ComplaintsforInterContinental Hotels Group
Hotels
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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.Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked to stay at the ********** suits in **************, SC for myself and my wife for our honeymoon. We were set to arrive on October 7th. We ultimately decided to cancel our reservation due to possible impacts of hurricane ****** along the coast and put our safety above our honeymoon plans. We canceled the reservation on October 6th after watching the path of the hurricane very closely for several days. At the time of booking/canceling to stay at ********** we did not realize the booking was nonrefundable. My wife was informed by the hotel when she called this week on October 15th it was within the policy of our booking we would not get any compensation for our 5 nights we booked and paid for even with the hurricane as a possible threat that could have potentially impacted our stay. My wife spoke with two different people at the hotel and even asked if a credit to stay at one of their hotels in the future would be possible the general manager declined and said it was in their policy that we could not get any compensation.Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Valet parking wrecked my car is would like it fixedInitial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I sent the ** ******* ******* at the Holiday Inn University in ********* 2x. I First let me begin by saying I chose this location for my birthday staycation which I was hoping would be an easy relaxing trip but it wasn't. I arrived around 6 pm on my birthday 9/24 and was giving a handicap accessible room. I was like why would you give this room to me if I did not request it. What if a person who needs it comes. That was room 717. SO now I am 30 minutes into trying to get into a room. I return to front had to wait until others check it and I was given 731 which was worse. By Then I felt horrible because I was being given horrible rooms on my birthday. Also, I let the front staff know during check in that it was my birthday and to please let my check in be a smooth one. Now back to 731 , I get in there and the room just seems so off but I was tired and I was like I don't want to come off as complaining so I said make the best but I just could not because there was no iron, it smelled like mildew in that room and the ceiling had mildew. Luckily I saw the maintainance person and said hey i need another room. He was like who put you in this room this is an overflow or some type of room that should not be reserved to guest. He then went and got me another room 729 so by now 1-2 hours have gone by because I decided to get settled in 731 but when I saw the ceiling I was like I will die in here if I continue to inhale what looked my mold/mildew. So I finally get into 729 and I told the guy my refrigerator wasn't working, never got a replacement until the next day. I was giving 2 breakfast passes but they didnt serve anything I ate so I grabbed fruits and tea but it was a waste. but I think I deserve a do over for this staycation that was more stressful than it should have been. One incident is ok but 4 and more is too many. My stay was from 24-26,26-27 ... During my booking I chose the wrong date and had to book another day that's why you see two set of dates.Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
09/25/2024 checked into ***************************, *************************************** at about 10:30PM. In my room I noticed large crickets, one in the bedroom which went under the bed and one in the kitchen which went under the refrigerator. I called the front desk and he stated he would have an exterminator come in the morning and spray the room. I was up and down through the night as I had never seen crickets that large. The next morning I went to my conference and came back in the afternoon. About an hour later I left for the evening portion of the conference. When I came back to the room there was a large cricket near the bathroom and one that ran under the bed. There was also one crawling on the living room curtains. I called the front desk and was told I could not change rooms and my only alternative was to find another hotel. It's about 11:30pm and I had no where to go. I called ******************** and was on the phone crying and very stressed about my situation as I could not sleep in a room with large crickets crawling around. **************** representative as very kind and stayed on the phone with me trying different hotels in the area that had availability. By now it's about 12:30pm as I got my stuff and went downstairs to check out. I got to my destination driving about 40 minutes in the middle of the night. I was very disheartened, emotional and crying. This should never have happened to me. By the time I got to bed it was about 3am and I ended up missing part of my conference the next day as I was just exhausted from not getting adequate sleep for 2 nights.Initial Complaint
10/14/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The following serious issues arose:Non-functioning Restroom: The restroom facilities in my room were not operational, which was highly inconvenient and unacceptable. The entire hotel, including my room, had a strong, unpleasant odor of mold. This was consistent with numerous reviews I found on ******, yet no efforts were made to address or fix the issue. Unhygienic Living Conditions: My room was infested with roaches, which is a severe health and safety concern. Despite reporting this, no immediate remedy was provided. Racist Treatment and Forced Eviction: When I raised my concerns with the hotel staff, I was treated disrespectfully and experienced what I perceive to be discriminatory behavior. I was told to leave the hotel within an hour, even though I had paid for my stay. Questionable Compliance: Based on my experience, I question whether this hotel has met the necessary health, safety, and legal standards required to operate. As I was in a transition period due to relocation and had all my luggage with me, it was not feasible for me to immediately vacate the hotel. I initially received a verbal assurance from the hotel that I would be refunded for the days I was unable to stay due to these conditions. However, the hotel has since reversed this decision and is now denying my refund request.I am seeking a full refund for the nights I paid for but was unable to stay due to the hotel's conditions and its unlawful eviction. The conditions were completely unacceptable, unsafe, and far below the standard expected for a paying guest. I kindly request the BBB to assist me in resolving this issue and obtaining the refund that I am rightfully entitled to. Please review that attached images for reference Thank you for your attention to this matter.Thank you,******* *****Initial Complaint
10/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We cancelled reservation for Holiday Inn ******************************************. Reservation was for Oct 7-11. We cancelled on the 7th. Charge should have been $309.60, but they charged us full amount of $1399.40.Initial Complaint
10/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am extremely frustrated with the call I received this morning. I merely requested to add a name to my reservation, and it altered my entire total. There are only two individuals in room ******** and just one in ********, so why did the cost double? Now I have to take time out of my day to resolve this issue. This is incredibly annoying. All I needed was to add someone's name, and they would provide their credit card number for payment. It shouldn't be this complicated to make a simple adjustment. I expected a straightforward process, not a financial headache. If they can't handle a basic request, how can I trust them with more complex arrangements? I just hope the customer service team can sort this out quickly and restore my faith in their service.The representative made an error and then transferred my call. The call was disconnected.Initial Complaint
10/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We went to the Holiday Inn ************* hotel and encountered many drug addicts, smoking cocaine and marijuana asking us for money. A man Started following us and we felt very threatened and ran into a **********. In the front of the hotel where many homeless people sleeping and the smell of drugs was everywhere. We checked in and got to our room and it smelled horrible. We went to the front desk and we checked out and we are requesting a refund due to safety concerns. The confirmation number is ********Initial Complaint
10/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hotel cancelled my reservation and did not provide alternate accommodations. Just said too bad, so sad, we wont honor your reservation because the hotel is changing ownership and provided 1 week notice despite *** knowing for well over a month. Should have offered alternate hotel under California law, and provided compensation for this problem they caused.
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Customer Complaints Summary
956 total complaints in the last 3 years.
327 complaints closed in the last 12 months.