InterContinental Hotels Group

Complaint: [redacted]
I am rejecting this response because: The response from IHG does not reflect the precise language of the original offer that is still on the site. The response from IHG states:"This product is not available to either (i) current cardmembers, or (ii) previous cardmembers of this credit card".The actual language of the offer states:“This product is not available to either (i) current cardmembers of this credit card, or (ii) previous cardmembers of this credit card who received a new cardmember bonus for this credit card within the last 24 months.”The omission of the words “this credit card” makes a significant difference in the scope of the offer.https://creditcards.chase.com/a1/ihg/ihg60insert?CELL=61TD&cm_sp=OSMAM...⇄  The IHG Rewards Club Select Card is not the same product as the IHG Rewards Club Card. One distinct difference is, the IHG Rewards Club Select Card has an annual fee.For only the purposes of this promotion, IHG considers the IHG Rewards Club Select Card to be the same as the standard IHG Rewards Club Card. For purposes of an annual fee and the language “upgrade,” IHG considers them to be distinctly different.-   I was not, and never have been, a cardmember of the IHG Rewards Club Select Card.-  The solicitation I received for the IHG Rewards Club Select Card contained no specific language stating that cardmembers of any IHG Rewards Club Card are ineligible for the promotion. It wasn’t possible for me to know that I wasn’t eligible for the promotion. There was no specific language stating that current IHG cardmembers completing the online form would be issued an “Upgrade” with no bonus points. At the very least, the language in the offer is ambiguous.https://creditcards.chase.com/a1/ihg/ihg60insert?CELL=61TD&cm_sp=O...⇄    1      
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your comments regarding your multiple concerns. I am sincerely sorry for the misunderstandings and frustration caused. I appreciate you taking the time to bring these issues to our attention and I will address each individually below.I regret any inconvenience you have...

experienced with the former Staybridge in Naperville Illinois. As many hotels are independently owned and operated, we are not always aware of when a franchised property changes ownership. This hotel as many IHG properties are franchised, as such IHG does not have access to their billing or accounting, we are unable to assist with these concerns. I am pleased to hear the hotel did credit back the overcharge.Regarding the other concerns, I did locate your previous contacts between you and your wife. I am truly sorry for the difficulties you have had with the point breaks reservations. They are as you know a wonderful great opportunity and subject to availability. Prime locations such as where you were booking in both cases sell out quickly. Just like yourself others are waiting and checking the list constantly. Only a limited amount of rooms is available for the Reward Night/Point break reservations. Once they have been booked that is it, even if there are other rooms available with a paying rate, the Points Break / Reward Night rooms are gone.Regarding the Sedona hotel, I have not been able to verify how or if the hotels can manipulate the system as you say they did. All indications show otherwise as they do not have total control of their bookings. They do have total control of their rates but they can only be put on the points break list if they request it. So what you say was told to you cannot be confirmed but will be looked into. I am however sorry you were not contacted by the hotel as was advised. In regards to your missing stays, I would be happy to look into that for you. Please forward to me the dates and the confirmation numbers. Please be sure to have reference #[redacted] attached to all correspondence. Because I do recognize the inconvenience and frustration you have encountered and this is never our intention, I have issued 40,000 points to your account as you have requested. Please allow 7 to 10 business days to reflect in your account. Once again, we appreciate your taking the time to contact us. We value you as our guest and IHG Rewards Spire Elite Member. 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 Ms. [redacted],Thank you for contacting us. I appreciate the opportunity to assist.  As much as I would like to assist you with your concern, we do not have the tracking record of your redemption. To check the status of the rest of your order, click the "Contact Us" button located on the...

global redemption site at https://catalog.ihg.com/79462IHHCLUBIHGREWCB and complete the Contact Us Form. Our online Customer Service Specialists will assist you with your order, questions or item/return information. We strive to respond to your request within 48 hours, Monday through Friday. You may also call 1-800-932-3181 from 7:00 a.m. – 7:00 p.m. Central Time, Monday through Friday for further assistance.Once again, thank you for contacting us. Your patronage and IHG Rewards Platinum Elite Membership is valued. 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]

