IHG - InterContinental Hotels Group Reviews 119

Genuinely the worst customer service team I’ve dealt with in a long time. I would have expected better from IHG.

Booked Iberostar via the IHG One Rewards app because points were clearly shown at booking. After my stay, no points, no promo bonus, and no qualifying nights were credited. I also booked a room for my parents a few months ago through my account and received only a minimal number of points for that booking, which is far from what it was displayed.

I contacted both IHG Hotels & Resorts and Iberostar—no resolution and no response. Very disappointing!
I will now only use IGH when necessary and will not consider it for holiday bookings, particularly Iberostar hotels, due to being ignored.

Rewards points are a fn joke. Never any availability for rewards nights. How convenient for them. Ain't staying at another ihg hotel. Ever

I use IHG for a reason! Every time I have stayed anywhere for example staybridge suites, holiday inn express inn and suites and so on, the staff are always extremely accommodating and I feel like I actually matter to them! 10/10

Service clientèle déplorable il ne faut pas avoir de problème depuis novembre 2025 personne ne prend en charge ma réclamation c est honteux !

Dreadful chat bot service, compile useless. No way to get to a human, or an email for contact, the ‘transfer to phone chat’ failed on the first message. When you have an issue, there’s no one to find!

​Subject: Formal Complaint: Unfair Dismissal, Coercion, and Systemic Violations - Mohammed Dawood

​To: IHG Global Ethics & Compliance / Regional Office

​I, Mohammed Dawood, am submitting this formal complaint to report a series of severe professional, legal, and systemic violations I have experienced at Holiday Inn Kuwait Al Thuraya City under the management of the Acting HR Director, Mr. Saqr, and the Security Manager, Mr. Tariq.

​1. Unfair Dismissal for Refusing Unpaid Overtime:

The conflict began when Mr. Tariq (Security Manager) demanded on our official WhatsApp group that all staff attend mandatory meetings daily after their shifts ended without compensation. When I respectfully pointed out that this is not in line with labor laws regarding unpaid overtime, I was immediately told: "You are terminated; we don't want you with us." I have screenshots of this conversation proving that my termination was a direct retaliation for questioning an illegal work practice.

​2. Coercion and Intimidation:

In the HR office, I was pressured by Mr. Saqr (Acting HR Director) to sign termination papers. When I refused, I was explicitly threatened with an "Absconding Case" (Taghayyub) in Kuwait. To avoid the legal consequences of such a threat to my residency, I signed the papers under extreme duress.

​3. Falsified Disciplinary Record:

During a previous inquiry with Mr. Mohammed Azazel, a warning dated September 9th (9/9) was mentioned. I hereby state that I never received, saw, or signed such a warning. This warning was unfairly issued as a "penalty" for a legitimate medical leave I took on September 5th (5/9), which was officially documented through the Government App "SAHEL". Using a legal medical leave as a justification for a hidden warning is a direct violation of Kuwaiti Labor Law and IHG’s Code of Ethics.

​4. Intentional Obstruction and Material Damages:

Despite terminating my services "without cause," Mr. Saqr has repeatedly and maliciously rejected my requests for a "Temporary Work Permit" for a new job. This obstruction directly caused me to lose a new job opportunity that I had already started for two days. Due to the hotel's refusal to grant the permit, I was forced to leave the new position, causing me severe financial loss and professional damage.

​5. Violation of IHG Global Performance Policy:

For four consecutive years of service at the hotel, I have never received a formal annual performance appraisal (Appraisal). This is a direct violation of IHG’s global policy regarding employee development and performance management. This systemic neglect has resulted in freezing my salary and preventing any professional growth or fair salary increments for 4 years.

​Conclusion:

I possess all the evidence (WhatsApp screenshots, "Sahel" medical reports, and records of HR rejections) to support these claims. I request an urgent and fair investigation into these practices. I ask the IHG Global Office to intervene to rectify my status and hold those responsible for these violations accountable.

​Sincerely,

Mohammed Dawood

Phone: +965 65922711

I have been a loyal IHG account holder since around 2010. Had been a platinum elite member at one point. and had about 200K points with IHG. Then i had to go to India for about 2 years to help look after my parents and ended up not staying at hotels. WITH NO INTIMATION - BY EITHER TEXT OR EMAIL, IHG points allegedly EXPIRED. I called 12 days after the expiration date to book a room as i was coming back to the states and IHG customer service was RUDE AS S***. I think call centers are outsourced so one cannot understand what the agent is saying clearly other than her saying "NO. cannot do anything". If this is how they treat loyal customers, no wonder none of their properties are ever up to the mark. VERY DISAPPOINTED. No reason or common sense whatsoever. Additionally about 3 or so years ago, even then i had about 200K points - suddenly one day i found my balance was "ZERO". turns out my points were STOLEN!! how does that happen!! were they hacked?? and today i got an email in an oriental language!! Inconvenience after another. HIGHLY HIGHLY RECOMMEND STAYING AWAY FROM THIS FRANCHISE. BACK IN THE DAY, AT ONE POINT THEY HAD BEEN MORE HONORABLE. I think i will stick to Marriott OR Hilton now onwards. LOYALTY WITH IHG NOT REWARDED, WHATSOEVER.

I booked and paid, in FULL to stop at Luton London Airport. A few days before I was taken into hospital and cancelled the booking (knowing I was going to lose the money I had paid). What I didn't know was they CANCELLED the points that I had accrued. No wonder the trustpilot for them is so poor. Talk about out for everything they can get!

Wasn't impressed two single beds pushed together, my partner and I were very uncomfortable, the duvet was not big enough and if we got close we fell down the gap. One of the single beds had a lump in the middle of it.

Been a regular customer for years and have achieved their highest status but still cant get good service

SHOCKING - booked hotel inc breakfast and parking only to be told later that parking and Breakfast cost extra .
such a shame that IHG cant get simple things right - booked on phone as online doesnt show availabe dates at hotel and wanted to use points .. would be easy for these guys improve things ..

I had booked an overnight stay at one of the IHG hotels (in England), as a treat for my birthday.
I was sure my booking was to give one day notice for cancellation. Two days before my trip, I came down with a really bad cold. I asked for my refund of £78 but I was told, via WhatsApp chat, that I wasn't entitled to one. So I asked if I could just amend the date and book a different date once I feel better. Again they said no!

I was a regular customer of this company, but they have now lost another customer and I will advise my friends and family to stay well clear! It could have been extremely easy for them to allow me to just book a different date, but they have now lost a regular customer!! I'm really quite appalled at their service.

And finally, thank you making my birthday even more miserable!!!

Over the past 25 years, I have been IHG's top-tier member, staying well over 100 nights a year. The top brass doesn't care if you stay here or not, as they have caused so many issues that should be caught. Example: canceling a stay a week after the hotel has left IHG. It takes 12-18 months to rebrand a hotel. You shouldn't be able to book a hotel past the closer date. Now I'm stuck paying twice the rate and not getting the room I wanted. This is the 2nd time this has happened with IHG in the past year. I've been moving to Hilton and been much happier, and they truly seem to want my business.

worst experience ever!! never recived true assistance trough email and phone!!!

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!