Do you agree with IHG - InterContinental Hotels Group's TrustScore? Voice your opinion today and hear what 104 customers have already said.
IHG - InterContinental Hotels Group is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.3 out of 5 stars. Last reviewed March 7, 2026.
Awful experience with customer service where they repeatedly called me by the wrong name despite repeatedly informing them of their mistake. Flat out refusing to use them again despite okay stays with the Indigo chain in multiple locations.
We stayed in VICTORIA, TX. Extra charges began to show up on my bank account after we left. We are mature, educated adults--we travel almost constantly and did not break or steal anything. I have been calling for a month trying to see what the charges were for, but they flat out refuse to give an explanation. We're done with IHG and now book with their competitor.
During my stay in January at the IHG Crowne Plaza Newcastle – Stephenson Quarter, I occupied a Junior Suite. The lighting above the bathroom mirror was faulty upon my arrival, and the room telephone was also not working, which meant I had to go to reception in person for every complaint or request. I immediately informed reception about the lighting issue, but it took two days for it to be resolved. On the second day, housekeeping failed to empty a full bin in the bathroom; I reported this and requested it be addressed.At the end of my stay, I discovered that nearly £80 had been overcharged to my credit card—something I only noticed after receiving my statement. Attempting to contact the hotel has proven nearly impossible, as communication is limited to email. While their responses are always polite and assure me a solution will be found, they are painfully slow. Meanwhile, IHG has now stopped replying to my emails regarding the refund of the overcharged amount.To make matters worse, there is no invoice for this stay in my IHG account. They eventually provided me with a copy of a receipt, which is completely unacceptable. Additionally, the points from this stay have disappeared from my IHG account.Given the lack of resolution, I have now referred the matter of the unauthorised overcharge to the legal department of my universuíty.This is simply unacceptable.
This is re the company IHG (not an individual hotel). They have terrible customer service and I experience them as dishonest and shifty - I am a "Platinum Elite" member, also have their credit card, not that that should make a difference but - it surely doesn't. They bait and switch rates, showing one and then charging another when you reach (online) check out. They make their policies confusing (ie, 4th reward night free, but that's by upping all the other night rates). Their customer service tonight gave entirely wrong information requiring a purchase of additional points at a very poor valuation, and then it turned out the information was wrong and the purchase unnecessary (and non-refundable even though they misdirected). They do not honor the information given. They pass you round and round (tonight for motr than 2 hours, when will I learn?) saying the NEXT person and department I speak to will be the one who can make things right. No one ever made things right. Like many hotel chains (but not all!) they use overseas customer servicer people who really have no knowledge or ability/means to make a correction or a mistake right - they are just reading scripts and doing mouse clicks. I really like some of the individual Holiday Inns for travel accommodations, but I hate having anything to do with IHG. They are crooks and disrespectful of their customers in my opinion. I do not intend to keep my IHG credit card.See less
They are a bunch of thieves! After years of collecting thousands of points and stating points don't expire they stole all my points after 1 year of no bookings! They rely only on an email to inform you that points are expiring whilst sending hundred of junk emails to book with them so you don't notice the important email!
Dear IHG Customer Relations,I am writing to formally express my dissatisfaction with a recent stay booked through IHG. Holiday Inn expressNew Rochelle, New York.I made my reservation based on an online quote provided through your platform. However, upon arrival at the hotel, I was informed that the rate had been changed and increased. No clear or satisfactory explanation was provided for this discrepancy.I raised this concern with hotel staff at the time and subsequently attempted to follow up through customer service channels. Unfortunately, there has been no resolution, no callbacks, and no meaningful response to address this issue. The lack of follow-up and accountability is extremely disappointing.IHG’s advertised pricing should be honored, and when errors occur, customers should receive timely and effective support. This experience has negatively impacted my confidence in the IHG brand.I am requesting a review of this matter and an appropriate resolution. I look forward to your response.Sincerely,Enzo Cutulle
Constantly going on about how good they are where my experience is the complete opposite
Not even deserving one star. I have been a member since 2018, but I have only used my membership once.On a weekday, I booked a hotel room at the EVEN Hotel in Miami. IHG canceled my reservation without notice, claiming it was due to weather issues—which is a lie because the storm did not affect Florida.When I arrived at the hotel, they told me my reservation had been canceled, and I had no idea. When I called IHG, they said they would redirect the call to customer service, but the representative hung up on me. Meanwhile, my family was waiting in the car.I spent almost two hours trying to book another room. All hotel rooms were sold out until I finally found one at the Hilton, where I had to pay $820 for a regular room (One night). Because of the traffic, I didn’t arrive until 11:00 PM, even though I left my house at 5:00 PM, and I live only two hours away from Miami.IHG is not serious at all.