Complaint: [redacted]
I am rejecting this response because: the response does not provide a substantive reply to the complaint. I have alleged that I met the terms of the Best Price Guarantee and that through a series of "run arounds" and other responses, I have not been given the free night that I should have received. The continued response of "contact the department by email" is a continuous "run around". I have contacted them by email on many occasions. if there is someone or some department better suited to respond to the Revdex.com complaint, please provide a response from them, otherwise, I would ask the Revdex.com to deem the allegations I have made as admitted by your company.
Sincerely,
[redacted]

My biggest issue is a sincere apology for misleading me.  A honor to your rewards program is to ensure words are taken and reflected on the members accounts.  When someone is mislead than the company needs to apologize for not honoring the word.   A company word is above reading the fine print on a document.  If the company could not have don't this than it should have never been promised.   This is the issue I have.  Is I was told by a company rep and it was not accurate.  I will always take the word of the company rep over a document which changes on a routine basis.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It has been 48 hours, but there isn't any answer.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for taking the time to contact us. I appreciate the opportunity to further address your concern. 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).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. As you have been previously advised, we are no longer able to transfer the stay and points from Mr. [redacted]'s account as the stay itself is under his name and any changes must be made within 6 months of the stay. In order to earn points, a reservation must be made in the IHG® Rewards Club member’s name. You can learn more in Section 11 of our Terms and Conditions. It is the members responsibility to be sure their account activity is correct in a timely manner. I do regret we are unable to meet with your request to reinstate the expired points. Your patronage and IHG Rewards Gold Elite Membership is valued. Kind regards, Brenda J[redacted]        IHG Customer Care  Executive Office Phone - 1-800-621-0555  Fax: 801-975-1846  email - [email protected] Reference No. [redacted]  InterContinental Hotels Group AMER  P.O. Box 30321  Salt Lake City, UT 84130

I suggest you listen to the phone conversations, which are always recorded, with both Charles and Emily.  The question is: was I misled or not? From the phone conversations,it is clear that both Charles and Emily are agreeing with my point. That is why they opened up a case and Emily also asked what would I like to receive to resolve this issue. I am not asking for a refund, but rather the right to a "free cancellation" as your website still states on the regular king size room. I also told Emily if they can't offer the "free cancellation" than perhaps a small break on the price to reflect the current price being offered online or even a pass to the lounge, just something to make up for my time and frustration spent on this issue.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Ms. [redacted],I have received your notification of your concerns regarding the Holiday Inn Express Hillsborough (Durham Area). I appreciate the opportunity to assist. I am however, genuinely sorry to learn of your issue with the pet policy. 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 address your concern. Your comments are documented with reference #[redacted]I do greatly appreciate your patience in this matter and if you need any further assistance, please don’t hesitate to contact us.Kind regards,Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMER[redacted]Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting IHG Rewards Club regarding your account. I appreciate the opportunity to assist you. I have contacted the senior staff for IHG Rewards Club and I spoke with LaLaine. She has advised she will contact Hertz again on your behalf and be in direct contact with...

you within 3 days. 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 Spire 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 - ###-###-####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 satisfactory to me. I will wait the 21 days.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your additional comments. I sincerely regret your dissatisfaction. This is never our intent. As previously advised, we made every effort in a 2-year transition to make sure our guests were advised. I am sorry you did not receive the information sent to your email address that was listed in your account. I cannot say why you did not see the emails that were sent to you, maybe they were directed to your junk file. Please 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 needs. It is the member’s responsibility to stay familiar with their account details and ensure their contact information is updated. Please be advised, to be fair to all of our members our position has not changed; expired points cannot be reinstated. To avoid issues with our IHG Rewards Club membership I suggest you familiarize yourself with the programs Terms and Conditions which can be found on our webpage and at this link: http://www.ihg.com/hotels/us/en/global/customer_care/member-tc 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 guest. Your 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: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Complaint: [redacted]
I am rejecting this response because: I stayed at a Holiday Inn near Rome with a part of a tour group in March 2016.  While the hotel stated that points would not accumulate because of the group rate, they did add the rewards number to my room.  Thus, the qualification was met prior to May of 2016.  The hotel at no point stated that it would not count toward continuance of the program base.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the "response" provided by the business appears to be an automatically generated form. I have done exactly what the "response" recommended several times, to wit, I have contacted that department by email over and over. This response does not substantively address my concerns at all. Most importantly, it does not deny the veracity of my allegations.  Thank you!
Sincerely,
[redacted]

