IHG - InterContinental Hotels Group Reviews 119

Thanks for looking after us. Unfortunately though the room was excellent, it was far too cold , though the heater system appeared working, the room remained very cold. Extra blankets are required in such circumstances or an additional heating source. We found (particularly on Sunday) the resident DJ music was far too loud for us and and invasive for our tastes. At Noon, Sunday, it penatrated everywhere accept the lobby. Suggest a dedicated quiet room for guests going forward should we stay again. The complimentary drinks happy hour was a nice touch. The Refuge bar, although popular locally, is public and somewhat restricts the more serene areas possible for paying guests, by quite a margin as it takes up the entire ground floor more or less. If you like loud music everywhere great. If not, go elsewhere.

SEVERE SECURITY BREACH: Intruder in My Room, Hacked Lock, and IHG Offered €5. (Case ID: 10580344073)
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​This review is intended to inform future guests about a major security failure and how IHG responded to a serious incident at the Holiday Inn Express Wuppertal, Germany.

​I rarely write reviews this long, but what I experienced was horrifying and unacceptable. I returned to my assigned room late one night, opened the door with my key card, and discovered a non-guest intruder—half-naked and intoxicated—lying on my bed. Reception was informed and Police were immediately called, interviewed me, and detained the man. The hotel staff confirmed that the door lock system had been hacked or experienced a security failure, allowing the intruder access.

​I must commend the Front Office Staff who were on duty. They handled the immediate emergency with professionalism and genuine concern including moving me to a new room, doing their very best with a situation far beyond their authority.

​However, the trauma was compounded by the Management's total failure:

​Managerial Silence: No hotel manager contacted me for over 24 hours to check on my well-being, apologize, or offer support. This demonstrates a shocking failure of duty of care and accountability by the executive team.

​Corporate Insult: I escalated this severe security failure to IHG Corporate Guest Relations (Case ID: 10580344073). Their final resolution was an insulting offer of 5,000 IHG One Rewards points, valued at approximately €5 to €10.

​Conclusion
​My loyalty as an IHG One Rewards Platinum Elite member and my safety were valued by the standard IHG process at less than the price of a cup of coffee. I share this experience so future guests understand that while the frontline staff are excellent, when a crisis occurs, the managerial and corporate structure fails completely.

[UPDATE: December 6, 2025]

IHG has chosen not to take accountability for the severe security failure (intruder, police report) by refusing to offer a resolution better than the initial 5,000 points (€5).

Furthermore, the hotel management failed to honor the basic financial commitment made at checkout: the promised refund for the unused room has still not been processed.

IGH one rewards, and the service is the worst i have experienced. Time to switch over to Marriott. Been loyal [Platium level] for several years, this year managed to earn a suite upgrade and thought i would use for wifes birthday in Dec. Booked early in may to get a the best rate. Phone as per the T&C for use the voucher, and told i can not use it as my booking was for 9 nights and voucher was only for 5 max. Which i accept, and ask only for 5 nights use. Told can not and would have to split the booking and rebook but now at a much higher room rate. Total scam and waste of time.

My points expire in January 2025 so I wanted to donate for the food for kids charity. Website wouldn't allow it, WhatsApp agent couldn't do it they sent me several numbers to call, all of which didn't work. Then an email which I sent, zero reply. I was a Spire member for many years and spent hundreds of thousands of pounds with IHG. NEVER use them sadly it's a farce!

shocked to read all those reviews...hence leaving my own.
i have been diamond member with IHG for years. earlier in the year i booked a couple of rooms for a family trip on a 'book early and save' offer. long story short, closer the time of travel i checked in again as i might have needed another room, only to see that the room was now 30% cheaper then my non-refundable rate...when i complained they gave me some spiel about out of their control...really!?
well, i can control who i give my loyalty too...farewell IHG

BE WARNED...
I rang a UK number from the website to book a hotel in Scotland and without my knowledge the number was diverted to a US number.
I booked and paid for the 3 nights and when I got the invoice a while later I discovered that I was charged $386.10 extra in US taxes.
I rang a UK number and was staying in a UK (well, Scottish) hotel??

