InterContinental Hotels Group

Dear Ms. [redacted] of the Revdex.com and Ms. J[redacted] of IHG:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The miles credited back to my AA account are worth nearly $8,000, so this was no small matter for us.  IHG hotels are some of our favorite places to stay at and my wife and I look forward to continuing to visit and live in them.Thank you both for your assistance in resolving this matter.
Sincerely,
[redacted]Spire Elite IHG Member

Dear Mr. [redacted],Thank you for contacting IHG. I regret you have chosen to close your IHG Rewards Club account. I am sorry you were not properly advised at the time of enrollment.Per your request, your account has been closed and your contact information has been removed. As mailings to you may...

already be in process, please disregard any information you may receive regarding this account, as it is no longer active. This has been documented with reference #[redacted].I apologize for any inconvenience that it has caused you. We value your patronage. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.Kind regards, Brenda J[redacted]       IHG Case Manager Executive OfficeReference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT  84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Hi Kristine,I have received your notification regarding Mr. F[redacted]. I have added his concerns to the existing case notes reference #[redacted]. Unfortunately he must continue to work with the Best Price Guarantee department. I am unable to override their decision as they have done all the research and...

I am not able to at this late date. I have provided the contact information for the guest. Regards,Brenda J[redacted]Case ManagerCustomer CarePhone: [redacted]Fax: [redacted]IHGInterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Complaint: [redacted]
I am rejecting this response because: I don't plan on continuing with this complaint, a waist of time.  I only regret that I should have used another hotel chain over the years, such as, Marriott.
Sincerely,
[redacted]

Hello [redacted],I have received your notification from [redacted]. I apologize for any misunderstanding of the guest and for any inconvenience that may have incurred. I had a difficult time locating the reservation for this guest as they have provided another name of [redacted]. I have also...

located the original contact to our office which was documented with reference #[redacted]. I have added the Revdex.com notes to that case. We were very concerned regarding the claims Ms. [redacted] has stated, as all our rates are always quoted on a nightly basis, never multiple nights or rooms. In addition, we have located the recorded call to verify what was promised, and it was clearly stated a goodwill refund of $113.00 by way of check would be sent to her. This has been done. In addition, the hotel has credited her 1 nights parking charge as a goodwill gesture. No additional compensation is warranted or forthcoming. Thank you for taking the time to contact us and allowing us the opportunity to further investigate the situation. We regret any confusion or misunderstanding with the guest. I take this opportunity to send you our best wishes.Kind regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],I have received your recent email regarding the Best Price Guarantee.  I am sorry you do not agree with their explanation.As previously advised, we have a dedicated team that has been trained to oversee the bpg claims.  My office has not been trained, I am not in a position to override their decision. You must contact them via email or the link on the website as stated in the rules. Once again, thank you for contacting us. I regret that I am unable to assist you further. Your patronage and IHG Rewards Club Membership is valued. I 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.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting Guest Relations and I am genuinely sorry if this issue remains a cause of dissatisfaction. I 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 them. As such, any cancellation requests, reservation changes or refunds must be made directly to the third party. I understand from reviewing your reservation details, that the terms of your booking were restricted and non refundable in the event of cancellation after February 18. Regretfully, this is something that Guest Relations is unable to overturn. I do also understand that you felt you were incorrectly advised by Booking.com. 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 provide. If you feel this situation was caused by Booking.com’s website being ‘unclear’, you would need to pursue this complaint directly with Booking.com. 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 for. Please rest assured your comments will remain on file and they will be used in our assessments of guest satisfaction. Regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],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 Mr. [redacted],Thank you for contacting Guest Relations regarding the Candlewood Suites Newark South - University Area. I am however, genuinely sorry to learn of your issue with the room assignment. I can certainly understand why this has left you concerned and I do completely regret the frustration...

that this has caused. I have notified the hotel senior management of your comments and I have asked that they contact you within the next 48 hours to further discuss this issue. They are best placed to assist and I am confident they will do what they can to resolve this concern. Your comments are documented with reference #[redacted].I do greatly appreciate your patience in this matter. Your patronage and IHG Rewards Gold Elite membership is valued. 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 Mr. [redacted],I have received your most recent contact regarding expired points via Revdex.com. I would like to take this opportunity to explain the change we made to our program in April 2015. Starting at the end of 2014 we announced the new structure to our point expiration...

policy so that now all points will expire after 12 months of inactivity.  IHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,800 IHG hotels or by redeeming points at least once every 12 months. (Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 12 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 14 April 2015 - every member has 12 months from announcement to earn or redeem points to extend your point balance. We made every effort to inform our members. First emails starting in 2015 announcing the policy change and then 90, 60 & 30 days prior to expiration. The first expiration didn't occur until May 2016. From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accounts. Expired points are unable to be reinstated. I sincerely hope this has assisted in clarifying your inquiry.   Once again, thank you for taking the time to contact us. I wish you a good 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

