InterContinental Hotels & Resorts Reviews

I was told by both Booking.com and Intercontinental Hotel (Kansas City, MO) they would both call me back at 2:00. There was no phone call. I waited. I tried to call back. My phone calls were dropped. I reached the front desk, and they switched me to a manager. It went round and round until I was dropped again. I called back. I was told the manager was gone and I would have to call back Monday.

I called back Monday morning at approximately 11 AM. I was told the manager was busy. I called back again. A phone call was left on my voicemail. This is when Mr. ** became involved. I thought the message was from the General manager since I was told only the GM could refund this charge. ** left the wrong phone number. I called back and left him a message.

I called back to speak to the General Manager, hoping to get a more reasonable response. I was unable to reach anyone, and no one returned my calls. I was being ignored. My wife drove me to the hotel, where I hoped to speak to the General Manager in person. I was told ** was in a team meeting that could last for between 30 minutes to an hour. I was told ** was in the same meeting. I provided my cell phone number and that of my wife. I waited for them to return. After 40 minutes and following a discussion with my credit card company, we left.

I received a phone call while my wife and I were shopping. Mr. ** began speaking in a business-like fashion, but the conversation got nowhere and it disintegrated to combative. Mr. ** was rude and insistent that nothing would be done. Mr. ** his records indicated I booked the hotel room on 4/26 at 11 PM. I assured him I did not. He was insistent.

I called Booking.com. I asked the representative what date and time it was when I booked the appointment. The representative said her records indicated it was on 4/27/19 at 6:30 AM. I asked if she could stay online so I could share this information. At 4:30 PM, I asked my wife to drive me to the hotel where I could speak in person to the General Manager. As soon as I entered, I was approached by the General Manager. **. ** asked me to leave the property immediately. I advised ** I was booked 4/27/19 at 6:30. It did not seem to matter.

My wife was parked in the garage. I texted her to come back and get me. I never heard from her. Mr. ** continued to accuse me of being disruptive. I told him it was not disruptive because I was explaining to him a discrepancy that could be easily resolved. ** said it was their policy to not refund the money and referred the charge as a "no show" fee (which was exactly the same price as I accepted for the cost of a hotel stay). I called the police to register a complaint. I advised ** he was committing theft through illegal taking and fraud. I waited for my wife to return and to meet the police. At this time I was outside and my wife pulled up across the street.

Two police officers arrived at approximately 5 PM. Mr. ** met them before me. I have a cane, so I waited until he was done. Then I approached the officers and told them I was the person who called in the report. They took the information. They advised me the General Manager said I was not trespassing and had to go. I told them I was waiting to speak to them and my wife was about to pick me up. The officers advised me to call the Better Business Bureau and complain to the Intercontinental Corporate Office.

My wife drove me off the property. I called the Intercontinental Hotel Corporate offices. I was dropped on one call. I called back and was placed on hold. I told the representative what happened. She said she had to put me in touch with the correct department. After waiting 14 and a half minutes, our phone call disconnected again. I immediately called back. I spoke to the representative and she told me to wait on hold. After 7 minutes I was told someone would call me back. It is now 7:16, and no one has returned the call.

I was polite (yes ma'am etc.) and explained the situation in full, but I've NEVER, EVER, EVER experienced such poor customer service! If I were management (and I am a manager) I would've comped the suite at the regular price for a customer, or offered an extra night - I don't know something!! Especially if they were a paying, polite, REWARDS member. So, now I'm without a room completely and I can't get back to the girl that was "helping" me or talk to management. And finding a way to actually contact them is impossible. Website just continues to direct you somewhere else. If I could give them a zero I wouldn't even hesitate. I just can't get over this.

You’ve already stolen my points so that won’t be necessary because I will not be staying in any of your establishments ever again! I have been a member since 1998 and had a lot of point up in the hundred thousands but don’t know the exact number but I have ZERO now. Worst company ever and their customer is terrible. They care nothing about their loyal customers and are horrible to deal with. Take it from me and everyone else who has left a comment about their points been taken. Find another hotel rewards program that cares about their customer. If anyone is willing to get a class action suit against IHG I am all in. SCAM OF A COMPANY.

"Greetings from IHG Rewards Club Service Center! I truly regret that we are unable to restore the points that expired... Moreover, we have reviewed your stay on 17 November 2016 and our records show that the stay was booked under Entertainment Card rate. Because of this particular reduced room rate, the stay isn’t eligible for points. You can learn more about this policy in Section 11 of our Terms and Conditions... We apologize for any inconvenience this issue may have caused you as we value your patronage. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again." I'd give negative 5 if I could. They're horrible for customer service. I will never stay at their brand again! And (apparently) I'm sure they don't care. I'm a proud loyalty customer of both Hilton and Marriott, who care about their customers!

Then, when the only confirmation I got from them was that they had charged my card, with no details about the trip, the room, the property, rules and restrictions etc. is when I decided to cancel. I called back and got bounced all around their stupid call center, when finally someone named Victoria (I think) got on the phone to tell me that there are no refunds. I live in California, where there is a definitive rule where people can change their minds about purchases like this within a certain amount of time, and I was within that time frame. She still refused and became pretty rude and obstinate. At this point, I am filing a formal complaint with the state, going to the bank to put in for a charge back, and researching this company so that I never again have to touch any business that www.ihg.com is associated with.

IHG can not give me an answer as to how that happened and said they will not be able to even after the investigation is completed, as their security department does not disclose that information. This is my privacy that has been violated and you can tell me that I am not privy to how that happened? From a privacy/procedure perspective, something is very wrong here. Who is the Chief Security Officer at IHG?

NO ATTEMPT was made beyond a lame email (which I never received) to notify people of losing their points. This may have been posted on their web page, but I don't travel as much anymore and nothing showed up on the App as far as policy change. I banked away most of those points between 1996 and 2009. Always going out of the way to stay at a hotel in the group. Their policy specifically targeted accounts like mine.

How many others were not notified and had their points taken away. The original agreement was "points never expire" and those points were earned under that agreement. Better yet has anyone talked to a lawyer yet? I think this classifies as a class action lawsuit since they stole the equivalent of around $1500 from my account. When I signed up and accrued these points there was no expiration.

The Staybridge lady working at night also had issues making IHG understand how they screwed up. IHG finally hung up on me without fixing the issue. Staybridge still got me a room for the night (this was now 1 AM and my kids are still sleeping on the floor). The next morning I call IHG again to fix this debacle and requested my full refund for one night and my points for 2 nights because of their error. The manager I spoke to said IHG was not in the position to do this. Really?? IHG's revenue was $1,784 million and operating profit was $759 million in 2016. This is how they treated a "Platinum Elite Member" who was spending lots of money on IHG and saving points to take his family on a Disney vacation?? Confirmation for nights were **, **, and **.

This morning, again, I had just finished taking my shower and there was a violent knock on the door, The person who knocked was extremely aggressive and rude. He immediately stated that I was smoking in the room, and I was not. I informed him that I just finished my shower - he immediately tried to force his way into the room and stated the window needed to be opened. I informed him that I was half naked - having just got out of the shower and that I would open the window.

As I was opening the window he was on the phone with his colleagues clearly telling them in French that I was smoking in the room - Further dispute with the person continued and I retired to my room in then which someone - equally rude from Reception called my room accusing me of smoking in the room. I have not smoked since July 2nd 2017. I spoke with the manager Eric in regards to my experience with the hotel and his demeanor was that he did not care. Only item offered was to change rooms. I am travelling for work and this is the WORST experience I have ever had with a hotel in my life.

So good news is I will have 2 days as I planned while spending almost 20% more than I was quoted for the other 4 days. However, I will not cancel my membership before those stays because I surely do not want to lose those 800+ valuable points. My stays have always been great but the customer service angle has been very poor, and not only this time. You may ask why I continue to stay at their locations, mainly because they are always clean and well-kept, they are close to where I want to be and I don't have to deal with people other than to check in and check out.

When I finally was able to speak to a supervisor, they told me that a supervisor had called back but that they called a different number. This is despite the fact that I provided the correct number. With regards to the points they told me simply that there was absolutely nothing that could be done and my points were just gone and an incredibly rude manager named Winnie told me this decision was “final”. I’ve read other comments here and am VERY interested in getting a class action going. Please anyone let me know if you are able to get one going and I will do the same.

