InterContinental Hotels Group

Dear Ms. [redacted],Thank you for your most recent contact to IHG.  I appreciate the opportunity to assist.I have been unable to locate your reservation for the Crowne Plaza as you have stated. The confirmation number [redacted] is for another hotel and confirmation number [redacted] was unable to be...

located with your name. Please provide the confirmation number for the reservation the Crowne Plaza made for you. Please reply to this email with your additional information. Your comments are documented with reference #[redacted].Once again, I appreciate you taking the time to contact us. I look forward to hearing back from you and being of further assistance. 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.  [redacted], Thank you for contacting IHG regarding the authorization hold placed on your account by the Holiday Inn Express Springfield.   I appreciate you taking the time to bring this matter to our attention and apologize for any confusion regarding the hold. IHG,...

along with most other major hotel companies, utilizes credit and debit card authorizations as a standard practice.  It is assumed when you make a reservation for one of our hotels, the credit/debit card account number you provide has sufficient funds available to be used as a guarantee.  An authorization hold amount, in some situations, may be up to the total amount of your room and tax charges for your entire stay, including incidentals.  The issuing bank/credit card company governs the release of an authorization hold, and the release time varies according to each company's individual policies.  Some banks recommend against the use of a debit card for travel purposes, as this practice is common within the travel industry.  If you would like further information regarding your bank's individual policies, please contact them directly. Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Club member. I hope you will continue to choose IHG for your future travel needs. Sincerely, 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 IHG regarding your experience with the Holiday Inn London - Kensington Forum. As 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 attention. I am very sorry to hear of...

your dissatisfaction with the room conditions, and the heater not working. I 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 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 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 resolved. I happy to hear the hotel did move you to another room where the heat was working. In addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued another 20,000 points to your account, on their behalf for a total of 40,000 points. These points will appear in your account within the next 7-10 business days.Once again, I appreciate you taking the time to share your comments with us. We value your patronage and IHG Rewards Platinum Elite Membership. We 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.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting IHG Guest Relations regarding the Accelerate Change your view promotion. I am sorry to hear of your misunderstanding. I appreciate the opportunity to further address your concern.As you have been previously advised Holiday Inn Express hotels and Holiday Inn...

hotels are two different types of hotels and clearly offer different amenities. As your targeted offer is for Holiday Inn hotels a stay at Holiday Inn Express does not qualify. In order to be fair to all of our members we have a policy to follow and unfortunately you did not qualify for the offer. Your comments are documented with reference #[redacted].Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Platinum Elite Membership. 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 Phone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt 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. Thank you for making it right, and you have in fact retained my business.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting us about the InterContinental At Doral Miami. I am sorry to hear about your disappointment with the Business Rewards program. I apologize for any inconvenience you have experienced.    Due to nature of your concern, I have forwarded your...

comments to the hotel management and ownership. They will be in touch with you within 48 hours, to discuss the situation further and address your concerns. Your comments are documented with reference #[redacted].We appreciate you as our guest and IHG Rewards Gold Elite member. Thank you for your patience.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

Complaint: [redacted]
I am rejecting this response because: of the failure to address a lack of management on property, unfit condition of the hotel (- like a room smelling like vomit and caution tape and plastic blocking a hallway) and the safety concern.  Also does not address the hotel lying to priceline saying I did not complain when I did.  Sad that such a chain takes no responsibility for their negligence.  This response further affirms a corporate culture of negligence and dishonesty.   
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for your most recent contact to IHG. I do apologize for the misunderstanding regarding targeted promotions. I appreciate the opportunity to assist.As previously advised, targeted members received an email invitation with a promo code. Had you been targeted for this promotion...

