InterContinental Hotels Group

Hello Kristine,We have received your notification of the following complaint from MrR***The case has been created in our office under number *** I have also pasted a copy of the email sent to the guest directly into the caseMrR*** did not disclose which hotel he has been billed from
I have emailed MrR*** directly requesting this information so that we may be of further assistance Regards, Brenda J***Case ManagerCustomer CareDirect Line: ***Fax: ***IHGInterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,Thank you for taking the time to contact meI sincerely apologize for the time it has taken to resolve your concernI appreciate the opportunity to assist. I have researched your concerns and I do find evidence that you did indeed purchase the - $1,meeting cards for
780,pointsI have also verified you did return these cardsI am now in the process of having your 780,points returned to your accountPlease allow me a couple of days and I will have your points returned to your account this weekI again apologize for the inconvenienceThis has been documented with reference #***.Once again, thank you for contacting meI do appreciate your patienceYour patronage and IHG Rewards Spire 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: The response you keep giving is entirely not trueThe credit card promised the highest level of IHG elite statusFurthermore, when you state "you didn't lose any benefit or get knocked down in status" that's entirely not trueIf an Olympic medal is Bronze, Silver, and Gold, someone who wins gold is the best, top finisherIf they then say ok we're introducing a new medal, "Platinum" and someone finishes gold, they're in second place nowTo say they're as good as they were before is complete nonsense.So now I am no longer top-status, so I'm no longer first to get upgraded, first to have rooms held for early check in\late check out, special requests, etcThe whole reason I have remained loyal to IHG is because of the status I've maintainedIt's clearly been devaluedIf you don't see it that way, you may want to educate yourself further
Sincerely,
Andrew B***

While I appreciate continuing to contact the hotel, that doesn't resolve the issue at handTo be honest, this is the same response I have been getting for going on months, so it's not a resolution just a continued update on emails and phone called IHG is makingThis matter should not be closed until this is resolvedI'm sure IHG has much more leverage to get this resolved than to have the case manager send an email or make a phone call to the businessAlthough each property may be independantly owned, IHG is ultimately responsible for what has happened and determining how to resolve a matter of a breech of personal information such as my credit cardI don't want this matter closed until it's resolved.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:IHG Representative gave me totally different guidance on the free night certificate from the terms.It is like that IHG Representative was misleading and cheating on meso that my certificate may be forfeited or wastedNow IHG showed me the terms to say there is nothing they can doThis is completely unfair to meand IHG's behavior is against basic business integrity.Again I must request IHG to allow me change my free night reservation because of the guidancetheir representative gave me over a month ago
Sincerely,
*** **

Dear Mr***, I have received your concern via Revdex.comI appreciate you taking the time to bring this matter to our attention, and apologize for any inconvenience you may have experienced. I have documented your comments under reference number *** However,
before I can continue, I need you to reply to this message and provide us with the following information:- 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.- What action has the hotel management taken to resolve your concerns? - 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 Kind regards, Brenda J*** IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No109570100InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Complaint: ***
I am rejecting this response because:Hello, thank you for your quick replyThe reference number is No***
Sincerely,
*** ***

Dear Ms***,Thank you for your most recent contact to IHG I appreciate the opportunity to be of further assistance. I have documented your additional comments for the General Manager and owner of the hotel to review While we certainly regret any inconvenience, the hotel is in the best position to discuss and resolve your concerns We are committed to guest satisfaction and I am confident the hotel will be in contact with you directly. Once again, thank you for taking the time to contact our office We appreciate your patience.Kind regards, Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMER*** *** ***Salt Lake City, UT

We understand MrsH***' concern and frustration she has experienced not being able to receive the answers she is asking in regards to why the hotel charged additional fees for her daughters recent stay at our property.MrsH*** was not a guest at the hotel and due to privacy laws we are not
able to discuss this concern with herHer daughter who was the guest has not contacted us to dateMrs.J*** has been advised by the hotel and MrsH*** has been advised by guest relations that we need to discuss this issue with the guest directly. If MrsJ*** contacts us and sends written/e-mail consent to disclose the details of her stay with us on 7/3/15-7/5/we would be more than happy to send MrsH*** the documentation she desires for her questions regarding the $fees.As for the $authorization in questionThis is an authorization we take upon check in and is automatically released upon check out as long as there are no damages or smoking to the roomThis was a different credit card and was released on 7/5/The card holder may call directly to the hotel if that hold is still showing after 7-business days from date of check outWe would then fax a credit card authorization release form to the bank to release that holdIf this hold is still showing as of 7/17/the guest, MrsJ*** could call us at *** ***

Complaint: ***
I am rejecting this response because:The company failed to address the fact that their representative assured me I could cancel my order. I have made several attempts to cancel the order and all have been rejected by IHG without regard for the promises made by their sales person
Sincerely,
*** ***

Dear Ms***,Thank you for contacting Guest Relations and allowing me the opportunity to address your concern regarding your reservations with the Crowne Plaza New Orleans French QuarterI am genuinely sorry for the frustration you have experiencedThis is truly not our intent. Please allow me to explain that when a reservation is made through a third party such as Travelweb your contract lies directly with themAs your reservation was made through a website that is not owned or controlled by IHG, any refund requests must be made directly to the third party. While I regret our staff has been unable to offer you a refund you have been issued IHG reward points as compensationYour 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 comments will remain on fileI am sorry but we are unable to assist you further and consider this matter closed.Kind regards,Brenda J*** IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

