to resolve this issueI am not asking for a refund, but rather the right to a "free cancellation" as your website still states on the regular king size roomI also told Emily if they can't offer the "free cancellation" than perhaps a small break on the price to reflect the current price being offered online or even a pass to the lounge, just something to make up for my time and frustration spent on this issue Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Dear Mr [redacted] ,Thank you for contacting IHG Rewards Club regarding your accountI appreciate the opportunity to further assist youAccording to our records, you went online and booked a Points + Cash reservationThe hotel you chose required 60,points for nightYou agreed to use 50,of your points and pay $cashThe $went toward the purchase of the 10,points you needed to complete the bookingWhen the reservation was canceled, all of the points you used including the 10,points you purchased were returned to your accountThe $points purchase is non-refundableThis was agreed to online when the room was bookedAs such, when you cancelled your Reward Night reservation, a total of 10,points have been credited back to the account but no refund of $will be processed.Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Gold 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

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 members via their email address on file in their accountFirst 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." I 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 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***,I have received your most recent contact via Revdex.comYour concerns have been escalated to our Executive Office teamI have documented your additional comments and forwarded them to the Executive OfficeI encourage you to continue to work with themKind 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 Guest RelationsI appreciate the opportunity to assistI have contacted the IHG Rewards Club on your behalfThey have advised they have issued the 61,points to your account for the Accelerate promotion issueRegarding 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 investigateAs 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 liftingPlease forward the email to [email protected] with reference # [redacted] for investigationOnce again, thank you for taking the time to contact usYour patronage and IHG Rewards Spire Elite membership is valuedIf we can be of further assistance please let us knowKind 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 your most recent contact with Guest Relations regarding your experience with the InterContinental Buckhead AtlantaPlease accept my sincerest apologyWe initially underestimated the impact the situation had on youIn correspondence to your last email you stated your dissatisfaction with the resolution I have further reviewed your case, and in a effort to retain your patronage have requested an additional $check be sent to youThis represents one nights room chargeYou will receive it under separate cover within the next 10-business days.Again, thank you for your time I trust that you have experienced this higher level of service at our hotels and with our office in the past 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] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-Email - [email protected] No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT