IHG One Rewards: Book Hotels Customer Service

I’m a Diamond elite and was a spire before that and before that a platinum elite or whatever it was prior to spire.I’m not just some shmuck who stays in an IHG place a few times a year on vacation. I spend half my life in these hotels. I have very few complaints. I feel IHG could reward their top tier members in the same way their competitors do with 4pm check out etc. I do have an issue with hotels not changing their non-covid/regular shuttle hours on the app. The hours rarely match up to reality on the app. I’ve paid for taxis or Ubers to get to my hotel because the app says it was after hours for the airport shuttle only to get to the hotel and see the shuttle running. Other hotels keep Covid shuttle hours to this day (like the Staybridge IAH Beltway 8 I’m staying currently and have had this same issue since Covid ended). Their shuttle starts at 7am which is a ridiculously late time to start an airport shuttle. I had to book my return flight home later than desired to accommodate this property’s “Covid shuttle schedule” in May 2023. Many flights are early morning flights and half of the hotels I’ve stayed at have returned to normal shuttle hours and operations. It appears some properties are choosing to keep the Covid hours whether it be for momentary reasons or short staffing; we can only hear so many excuses before we start to seriously consider the switch over to Bonvoy or HHonors to get their top tier services IHG lacks like 4pm late check out.

I’m not in the habit of leaving reviews for, well, anything really. But I wanted to leave one here because I’m d how happy I am with the app and IHG in general. I don’t stay in a hotel all that often but when I do have to it’s for work and I don’t always know where I will need to stop for the night. And that’s where this app is SO helpful! It is very easy to navigate and so far I have been able to find exactly what I need and unfortunately it tends to be at the last minute. Last night was a prime example of that. I drive truck and as I was driving south on I-5 south of Tacoma WA traffic came to a complete stop due to a really wreck. As I watched what time I had left to drive slowly disappear I was able to jump on the app and find a room in Lacey WA at the Holiday Inn Express & Suites, which is a wonderful place to stay by the way, so with that taken care of I was able to focus on the task of hand without any distractions. Thank you so much for the app!!

I have been a member of the IHG club for 19 years. I stay over 250 nights a year in IHG brands across the United States. It amazes me that after more than a year of this pandemic mess - many of the hotels do not provide more than a grab and go breakfast and IF you do get more than that, then it is not the full normal menu, do not provide the laundry bags but yet will provide you with a trash bag, don’t want you using an ink pen somebody else uses but with their gloves on - will touch your DL and CC with the same gloves they just touched the previous customer’s cards with, etc!!!! This is ridiculous! I guess we are supposed to believe that COVID only attacks certain items on certain people at certain times!!!! When are y’all planning to open up and provide the customer service that we have been accustomed to receiving and enjoyed over the past 19 years? Because with the lack of services came higher rates. None of it makes sense.

Unfortunately, there is a serious flaw when using the App. In our case, we booked with the app and received a confirmation number. There were no rooms when we arrived at the hotel AND they would not refund the charge due to “not knowing how to do it”. I called the toll free number to explain to IHG what happened, and they said the hotel had to refund the charge, even though it was their Corporate app that took my charge in the first place. I couldn’t believe the finger pointing between the corporate entity and the franchisee. In any case, it was a serious blow to my confidence IHG and laughable in this age of computerized inventories. The room should have been there. Use the app at your own peril. Once booked, you’re at the mercy of the local hotel of whether the room is really there and if you’ll be treated fairly. Corporate has no power to protect you.

Me and the family rented a house in Falmouth, Maine with hopes of saving money during our annual tribal fishing season. As usual things looked good with the weather but boom we had a sudden ice storm hit our area where we rented the home and we lost power. So no hot water etc and we needed to get out of there. So I called the Holiday Inn Express in South Portland since I had called all the other local hotels and they were booked solid. Because of this I wasn't to sure they could help us but that wasn't the case. They helped us with two rooms since there was a total of 8 and the Holiday Inn in South Portland was our savior. We will now stay there no matter what as they took care of us with no problems and took away our problems with a warm place to stay. We are grateful and extremely thankful for the hospitality they showed myself and my family.

