Complaints

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  IHG property refuses proper compensation for endangering my husbands life by locking him out of the hotel with no staff to let him in for four hours in below freezing temps. With no where to go get help and no one in the hotel to let him in (a clear violation of the duty of reasonable care of being vigilant and protecting guests from foreseeable risks) For this negligence they offered the equivalent of $****** in POINTS. That is how they value a human, $******. They refuse to compensate us fairly.He went outside with this key card leaving his phone on the charger to get some air. The weather was below freezing and it was snowing. He had not planned to be outside for long with reasonable expectations that his key would work for reentry, it did not. He rang the service button to be let safely back into the building at about 1:12am. The phone at the desk rang when he pressed the emergency intercom button, but there was no one in the hotel to answer it. At 5am when the next shift came in after 4 hours in freezing temperatures he was finally let back in.I emailed and called IHG and the Hotel and was told that due to staffing shortages that the hotel was not staffed from 1am-5am at the direction of the scheduling done by the manager *************************. IHG was made aware of this in my email.We have been emailing for a month with ********************* Corporate Liason, speaking for ******************* Head of IHG as well as several board members and *************************, the manager, for almost a month. ****** tried to force a phone call, we insisted on email due to the trauma they caused and auditory processing issues. Despite our clear and fair boundary of no phone calls, they continued to try to pressure us into it. Rather than solve the issue to mutual satisfaction IHG and ************************* chose re victimize my husband and refuse to speak about it further. ************************* believes that ****** is what almost freezing a man to death is worth, and IHG agrees.Disgraceful and inhuman.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a customer at one of the *** locations from 10/3 to 10/10. The following occurred and I am requesting a refund.Where do I begin??? I got kicked out by the assistant general manager at the last minute for reporting a HUGE ***** and other issues/room condition to corporate without any consideration of me having to stressfully scramble around to find somewhere else to stay at the last minute. This person, Maho ******** (asian woman) is vindictive. retaliated, immature, unprofessional, extremely racist, and cold as ice. When I asked her if she was kicking a paying customer out for reporting the ***** and other concerning issues she said "yes". I expressed to her it would be hard for me to find another place at the very last second. She stated "no it wont I am in the hotel business and you will find something". When I told her I was shocked at her reaction of unprofessionalism ie no alternatives, no apologies, no compensation she said "yup". She lied and stated I wanted to stay in this room, and she don't know why if it is unsafe/dangerous/a health hazard. I never told this person that I wanted to stay in this room. She never offered an apology, sympathy, alternatives, professionalism, solutions. She appeared to think she had all the power to do whatever she want to do to paying customers no matter if it is immoral, RACIST, and unethical. She told me she had the authority to kick me out for reporting issues to corporate because "I don't feel comfortable with you staying here". She was extremely upset about 1 THING ONLY, that I reported these issues to corporate. I had to take pictures of the condition of the room so I won't get blamed as they didn't inform me that they did take note of the condition of the room before I stayed there. Before talking to corporate, and noticing some of the other damaged fixtures and stained bed sheets and before seeing a HUGE ***** I informed Maho ******** that I may be interested in a stay for 1 or 2 more weeks, I wasn't sure.

  Business response

  02/28/2022

  IHG ************* reached out to *******************************, via
  email, on February 28, 2022. Our Agents were able to review the situation and
  provide a resolution. We believe the matter to be resolved.

  Customer response

  03/04/2022

   
  Complaint: 16778372
  
  I am rejecting this response because: No one ever answered my questions. Who is over the onsite manager  so I can contact them and get my refund. What is the ***** points equal to in days ie 1 day, 2 days, etc?  They didn't give me the ***** points that they said they would.
  
  Sincerely,
  
  *******************************

  Business response

  03/17/2022

  ********************************** did not return my call yesterday. She sent me this emaiI: I received your voice message requesting a call back. I wanted to make sure we connect via email so I can see what resolution, if any you are proposing. I just received your email this evening after making several calls to guest relations, as I didnt have it before.I dont know what you were told by the assistant general manager but I don't want to waist your time or mine if you've made your mind up already based on feedback from the assistant general manager and agree with her decision/resolution.You can contact me if you want/are interested in hearing from me regarding what incidents occurred during my stay and how you can apply a fair resolution.
  

  This guest checked in on Oct 3rd for 7 nights via an expedia reservation. Because we are extended stay the full clean was scheduled for Monday Oct 11. She had a new reservation under ********************* via booking.com for another 7 nights. We were informed of this when she called Sat night (Oct 9) when she wanted to negotiate a lower rate. She was told that we could not negotiate with a 3rd party reservation but would be happy to discuss options when she had a better idea of how long she needed to stay. She snuck a dog in her room so refused light touch service for the week. Her claims,with the exception of the alleged bug, are all things that occurred due to the 7 days without housekeeping service. We never said we were going to charge her for any wear and tear in the room. She has now posted untrue and nasty reviews including calling our AGM a racist. We did a thorough search of the room and there is no bug activity but we do have our professional exterminators coming on Friday. The exterminators cleared the room with no evidence of any activity.
  It seems that this guest is trying to receive money from us. We allowed the booking.com reservation cancelled without penalty. We did nothing wrong. Each day she stated she was enjoying her stay.  On her last day she asked us to alter the price on her third party reservation and we informed her we could not.  She never met Maho in person all the interactions were over the phone until she left. This was after her first filing with IHG stating that Maho was rascist.  Maho was simply following normal hotel policy.  Maho did not know what ***************** looked like neither did ***************** know what Maho looked like.  . 
  *************************

  Customer response

  03/17/2022

   
  Complaint: 16778372
  
  I am rejecting this response because: First off,  I never was sneaking a dog into the hotel. She is desperate to defame my character, but guess what,  it is not working... FACTS!!! When I was charged a pet fee I didn't dispute it and if someone would have asked I would have gladly informed them that I had a dog. My dog had severe anxiety and I had to make sure he was ok and ensure provisions. That was an ignorant statement made by the manager, but unfortunately that is not a surprise... Secondly she repeats the same old tired statements, she deflects, blames others,  never take responsibility for the cruel and unprofessional actions exhibited by both her  ("the manager") and the assistant manager, and she falsified statements in her desperate attempts to portray me in a negative light in her response to the BBB complaint.  I will stand by what I said. The assistant manager is racist, she kicked me out, etc, and I have a witness.   I did meet the assistant manager on several occasions, in fact my daughter was with me on all of those occasions. FACTS.... Where was the manager when I met with her??? No where to be found. Lastly I am a very educated individual and a vet.  I am in no way desperate for cash. I am big on principle and with that being said I don't want to deal with this woman ie manager. It is useless and unproductive. She is a disgrace to the hotel establishment and I have asked several times to speak to the person that presides over this woman but it appears they are afraid to provide the information to me.

  I need to speak to the person that is over the manager. I don't ever want to deal with this character again. 

   
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had two free night certificates in my IHG account that I was told would be extended through 12/31/22 due to the pandemic. I am now being told that they expired on 12/31/21 and 1/24/22 and will not be reinstated. If this would have been told to me on my previous contact I would have already utilized these; however, since I was previously told they would be extended I did not feel any urgency to do so. I would like to have these certificates reinstated so that I can use them.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