IHG Rewards Club Customer Service Issues

I was recently charged $[redacted] for smoking/damaged damages at a Holiday Inn resort where I've been a loyal IHG guest for over a decade. This unexpected charge is upsetting as it goes against my history of following hotel policies. I am seeking guidance on how to dispute this charge and requesting evidence to support this claim. If not provided, I am prepared to escalate my concerns to the Better Business Bureau. It's important to clarify that I do not smoke and had witnesses during my business trip who can confirm this. I am requesting a conversation with a manager to address this issue promptly. Additionally, my legal counsel advises that proof of the alleged damage, particularly related to smoking, should be provided such as industry-standard strips as evidence. You can reach me at [redacted].

I am writing to follow up on the request made by Gemma from IHG regarding my husband and I using our IHG free nights at your hotel from November 3 to November 4. Initially, I was able to successfully book one night using my free night voucher, but encountered issues when trying to book a second night using my husband's voucher. Upon speaking with multiple IHG representatives, I was informed that the hotel needs to provide permission to IHG for my husband's free night booking on November 3-4. I find it perplexing that the availability changed so suddenly, given that both nights were initially confirmed as available for free night bookings. We were truly looking forward to our stay at your hotel for both nights and prefer not to have to switch accommodations. Any assistance you can provide in resolving this matter and securing my husband's reservation using his free night would be greatly appreciated. Thank you for your attention to this request.

I have encountered difficulty in communicating with your customer service agents who do not speak English fluently, leading to misunderstandings and frustrations. As loyal Gold Club members #[redacted]46, we are concerned that this language barrier may prompt us to reconsider our membership. During a recent incident, I made reservations for Clinton, Tennessee for September 24th and 25th. However, upon arrival, the hotel claimed no knowledge of my booking. It turned out that the reservation was mistakenly made for Clinton, Mississippi. Despite contacting your company to rectify the error, the language barrier persisted, resulting in wasted time and added expenses. This unfortunate experience not only cost us points but also $69.00 plus tax, an amount unfamiliar to me as a non-resident of Mississippi. It is unclear whether this issue was reported to your team or any steps were taken to address it. Moving forward, the effectiveness of your support team will significantly impact our future interactions. Regards, Lila R.

Member number [redacted] I recently received a notification stating that my points earned in February [redacted] would expire in February [redacted]. I had a booking for Holiday Inn Express from November 20th to 22nd, [redacted] ([redacted]2), which I had to cancel ([redacted]7) due to a family illness that has now been resolved. Although I understand being charged for the cancellation as per the booking terms, my concern is that I will lose the points associated with the cancelled stay and my existing points may also be forfeited. I spoke with a courteous telephone agent today but would like a review of this situation. Thank you, J. C.

Member Number: [redacted] I received a notification stating my points earned in February [redacted] would expire in February [redacted]. I had made a booking at Holiday Inn Express for November 20-22, [redacted] ([redacted]2), which I later canceled ([redacted]7) due to a family illness that has since been resolved. I understand the charge for the canceled stay as per our agreement when booking. However, my concern lies in not receiving the points for the canceled stay and the possible expiration of my pre-existing points. I appreciate the assistance of the telephone agent I spoke with earlier but kindly request a review of this matter. Thank you, John C.

I have been at the Holiday Inn Express in Floresville, TX for over two weeks now, and I am experiencing extremely low water pressure in my room. The water comes out in a thin line from the faucet, making it difficult to use. I mentioned this to the front desk, and they informed me that the issue is throughout the hotel and the maintenance team is in San Antonio. I am considering changing rooms and would also appreciate it if the mattress could be replaced. Thank you.

I stayed at the Holiday Inn Express in Mesquite, Nevada last Monday night. It was a challenging experience trying to make a reservation, requiring 13 phone calls over two days. Upon arrival, the interaction with the manager was not pleasant. He checked me into room [redacted]. The room lacked the usual safety features and cleanliness standards found in other Holiday Inn properties - missing remote cover, no new trash bags, mold in the shower, and worn-out towels. The overall stay was not welcoming, especially given the current concerns with covid. This was by far the worst Holiday Inn stay, and I won't be returning. I have friends and family in Mesquite, but I'll have to look for a different place to stay in the future. My IHG number is [redacted]82 - Tod M. Klein.