IHG is second only to Hilton, and since IHG hotels service the rural areas that Hilton rarely does, I stay mostly at IHG during my weekly travel across the USA. The app is pretty good. Where IHG, including their app FAILS compared to Hilton, and most other hotels, are their receipts. The only way for me to consistently, relatively seamlessly get my hotel receipts is to stand at the front desk at check out, and wait while they print the receipt. The app can’t just give me my receipt, or click vs a button to email me a copy, nor does IHG’s attempts to automatically email receipts ever consistently work. If this is my only complaint, they’re doing a great job. The hotels are costúrente clean, well cared for, recently upgraded, no issues or concerns with bugs, the clientele is fine, though often leaves more towards construction staff than business travelers, overall very well behaved, well mannered, and I feel overall safe in the hotels and rooms.

As a delighted member, I have consistently relied on IHG to cater to my needs as a valued customer. Over the past seven or eight years, I have extensively utilized various hotel apps, and I can confidently assert that the level of service provided by IHG surpasses not only that of other hotel apps but also many other services and companies in general. My unwavering loyalty to IHG is a direct result of their exceptional commitment to customer satisfaction. I would like to express my heartfelt gratitude to all the diligent staff and esteemed partners associated with IHG for their unwavering dedication to ensuring customer delight. To anyone who may be perusing this message, I highly recommend downloading the IHG app, signing up, and indulging in the superb service it offers. Rest assured, once you experience it firsthand, you will find no need to seek any alternative. Embrace the pleasure of exceptional service with IHG! Enjoy!

I always use the app to make my reservations. When completed, you get a confirmation number. I always take a screenshot of it as a backup to the app, but I’ve never needed it. I’ve never had a reservation lost, cancelled or overbooked using this app. Plus as part of the rewards program you can build up points for a free or discounted rate. The app will show current offers and deals. You can search cities or favorite destinations such as a theme park or aquarium and it will show you the closest hotels to that destination. I find it better to use the app then one of the big name hotel search websites where I’ve actually had them lose my reservation or overbook. Holiday Inn Express and Staybridge are our go to.. and this app makes it more convenient. If you made a reservation several weeks in advance, I recommend calling the hotel phone number which is right on your app reservation and confirming your stay.

We cannot say enough fabulous things about this property! We had a horrific experience at an Airbnb property in Myrtle to the point where we feared for our family’s safety. We were so lucky this Holiday Inn had a room for us as the property is beautiful, safe, and has the greatest employees. Everyone was so helpful to the point of finding us these last minute rooms and accommodating our family so we could get rooms nearby each other. The food at Saltaire was great and Sherry (plus the overnight person and really everyone) at the front desk was a total lifesaver - customer service extraordinaire! Thank you IHG for saving our families vacation as we were about to head home 5 days early with lost money from Airbnb until we found you in Surfside. We will definitely be returning!!!

Lots of praise-2 concerns I have been a member for many years. I get reasonably good service via phone- much dependent on the agent. All of my stays have been A+. Great venues and great treatment by the staff at various properties. Two issues need attention. Often when I am using points or free weekend night, the pay night(s) are billed at rates higher than the posted rates for the same rooms on the same nights at the same hotels. This smells of greed and unfairness. Secondly and most disturbing is the now more than a year old change in the free night award. I am not concerned that the points awarded have been diminished. That is a business decision. However , not allow us to take the points and buy up additional points to stay at a property of the caliber we choose is actually maddening. What is the harm? Otherwise, you are forcing us to stay at lower quality properties or entirely lose out on a perk we earned.

IHG is an outstanding corporation that’s always ready to meet your travel needs worldwide in a prompt, courteous and professional manner. I have been staying at IHG properties exclusively for 16 years. They’re a well-run operation! You’ll find thousands of available properties in the USA in every state. I always get a great night’s sleep in each IHG hotel in which I stay. This is also a tremendous convenience and opportunity to take advantage of IHG’s outstanding and world-recognized rewards program. Their phone app is something I could not do without when traveling. It organizes my travel dates and properties while providing a convenient map with nearby restaurants, attractions and business. I look forward to travel because I know IHG is right there with me—either a phone call away or via their terrific app. Join them. You’ll find it’s well worth it.

This app does not or is designed not to work when you need to cancel or modify a reservation. I am a spire elite level member an am amazed at my perceived deception of this app. If you are within an hour of the cutoff to cancel or modify a reservation, this app will suddenly have problems. I tried to cancel a reservation and the app(as every time before) suddenly isn’t working correctly. Call the number and you will have on hold until it’s too late. I tried then to modify the reservation, the app says can’t change to the new days as there are no rooms available. Funny though, start a new reservation and the site works great and yes there are rooms available on those dates. This is all very suspicious. Trying a different chain after many many years with IHG.