They steal 15,000 points to transfer points from one bucket to another because they don’t “convert the same way” and THEN charge you $65 for this “transaction” and AFTER you pay them to use your own points, they tell you that it won’t go through for 3 days. So you can’t even book your stay, which is the whole reason you called and we’re transferred everywhere, then they tell you to just go ahead and pay it in cash and the day before call back for the same insanity and they will use the points instead of your money.

Try it once and they then take the cash and tell you it’s not refundable. Where was that information when offering for us to use cash instead? They are complete frauds, thieves and the most impossible program to use and never results in a feeling of vacation. It’s like tearing your own hair out just to be robbed by the very people you were tearing your hair out for. How this company isn’t being sued by people, states or the government that’s supposed to have the consumers backs and defend our rights is beyond me... Steer clear and take your money elsewhere if you value your money, let alone your sanity.

In the meantime, I have emailed Keith Barr (CEO), and Natasha ** (Executive Liaison). I have got no further than any of you. I kept everything very polite, and perhaps you would do the same... Maybe if we all email, then they would realize that there is a real risk of this going further. I am not sure that I am allowed to give Keith's email, but a quick google seach will help. I found a site called CEOEMAIL.com, but there are others.

After various toing and froing on the emails, I sent a "Subject Access Request" Under EU data protection law. They have 1 calendar month to provide you with information they hold about yourself. I only did this a few days ago, but they have told me they will comply. I have asked for a copy of the terms to which I agreed. (In this manner I can show what I agreed to) Records of correspondence regarding my request (so that I can see if they believe internally there is a weakness). Transactions subject to the points program - so that I know how much I can claim.

Please feel free to make the same request. Maybe the sheer weight of requests might make them re-think their process. The other thing I am going to do is email Keith Barr, every time I stay in another hotel. I am going to show how many nights profit they have lost compared to the points they expired from me. In doing this I am going to let him know that I am boycotting his entire hotel chain.

My view on the law is that there are 4 elements needed for a contract Basic to a contract is a "meeting of the minds." The parties have to understand and express to each other what is expected of each of them. In this case - I stay at a hotel, you give me points that do not expire. Parties Capable of Contracting - I am an adult of sound mind, they are a company who I like to think is of sound mind. An Agreement with Obligations - I have agreed and paid something to IHG, for which they have given me a hotel room for the night and points A Legal purpose - As in it is not illegal.

I understand that there is a change of terms clause, but I don't believe this should apply to retrospective stays. (They can't take the hotel room back, or ask for more money, so why can they take the points back.) Consequently - I only want to have my points earned before the change of policy to be reinstated. Although I missed the change of policy I think they are entitled to assume that I have seen the change, and so they gave me points at that stage that had an expiry clause on them.

The first call to IHG was to an lady that was looking into when we were disconnected. The second call was answered by Angela at customer service who tells me the cancellation numbers on the email do not match the reservation and any refunds are up to the general manager. Customer Service is not able to help and directs me back to the hotel. Upon calling the hotel and asking for the general manager, Lacy transferred me to him. I hear him on the phone and he says "oh ok. Goodbye." After about 20 seconds the call drops.

When I return the call, the manager on duty, April, says Andrew the GM is out until 10 a.m. the next day. When I ask, who the man was that obviously answered the phone by mistake and hung up, she "didn't know" as she was "at the front desk". April, as the manager on duty, is unable to give me any guidance on what needs to be done as only the GM can make that call. The same GM that refuses to speak with me. I asked who I could send the emails I had to and she gives me the same email address on the website that I have emailed once already with no response. I know that as I am the person responsible for booking hotel stays for our travel softball team, we will not be using any IHG property. I also know, I will make sure every person I know, is aware of their poor customer service and their inability to admit when a mistake was made and to do the right thing.

I sent an email and the reply was only about the process and how important planning ahead was. No accountability. I responded and received another email explaining email communication would not work because it was too close, along with the 866 number I already used. They had my phone number as I am a member. The only part that was booked correctly was the resort I booked myself. I talked to the sales staff there. I was told that the senior sales manager called IHG and the only option available to me involved worse locations and more points- a lot more points-. If you want no accountability IHG is for you.

Wanted to do laundry. Was told detergent could be bought downstairs. We bought it, went to put it in, and was not told that the 'amenity' cost a dollar in quarters. We didn't have change. We went to front desk to get change, the front desk did not have change. We had to go to a store to get change. Breakfast the following morning- We had a two year old in tow who still is on a mostly milk diet in terms of drinks. There was no milk. We waited 20 minutes while the teenage looking boy (if he was an employee, he was not dressed in Holiday Inn logoed attire) went to the store and came back. The milk was gone after about 5 people. Coffee was cold. No microwave to heat it.

Getting a shower in the morning- no vent. Had to wait for steam to clear out. Went to get clothes out of washer and get ice from ice machine. Ice machine was not working- no ice. Kids wanted to swim in pool. Their grandparents took them down. They were told by staff the reason the pool was so green was because the sides and bottom of the pool was painted green and let my kids swim in that! It was a chemical imbalance! I know because my husband is a manager at a pool and spa company! Once I saw the pool I asked management when it would be cleaned- they did not know. The pool was later closed for the rest of the day (and foreseeable future).

We finally decided to check out and go down the street to the Ramada Inn- where I am now writing this review on a working WiFi connection, in an air conditioned room, while my kids swim in a blue, chemically balanced pool! IHG needs to seriously overhaul their Gatesville, TX location. Management was apologetic, but that was about it. There is no oversight going on there. The GM was not present when we were complaining and getting no results. Shame. Shame. SHAME.

It might have gone to my junk folder!! Would you visit IHG if you don't book holidays? Seriously!! Why would important reminders go to junk folder!! I signed up to receive emails and I get an email every month but how come such important emails are not sent. The customer service is an absolute joke as they kept ranting that I should have checked the terms and conditions regularly. They also mentioned that their decision is final and no further help can be received. The email on 20th April HAD no such information that my points are expiring so how on earth I would have known about it. I feel like being cheated and helpless.

I eventually booked rooms for several nights the following weeks using my IHG membership and then at some point decided to check my IHG account. All my points were there for my stays, I just didn't see my bonus points. There was however, a message on my app stating I should register to get my bonus points. Well, I was already registered and logged in through the app so I decided to call customer service and get, what I thought was a simple problem, figured out. I was very wrong.

Call #1: I could not understand anything being said. I gave up almost immediately on the call because I asked the customer service representative to repeat her name so I could document our conversation. I believe she replied "twosies blooopax @ 32hundred mip-mip." Her tone sounded sweet and concerned and I told her thank you for trying but I would call back because I was having a hard time understanding her.

Call #2: Although she was very difficult to understand, I believe she said her name was... And I am going to attempt to sound this out... Ca-hal-tee. In any event, I explained my situation and she asked me to confirm the name of the bonus program I signed up for and when. I explained I didn't know the name of it and went through the story again. She asked me the name of the bonus program and date again and I explained again that I didn't know the name and just a rough time frame. She then said she would reset my account and to call back in 1 hour if that didn't work. I asked her if she just didn't want to bother with my issue. She said "yes sir". I asked her if she had no intention of helping me fix my issue. She said "yes thank you sir". I'm about 99% positive that she had no idea what I was trying to communicate to her.

At the end of the call I was transferred to a survey automation. I left a detailed voice message outlining my frustration and asked to be contacted directly. I left my contact information but have not heard anything from the IHG group. I have no intention of calling back and going through that again. I have booked several stays for this coming week but have decided they will be my last if I do not get some resolution. I'm just not comfortable spending the amount of money that I do with a company who has customer service as poor as this. I stayed in hotels 127 days out of the 2017 calendar year and never had this much trouble when dealing with Marriot.

From what I have read, there are some bonus programs that are don't always transfer points accordingly. Sometimes it's tough to get resolved. I've also read that there are bogus spam emails that promise IHG points that are not truly affiliated with IHG. If that was the case I would have loved to have been told that on my first call. My gut, however, tells me that I just need something corrected to transfer my points. At this point I don't even remember if it was 1000 points, 5000 points or 10,000 points because at the time I signed up I had no sense of the point system or value. IHG, if you're out there... I enjoy your hotels and have found them more convenient in terms of locations for my travel than Marriot. I will be, however, going back to Marriot if this isn't resolved by the time I return from my trip next week... Which by the way will include staying at IHG hotels.

