InterContinental Hotels & Resorts Reviews

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!!