I have always had the best experience at all of the ihG hotel locations, especially Danbury I-84, they are always very welcoming, accommodating, and friendly!!! I will be in Danbury this weekend, but my usual location doesn’t have availability, so i will be staying at the Bethel location. I have never been there before and I am really hoping that it is just as great of a hotel!!!? Im hoping that it is not further away from where i have to be the next morning of all my stays? Plus, the I-84 location has my headphones that I accidentally left behind at my last stay there and i was planning on just getting them at my next stay. If anyone happens to have some input on the Bethel location, id love to hear it. Thanks so very much! Sincerely, Heidi Baird

I want to start by saying, you have the best prices and I love all the hotels I’ve stayed so far. They acknowledge me as a member and over all my experiences have been good. But, there has been a couple of occasions where you made mistakes and even have a case number but, nothing got resolved because no one bother to call and help me. I’ve traveled to Mexico and stayed at your resorts and wrote 3 times the same review and the hotel never approved the review to go public. It was a bad review because that’s what I got, bad service. I will continue to stay at your hotels but, I hope I never encountered a problem because you do not follow through. I foresee lawsuits if you continue to ignore customers complaints.

We just concluded a weekend starting with September 25th through today September 29th at the Holiday Inn Express in Gatesville, Texas. This is a Christian based prison ministry working nationwide. Our group occupied 25 rooms with one being a handicapped room. I was the person in that handicapped room with the friend who pushes my wheelchair. From the time we checked in with CJ at the front desk to Leesa the front desk supervisor at checkout we were treated very cordially. The ladies in the kitchen, Benita, Courtney, Kingsley and Head of Housekeeping, Ashley, should all be commended on their hospitality, courtesy, and personal service rendered to all of us. We hope that next year in the Fall, we will be sharing your facility. From all of us (54) to all of you, THANK YOU for a job well done.

I’ve stayed with IHG properties many times over the years, and they continue to be my first choice when traveling. The hotels are consistently clean, comfortable, and well-maintained, and the staff always go above and beyond to make guests feel welcome. The IHG One Rewards program is easy to use and offers great benefits, making every stay even more enjoyable. Whether I’m traveling for a quick overnight trip or a longer stay, I can count on excellent customer service, comfortable accommodations, and a smooth experience from booking to checkout. IHG has earned my loyalty, and I highly recommend their hotels to anyone looking for quality, consistency, and outstanding hospitality.

So I never joined a hotel group until now,IHG is the best ,so many benefits so much to offer.. The extra amenities ,the things they offer me are Bar none the best .I even got a Chase platinum premier IHG card which is the IHG premier which will give you platinum status immediately. Honestly I could not ask for more, they are the best. Thank you IHG. From the early check-in’s to the late checkouts to the food and bar credits, I could not ask for more!!!! If you want to get crazy , get the ambassador membership!!!!!!! I did, well worth it, this is not your average membership this is for the elite style!! Just an average guy giving his own opinion I hope you appreciate it!!!

I use IHG for business purposes. The functionality is inconsistent. I have corporate expenses that I need to report on a weekly basis and it would be helpful if the emailing your bill function could be consistent. One week it works, one week it doesn’t. Judging by the other unsatisfied reviews, this app is part of your brand that you should be giving attention with urgency. You’re spending money to upgrade the rooms, there needs to be attention towards your online customers as well. I hope that you take these reviews seriously. These folks (including myself) is what keeps you in business.

IHG’s hotel app is one of the best out there, and where each update actually does serve up what it claims: improvements to its previous versions. Assuming the app development team really does read reviews in order to get input for future iterations: is there any chance to make a small update to the ACCOUNT ACTIVITY section, whereby it shows more clearly whether the points transaction is POSITIVE (added to the account) versus NEGATIVE (being subtracted from the account)? It makes for a more clear high level visual understanding of points movement, without having to read each individual transaction description. I would add the fifth star if this were to get updated! Otherwise, props to the app dev team.

