InterContinental Hotels Group

Dear Mr***,Thank you for contacting IHG Rewards ClubI appreciate the opportunity to assist you.The IHG Rewards Club members are our most valued customers and we appreciate your loyalty to our hotels as well as your honest feedbackYour comments have been recorded and I have shared them with the management staff of IHG Rewards Club, which will in turn pass them on to our corporate executives that make decisions pertaining to future enhancements of our programYour comments are documented with reference # [redacted] .We look forward to serving you again in the future and hope that you will continue to use IHG as your preferred lodging of choiceYour patronage and IHG Rewards Platinum Elite membership is valuedShould you require further assistance, please feel free to contact the IHG Rewards Club Service Center.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

Complaint: [redacted] I am rejecting this response because: this response doesn't tell me anythingI am not satisfied Sincerely, [redacted]

Dear Mr [redacted] ,Thank you for contacting Guest Relations and I am genuinely sorry if this issue remains a cause of dissatisfactionI can assure you this is never our intention.While I do regret your situation, please allow me to explain again, when a reservation is made through a third party (such as Booking.com) your contract lies directly with themAs such, any cancellation requests, reservation changes or refunds must be made directly to the third partyI understand from reviewing your reservation details, that the terms of your booking were restricted and non refundable in the event of cancellation after February Regretfully, this is something that Guest Relations is unable to overturnI do also understand that you felt you were incorrectly advised by Booking.comAgain, as your reservation was made through a website that is not owned or controlled by IHG, I am limited in the assistance that I can provideIf you feel this situation was caused by Booking.com’s website being ‘unclear’, you would need to pursue this complaint directly with Booking.comI hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping forPlease rest assured your comments will remain on file and they will be used in our assessments of guest satisfactionRegards,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 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 the following information as I am unable to locate your reservation with the information provided:- The name the reservation was under as well as the IHG confirmation number.- Which IHG location you are referencing (city, state and address)- The dates of your stay and the amount of your nightly room rate.- 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] 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 additional comments and I do understand your dissatisfaction. For this I am sincerely sorry. We as a corporation made every effort we could to advise our members. I don't think I need to repeat myself as I have already advised on the numerous ways we announced the change in policy nearly 2 1/2 years ago. It is the member’s responsibility to stay familiar with their account details. Based on this we are unable to meet with your request for reinstatement of expired points and consider this matter closed.Please rest assured that we value you as a customer and IHG Rewards Club member. We look forward to being of service to you in the near future.Kind regards, Brenda J [redacted] Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted] InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Ms***,I have received your comments regarding the StayBridge Suites New Orleans French QTR/DWTN I appreciate the opportunity to further address your concerns.I have located your previous contacts to Guest RelationsI am happy to see you have come to an acceptable resolution with our Senior Case Manager MaryI have forwarded your additional comments to the hotel and documented them in the case # [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] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms [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 their point balanceWe made every effort to inform our membersFirst emails starting in announcing the policy change and then 90, & days prior to expirationIt was also announced on our website and posted in the individual accountsThe 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] 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 contacting IHG regarding the Holiday Inn Express Quincy I-I sincerely apologize for the experience as you have describedI appreciate the opportunity to assist I have forwarded your comments to the hotel management team for reviewI have asked the hotel to contact you directly via email within hours to discuss your concern and also to report back to my office with their findings.Per your request, I have closed the IHG Rewards Club account and removed all of your contact informationYour comments are documented with reference # [redacted] .Thank you for your patience.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***,I have received your contact via Revdex.com regarding your IHG Rewards Club accountI do regret the inconvenience and confusion of the situationI completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.I have forwarded your concerns to our Senior Office for review of the situationI have asked that they contact you to discuss and resolve your concernsYour concerns have been documented with reference # [redacted] .Thank you again for taking the time to contact usWe do value your patronage and IHG Rewards Club MembershipBrenda J [redacted] Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No [redacted] InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Ms***,I have received your comments regarding your experience with Club VacationsI am sorry for your dissatisfaction as you have described I have forwarded your comments to the Club Vacations management team for review as we do not have access to their bookings or billingI have asked the hotel to contact you directly via email within hours to discuss your concernYou can also contact them directly at ###-###-#### or ###-###-####Once again, thank you for taking the time to contact usWe value you as our guest and IHG Rewards Platinum Elite MemberI hope you will continue to choose IHG for your future travel needs.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 IHG regarding your experience with the Holiday Inn London - Kensington ForumAs an IHG Rewards Club member you are one of our most important guests, and I greatly appreciate you taking the time to bring this matter to our attentionI am very sorry to hear of your dissatisfaction with the room conditions, and the heater not workingI completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.It is IHG's goal to consistently provide superior service and accommodations 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 improve.I have forwarded your comments to the General Manager and ownership of this hotel, and I am confident they will take the necessary steps to continue to improve their services and ensure these issues are internally addressed and resolvedI happy to hear the hotel did move you to another room where the heat was workingIn addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued another 20,points to your account, on their behalf for a total of 40,pointsThese points will appear in your account within the next 7-business days.Once again, I appreciate you taking the time to share your comments with usWe value your patronage and IHG Rewards Platinum 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] 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 [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 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 you are staying current and to keep their contact information updated.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 reimbursementPlease rest assured that we value you as a customer and look forward to being of service to you in the near future.Again, 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

