InterContinental Hotels & ResortsReviews 39

BEWARE! I'm not sure where to start! Website gives pretty decent reviews so completely shocked when we arrived! Disgusting and not sure how they have not been shut down. Elevators and hallways smell so heavily of pot you can get high just breathing.
Loud pool parties and elevator parties too! You wait forever for an elevator to be met by one with about 10-15 people in wet swim suits, some were smoking pot and there was what looked like vomit on the floor in one. A couple came off one and told us to take another because the one they just exited had loud, drunk and high people smoking in it.
The homeless stay in the parking garage and all around the hotel with all that accompany them - bags, sleeping things, and excrement everywhere!
The room was gross! Out of date, moldy and heavy smoke smell. Carpets were old and worn with all kinds of stains.
We tried to call front desk to find a cleaner, less loud room but no answer. After a half hour we left keys on bed, and seriously felt we were fleeing a crime scene.

At one time I had a high opinion about IHG rewards. After 20+ years as a member I managed to accumulate 480K points I planed to use in retirement. Unfortunately IHG had other ideas. Without any notice ALL my points were expired and I was left with 0. After contacting IHG rewards customer service (Josh and Supervisor Via) I was told too bad so sad, your point s are gone. I was directed to their legalese document to confirm the expiration. Funny as no where on their website FAQ's is there a mention of points expiration. I verified that all my other loyalty programs do mention point/miles expiration clearly in theirs. IHG Rewards solution was to offer me 15K points as a feel good gesture. Well as you may know that # of points does not even get a free night at their lowest level property. I would offer my experience to those still accumulating points with IHG Rewards to take notice and perhaps switch to another brand. My suggestion would be Hilton, who even if I die my heirs can redeem my EARNED rewards.

If 0 stars was an option I'd choose -100. I am absolutely speechless of the customer service of IHG. We booked a room and upon arrival, and hour after check in, we're called and told they overbooked and had no rooms at the candlebridge suits in Durham, NC. The manager told me he did me a favor by called and that there was no need for me to be upset he was helping me and hung up. I have 3 kids and drove 8 hrs with nowhere to stay. After 3 hrs calling IHG I finally got a room and said I'd be comped the difference. I them received a called at 10pm that I wouldn't be paid the difference b/c they gave me ample notice that THEY overbooked. IHG, a huge corporation, could not help with fhe additional cost, they would put it in their notes. What a joke. Do not recommend becoming a member

Thought I was booking through an Australian agent, but apparently not. After booking they won't provide a proper tax receipt. When asked for a GST receipt the customer service lady (Philipines) hung up on me and then the call centre number *******357) stopped working, sketchy as.

We've been loyal customers for years. Until now. Booked a reservation, drove 6+ hours to get there, get to the hotel and they say "sorry we overbooked and don't have any rooms. Call IHG." Call IHG - They try to put me into a room at a hotel in a completely different location and charge me more money. I don't think so. I get to someone referred to as a "manager" who put me on hold for close to an hour before the call ended. Called back 3 more times before getting another human who didn't even tell me she was putting me on hold; all of a sudden there was silence for more than 10 minutes and the call ended. Call back again... get "Dan"…Come to find out they wanted to charge me a cancellation fee on top of everything?...
He offered me points instead of money and they are trying to get the hotels to cover the difference in the rate instead of them paying. Needless to say, I have no desire to use their points or their brand ever again. Not only did they do NOTHING to make it right, I would have been stranded in a parking lot in an unfamiliar location without any resolution or place to sleep. And IHG could care less. So good luck if you choose to deal with this unprofessional, uncaring, inconsiderate, did I mention unprofessional…?

I rented a room based off images I saw on their online presence, I saw the same image of a pool do I rented the room for the night at Minneapolis airport- when I asked "where is the pool" they said they didn't have one that someone posted that to google and they can't control that, I work in IT and anything can be edited or taken out of an algorithm. I think they are benefiting from that image and I'm guessing I'm not the only complaint, please give me a full refund as your online representation of amenities is misleading.

Too much to write but room 311 were roaches, room 313 had small silver fish bugs crawling on toothbrushes, no reaction from staff, no apology seemed more irritated that they had to switch rooms for us. Sink did not drains, tubs didn't drain, air condition leaks. Hotel needs to re-do all of their bathrooms. They do not work to make their customers happy. 3rd time staying, 1st was awesome and it went down hill from there. 2nd stay, gave a break on air condition leaking, they were in our room for an hour trying to fix it (10pm) rather than move our room. 3rd stay, roaches, bugs, bathrooms did not drain and 1 electric outlet in Bathroom did NOT work. Will not allow me to attach pictures of roaches

This is a hotel where the work ethics seems to come and go with whoever is working there. It's never horrible but sometimes you can tell when a particular member isn't there because little things don't get done.