This was one of the best hotels in Chillicothe I’ve stayed in and I’ve stayed at a certain one for almost 2 years every month! I will be changing my stay to here from now on! The beds were amazing, they actually have real body wash and shampoo/conditioner, they have good hand soap and body lotion! I felt like I was living in luxury lol I didn’t however get to get breakfast as I had things I had to do ( visit with my grandma that’s not doing very well and see my adult children) early but my husband liked it! The lobby is so inviting and the workers were all very friendly!! I would recommend this hotel to anyone and everyone!!! Best one hands down 🙌🙌🙌

This bug report is for the process of booking an IHG Army hotel. The app and website are user friendly, but they usually do not show available rooms. I often try to book a room at a hotel, the app and website show no available rooms, call the manager, and she makes a booking for me! The rooms show as available in her system from within the hotel, but not on the app or website. IHG: please fix that bug, to always show available rooms. FYI and to help you fix the issue, I have the latest version of the app, of iOS on my iPhone, and of Edge and of all Windows patches on my Windows PCs

IHG has been such a blessing to our family of five! We do not get to travel all that much as many of you who have little children can understand ha! But when we do get to travel, it’s made our process so much easier to have IHG in our corner. Their customer service is truly incredible and I can tell that they have such a spirit of hospitality to serve their customers well. I know that there are thousands of reward programs out there, but the IHG rewards program has truly benefited us in many ways. We highly recommend themto families who travel even if it’s only once or twice a year!

I spoke directly with Molly Surman the manager at the hotel regarding a billing issue. She made a promise to me that she correct the problem (to my face). She apparently lied. I left a note for her on my bill asking her to correct the problem as she promised, no response. I called her the day after. She promised me again that the problem would be resolved and she would email me to confirm. Again, she did not keep her promise. I called her back. So would not take my call or call me back after I left my phone number. What terrible service and speaks loudly of the lack of integrity of the hotel and horrible service.

My husband and I travel a lot for both business and pleasure. We are always comfortable booking an IHG affiliate hotel. The process is simple and there are so many perks to becoming a member. We usually get upgrades if they are available. There are such a variety of hotels all around the world. We can be at a Holiday Inn Express in California one day and a Intercontinental in Amstel the next week. Either way we know that we will be taken care of. Another area about IHG is booking in the app or online is so simple. And if you have any questions customer service will help you right away.

IHG consistently exceeds my expectations every time I stay at their hotels. From the moment I check in, the staff is warm, welcoming, and eager to make my stay as comfortable as possible. The rooms are always clean, well-maintained, and equipped with everything I need for a relaxing stay. Whether I’m traveling for business or leisure, IHG hotels offer a perfect blend of luxury and convenience. The loyalty program is a fantastic bonus, with rewards that make me feel truly valued as a guest. IHG is my go-to choice for accommodation, and I highly recommend them to anyone seeking a top-notch hotel experience!

Card offers in the app do not apply automatically even if approved. So if it stated that you will receive 300 off of stay by applying, that does not apply automatically. It will not even allow you to link the card to the account to begin using for your bookings. I would not have applied for the card if this was the situation. Booked with bank account, hoping that it will not eliminate the offers if I pay with my debit card, as it does not allow use of the approved credit card, but will soon see.

I stay in a Holiday Inn hotel somewhere every week Monday through Thursday night. I’ve been doing this for 20 years. I always use Holiday Inn clean rooms. Nice people just a all-around great place to stay, good hot breakfast. Plenty of room to park. I’ve stayed in all the other big names hotels Holiday inn is by far the best. HANDS DOWN THE BEST!!!! OH Yeah those IHG Reward points ,, I LOVE THEM!!! I always go on the IHG App and go to the online catalog and spend my points on gift cards for Cabelas and bass pro shop. In 2021. I bought my whole Christmas for my family with points from the IHG rewards. Thanks IHG… Sincerely,Donald Mangum.

IHG Rewards has elevated my travel experiences! The membership benefits are top-notch, from complimentary room upgrades to early check-in and late check-out, making each stay even more enjoyable. The rewards system is straightforward and accumulates quickly, allowing me to earn free nights with ease. Plus, the exclusive member rates help save money while ensuring top-tier service. IHG’s network of hotels ensures that I have a great place to stay whether I’m traveling for business or leisure. Highly recommend this membership to any frequent traveler!

I’ve lost count of the number of reservations I’ve made with the app. It is the easiest thing ever. All the info I want to see is in the app, amenities with images, the reservations match my stated preferences, I can see exact addresses to be close to my accounts. I’ve literally arrived within an hour of making the reservation and the front desk is ready for me. The staff at front desk always thank me for being a member of the rewards program and recognize my level when doing so. I can check in via the app at times. Consistently convenient.

App not opening after update. I can log into the web version, but not the App. Changed password 5 times, called customer care at IHG. Still not launching. IHG has sent this to their IT for further assistance.

This used to be a good app, but it no longer permits logins. Also, if you go to IHG to report login problems, then their chatbot simply locks your account. I’ve been staying mainly at IHG hotels for decades, so congratulations to the devs on making an app so appallingly bad that it reduces even me to zero IHG stays. Other chains have working apps — bu5 judging from this app, IHG doesn’t want our business anymore.

