IHG - InterContinental Hotels Group レビュー 112

I booked and paid, in FULL to stop at Luton London Airport. A few days before I was taken into hospital and cancelled the booking (knowing I was going to lose the money I had paid). What I didn't know was they CANCELLED the points that I had accrued. No wonder the trustpilot for them is so poor. Talk about out for everything they can get!

Wasn't impressed two single beds pushed together, my partner and I were very uncomfortable, the duvet was not big enough and if we got close we fell down the gap. One of the single beds had a lump in the middle of it.

Been a regular customer for years and have achieved their highest status but still cant get good service

SHOCKING - booked hotel inc breakfast and parking only to be told later that parking and Breakfast cost extra .
such a shame that IHG cant get simple things right - booked on phone as online doesnt show availabe dates at hotel and wanted to use points .. would be easy for these guys improve things ..

Service, Design und Komfort auf sehr hohem Niveau – ein überzeugender Aufenthalt. Sehr empfehlenswert!
Gesamtbewertung: ⭐⭐⭐⭐⭐ (5/5)

Während meines Aufenthalts am 08.03.2026 im Holiday Inn – the niu Tab Düsseldorf habe ich ein insgesamt sehr positives Hotelerlebnis gehabt, das durch eine gelungene Kombination aus professionellem Service, modernem Design und hohem Komfort geprägt war.

Empfang & Service – ⭐⭐⭐⭐☆
Der Aufenthalt begann mit einem sehr herzlichen Empfang durch Herrn Nadir an der Rezeption. Sein Auftreten war außergewöhnlich freundlich, professionell und vor allem lösungsorientiert – ein Serviceverständnis, das man sich als Gast wünscht.

Während meines Aufenthalts konnte ich meine Food-&-Beverage-Rewards aus der IHG-App aufgrund eines technischen Problems leider nicht einlösen. Herr Nadir reagierte sehr pragmatisch und bot an, das Thema später manuell zu lösen, damit ich nicht unnötig an der Rezeption warten musste.

Als ich später zum Abendessen kam, war Herr Nadir in der Pause vermute ich . Die Kommunikation mit einem anderen Mitarbeiter ( Herr Lazar) verlief leider weniger lösungsorientiert. Umso positiver war es, dass Herr Nadir später erneut auf mich zukam, die Situation prüfte und eine kulante Lösung fand.

Besonders hervorheben möchte ich außerdem den Hotelmanager, der am nächsten Morgen vor meinem Check-out persönlich an der Rezeption auf mich gewartet hat, um noch einmal zu versuchen, die Rewards einzulösen. Auch wenn dies technisch nicht möglich war, zeigt dieses Engagement eine sehr ernst genommene Gästeorientierung.

Zimmer & Komfort – ⭐⭐⭐⭐⭐
Mein Eckzimmer war modern eingerichtet, sehr großzügig geschnitten und bot eine schöne Aussicht. Zimmer und Badezimmer waren makellos sauber.
Das Queensize-Bett war äußerst komfortabel, die Schallisolierung sehr gut und die technische Ausstattung überzeugend: Chromecast-fähiger Fernseher, Bluetooth-Lautsprecher sowie ein funktionierender Safe.
Große Spiegel im Zimmer sowie im Badezimmer sorgen für zusätzlichen Komfort. Neben dem großen Badezimmerspiegel gibt es außerdem einen beleuchteten Schminkspiegel.

Frühstück – ⭐⭐⭐⭐⭐
Das Frühstück war für mich ein echtes Highlight: nicht nur aufgrund der Qualität und Vielfalt der Speisen, sondern vor allem wegen des außergewöhnlich aufmerksamen Frühstücksteams (Herr Shaheen und Frau Mona), das für einen ruhigen und sehr angenehmen Start in den Tag sorgte.

Lobby & Atmosphäre – ⭐⭐⭐⭐⭐
Besonders positiv ist die moderne, helle „Living Lobby“, die als Coworking-Space, Bar und Treffpunkt dient. Das Design ist stilvoll und von „Little Tokyo“ sowie lokaler Kunst inspiriert.
Viele Sitzmöglichkeiten, Steckdosen, USB-Anschlüsse und stabiles Highspeed-WLAN machen die Lobby sowohl zum Arbeiten als auch zum Entspannen sehr angenehm.

Designkonzept – ⭐⭐⭐⭐⭐
Sehr geschätzt habe ich das durchdachte Designkonzept des Hauses. Die Verbindung aus asiatischen Einflüssen, moderner Kunst und lokalen kulturellen Elementen schafft eine besondere Atmosphäre. Die künstlerischen Details im Zimmer verleihen dem Aufenthalt eine emotionale Tiefe und machen ihn nachhaltig erinnerungswürdig.

Lage – ⭐⭐⭐⭐☆
Das Hotel liegt in praktischer Nähe zum Hauptbahnhof und zum Capitol Theater. Durch die gute Anbindung an den öffentlichen Nahverkehr sowie die fußläufige Erreichbarkeit von Immermannstraße und Königsallee eignet sich die Lage sowohl für Geschäftsreisende als auch für Städtetrips.

