“My daughter and I were planning to visit relatives in Parker, CO, so on June 6, 2025, I made two reservations. I made one for myself and one for my adult daughter for a stay at the Holiday Inn located at 19308 Cottonwood Drive, Parker, CO, from July 4 to July 7, through the IHG website. I used points for one reservation and booked the other at the standard rate. Both reservations had the same confirmation number, as they were made simultaneously, and each was for a king room.
When I checked in on Friday, July 4, I was informed that there was only one reservation, the standard rate one, and that the reservation made with points was missing. Despite presenting my confirmation, the front desk clerk insisted there was no record of that reservation and stated that all rooms were fully booked, which forced us to share a single room. Sharing a room with my adult daughter was unacceptable, so I had to seek alternative accommodations for one of us.
After reviewing my IHG account, I saw that my points had been deducted but were later refunded. When I contacted IHG customer service about the points return and the cancellation of my reservation without prior notice, I was told that using points for rooms on the Fourth of July weekend was not allowed. I asked why I was able to book it online despite this restriction, and the representative explained that booking online using points must have been a mistake on the IHG website.
The IHG website allowed me to book a room using points, but IHG/Holiday Inn later deemed this booking impermissible for that weekend. My reservation was canceled without notification, and IHG/Holiday Inn did not take adequate steps to resolve the situation. The only response from customer service was, "Sorry that happened, but there was a suite available that I would have to pay half price for, and it was only available for one night."
It is hard for me to believe that the hotel was entirely full, especially since the parking lot was less than half full. As a loyal IHG Platinum Elite member since 2002, I have never encountered a situation like this. I am extremely dissatisfied with how IHG/Holiday Inn handled this matter—canceling my reservation, failing to inform me of the cancellation, not honoring my reservation, and making no attempt to resolve the issue apart from offering a paid room that was only available for one night. Because of this experience, I will no longer stay at any IHG locations and will be canceling my IHG membership.”
“I cannot believe how incompetent IHGs guest relations are - you spend more time saying how you value me as a member to cover over the fact that as soon as you put the phone down you no longer care and no longer perform the task you promised you would do.
I am due a refund that was approved on the 2nd May and since then I have contacted you 5 times to find out where my money is. Everytime you tell me the hotel has to refund it so you call the hotel and they tell you the head of operations will do it in 30 mins and you will call me back to tell me its done.... Guess what, every time no call back and no refund.... Its a simple process that you allow your hoteliers to abuse without any resolve, frustrating your customers and also removing any loyalty I have towards your brand. I cannot apologise for how I voice my complaint to your teams now as they are representatives of your brand and should be able to handle a simple call back and follow up to ensure the case is resolved. If every one of those times you are promised something that never happens, I believe you are entitled to feel you are being lied to and treat people as such. Im sure they are lovely people but whilst you allow people to just hang up and then not have to fulfil their promises to clients you are a terrible business to deal with and clearly have zero care about customer experience. I will advise anyone to stay away from your brand from now on and hope people understand that should you want to stay at the hotels and there is no issues then im sure its fine for a budget chain however, if you ever need service or help then you will find yourselves on here weeks later writing the same as quite frankly this company is the absolute pits and a waste of time to deal with.”
