InterContinental Hotels & Resorts Reviews

I’ve been a IHG rewards member for more than 5 years. In 2019 I’ve stayed at the Holiday Inn Express 4 times. Turns out AAA discounts are better than actual Rewards Members discounts. When I just made my reservation for this week in Waltham/Boston as a Rewards member I was told I have the best rate but my wife looked online and found a better rate for AAA members. I called and had my reservation updated since I’m a AAA member. As an IHG Rewards member I expect to get points for each stay. I called IHG several times to inquire about my ZERO points balance after multiple stays and a 500 point bonus to listen to their vacation sales pitch for 20 min. Can’t get through to an Agent after multiple attempts. Waste of my time!

I went through priceline.com at 6:30 AM to find a hotel for my wife's birthday in Kansas City, MO. A message popped up from Intercontinental advertising a rate of $179. I filled out the request and entered my credit card number (even though it was not required). Later that morning (approximately 10:30 AM) I called Intercontinental Hotel at 401 Ward Parkway, Kansas City, Mo. (816) 756-1500. I spoke to the front desk. They said I did not have a room for 4/27 to 4/28 and there were no vacancies. They referred me to a manager. The manager sent me back to the front desk. They said I was a "no show" for the previous day. It was then that I learned a mistake happened and I was booked for this hotel the previous day. I told them I booked in the morning of 4/27 and there was a mistake. I asked if I could have a room. They said the hotel was booked.

IHG rewards points are a false advertisement. I have been given the false promise from three different reps that redirect me to someone else when I try to claim my points. They habitually redirect the issue with promises and no action (booking the rewards nights).

IHG rewards is a SCAM!!! I have stayed numerous times at their hotels and I get ZERO point every time. My family and I stayed at the Intercontinental hotel in Guatemala city for 18 nights and I got NOTHING on my rewards. SHAME ON YOU IHG FOR RUNNING SUCH A SCAM!!!!

My credit card was used on IHG points. I am not a member. I called to inquire and the next thing I know, the guy I was talking to was talking about buying Cokes at Walmart and managing 5000 hotels. When I told him he was not really helping and I would be calling my bank, he said yes, do that because he can't help me. Apparently my card number was used on some "package". The Coke comment was to explain to me what a package is. It was the weirdest call I've experienced in a long time. I'm not a member of IHG. Someone fraudulently used my card. I could only provide the information on my bank statement, and the guy was frustrated that I didn't tell him specifically what I bought. He also questioned where I got their phone number (Um, Google). It was surreal. Good luck to anyone else who has to deal with him. He gave me the name of John and said he was the manager. Sure thing, John.

I just spent the last 32 minutes (majority of which were on hold) about IHG auto booking me to another hotel and not offering refunds. I booked through Staybridge Suites website to make sure I got the correct room/location. After I booked, put down deposit, and confirmed I received an email that they had scheduled me to the Candlewood Suites across town. ALL they did for me is cancel the reservation at Candlewood and tell me the price had increased (seems strange since it had been 10 minutes since I booked) and they were out of hotels unless I wanted to pay $75 more per night and get a suite. After 32 minutes she transferred me to a completely different person and that girl said she couldn't help and hung up on me!

I regret signing up for the high-interest credit card through IHG and Chase Visa. I have an exceptional credit rating and was told I would receive the lowest rate possible. They did not keep their word and if I cancel my account I lose all the points and free nights I have earned EVEN though my yearly card membership is paid through December 2019. A very short-sided move on their part considering how much my wife and I charge and travel.

Like numerous others I also had my points stolen. When I called customer service (numerous) and talked to various employees and was told the same thing over and over again that I had been notified by email 90, 60, 30 prior to my points expiring. I told the representatives that I NEVER received any notification and they kept insisting that I had and that my points would not be restored. But they would sign me up to get future notifications. Hmmm thought you had already notified me. So what would be the use now. You should have done that according to your 90, 60, 30 months according to you.

IHG Disloyal with Loyalty Program - I've been seething at IHG for their ultimate pettiness. I'm echoing my experience with their horrible customer service with the 2/9 review from Texas. IHG cancelled my over 10000 points for a technicality. I usually use government rates, but the Entertainment Book rate was a bit cheaper (minor difference). This stay was to satisfy my activity requirement for 12 months. I changed to this hotel to keep my active status. After they canceled my accumulated points, after going through hoops up the chain to corporate, here is part of their response:

$1,000 in charges against my credit card in one day across 6 bookings on 17 Jan 2019. No customer care. Transferred me 6 times to different operators and I ended back at the start. All obviously offshore in Asia with poor English. I mentioned the word 'fraud' then was again transferred to an area I had previously spoken with. All of a sudden there was a dialogue of not being able to hear and hung up. This is a scammer company utilizing tactics of frustrating customers with poor communications when caught. Don't even think about going near them.