When I tried to cancel the transaction within 72 hours due to misrepresentation on what was being sold, I was told to email Customer review at Holiday Inn Club Vacations. Customer review just sent an email that sale is non-refundable. They did not even address any of the misrepresentations their representatives made to me on the phone. They said just book a vacation. Statements made on the phone were contradicted by the information sent with the confirmation email. They said anything to make the sale; Holiday Inn, No Resort Fees, Free Transportation, Fee for changing location, etc. Below are my notes and why I feel the information I was told does not match what is in the documentation and misrepresentation. The original call was over 20 minutes.

After I made a reservation at the Crowne Plaza at LAX, I was transferred over to what I thought was a IHG representative. (I did not get the gentleman's name.) He said since I was a long standing member of IHG that Holiday Inn had several newly remodeled resorts that Holiday Inn wanted to get IHG members opinions on. Confirmation email states "The Holiday Inn Club® program and Holiday Inn Club Vacations® resorts are independently owned, operated and marketed and are not owned, operated or marketed by the owner of the Holiday Inn ® brand."

He named several locations and which one would we be interested in. Name one so I said Orlando. We can change the destination as the email will list 10 resort area. No mention that this is a charge for changing the destination ($19.95 in tBased on the website information, I asked about resort fees he document). The email did not have a list of 10 resort areas.

Resort is within 1 mile of theme parks. Based on the representative statement in item 1 above, I had the Holiday Inn Resort Buena Vista website up thinking this would be the resort. Based on the website information, I asked about resort fees and transportation. He said No Resort Fee. (The document attached to the confirmation email states resort fees can be $5 to $42 a day). The website state transportation to the theme parks is in the resort fee so I asked about transportation cost to the parks. He said free transportation. Also would receive discounts for all of the theme parks.

Representative advised no blackout dates. However failed to mention the following that was in the email document. Season reservations incur an additional $29 per night fee. 2018 Peak Season Dates: 3/16/2018-4/8/2018, 11/22/2018-11/25/2018, 12/21/2018-1/1/2019. Scottsdale Only: 1/1/2018 -4/8/2018. All Sites (excluding Las Vegas and Scottsdale): 6/15/2018-8/18/2018. Gatlinburg Only: 10/1/2018-10/31/2018.

I asked if this was a timeshare. No timeshare has a bad meaning. We would take a tour (no sit down meeting). Email has "To fulfill the terms of this offer, you are required to attend a timeshare sales presentation lasting approximately one to two hours depending on package purchased." I advised the representative that my husband was starting chemo so he said the offer would be good thru 11/2019. The 1st confirmation email stated travel window was thru 4/2019. When I called yesterday and spoke with a Patricia, she said to wait for the 2nd email and it should have the correct travel window. She could not do anything. However when I called the next day after I received the 2nd email and spoke with the rep and said I wanted to cancel this transaction and started to list the misrepresentations, the first thing she said she did was change the travel window to 11/2019.

When the sales representative stated that we would have to pay all fees and expenses if we did not qualify, I advised him that I wanted to cancel. He said since he had taken my credit card information, he had to get the floor supervisor. Amanda came on the line. I said this sounds like a timeshare. Timeshare has a bad name. We talked about this not being a timeshare presentation. No sit down meeting. She said she would put a note that there are no additional fees. When I spoke with the representative this morning, she advised there would be taxes. No mention of taxes on prior phone calls.

I have filed a charge dispute with my credit card company due to product misrepresentation. I also filed a complaint with IHG and the Federal Trade Commission. This whole experience has left a bad taste in our mouths. And confirms even more the distasteful way companies are trying to trick people into timeshares. I am not happy with Crowne Plaza or rather IHG for presenting the call like it was a bonus. As a IHG member (now former), I was assured that as a IHG member my satisfaction is important during the pitch. I am still awaiting a response from them.

I have searched all forms of supposed communication several ways. Customer service management only repeated the same lines over and over again and refused to do anything to accommodate my lost points. Their tone became more rude as I was talked over, and talked to me like I had no legitimate claim to these points, even though I had never received any notification at all of the points expiring. If I ever had been notified, I would have dropped the issue and moved on, although disappointed. I will never stay at a hotel in this group again.

On March 28, 2018, I checked my balance again and found it was ZERO. I called the listed number for Customer Support (sic) and reached Jenny (sic) in the Philippines. I asked to be transferred to someone in the US because her English was atrocious, but to no avail. I spoke with her Supervisor, April (sic), who told me that an auto email had been sent to me telling me of the impending clawing back due to account inactivity. I told her that I received no such email. Did she have proof that it went out and/or that I received it?

I told her that I was be stupid to ignore such an email alert, since I have responded to other such alerts sent by other hotel chains due to inactivity - that it is not logical that I would allow 439,000 pts to evaporate without taking any action. I asked to speak to someone in authority, but unfortunately, the non-empathetic April was "it". I will pursue all legal options to regain my confiscated points. IS THERE AN APPETITE FOR CLASS ACTION HERE? I am certain that there are hundreds or thousands of others in our same situation. Together, we could stand a chance.

IHG customer service was unfortunately of no help at all nor was this hotel. It turned out that there wasn't any availability anywhere in Paris for these nights which must have been the reason for our mysterious cancellation. Obviously this hotel had a slightly more profitable week by booting us, but that was a pretty brutal experience to have happen on your anniversary. As such, I will NEVER spend another dime in an IHG hotel again. And if they'll do that to their highest level of rewards members, they'll do it to anyone who's not the crown prince of Morocco.

J. ** indicated to me that he would leave the trip offer open ended which was obviously a lie because the email I received after our phone conversation indicated the trip had to be booked within 12 months. I am demanding a refund for the charge to my Mastercard now. But now IHG is purposely wasting my time by continuously transferring my claim between reps so that by the time this issue gets resolved the 12 month expiry date will have lapsed. These people should be arrested!! I will no longer be an IHG customer!

We used points for a free night in 2015 in Clarksville, Arkansas. We still had a sizeable balance of points. TODAY my balance on my Rewards account is ZERO. WHY "steal" points from your customers? I phoned and spoke to a supervisor in customer service who refused to restore these points although her search of the history of our account revealed this balance. IHG thinks they have won this battle, but they have LOST the war. SAD, MONEY-GRABBING CORPORATION with NO CONCERN for LOYAL LONGTIME CUSTOMERS!

Indeed, they all wished me a nice day and they all wish me to see me again in an IHG hotel... but no other info except that “We will let you know…” So, be aware. Be it intentional or accidental, this disappearance is fully of the IHG Reward Club responsibility and I am amazed of the lack of professionalism at acting and settling this matter and IHG isn't really interested to solve this! In the meantime, I have re-activated my Carlson Club account (Radisson hotel chain). So far, they don't lose their customer reward points.

Bunch of bull malarkey... Would not recommend this program as they change the points programs and don't honor the programs the way they are advertised to accomplish advancements. The accelerate program does nothing except make you spend more money with the chain and the only thing you can get is a free night...points will not help you gain status towards your next level and the way they advertise it is that it will help you advance faster. I fell for it. I hope others do not.

NOT ACCEPTABLE! After a very LONG time on the phone I finally got them to cancel and refund my money but lose my points - against their policy. Policy or not, their representative gave me false information on which I made my choice. They did not honor their word and fought to keep MY money! After being a platinum member for many years I am now switching to another hotel chain.

They sent us to a hotel across the street and said they would pay for the first night. The other hotel after the first night was about double cost per night than what I had booked, not to mention horrible beds. Anyway, when we were done with our visit, I received an email to do a mobile checkout for my stay at Holiday Inn! I called the customer service whom told me I was a no show! Then they put me on hold to call the manager to make sure I wasn't a no show. I do not trust they didn't charge my card. I'm going to double check. I will never stay at another IHG/Holiday Inn hotel again.

I have been a club member for several years now and I am finding that there is no advantage to joining this club. If you use cash there is more availability and you are paying the same amount if you do a comparison, and there are no yearly fees. Do yourself a favor. Don’t join this club. The salesperson didn’t tell us all the details. He made us understand we could use it at any hotel which you can’t. IHG just adds a whole another layer of confusion which you do not need. I have found it easier just to book the hotel using Expedia or call the hotel directly and this applies to cruises as well.

Escalated to the supervisor, no help. Escalated to the manager. Told me that it was not my fault for not checking the website. I have been retired 3 years and am just now starting to travel again. I told them I log in to the website when I need to book something, not to check my points. Called their corporate office and was more politely that it was my fault for not logging in to my website. 30 years of staying at Holiday Inns and I have no point after receiving no notification. I call that theft.

