Review Time
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.
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
The rewards program has been frustrating, and the service I received was the worst I've encountered. After being a loyal member for several years, I was excited to use a suite upgrade for my wife's birthday in December. I booked early to secure the best rate, but when I called to use the voucher, I was informed that my booking for 9 nights exceeded the 5-night limit of the voucher. I requested to use it for just 5 nights, but was told I would need to split my booking and rebook at a significantly higher rate. This feels like a scam and has been a complete waste of time.
The service associated with IGH one rewards has been extremely disappointing. After years of loyalty, I was excited to use a suite upgrade for my wife's birthday. I booked early to secure a good rate, but when I tried to use the voucher, I was told it couldn't be applied due to my booking being for 9 nights instead of the 5 allowed. Despite my willingness to adjust to 5 nights, I was informed I would need to split my booking at a significantly higher rate. This feels like a scam and has been a complete waste of time.
With my points set to expire in January 2025, I tried to donate to a charity for children. Unfortunately, the website wouldn’t allow it, and the support team was unhelpful, providing numbers to call that didn’t work. I also sent an email but received no response. After years of being a loyal member and spending a lot of money, this experience has been incredibly disappointing.
I accidentally left my headphones on the bed at a hotel. I couldn't reach anyone by phone and have received no response to my emails over the past week. This has been the worst customer service experience I've encountered; it's impossible to get in touch with anyone.
I booked a promotional package for Las Vegas and paid upfront. After booking a flight and show tickets, I called to confirm details only to find they had no record of my package beyond my initial payment. They had no availability for my dates and refused to let me attend a presentation even if I booked a separate room. Now, I'm out $250 and need to find my own accommodation.
I faced issues with my account, and despite providing all necessary documents, no one has assisted me in recovering it. I lost nearly 300,000 points, and the support team has been unresponsive. I've spoken with several representatives, but none have been able to help.
I had a terrible trip to Germany, and despite the circumstances, IHG charged me a late fee. They even placed me in a hotel that didn't meet my expectations. I sought assistance but received only a rude email in return. The digital concierge was unhelpful, and it seems the company is focusing on the wrong kind of technology. I won't be using IHG again, as loyalty feels one-sided.
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