These jerks cancelled my 19000 points for no reason. They say they are allowed to since there was no activity for 12 months. They say they sent notice, but I don't recall it & they can't prove it. This is truly bad. What a sorry program. I could have stayed in much nicer facilities as part of my employment. The only reason I stayed in the Holiday Inn is because of this program. Take my word & stay elsewhere, some place nice and honest. I'd give negative 5 if I could.

They sold to me a few days staying in Las Vegas. I gave them all the information (that I only would stay 1 day and leave early next morning). They said no issue and I bought this deal. When I made the final booking (confirming the date), they suddenly said not possible to do the tour on arrival day. I wanted to cancel as I told upfront but they said: cancellation policy is no refund. I really think they sold me something which doesn't apply for me (and I gave them all the information). So will never ever book again with IHG, they lost a good customer.

I got suckered into an upsell with this seemingly disreputable company when calling to confirm reservations for the Holiday Inn Express in Encinitas/Cardiff. When I called and confirmed, the person on the phone transferred me to some off shore call center selling cheap vacations at other properties this conglomerate apparently owns. It was only toward the end of the call that they mentioned the entire thing was predicated on a time share pitch. I kept saying I need to see the details before I hand over a credit card, but they put on a nice high pressure, now or never pitch. Not the type of situation I would ever imagine myself to be in when associated with Holiday Inn, a brand I had always thought of as above board. I talked myself into it anyway, or let them do that and since it was only $200 for a 4 night stay, I just figured I would muddle through a stupid time share pitch and enjoy the rest of the trip.

Lobby was very decorative and location is central to area venues, shopping and restaurants. I picked as it was near where I started and ended my marathon. Dinner in the room for two nights had a nice city lights view. I had the breakfast buffet that had some good offerings and was convenient. Parking was located nearby. The room and bathroom was nice. Appreciated the assist with getting bags to and from our room.

I completed in good faith a reservation at a IHG property several months prior to which was confirmed via email and updated to my Rewards Account. Prior to arrival at the hotel I noticed my confirmed reservation had been altered. The rates had been increased considerably. I contacted the hotel and management at IHG. They admitted in writing to inflating the rates but offered no resolution or explanation. This is an appalling situation to inflict on a loyal supporter especially with no communication regarding the inflated rates. I cancelled the reservation along with my IHG account. This is a warning to anyone considering an IHG branded property.

Booked a room using points through IHG program. We never checked in, so rather than keeping the points they charged my credit card for the entire room. Crooks. They use IHG credit card to maintain their unauthorized charging of your card.

I called IHG on 11/22 to inform them that my account had been fraudulently used in China. I knew this because I received a survey for my stay, which was obviously not my stay. The thieves stole my points/reward night and charged money to my associated charge card. First question, when you have never used your rewards internationally after about 10 years of membership, would that not raise a big red flag? Where are the security checks? After my calls to IHG, I did not feel they were taking ownership of this issue. They froze my rewards account and Chase stopped my credit card. However, the violators of my identity were still able to stay using my rewards account for a night subsequent to my fraud notification.

Had spent a good deal of time with emails and phone calls for four months with Intercontinental Sydney arranging an 18th birthday party for my daughter. After all that detailed correspondence and the event staff agreeing and confirming what my requirements were, on the day part of those agreed arrangements were not provided. For the money paid for on the day, Intercontinental cannot be trusted. Despite the apologies and assurance of refunding a minor fraction of my cost, it is nearly 4 weeks no refund has been received. Not a great global image for customer care.

I travel a lot and my booking are always through travel agency or internal department, doing on behalf of me. This way to book a stay doesn't benefit to the IHG Rewards program whatever the stay, hotel, city. Just pointless...

The room was filthy, the walls, lampshades, mirrors, bathtub, were all stained and not properly cleaned. The room smelled like sewage so bad it was hard to sleep. When we told our concerns to the front desk, the employee was rude and practically laughed at us. We spoke to the manager and the response was, "We have 100 rooms and sometimes we miss one". She left it at that. We left immediately after. I filed a complaint with IHG and their response was to try to enroll me in their rewards loyalty program. I even sent pictures to IHG so they would know exactly what I had to go through. I would avoid IHG hotels.