Dear IHG Team,Thank you for reaching out and inviting feedback on our recent stay at InterContinental Pattaya.We stayed for 13 nights in a Classic Room with garden view, with a partial glimpse of the ocean on the horizon. From the moment we arrived, the overall experience was very positive.The hotel is beautifully integrated into its surroundings. The vegetation and landscaping create a genuine tropical paradise atmosphere, and despite being within walking distance of both Pattaya and Jomtien, returning to the hotel always felt like stepping into a completely different, calm world. This balance between proximity to the city and total tranquility was exactly what we were looking for.The location is somewhat secluded, and there is no local street life or small shops immediately nearby, which some guests might see as a downside. For us, it was actually part of the appeal. We came to Pattaya to experience more than nightlife and drinking, and the hotel provided the peace and space to enjoy the surroundings in a more reflective and relaxed way.During the first couple of days, there was some wind, and on one occasion a few guests were noisy. However, the hotel handled the situation immediately and followed up with an apology the next day, which we appreciated and felt was handled professionally.We did not arrive with specific expectations of the InterContinental or IHG brand, but the stay left us with a very strong impression. There is nothing about the hotel or the service that we would criticize.We would gladly recommend InterContinental Pattaya to guests who are looking for calm, nature, and a refined experience close to Pattaya, without being immersed in the party scene.Thank you for a truly pleasant stay.Kind regards,Peter Grønqvist
Ihg customer service is terrible. I had a terrible nightmare of a stay at a Holiday inn express so bad I knew these crooks would try to screw me out of a security deposit which they did. I took very good video evidence to show the state of the room when I left which was very clean minimal cleaning needed. Customer service didnt do anything they said i stained a sheet so they kept 150 of mine. I live in hotels for a living 350 plus nights a year and I will never fall into their trap again
Tried to transfer booking from Holiday Inn London Gatwick, Worth to Holiday Inn London Gatwick Povey Cross Road but was told this wasn’t possible as each Hotel is a franchise and not linked. Not impressed. Also third party Avvio did not answer phone. I had not taken out Cancellation cover but I wasn’t cancelling, just amending booking.
Terrible customer service. I am trying to switch my Holiday Inn location, something that's not doable on the app. Can I get through to anyone to speak to, who can actually help... no! Despite their speech about appreciating my club membership, their customer service is zero I'm afraid.
Awful,My self being a loyal avid IHG account holder and using IHG hotels for a long period now had achieved Platinum Elite status and I only had 1 stay remaining to become a Diamond Elite Member But the new year the 69 stays I had already completed were taken away from me and I now have a further 70 stays to achieve Diamond Elite status I tried for days on end to make contact via email and WhatsApp with no joy so I resorted to the X platform where I spoke to representative I was pretty much told tough s*** because the the system they have in place cannot change any decisions made and that's that No compromise no talking to them Awful company who behave like robots and treat there customers terrible Mr Kevin Smith
I had been a diamond elite member for several years and they didn't look at my record and downgraded me for falling short of couple of nights. They didn't give me any options to fill in these missing nights/points with any purchase program. IHG customer service believes the are somewhat premium than Marriott Bonvoy - but after careful comparison of hotels and options on premium properties- Marriott has way better options and Marriott Bonvoy feels that it offers better rewards.
