Jess L.

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…?