Can log in fine on my desktop. Cannot log in through the app. Keep getting message “something went wrong”

I switched phones and tried to login on the new phone and it gave an error to contact customer service. I checked my old phone and work phone and the app still worked. I logged out of my old phone and tried to log back in and it quit working. I then tried the help and the chat bot automatically reset my password. The new password worked on the website but not the app. Now my work phone no longer works because of the password and I cannot log in. Two calls to their support and they said they would escalate the ticket and call back. Still waiting over 20 days.

As noted before by someone else this app has not been working for about a week now I won’t open up I’ve changed my password three times in the only way I can get in is by going through IHG which is useless. I understand that issues happen all the time but it shouldn’t take a week to fix a bug especially the company the size of IHG

Having hard time for 5 days now, install and uninstall already but the app won’t log in my iphone but I could log in to ipad and web. Inconvenient.

Can’t sign in on the app. Keeps giving a “Something Went Wrong” message. Deleted app and reinstalled. Changed password on web. Still won’t work. Can sign in on web but not on app, so the app is useless and takes up space on the phone for no reason. Called customer service and they gave some excuse about having trouble with the passwords but that was weeks ago and it’s still not fixed.

App will not allow me to sign in. I can sign in online but not on the app

Unable to login. I keep getting the “something went wrong” error message. This has been going for a week now.

Awesome place. Good location.

After a long day of driving it was a pleasure to meet Kelly and Caleb at the front desk. They were able to find us a great room and get us checked in record time. The room is extremely clean and comfortable. We absolutely appreciate the fun and friendly hospitality that they created. It made our day

Haven’t let me down!

Affordable and easy access

Always a great stay

This hotel is amazing! The bed are clean and comfortable. They even give us a breakfast and the foods are great! swimming pool is really clean too! I really enjoyed staying in this hotel! I really recommend this place!

Absolutely love IHG, the hotels and hotel staff are always amazing! So nice to travel with a clean space waiting for you !

I really enjoy using this app to book rooms anytime! It is quick and easy to use! It’s great to find rooms when lots of hotels are booked too! Thanks IHG!

Wonderful App. Wonderful Hotel.

Perfect experience

Easy Booking, great ammenities, clean rooms, excellent rates and perks for IHG members.

Excellent and Excellent and very exciting

Twice I have tried to utilize my Diamond Elite benefits and wasn’t able to. At this status level there are “guaranteed availability” benefits with 72 hours notice. Both times I was told the hotel was booked solid and they couldn’t get me a room even though my status, part of the benefits, included the “guarantee”. I contacted IHG directly online and on the phone. I ended up talking to the manager at the hotel and they got me a room as I stay there for a week every month on average. So, a little disappointed with the higher tier benefit use but love that there are a lot of cities/hotels that I can use my points in/at.

This is a fantastic hotel, great location and the absolute best staff out of the many hotels I have stayed at in Saskatoon

I really appreciate the functionality within the IHG app. Please add the ability to set your checkout time and to check out independently to the app.

Gathering all these points is a waste of money. Use points and cash and it took $5 off the room. That is nothing. And the member rates and the regular person rates are the same. No benefit to having points. Never get late check in, never “greeted as a member” like your surveys always ask. Scammy scam scam as usual.

This hotel is quite and very peaceful and the staff are very nice people

Adding the ability to save all hotels highlighted with the ❤️into a folder/link to quickly refer back to.

I love IHG as a brand and have stayed in its hotels in multiple countries, but this app is all show and little substance. The details as to which amenities are available are confined to a handful of words and photos focus on glamor shots at the expense of actual information. For instance, a “360 degree tour” of one of its NYC room doesn’t even show you the bathroom. In addition, most photos of the bathrooms—when they even exist—show, again, closeups of the mirror or sink. I live in Asia where bathtubs aren’t commonly available and like to choose places where I can enjoy them when I travel, but good luck finding out if IHG hotels even have them in most sites. Finally, when you tap on a room’s pics, it redirects you to the entirety of that site’s photos, from entrance to bars and penthouse photos—not exactly conducive to making an educated choice about which room you actually want to choose. This is likely a lazy developer’s choice rather than a strategic move, and it needs fixed immediately. IHG, your hotels themselves and customer service therein are excellent and feel like a great mix of style and comfort. Please make an app that feels the same, and fulfills its purpose: to give clients the needed information to book a room that fits their needs. Enough with the useless, fancy closeups, unless you’re selling the towels, and not the room itself. Please list ALL amenities, including bathtubs, and provide more thorough photos that show the tubs or showers in their entirety, not just half-shots that repeatedly show them from midpoint up.

