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We've been loyal customers for years. Until now. Booked a reservation, drove 6+ hours to get there, get to the hotel and they say "sorry we overbooked and don't have any rooms. Call IHG." Call IHG - They try to put me into a room at a hotel in a completely different location and charge me more money. I don't think so. I get to someone referred to as a "manager" who put me on hold for close to an hour before the call ended. Called back 3 more times before getting another human who didn't even tell me she was putting me on hold; all of a sudden there was silence for more than 10 minutes and the call ended. Call back again...Get "Dan"…Come to find out they wanted to charge me a cancellation fee on top of everything??..
He offered me points instead of money and they are trying to get the hotels to cover the difference in the rate instead of them paying. Needless to say, I have no desire to use their points or their brand ever again. Not only did they do NOTHING to make it right, I would have been stranded in a parking lot in an unfamiliar location without any resolution or place to sleep. And IHG could care less. So good luck if you choose to deal with this unprofessional, uncaring, inconsiderate, did I mention unprofessional…?
The facility was nice. Some of the rooms were in disrepair. Had to change rooms due to a leaky sink. The pool area was nice, but I didn't get a chance to enjoy it much due to the amount of children staying there at the time. I don't know if there was a sports tournament somewhere nearby, but there were literally 50 children running around the place. I stayed there because I was exposed to Covid & had to quarantine until I got my negative test back. Staff was friendly and helpful. Had I know how many children were staying there I probably would have chosen another hotel; because I was looking for a quieter atmosphere.
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Purchased a package to visit a timeshare (confirmed we would be staying at a resort we choose). When booking the stay I found out we would be staying at a local hotel not the resort (hotel I could have found for cheaper on my own) and would only visit the resort. As an individual looking to purchase into a timeshare why would I EVER want to purchase at this company that doesn’t stand to their agreement, I don’t want to purchase into a timeshare when I have not even had the opportunity to see what the resort is like.
Customer service is horrible, requested calls back from management several times, sent emails, called daily with no returned emails or responses. I even requested that the transcripts of the sale were pulled where I was never informed I would be staying at a hotel (not a Holiday Inn). There are more options for timeshares out there that treat you how you deserve to be treated.
IHG is and has always been the “real deal” in all aspects. Best All Around. They continue to amaze me with their choices and selections of such well qualified and excellent performing and efficient staff personnel.
I purchased the promotional getaway package after I joined the rewards program and was never told it was non refundable. They are refusing to give me back my money and to top it off I had the absolute worst customer experience over the phone today. She actually hung up on me. And I am not the type who yells or gets upset over people doing their jobs and I understood I will be emailing back and forth with guest relations to get my money back. I cannot believe the customer service not only do I want my money back but I will never stay at one of their affiliated hotels and I will guarantee not one person in my family (or friends) will stay either. I will post this review to every website until I get my money back.
I wish I were reviewing the hotels… I wish I were reviewing the hotels because I would be giving them a high grade as they do well in the product area. Where they lack is in customer service, IT IS HORRIBLE. Many things attribute to the lousy customer service, and I think it begins with their front line call takers. Not once have I called and had an individual who had command of the English language. I believe that they source out their call takes, and it shows. I am not xenophobic, and I am just of the belief that the call takers should have a command of the language so that problems can be handled appropriately. When the call takers find it easier to disconnect the call or place the called on infinite "hold," all it does is escalate the frustration of the caller (customer).
My situation was that I had reservations to stay at a property before a cruise I had scheduled over FIVE MONTHS in advance. I booked with points and cash. The cruise was canceled due to COVID-19, and subsequently, I had to cancel the room. I am a PARAMEDIC, and since this event, all vacation times have been taken away from us due to the pandemic, and I cannot rebook. IHG took my money and gave me points; the amount was at their discretion, for my unused stay. The points do not come close in value to the cash they took FIVE MONTHS IN ADVANCE.
I tried to convey to the call takers where my dissatisfaction was, and it fell on very deaf ears. Not only could they not understand the problem, but they were also powerless to offer assistance. They take no ownership in finding a solution. This led me to request, from senior management, a refund of my monies (all $126.00) in fairness. They have refused my request. They tout on their website their commitment to first responders, especially during this unprecedented time, yet they refuse to help this particular PARAMEDIC in making a fair claim. I find it uncanny that they advertise (on my back) their commitment to the community and first responders yet are absolutely unwilling to help me.
They have offered to elevate my status to Gold Elite so that I have more time to use the worthless points they gave me... That is where I stand. I hope, if you read this review, you will think about another brand for your vacation and business needs.
You have to fill out a form to “opt out” of IHG selling your private information to third parties! It should be the opposite! I don’t trust them anymore. What kind of decent company would sell off their own clients’ personal information? Obviously they care more about money than they do their customers.
$249 3 night timeshare deal. This is a shameful company with no integrity. It appears they are selling all these scam 'deals' to pay for new resorts. But who would want a timeshare with these sleazebags?
2)You will NEVER actually stay at the resort.. They will only ever book you at these low-ball hotels somewhere in the city limits close enough to show up for their high-pressure timeshare talk.
3) Read their reviews online - anyone who has booked these hotels and actually gotten in says the hotels are still under construction when you arrive. I guess that's where all the scam money is going? You have to sign a waiver for the noise and disturbances.
4) They book out new resorts before they even become available. Read the reviews. Many people found out their trip was cancelled just weeks before because the resort wasn't even built on time.
5) New Orleans is one of these new resorts. They advertised it back in October. It was not available to book. They said call back in December, it would become available in March. Now it's still not available for May.
6) I came THIS close to booking a trip to Florida, to the Best Western of course – until they finally went to confirm my trip to TEXAS.
7) Totally incompetent. Asked for a refund denied. Asked to speak to a manager. Denied. Finally got one. The next time I reached out to them they were no longer employed with IHG.
THESE PEOPLE DO NOT DESERVE ONE STAR. WHAT A SCAM.
After booking a hotel with the IHG group I was transferred to the Holiday Inn Vacations for their special trip opportunity for 249.00. I fell for the scam on the phone! UGH! tried to get a refund immediately after and no luck! Many calls and emails.. I was refused. Finally I thought I'll book something as I hate to throw away money.. talk about bait and switch. They booked me into this dive property 40.00 per night, The property was not even one of their "resort properties" they were telling you that you could stay at. In fact it's not even listed on their website! SCAM all the way.
I would warn anyone how about using their best price guarantee and watch prices carefully. The advertisement is a total joke and they will find any way to get out of based on a catch all that "they can't replicate it on their end". That they have the so called best price yet they don't. Even with one screenshots, nothing will satisfy this false advertisement. Misleading. Also note that their prices jump up and down every day from the time you book and the day after the price drops is totally maddening and they do nothing. The phone customer service appears to be overseas reps basically just reading text on the screen and is also not very helpful. Dealing with them is useless????
Intercontinental Hotels Company Information
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- Intercontinental Hotels
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