InterContinental Hotels Group

Complaint: [redacted]
I am rejecting this response because: I received a call from the manager following the time the initial compliant was filed. I was informed that she verified the "smoke" in my room. Again, I am a nonsmoker and would not allow anyone else to smoke in a hotel room for which I am responsible. Ironically she was able to tell me about my departure, whom I was with, etc. If this was the case she would've observed my companion entering to gather my things and returning to the parking lot leaving not time for the accused activity. She then proceeded in a disrespectful manner to tell me that she was not going back and forth with me but would grant a refund because I took the liberty to phone. Of course I took the liberty to phone, I did nothing against regulation and honestly wanted to rectify the situation. As previously stated, I have used these accommodations on occasions in the past and I have never been treated in such a derogatory manner. I have not received the refund as stated as of today.
Sincerely,
[redacted]

Complaint: [redacted]
I am not going to accept the response only because  If I do I think it will close the case and it is not resolved   yet. For us and everything we have dealt with and are dealing with and missing  points and stays  we are asking to be pushed to the Spire level  membership which will allow us to earn more points   to make up for those lost , some of which were elite status points m and  also give us an additional 25,000  points  as well.  It would also rectify the missing 5 nights towards our yearly  count  .   Please let us know.  
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG regarding your experience with Holiday Inn Club Vacations . I apologize for the situation as you have described.  I have forwarded your comments to the management of the hotel's reservation office for review.  I know they share our vision of...

providing the best guest experience possible and am confident they will take the necessary steps to continue to improve their services.Unfortunately, as you have been advised previously, we are unable to assist as I do not have access to their bookings or billing. I have forwarded your comments to the Club Vacations management team for review. I have asked them to contact you directly via email within 48 hours to discuss your concern. You can also contact them directly if you wish the phone numbers are as follows: ###-###-#### and ###-###-####.Once again, thank you for taking the time to contact us. We value you as our IHG Rewards Club member and hope you will continue to choose IHG for your future travel needs.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. My points of 130000 for my events have been credited to my rewards account. Thank you for your assistance. 
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG Guest Relations. I appreciate the opportunity to assist. I have contacted the IHG Rewards Club on your behalf. They have advised they have issued the 61,000 points to your account for the Accelerate promotion issue. Regarding the points purchase...

limit lifting, we would like to request a copy of the email you received advising that this is in effect so we can further investigate. As far as the service center is concerned, they are not aware of this and I also spoke with our liaison to Points.com and she too is not aware of the limit lifting. Please forward the email to [email protected] with reference #[redacted] for investigation. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Spire Elite membership is valued. If we can be of further assistance please let us know. Kind regards, Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Complaint: [redacted]
I am rejecting this response because: this response doesn't tell me anything. I am not satisfied
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting our office regarding your experience with the Holiday Inn Express Cartagena Bocagrande.  I apologize for any inconvenience this situation may have caused you. For your records, your concerns have been documented under our reference number...

[redacted]. I located your previous contacts. As you have requested to escalate you concern to our Senior Case Manager office I have forwarded your email and information to them for review. They will be in touch with you shortly.   We greatly appreciate your time and patience. Your patronage and IHG Rewards Club 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 8413

Dear Mr. [redacted],Thank you for contacting IHG regarding your stay at the Holiday Inn Express Mexico Reforma. I am very sorry to hear of the overall dissatisfaction of your stay. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we...

expect to provide. I have forwarded your email to the owner and manager of the hotel so they can take steps to make sure this does not happen to future guests. In addition, in an effort to retain your patronage, I have requested a check be sent to you in the amount of $148.53, on their behalf. This check represents a refund of the nights room and tax and valet parking charge. You will receive it under separate cover within the next 10-14 business days. Thank you for bringing this to our attention. Your patronage and IHG Rewards Club membership is very much valued.Sincerely,Brenda J[redacted]       Customer CareIHGPhone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],I do regret your dissatisfaction regarding the IHG Rewards Club. As previously advised, the policy regarding points expiration changed 2 years ago. We as a company have made every effort to inform our members via website posting and numerous personal emails. We do value your patronage, however, to be fair to all of our members we must adhere to the terms and conditions of the program. Once again, I appreciate you taking the time to share your comments with us.  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: 801-975-1846Email: [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi [redacted],I have received the notification of Mr. [redacted]'s concern. We have an active case opened in our office already #[redacted]. Our Executive Office is handling the guests concerns. I have forwarded these additional notes to the Executive Office for handling with the guest...

directly. Sincerely,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 satisfactory to me.
Sincerely,
[redacted]

Dear Ms. [redacted],I have received your comments submitted via Revdex.com. I am sorry for the situation as you have described. I appreciate the opportunity to assist.  I have forwarded your comments to the hotel management team for review. I have asked the hotel to contact you...