Dear Mr***,I am sorry to hear of your dissatisfactionAs you have requested to escalate your concerns to our Executive Office they will be handling your concerns exclusivelyI have forwarded your additional comments to them.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'm 100% certain that I cancelled the reservation through the online system where I made initial reservationWhen I spoke to the gentleman at your global technology support, he indicated there was something odd and he would ask customer care to refund my moneyBut after my call was transferred to customer care, the lady still insisted it's totally up to branch hotel to decide and there was nothing she can doDo you expect me to pay for your system issue?
Sincerely,
Patrick **

Complaint: ***
I am rejecting this response because: I am Not sure if you understand that I paid for a certain type of room a room with an ocean view an ocean view room is more expensive than a city view as an ambassador member it says that I am guaranteed there are no exceptions to the rule I am guaranteed certain rooms you should go back and read that and the money that was refunded war for fees that I should have never been charged for to begin with again I'm requesting a full refund your points is insulting if you're not going to follow your own rules then I'm also going to expect a refund on the Ambassador status I'm paying for something that I not getting
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me
I am though, very disappointed that this has taken so long to resolve and hope that IHG will have an internal review of how these issues are resolved.Any member, at any level should not be given the run-around like I was - if the member is provided with information as to which department should be contacted, IHG should ensure it is correct. This is not rocket science so let's fix this one problem to ensure this will never happen again. This may increase the chance for IHG to get out of the F rating on the Revdex.com
Sincerely,
*** ***

Dear Ms***,I have received your comments via Revdex.comI appreciate the opportunity to address your concern.I have located your contacts to IHG regarding the InterContinental San Juan, PRI have added your additional comments to that contactI also see that Karolina at the
hotel has already advised you they have issued a refund per your request and have also advised to allow to business days for the refund to show in your account depending on your banks posting policyThe refund was issued by the hotel on February in the amount of $328.89.Once again, we appreciate you taking the time to share your comments with usWe 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*** Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No***InterContinental Hotels Group AMERP.OBox 30321Salt Lake City, UT

I have pasted this from my screenYou can also look at their website for the exact same dates and hotel and when you hit "view rates" the screen, as shown below, will appear
From 50,points
OR
?
?HK$ 1,491.50 HKD
Hide Rates
Free internet safety box minibar voicemail and pillow menu
LCD TV w satellite channels pay movies and guest folioRoll away bed is
available at a chargeWhen you arrive we will do our best to meet your
room bed type and smoking pref as these are sbj to avail and cannot be
guaranteed
Advance Booking Offer
FREE Cancellation until 6:PM local hotel time on February 27,
No deposit required
Must book days in advance
View Rate Details
?
?HK$ 1,491.50 HKD
Average Nightly Rate

Complaint: ***
I am rejecting this response because:I received an e-mail from MrP***'s insurance company (please see attached) I am waiting for the claim number and reimbursement of my out of pocket expense I have not heard back from MrP*** I did not accept the free night offer at the same location It should be at any IHG location
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have no idea who Brenda J*** is nor have I been talking to someone name Larry in Corporate LiaisonLarry has not called meInstead, I received an email that I have forwarded to Revdex.com claiming no responsibility and standing behind the decision of the hotel in question that did not tell me that the hotel was in renovation ahead of time and neither did any of the IHG Guest Relations or Customer Service bother to tell me even though it was on their screen according to managersThere appear to have been deliberate intention not to tell meI was offered a room immediately upon entrance that one would not allow their dog to enterI did not ask to see a room under renovation as stated in the email that was sent to me by IHG officials in Utah and AtlantaAlso, the CEO has failed to acknowledge the phone calls and faxes that I sent him in UKOnce again, I am years of age with several disabilities and a person who is super health conscious and would never ask to see a room that was being "remolded"This is nothing but a cover up by this chain to make such a ludicrous statementI have medical reports showing my illnesses related to environment airborne agentsWhy would I seek out a room that was full of debris and poison in the air? Why would a hotel do this knowing the liability? It never happenedThe facts are that some reason or reasons I was not offered the quality of services this hotel chain is known for starting from the very first time I called and made reservations to the end when I was issued a unit that was a joke and an apparent intentional avenue to demean my person as a human beingMy complaints have been ignored via all levels of management even though the number of calls will validate all of my interactions that I have honestly stated and will never ever changeThis chain is International and is accustomed to individuals of all culturesThere is no excuse or explanation for how I was and how I am still being treated referencing these questionable actions of various employees
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I think you guys are not understanding what I've been stating for the past two weeksI was charged a total of $for something that should have only cost $ There was a total of charges to my account and only of them dropped off forcing me to pay (x2) which equals $. I made reservations for check in Friday 7-17-through Sunday 7-19-for $not $ The $caused my account to occur NSF fees and I tried to explain this times I even contacted Michelle with my bank on the line for a conference callThe issue still was not resolved, the customer service agent verified both charges which totaled $plus a NSF fee of $ He even provided her the approval number for both charges and still Michelle stated thats not what her records showedPer the advice of the bank I needed to submit a claim form for fraud in order to start the process of getting $(of the charges) refunded My bank cut my old card up and I have yet to receive my new bank card (which takes 5-business days)This issue has stressed me out completelyI was without money for days thanks to your Holiday Inn employeesWhat they did was wrong and perhaps illegal, not once did anyone take their time to listenThis entire situation should have been avoided on Saturday 7/18/when I walked to the lobby and attempted to explain to Michelle that I had at that time charges that posted and pending for one hotel stayI'm requesting a full refund in the amount of $for the hell your company put me through I have all of my paper work to prove that what I'm stating happenedMichelle should be fired, no manager in their right mind would carry on the way she didI'm certain other customers have complained about this woman, take heed before she causes your company a lawsuit
Sincerely,
Kenya J***