you would have received the code in an email. This would have enabled the computer-generated promotion to automatically deposit qualifying points.As you stated in your 11/23/2017 communication, that it is kind of a game to you to take offers as bonus for personal and business trips; I hope this clarifies it for you. We announce many of our promotions to let people know what can be offered, but does not automatically mean they are eligible right now. But rather something to work towards. I am sorry for the misunderstanding, it is never our intention to mislead or disappoint our valued members such as yourself. But rather to advertise our many layers of options to work towards.  Regarding your request for Corporate details in Australia, our office in Australia is a satellite booking office. As previously advised, our Corporate office is in Salt Lake City, Utah USA, whose contact details have already been provided to you. Once again, we appreciate you taking the time to share your comments with us. Your patronage and IHG Rewards Gold Elite membership is valued.  I know you have had many positive encounters with IHG Rewards Club and our hotels, and hope you will continue to choose IHG for your future travel needs.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 your most recent contact to IHG regarding the Holiday Inn Express Brentwood North-Nashville Area. I am sorry to hear of your dissatisfaction with the room conditions. I appreciate the opportunity to further address your concern.As previously advised, I see your concern is currently being handled by our Senior Case Manager office per your escalation request. There has been extensive consideration regarding your claims. Our notes indicate you were contacted yesterday with a resolution. I encourage you to continue to work with that office. They are awaiting your reply in order to proceed with the compensation that has been determined. Once again, I appreciate you taking the time to share your comments with us. Your patronage and IHG Rewards Gold Elite Membership is valued. I wish you a good day!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]

Dear Mr. [redacted],I have received your notification via Revdex.com. I have located your previous contacts and added your additional comments to the notes.  We do have a dedicated team that handles all the Best Price Guarantee issue. They are trained to handle all these concerns....

Unfortunately, I do not have access to their information and I am not in a position to override their decision. If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #[redacted].I regret I am not able to assist you further. Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because:
Although I am a fully aware of the reasons why you say we should have known the reservation was "non-refundable" I am very disappointing that a corporations stance would be to not work with an individual who is willing too.  I know NOW that the reservation is "non-refundable" but my point was that we didn't notice it at the time despite it being brought to our attention in hind sight. I also stated what my concerns were on how things were worded because I am disappointed that after review there were things that never triggered in our mind to understand our commitment unlike the wording on other sites who offer these deals. The fact that our understanding was that we could cancel and that our plans were not solidified is very obvious given the fact we tried to cancel only 2 days after booking. Also 4 months in advance from the reservation dates.  You say the rate is for people who have solid travel plans which means to me that you rarely get the unfortunate case where people like us inadvertently book under these conditions so in turn I would think that an exception could be made.  I have stated before that the savings was minimal so I certainly can tell you that I would not have sacrificed the ability to be able to cancel for that amount.... With that said. Can we not continue to work on this?  I just checked and it said there are only a limited number of the rooms we booked available for this time.  I think it would be reasonable to allow us cancel the reservations with us willing to pay only the difference between the "discount" and the reservation that would have allowed us to cancel (aprox $40) or even the cost of one night stay. The reservation is a considerable amount of time away and given that the rate for the Monday night is higher it has been mentioned by hotel staff that something is taking place in town leaving me to believe this room will not be left vacant if re-offered and also has a chance for booking for more.   I am acknowledging that you can hide behind the technicalities of the language. I am asking for understanding as a consumer who unfortunately in this situation. Can you not relate?... Offering to change the dates was kind but the issue is that we aren't anticipating going to Deadwood SD at all.  Also I spoke with Amber at the hotel who was hopeful that you could work with me since she was bound be franchise rules. She mentioned that perhaps you could work with us to find a Holiday Inn that we could book elsewhere and transfer funds some how being that they were privately owned but you operate at the corporate level or give us a partial refund.  I hope that you reconsider your stance of no offerings. I attached the rates for the period of time that we have our reservation that would have allowed us to cancel. Please can we pay the difference and be granted the ability to cancel our reservation without the cost of losing the $443 of the booking. Thank you for your consideration.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG regarding your experience with the PAL Military Hotels Biggs Field on Ft Bliss. I 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 operated. In this case, the hotel management and ownership determine their own pet policy, often times in compliance with local ordinances.  IHG is not involved in the development of this individual hotel policy.I have accessed the hotels website and I found the following under "Pet Policy":Pet PolicyA non refundable pet fee of $75.00 is charged for the first 5 nights and $7.00 per night beginning on the 6th night. Pet agreement must be signed at check in. Maximum 80 lbs limit per pet. Current vaccination records required at check in.Pet deposit amount 75.00 USD per stayPet fee amount 7.00 USD per nightI am sorry for any misunderstanding, however, the hotel does clearly state their policy and the $75.00 non-refundable pet fee. Your comments are documented with reference #[redacted]. I have forwarded your comments to the General Manager and ownership of this hotel for review.  If you would like to discuss this matter further or require any further information, please contact the hotel directly.  The telephone number for the hotel is 915 565 7777. Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Club membership. I hope you will continue to choose IHG for your future travel needs.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]

