InterContinental Hotels Group

Dear Mr. [redacted],Thank you for your most recent contact via Revdex.com. I have again reviewed your concerns and regret your continued dissatisfaction. Your comments have been documented on a formal level and will remain on permanent record here in the corporate office. I do apologize for your misunderstanding, however, Gold Ambassador Members are not exempt from the resort fees, breakfast and such as you have stated. Nor is room availability guaranteed. As I mentioned previously you are given a priority and our hotels do make every effort to accommodate your requests but it is not always possible. I invite you to review the terms and conditions, you can access them at these links http://bit.ly/1Pg7fyp and http://bit.ly/1Sf4UES.While I do regret your dissatisfaction I am unable to assist you further in this matter as I have exhausted all of our option at this time. Your comments are documented with reference #[redacted] in my office. I appreciate you taking the time to bring this matter to our attention and allowing me the opportunity to explain the parameters of the program. I truly hope this experience does not deter you from staying as our valued guest at another InterContinental Hotels Group property again soon.Kind 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:  I was originally advised this would be escalated and I would be contacted within 48 hours by the Executive Office of IHG.  I still have not been contacted and it has been over 2 weeks.   The last correspondence from IHG states they "have escalated it to the Executive Office and it is now out of their hands."  I am not quite sure how to respond to that comment.  IHG released my personal information to a third party and we sit here today with no explanation.  
Sincerely,
[redacted]

Dear Mr. & Mrs. [redacted],I am sorry that my response to you is not what you wanted to hear. However, I cannot offer you any additional information or assistance. You still need contact the Best Price Guarantee department via email as previously advised. I am not in a position to override their decision. 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: I was promised a refund of the 'no show' charge. Almost a week has passed, I have not seen the credit. Is it another IHG lie? Also, how about the 'Chase Free Night'? Why couldn't I change a valid reservation and had to lose it? That's unfair and abusive!All in all, I cannot be more disappointed and upset at this experience. A simple reward redemption turned into a nightmare. I ended up spending hours to inquire, to escalate, and to solve this unfair situation. IHG simply closed my complaint without solving any of my complaints. I will not use IHG or recommend IHG to anyone in the future!
Sincerely,
[redacted]

Dear Mr. & Mrs. [redacted],Thank you for contacting Guest. I am however, genuinely sorry to learn of your issue with the Club Vactions. 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 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 issue to your satisfaction. Your comments are documented with reference #[redacted].I do greatly appreciate your patience 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

Dear Mr. & Mrs. [redacted],Greetings from IHG Guest Relations.I have been advised by the hotel they have refunded you the $249.00 charge. As the hotels are franchised IHG does not have access to their billing records. Please allow 5 to 7 business days to show in your account depending on your individual financial institutions posting policy. This has been documented with reference #[redacted].Thank you for contacting us. Your patronage and IHG Rewards Club membership is valued. Have a fantastic day!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

Dear Ms. [redacted],Thank you for contacting IHG regarding the billing you received from the Holiday Inn Atlanta Tucker/La Vista Road. I am sorry for the inconvenience of the situation. I greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced. I have contacted the management of the hotel regarding the charges you received.  After researching the matter, the hotel has advised me they have issued a credit to your credit card account in the amount of $100.00 on 4/5/16. This credit represents a refund of the smoking charge you received and should appear on your next one to two billing statements. If you have any questions or need further information regarding this credit, please contact your credit card company or bank directly.Once again, thank you for taking the time to contact us. We value you as our guest OR 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