I did not even know I was paying in US dollars.
At no time was I made aware that I was on to a number in the US, nor was I made aware of the tax being added.
Had they said something like 'the room for 3 nights comes to --- and there are taxes of ----', I would have run a mile!

The hotel washed their hands of it and when I rang customer services they also washed their hands of it all ... and despite several assurances that someone would ring me back within 2 hours...I NEVER heard back.

I left my headphones on the bed by accident at Holiday Inn Heathrow T5. I could not get through by phone and my emails are unanswered for the past week. Probably the worst customer service I've encountered. Impossible to speak to anyone or get a response.

I had a horror trip to German with the airport becoming closed IHG charged me a late fee despite them having the flight details I asked for these points to be credited I also got put in to the Holiday Inn Berlin Airport which was not a good stay. I would love to say that I got any help with anything but all I got was an impolite tough email. I urge you to try the digital concierge worst experience in the world everybody is trying to develop ai not IHG they are developing Artificial Stupidity. I wont be using IHG like I had been what's the point when the loyalty is only one way.

Booked a promo package to Las Vegas. They took my money up front. Then I booked a flight and bought tickets to a show. A month later I call to confirm the details of my package and they do not have any info about me other than I paid $250 up front. They now did not have the dates available and even though they did have a presentation during those dates would not let me attend even if I booked my own room. So I am out $250 and have to book a room myself since I already paid for the flight.

I had an issue with my account, even if I sent them all the documents required, nobody has helped me to recover my account, I lost almost 300.000 points and nobody care about me, the assistance is very bad. Mary, Ayne, Tinnie are just few of the names I spoke with, without results.

The service I experienced fell far below acceptable standards for a hotel of your category, particularly considering the cost of my stay. To summarise the main points again for clarity:

Failure to provide breakfast tickets upon arrival despite being included in my booking.
Lack of communication regarding housekeeping, which resulted in no room cleaning until I enquired.
All three lifts being out of order for several days, creating serious accessibility problems for guests, including those with mobility issues.
Extremely poor room conditions, including cold air entering through the wall and continuous noise from the air-conditioning system.
Poor service from some reception staff, including misinformation and lack of basic customer care.
Inadequate breakfast options and complete lack of understanding regarding vegan dietary requirements.
Mishandling of a legally critical FedEx parcel containing USDA travel documentation for my kitten. Your team repeatedly stated that no parcel had arrived for room 332 (Ms N. Dodds), only for it to be located two days later — a delay that caused intense stress and risked my international travel plans.
Given the scale and seriousness of these issues, I believe it is reasonable to request a partial refund for the distress, inconvenience, and substandard service I received.

I would like to emphasise that this request is made in good faith. I do, however, intend to share my experience truthfully and in full on Google, Trustpilot, and other hotel review platforms so that other travellers are aware of the problems I encountered. My goal is not to threaten or damage reputations, but simply to ensure transparency and accountability for the level of service provided.

I hope the hotel will take this opportunity to resolve the matter constructively and offer an appropriate gesture of goodwill.

I look forward to your reply.

Kind regards,
Iñaki Mansilla Carracedo (room 319)

I did a reservation from IHG and they lied and I was told their hotel was being build brand new but it not . This was a deception for not telling the truth and i had a bad experience at one of their hotels.
IHG COMPANY DID NOT REPLY TO MY INQUIRES BUT WHEN THEY CHARGE MY CREDIT CARD THEY CAN BEAT f1 RACE CAR TO CHARGE ME GREEDY IS THE TOP OF THEIR NAME

Can i send you my letter.

