InterContinental Hotels Group

I am rejecting this response. As a consumer I would like to see your proof that I did not cancel the reservation. I DID NOT RECEIVE A CANCELLATION NOTICE FROM YOUR COMPANY. Where is the recorded call with myself and the phone rep. WHERE IS IT???? WHY CANT YOU PRODUCE THAT? I CANCELLED THIS RESERVATION AND I WANT A REFUND. YOU CANNOT VALIDATE THAT YOUR REPRENSENTATIVE DID THERE JOB.  THE REPRESENTATIVE TOLD ME THEY CANCELLED IT, I BELIEVED HER. SHE DID NOT CANCEL THE RESERVATION, SHE DID NOT DO HER JOB I WANT MY MONEY.  I WANT TO HER THE RECORDING OF THE PHONE CALL THAT I HAD WITH YOUR REPRESENTATIVE. THAT WILL PROVE THAT I CANCELLED THE RESERVATION. PRODUCE THE RECORDED CALL. THAT WILL PROVE EVERYTHING. OTHERWISE YOU ARE STEALING MONEY FROM ME. I DID NOT RECEIVE AND EMAIL THE REPRESENTATIVE DID NOT SEND ME AN EMAIL BECAUSE THE REPRESENTATIVE DID NOT CANCEL THE RESERVATION.I WILL ALSO BE CONTACTING RICHARD S[redacted]'S OFFICE ABOUT THIS ISSUE. I WANT MY REFUND. YOU ARE STEALING 178.00 DOLLARS FROM ME.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for recent email regarding the Holiday Inn Club Vacations. I appreciate the opportunity to further address your concerns.My office does not oversee the presentation tours or package sales at the Holiday Inn Club Vacation resorts. IHG yields the day to day operations of...

Holiday Inn Club Vacations to their individual property management team. Our IHG Guest Relations office is unable to assist you, as we do not have access to the Holiday Inn Club Vacations reservations, tour details, billing or contract information. Holiday Inn Club Vacations and Orange Lake Resorts have their own Guest Relations and Sales offices to assist you. For further assistance, please continue to work with the management of the Orange Lake Resorts. I have provided their contact information as follows:- HCV Tour/Marketing office complaints or help: 888-427-2947- Customer Service for TOUR:  1-800-353-1966- Customer Service for Club Vacations: 407-239-2299Once again, thank you for contacting us. I regret that I am unable to assist you further. Your patronage and IHG Rewards 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 your most recent contact to IHG. I am sorry to hear of your dissatisfaction with our IHG Rewards Club program. I appreciate the opportunity to assist.I have located your previous contacts and added your comments. I have forwarded your concern to our Corporate Liaison...

team. Your comments are documented with reference #[redacted].Once again, we appreciate you taking the time to share your comments with us. 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]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], I have received your additional comments. I am sorry for any inconvenience this has caused. 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 or inadvertently deleted. 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:IHG may be the only people that consider 12/15/16 as having more than one night.  To me one free night means that the first night of my reservation would be free.  The cost of the first night to me is $620.I have had numerous people read over the terms and conditions, each agreeing with my interpretation.  I understand now that a night is understood differently in the hotel business.  I would suggest that this is defined in the terms and conditions.It is pointed out that the word room is used rather than rooms.  It does not exclude rooms though.  There is quite the list of exclusions with no mention of multiple rooms.  I have additional questions and when I just called the number listed at the bottom of IHGs response and was told that I cannot be connected with the agent that responded.  I then gave them my reference number.  I was put on hold for a few minutes before hearing an automated message that customer care was closed, normal, business hours, etc and disconnected.  Despite the agent I was speaking to having my reference number and therefore my contact information, I have not been called back.I have never filed a formal complaint about anyone/anything before.  IHG has honestly been the worst customer service experience of my life.  
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for your most recent contact to IHG. I do apologize for the issues regarding your IHG Rewards account member I appreciate the opportunity to assist.I have located your previous contacts regarding this concern. I see that it is currently being investigated by the Rewards...

Club Service center, they are in the best position to assist. Lestlie the handling agent will be in contact with a resolution as soon as possible. I have added your additional comments and contacted Lest. This has been documented with reference #[redacted].  Once again, we appreciate you taking the time to share your comments with us. Your patronage and IHG Rewards 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]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

Dear Mr. B[redacted], Thank you for taking the time to share your comments with IHG Guest Relations. We appreciate all of the feedback we receive from our guests.   I again am sorry you feel you are losing status. As I have mentioned you have not lost any benefits that you have always enjoyed. Yes we have added another tier with requirements that are not associated with the credit card usage. You still have the highest status for our credit card members. Your Platinum membership is very much valued. We have documented your comments with reference #[redacted] and have forwarded them to the appropriate parties. Once again, thank you for your comments. We do appreciate your business and your IHG Rewards Platinum Elite Membership is valued and we hope your future travel plans continue to include IHG.Kind 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],I have received your most recent contact via Revdex.com.    I have documented your comments and have forwarded them to our Corporate Liaison. Our goal is to provide consistent high quality service, and I am confident the necessary steps will be taken to achieve complete assistance. Once again, thank you for your comments. Your business and IHG Rewards Platinum Elite membership is valued and we hope your future travel plans continue to include IHG.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

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],Thank you for contacting IHG via Revdex.com regarding the InterContinental Moana Beach, Bora Bora. I apologize for any inconvenience this issue with the unknown charges you received has caused. I do appreciate the opportunity to assist. 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 $120.00, on their behalf. This check represents a refund of the shuttle boat 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 Platinum Elite Membership is very much valued. 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: The hotel group still has not addressed the false advertising. Attached is a photo of a page of the binder the hotel places in every room, which states what their policy is. I have not received what I am supposed to, according to their own policy, and it is not right. I did speak with the manager of the Staybridge Suites today. She stated that they were not able to offer me another room (one that was not next to a large barking dog) during my stay, because they were fully booked. That is not my fault. She said they did contact the owner of the dog, but obviously they were not able to get the dog to stop barking. Again, not my fault, but something I suffered for and shouldn't have. She said she was sorry that I hadn't been aware that they were a "pet-friendly" hotel. So am I, in this case, because I had assumed hotels to be people-friendly primarily, and above being pet-friendly if there were any conflict between the two, but the Staybridge Suites in San Antonio isn't like this, apparently. The most the manager was willing to offer me was a refund for 1 night of my stay, so I took it, because she wouldn't offer what I am supposed to receive according to hotel policy: A refund for the portion of the stay where I was not satisfied- that is 3 nights. She denied that their policy offered a 100% satisfaction guarantee. The attached photo shows otherwise, but I wasn't going to argue. It should be noted that I never asked for a 4-night refund, because honestly, the first night I slept. I don't know if the dog wasn't there yet, or if I was just so exhausted from the early morning flight I took, that I couldn't be woken even by that loud dog. Either way, I only requested a refund for the portion of the stay where my sleep was affected, 3 nights, which is in accord with the policy. The 20,000 miles that  IHG has credited to my account is paltry, and does not make up for even one of the nights, 1st because the policy states a refund is in order, and 2nd because a 1 night stay in most hotels I would go, is around 40,000 points. They've only credited half that. So, the fact remains that IHG & Staybridge have been caught in a false advertising scheme, which seems to be intended to make guests feel secure... until they actually have a problem, at which point they realize that this is just a dishonest marketing ploy. Staybridge has refunded 1 night. That is better than nothing, but it is still not what they were supposed to do, and I think it is a mark of bad business practices.  
Sincerely,
[redacted]

The reason for my rejection to IHG's resolution was they promised to contact me again, and I was sure they would not. As of today, Friday Feb. 17th, 2017 no one from IHG have reached out and my account is still in the same status as it was when creating this complaint. [redacted]

Dear Mr. [redacted],Thank you for your recent contact to IHG Guest Relations. I apologize for the time it has taken to resolve your billing concern. I appreciate the opportunity to further assist.I have called the hotel on your behalf and I spoke with Pamelia, Manager on Duty. She advised she...

did receive your email yesterday and has investigated this billing concern. She did issue another refund to your AMEX card yesterday evening. Please allow 3 to 5 billing days (depending on your financial institutions posting policy) to show in your account. This has been documented 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 Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No. 108450190InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting IHG regarding our Rewards program. I am sorry to hear you are not satisfied with how our program works. Perhaps I can shed some light on this for you.Please be advised, the program does state very clearly how this is determined in the Terms and Conditions,...

