InterContinental Hotels Group

Complaint: ***
I am rejecting this response because:This response shows exactly my problem with IHG customer serviceThey didn't even read my messageIt was clearly stated that, I tried to re-share the points according to their response first time and I got the same problem with sharingI need a solution to this problem and they just gave the unrelated blah-blah to turn you away
Sincerely,
*** ***

Dear Ms***,I have received your comments regarding your hour hold reservation at the StayBridge Suites CarlsbadI appreciate the opportunity to address your concerns. As you mentioned your reservation was booked with a hold awaiting a credit card to be confirmedAs you were
advised you had hours to call back with a valid credit card to confirm the reservation and rate you agreed onIf a credit card is not attached to the reservation within hours it auto cancels and the room you were holding is released and put back into inventory. I am sorry you misunderstood the terms of a hour holdAfter further review I cannot determine an Agent error as a credit card is always required when confirming a reservation. I understand that this is not the response you were hoping forHowever based on the above we are unable to meet with your request for reimbursementPlease rest assured that we value you as a customer and IHG Rewards Club memberWe look forward to being of service to you in the near future.Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG regarding the difficulties you experienced with booking your reservation for the Holiday Inn Club Vacations We greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experiencedI
do understand your disappointment and frustration as this is not the service we expect for our guests. It is IHG's goal to consistently provide superior customer service and your comments are very important to us The 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 future We appreciate the candid feedback we receive and welcome any opportunity to improve. I have called Holiday Inn Club Vacations Customer Service on your behalfThey did provide the number ###-###-#### to give you to call for reservation assistanceI did call the number and it is a working number and does provide the option of leaving your phone number for a call backI also requested that Supervisor Chiara call you to further discuss your concernsYour comments are documented with reference #***.Once again, thank you for taking the time to contact usWe value you as our guest and IHG Rewards Spire Elite MemberI hope you will continue to choose IHG for your future travel needs.Kind regards, Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your most recent contact via Revdex.comYour comments are greatly appreciated, since they give us the opportunity to uphold our standards and to ensure that we provide the same high quality of service to all our guests.I have once again reviewed the situationI feel that your concerns were fully addressed in my prior email to you and truly hope that you will review the terms and conditions of our wonderful free program and see what great opportunities it allows our members when used properly.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.Once again, thank you for contacting usYour patronage and IHG Rewards Platinum Elite Membership is valued. Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for contacting IHG regarding your experience with the Holiday Inn Express and Suites HoustonWe greatly appreciate you taking the time to bring this matter to our attention and apologize for any confusion surrounding this hotel's pet policy Many IHG
properties are franchised, independently owned and operatedIn this case, the hotel management and ownership determine their own pet policy, often times in compliance with local ordinancesIHG is not involved in the development of this individual hotel policy.I have reviewed the many notes regarding your concerns, at no time has there been any indication of compensation of reward pointsIn fact the contrary is what has been documentedAs previously requested please provide any documentation advising otherwise. I have forwarded your comments to the General Manager and ownership of this hotel for reviewIf you would like to discuss this matter further or require any further information, please contact the hotel directlyThe telephone number for the hotel is ###-###-####. Once again, thank you for taking the time to contact us We value you as our guest and IHG Rewards Gold Elite MemberI hope you will continue to choose IHG for your future travel needs. Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I do apologize for the difficulties you have encounteredThis is not the experience we would expect for our most valuable IHG Rewards Platinum Elite Member.I have forwarded comments to our IHG Rewards Club experts and asked they investigate and get back with you and me regarding the
outcomeI will respond as soon as I get a resolutionYour comments are documented with reference # ***.Thank you for your patienceYour patronage and IHG Rewards Platinum Elite Member is valued.Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because: I was lied too and cannot get my money back They can definitely issue a refund but they would rather rip people off I was told over the phone that I could not get my 43,points but they were able to issue me 10,points How can you say you can not give me the points I earned, but give me some bogus 10,points? You could get my refund or points but you don't want to If it stated in the terms and conditions that you physically had to be there I can accept that and would be fine with not getting the points, but I was still told over the phone that by reserving a room this way and not staying was acceptable, once again I have screen shots of when I called and Im sure they have it recorded since they state "calls my be recorded for informational purposes", I want at least my money refunded
Sincerely,
*** ***