Um meinen nächsten Aufenthalt noch angenehmer zu gestalten, wäre es wünschenswert, dass die Einlösung von Loyalty-Rewards über die IHG-App zuverlässig funktioniert. Die technische Hürde während meines Aufenthalts hat etwas Zeit und Aufmerksamkeit gebunden, obwohl das Personal, insbesondere Herr Nadir und der Hotelmanager, sehr bemüht war, eine Lösung zu finden. Eine konsistente Schulung aller Rezeptionsteams hinsichtlich Milestone-Reward-Einlösungen würde sicherstellen, dass Gäste ohne Unterbrechungen von den Vorteilen profitieren können.

Abgesehen davon könnte die durchgehende Präsenz von aufmerksamem Servicepersonal während der Stoßzeiten am Abendessen und an der Bar den Aufenthalt noch reibungsloser gestalten.

Insgesamt bleibt der Aufenthalt dank des exzellenten Designs, der Lobby, des komfortablen Zimmers und des herausragenden Frühstücks sehr positiv, und diese gezielten Verbesserungen würden ihn auf ein vollständig rundes 5-Sterne-Erlebnis heben.
Besonders hervorheben möchte ich das Engagement von Herrn Nadir sowie die Aufmerksamkeit des Hotelmanagers, die gezeigt haben, dass Gästeorientierung hier ernst genommen wird.
Ich freue mich sehr auf meinen nächsten Aufenthalt!
Josiane

I had booked an overnight stay at one of the IHG hotels (in England), as a treat for my birthday.
I was sure my booking was to give one day notice for cancellation. Two days before my trip, I came down with a really bad cold. I asked for my refund of £78 but I was told, via WhatsApp chat, that I wasn't entitled to one. So I asked if I could just amend the date and book a different date once I feel better. Again they said no!

I was a regular customer of this company, but they have now lost another customer and I will advise my friends and family to stay well clear! It could have been extremely easy for them to allow me to just book a different date, but they have now lost a regular customer!! I'm really quite appalled at their service.

And finally, thank you making my birthday even more miserable!!!

Over the past 25 years, I have been IHG's top-tier member, staying well over 100 nights a year. The top brass doesn't care if you stay here or not, as they have caused so many issues that should be caught. Example: canceling a stay a week after the hotel has left IHG. It takes 12-18 months to rebrand a hotel. You shouldn't be able to book a hotel past the closer date. Now I'm stuck paying twice the rate and not getting the room I wanted. This is the 2nd time this has happened with IHG in the past year. I've been moving to Hilton and been much happier, and they truly seem to want my business.

worst experience ever!! never recived true assistance trough email and phone!!!

Awful experience with customer service where they repeatedly called me by the wrong name despite repeatedly informing them of their mistake. Flat out refusing to use them again despite okay stays with the Indigo chain in multiple locations.

We stayed in VICTORIA, TX. Extra charges began to show up on my bank account after we left. We are mature, educated adults--we travel almost constantly and did not break or steal anything. I have been calling for a month trying to see what the charges were for, but they flat out refuse to give an explanation. We're done with IHG and now book with their competitor.

During my stay in January at the IHG Crowne Plaza Newcastle – Stephenson Quarter, I occupied a Junior Suite. The lighting above the bathroom mirror was faulty upon my arrival, and the room telephone was also not working, which meant I had to go to reception in person for every complaint or request. I immediately informed reception about the lighting issue, but it took two days for it to be resolved. On the second day, housekeeping failed to empty a full bin in the bathroom; I reported this and requested it be addressed.
At the end of my stay, I discovered that nearly £80 had been overcharged to my credit card—something I only noticed after receiving my statement. Attempting to contact the hotel has proven nearly impossible, as communication is limited to email. While their responses are always polite and assure me a solution will be found, they are painfully slow. Meanwhile, IHG has now stopped replying to my emails regarding the refund of the overcharged amount.
To make matters worse, there is no invoice for this stay in my IHG account. They eventually provided me with a copy of a receipt, which is completely unacceptable. Additionally, the points from this stay have disappeared from my IHG account.
Given the lack of resolution, I have now referred the matter of the unauthorised overcharge to the legal department of my universuíty.
This is simply unacceptable.

This is re the company IHG (not an individual hotel). They have terrible customer service and I experience them as dishonest and shifty - I am a "Platinum Elite" member, also have their credit card, not that that should make a difference but - it surely doesn't. They bait and switch rates, showing one and then charging another when you reach (online) check out. They make their policies confusing (ie, 4th reward night free, but that's by upping all the other night rates). Their customer service tonight gave entirely wrong information requiring a purchase of additional points at a very poor valuation, and then it turned out the information was wrong and the purchase unnecessary (and non-refundable even though they misdirected). They do not honor the information given. They pass you round and round (tonight for motr than 2 hours, when will I learn?) saying the NEXT person and department I speak to will be the one who can make things right. No one ever made things right. Like many hotel chains (but not all!) they use overseas customer servicer people who really have no knowledge or ability/means to make a correction or a mistake right - they are just reading scripts and doing mouse clicks. I really like some of the individual Holiday Inns for travel accommodations, but I hate having anything to do with IHG. They are crooks and disrespectful of their customers in my opinion. I do not intend to keep my IHG credit card.See less

They are a bunch of thieves! After years of collecting thousands of points and stating points don't expire they stole all my points after 1 year of no bookings! They rely only on an email to inform you that points are expiring whilst sending hundred of junk emails to book with them so you don't notice the important email!