Been a Member of IHG Rewards for over 15 years. I started using another hotel chain due to unsatisfactory customer service. I recently tried them again. Still waiting on Points and copy of my bill from a stay 2 weeks ago, Also booked a rate and paid extra for 5k points. Took my money but no points. Really disappointed and won't be using anytime soon. The staff on WhatsApp are absolutely useless.

Holiday inn so30 3xa, on arrival £7.00 extra for parking, hidden in small print. Hotel is in middle of nowhere, so just another IHG rip off

We stayed at the Manchester Deansgate Hotel (IHG) for my wife’s 40th birthday, paying nearly £600 for two nights. My IHG profile clearly stated a preference for a room away from lifts, as my wife is autistic and highly sensitive to noise. Despite this, the room we were allocated was right next to the lifts, exposing her to severe noise and anxiety.

In the early hours of 28 September, guests were shouting, singing, and slamming doors in the corridor from 1–3am. I did not call reception at the time to avoid confrontation but reported it the next morning. The hotel shifted responsibility back onto us and offered points rather than addressing the cost or distress caused.

I have tried to resolve this politely through Guest Relations and the hotel management, but responses have been dismissive. IHG failed to honour accessibility preferences, and the customer service afterwards was poor. This experience has made me reluctant to stay with the brand again, particularly when travelling with autistic or neurodivergent guests.

As a Diamond Elite member, we expected more from IHG. When querying why a break booked directly with them was £189 compared to £152 for the exact same stay on Expedia, this was the response I received: “I understand that you've found cheaper rates on third-party websites. IHG's rates do fluctuate daily due to dynamic pricing, and we don't offer fixed rates. Our members are free to book their reservations wherever they find the best value. However, we do encourage booking directly with us, as reservations made through other websites will not earn points or qualifying nights, which can impact your status.”

Holiday inn Rotherham. Upon arrival, hotel was managed by three, very young, and unprofessional people. Bar area was dirty with empty glasses and dirty tables left unattended to. Unruly children of other guests were running around being a general pain. Breakfast was average, coffee machines not working properly. Room was ok, bed comfy enough. Would neither return or recommend this venue.

Poor customer service!
Also I have been a member of ihg rewards for many years and building up my points for a free stay ! Yet when checking my account today we found all points have vanished.. upon speaking to customer service , they said because we didn’t book a stay last year they have expired!
Absolutely ridiculous how can we build points up if you’re going to remove them because we didn’t stay with you for 12 months !
Customer service replied with a thumbs 👍 up when I said I’d be leaving feedback back .. this reply sums up the company ..

stayed at the Intercontinental in London at the O2 itself, to see a show, hotel was great for this as there was a small passage which temporarily leads outside to get into the O2, hotel itself was very clean, but staff were not very helpful, and only wanted to take my payment straight away as soon as I walked in and my deposit, I’ve stayed in other hotels five star which this is supposed to be, and they have staff on the door ready to take your bags and help you with anything, I asked to see the room before I paid the payment and asked to leave a heavy bag in there so I didn’t have to drag it back downstairs while I went back down to pay when I said I was happy with the room, I was told i could not do this so I had to drag my bag downstairs with no help from the staff, which was ridiculous, the hotel was pretty good and clean don’t think the hotel was worth the money even though the view was pretty good of the Thames, and the Sky bar on room 18 was very good, especially the views from it, (don’t go up there if you’re scared of heights as it is quite high) the room itself was no better than a Premier Inn room, apart from the bathroom was quite nice and it might have been even better if the TV didn’t keep switching off after watching it for an hour, had to have the maintenance guy up on one occasion to stop it doing it and then it still carried on doing it on the night, I would possibly stay there again just for the convenience of being close to the O2 if I needed to see a show but would search for other prices as the price I paid was a bit bit of a rip off on the site i chose to book, felt, I also had to ring them when I got back home regarding my deposit as it seemed to take awhile to get it back into my bank account, not entirely the hotels fault as my bank is useless anyway with things like this, not bad hotel but could do better to say they claim to be five star

Friendly, attentive service.