InterContinental Hotels & Resorts Reviews

After a June two room 1 night stay by my sister and myself, I received an erroneous and unauthorized smoking charge. I was unaware of the charge as checkout consisted of dropping keys into an unattended front desk with no statement. I learned of the erroneous charge only when I returned to book another night and was refused accommodations. I confirmed the charge through IHG. I requested a refund from IHG who claimed it is powerless to refund. I filed reports with the WV State Attorney General and the Better Business Bureau to establish a public record. I am grateful to both. I filed a dispute with my credit card which was approved with refund after their own investigation. Don't leave a hotel without a statement. Review your statement carefully before you leave.

I stayed at Garner Hotel by IHG located at 629 Frontage Rd NW Augusta GA 30907, expecting the 100% smoke- free environment advertised by the hotel. Unfortunately, that was not my experience at all. Guests were openly smoking ** inside the hotel, and the smell traveled through the hallways and into the guests areas. Advertising the property as smoke- free while failing to enforce the policy feels misleading and unacceptable for paying guests who specifically choose smoke - free accommodations.

I was an IHG rewards member. Booked a hotel room and had to cancel it due to a cancellation of the event at 24 hours in advance. While they may have had in the fine details that a cancellation would result in a complete loss of the deposit, they were unwilling to credit the amount for another stay. When I said that they would be losing a customer over this, the representative said "That's fine, we have new customers all the time to take your place". This negative review is more related to that customer service rep being rude than anything about the predatory sales tactics. So, whoever is going to take my spot as a loyal consumer, beware of the message that they don't give a shit about you because there will always be another chump to take your place. Best of luck IHG, we travel a lot too.

Worst reservation personnel and management I have ever experienced in 30 years of international travel. After the reservation was confirmed in writing, the reservation group changed my cost for one of my stays. After 7 phone calls and over 8 hours on the phone the reservation group refused to correct their own problem which was documented. Terrible experience which caused me to cancel reservations made in other locations, after I never received a response from management regarding their errors.

My wife and I stayed at a Kimpton property (part of IHG), and it was a disaster—broken HVAC, rusted fixtures, no housekeeping. IHG promised a refund and 60,000 points. Weeks later, they only issued 50,000 and claimed the other 10,000 were voided based on a note in a past email. That note never existed. I still have the original. When I pointed this out, they stopped responding—and ignored my BBB complaint completely. Shady, dishonest, and not a brand I’ll ever trust again.

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??..

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.

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.

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).

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?

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????

I’d give them zero if I could. I have been a Spire Elite for many years and while I generally like the properties the IHG customer service and chain management are poorly trained and arguably inept. I went into 2019 with 89 carryover nights. That alone would have qualified me for 2020 Spire. I called early in 2019 to confirm that any new nights in 2019 would roll to 2020. I received two confirmations, one from a manager that they would qualify so I stayed an additional 57 nights.

Have been a member since the time when you had to pay to join. Vacillate between platinum and spire but this made no difference. When I had a problem with booking, customer service could not resolve in two days. Spoke with a supervisor who was absolutely no help but said hotel manager would contact me within forty-hours but it never happened. Wrote letter that was never responded to. Hard to believe that supervisor simply did not care.

I was traveling and lost my debit card. I had a credit card on file and asked if I could write a $25 check to have cash for tips and what could not be paid for by credit card. The girl at the front desk went to the back, behind a door and then returned and told me their "policy" was sorry, no. I was paying almost $400 a night for lodging, and could not understand why someone could not come out and at the very least, talk to me. I will never be back and do not recommend this chain or hotel. Everything is very rigid and by the book/policy. I found my card at a place I had been and had to return to get it, but will never forget how poorly they handled this and how inhumane they acted. They could not have cared less.

I have been an IHG Rewards member for years, and recently, they have turned into such a joke. Two months ago, I booked a room for a work trip. Had my confirmation number. It had been prepaid for through the IHG APP. I get to the hotel. It's 9:30 on a Friday night, and the hotel had no record of my booking, and the confirmation number meant nothing to them. So I try and book a new room, and since it was 9:30 on a Friday night, they had no rooms. Because of this, the only place I could get a room was at a shared an Airbnb of some middle-aged white guy who was renting out his son's old bedrooms. NOT IDEAL.

Our stay was in Englewood CO at the Holiday Inn Express. I had a couple complaints about our stay so I emailed customer service after a note was under my door at 4 am saying there was no water. This was really the last bit of frustration I could deal with in one stay. Hotel was under construction, manager lied to customer service said I was offered a chance to leave (didn’t happen), no pool, no gym and homeless outside all the time with no security. Customer service does nothing after 10 emails I have given up.