Hi ***,I have received your notification regarding Ms [redacted] 's concernsI have documented them in my office with reference # [redacted] I have also forwarded them to the Club Vacations management team as they are in the best position to assistI requested they contact Ms [redacted] within hours 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 Guest Relations regarding the Candlewood Suites Newark South - University AreaI am however, genuinely sorry to learn of your issue with the room assignmentI 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 concernYour comments are documented with reference # [redacted] .I do greatly appreciate your patience in this matterYour patronage and IHG Rewards Gold 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

Complaint: ***
I am rejecting this response because: You had my phone number and address yet no call or letter was ever sentThat is certainly proof that not ever effort was made to contact meIHG will lose my business and the business of my friends and family in the future as a result of your short sighted and inequitable hard line decision which is in direct contrast to your advertised policy on which I continued to relyIt is not in fact the clients obligation to stay informed- it is IHG's obligation to properly notify participants which IHG did not dueIHG did not adhere to their side of a bargained for exchange and I intend to continue this complaint until the equitable remedy is reached whereby my points are reinstated
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The point of being on an thrid party booking service such as Booking.com is to reach customers that for some way you wouldnt been able to reach them, great part of your market goes to this websites so the point is to make them feel that they will reach fares that werent been able to get in some way, thats because the fares are being in a competition of a full informated market, if you think that you could go on own youre way betting against maybe 70% to 80% of youre market, thats up to IHGEither way, to stay up in the market you need to participate in this kind of their party booking systems, thats why they exists, you maybe dont win on a single client but in big sum of clients, you will end up wining more.Going to the point, why should I claim my refund to Booking.com if they never made a charge to me and the Hotel did made the charge, thats the point why Im not makeing the complaint against Booking.com because they stayed up on the reservation conditions, the Hotel brooke them, if they made a charge to me them I would file a complaint against themIf youre are feeling that this werent the conditions, so, ask for the money to Booking.com not to the final client.By sens of Marketing, this strategy is absolutely the worst one, you have not also lost a client but also won a bad reputation for any people that will ask me for advises on Miami (and I do travel a lot, wining a good reputation its hard, losting it is aesy as in seconds) or a bad review on the website that for sure I will put my case on Booking.com, for an amount that isnt so mutch for IHGThis feels like wining money on a realy BAD way
Sincerely,
*** ***

Dear Mr***,I am sorry you feel this wayI have reviewed all the notes regarding this claim. However, to be fair to all of our guests we must adhere to the Terms and Conditions that are set for this programI have documented your additional comments to reference #***.Have a nice day.Regards,Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Hi Kristine,I have received your notification regarding MsKenya J***'s concernsI have located a case #*** previously opened in our office regarding this concernThe hotel has been contacted and responded stating they have advised the guest they did not receive payment from Booking.com
They did authorize the card and charge the guest for the stayThe authorization hold will automatically drop off according their banks individual policyI have responded to the guest directly advising of this. Regards,Brenda J***Customer CareIHGPhone - ***Fax: ***Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have located your previous contacts to IHG Rewards Club Service CenterI have also called the Service Center on your behalfThey have advised you were already given credit for entries in your accountThey have manually deposited an additional entries of points each
which is a total of entries as you have advised you sent inThey have deposited the missing entries for a total of 26,pointsIf you have any questions regarding this transaction you must contact the IHG Rewards Club Service Center directly. Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your additional comments and I am genuinely sorry if this issue remains a cause of dissatisfactionI can assure you this is never our intention.As previously advised, when a reservation is made through a third party (such as Priceline) your contract lies directly with themAs such, any cancellation requests or reservation changes or refunds must be made directly to the third party. It also appears the rate you chose was a discounted restricted rateWhile I do regret your situation, I understand that the terms of your booking were restricted and non-refundable in the event of cancellationRegretfully, this is something that Guest Relations is unable to overturnYou must work with Priceline. Again, as your reservation was made through a website that is not owned or controlled by IHG, I am limited in the assistance that I can provideIf you feel this situation was caused by Priceline’s website being unclear, you would need to pursue this complaint directly with Priceline. We recommend to avoid this type of frustration, in the future, book directly with IHG via IHG.com, the hotel or Central Reservation Office at 1-800-HolidayThis would allow the hotel to assist with any issues with our bookingYour comments are documented with reference #***.I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping forPlease rest assured your additional comments will remain on file and they will be used in our future assessments.Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No109520870InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT