ComplaintsforInterContinental Hotels Group

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We reserved 4 day and payed $708.56 to the hotel few weeks in advance.But at the last minutes when I was boarding the airplane, the hotel told me there is no elevator service during my stay.They ask me to canceling my reservation, or changing to another hotel I never heard about. I decided to keep the reservation because I do not have other choice.The hotel promise to keep all other service as normal. I confirm this again at the check in, specially about clean service. But after I assigned the room, it is very dirty and look like not cleaned properly. There is even no enough clean supply. This issue continued for all my stay. Please see the detail as below:1. 8/24/2024, 10PM check in: both washbasin and sheet are very dirty. Even the floor tile is loose.2. 8/25/2024: when I come back at night, both the toilet and sheet are dirty, even I have to ask to change the sheet in early morning.3.The supervisor even blame me make noise in the night. But finally it is proved the voice is from other place. 4. At the early morning of 8/28/2024, I found sheet are extremely dirty. the shower is very dirty also.I get itch and headache every day during my stay.The supervisor use the excuse as I do not allow the clean person to enter my room. But that is not true.I try to discuss this with the supervisor during or after my stay, but the supervisor never talks with me or answer my call. I call few times to ask GM to follow up the issue, but the ** never respond back to me.The hotel did not provide the right service. So I ask the full refund for my reservation.

  Business response

  11/13/2024

  *** Received the BBB complaint on November 13, 2024. Unfortunately, the  information provided did not allow us the opportunity for a complete  review. Our ************* team reached out to ******** **** via email, to gather more information. We are anticipating a response and will work directly with the customer to resolve this matter. We consider this BBB complaint closed.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Feeling scammed and disappointed of the violation of hotel policies and my consumer rights. False Advertisement: If the hotel advertised services or amenities that were not provided or were misrepresented. Breach of Contract: Hotels typically enter into a contract with guests when reservations are made, either explicitly or impliedly. If the hotel fails to fulfill its obligations under this contract, such as providing the reserved room type or amenities, it could be considered a breach of contract.Overcharging: If the hotel charged you more than what was agreed upon or advertised, and this was not due to legitimate reasons such as taxes or disclosed fees, it could constitute overcharging.I am requesting a full refund of $266.58 and access to the unused credit from my account. Please understand this is my second complaint notice that I have submitted online, and unfortunately, I have not received a follow-up resolution thus far.

• Initial Complaint

  10/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I called **** reservation line to make a reservation under the **** voucher for a natural disaster. I was told the property I called about was full and so they offered to book me at a nearby property. I asked if this would be covered by **** the same way as the other property and was told yes. I asked several times if I was responsible for any payment and was reassured several times that my card would not be charged now or at check-in. The next day which was check in day, I was notified via phone call from the property that they do not accept the **** voucher and that instead they could offer the **** rate of $148 a night. This would amount to almost $850 for my stay with taxes and fees. Ive been on the phone all day with *** corporate and they have offered no solution or assistance in this matter. Im just told they will cancel the reservation without a fee or I will need to pay to keep my reservation. I have been hung up twice by *** ****************** family and I were notified at 4:45 pm the evening before that we would have to vacate our apartment for at least 5 says so I found relief when I was told that this reservation would be covered by ****. This has been a stressful and difficult process for my family and we dont have anywhere to go or the money to stay somewhere safe and comfortable. I would like *** to allow me stay here at no cost due to the fact that I was booked here under that pretense and now dont have time or money to find other reasonable accommodations.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We booked 2 single night stays at this hotel in October. When our plans changed in July, we canceled the reservations online. In October we were charged for both the night stays. We contacted the hotel and the person at the time could not help me. While waiting to call back, we contact *** customer relations and intitated an internal case to request the refund. When we called the hotel back I was informed that since we could not provide the cancellation numbers, we would not receive a refund - we were a no show. I said that I could not see the cancellations in my online account and they said that was untrue, that my account would show all history of cancellations. I called *** customer relations back and they contacted the hotel - with the information from their system showing that the reservations were cancelled. The hotel said that since THEIR system didn't show the cancellations, they were not going to refund the money. Customer relations informed us that my online account will only show cancellations that fall within 3 months - so neither are now visible to us. *** is trying to resolve and suggested we dispute the charges. That won't work because a dispute will contact that hotel and the hotel will say the charges are valid. We did everything right to cancel in a timely manner, the *** overseeing system SHOWS the cancellations, and the hotel still will not honor it.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 29, 2024, I made a reservation with the confirmation number ******** for the Holiday Inn ***********************. According to the booking conditions, no advance payment was required. However, on September 1 the hotel charged my amex card without authorization.I canceled the reservation within the free cancellation period on Sep 10, 2024, but as of today, I have not received my refund. On September 17, I called **** Greater China customer service line to report this issue but did not receive a response. I followed up with calls to both the Greater China hotline and ***'s U.S. headquarters on September 19, where I was finally given a case number: 10551414663.However, the *** Greater China representative, ******* Ou, was dismissive during our conversation and informed me that *** could not provide any further assistance, directing me to resolve the matter directly with the hotel. Following this, I received an email from the hotel apologizing for the incorrect charge and promising a refund within 1421 business days. Despite this, I have yet to receive the refund or any further communication regarding this issue.I contacted the hotel again today and spoke with a representative involved in this case, who could not explain why I have not received the refund. Furthermore, when I inquired why the hotel charged my card in advance contrary to **** policy, the representative explained that due to a high volume of bookings from Chinese customers, the ********************** felt it necessary to charge in advance. I find this justification to be discriminatory and *************** a dedicated *** customer, I am deeply disappointed by both the hotels actions and the lack of support from *** customer service. I kindly request that *** take immediate action to resolve this issue by ensuring the hotel processes my refund and provides compensation for the inconvenience caused. Additionally, I ask that *** investigate the hotels discriminatory practices against Chinese customers.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I am writing to formally submit a complaint regarding my recent experience at IHG Holiday Inn ******, located at ********************************, from June 21st to June 23rd. During my stay, I encountered a serious issue with a bed bug infestation in my room.On the first night, I reported the problem to the front desk and requested a different room. Unfortunately, I was informed that no alternative rooms were available. I then asked to be transferred to another hotel, but my request was denied.After further attempts to seek assistance, I spoke with a manager who misrepresented her authority and suggested I stay at the Renaissance Hotel, claiming it was a sister property. She assured me that I could bring back a receipt for a full refund for that night. I complied and stayed at the Renaissance Hotel, but now IHG Holiday Inn Denver is refusing to provide the promised refund.Additionally, I filed a claim regarding this matter (Case #***********) and spoke with ******* and *** in upper management at corporate, who were unable to assist me. I was told I would receive a call from the operations manager's assistant within 24 hours on three different occasions from June 22nd to July 10th, 2024, but I never received any call. I also emailed **************************************** and ******************************************* but did not receive a response. Ultimately, I was promised a refund of $293.03, which I have yet to receive.I believe this situation reflects a lack of professionalism and concern for guest welfare. I would appreciate your assistance in resolving this matter and obtaining the refund I was promised.Thank you for your attention to this issue.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently stayed at a property in ***, Kimpton Hotel Eventi. Let me tell you our awful experience. I booked the room about 90 minutes prior to checking in. I actually called and had it booked over the phone with customer service. The Military price she quoted me was told to me as the final price with all fees and that valet would be separate. I showed up to check in and was told more fees she failed to disclose. The a big issue was they failed to mention there was a gas leak and the property had no hot water. We stayed and the hotel did comp for that. HOWEVER, we had a worst issue that occurred upon check out. I called downstairs at approx 1:40 PM to have them come get our bags and grab our car from valet. By 2 pm, we had maids at our door asking about us checking out. At 2:15 I call back downstairs and the girl working on the right side of the desk tells me she FORGOT to call call the ******* and valet. WE go downstairs and valet still had NOT been notified of us coming down. We had to wait until 2:45. They offered no apology, no accountability. We HAD reservations for a ferry at 3 pm. We missed our ferry, we missed our lunch, and the entire day was a domino effect due to the negligence of this worker. I called twice with a case number of **********. I was told since we were already compensated on the water issue, they weren't helping any further. I am asking for help and assistance on this matter. We were treated horribly and the lack of service from your employee, caused a huge mess.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a hotel reservation on the *** site several months ago and initially when we received our e-mail confirmation, the dates were wrong due to an error on the *** system (it booked the reservation for the next day, instead of what we wanted) so we had to cancel the wrong reservation and book again. The original reservation was paid with a credit card. However, when we made a new reservation, it converted the funds to points instead of issuing a refund to our credit card.For several months, we have tried calling *** to resolve this. We reach overseas agents in an call center in the ***********, all who refuse to help and hang up on us.Our credit card company (****) has advised that the funds should have been credited, as any transaction should be done in the form of original payment. *** refuses to do this, and issued points instead.We cancelled the reservation today and it still shows that points were issued.RESERVATION NUMBER ******** (cancellation number is 53123022.)WE ARE REQUESTING THAT OUR CREDIT CARD BE ISSUED THE REFUND OWED. WE DO NOT WANT REWARDS POINTS INSTEAD.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a guest at the ***************** hotel 913 ****************************************** ******* from September 25th to October 16th All of the staff has great customer service I was informed that cleaning of my room took place every 7 days. I was not informed that I could not leave dishes in the sink or trash in the garbage can on my checkout day which was the same day as designated cleaning and that the cleaning of the room would be excessive. I was denied my security deposit of $20.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Due to Hurricane ******, I was unable to complete my stay. The booking was from 23 September to 30 September. I contacted my booking site to request a refund for 29 and 30 September. The hotel was evacuated due to a *************, electricity cell service, and no available food. Upon leaving, I was informed by the general manager that I could get a refund for the unused days. Any assistance in this matter will be appreciated.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