ORIGINALLY we were satisfied with most of what IHG had to offer. But learned as we travel often it was actually cheaper to stay elsewhere and were treated better when encountering a problem. We stayed at a hotel overnight. First room had dirty linens, no fridge, no phone, etc and we asked to be moved. We were moved. New room had no hot water then in the middle of the night our room was re rented and we had unexpected guests in our room while we were in bed. Next morning still no hot water. Hotel was willing to refund but we used points. 30k points. IHG ONLY DECIDED TO RETURN 5K OF THEM AND SAID THAT'S ALL THEY COULD DO even after I said I would no longer be using them. I am a Spire Elite member that is unhappy with customer service which to me is the most important part of this service. 2 thumbs down!!

I normally do not take the time to write hotel reviews, but this time I do have some suggestions for management that may improve this property. Overall, it is a nice place to stay. The rooms are clean except for one cobweb containing a dead spider, beds are great, breakfast is adequate, parking is easy. However, a few items completely under control of local management need to improve:

On July 29, 2019 I was making a reservation at Holiday Inn Express, after I made my reservation, I was was up-sold for a vacation package to LV and provided with confirmation number. When I called back on Aug 12th to make sure my confirmation is valid (although they had charged my credit card already), I was told there is no room available. I asked for refund and I was informed to contact guest relations via an email. 8 days later no phone calls or email from anyone so I decided to follow up. After being on the phone for nearly two hours and being bounced back between 4 different phone numbers, I was told this is a "timeshare" and it is not refundable.

I have been a IHG member for over 22 years and have a Platinum Elite standing. While booking a trip to Aruba we wanted to stay at a Holiday Inn Property (Resort). When I went to book a room for 8 nights I was told by IHG that I cannot use points on the better rooms, only the inferior rooms. I was talking to an overseas agent by the name of Nicole and since I wasn't happy with her response I asked three times to speak to a supervisor and she refuse. I then called customer relations and guess what, my call went overseas again. This time I spoke to Shauna in customer relations and when I asked to be transferred back to the corporate office she stated "This is overseas guest relations corporate office" and would not transfer me.

Before I write this review, I would like to mention that I've been with IHG for over 15 years (>100 nights over this period) and have had good experience with this hotel chain so far until 2 recent incidents. Here is one of them, an incident with Price Guarantee. I booked a hotel in Bern, Switzerland through IHG website, only to find there's a slightly lower rate on Expedia. So I submitted a form as instructed by the IHG website. They were quick to reply, within 24 hours, declining my claim citing that I have not booked the lowest rate on IHG website and the T&C states that I have to book the lowest rate. I pointed out that we should be comparing the total price/rate as the "lowest surface-rate" had more service and hidden charges that resulted a total higher rate. To be specific they were the following:

Mike and Johan are STARS! Best support and good team, they definitely deserve a raise for providing such a high standard service! I called at 2am for a last-minute reservation and they went above and beyond to make sure that I could get the room as soon as possible. Cannot thank you enough!

I booked 3 rms for 3 night at the Holiday Inn Quantico Center, Quantico, VA. on 7-3-19 Had problems on the website booking the rooms, so I call the hotel directly. Attached you will see the confirmation number. Later they split it, so you will see 3 different confirmation numbers. Spoke with the people there 3 more times during the week due to other issues that arose. Every time I spoke with them, they assured me everything was alright.

Lost lots of points over the years - for not applying them to stays. When I tried to spend remaining points around 200,000, no hotels were available, points usage per night stat varied from 35k to 50k in the same conversation. Offshore telephonist refused to allow the issues to be raised with supervisors as THEY were the highest you go. I receive over 400,000 per year and cannot avail of the points - tried about 6 hotels and flexible dates to no avail. If rooms were available they were not available on points. Radisson Rewards reinstated om Rewards after being dormant for 4 years - they have a new ally. IHG could not give a definitive points rate for a specific hotel as it depended on availability, cost and any whim they foresaw. After spending 3 out of 4 weeks in IHG per month I will use any remaining points and never book IHG properties again.

Friendly staff. Very helpful. Breakfast was good. Loved the pancakes. Ask for a higher floor. I was put on second floor. Also room was a bit dated. Location was great. Right on the edge of downtown. I would stay again.