Dear Ms. [redacted],Thank you for your most recent contact. I would like to take this opportunity to further 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. 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" or by logging into your account periodically. I sincerely hope this has assisted in clarifying your inquiry. To be fair to all of our members as you have been previously advised we must adhere to the terms and conditions of the program and will not be able to reinstate expired points. Your comments have been documented with reference #[redacted].  Once again, thank you for taking the time to contact us. 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 am sorry you remain dissatisfied. As previously advised the mechanics of the promotion is there is a 30 day delay to the points being posted. I have forwarded your concerns to the program coordinators for future enhancements. We do appreciate your patronage and IHG Rewards Gold Elite Membership. Best 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 satisfactory to me.
We will continue to work with them to resolve the issue of the missing 2 nights .  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I decided to go with hotel based on a total price that turned out to be double of what I was quoted. (There were places that costed less than what you ultimately charged me). One of the last guest relations specialist I spoke to said from his own mouth that he would send me a check in the amount of $226 and change. I asked for that phone call to be reviewed but was told that the call was not recorded. Now you are saying you listened to the call? You are liars! I regret not recording the call as I can see that you have no intention on honoring your word. I will never stay at the holiday inn or any other ihg establishment. I will also make it my mission to leave a review of my experience on every outlet that I can. You are not honest people and you have no integrity. P.S Overall, your staff is rude and the hotel was subar. I've stayed in MOTELS that were MUCH nicer and costed far less.
Sincerely,
[redacted]

Hi [redacted], I have received your notification regarding Mr. [redacted]'s IHG Rewards Club promotion concerns. I have added his comments to the documentation previously recorded when guest contacted under reference #[redacted]. I have called the IHG Rewards Club service center and was...

able to speak with a manager who verified the following: *  Mr. [redacted] has completed 15 nights*  He should receive 38500 points*  He has received 500, 3000, 2000, 8000, 25000 = 38.500*  He didn't stay 30 nights above goal to get 30,000*  He only stayed 15 nights so he doesn't get the 30,000*  1,000 points he wanted to share is showing as pending*  He must go online and reshare *  All other rewards need to be reshared so the desired recipient will get them. *  The posting time frame of the rewards is about 30 days While I appreciate that I was able to assist with Mr. [redacted]'s concerns it is best that he contacts the IHG Rewards Club Service Center directly for assistance with his account.  Sincerely, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted] InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],I am regretful of your continued dissatisfaction. Our documentation of your contact to Guest Relations states you were advised that our calls are randomly recorded and could not be sure the call could be found. However, our Team Manager did locate the call and was able to hear the conversation. You were promised a partial refund of $113.00 due to your dissatisfaction as a goodwill gesture. That promise has been fulfilled. Based on the additional research we have done at your continued requests we have found the initial resolution to be appropriate. We do hope to welcome you back as our guest in the future. Kind regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. **,I sincerely apologize you have not been contacted as of yet. I have reached out to the IHG Rewards Club Service Center on your behalf and requested they get in contact with you as soon as possible even if they are not yet at a resolution. I know they take our IHG Rewards Platinum Elite Members concerns very seriously and I know they are doing everything possible to get this resolved.  I am confident they will be in touch shortly. Thank you for your patience. 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:  I've contacted the owners of that property and they have opened an investigation into what happened there.  I called earlier and spoke with a manager who put me in touch with the owners of that property.  They agreed with me that this was unacceptable and they would compensate me generously for my waisted time.  As for IHG Guest Relations, I have taken to social media and sent a very detailed account of this incident and your refusal to satisfy a LOYAL PLATINUM ELITE member, Mr. [redacted].  It's because of your poor customer service that ultimately certified my decision not to deal with IHG in the future.  Thank you, but no thank you!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the point total is still incorrect even taking the 3 points per $1 spent assumption into account. Hi Brenda,Even taking the 3 points per $1 spent assumption into account, I calculated that I should have received a minimum of 58,738.47 points. My account currently shows 26,219 points.I will show you my math so my account can be properly corrected. Based on your previous response, you get 3 points per $1 spent at Army Hotels. Based on your terms and conditions, to reach Gold Elite, you must spend 10 nights, and you get 10% bonus points. To reach Platinum Elite, you must spend 40 nights, and you get 50% bonus points. To reach Spire Elite, you must spend 75 nights, and you get 100% bonus points.My first stay at the IHG Army Hotel is still missing from my account, which took place on June 18, 2017. I have the charge on my credit card for this stay at $75.28, which should be $75.28 x 3 = 225.84 points. This night was only a one-night stay, and I checked out on the morning of June 19, 2017. This stay needs to be added to my account.I returned to the IHG Army Hotel and stayed there from the evening of June 19th - morning of October 5th.Nights 1-9 (June 18 - June 26)·        Night of June 18: $75.28 x 3 points per $1 spent = 225.84 points·        Nights of June 19 - June 26: $68.25 per stay x 8 nights x 3 points per $1 spent = 1,638 points·        TOTAL: 1,863.84 points Nights 10-39 (June 27 - July 26)·        $68.25 per stay x 30 nights x 3 points per $1 spent = 6,142.50 points·        BONUS: 10% bonus points x 6,142.50 points = 614.25 points·        TOTAL: 6,756.75 points Nights 40-74 (July 27 - August 30)·        $68.25 per stay x 35 nights x 3 points per $1 spent = 7,166.25 points·        BONUS: 50% bonus points x 7,166.25 points = 3,583.13 points·        TOTAL: 10,749.38 points Nights 75+ (August 31 - October 4)·        Nights of August 31 - September 30: $68.25 per stay x 31 nights x 3 points per $1 spent = 6,347.25 points·        Nights of August 31 - September 30 BONUS: 100% bonus points x 6,347.25 points = 6,347.25 points·        Nights of October 1 - October 4: $69.75 per stay x 4 nights x 3 points per $1 spent = 837 points·        Nights of October 1 - October 4 BONUS: 100% bonus points x 837 points = 837 points·        TOTAL: 14,368.50 points Summing up all the TOTAL point amounts: 1,863.84 points + 6,756.75 points + 10,749.38 points + 14,368.50 points = 33,738.47 TOTAL points 33,738.47 TOTAL points + 25,000 bonus points for reaching SPIRE ELITE status = 58,738.47 points that should currently be on my account Please fix my IHG Rewards Club account to reflect the appropriate number of points I earned.
Sincerely,
[redacted]