Dear Mr. [redacted],Thank you for contacting IHG Rewards Club regarding your account. I appreciate the opportunity to further assist you. According to our records, you went online and booked a Points + Cash reservation. The hotel you chose required 60,000 points for 1 night. You agreed to use...

50,000 of your points and pay $70.00 cash. The $70.00 went toward the purchase of the 10,000 points you needed to complete the booking. When the reservation was canceled, all of the points you used including the 10,000 points you purchased were returned to your account. The $70.00 points purchase is non-refundable. This was agreed to online when the room was booked. As such, when you cancelled your Reward Night reservation, a total of 10,000 points have been credited back to the account but no refund of $70 will be processed.Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Gold Elite Membership. 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 Phone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi Kristine,I have received notification of Ms. J[redacted]'s concerns. I have created a case in our office with reference #[redacted]. I have documented the concerns and forwarded to the hotel management. I have emailed the guest as well as pasted a copy of the email into the case. I have returned the...

points the guest used for her stay. Regards,Brenda J[redacted]Customer CarePhone: [redacted]Fax: [redacted]IHGInterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Hi [redacted], I have received your notification regarding Mr. [redacted]. I was unable to locate a valid reservation for this guest to determine exactly the particulars regarding his concerns. I have reached out to Mr. [redacted] directly requesting additional information so that I can further...

investigate his comments. I have documented this in my office with reference #[redacted].Regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt 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 a step forward in the right direction.  Take note that escalating this to management and ownership may be one way out of many to address this.  I am not asking for much but what I am asking for will secure my continuing business with IHG and this particular location.
Furthermore, the information provided to me by phone from IHG Customer Relations (Tracey) and the information provided to me by the Front Desk Management did not line up which caused even more frustration at my end.Revdex.com, please ensure that both complaints are completed as mentioned in my detailed description.
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]

Dear Mr. [redacted],I have received your comments via Revdex.com. I am sorry you have experienced difficulty in booking a room at the InterContinental Miami At Miami Ctr. I do appreciate the opportunity to assist. I have just now checked the hotels availability for Reward Night or...

Points and Cash reservations. The hotel does have rooms available for 35,000 points a night on your requested dates March 17 for 4 nights. You don't have enough points in your cache, but you can do a Points and Cash transaction. I can only assume when you called earlier the Reward Night allotment had been filled but has since opened up again due to a cancellation. Priority Club Rewards nights are similar to other special rates. Only so many rooms per night are available for Rewards Nights, similar to Triple A or AARP. We always recommend booking as soon as possible to ensure availability of Reward Nights. Please contact our IHG Rewards Club Service Center for assist in booking. The phone number is located on the back of your card.Once again, thank you for taking the time to contact us. We do value your patronage and IHG Rewards Platinum Elite Membership. Kind regards, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi [redacted],I have received your notification regarding Mr. [redacted]. I have documented them with reference [redacted]. As there were several issues to address I have reached out to Mr. [redacted] privately to obtain additional information. 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],I have received your notification via Revdex.com. I have located your previous contacts and added your additional comments to the notes.  We do have this dedicated team that handles all the Best Price Guarantee issue. They are trained to handle all these concerns....

Unfortunately, I do not have access to their information and I am not in a position to override their decision. If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #10405087551.I regret I am not able to assist you further. 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