Dear Mr***,I have received your recent contact regarding the Holiday Inn Club VacationsI appreciate the opportunity to address your concerns.My office does not oversee the presentation tours 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 information. Holiday 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: 888-427-2947Customer Service for TOUR: 1-800-353-1966Customer 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 Club 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*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because as previously stated the response includes a link that just goes back to filling our the claim formThis link has no contact information to call this department directly.I've dealt with this department via email and have come to a stalemate with them simply stating that their decision is final and they cannot provide me proof as to how they came about this decision.I must reiterate again that IHG advertising a policy that it is not willing to uphold is considered - atleast in my eyes - deceptive business practices and should not be tolerated by a company of this size.The whole "Best Price Guarantee" department should immediately be under investigation and my complaint should be further moved along the chain of command.Thank you. Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have already contacted IHG Best Price Guarentee Team and I don't agree with their explanationThis is why I am submitting this claim to Revdex.com now
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I named IGH specifically because it is the parent company of the Holiday Inn Club Vacations. There was no contact information listed on their site, and the current email I have for complaints is being unanswered. I'm rejecting this because you have all the information you need to contact someone in your child entity and get this taken care of. Simply saying "this isn't our problem" isn't good enough when IGH benefits directly from my money flowing into your organization.Thank you for your response
Sincerely,
*** ***

Dear Mr***,I do regret your dissatisfaction regarding the IHG Rewards Club. As previously advised, the policy regarding points expiration changed years agoWe as a company have made every effort to inform our members via website posting and numerous personal emailsWe do value your patronage, however, to be fair to all of our members we must adhere to the terms and conditions of the program. Thank you again for contacting usI do hope you are feeling better. Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for recent email regarding the Holiday Inn Club Vacations I appreciate the opportunity to further address your concerns.My office does not oversee the presentation tours 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 information. Holiday Inn Club Vacations have their own Guest Relations and Sales offices to assist youFor further assistance, please continue to work with the management of the Holiday Inn Club VacationsI have provided their contact information as follows:HCV Tour/Marketing office complaints or help: 888-427-2947Customer Service for TOUR: 1-800-353-1966Customer Service for Club Vacations: 407-239-2299Once again, thank you for contacting usI regret that I am unable to assist you furtherYour patronage 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*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:I have called the number provided in their response multiple times and am constantly told the same thingThe charge was made by an IHG representative (or at least that's what he made me believe) so IHG should be able to do something to obtain my refund
Sincerely,
*** ***

Dear MrW***,Thank you for contacting IHG regarding your stay at the Holiday Inn Express Detroit-BirminghamI appreciate the opportunity to assist. I apologize for not having the information of which hotel you had stayed atNow that you have advised it was in Michigan I have contacted the correct hotelI 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.Thank you for your patience.Kind regards,Brenda J***Customer CareIHGPhone - ***Fax: ***Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your comments regarding the Best Price GuaranteeI do appreciate the opportunity to address your concern. I do apologize for any inconvenience or misunderstanding there may have beenWe have a dedicated group that handles all of the Best Price Guarantee
processesI am not able to override any of their actionsYou must contact them directly via email for any additional assistanceThey can be reached via this link http://www.ihg.com/hotels/us/en/customer-care/best-price-guarantee.Thank you for your patronage and IHG Rewards Club Membership. Kind regards, Brenda J*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I have received your comments regarding your IHG Rewards Platinum Elite Member accountI am sorry to hear of the difficulties you have encounteredI appreciate the opportunity to address your concerns. The IHG Rewards Club members are our most valued customers and we
appreciate your loyalty to our hotels as well as your honest feedbackI have located your previous contacts and see there is an extensive investigation into your claimsYour comments have been recorded and I have shared them with the Handling AgentThey will be in contact with you very soon with a resolutionYour comments are documented with reference #***. I thank you for your continued patienceYour patronage and IHG Rewards Platinum Elite Membership is valued.Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:IHG, please read my initial complaint and resolution again and don't throw the ball at someone else - Canadian consumers should not be responsible to cover shipping and border charges to get a defective item replaced - that defeats the purpose of a "WARRANTY". Plus, IHG should get Canadian distributors to prevent this from happening.I do not care who supplies the consumer with items either purchased or obtained by redeeming IHG Rewards Club Points - the fact remains that I am dealing with IHG Rewards Club and you have an obligation to provide non-defective itemsI have also checked with Apple concerning my MAC Mini I got though my IHG Rewards Club Points and they will not honour a warranty that is not theirs. So I have blown a tremendous amount of points on a useless piece of hardwareThere is only options here:Option 1: IHG provides replacement of cable with points as per initial resolutionOption 2: IHG accepts the return of the MAC Mini with cable and returns the IHG Rewards Club Points to my account in fullOption 3: I contact Media and publish story through Social MediaIHG, let's talk and resolve this
Sincerely,
*** ***

Dear Ms***,Thank you for contacting our office regarding your experience with the IHG Rewards ClubI apologize for any inconvenience this situation has caused youFor your records, your concerns have been documented under our reference number ***. I have forwarded your email and
information to our Executive Office for reviewAs it is our desire to do a thorough investigation of your commentsPlease allow business days to receive an email response. I greatly appreciate your patienceThey will respond to you as soon as possible.Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT