InterContinental Hotels Group

Dear Ms. [redacted],I have received your notification regarding the Priceless Surprise Promotion. I have not been able to locate any previous contacts from you regarding this concern. I have documented your comments with reference #[redacted]. As I do not have access to this IHG Rewards Club information I...

have submitted a request to IHG Rewards Club to investigate this claim. I should have an answer for you by the end of the week. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable.
Sincerely,
John C[redacted]

Dear Ms. [redacted],Thank you for contacting IHG Rewards Club regarding your account. I do apologize for any inconvenience you have experienced.  I appreciate the opportunity to assist. I have located your previous contact on April 28. I do not see any previous contacts reporting an issue with...

the link. I have contacted the IHG Rewards Club regarding your concern and have been advised they are not aware of any issues with the link as well. If you were not able to book a room with the link it was because the hotel was sold out of Reward Night rooms or it was outside of the booking date. I am sorry but we are not able to reinstate expired promotion nights. If you have any further questions please contact the IHG Rewards Club Service Center. This has been documented with reference #[redacted]. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Platinum Elite Membership is valued. Have a fantastic day!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

Dear Mr. [redacted],Thank you for contacting IHG Guest Relations. I apologize for any inconvenience or frustration this situation has caused you. I appreciate the opportunity to assist. I have called Maritz our redemption partner on your behalf, they have advised the wording on the website is...

correct. The items do ship out from the warehouse in 3 - 5 business days; but you then must allow 7 - 10 business days for the USP mailing time. Please keep in mind there is a Holiday this weekend with no mail delivery. I am sorry for the misunderstanding. I have been advised your items were shipped from the warehouse on May 23rd (5 business days from when you ordered). You can expect them sometime next week, allowing for the holiday. Your comments are documented with reference #[redacted]. Once again, thank you for taking the time to contact us. Your patronage and IHG Rewards Platinum 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 e-mail and inform us about your recent experience with the Holiday Inn Express Thornburg-S. Fredericksburg. I am sorry to hear of the inconvenience of retrieving your left items. I understand your concern.I have documented your concern; it is...

regrettable in your circumstance that you have had the same issue with another hotel recently. While I understand your items are of personal value, the hotel is not liable for lost or left items. The hotel did find and keep your meds locked up in a safe place. They did mail them to you, to the address you provided. I am sorry they did not reach you when expected. Based on the information provided, we have determined the hotel correctly applied the expectations set upon their agreement with IHG related to lost or left items on their property.  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 for compensation. This has been documented with reference #[redacted].In addition, I have reviewed your concern with the additional 5,000 points promised regarding your stay in Hagerstown, MD. The points have been approved and should show in your account within 2 business days. This has been documented with reference #[redacted]. Once again, thank you for contacting Guest Relations. Please rest assured that we value you as a customer and IHG Rewards Platinum Elite member and look forward to being of service to you in the near future.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 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 #[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:  this business is stealing money from me by intentionally accepting funds from me for a service and product they were unwilling to produce or provide. This process was maliciously premeditated. Furthermore, the hotel  is the party that first noticed an inaccuracy in the date and told me not to worry about it. The manager of the hotel claimed the night audit had not yet been run and so the booking date could be corrected. it is now evident he was trying to appease/stall me for the moment instead of taking immediate action. He was negligent and crafty. His true intent was to steal money from me.  As I was not yet in New York,  there was no possibility for me to receive this service. Without having a physical presence I could not demand fair trade. The actions of the manager and the hotel are criminal, dishonest, and must face judgement and due consequence.  IHG is unwilling to own their fault. I will progress this matter to the proper authorities, media, and legal channels. All unethical, bully style, strong-arm practices such as this  one must be exposed, extradited, and put to rest. what's right is right and what's wrong will always be wrong. Shaming IHG,
[redacted]

Dear Mr. [redacted], Thank you for contacting IHG regarding the difficulties you experienced with your reservations for the Holiday Inn Corpus Christi Downtown Marina. I sincerely apologize for the reservation confusion. I greatly appreciate you taking the time to bring this matter to our attention...

and apologize for any inconvenience you have experienced. It is IHG's goal to consistently provide superior customer service 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 management of the hotel 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. In addition, I have requested a check be sent to you in the amount of $119.60. This check represents a refund of the no-show charge.  You will receive it under separate cover, within the next 10-14 business days. This has been documented with reference #[redacted]. 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.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:Hello Revdex.com, The answer to your question is, no, I do not believe that this issue has been resolved.  Since the IHG Cancellation Policy reads  “ cancelling reservation ( before a specified date & time ) will result in no charge” and I was charged $70.00, clearly, their policy statement is false.  I would expect that the Revdex.com should use its influence on IHG to edit or delete this false statement from their cancellation policy in these cases so that IHG Corporation stops stealing folk's money through IHG’s deceptive practices. 
Sincerely,
[redacted]

Dear Dr. **,Thank you for your most recent contact to IHG. I do apologize for the confusion. I appreciate the opportunity to assist.I have reviewed your account details and I find a Reward Night was booked Sept. 10, 2017 with confirmation #[redacted], 20,000 points deducted from your account. Then on...

Nov. 17, 2017 it then shows the return of 20,000 points with the cancellation of reservation #[redacted]. It appears in your account as: Reward Night - Canceled  [redacted] 23Nov17 - 24Nov17 1 Night   0. Had you been charged 20,000 points it would show as -20,000. 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. Should you need further assistance please contact the IHG Rewards Club Service center, the number is on the back of your card. 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: Sent requested info
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your most recent comments. I do regret you remain dissatisfied. That is truly not our intent.I have once again reviewed the situation. I feel that your concerns were fully addressed in my prior response to you. I understand that this is not the response you were hoping for. I have been advised by the hotel management that they did comp your breakfast and issued a refund for one night at $239.70. I was also advised you were charged for a long distance phone call of $2.00 and your lunch at $67.04 will stand. Your comments are documented with reference #[redacted].Once again, thank you for contacting Guest Relations. Your patronage and IHG Rewards Spire Elite membership is valued. Have a fantastic 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

Dear Mr. [redacted],Thank you for contacting our office regarding your experience with the IHG Rewards Club. I apologize for any inconvenience this situation has caused you.  I have forwarded your email and information to our Executive Office for review. As you have requested to escalate your concern, it is now out of my hands. The Executive Office is aware of your concern and will respond as soon as they can. For your records, your concerns have been documented under our reference number [redacted]. We greatly appreciate your patience. The Executive Office will respond to you as soon as possible.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:This is an unacceptable response, and the lack of wanting to do anything on your part is absurd.  There should be no ongoing investigation.  I never booked an overnight stay in Bangkok.  I don't even know where Bangkok is nor have I ever visited there.  If you were to look at the reservation and find out where the reservation was emailed to, you would notice it wasn't my email address.  The fact that this has been going on for 3 weeks now and your company still hasn't found a resolution speaks volumes when it comes to customer service.  I will be sure to share my experience everywhere that I publicly can.  This is the largest waste of time I have ever dealt with.  I will never do business with your company ever again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They did provide me an update on July 29th. However, the " update" was simply "please wait to August 12th". This is just more ridiculous. 
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for contacting IHG regarding the billing you received from the InterContinental Buckhead Atlanta. I am sorry you were charged for parking by both the hotel and the kiosk.  I greatly appreciate you taking the time to bring this matter to our attention and apologize...

for any inconvenience experienced. I have contacted the management of the hotel regarding the charges you received. After researching the matter, I have requested a check be sent to you in the amount of $28.00. This check represents a refund of one parking charge.  You will receive it under separate cover within the next 10-14 business days. Your comments are documented with reference #[redacted]. I have also noted that Jessica responded to you yesterday via email with compensation regarding the service quality concerns. Your comments are documented with reference #[redacted]. I do apologize for the issues you encountered while our guest. I hope you will continue to choose IHG giving us a chance to show you what great service we can provide.  Once again, thank you for taking the time to contact us.  We value you as our guest and IHG Rewards Club member. Kind regards, Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] #[redacted] & #[redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Complaint: [redacted]
I am rejecting this response because:
Yes, I was comped a night and breakfast  due to the fact that drunken patrons from a wedding  and their children were screaming and yelling in the halls during all day and thru the middle of the night disturbing us as well as other hotel patrons necessitating security to remove them. Furthermore, you have not produced a receipt with my signature proving I ate this lunch. I did not eat lunch at the hotel. I am not satisfied with your terse response stating that the charges will stand.  I am enclosing a folio from the hotel which states the charges were in error, if the charge is not reversed on my credit card I will speak the with  NY attorney generals office with your business practices if this is not resolved.
Sincerely,
[redacted]

Hello Kristine, I have received your notification regarding Mr. C[redacted]'s concern. I have located a previous contact to our office and have added his comments. I have also responded to Mr. C[redacted] with a in depth explanation via email. Regards,Brenda J[redacted]Customer CareIHGPhone -...

[redacted]Fax: [redacted]Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because: No one called or emailed me this week from IHG per there message.
Sincerely,
[redacted]

Dear Ms. [redacted],I have received your most recent contact regarding the Holiday Inn Club Vacations. It is with regret that I learned of your continued displeasure. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide. Perhaps I can shed some light on this for you.As previously advised the Holiday Inn Club Vacations has their own Guest Relations department due to the detailed contracts and terms required. My office is not trained in this nor do we have access to their information. If you would like to discuss this further you must contact them directly. I have previously provided their contact information. I hope you can appreciate this is not an attempt to avoid your concerns as I do understand that this is not the response you were hoping for. Please rest assured your comments will remain on file and they will be used in our assessments of guest satisfaction. Your comments are documented with reference #[redacted]. Once again, thank you for allowing me to further advise. I regret that I am unable to assist further. Your patronage and IHG Rewards Club membership is valued.Cordially,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