Dear Mrs. [redacted],Thank you for contacting IHG regarding your IHG Rewards Platinum Elite member account.  I greatly appreciate you taking the time to bring this matter to our attention and apologize for any inconvenience you may have experienced.   The security of our guests and...

their personal account is of the utmost concern to us. We have forwarded your comments and information to our Fraud Department. As it is imperative that they do a thorough investigation, I am sorry but we cannot hurry up the process. I apologize for any inconvenience this has caused. Please continue to work with the IHG Rewards Club Service Center as they are in the best position to resolve your concern as quickly as possible. Also, I wanted to respond to your comment, that the points are worth hundreds of dollars. That is not an accurate statement, points have no monetary value. This is noted in the Terms and Conditions of the program under #12. You can review this by using the following link, http://www.ihg.com/hotels/us/en/global/customer_care/member-tc. Your comments are documented with reference #[redacted]. Once again, thank you for contacting us. Your patronage and IHG Rewards Platinum Elite membership is valued. Your patience is very much appreciated. 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:Simply regretting my continued dissatisfaction is not a solution. Appropriate action is required. Since you stated that “benefits are at our sole discretion and may be added or deleted at any time”, then I suggest that you add the benefit that those that were not advised about the change in the expiration of points policy be given the opportunity to have points reinstated; with the proviso that those members belatedly meet the new requirements, i.e. purchase of points or some other activity that would have been required to keep the account active each 12 month period. I’m trying to display a sense of fairness here. How about if you do the same?I might note that I read all mail that goes to my junk mail inbox, so no emails from IHG were received there, either. Perhaps you would like to provide records from your server that those emails were actually sent to my address. I have previously provided evidence that my account information was correct throughout the time period that you claim to have sent me emails.I would also like to point out that I have discovered complaints about the exact same issue from multiple other IHG Rewards Members online as well as on the Revdex.com website (which shows that your original response to my complaint was almost an exact copy of how you responded to others with this issue. A manufactured template to respond to customer service complaints? That’s not customer service. That’s just another example of your shameful business practices. How about providing a response that displays that you have actually read this?) What we all have in common is that we had all stopped traveling for a period of time and had no activity on our IHG accounts for a number of years. In spite of your denial, that leads to the most definite suspicion that your company intentionally targeted club members that were in this situation, with the hope that there would be continued inactivity that would produce a loss of the opportunity to redeem rightfully earned rewards points. From a company standpoint, it would be very appealing to increase your bottom line if you were to engage in an unfair practice that could likely produce a situation that resulted in a large number of rewards points that would go unredeemed. As I stated previously, if I do not receive a satisfactory response through this Revdex.com channel (doubtful, I guess, considering you have an F rating from the Revdex.com), then I will file a complaint with the FTC. Maybe they will have the power to delve into the matter to determine that this is most certainly an unfair and unethical business practice, but perhaps also a fraudulent business practice as well. I also intend to contact my local network TV affiliates’ Consumer Action desks and newspaper travel editors. Perhaps some bad publicity broadcast locally, or maybe even nationally, will convince your organization that you need to change your policy regarding reinstatement of points; again, only to those that were not informed of the policy change in a timely matter. I think that those of us that are taking the time and effort to file complaints with the Revdex.com, or presenting a detailed complaint online would fall into that category.Lastly, I find your suggestion that I or any of the others that have lost their rewards points in this manner would ever consider staying at an IHG property in the future is laughable. Why would we give our business to a hotel chain that has proven that customer service is last on their list of priorities? And why would I start all over again at zero rewards with you, when I have accrued a substantial number of rewards points and will continue to spend money and add to those points in the future with Hilton, Hyatt, Marriott, Starwood and Wyndham? You have the opportunity to change my negative attitude toward IHG and its properties by resolving this issue now.
Sincerely,
[redacted]