After being a point earning member since 1996, I logged in today to find 173,000 points deleted from my account and a balance of zero! NOT HAPPY! I was never notified that inactivity on my account for a year would result in my points disappearing. Have been told there is "nothing we can do". That is theft plain and simple. I urge all of you to cash in your points NOW so they don't steal them away from you too. What good is a point program if you don't get to use the points. I used to travel a lot and stayed at IHG chains, but after this experience, I will be looking elsewhere on my travels. Cash in your points now or risk losing yours too!

I made a reservation in June for a conference in November. I had booked through IHG for a Holiday Inn Express room. The reservation was for 5 nights and was booked/purchased at the time of reservation in June. I found out in August, that I could not longer attend this conference. I called the hotel to cancel and they told me there would be no refund for the 5 nights as it was against their policy to return the deposit (which was the 5 nights stay). I was so upset. I called them in August and the reservation was not until November. This is fraudulent behavior as I know they took my money as well as the client's who will stay in the room I had reserved. I am never going to set foot in a IHG hotel again!!

I always book online which have no problems, but this time I decided to call in my reservation because I wanted to pay for one night and use 2 nights with points (I didn't know how to do this online, hence the call in). IHG messed up my reservation and charged me for 1 night but only gave me 1 night on points. My stay should have been from 8/30/2018 to 9/2/2018, but was made from 8/30/2018 to 9/1/2018. When my family and I arrived back to the hotel from Disneyland on 9/1 11:30 PM, our room key wasn't working and that's when we discovered the screw up from IHG. All of our stuff was taken out of the room and at this point it was a disaster. My kids were exhausted and sleeping in the hallway while I took care of the error (I have pictures).

Booked a room w/ rewards plus points. My plans changed so I cancelled my reservation over 2 months prior to the stay date. IHG charged me $90 to cancel my stay & refused to refund it. IHG Rewards Program is an absolute hustle to take your money. I travel weekly & spend over $15,000 a year on hotel rooms, none of that money will go to IHG again. La Quinta & Best Western both offer much better programs. I'll never stay at another IHG property again.

I am extremely displeased with the staff at this location. As I have tried to resolve this amicably, I am making an official complaint as the manager "Eric" I spoke with gave the impression that he did not care. After having just finished taking a shower, a member of staff came knocking on the door to inform me that the fire alarm had just been set off - I was asked quite politely in regards to having just taken a shower - and I was asked politely to open the window in which I did. I informed the hotel staff that when I am taking my shower in the evening/morning that the water is leaking on the floor. I was told that due to it being Sunday - there was no one that could help until Monday - I was offered another room which I had declined as I had just finished setting up my room.

EXTREMELY DISAPPOINTED to find out I lose 93,000 point due to inactivity. Been a stressful year with cleaning out, repairing and selling our parent's house since they moved in a nursing home. I had to limit my travel strictly to the 12 hour trips each way to visit them and sell the only home I knew as a child. With that painful task completed and looking forward to taking a short get-a-way trip with my wife, extremely disappointed my points vanished due to inactivity. You let me down and hid under your company policy!

I am so disappointed as an IHG member. In making my latest reservations, I have been given different prices by the hotel, the reservation number, and customer service -- even within 5 minutes of each other. In expressing my concerns, the response was "if you cancel your membership, you will lose your 817 points (whoopee) and we will cancel your reservations and you will not be entitled to a refund as it was a prepaid reservation." Luckily for me, my second reservation at a different location that same week, I was given the same price by everyone.

So extremely disappointed in this company. I had over 89,000 points that I painstakingly acquired over a period of time. I went out of my way to stay with their hotels just because of the points. When I went to book a hotel after not having booked in a while (had no need to travel during this period), I logged into my account to find I had absolutely no points. I called into customer care and they told me that since there was a period of inactivity, my points had expired. I requested a supervisor and was told there was no one available so they would have someone call me back. No one called back. This actually happened twice.

Navigating through the company programs, policies and customer service is seriously stressful and almost impossible, so much that the reps have no idea what they are doing, selling or how to navigate their own systems. The amount of times you have to be transferred is despicable and completely shameful. All you ever hear from them is one sorry after another, yet no resolution. Leave feedback and there is never a real resolution but just endless backpedaling for how it was somehow a mistake that your points were not usable, in a different bucket, expired (but the proper time hasn’t elapsed for expiration) and “oh I’m so sorry about that, must be a mistake”.