I had a reservation with treatment for two on 27-28th December as a birthday gift to my wife, with the treatment booked for 27th evening, at 17:30 and 18:00 respectively. Upon arrival we were told that our spa/treatment was actually scheduled on the evening of 28th, 6 hours after the checkout. Unlike the booking confirmation, the spa have never sent us any email with the date of the treatment, so we could not uncover the issue before we checked in the hotel. Booking the treatment on the 28th evening was absolute nonsense since the person who made the booking over the phone knew we were only staying for a night, very poor communication between the spa and reservation team.

We have talked to the spa staff and the receptionist, and both told us that the spa was fully booked and there was nothing they could do. If we wanted to get the treatment, which had already been paid for, we would have to stay in the hotel for hours after the checked out. This was not an option for us as we had plans in London.

Stayed in July 2021 at the West Long Branch, New Jersey location
The room, pool dirty. Rude staff at breakfast. Physical fight next door. Gym was nasty, no towels or sanitizer
Management was worse, rude and condescending. The Holiday Inn Express has gone downhill. I have had emails back in forth for months without any resolution. Keith Barr CEO needs to have customer service and cleaning inspections on these FRANCHISEES

Highly recommend. The staff was exceptional. Kat at the front desk and Cynthia at the bar were our favorites. Even though they were short staffed, like everyone is today, they provided excellent service with a smile. The both cooks called in sick one day and someone from housekeeping came in to cover and did an excellent job.

Tried todo a review of a terrible hotel of theirs and it wouldn't open after 30 minutes watching it spin. The day before I tried to make changes to a reservation and ending up having to call (which wasn't a pleasant experience). Got one changed and then they wouldn't let me change the other one. I just canceled it and got the same room from the same hotel for $40.00 less. My Brother passed away while I was traveling and wasn't able to cancel a reservation 6 days in advance (had to be 7). Three other brands let me with no penalty. Looks like Marriott, Best Western, Hilton will be getting by business instead. Lousy website, poor phone support and they just don't care,

IHG, in July I stayed at an IHG hotel, holiday inn in Sacaucus NJ, they could not provide towels or linen after we had a pullout and needed towels cause we attended a concert and was caught in the rain because they said no one was there to provide them so I got no sleep, I have severe iron problems so I was freezing, I was told my money would be refunded and after talking to 14 different people I was told my proble was not i. Portant enough to speak to the head person, so I was told by the atty generals office to send a certified letter and I did, still no refund and no reply, baaaaaaad business

My son goes to college in Florida and twice he has had problems at Holiday Inn during a hurricane. The first time was 2018 when I booked him a room for a hurricane and after a couple of nights, the day the hurricane was hitting the area, he was told he needed to check out. It wasn't because the room was booked it was just because Holiday inn said so. When I called corporate they said the hotel had plenty of rooms so my son misunderstood. Thank God I was able to get him out of the area.
Then, since I am stupid I made the mistake this year and booked him a room at another Holiday in Orlando. I paid extra so the reservation could be changed as the hurricane path changed. He went to check-in and was told he can not because he is 20 years old. I spoke on the phone to the person at the desk who said I should have asked the reservation line person if it's against the rules for his stay due to his age. I let the person at the desk know that I told the reservation person that he is a kid in school and running from the hurricane. She said good luck but not in this hotel and to top it off she let me know the hotel will charge me for the reservation. As I was booking him another hotel he called and let me know they let him check in because a good samaritan checked in for him but he had to pay cash for the room (luckily I had $500 in the account the room). So someone else's name was on the room but my cash was good enough (of course it had to come from the hotel ATM for a $10 surcharge) for him to stay in the room.
That makes twice I screwed up and the last time I ever use a Holiday Inn.

I have had the opportunity to deal with this hotel for the planning of a 4 day conference and I cannot say enough. Kristen Ip has showed so much professionalism and dedication. She gets back to me right away and has made me feel that she has gone over and above to assist in the planning of this event. My team has had the opportunity to have one of our weekend meetings at this hotel and the welcome, the service, the food, the comfortable beds were outstanding. Thank-you Kristen and the team at Holiday Inn Toronto Yorkdale! I'm looking forward to our conference in the fall!