I am experiencing recurring challenges with the individual at the reception desk who seems to set his own guidelines concerning our service dogs, check-in times, and the security deposit amount. Each check-in presents numerous issues. Unfortunately, both the manager and the gentleman have demonstrated a lack of knowledge in adhering to ADA regulations for service animals. They have committed multiple violations and displayed unprofessional and discourteous behavior. Their treatment of customers lacks hospitality and falls short of acceptable standards.

I had a distressing encounter with security guards at the hotel where they invaded my personal space and verbally abused me upon entry. Despite my complaint, their behavior escalated when one of them followed me and demanded unnecessary information. This situation worsened when their superior got involved, threatening me with blackmail using alleged video footage. I noticed a bias in their actions as they allowed questionable individuals to enter freely but subjected me, a single male guest, to humiliation. Moreover, the receptionist's involvement resulted in another inconvenience when the arranged taxi purposely took a longer route, causing me to be late for an appointment and overcharged for the service. This experience left me feeling targeted and mistreated during my stay.

I recently stayed at your Holiday Inn Express in Kinston, NC, and booked room [redacted], a handicapped accessible room with a walk-in shower. However, upon arrival, I found the room had a bathtub instead. This posed a challenge for me after my recent surgery as I needed a walk-in shower. The discrepancy between the advertised roll-in shower and the actual bathtub caused me inconvenience and the inability to shower during my three-night stay. I believe compensation for this false advertising and the inconvenience caused should be a refund of the amount paid for the misrepresented room.

On February 27, I made a reservation through the IHG app for Holiday Inn Express Marietta - Atlanta Northwest for the night of February 28 with Confirmation #[redacted]5. Unfortunately, upon arrival, I was told my reservation was for February 27 and there were no rooms available for the 28th, resulting in a no-show charge. Despite explaining the mistake, the clerk couldn't refund the stay or offer alternative accommodations. I then booked another IHG reservation at Holiday Inn Express & Suites Acworth - Kennesaw Northwest with Reservation #[redacted]6, but upon arrival, that hotel was fully booked and couldn't honor my reservation. After a long journey, the closest available room was an hour away in Ringgold, Georgia, at Holiday Inn Express Ringgold (Chattanooga Area) under Confirmation #[redacted]8. This led to significant stress for my wife and me, arriving past midnight after hours on the road. Understanding that reservation issues can occur, I'm seeking a full refund for the initial reservation and IHG points for a future stay to compensate for the inconvenience. Despite spending over two hours on the phone without a clear resolution from IHG/Holiday Inn, I hope for a fair and satisfactory resolution. As a motel owner, I prioritize guest satisfaction and hope for a positive outcome from this experience.

Subject: Cancellation Request for Hotel Booking on July 15th to 17th Dear IHG Agent, My wife Anne and I have a reservation at your "Me & Mrs Smith – The Groucho Club" in London from July 15th to 17th. Unfortunately, we need to cancel our upcoming stay due to unforeseen family circumstances. Since the hotel doesn’t allow direct cancellations, could you assist in canceling our booking and refund the loyalty points used for this reservation? Alternatively, we would appreciate it if you could reschedule our stay for a later date in [redacted]. As Diamond Elite members, we trust you will be able to provide us with the best possible solution regarding this matter. We appreciate your assistance. Thank you for your support. Best regards, François SUQUET Group Vice-President - Human Resources Asia Pacific STMicroelectronics – Asia Pacific HR Kowloon, 16/F, Tower 1, The Gateway 25 Canton Road, Tsim Sha Tsui, Hong Kong Mobiles: HK: +[redacted] [redacted] French: +33 6 [redacted]5

I am a member of the Crowne Plaza Hotel in Leeds, UK. I find the staff pleasant to work with, but I experienced disappointment today due to a broken promise from Christopher Jenkins, the operations manager, who failed to call me as agreed. I need to address a serious breach where individuals posing as IHG employees entered the spa area unauthorized and took pictures and videos of guests, including children. This act is concerning as there's no permission for such activities, and I suspect they were not properly vetted. I request that you identify and contact these individuals, ensure that all media related to this incident is deleted from social platforms, and instruct staff accurately on GDPR regulations. I seek your assurance for the protection of members' privacy, a response to my inquiry, and a formal apology from Christopher Jenkins. Additionally, I urge you to enhance signage to prevent future occurrences in the premises.