Dear Ms. [redacted],Greetings from IHG Guest Relations. The hotel has advised they have tried to call you but have been unsuccessful. They did leave a message inviting you to call them at your convenience and speak with Pam, Assistant General Manager. As each property is individually owned and operated, IHG does not have access to the hotel's billing information.  As previously advised I have forwarded your concern to the hotel management for resolution. They have reported they do not show any charge to your credit card. Unfortunately, we are unable to assist with this billing concern. Therefore, we recommend contacting your bank or Credit Card Company directly.Unfortunately, our office is unable to assist you with this billing concern. If you wish to further discuss this you may contact the Assistant General Manager directly, as previously instructed.Regards,Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for your most recent email providing the reference number for this claim. I appreciate the opportunity to further address your concern. I have reviewed the multiple notes and contacts regarding this particular claim. As you have been advised several times, per the Terms and Conditions of the Best Price Guarantee Program we can only send the check to the address listed on the reservation. We have indeed done so twice, once on July 14 the other was September 29, 2015. I am sorry you did not receive either check but we will not be sending out another. This is why it is so very important that you provide the correct address information on your reservation. I do understand that this is not the response you were hoping for. I regret we are unable to assist you further. Regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because:  This response has no content only another promise that someone will contact me.. Lol
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your additional comments regarding the Holiday Inn Express and Suites West Chester.  We appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced. I regret your dissatisfaction. I urge you to familiarize yourself with the Terms and Condition of the program. The reason why you were billed was due to the hotel having held a room vacant, all night, in anticipation of your arrival. We have contacted the General Manager at the hotel and explained the situation as well as inquired if they would be willing to issue a goodwill credit for the charge.  As our records do not show that you cancelled the reservation, the hotel is unable to issue any credit to your account.  Once again, thank you for contacting our office. I  regret we are unable to assist you further in this matter.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMER[redacted]Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because: The roll over nights are to be taken first  an applied to the 75 night total as was done last year.  I registered for priceless rewards in November the first time and have that email. I should have at least 20 nights that rolled over for this year... I have grown very tired of having to monitor this rewards program. 
I was told when I called in Jan that the roll over nights would show back up  towards the end of January...yet they did not. Please correct the errors  and award the points  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because
I finally received my 25000 points yesterday. But that is only after I called the 9th time and argued with them and they finally manually added the points to my account. That is only one problem.However I tried to share the points 500, 2000 and 25000 again yesterday as they responded. But then I got the same problem as last time. The system showed "pending" and the recipient didn't receive anything. As expected, these request will disappear several days later and no point will be shared. That is exactly the problem with so-called customer service of IHG. I contacted them 8 times, they always gave me excuse like "wait", "try again", "everything is fine" to turn me away. No one did even look into the problem let alone solve the problem for the customer. I already wasted too much time by contacting IHG customer service 9 times. So I requested IHG to return the share points that I earned immediately, i.e. right now. No game playing again.
Sincerely,
[redacted] ###-###-####

Dear Mrs. [redacted],Thank you for taking the time to contact us. I would like to take this opportunity to explain the change we made to our program in April 2015. Starting at the end of 2014 we announced the new structure to our point expiration policy so that now all points will expire after 12...

months of inactivity.  IHG Rewards Club members will continue to maintain their point balances simply by staying at one of over 4,800 IHG hotels or by redeeming points at least once every 12 months. (Any EARN or REDEEM activity on a member's account will reset the expiration clock for another 12 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 14 April 2015 - every member has 12 months from announcement to earn or redeem points to extend your point balance. We made every effort to inform our members. First emails starting in 2015 announcing the policy change and then 90, 60 & 30 days prior to expiration.  The first expiration didn't occur until May 2016. From May 2016, we will continue to review activity on a monthly basis for all accounts and expire points from inactive accounts. We 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 us. I wish you a good day!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

Hello Kristine,I have received your additional notification regarding Ms. Kenya J[redacted]'s concern. We have researched this billing issue with the hotel several times. I have contacted Ms. J[redacted] several times. While we sincerely regret the situation we are unable to verify the 2nd charge the guest is speaking of. Unfortunately, we are unable to investigate and resolve this billing concern further. Therefore, we have recommend Ms. J[redacted] contact her bank or credit card company directly.Regards,Brenda J[redacted]Customer CareIHGPhone - [redacted]Fax: [redacted]Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],We have received your most recent contact via Revdex.com. It is regretful you remain dissatisfied. I appreciate the opportunity to further address your concerns. As an IHG® Rewards Club member, you may purchase InterContinental Ambassador status. Purchase of InterContinental Ambassador status entitles you to higher levels of recognition and to all published benefits of InterContinental Ambassador status valid only at InterContinental Hotels & Resorts properties worldwide. Standard IHG® Rewards Club benefits apply when you stay at other hotels within the IHG family of brands - Crowne Plaza®, Hotel Indigo®, Holiday Inn®, Holiday Inn Express®, EVEN™ Hotels, HUALUXE™, Staybridge Suites® and Candlewood Suites®.Priority Club® Platinum members are our most valued customers and we appreciate your loyalty to our hotels, as well as your honest feedback. As a Platinum member, you are always entitled to a free room upgrade. This benefit is at the discretion of the hotel to determine how much of an upgrade that they are able to extend. Upgrade levels vary depending on their anticipated occupancy level and the types/locations of the rooms that are still available and not reserved. The upgrade can be to the hotel's Concierge or Club Level (for Crowne Plaza) or to the hotel's Executive Level or Executive Edition Level (for Holiday Inn brands). The upgrade can also be to the best available room and may include rooms on higher floors, corner rooms, or rooms with preferred views. I am sorry you remain dissatisfied. To be fair to all of our valued members we must adhere to the terms and conditions. I have forwarded your additional comments to our program executives for possible future enhancements.Regards,Brenda J[redacted]IHG Rewards Clubwww.ihgrewardsclub.com

Dear Mr. [redacted],Thank you for contacting IHG regarding the charge you received on your account from the InterContinental Hotels Hong Kong.  I appreciate the opportunity to further address your additional concerns and regret this continues to be an inconvenience for you. I have double-checked...

our records and as you have been previously advised in detail this reservation was made via the website with your personal IHG Platinum account credentials. If you feel that someone other than yourself made this reservation I suggest you change your PIN.  As our records do not show the reservation was cancelled and the hotel held the room all night anticipating your arrival, we are unable to issue any credit to your account. Your comments are documented with reference #[redacted].  Once again, thank you for contacting our office.  I regret we are unable to assist you further in this matter.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT