IHG Hotels & Resorts — Attraction in Dunwoody

I want to talk about Holiday Inn Express & Suites. While I have enjoyed the chain in the past and even this summer, I must admit some of their locations could use an entire overhaul. There is no easy way to get them to correct an error caused on their end and frankly the use of their customer relations department is shocking. They will take your complaint as an escalation case, but you are still at the mercy of the involved location to correct the problem. The escalation dept will contact the location and try to get them to correct the issue, but it seems as if the escalation dept can only do so much. It's almost like the escalation dept needs a being higher than themselves so they can call in a complaint and receive an escalation case number in order for their client's case to get resolved. I know that sounds crazy, but I have been waiting an entire month for a refund, after multiple calls and case number assignments to the escalation dept and to the hotel. BTW, after a couple of days into the incident the hotel literally told me that the manager, who's name I will leave out, no longer works for the hotel 🤔 . However, that was not true she just didn't know how to correct the problem and error. Backing up a bit, they put an additional unauthorized charge on my credit card in their inadequate way of compensating my room. Yes, they did and that charge was for more than the original hotel stay cost. The hotel did not even tell me about that mistake which happened on the morning of our checkout as I was standing right there in front of the desk associate. The hotel manager who was responsible for kicking the can down the road in the first place should have compensated my room herself. It was she that told me that I would be compensated for the room the night before as she handed me towels to lay on the floor, instead she left it for the morning shift to correct. With no other rooms available, I stayed in a flooded room due to a leaking air conditioner. The entire carpet on the second half of the room was wet and the closer to the AC unit you got the more soaked the carpet was found to be. The hotel and area hotels were booked. The hotel knew before assigning us to this room that it was flooded because when we walked in there was a utility fan and utility cords set up to in an effort to dry out the carpet and the AC seemed to be cranked down to 50 degrees trying to help dry it out. They needed to turn off the leaking AC, extract the water, clean the carpet, and dry the carpet before assigning this room to anyone. Reservations had been made at least 2 - 3 months prior to our overnight stay in Birmingham. This chain customer escalation process is not user friendly when it comes down to taking care of customers. Every number for corporate that you call returns you to this same escalation department. So you'll never communicate with corporate. I stayed at their Holiday Inn Express & Suites Irondale location in Birmingham, Alabama on June 20, 2025. Posted...

I am a frequent traveler for over 30 years and an IHG member. I work for the US Government doing work that defends this great nation of ours. I am writing to inform you of the worst treatment I have EVER received from any hotel in the world, from 5 stars to 2 star hotels. The Holiday Inn Express in Warminster, Pennsylvania used Gestapo tactics on my family and I. My grandson is on a travel Ice Hockey team and most weekends from August through March, this team is on the roads staying at hotels. This is the second time at this hotel in a month. I had my daughter and 10-year-old grandson with me in the hotel. I reserved my room on the IHG Holiday Inn Express website. I selected the Government rate as I qualified for it. I also provided my credit card information to reserve the room. On the day of October 28, 2023, I went online to “Check-In” through the email from IHG I received allowing me to do this. My Family and I arrived at 6:45 PM where I again provided the required documentation. We spent a lovely evening and went to bed at approx. 1020 PM. At 0100am there was a very loud pounding on our room door. By the time I could get to the door there was a second pounding on the door waking the entire family. When I opened the door there was a large “security office” in a black uniform demanding I go with him to the front desk to “verify I was the person who registered at the front”. This is a Gestapo tactic which now has my 10-year-old grandson terrified! I asked why I had to come down at 0100 after I had already checked in online AND at the front desk 6 hours previous. He said I NEEDED to come down now! I asked again “why can’t this wait till the morning”. He said come down now. I told him I would be down in a minute and closed the door to gather my wallet with my US Government ID and room key. When I got to the front desk, the night clerk told me I needed to provide him my US Government ID and Credit card. I asked why as I had provided it at check in and when I reserved the room. He informed me he needed to verify who I was. At this point, the guard is standing just behind me to my left. I asked why this could not wait until the morning and that my grandson was up in the room petrified as he thought the police were arresting me! He just asked for my documentation. I asked if AAA members, Senior Citizen members and others with the discounted rate were being woken up also or was I being singled out for working for the Government. Now the guard is getting closer to me. Therefore, with that motion and believing I was NOT going to get an adequate answer, I provided the desk with my Government ID and Credit Card. This was very uncalled for. Never have I had to go through tactics used by this hotel and I will never go through them again at THAT hotel. I am also recommending to the travel coordinator to NOT use the IHG...

I have been a loyal customer of IHG for several decades. The company franchises have always seemed nice. Now for the reason for this review. I had my old member number lost while traveling upon arriving home I found my old one and called to merge my accounts to the original. That was a success. Then the operator told me they wanted to talk to me about my next vacation. They transferred me to the clubs line which I found out is not in any way like the hotel group. Legal con artists would be polite they used words about amenities and reviewing updated facilities but nothing I recall about time shares. Once I started getting emails about my timeshare vacation I realized this was not for me and I felt they flat out defrauded me. I tried to get a refund on the money they have gained interest on the whole time they have had it but they would not do it over the phone like they con people out of it in a matter of minutes. So I filed a complaint through my credit card they fought the charge back even after I have called 12+ times trying to cancel an unwanted service that I will not use. In fact for $285 that I care less about than I do about the blatant theft of it IHG and all affiliates lost a 20+ year customer that knows people that travel 24/7 365 and told my friends I no longer endorse a company that when caught red handed selling me something I did not want to buy would rather keep my money than my business or recommendation. I know the Hotel group and the club use different methods but I’m the same customer and when I said that I felt mislead in taking a so called deal and that I have never had any interest in listening to anyone on my vacation about a time share even if they offer spending money to do it. Would fight me tooth and nail over a $285 dollar refund that they already made several months of interest money from. No I will not endorse IHG after this. Also I hope the details of this review are read and understood by anyone that reads it. I’m an educated man that worked in telecommunications for many years and I’m saying without a doubt this was misleading and became unforgivable when you fought my refund. If it’s not criminal...