Dear Mr. [redacted],I have been in contact with the IHG Rewards Club Service Center on your behalf. I have been advised by Myra, Project Manager that she has issued compensation to bring your account up to an even 900,000. If you have any additional questions or concerns please contact the IHG Rewards Club Service Center directly and provide your reference #[redacted].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

Complaint: [redacted]
I am rejecting this response because:You have NOT Listened to What I have said... I NEVER Received ANY E-mail Notifications, and had No Reason to Believe my NEVER-Expiring Points would Expire! YOU are LEGALLY Required to Notify Members of a Change to Terms and , in My Case, you did NOT !!! My E-mail History PROVES what I Say !!! Plain and Simple !!! There seems to be MANY Others in the Same Situation, but I am only Concerned about MINE !!!You are Legally Required to Notify Members of ANY Changes in Terms of Service, and when you Change Points from NEVER Expiring to One-Year Expiration... you are LEGALLY Required to Notify Members of this HUGE Change! That is YOUR Legal Responsibility, NOT Mine !!!I am Signed Up for ALL E-mail Communication, but have Received NOTHING for Years... WHY is that ??? Was that the Plan... Keep Long-Term Members who don't Earn Points anymore from Finding Out ??? NONE of my Information has Changed EVER !!! SO... the Problem is on YOUR END, not Mine !!! You can Check my Account History, and SEE this is TRUE !!!You did NOT Fulfill YOUR Legal Requirement of a Change in Terms of Service with Me... that is the Bottom Line! It was YOUR Responsibility, Not MINE! I did NOTHING Wrong, Except to Believe you when you said the Points would NEVER Expire !!! I Relied on Good Faith, but YOU Chose to Break that Promise... that was your Choice and your Legal RIGHT... but by NOT Properly Notifying ME, you Broke the LAW !!!   
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for your most recent contact regarding the authorization hold placed on your account by the Holiday Inn Richmond South-Bells Road. I appreciate you taking the time to bring this matter to our attention and apologize for any misunderstanding and inconvenience this...

situation may have caused you.  I have located your previous contacts and have verified this was not a charge but a authorization 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 hope you will continue to choose IHG for your future travel needs. Sincerely, 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]

Complaint: [redacted]
I am rejecting this response because:
This response from is nothing
more than an attempt of IHG Customer Service trying to pass the buck... It is not even an attempt to provide a resolution.
 
My very first action when this
happened was to notify the business directly. I left several messages to have
the manager or hotel representative contact me, which obviously never happened.
Because I could not get in contact with the manager, nor did she ever call me
back I contacted IHG customer service. I find it extremely disturbing that
a business your size and with the leverage you have especially since they are
representing you, that a customer service Case Manager just throws their hands
up and says "the [redacted] with the customer, you do it yourself". And
essentially that's exactly what is being said.
 
IHG has a responsibility to the
consumer to police themselves and when you have a property that isn't
responding you have the responsibility to take corrective actions; neither of
which are being done.
 
I want IHG to taken the corrective actions to get this
matter resolved. All I have received so far are excuses of what you haven't
been able to accomplish. I also want the phone number to Mr. Richard S[redacted].
Obviously he is unaware of the inability of IHG customer service to resolve
serious matters such as properties fraudulently charging of customer’s
credit cards.
Sincerely,
[redacted]