Dear IHG Customer Relations,

I am writing to formally express my dissatisfaction with a recent stay booked through IHG. Holiday Inn expressNew Rochelle, New York.

I made my reservation based on an online quote provided through your platform. However, upon arrival at the hotel, I was informed that the rate had been changed and increased. No clear or satisfactory explanation was provided for this discrepancy.

I raised this concern with hotel staff at the time and subsequently attempted to follow up through customer service channels. Unfortunately, there has been no resolution, no callbacks, and no meaningful response to address this issue. The lack of follow-up and accountability is extremely disappointing.

IHG’s advertised pricing should be honored, and when errors occur, customers should receive timely and effective support. This experience has negatively impacted my confidence in the IHG brand.

I am requesting a review of this matter and an appropriate resolution. I look forward to your response.

Sincerely,Enzo Cutulle

Constantly going on about how good they are where my experience is the complete opposite

Das ist jetzt das 4. Mal, das Ich versucht habe über den sogenannten „Kundenservice“ ein Problem zu klären. Die Mitarbeiter haben nur Ausreden, aber bieten absolut keine Hilfestellung. Es wird an eine Email verwiesen. Nur leider bekommt man auf diese nie eine Antwort. Nachfragen werden ignoriert. Fragt man telefonisch nach soll man das Anliegen nich einmal per Email schildern, um wieder keine Antwort zu erhalten. So kann man Mitglieder auch los werden. Selbst 1 Stern ist für dieses Unternehmen noch zu viel

Not even deserving one star. I have been a member since 2018, but I have only used my membership once.

On a weekday, I booked a hotel room at the EVEN Hotel in Miami. IHG canceled my reservation without notice, claiming it was due to weather issues—which is a lie because the storm did not affect Florida.

When I arrived at the hotel, they told me my reservation had been canceled, and I had no idea. When I called IHG, they said they would redirect the call to customer service, but the representative hung up on me. Meanwhile, my family was waiting in the car.

I spent almost two hours trying to book another room. All hotel rooms were sold out until I finally found one at the Hilton, where I had to pay $820 for a regular room (One night). Because of the traffic, I didn’t arrive until 11:00 PM, even though I left my house at 5:00 PM, and I live only two hours away from Miami.

IHG is not serious at all.

Dear IHG Team,

Thank you for reaching out and inviting feedback on our recent stay at InterContinental Pattaya.

We stayed for 13 nights in a Classic Room with garden view, with a partial glimpse of the ocean on the horizon. From the moment we arrived, the overall experience was very positive.

The hotel is beautifully integrated into its surroundings. The vegetation and landscaping create a genuine tropical paradise atmosphere, and despite being within walking distance of both Pattaya and Jomtien, returning to the hotel always felt like stepping into a completely different, calm world. This balance between proximity to the city and total tranquility was exactly what we were looking for.

The location is somewhat secluded, and there is no local street life or small shops immediately nearby, which some guests might see as a downside. For us, it was actually part of the appeal. We came to Pattaya to experience more than nightlife and drinking, and the hotel provided the peace and space to enjoy the surroundings in a more reflective and relaxed way.

During the first couple of days, there was some wind, and on one occasion a few guests were noisy. However, the hotel handled the situation immediately and followed up with an apology the next day, which we appreciated and felt was handled professionally.

We did not arrive with specific expectations of the InterContinental or IHG brand, but the stay left us with a very strong impression. There is nothing about the hotel or the service that we would criticize.

We would gladly recommend InterContinental Pattaya to guests who are looking for calm, nature, and a refined experience close to Pattaya, without being immersed in the party scene.

Thank you for a truly pleasant stay.

Kind regards,
Peter Grønqvist

Ihg customer service is terrible. I had a terrible nightmare of a stay at a Holiday inn express so bad I knew these crooks would try to screw me out of a security deposit which they did. I took very good video evidence to show the state of the room when I left which was very clean minimal cleaning needed. Customer service didnt do anything they said i stained a sheet so they kept 150 of mine. I live in hotels for a living 350 plus nights a year and I will never fall into their trap again

Tried to transfer booking from Holiday Inn London Gatwick, Worth to Holiday Inn London Gatwick Povey Cross Road but was told this wasn’t possible as each Hotel is a franchise and not linked. Not impressed. Also third party Avvio did not answer phone. I had not taken out Cancellation cover but I wasn’t cancelling, just amending booking.