Dear Ms. [redacted], Thank you for contacting IHG regarding your account. I appreciate the opportunity to further assist. I have read your email in its entirety and I do appreciate the time and effort you have invested in the calculations. However, I can only go off what information I have in...

your account history. While researching your concern, I show you have 4 separate consecutive reservations at the PAL Military Hotels Fort Lee Lodging with no breaks between the days spent, this normally would constitute one stay. The hotel offered these concessions to optimize your earning ability. For instance, the first stay for a recently enrolled member only qualifies for a total of 1,000 points.  As the hotel adjusted your 95 night stay to reflect the first night as a one-night stay, so you would receive the 1,000 points enrollment allotment, otherwise your entire stay would have only earned the 1,000 point enrollment allotment while enabling the remaining nights at a regular earning rate. We show on September 21 you earned Spire eligibility. This allowed the final 14 nights of your stay to earn at the Spire elite rate of an increased 100%.   The following is a summary of points earned:*  [redacted] - 1 night (enrolling stay) = 1000 points*  [redacted] - 1 night at 68.25 Club base earning at PAL hotel 3 points per dollar = 205 points *  [redacted] - 94 nights at 68.25 Club base earnings at PAL hotel 3 points per dollar = 19,246*  [redacted] - 14 nights at 68.67 = 2,884 Spire level earnings at Pal hotel x 2 = 5,768While regular earning at our brands is 10 points per dollar, some properties, like our military and extended stay hotels earn at a reduced rate per dollar spent.  The military hotel location is contracted to earn 3 points per dollar while our extended stay brands are 5 points per dollar. 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. 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: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mr. [redacted],Thank you for taking the time to share your comments with Guest Relations. I appreciate all of the feedback we receive from our guests and regret your continued dissatisfaction.   I have documented your comments and have forwarded them to the appropriate parties. Our goal is to provide consistent high quality service to all of our guests/members. The purchase price of the points is non-refundable. This was explained to you on the website when you booked the room. If the reservation is cancelled within the deadline your points will be returned to your account including the just purchased ones, but the money spent to buy points is non-refundable. Unfortunately, to remain fair to all of our guests we must adhere to the terms and conditions of the program as previously advised to you. Your comments are documented with reference #[redacted]. Once again, thank you for your comments. I hope you will read through the website for IHG Rewards and discover how great this free program is when used properly. Your business and IHG Rewards Gold Elite Membership is valued.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