InterContinental Hotels & Resorts

I redeemed 294k points for gift cards upon arrival of said gift cards 3 did not work I have been waiting for over 6 months for them to be replaced essentially I believe that ihg has stolen 300$ from me horrible customer service do not recommend I've been Diamond elite member since 2015 and this is how I'm treated won't be spending another dime with this brand until my issue is resolved I opened up a claim with the BBB about a month ago still no resolution

I booked a week of a hotel in Thailand which seems like it hadn't had any maintenance for 10 years - before I booked I reviewed the glowing reports on the IHG websites. 5 days later when I went there it still had all the IHG signage but IHG had delisted it". Mayve helped if they'd taken it off their website and told the customers who had (until then) trusted their brand! Never again.

This is the second day staying at the IHG in Orlando and they didn't have any milk. How do you eat cereal with no milk? Or have coffee? Staff informed me that the manager Mr James Valle was suppose to "get the shipment" for today. Shipment comes in from their distributor not the manager, they just order it! Obviously, he didn't order enough for hotel guests. I sent him an email this morning and waiting to hear and I'm certain nothing will be done.

I rented a room based off images I saw on their online presence, I saw the same image of a pool do I rented the room for the night at Minneapolis airport- when I asked "where is the pool" they said they didn't have one that someone posted that to google and they can't control that, I work in IT and anything can be edited or taken out of an algorithm. I think they are benefiting from that image and I'm guessing I'm not the only complaint, please give me a full refund as your online representation of amenities is misleading.

I have a tier 3 IHG MasterCard co-branded with Chase bank and I was upgraded to "platinum Elite" level. Despite the fancy name, there is hardly any useful benefits in it.
On other hand, I have a Hilton Honors Surpass card with American Express and I was given gold level Hilton Honors. Well, I get breakfast at the Hilton but water at InterContinental. See the difference?

Thought I was booking through an Australian agent, but apparently not. After booking they won't provide a proper tax receipt. When asked for a GST receipt the customer service lady (Philipines) hung up on me and then the call centre number *******357) stopped working, sketchy as.

This post is more about the IHG corporate and owners of this company they take money from the government for long term stays but don't give points accordingly me and my son stayed there over 6 months straight during his cancer treatment and they gave him ******* points what a joke, these people are despicable you see how much they give for staying one night they think they can get away with it because the state paid for us I'm going to blow them up I gave him a chance to make it right they don't care I plan on posting this everywhere I can

BEWARE! I'm not sure where to start! Website gives pretty decent reviews so completely shocked when we arrived! Disgusting and not sure how they have not been shut down. Elevators and hallways smell so heavily of pot you can get high just breathing.
Loud pool parties and elevator parties too! You wait forever for an elevator to be met by one with about 10-15 people in wet swim suits, some were smoking pot and there was what looked like vomit on the floor in one. A couple came off one and told us to take another because the one they just exited had loud, drunk and high people smoking in it.
The homeless stay in the parking garage and all around the hotel with all that accompany them - bags, sleeping things, and excrement everywhere!
The room was gross! Out of date, moldy and heavy smoke smell. Carpets were old and worn with all kinds of stains.
We tried to call front desk to find a cleaner, less loud room but no answer. After a half hour we left keys on bed, and seriously felt we were fleeing a crime scene.

My bad experience They are rip off and give you points they take away they will promise your rooms they don't exist my last stay in New York Manhattan was extra $420 Canadian dollars just for a parking stay away from them otherwise you will only lose money

I had a reservation with treatment for two on 27-28th December as a birthday gift to my wife, with the treatment booked for 27th evening, at 17:30 and 18:00 respectively. Upon arrival we were told that our spa/treatment was actually scheduled on the evening of 28th, 6 hours after the checkout. Unlike the booking confirmation, the spa have never sent us any email with the date of the treatment, so we could not uncover the issue before we checked in the hotel. Booking the treatment on the 28th evening was absolute nonsense since the person who made the booking over the phone knew we were only staying for a night, very poor communication between the spa and reservation team.

We have talked to the spa staff and the receptionist, and both told us that the spa was fully booked and there was nothing they could do. If we wanted to get the treatment, which had already been paid for, we would have to stay in the hotel for hours after the checked out. This was not an option for us as we had plans in London.