directly 48 hours to discuss your concern and also to report back to my office with their findings. Your comments are documented with reference #[redacted].Thank you for your patience.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:Nobody at IHG has contacted me regarding this issue yet. Apparently IHG Customer Service wants to kick the ball away to another internal department within IHG.That is not responsible attitude towards customers at all.I request IHG Customer Service to contact me immediately for a resolution on this issue.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for contacting IHG Rewards Club. I appreciate the opportunity to further address your councern. We changed our point expiration policy on 14 April, 2015, so that now all points will expire after 12 months of inactivity. Members were notified via email months in advance...

of the initiation of the change. Emails were also sent out 30, 60 & 90 days prior to their expiration. I am sorry that your points expired and that we are not in a position to restore them to your account. Please double check your email address you have listed in your account profile so to be sure you are receiving all the relevant information regarding your account. 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.)To keep points active, you must earn or redeem within each 12 month period. Other avenues include; IHG® Rewards Club Credit CardEnjoy Digital RewardsRedeem Points for a Gift CardDonate PointsHost a Meeting or EventTransfer Points to Another MemberPurchase PointsBook with our PartnersRedeem Points for MilesEnjoy Online ShoppingBook & Stay at a HotelRedeem Points for a StayOnce again, thank you for taking the time to contact us. I wish you a good day!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],I sincerely regret your continued 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. Our decision stands as we are unable to reinstate expired points. 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. 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]       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 Ms. [redacted],Thank you for your most recent contact to IHG via Revdex.com.  I appreciate the opportunity to assist.I have located your numerous contacts to IHG. I see that your concern has been resolved with reference #[redacted].Once again, we appreciate you taking the time to...

share your comments with us. Your patronage and IHG Rewards Platinum Elite Membership is valued. We 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[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 Mr. [redacted],I have received your comments regarding your Points and Cash reservation. I appreciate the opportunity to assist.According to our records, you went online and booked a Points + Cash reservation. From what I can see you have two separate transactions here. The first is your purchase of...

points and the second is your Reward Night booking. Points & Cash is a new redemption opportunity wherein members may book a Reward Night using your points and cash. In this option, IHG Rewards Club members across all regions will have the additional option to purchase points towards a Reward Night when making reservations online and use some of the points that are on the account.Dollar amount to purchase points is non-refundable but will be converted to points and will be returned immediately to your account upon cancellation. As such, when you cancel your Reward Night reservation, the total amount of points will be credited back to your account but no refund of the cash used to purchase the points will be processed. This was explained on the website at the time of purchase.I am sorry for any inconvenience caused to you. If you have additional questions regarding the Points and Cash Terms and Conditions, please contact IHG Rewards at 800.421.5160 or [email protected]. Your comments are documented with reference #[redacted].Once again, thank you for taking the time to contact us. I hope I was able to clarify your query. Your patronage and IHG Rewards Platinum Elite Membership is valued. Have a wonderful day!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 taking the time to contact us about your recent experience. Your comments are greatly appreciated, since they give us the opportunity to uphold our standards and to ensure that we provide the highest quality of service to our all members.I have once again reviewed the situation. I feel that your concerns were fully addressed in my prior email to you and truly hope to be able to welcome you back to rectify any negative perception you may have.As you stated, you were not a cardmember, while in fact you are a card member. Just as you are a IHG Rewards Club member, it doesn't matter that you are a Platinum member or a Gold member, you are a member. Just as you are a cardmember. 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. This has been documented with reference #[redacted].Please rest assured that we value you as a customer and a IHG Rewards Platinum Elite member. We look forward to being of service to you in the near future. Once again, thank you for contacting Guest Relations.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 our Rewards program. I am sorry to hear you remain dissatisfied with how our program works. Perhaps I can shed some light on this for you. As previously advised, your reservation was booked with a Third-Party Internet site and does not auto qualify to earn points. Points are awarded to you based on the rate you pay the hotel. When you book through a 3rd party site, you are paying the 3rd party and not the hotel. You must book directly with IHG to get your points. This is a staple of the Rewards Club program and pertains to its entirety. Just to be clear, you have reached IHG Executive Corporate Office. We must be fair to all of our members, we do not issue points to non-qualifying reservations. You can find all of our terms and conditions for our program outlined here: http://bit.ly/1fC0h3a.I hope you will read through the website for IHG Rewards and discover how great this free program is when used properly. Your patronage and IHG Rewards Gold Elite membership is valued. Have a fantastic day!Kind regards, Brenda J[redacted] Executive Office IHG® Customer Care 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

Complaint: [redacted]
I am rejecting this response because: Same reason, unacceptable response and is an excuse for shady business practices. Will be disputing the night on my credit card statement. 
Sincerely,
[redacted]