IHG Reviews

This is the Holiday Inn express in Southfield MI. We have changed rooms three times. Every room is 80 degrees. One of them smelled like urine. I think the whole hotel may have an A/C problem. Don’t stay here in the summer. At least right now. They need to get this fixed pronto. The guest services people were super nice and tried to accommodate. But they can’t help that their A/C is on the fritz.

They used to be outstanding I used them both for business and pleasure, it would seem as though they don’t care about loyalty customer service is horrible tried multiple times to straighten out my point as they throughout the earn 3x the rewards my last stay cost me a arm and a leg god forbid they give you your points while trying to talk to a computer! IGH the world is coming back I don’t see my company using this anymore.

2 months ago, I stayed at the Holiday Inn Express in Buenos Aires. I have no complaints about the stay: in general the room was fine and the staff friendly.

I booked with cash and points. When I checked out, I thought the bill was the cash part but this had already been deducted.

I contacted what passes for 'Customer Service' to request a refund. Four long calls later, I have tired of listening to 'thank you for being a platinum member' and 'we are really sorry for this inconvenience'.

Nobody has a clue how to give me back my $81.99.

So I will stay with other hotels until they can do this simple task.

I my brother and sister stayed at the Crowne Plaza Chicago - Northbrook. I paid for both rooms on my American Express card. We got identical rooms, Room 107 and 108, which were 2 singles beds. At checkout my bill for room 107 was $158.54 and the room 108 that my sister stayed in came to
$147.89 why the $10.65 difference. Front desk couldn't explain it . Plus she did't get WIFI in room. !!

The room was a suite and recently updated. The bed was great. However, the toilet ran loudly all night, the water pressure was so low in the shower it was impossible to get the soap off, and you cannot control the temperature. The checkout staff was rude and made an excuse instead of saying he would get it fixed.

One of the perceived advantages of being a IHG member is an ability to collect point and to use these points to book hotels. IHG advertise "No Blackout Dates" leading you to believe that, so long as you have enough points and rooms are available, you can make such a booking but that is not the case. It seems that hotels only allocate a certain number of rooms that can be booked with points (the actual number is not disclosed). So good luck using your points in high season or to attend a popular event!

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…?

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…?

Do not book on the IHG website. They use a third party service, get a room, that charged me the rate + $141 the day I booked. Had to claim back the $141 thru my credit card account. Holiday Inn Express in Petersburg VA was dirty and needed many repairs. Staff was great, very friendly and responsive. Sad to see the hotel in such decline. Do NOT recommend.

I have stayed at the Holiday Inn Express Airport Inn in Lincoln, Nebraska many times over the past several years, as well as family members & friends. Three or four years ago new management staff was hired. They are all awesome. I have stayed there so often that upon my arrival they always address me by my first name and welcome me back with open arms. They take their jobs seriously and are always willing to help ensure the customers are taken care of. Yes, there are times when they are short staffed, but that is probably because it's hard to find good help who will take their job as serious as they do. I especially want to thank Alicia for her support & kind uplifting words during my stay October of 2021 when my mother passed away and during our stay in June of 2022 when our family gathered once again. What a beautiful place the world would be if we had more people like Alicia, Will & Tiona. Thank you all for your dedication to your customers, friendly smiles, & for going over and beyond the necessary.
Best Regards Always,
Linda from Michigan

Overall, the hotel brands provide comfortable and affordable stays, particularly Staybridge Suites. However, it would be even better if your brands of hotels go back to the pre-COVID days of cleaning the hotel rooms on a daily basis, instead of scheduled cleanings or cleaning every 3 days. In fact, now is the time that daily housekeeping is needed and it's absurd that the industry is doing quite the opposite. Infrequent cleanings will only lead to other sanitation issues. It is also a rip off that hotel accommodation charges are higher and housekeeping is not regular. I hope it doesn't take a health crisis or litigation from a disgruntled guest to effect a change in this policy.

There was a slight problem with the check-in but the GM instantly stepped in and resolved the matter. Customer service is 5-stars and I couldn’t have been happier with the outcome. This hotel does whatever it takes to make sure your stay at IHG is a pleasant experience. The room was neat and clean and the same for the hotel and grounds-well maintained. I was very happy with the accommodations. When I stay in Saint Augustine this is where I’ll be staying. A satisfied customer.

I will never stay at another IHG Hotel if I can help it. They have the worst customer service out there. I made a reservation on their site and called a few weeks later to add a conference room for my team to rehearse for an upcoming customer meeting. I was told my reservation didn't exist. After several exhausting discussions about the reservation, I was also told that the hotel was fun and that they could not accommodate an additional reservation.
I was forced to make another reservation at a lesser hotel down the road since my team was staying at that hotel.
Later while boarding a plan I received an email alert that it was time to check out. How do I check out when I never check in.
After 8 follow up calls to remedy, three of which were chasing the managers that do not return calls and two to the headquarters.
The headquarters customer service is a joke. It is not a headquarters, just someone answering the phone and referring you back to the hotel that is unresponsive.
At the end of the day they wanted to stand on that I didn't go back to online site and cancel the reservation in time so the charge was going to stand.
Tell me how you cancel a reservation that doesn't exist but only to charge you?

If you have a query your better of talking to a walk than getting help from there online customer service team. 3 different agents. 2 of them ignored any messages after “checking my account for missing stay” and the 3rd how checked account refused to help by quoting the terms and conditions which I know and know what qualifies. There advice contact the manager of hotel for an exception. After wasting 6hrs of my time the issue has not been resolved. Very tempted to cancel my remaining stays and move to another hotel company

I have been over charged by one of IHG hotels in Istanbul Crown plaza by 1400 euros. Which I have raised with IHG a month ago but the hotel did not come back to them.
I have been chasing IHG for the whole month each time 25 minutes on hold then line dropped no one bothered to ring me back even I am gold elite member, the hotels are not listening to the IHG at all. I just want a simple thing confirmation in writing about what they have advise me and confirmation email from the hotel which they never send it to me, so I will provide evidence to my credit card provider for dispute
Member number 236784615