I called to inquire, and was connected to a call center in the Philippines. I stated my concern to the gentleman who answered the call, and he informed me that my points were purged due to no activity since 6/26/2016. I sadly explained to him that my 38 year old son had died last July 11th, and that I have literally been in a grief mode ever since. I added that I had gone from full-time to part-time work due to the stress level brought on by the grief, and begged him to reconsider and/or to escalate my request to his manager. He put me on hold and a few minutes later, his manager answered.

She was rather challenging to understand, so after a few times of asking her to repeat her responses, I asked if there was someone in the United States to whom I could speak. She said (and I quote), "We are a global company." I told her that I was aware, but that I was trying to be proactive in trying to find someone who would understand my circumstances. This was after I had to ask her about 3 times if she was still on the line. She would go silent for several seconds. I asked her to please reconsider, adding that I was ready to travel again. She flatly said, "No. We make no exceptions." I even asked if I could forward his death certificate as proof, which was painful for me.

These points were like money in the bank. I paid dearly for the privilege of having them by staying many, many nights, and even trying to accelerate my status on several occasions after 2013. I had previously been a road warrior, but went to work for a Fortune 10 company as a telecommuter. I considered the points part of my retirement, so to speak. Yesterday marked one year without my son. I decided that I would at least empower myself to help others; unfortunately most travelers don't read the "fine print" stating that if you lose status, you lose the points.

Needless to say, I will never stay in another IHG property as long as I live. Conversely, Hilton Honors offered to let me retain my status this year, even without the required number of stays, in light of my circumstances. Thank you for taking the time to read this. If I can help one person, this time was well spent. As I read the other complaints, I keep thinking, "Class Action." They just don't care.

They told me this does not include for example Holiday Inn Express... Imagine who on earth could figure that out?! 2. All representatives confirmed that I should still receive Corporate Account Bonus, which I did not receive it. The last representative I talked to (Jessie, employee ID **; with heavy accent from remote place), outright lied that my stays did not qualify. The fact is that I was using my corporate travel portal and booked with my corporate rate. I even have the confirmation letter in front of me showing it was my corporate rate! This was the 3rd time I gave IHG a try and it is the last time.

My previous experience with them was beginning of year with another promotion. After my stays for that time, they denied the rewards stating that although everything was according to their rule, I made the reservation 1 day before their rule - Note: their fine print of when people should make reservations; not just the actual stay dates, and I only made the reservation 1 SINGLE day before that defined period! When I called IHG customer services/rewards, I was asked to hold on for long time and eventually the line went to death every time when I asked to talk to a supervisor. IHG business will NOT last long by their bad behavior and their repeated cheating practice. They repeatedly tried to ask me using their hotels but repeatedly cheated me. I would not use any IHG hotel from now on for sure. I would highly alert any people about their cheating practices.

It has been over three months and after following up at least 15 times, they still have not delivered the gift card to me, nor are they giving me back my points. Finally last week I got a call from an agent saying that my card has been shipped and she promised me that I would get it by Saturday last week. I still have not received the card (as expected). I called customer service again and was again put on hold for 30 mins (as always) and was told that they would send me an e-certificate of the gift card and that they were making a special request to have it sent to me over email by mid day. It's EOD and all I've received so far is that they are reviewing my request again for the 15th time.

All of sudden I happened to check my IHG app and I noticed that my 77000 points were refunded to me without any notice of what happened on the status of my Amazon card - UNPROFESSIONAL! They ideally should have called me and informed me of the status. Then the very same day in the evening, they again took away 75,000 points for the same gift card and FINALLY sent me an eCertificate of the gift card (Which I am yet to check if it is valid). They also refunded 2000 points to my account as an apology I guess for all the phone calls and time that I spent trying to get my points or the Amazon card. This is extremely poor service and unprofessional of IHG. If they treat their Spire Elite member this way, I can only imagine what regular customers without a membership would have to go through. Extremely disappointed and thinking about changing loyalty.

Then I proceeded to call the Customer Relations US IHG office in Atlanta but got IHG Utah. I asked for a supervisor, got one and then explained the issue. Once again I was given the corporate kool aid speech and got impression she could care less. I recently retired and plan to do a lot of traveling. I had planned to use Holiday Inns in most location, but not now. I have used Holiday Inn for decades but when IHG took them over they ruined the franchise. I have scores of associates, friends and relatives but I will discourage them from using any IHG property. By the way, if I had gotten proper notice of the cancellation of points I would have taken care of the issue. I am just a little guy who wants IHG to be fair. IHG has NO customer goodwill.

Original Review: April 23, 2017

I was unable to cancel my reservation with an IHG hotel even though reservation is 5 months away and they could surely book room. Did not have warning that I could not get a refund if I cancelled reservation and now feel very deceived by this company policy. I brought the matter to attention of company with no satisfaction. Will not ever book a hotel at IHG hotels again!

Worse experience I've had out of all the hotel chains I've traveled in. I had almost $550 tied up or posted to my account causing me all kinds of problems. I need to go back but will stay somewhere else. Sadly using a different points plan. Protect yourself, get things in writing, get a ending statement (it helped me), use your credit card not debit card, or pay in cash holding the room with a credit card and check into who owns it. Most employees were nice, one was so nice she was annoying if this is even possible. I wonder if she was so nice because she made this nightmare possible. What did I deal with. Less par breakfast, snooty check in employee, non-working hot tub (that has been broken for months), loud people near my room, and so much more. This place is not worth what they are charge. I had this last stay comped but it will not bring me back to it. I would rather stay in a tent.

I proceeded to contact IHG's Customer Services Department to inquire what had happened and he advised me that because of one full year's account inactivity IHG had canceled all 83,130 points on the 18 Jan. 2017. I questioned why I had not been contacted by IHG to be advised that my points would be canceled and I was told that IHG had sent me e-mails to notify me. My response to him was that had not received such a communication and that if I had received such a communication I would clearly not have allowed my points to be canceled. I requested for IHG to send me a copy of the communications that they allegedly sent me and I was advised that IHG have no means of being able to do this.

The Customer Services rep then wrote the following to me: "Through December 2016 I was authorized as a Guest Relations case manager to immediately restore points for any objections such as yours. That authorization has been removed as of January 2017. Neither I nor any other Rewards Club supervisor are currently authorized to restore expired points because of a claim that a member was not notified .At this time, there is no higher authority in Corporate IHG that I am able to utilize to forward your objection to the points expiration policy. Of course, your IHG Rewards Club membership is still available to you to use. If you complete a hotel stay that is qualified for points, the point expiration date on your club account will then be set at one year from the date those points are deposited. Should you have enough activity to again qualify as a Gold Elite member (either 10 qualifying nights or 10,000 qualifying stay points, in a 12-month period) then your Gold Elite status for the next 12 months would exempt from any point expiration processes."

I fail to understand why this Customer Service rep proceeded to inform me about what he was entitled to do in December of 2016 as it has no relevance to my case as my points were only removed in January of 2017. I also fail to accept that IHG have no method of being able to investigate to whom they have actually communicated to and that I am expected to accept that they did communicate when I know that I have never received such a communication. I store all communications that I receive via e-mail and I extracted all of these out and sent a copy of them to IHG including their Board of Management which clearly shows what communications I received from IHG and when, and that on none of the communications that I received from IHG did they make any reference to either their new award points policy or did it mention that my accumulated points would be removed from my account in January of 2017.

Since my last communication to IHG I have not received any further communication from them back so it would appear that from their point of view the case is closed. From a customer satisfaction perspective it is safe to say that I am less than amused about both IHG's new policy and the efforts they have made to publish information about their new changes to their policies to their customers.

At least they have listened to me and accepted my side of the argument which was valid and shown some understanding of the problem.

I hope I can now continue to enjoy my stays at IHG knowing what to expect and not to get caught out again.

Original Review: Feb. 22, 2017

Recently (in October 2016) I booked a double room at the Crowne Plaza in Stratford-upon-Avon with Expedia as a birthday treat for my partner as she likes something different, and opened an IHG Rewards Account, and was told I could get points for all food and beverages purchased but only points for accommodation booked directly with IHG. The receptionist who told me this knew I had booked my accommodation with Expedia as I made reference to this. This is normal for all chains I have experienced. Although I booked my accommodation via Expedia I booked a table for two with the hotel upon arrival. Everything was charged to my room. It was a very enjoyable experience for the two of us and I asked about the points and was told to phone Guest Relations and my points would be added to my account.