I recently received an email about my expiring points and quickly took action by changing my password. I discussed hotel options with my wife due to my work location. To my surprise, upon wanting to book today, I discovered that all my points had been removed, although 50,[redacted] were reinstated by your colleagues. Considering my circumstances in [redacted] with my wife's illness and subsequent inability to travel, I had only just returned to traveling for work and was planning to utilize points with Holiday Inn. The current situation seems harsh given the short timeframe since the points expired. I kindly request IHG to reconsider and reinstate all my points.

Hello, I hope everything is going well. I am reaching out to share my concerns about the Intercontinental Health Club in Abu Dhabi. I intended to communicate this via email, but I discovered there isn't an available email address to contact you directly. First off, I have been a member of the health club for almost 20 years and have observed the lack of renovations during this time. The facility urgently needs updates and modernization, especially since members pay a significant membership fee. Moreover, I have health-related worries about the gym's cleanliness. The use of diffusers to conceal odors is troubling due to the potential health risks associated with inhaling these chemicals while exercising. It is essential to focus on enhancing the ventilation system to maintain a safe and clean environment for all members, rather than relying on temporary fixes. I kindly urge you to address these concerns and take necessary steps to enhance the health club. Thank you for your attention, and I anticipate your response.

As a devoted IHG Platinum member, I recently encountered a troubling situation with my booking at the Holiday Inn Express Cathedral City. I had reservations for 4 nights using points from March 11-15 (Confirmation #[redacted]7) and an additional cash reservation for March 15 (Confirmation #[redacted]3). I received an email on March 6th notifying me that the property was no longer under IHG management, but assured me my reservation would be honored. Upon calling, I was dismayed to learn that my room for March 11-15 was unavailable. The hotel stated no IHG rooms were open for points, and I would have to pay over $[redacted] per night for accommodation. After resolving the issue and booking with Hilton at a lower cost, I received a refund of my points and an additional goodwill gesture of 40K points. However, I still feel the compensation does not fully address the stress and inconvenience I faced. I kindly request further compensation to help remedy this frustrating experience. Thank you for your assistance, Dan.

I have been receiving multiple emails about the [redacted] K Bonus promotion from IHG, but every time I try to apply, I receive an error message stating that I missed some required information, even though I have double-checked and all details are filled in correctly. Specifically, on my Club # [redacted]92 and the Income section ($[redacted],[redacted]), there is an exclamation mark. I do not recall having an IHG credit card and I am unsure about that. Despite these errors, I keep getting the same email offers repeatedly. I want to stop receiving these emails, and I am having trouble with my submission going through. My contact number is [redacted].

I am a Diamond Elite member with [redacted] nights stayed so far. I still have many more nights to add this year. I have over [redacted],[redacted] points, but when I search for hotels on the app, it shows no rewards night rooms available. As a Diamond Elite member, I understood there were never any blackout dates. Can you please address this issue as I need to use my points for a room today? Thank you, Dustin Oakley.

Hello, I have selected my 40-nights reward, which includes 10,[redacted] points and an annual lounge pass. The deadline to choose the 40-nights reward is on 11/28/[redacted]. I assumed the option to select the lounge pass would be extended until [redacted]. However, I recently discovered that I already possess a lounge pass valid until 12/31/[redacted]. The new lounge pass I selected also indicates it is valid until 12/31/[redacted]. Could you please verify if this is an error? Shouldn't the new pass be valid until [redacted]? It seems odd to offer customers an option they already have. I would appreciate it if you could clarify this matter and explore any possible solutions. Thank you for your assistance. Best regards, Justin C.