This is a hotel where the work ethics seems to come and go with whoever is working there. It's never horrible but sometimes you can tell when a particular member isn't there because little things don't get done.

As with most hotel properties who charge parking fees neither does this location in La Mesa, San Diego California volunteer it's $10 a day, nor disclose this key piece of information until after payment and signatures.These people also lied to our party about albeit gladly accepting 2 service dogs and a puppy, and when we showed up for reservation then checked in the front desk woman coldly turned us away. They are obligated to send the $1,555+ refund for the reneging agent never provided proof she submitted it. Misinformation and fouling up rests on the fault of another that could actually get the naive 'guest' into trouble, so make sure you're not being set up, so they can charge you more money or deceive someone for the fun of it. Devolved practices here. Furthermore management was unreliable, inconsistent at this location on south Hotel Row. (Maybe)stay away from IHG properties but these troubling issues can be applied to almost all hotels. Don't trust front desk agents at this IHG Candlewood especially if they are "new." It may not prevent scams or problems but its best to check the room before you give them your money. Management was foreign which hate to say never sounds good, that many consumers have problems with and I have in the past. It was a holiday weekend no pun so there was a stressful delay in reaching anybody at our bank. The thoughtlessness and incompetency of this hotel was an avoidable difficult wrench in our plans, to say the least. Don't even consider walking in there. Obviously it's best to avoid almost all hotels but unfortunately that's not generally possible. "Honestly" we suspected they may try to sneak unauthorized or hidden charges at any point of our stay had they been on point, so it's a positive we were able to walk out with the woman rep not lending a smile and sincere apology, when she pulled out the rug from under us with the help of the manager. Of course this is a Truthful review! Memorial Day weekend '23.

Dont stay here! They dont know how to solve basic problems especially with Expedia! Together they steal your money and dont look after your issues! Then the manager reaches out to you to solve your problem and ghosts you. They are in with Expedia to take your money! Run

Lack of attitude!
I complaint about my points, then they just locked my account.

I give them all information they need, but finally they just locked my account!

Thank for your bad service.
And I did not recommend this website for you all.

I have been at the highest tier of IHGs Reward Club for the past 20 some years. They drastically devalued the Club benefits more than doubling the cost in points to make a reward reservation. God forbid you have a problem you can't address on line. The quality of their reservation service, based now in the Philippines, is ridiculously poor. I am making my last reservation now to let my kids take a weekend getaway and adding their names to the reservation is not yet done after an over an hour on-line, 3 calls to the res center and 3 hang ups by the hotel. I'm cancelling the IHG card and have switched to Hilton... so far no problems there.

My last name changed 8 years ago and ihg phone number is disconnected. None of their property locations can update the name change. I can't change it in my profile. Shows the complete disorganized and lack of care this company has for their customers.

This hotel charged us twice for room, twice for parking, and twice for incidentals. When seeking help the staff could not give an informed answer and basically said wait it out. This is completely unacceptable when the mistake is on the hotel. They should provide better customer service. We are still waiting it out.

We've been loyal customers for years. Until now. Booked a reservation, drove 6+ hours to get there, get to the hotel and they say "sorry we overbooked and don't have any rooms. Call IHG." Call IHG - They try to put me into a room at a hotel in a completely different location and charge me more money. I don't think so. I get to someone referred to as a "manager" who put me on hold for close to an hour before the call ended. Called back 3 more times before getting another human who didn't even tell me she was putting me on hold; all of a sudden there was silence for more than 10 minutes and the call ended. Call back again... get "Dan"…Come to find out they wanted to charge me a cancellation fee on top of everything?...
He offered me points instead of money and they are trying to get the hotels to cover the difference in the rate instead of them paying. Needless to say, I have no desire to use their points or their brand ever again. Not only did they do NOTHING to make it right, I would have been stranded in a parking lot in an unfamiliar location without any resolution or place to sleep. And IHG could care less. So good luck if you choose to deal with this unprofessional, uncaring, inconsiderate, did I mention unprofessional…?

Too much to write but room 311 were roaches, room 313 had small silver fish bugs crawling on toothbrushes, no reaction from staff, no apology seemed more irritated that they had to switch rooms for us. Sink did not drains, tubs didn't drain, air condition leaks. Hotel needs to re-do all of their bathrooms. They do not work to make their customers happy. 3rd time staying, 1st was awesome and it went down hill from there. 2nd stay, gave a break on air condition leaking, they were in our room for an hour trying to fix it (10pm) rather than move our room. 3rd stay, roaches, bugs, bathrooms did not drain and 1 electric outlet in Bathroom did NOT work. Will not allow me to attach pictures of roaches

Tried todo a review of a terrible hotel of theirs and it wouldn't open after 30 minutes watching it spin. The day before I tried to make changes to a reservation and ending up having to call (which wasn't a pleasant experience). Got one changed and then they wouldn't let me change the other one. I just canceled it and got the same room from the same hotel for $40.00 less. My Brother passed away while I was traveling and wasn't able to cancel a reservation 6 days in advance (had to be 7). Three other brands let me with no penalty. Looks like Marriott, Best Western, Hilton will be getting by business instead. Lousy website, poor phone support and they just don't care,

I have been an IHG member since 2016, I have always used them for all my travel. I recently booked a hotel and decided to use some points and cash option. Right after booking the plans changed and I had to cancel the booking. This was within 24 hours of booking, for a reservation two weeks away. Two days before the canceled date I noticed a charge on my card for the booking. I called and was told if you book using points and cash we do not cancel the charge. I was shocked because all these years that was never a rule. So they take your points and your money for a room you are not going to use, then they rent it to someone else. So now they received double for one room. I am sure a company as large as IHG can afford to lose one member so my leaving will not hurt them, but after 7 years I will never use them again. You may want to think about it also.

The line keeps getting cutoff when we are being transferred to the front desk. It took us an hour of trying but didn't get us through.

And afterward when we showed up we were directed to a room that haven't been cleaned at this point! To feel that they supported our initial checkin demand yet didn't arranged our room ahead of time!

Furthermore, when dinnertime has shown up, we expect that the supper is incorporated however shockingly they said that it will be a different charge envision that there are 5 of us the frightfulness of the sum that was excluded from our financial plan for the excursion. I dont understand what occurred there yet we spend more than we had anticipated. At the point when we booked it they said that morning meal and supper is incorporated however we got nothing and had an unforeseen consumptions.

Be that as it may, it didn't end there. They have cheated us and it was difficult to get a duplicate of the receipt when we at last sort it out plainly they have cheated us and said that it will just require seven days for the discount to consider our record. Well that didn't occur. As of recently I actually continue to call them for my discount.

Terrible experience

Absolutely would NOT recommend this place to stay. We were needing an extended stay hotel due to an emergency and I found Candlewood through booking.com. At first it seemed like everything was going to be good. We were greeted by the front desk manager who is super sweet and she got us checked in.
The next morning is when things took a turn for the worst. There was a different woman at the desk named Jerika who locked my bank card up while running my card through their system so many times back to back the bank froze it as a security measure. When I told her that's what happened and I'd need to speak with the bank to unlock my card she got very nasty with me. The outgoing General Manager JR was wonderful in helping get that fixed.
Everyday I continued to have billing problems with this place, including them billing me 3 separate transactions for the same night stay and also applying my payment to my room. They applied my payment to someone else's room! When I brought it to their attention that I was having duplicate and triplicate charges on my card the new General Manger Jessica and the day person Jerika got very nasty with me and did not want to admit my payments were being applied to another room.
The evening woman Misty was so helpful. She gave me all my receipts so I could go through all the charges to my card and figure out why they were not going towards the room we were staying in. She was a great help in getting this info to Sharon the desk manager. However the GM Jessica did nothing to address it and instead said she would allow us to extend our stay any longer and told Jerika if I tried to renew it 'tell them we're completely booked' which wasn't true because while I was standing at the desk they took a walk in for a room with no reservation.
The entire time we were there Jessica and Jerika would continuously come to our room door and harass my teenage daughter and even scaring her. It got so bad my daughter wouldn't even leave the room if I wasn't with her. I brought this up with the desk but they just retaliated against us and gave us 30min to leave.
After speaking to some of the hotel guest I also learned that Jerika was giving additional discounts on rooms for her friends or people she really liked. I even saw a few of their receipts to prove it.
Overall the week we were here was a nightmare. Don't waste your money because the new GM is awful and favors certain guest over others and if you're not one of them they find ways to not allow you to renew your stay.