After leaving the hotel I tried to get the points for the food/beverages added to my account by contacting Guest Relations in Brierley Hill, West Midlands but they argued that I couldnt have points because I didnt book directly with the hotel. On the IHG website it states: "In addition to staying at any IHG hotel, there are many other ways to earn IHG Rewards Club Points including: On all Eligible Charges Worldwide charged to the member's room (except when staying at an InterContinental Hotel brand). Eligible charges include food and beverage, telephone, laundry, and in-room movies."

The food and beverages were charged to my room, so according to the information above they qualify for points as it makes no reference to how the room was booked. This is what I was told when I signed up for the IHG Rewards Account. I pointed this out to Guest Relations that it wasnt for the accommodation but they were bad mannered as they didnt get back to me and ignored my correspondence from then on.

Normally when there are problems within a business where workers do not honour what was agreed or breach the agreement, I write to the chief executive as an apology or explanation normally helps to put things right and helps prevent the problem from reoccurring. I wrote to Richard Leslie Solomons the IHG chief executive officer at IHG Head Office in Denham, Buckinghamshire before Christmas and havent received an acknowledgment so started highlighting this inconsistency on social media as to be ignored by the chief executive officer when I know I am right based on information I have been given. Not being honoured doesnt say much for the integrity of this executive director or the company while he is in control.

There is nothing to say that food/beverages do not qualify of accommodation isnt booked directly with IHG or the hotel. If Richard Leslie Solomons hasnt got the decency to reply to my correspondence and honour what was agreed but continue to let staff wrangle their way around to treat the customer in the wrong then IHG needs to be named and shamed in every possible way as the few of us who speak out is only the tip of the iceberg. It doesnt say much about the integrity of the chief executive officer when he doesnt respect customers' rights and avoids the truth.

IHG lied about being okay for 4 people to stay in one room. IHG would not make it right. We had to book two rooms. They offered to give us 10,000 points which doesn't come close to the extra cost of the extra room. The 10,000 point offer was like a slap in the face. When we arrived, your hotel facility was very nice and clean. The staff at your hotel were very nice and a delight to work with. Unfortunately your partner IHG are terrible representatives of your Hotel.

When trying to resolve the problem IHG took my wife's credit card info. to book two rooms at about 2,800 pounds for our stay. I was able to book two rooms for about 1,800 pounds. My wife called IHG back to cancel the 2,800 pound rooms. IHG assured her they were cancelled. When we checked in under my reservations my wife decided to ask if there were any rooms reserved under her name with her credit card. There were the two rooms still reserved and 30 minutes away from her credit card being charged 2,800 pounds. I don't know if IHG acted out of ignorance or malice. We haven't received our final credit card bill from the trip, but I sure don't trust IHG your booking partner. To resolve this and make me satisfied would be to have IHG refund the total cost of the extra room (about 950 pounds). I have the above message saved on my computer to resend or repost as needed.

Before working with the BBB, we were told by IHG/Holiday Inn Rewards that we could not get a refund once we gave them our credit card number, and it was very difficult to reach them on the phone. They did not return our calls. The only way we were contacted by this company was through BBB and TripAdvisor, so my advice is to carefully document your experience, be professional, and appeal to BBB, ConsumerAffairs, and other online review sites that people consult in order to avoid getting scammed or treated badly (It's also a good idea to pray).

Because we ultimately were able to resolve this to our complete satisfaction within 10 business days, I am giving IHG an extra star. I still do not approve of their aggressive promotional schemes, how difficult it is to reach someone who cares about their customers, or the rude way we were treated on the phone in our efforts to address the unauthorized withdrawal of funds on our own.

It is a very dangerous and unscrupulous position to take that if a credit card number is given over the phone, it implies consent whether or not actual consent was ever given. This is exploiting those less fortunate knowing they will not have the means or energy to expend on legal fees, etc. These are inexcusable and unethical practices for a reputable business like Holiday Inn to resort to. Are they desperate?

For these reasons I am considering whether or not I should revoke my membership in IHG's Rewards Program through Holiday Inn after this encounter because of the bitter taste left behind. I hope they will revise their business practices and stop scheming and taking advantage of their own customer base.

Original Review: Nov. 13, 2016

I was offered a Myrtle Beach Vacation "Deal" as a promotion AFTER booking a room with Holiday Inn Express in Fort Dodge, Iowa for last weekend. I was asked if I'd be interested in a "special promotion." My instincts said not to do it, but the booking agent was nice so I agreed to listen. It sounded like a good deal because the entire cost of the stay would be reimbursed, I was told, through a rebate process after staying in the hotel. The reason for the offer was to evaluate their new hotel property, they said. They told me I had to pay just $49 to hold my offer and pay the rest upon arrival.

I asked, "if I agree and my husband tells me he doesn't want this, can I get a full refund on the charge to my credit card?" The lady flat out lied to me and said, "YES!" I reconfirmed this twice with her that I could get a refund if we changed our minds before agreeing to the $49.00. So I gave my credit card number. I thought this was a reputable entity because I thought it was Holiday Inn, which I trusted. I did not know they transferred me to a different company that was untrustworthy. I would not have given my credit card number to a agency that was an unknown to me.

I've never heard of IHG before this but now I know they manage Holiday Inn Express Rewards Program and also any Customer Care issues. I learned today that there is no Holiday Inn Headquarters. They are all individual franchises owned by different persons. IHG must have been contracted to handle Holiday Inn Express Customer Service and Promotions it seems. IHG manages many hotels internationally and you will never speak to an American on the phone when you call them.

When this agent confirmed the agreement terms she said $249 would be deducted from my credit card and I said "NO!" I told her I did not agree to the terms; that I misunderstood the offer; I thought it was only $49 and we could NOT afford $249 and I told her not to charge my card! She said "OKAY!" and we hung up. I figured that it was over with but NO it was not!

Then we learned a few days later IHG went ahead and charged my card!!! I called IHG's toll free number and asked to speak to a supervisor. The lady said there were none available but took my name & number and said they would call me back. They still haven't. Meanwhile our account is so low we might bounce our rent check! We are absolutely in panic mode! My husband finally reached IHG from work (they have yet to call ME back after leaving my name & number). They told my husband that by giving my credit card number I agreed to the deal! This is absolutely a lie! What is this that we cannot back out and refuse a deal & change our minds WHILE ON THE PHONE discussing the deal?!?!

Mind you, our bank will not help at all! They say it's a matter of he said-she said. This is also backwards and wrong that the banks are apparently in collusion to allow these scams to continue without reprisal! What are we to do? We've absolutely been scammed by Holiday Inn's Rewards Card agency, IHG! We have been robbed. They lied to us and stole money from our account and who will help us?

It is a Saturday so I have to wait until Monday to try to reach the owners of Fort Dodge Holiday Inn. There is no Holiday Inns Headquarters. They are all under IHG but owned as franchises. The Fort Dodge Holiday Inn is owned by the Lamont Brothers. I intend to appeal to them to lobby on our behalf to get this money refunded in full. If they cannot, we will inform our employer that has an agreement with Holiday Inn Express Fort Dodge of the unscrupulous business practices of this hotel chain and file our official complaint and the outcome. If this cannot be resolved that way, we will also file a formal complaint with the Iowa Attorney General and the BBB against Holiday Inn Fort Dodge.

If anyone from IHG is reading this complaint and has the power to act on our behalf, we demand a full refund of the $249 charge to our credit card that we absolutely did not agree to or authorize. Also, they are NOT authorized to withdraw any further funds from our account! The VIP guest number is **. These business' unscrupulous practices which are nothing less than robbery must be stopped! We did not get a receipt since we did not authorize this.

Later during my stay, the housekeeping staff left my door open after they were done cleaning. Again, the solution was to provide a free drink. The service at the bar was abysmal. Even though there were only a few people in the lounge, it took 15 minutes for a drink and even longer for food. I also had work colleagues who experienced no rooms available upon check in, people trying to get into their room at 1am stating loudly from outside the door that the hotel had given away their room. Overall, my experience was very poor. I would not recommend staying at this hotel.

I called them and was told I had to go through the hotel, the Holiday Inn office couldn't do this, only the local hotel could. So I called back the hotel - mind you this is over a week long period with giving my name to numerous people saying they would call me back. The hotel manager said she was sure only the corporate office could do this, and she'd have to call me back. She promised to do that by 2 pm. Of course 2 pm came and went. I called the hotel back and the manager was gone for the day. I left my name again for her to call me back - no returned call.

I understand that it was apparently my mistake to sign up for a prepaid room, although that was not my intent and I am very careful to ensure I am only reserving rooms that are refundable. Regardless, I figured since I have stayed at this same hotel before, as well as three other team members for the four nights, that we could work out applying this when our site visit was rescheduled. Apparently not. So this Holiday Inn got almost $400 of my money and got to rebook that room as well since they had almost three weeks notice of the cancellation. Won't ever stay in an IHG property again, and I have already cancelled two future hotel stays and booked with another company - and yes, I was very sure these rooms were completely refundable.

Gosh, even airlines let you reschedule a fare you have to cancel, even if it's not refundable, if you pay the fee. Not only do I feel scammed and taken advantage of, but why should I have any customer loyalty to this outfit if they have no time for me after so many years of Rewards membership? No wonder this site is full of all kinds of terrible complaints - this company doesn't care a wit about its customers.

I called the hotel and was told by the front desk clerk, Jessica, that it was a charge for incidentals and it would be returned to his credit card automatically. I waited a week and this amount was not returned to his credit card. I emailed Jessica and called and did not receive a call back. I left a message with the manager of the hotel, Abey, and he never returned my call. Two weeks later, I get an email from Jessica saying she was out of town. OK, I'll give that to her, and she said she would check on that and get back to me. Another week went by and still nothing, and there still wasn't a credit for the $100 made on my boss' card.

After not getting any satisfactory conclusion or refund, I called the corporate office at 770-604-2000. They opened up a ticket, Case No. **, and said they would contact that property and have someone there call me so this could be resolved. I finally got a call from the hotel manager, Abey, only because he was forced to call me because of my complaint. He gave me the runaround about how he was surprised that the $100 hasn't been credited and would call the credit card company to ask them to do this, but that it would take 7-10 business days. He stated that what the credit card company would do is credit back the amount that was charged to his card, and then charge the correct amount. He said this only happens to 1% of the hotel guests. Two weeks later, there still wasn't any activity to his credit card.

I called back customer service after no resolution was reached, and they told me they would cut a check and mail it out, but it would take another 7-10 business days. They were going to mail it directly to my boss' home. After another two weeks, and my boss not receiving the check. I called the corporate office back and went through the drill of choosing customer service, only this time, I was conveniently disconnected after pressing the customer service button (#2). I called back another couple times in disbelief at how rude they are and their cowardice in not handling the complaints they are receiving. Here it is over two months, and my boss is out thankfully only $100. Intercontinental does not care about their guests or resolving complaints.

The night manager Manal on duty tried to help us but only had a regular room with 2 double beds. She was beside herself because she saw we had a confirmed reservation stating we had a suite with none available. We tried calling IHG to see what they could do or give us some sort of compensation. We had to call 4 times speaking to about 6 different people. They would transfer us to another department to assist us where we were either cut off or the department was closed. This customer service is just unacceptable. We have so called Gold status with IHG and we do pay for it but I guess that doesn't seem to matter to them.

So the first night we had a standard room which was difficult but then the second and third night Manal accommodated us with 2 adjoining rooms with 2 double beds at no extra charge or points. She even threw in 2 complimentary breakfasts for all of us in their restaurant. I guess having gold status did mean something the Holiday Inn Staff. Manal and her staff went above and beyond to help us, but IHG was totally useless and insulting. For Manal and her staff I give 5 stars, for IHG they would get zero stars from me. Thank you Manal and your staff.

Fast forward almost a year later. I still don't have much time off, my friends are occupied and I'm stressed out because I got scammed out of my hard earned money. Speaking with customer service agents just reinforced this message. I was not able to transfer the package to a shorter stay for one person or do anything with the package. I'm out of more than $200 and they're trying to tell me I'll be able to get some money back if I come (with 4 people for 4 nights where they'll likely harass us to make other purchases). If someone offers you a deal that seems too good to be true, it probably is. These guys are scam artists. The worst of the worst.

We stayed at the hospital around 3 hours with my 10 year old boy from 19:30 pm to 23:30 pm. When we come back, we were starving. We order room delivery food service, 1 hamburger and 1 spaghetti at 22:50. We finally received our good 1 hour later at 23:50 instead of waiting 30 mins maximum. The pool manager paid the medical expenses at the hospital. The guest relation phoned me the next day and told me that after his investigation with the pool maintenance company, the green was due to high level of chlorine mixed with copper. He acknowledged that the water was unclean. He promised to offer us a teddy panda bear in compensation. LOL.

My skin was itching the following 2 days to the point that I asked to see a dermatologist. After 2 more visits at 2 hospitals, I was diagnosed bugs coming from nearby trees that fall in the water. I was prescribed western medicine. They paid the treatment of 117RMB. I told him them: 1. I don't understand how come your pool was so unclean and that one person was cleaning the pool while customers was inside and using the pool. Normally you never clean a pool when customers are swimming. While swimming, I bumped several time in the long cleaning pipe that the maintenance technician was using. 2. I don't understand why today, the pool was still open to other customers despite my incident yesterday. 3. When I asked to speak to top management, the GM, he NEVER showed up neither dare to contact me but rather sent his middle managers.

I sent to the 2 managers emails of my reporting and NONE of them replied. No result. My conclusion: I'm very disappointed that their "5 stars hospitality" brought me to spend time in the local hospital 3 times instead of enjoying time with my boy in their clean swimming pool. Even though the facilities are very good and perfect location to the nearby Panda Base, I will not recommend this hotel for this complete lack of accountability from the top management. Even though they handled the emergency for the hospital, they were completely inconsistent for the compensation due to their lack of hygiene in their outdoor swimming pool. What a hospitality experience! PS: I added pictures for the credibility of my testimony.

It's a disgrace you un this venue as Hotel when it is a loud house nightclub with dangerous & drunken patrons putting your house guest at risk of assault. We witnessed many young girls sexually molested in front of your security guard & after midnight heard one young girl screaming & crying for help in full hearing distance of your security guard who did nothing. You must close this venue IMMEDIATELY & I intend to take this problem to the police, the social media & CNN.

It was too late to change hotels as I was there for work. They did correct the billing in the end and I did get my rental car keys back, but the car had extra mileage on it and was not in the back lot where the cars are parked. The staff were lovely, it is just too bad that the hotel is mismanaged with very unacceptable billing AND valet parking. The number below is the final billing number, though there were several numbers. This company should be investigated for their practices.

Each person I spoke with, all three, were from the Philippines. Each one of them cut me off while I was speaking. They were not listening to me. They were thinking about the response they were going to tell me. This is not customer service, well not good customer service. I believe we teach others how to treat us, and I refuse to be treated like I was treated today. I will be using my free night on a frivolous night between now and 9 Aug and canceling my account with IHG. I am very disappointed with IHG and they should be disappointed with their customer service.

The general manager, Charles **, and the operations manager, Spiro **, pretty much said "tough beans, get your money back from the 3rd party who made the error." Hopefully that will happen someday, however, it has already been 2 weeks and nothing yet. Then again, that may be because the 3rd party is trying their best to make a deal with the managers of Staybridge, but, they are not budging and why should they. They made a profit of $7800 by taking advantage of would be travelers.

Adding insult to injury, after contacting the assistant to Elie Maalouf, the chief executive officer of the Americas at IHG, the parent company of Staybridge, I received a phone call from his staff stating that policies and contracts cannot be avoided and tough beans again to you and the others, I was told the hotel did what they had to do. DID WHAT THEY HAD TO DO! REALLY!?! BTW in 2014 IHG's net income was 392 million. No wonder they needed the $7800.

At 6:02 (yes, we know the exact time), we were lost on farm roads and found a pub to ask for directions. We had just left Castle Combe and were trying to take a shortcut to the motorway. It didn't work, but that is irrelevant. To save time we decided to also call for directions while having our tea. This is what we each were told, my credit card was invalid. My credit card works just well. In fact I had three with me and all worked well. I have excellent credit and find even the thought of such an accusation offensive (and this can be substantiated). Even if it was invalid, Holiday Inn Express or Booking.com should have contacted me SIX months ago, but did NOT.