IHG rewards system does not fully explain to the customer when making reservation using the points and cash method, in that the "cash" part is not refundable even if the reservation is canceled in advanced. The actual "cash" portion is your agreement to purchase additional points to make up the difference in the reservation. Not sure how they are allowed to do this, maybe Georgia laws are a bit relaxed, but in most parts of the country this is considered fraud. At least their customer service was able to explain the additional charges on my CC, but the tone was of "ya we know we messed you over but we got your money so move along".

To all those interested in class action, I am interested too. But I have no idea how, and not living in Georgia, USA, it makes it a little more difficult (it looks like you/a representative will have to attend). I wonder if we all filed the same day in Georgia small claims court that the weight of all of us, would make it uncomfortable enough for them to relent. I am not sure if they can make a counterclaim for their costs if I lost. We do need a lawyer to have lost points who would be willing to support/advise us.

I booked a hotel stay for this location in Jan 2018. I canceled the reservations via phone in February. Our stay was to be in June. This was a large reservation of 13 rooms as it was for our youth softball team. Upon noticing a significant decline in our bank account balance, it was discovered that we were charged for these rooms. The hotel was notified. The hotel was very rude and not helpful. Upon locating cancellation numbers that were emailed when the rooms were canceled, the hotel was called again. The hotel could not help since the original reservations were made through their website. They transferred me to IHG customer service.

This is the only time I went to IHG staff to help with hotel bookings. I was specific as to my needs and did this several months before the travel dates. They said they got it and I booked through them. A few days before traveling, I called the hotels and neither were booked for what I needed. I tried calling IHG. 90 minutes and all they could do involved more points, points and cash along with their condescending comments about how close to the travel dates it was. No accountability.

I could go on and on how IHG screwed me out of my points, but what's the use. By reading all the other comments it doesn't seem to ever do any good. This is the worst rewards program I have ever used. I have traveled for business and got talked into this program by one of IHG's representatives. I used it and had gathered points until I decided to cash them in and they told me since my account had been idle for 3 months that they had been lost. I was told I needed to check my account more often because emails had been sent telling me they would expire if not used in 90 days or if I hadn't added to them in 90 days. Are you kidding me! I would think the average American doesn't stay in a hotel every 3 months. What a joke!

IHG - InterContinental Hotels Group Holiday Inn Express Gatesville, TX- Review. Where to begin. I have stayed at a few Holiday Inns over the years and other hotel brands with no issues like I experienced at the above hotel in Gatesville, TX. Upon arrive, no air in room and remote was broke- had to move rooms. I had college finals to do online and was told they had free WiFi 'amenity'- it wasnt working. They reset router, then directed me to a 1866 number that was not answering since it was 7 pm on a Sunday- Had to go to McDonald's and complete my homework for 4 hours, using their reliable Wifi.

Last fall, I read this report: https://thepointsguy.com/2017/12/ihg-accounts-hacked-points-stolen/. Then it happened to me. It seems that IHG's points program uses a four digit PIN as the password, that's fine for an ATM on the side of a bank, where anyone trying 10,000 combinations would stick out like a sore thumb, but the lax security measures at IHG's website are quite vulnerable to a bot that can do that many tries in a matter of minutes. I got all kinds of canned apologies over the phone and by email, but no restoration of points, so I'm done with them! Even Wyndham Rewards has better customer service than IHG.

I was trying to make a simple reservation in my home state. I was transferred to a different department. I was kept on the phone for 35 minutes. I was talked into purchasing a family vacation package. They took the money off of my card. 2 days later I got an email saying that I didn't fit their criteria. (2 women raising 7 children) I was told during this call that we did meet eligibility. I still have not gotten my money back.

I have been a member of Reward Nights since 2010 and I accrued over 200k miles during my business trips. It was all going fine and on 20th April, I got an email stating that I have 82k points balance. Now when I called up the customer service, they said that the points have expired, strange though they said that it was on 19th April that they expired. What was the email on 20th?? Was it a joke!! The customer service was very adamant and unhelpful and they kept ranting that I should have visited the website on regular basis and that the reminder email about point expiry was not sent due to a technical fault.

I joined the IHG Points Club a few years ago. I laboriously collected 156,000 points (about 6 hotel stays), sometimes by going out of my way to stay at their hotels. Then my season of travel ended for a while. First week of May 2018, I tried to book a hotel using my points only to find out they were gone. "Customer Service" explained to me that my account sat idle for too long, so the points "expired" with no remedy to reinstate. No email warnings or notices whatsoever. This Loyalty program has caused dis-loyalty. I'll never stay at another IHG Hotel again (inc Holiday Inn).