I accumulated 21,448 frequent stay points (worth approx $245) during my work career and I retired 2013. I called IHG 6/12/15 and was told my points would NEVER expire and there would be NO blackout usage dates. When I reviewed my account today, I was informed their rules changed in 2016. At first, I was asked if I could verify any activity in 2016 to retain my account. Then I was told my lack of activity since then would still invalidate my points. I never received any email or phone notification of their 2016 policy change. I was told there was no recourse or appeal, so there was no need to call a supervisor. Hilton reactivated my points so I'll stay with them. I recommend you avoid IHG's fraudulent actions and stay elsewhere as they don't value loyal customers.

Best price guarantee is not REAL. In short: Booking.com had a room for 103.99 and IHG had one at 117.00. I booked with IHG since I have their cc and they "state" they have a best price guarantee. I submitted the claim on Wed. at 6:20 P.M. Their department checked the next day at 7:40 a.m. The price the next day had obviously increased to 119.00. They said they couldn't honor the 103.99 because that price was not available at the time they checked... I took screenshots just in case this occurred but they also wouldn't look at them. I understand this is all to work to the advantage of the company but then in reality they don't have a best price guarantee. They don't have a number you could call and so they can check immediately. They want time to pass so the price hopefully changes. I am disappointed and I feel lied to.

I had a 4-night reservation confirmation for the Intercontinental San Francisco that indicated I qualified for reward points (15288). On March 6, 2019 I made a change with IHG -over the phone, spoke to 'Pat'- and was guaranteed that this change would not disqualify me from earning points. Upon check in at the IHG SFO no one said anything but upon check out on June 6th I was told my 4-night stay did not qualify for points. This is especially frustrating as I would have never stayed at this hotel if I knew. I will never stay with IHG again if I can avoid it. M.**.

Initial check-in had me suspicious based on the clerk. However the staff was excellent for the remainder of my visit. The fitness room was sufficiently equipped to support a regular fitness routine.

I booked a room in New Orleans, and then about a week later wanted to add one night. First, they sent an email with a different name on the booking. Then they changed the price for the first night when I added one night. I called, got knocked off, and I’m tired of just trying to be understood and helped. I think this is my last stay.

IHG customer service continues to drop. Have been a member since 2012, several thousand points earned and can’t use them for the rooms I need. Every time I call in I get this randomly selected only “one time offer” yet I keep getting offered it which is a scam anyways. Just tired of the lies this company is doing lately. Horrible service. Time to switch to Marriott facilities.

I am an Aspire Elite (yearly stay of 75 or more nights). I was upgraded to a 1 BR king suite but was told 4 days later that I had to move to another room as they needed it as there was a large country music festival in town and that other guests were wanting to book a suite at the hotels higher than normal rack rate. I'm a lifetime elite member of Marriott and Hyatt Hotels and have never experienced a demand to move from my room so they can use it for other customers paying a higher rate. IHG and its franchised properties do not really care about their customers. Do yourself a favor and spend your money at the larger chains as Marriott and Hyatt who really care about customer service

I made a best price guarantee claim, because their hotel rooms are always found cheaper on other websites. However they refuse to price match, and lie about quotes. They have no intention to price match and will say they can’t see the cheaper prices, even though I can get the cheaper prices repeatedly, even today. Conveniently they reject screenshots as they don’t like to see themselves proved wrong. They clearly don’t care about their customers, so do yourselves a favour and book the cheaper quote found on 3rd party websites. (Google hotels will help you find them.)

It is bad enough the short time 12 months IHG expires points earned, but I paid for additional points, then lost my job. After 24 months my travel was starting back up, but all my points had expired, including the points I paid for. How can they expire something paid for and unused? What a rip off, won't stay with any IHG hotels ever again!

Price guarantee is a joke, you only have 24 hours after purchasing to submit, and they also mention: that IHG Member Early Access Sale is an invalid third party website, the competing website should be a non-IHG website which is defined as a website not owned by IHG, that makes IHG rooms inventory publicly available and offers it directly to consumers, and that provides a confirmation of a completed reservation at the moment of completion of that reservation. Meaning if they drop their price on their own website, you get punished by booking earlier.

Terrible experience. Stayed here and wrote a review on another site. Basically called us liars. I’ve stayed at all kinds of IHG properties and have never left a bad review. Here’s the review. Stayed here while attending sporting events.. When I opened the door to room 1201 it stank. I pulled the blankets back off the bed and it was filthy. Hair, scabs and dirt. Totally disgusting. I’m an IHG member and have stayed at hundreds of Holiday Inns. This one is absolutely abhorrent. I started to itch when I sat on the couch. My sons head began itching. I was going to stay for 3 nights. However after this experience I cancelled my remaining nights and booked at the Rogers Center . DO NOT STAY AT THIS HOTEL. IT IS DISGUSTING.