I requested the manager and spoke to Peter, the general manager who made these statements. Then I was told an email had been sent to me with the accusation. Upon arrival at my home August 9, I found the email dated July 27. I am confused as that is AFTER our stay was to take place. Furthermore, one should not assume that everyone has access to email. My form of communication is a telephone. As a senior citizen when I want to discuss an issue I call or I write letters and mail them. I am only sending this notice by email because I am now in my home with access to a computer. Until recently I did not own a smart phone with email capacity and my traveling partner still does not. I sent my first text just recently.

The next excuse given by Peter, now number three, was that at 6 PM the reservation is automatically cancelled INSPITE of having the piece of paper in my hand with the confirmation. We NEVER had any intention of cancelling anything. If we had you certainly could charge me. The excuse was that at 6 PM all reservations are cancelled. Do I really believe that? If one reviews the confirmation it clearly states we would not arrive until 7:00-8:00 that night. Then the final blow. Within the two minutes from 6 PM to 6:02, Peter said our room was taken by someone else and no rooms were available.

As a general manager I am shocked at the "lameness" of such a statement. In just those two minutes someone drove up, walked in from their car and took our room? So, what was the result? No other rooms were available at the Holiday Inn Express. The one proper thing Peter did AFTER I insisted was to find us a room at a close by hotel. That was done and we ended up at the Hilton across the street. HOWEVER, although the staff was quite kind the price was OVER three times what the Holiday Inn was charging and without breakfast. We had no intention of paying such a high price for a few hours of sleep.

Booking.com deferred to IHG, So they did nothing.

After a few weeks when I didn't see the credits I called them again and the agent I spoke to this time informed me that because the program had already started before I registered for it I would not be credited for them. Then I wrote an email and again explained that they should let their members know about the programs before they start and someone wrote back that I would again be credited for the stays. In the meantime I had booked more stays at various hotels to include 2 different stays in London, in total since May 1st over $20k in hotel rooms. At this point there have been many over and back emails and on this $20k they tell me that I am due 16 nights in total credit, Hello is there anyone looking at the number $20K???

In my last email to them today I got very nasty to them using a lot of words I probably shouldn't have written but I am so frustrated and horribly annoyed with them... They are just not putting two and two together even though I have explained over and over and over... By the way, the last stay in London was for 21 NIGHTS x 3 rooms but yet they credit me with 16 NIGHTS that are legit but totally non-related to the London trip. Also, I had 21 NIGHTS x Three rooms but yet they will credit you with only one of those rooms per night? So, if someone buys and pays for 40 single nights at $200 per night which is an easy example to use of a total of $8K then someone who buys 40 rooms for 3 people for a total of $24k, the person who buys the single rooms gets the same credit as the one who spends $24k on the share forever program. You are kidding me right???

Their customer service is horrible, horrible, horrible. I am a Spire member and they told me after my last email that they were going to cancel my membership, so I told them "go right ahead." I have had so much unbelievable stress from their group that I will be much better off health wise as a result of not being a member than being one... Shame on them!!!

Now I am confused and I hope to check the cameras to make sure that he didn't fool me. He said "I remember you. And I don't take 2000." So why he asked me if he know exactly what he usually take?!! I don't care about the money that much but really they don't appreciate the customers especially we are here for a long time. We have to be treated in special way! He must check for me not just ignore my point. He said 200$ doesn't equal 2000 E pound. I know that but this doesn't prove that he didn't receive 2000. It equals about 1500 is he going to take less?! Why not more?! This is not an evidence. I really hope that there is a way to check the cameras!

We started negotiations for this year's conference in September. A week or so later, our Founder Dolores Cannon passed away. Due to her death, the company did some re-organization and the planning of this conference was given to another person in the office. There was a decision made to eliminate paying for conference lunches for attendees. In preparation for negotiations, the Sales Staff copied last year’s contracts. When we approached the Sales Dept, their response was likened to 'damage control' as they continued to refer to the previous year’s revenue and their sales budgeting during negotiations. Instead of accepting the program change, the Sales department forced our group to make a contract decision upon three options that took into account their loss in F&B sales.

Based on their three contract options, we choose the least expensive route on Meeting Space Charges, but we were held at 590 room nights. As a company, we were unsure how our attendees would react to Dolores' death and the impact it would have on our room sales for the conference but please note we have never sold 590 nights in one event. As our contract required, I requested the 20% reduction of the block months prior. That left us with a requirement of 472 room nights. I monitored the room night pick up throughout this process with Jennifer.

When I requested the updates, I never received computer generated report. She listed the counts within the email. On June 24th, one day before our group block dropped, I requested an update and had sold 497 rooms nights. I specifically asked about availability during our groups’ stay and she replied by saying it was 'wide open'. On Monday, July 6th (4 nights prior to arrival) I requested an update and was directed to Brenda. She sent a computer generated report showing 400 rooms sold. I inquired and she sent the cancellation computer generated report. It revealed that the Sales Department double booked our Staff Rooming List.

On Wednesday, we had some attendees that were told the group block was sold out. I contacted Brenda and she reassured me time again that the block was flexible and there were room available in the block. Late that afternoon, I called to make an addition reservation for a speaker at the conference. The desk clerk said 'she was unable to book rooms in the block'. I asked to speak to Brenda, but she was gone for the day. I did speak with Eric demanding he contact Brenda and straighten this out once again. I was transferred to Christy **.

She said they were unable to book the room because it was sold out. I explained that in our contract negotiations. We were told the block was flexible. Meaning, reservations would be added based on availability. Her response was that there were no rooms. So I specifically asked if the group block was sold out or the hotel was sold out. She said the hotel was sold out. I said "okay what do I do with our speaker?" She gave no advice but said she couldn't make the reservation anywhere else. I asked her how this would affect our attrition. She told me that we would still have to pay attrition even if there were no rooms in the hotel to sell and referred me to the contract.

I then called central reservations. I was shocked and stunned and immediately felt deceived and felt it was somewhat intentionally. I was able to book nine rooms. They wanted to refer me back to your sales department for more than 9 rooms. I called again and made 9 more reservations and each time I was able to book more, I felt more and more that it was intentional. Christy, as the DOS, should always know if the hotel is sold out. If there were only nine rooms, it might be understandable, but when I booked 27 rooms and inquired about yet another nine rooms, I am convinced it was intentional and personal.

On Thursday, I approached her with the on-site manager and asked her if her hotel was sold out. She was speechless. I asked her again and she stumbled around her words and said she must have looked at the wrong numbers. She tried to say the Front Desk told her that. And even tried to convince me that I told her the Front Desk clerk said the hotel was sold out. She tried to explain it by means of the Central Reservations does oversell in the hotel. She tried to explain that her report she was looking at was not updated with the front desk. She dismissed the on-site manager who was standing with us and said that she would follow up with me on what happened.

The Sales Dept did not send us the BEOs for our events until July 2nd and the BEOs did not reflect our contract negotiations. Our program started on the July 11th and there were over 30 plus BEOs in total. Due to the Holiday weekend and Gail absent from work on July 6th, this was NOT ENOUGH time to review, submit revisions or review the revised BEOs. But I did the best I could and signed and sent them. She told me on Wednesday she needed the BEOs back for the 10am staff meeting.

The first obstacle we had to overcome from the Sales Dept was in regards to adding two small (20 people) meeting space events for our workshops. Although, we did not use all of the workshop rooms stated in our contract, Gail said it would be $500 for each meeting space discounted to $250 each and because the second meeting was only two hours she could possibly get a discount on off of that as well. We were able to secure a board room at the Residence Inn, in the same parking lot at no charge.

The second obstacle was in regards to F&B break food for two days for 10 people. Gail refused to eliminate the break foods. When I made an attempt to talk to Christy she too said the food had been ordered and could not be cancelled. I let her know that we would not sign the BEO if delivered. She changed her mind and said she would cancel the F&B break. She was not at work that day so she called her Sales Dept to cancel the F&B breaks for the two day meeting. The Sales Dept cancelled the whole meeting, both days. And the Front Desk was relaying to attendees that the meeting had been cancelled. We did not receive beverage service in those meetings until the afternoon.

The third obstacle came about when the menu for the Reception was not correct. We submitted menus for both the reception and dinner months prior. The dinner menu was correct on the BEOs but the Reception was not. We had tried reception foods the last two years and we always ran out of food so we decided on a meal this year. I called Gail on Friday. On Monday she emails and says it can't be changed. I contact Christy and she says the foods been ordered and can't be changed. I insisted they contact the Chef and see if we could turn the reception foods into a buffet. At the end of the day on Wednesday Gail contacted the chef and relayed to me that it was fine for them to do the original buffet we asked for.