Elite Membership #1 Points for Elite Status – For purposes of determining Elite status, IHG® Rewards Club points are classified as either Qualifying Points or Non-Qualifying Points. Points earned from Qualifying Rates paid for hotel stays, spend on IHG® Rewards Club credit cards, select partner activity, IHG® Rewards Club Bonus Points Packages, and Qualified Spend through IHG® Business Rewards are considered Qualifying Points and are counted toward Elite status. A Qualifying Rate includes the following: non-discounted rate, standard corporate rate, worldwide sales negotiated rate, national/regional/local government rate and specified leisure rates as confirmed by the IHG reservation system. All other point earning transactions, including points earned from IHG® promotions, Elite status bonuses, activation bonuses or select promotions offered through IHG® Rewards Club credit cards, select partner promotions, point vouchers, point purchases, point transfers, and point deposits, will be considered Non-Qualifying Points and will not be counted towards Elite status.It is never our intent to misinform our members. I sincerely apologize for this situation, however, it is your responsibility to be aware of the Terms and Conditions when agreeing to any program you become a member of. To avoid situations such as this in the future please review the Terms and Conditions which are available on our website and at the following link: https://www.ihg.com/hotels/us/en/global/customer_care/member-tc#eliteIn addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued 1,000 points to your account. These points will appear in your account within the next 7-10 business days. Your comments are documented with reference #[redacted].Once again, I appreciate you taking the time to share your comments with us. We value your patronage and IHG Rewards Gold 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]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 stay at the Holiday Inn Express Chapel Hill. 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 $107.00, on their behalf. This check represents a refund of your disputed amount. You will receive it under separate cover within the next 10-14 business days.Please be advised, IHG does not manage the day to day operation of the hotel. We are unable to make any concessions for upcoming room assignment. You will need to contact the hotel directly. Your comments are documented with reference #[redacted].Thank you for bringing this to our attention. Your patronage and IHG Rewards Club membership is very much valued. 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

Complaint: [redacted]
I am rejecting this response because:The chance of staying at this hotel location is zero in the next 365 days, so the one time goodwill gesture is just garbage. This hotel booking has caused so much wasted time and stress.I will NEVER stay at an IHG owned hotel or Holiday Inn hotel ever again. How greedy can greedy get?? Thanks for your non-existent customer service.I think I will take this to arbitration.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this resonse because: Hi Brenda,Thank you for your further help.I am sorry about the inconvenience that this issue has brought up to both you and me. The only reason that I am working so hard on this issue is because I really did not make those transactions by myself. I do feel disappointed and a little bit angry when I tried to explain this to Hong Kong Intercontinental manager a while ago. They simply just refused to investigate more into this issue. And that is why I had to address this to Revdex.com for your attention.As a frequent traveler, I do still like IHG hotels, therefore I sincerelyhope that this issue can be resolved properly. I look forward to hearing back from you.Thank you and Happy Thanksgiving to you.
Sincerely,
[redacted]

Dear Mr. [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. Expired points cannot be reinstated. 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

Hi Kristine,In regards to Mr. [redacted]'s concerns, I have documented with reference #[redacted]. I have copied the email sent to guest as well as the actions taken to resolve Mr. [redacted]'s concerns in the case notes. Regards,Brenda J[redacted]Case ManagerCustomer CarePhone: [redacted]Fax:...

[redacted]IHGInterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Ms. [redacted],Thank you for contacting IHG regarding your reservations at Candlewood Suites New Bern. I appreciate the opportunity to address your concern.  After further research, I have found your reservation was originally booked under the advanced purchase rate. When you chose this rate...

online, it stated it was fully prepaid and nonrefundable if you cancel, more than once. These terms were agreed to online before the system would give a confirmation number. We fully support the restrictions of this rate and are unable to process a refund.For future reference, we offer this rate to people who would like a discount and are sure of their plans. There are other options when booking online that are more flexible and allow you to cancel.As a goodwill gesture sometimes a hotel is able to allow a date change. However, in these situations if on the day that is chosen the rate is higher the guest will be responsible for the difference in rates and if it is lower there will be no refund. This has been documented with reference #[redacted].Thank you again for contacting us. We do appreciate your business and hope to have you as our guest in one of our hotels soon. Sincerely,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