I am writing this review to express my disappointment with an interaction I had when calling IHG customer service to inquire about parking fees only for a Holiday Inn by IHG property in Miami, Florida.I called 888-465-4329 and spoke with an agent named Thomas. From the start, his tone was dry, unfriendly, and scripted. Despite me clearly stating that I only needed information regarding parking fees, he repeatedly attempted to run through room details and booking information I had already researched. It felt as though he was more focused on reading from a script than actually listening to my question.After I provided my intended dates, he stated the hotel was fully booked and then claimed that the property does not allow one-night stays. He then redirected me to another hotel, the Atwell, and quoted a price of $509.00. This immediately raised a red flag, as I had personally reviewed pricing for that same hotel less than 30 minutes earlier, and the starting rate was $322.00. This discrepancy felt dishonest and misleading.When I declined the $509 quote, he responded, “Oh, is that out of your budget?”—a remark that came across as dismissive and unprofessional, especially considering I was asking about a short stay of only a few hours.I then redirected the conversation back to my original reason for calling: parking fees. He stated the parking cost would be $45, confirming it was valet and that this was the standard rate. At that point, I ended the call.
1: Resort did not have ammenities obviuosly stated in the website. This was totally a bait and switch and false advertising.2. The Hotel was operationg under "soft opening" status3. Regarding food: Buffet was cancelled and menu was limitted, food was not fresh and seafood was frozen except for 1 item available for breakfast, lunch and dinner.4. Drinks: Only 1 bar attender was very good at it (hopefully left the resort, wasted there), all others staff were new and had no idea how to prepare a drink, mixed up beverage, etc5. Resort advertise bicycles but after we got there we got told that they had a bicycles shortage6. Staff was extremely nice but totally untrained. We sent back for food because it was cold just to be served the same food again. Food was sitting for some times before staff notice and broght it to the table7. Resort has this weird thing: couples would show up on seaplane for 1 night with cameras and enterage (influencers? for good review? paid good reviews? legal?) , just to leave early the next morning?? Very stange to fly to the Maldives for only one night8. After spending over $40,0000 for 4 rooms and over $2,000 I feel that the resort did not comply with the standards of the reservationI am available to speak at 845-270-0166
Stayed at the IHG haydock hotel. No one at reception when we arrived, had to find someone to get checked in. Got to room and unpacked, put TV on no channels set up had to call reception to get someone to attend room to sort out. Room was cold and we could hear the traffic, next day I noticed the window was broken and wouldn’t stay closed allowing the freezing cold air in and noise. Reported this but couldn’t be sorted out until maintenance staff come in the next morning. Bathroom was mouldy and tired. At 2.30 am in the night people started slamming doors, woke us all up and couldn’t get back to sleep. I won’t being using IHG hotels again.
Six stays short of platinum status. Now all of a sudden need 40 stays again!!!Hilton don't start you from scratch again. 30 plus stays lost!!Planning a fly drive to the states this year, do you think I will be booking IHG hotels? Not a chance!!!!Chat bot is useless and trying to get through to a human is harder than finding a rainbow coloured unicorn!!Goodbye IHG!!!!!
Rubbish customer service from IHG with my rewards program. Just tried to use the Chat page, without any support whatsoever.
On the day I arrived, my friends and I were having drinks at the hotel lobby bar. We stayed for about two hours, chatting and laughing normally throughout the time. Just as we were about to finish and leave, this manager suddenly came over and spoke to us in a very rude and contemptuous manner, accusing us of being too loud and even insulting us by saying that we were “toxic” to other guests.I strongly feel that these remarks were made out of discrimination against us as Asians. If he genuinely believed our voices were too loud, he could have politely reminded us earlier during our conversation. Instead, he chose to confront us only when we were about to leave, using an aggressive attitude and directly forcing us out.Moreover, I firmly believe that our volume was completely normal throughout the entire time — no louder than other guests who regularly drink and socialize at the lobby bar.I would also like to raise an additional serious concern.On one morning during our stay, my wife informed me that someone entered our room without knocking or prior notice. After seeing my wife inside the room, the person apologized briefly and left immediately. My wife later informed me of this incident, and I reported it to the front desk.The front desk manager stated that they would follow up and contact me after confirming whether the person was a hotel staff member. However, until the time of our departure, we were never contacted again, and we were never informed who entered our room or why.This lack of follow-up caused us significant concern regarding privacy and guest safety, and it was very disappointing that no clarification or explanation was provided.
According to TrustPlane, IHG - InterContinental Hotels Group has a 1.3/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/btconline-com