The fourth, yet another issue was the setup for the third day. It wasn't done and class wasn't able to start until 9:30. And fifth again, set up in HHIV was not done on time or correctly and our AV staff was there until midnight working. The hotel employees we worked with during the events were great. I can not say the same for your Sales Dept. After we signed the Conference contract, we started negotiating for September's training event. Christy refused to negotiate on a $700 meeting space rental so we took our business elsewhere. It was not only about the $700 but more about the resistance we received.

In the end, we will not be using the Hotel in the future. The Hotel is losing much more revenue in the coming year than the mere $700 she refused to negotiate down. Central Reservation made an error in canceling nine of the reservations made in my name on my personal account. I respectfully ask that your hotel reverse charges on my personal account and allow Central Reservations to reimburse the hotel since it was their error. Customer Relations told me the Hotel should reverse the charges but the hotel is resistant. In order for me to be reimbursed it will take at least a 10 day processing period. I need to be able to feed my family for the rest of the month.

When I spoke with Rhonda at the Front Desk she informed me that you are not Christy’s superior and my efforts to contact you would not make a difference. I just found out that your Hotel is changing management companies. I would like to hear back from you by 3pm today. If not I will be contacting Christopher D. Smith, Sr. VP Admin and Control. If I do not get a reply from him, I will be contacting Warren Cruz with Atrium Hospitality. I am sure they would like to know the issues in your Sales Staff.

This had me scared and my three young children frightened half to death. I tried to look through the peep hole to determine who it might be and their finger was over the hole. I consoled my children and security came to the room and the intruder was gone. I didn't know who it was, so I went to the front desk the next day to ask if they had given anyone my room number. The front desk manager indicated they would not give anyone my room number and they would check with the night staff to see if they had done so.

The next day, the front desk informed that no one had given out my room number and that my name and room number must have been on the parking pass hanging on my rearview mirror. I checked and the parking pass did not have my room number on it. In fact, it was not in sight as I had forgotten to place it on the mirror. The intruder didn't bother me the second day, so I thought all was okay and that whomever it was had the wrong room or just would not bother me again. I had paid over $279 per night and the hotel would not allow me to cancel.

On the third day, I asked my brother in law to meet me at the hotel, so he could follow me to make sure no one was following me. He drove three hours to come to the hotel and couldn't locate me. I was with my children at the beach, but he was concerned so he called the police. The police showed up and the hotel still did nothing. Once I checked out of the hotel and left, I contacted IHG customer service about the incident. They informed they would contact the GM of the hotel and find out what happened. The GM called me and basically said no one had given out my room number and I must have given it to him... then, when I told him I was a victim of domestic violence, the GM made comments that it was my own fault, etc. I have used Holiday Inns and IHG my entire life and I have never had anything like this happen before. I have yet to hear back from the hotel or IHG.

Lo and behold I had to cancel my reservation and was told that I had to pay what was already charged to my credit card (actually it is pending) but points were restored to my account. I was told I would be given points for the charge but I do not want or need the points. I was also told that there was nothing I could do, was told very nicely, that this is policy. When I asked to speak to a manager I was put on hold for a half hour and then cut off. SO BEWARE that when you split between points and credit card payment you do NOT get your money refunded, the cash is converted to points and you must pay! I am one unhappy customer! :(

The customer service employees are nice enough and seem to truly want to help, but they can do actually nothing, nil, nada, without first putting in requests to corporate. I mean, not even a detailed confirmation email for Pete's sake. I was informed nearly 4 hours ago that I would receive a very non specific email within 15 minutes. I am still waiting. About their reward system, I never did receive the points for my not so inexpensive stay at the Inter Continental in NYC. That's okay because after (I can't cancel) this stay at the Crowne in Denmark, I will not be staying at any IHG Corp. affiliated hotel again.

Before arriving to Candlewood Suites, Austin Arboretum Northwest located at Stonelake Blvd. Austin, Texas 78759 on Saturday October 4, 2008 at approximately 3:00PM. The front desk worker named Alvin ** was rude and unprofessional over the phone when I called for directions to the hotel. A cancellation was out of the question at that time. Sunday October 5, 2010, I spoke to front desk worker Coretta about the room because it looked like it was in the process of renovation. My mother went back to Houston, Texas for a few days to check on the house. After looking at the entire room front desk worker Coretta agreed, stated front desk worker Alvin ** shouldn't have checked any one into that room and moved me to another room.

Wednesday, October 8, 2010, I went to the front desk to ask for towels and inquire about what the hotel advertised as pizza night. I did not know or care that front desk worker Alvin ** was on duty that night. Alvin ** wasted no time with the sexual harassment, unprofessional and inappropriate questions in front of another male guest. Alvin ** stated that I was flirting with him because I came to the front desk. I immediately told Alvin ** that, "I am not flirting with you." Alvin **'s attempt to backtrack, act sincere and apologize was condescending, narcissistic and patronizing.

Thursday, October 9, 2010, Alvin ** once again decided to be inappropriate towards me while he was on duty with remarks such as his marijuana usage and having a sexual relationship with an older woman to pay his rent. Alvin followed me into the laundry facility at the hotel. Alvin already had his telephone number written down on a post-it note and he handed to me without any hesitation. Before stating to Alvin that he should be reprimanded by management I took the post-it note with his telephone number for evidence. It became more and more apparent that Alvin would not take no for an answer because he started calling my room at various times even when not on duty.

Friday, October 10, 2010, I told front desk worker Coretta about the above. I also relayed to front desk worker Coretta that Alvin was sexually harassing and trying to take advantage of me because I was by myself. I asked Alvin why was he obsessed with harassing me. Alvin stated in front of another male guest. The male guest named D started laughing hysterically. I told Alvin, "You will not disrespect me and I will report you." I was so overwhelmed with not only what happened but the fact that the male guest named D followed me to the elevators and asked for my room number while I was visibly upset and in tears.

That same night at approximately 11:30PM, I asked an overnight front desk worker where was the nearest hospital. I took a cab to Seton Northwest Hospital located at Research Blvd. Austin, Texas 78759. I was discharged Saturday October 11, 2010. A manager named Shaun was made of the incidents with front worker Alvin but did not arrive to the hotel until Sunday, October 12, 2010. Sunday October 12, 2010, I called Guest Relations (#2269452) and relayed the above along with Alvin's telephone number.

To date and after no apology or any accountability from InterContinential Hotels Group, Teresa **, Regional Director of Operations for this hotel, Stephanie **, Executive Office IHG and Zurich North America Insurance Company Adjuster- Rudy **. I am still affected by what happened to me and probable countless others. I have a right to be heard and compensated for all the emotional and physical turmoil their employee caused. I want a resolution.

Mr. ** informed me that the hotel keeps an insurance policy and the most probable outcome would be a check issued to my home address by the insurance company. He instructed me to write his name and number on the stationary pad of the hotel, however, I was not provided with any official receipt of report. I was never contacted by Mr. **. On 6/23/09, I called the Puerto Rico location and requested to speak to Mr. **. I was transferred to security. A woman took my name and stated that Mr. ** was not available and she would call me back in 30 minutes. I never received a return call from her.

On 6/25/09, I spoke to David ** in management at the San Juan location. I expressed my frustration with the lack of response from the security department. Mr. ** stated that he would inform the Director of Security of my situation and that while he could not state a definite date as to when the issue would reach resolution, he assured me that he would call the next day to confirm that he had spoken to the Director of Security and provide an update. It is now 7/01, I have never been contacted by any of the three individuals who each stated that they would follow up nor have I been contacted in any way by any representative of the Intercontinental Hotels Group.

2) Coffee packs were provided the first 2 nights of my 4 night stay, then they ceased to be delivered with room cleanup. I do enjoy coffee day or night.

3) I received a voicemail message from Intercontinental Hotel on my cell phone when I returned to California. I called back and was on hold over 10 minutes while the message told me how important I was to them. Sure, I felt very important while I continued to wait and watched my cellular long distant minutes build up. The clerk told me that there was going to be a charge added to my bill for missing items from the refrigerator. Now out of the 3 complaints I have, this one annoys me the most.

$186 comes out of my personal funds, even though I was traveling for my place of employment.

My wife had wanted to stay at the Wangfujing area in Beijing, which is why we selected that particular hotel and made a reservation months in advance. Because we arrived late at night, we could not get another hotel in the same area. Our whole trip was ruined because of their ineptitude.