Depending on the city, I rotate mostly between Marriott, Hilton, and IHG. The rewards program leaves much to be desired. I struggle to see any value in their offerings. Late checkout, MAYBE. But I feel like late checkout is truly a hotel dependent type of amenity. If it’s available at the hotel for that day, then they were going to give it to you as a guest of their establishment regardless of member status, for the most part. Check in is at 4pm, later than others. They have milestone rewards where you get unconfirmed “upgrades” for your stays but even those are few and far between. And they claim to have no blackout days for rewards redemption but that is not true. Most hotels in my searches for points redemption stays will indicate that no rewards nights are available. And if they are, they only allow you to book the entry level basic room. You can’t even pay more points to book an alternate room/bed type which makes zero sense. The app doesn’t support mobile key. You can’t request services in the app like clean towels or bedding. You can’t even chat with the front desk of the hotel you’re at if you have any questions. If you can take on the arduous task of getting past the useless chatbot that will attempt to derail your attempts to get ahold of a live human at every possible opportunity; then you can (maybe?) get ahold of someone in some corporate call center somewhere but they will not be able to help you out with anything onsite during your stay. So many other brands have more features and amenities that come with entry level rewards membership that it’s hard to find reasons to even bother trying to advance my IHG status level. What’s the point?

I would recommend not wasting your time with IHG . Their app has multiple glitches and their customer service is non existent . I hold Spire Elite membership with IHG and after my recent issues and their lack of assistance I will no longer be traveling with IHG or any of their properties . If you have any type of issues with one of your stays IHG proves to be completely worthless . Most of the time they won’t even reply when you reach out to them and when they do they say “ IHG cannot get involved with property issues , you will have to work it out with the property directly “ . Also if you leave a low star review through the app they will refuse to post it as they only post the higher star rated reviews , thus showing how dishonest they truly are . I have also reached out multiple times on why they refuse to post my reviews and have not received a response . IHG is completely dishonest and worthless . If you look up IHG’s national rating it is very low and a majority of their reviews are negative . Also if you compare them to other reward programs they again rank low . There are many other options that not only have better rewards , but actually care about their customers . I would give IHG zero stars if possible

I’ve used this app for years & it’s been great. But, the last version will not allow me to login to my account. I can login just fine through the web browser. Nothing else has changed on my 11 pro max except doing regular OS updates. Having to navigate through a web browser is getting old & you may seriously loose a multi decade customer over this. But after speaking to “ customer service “ about this three times, I’m not sure you care at all. Please fix your app. Update: The app seems to be functioning and my CC info hasn’t been stolen for 6 months now (which is a great run). So, if your willing to spend a few hours on the phone fighting for the points that you’re entitled to, with an over seas help desk who treats you like YOU are trying to scam THEM, this is the rewards plan for you! Seriously, check your points like a hawk. Especially if you take advantage of any of their special points rates or promotion offers. They count on you not noticing. It’s a garbage rewards plan but if you force them to do what they should, it can be worth while.

I haaate this app. When it works, it works fine enough. But good luck finding it working without any glitches, error msgs or just plain not at all. Todays encounter, trying to quickly get a room reserved WITHOUT having to get on the phone (you know, the confines of having to do this at work) but no, ‘we can’t process your request at this time’. Well, why??? Your issue? Did I do something wrong? Poor internet connection?? So I leave my office so I can make the private call to the actual hotel. “Oh, well we don’t have that room available, that’s probably why it didn’t work.” Ok, so I’ll go back to my office and try for a room that IS available. Besides, I want to do a cash/points split and the hotel can’t do that, HAS to be online. I try again and nope. Still ‘can’t process your request at this time.’ I have to leave my office AGAIN, call the lady AGAIN but she at least remembers to tell me the good news that they can’t offer any points purchases. Well great. I’m just being accommodated at every turn here. Thank goodness they have an app. for that. 🙄🙄🙄🙄

Just made a multi-day Christmas time reservation at InterContinental of San Francisco Mark Hopkins. I have had the IHG app for the better part of a year now. I was attempting to use the app to reserve some activities locally for my wife child and I to do while enjoying our stay. I’ve ran into more problems with this app than any I have EVER used. I haves tried making adjustments to the guests I’m bringing when attempting to make reservations but ever single time it resorts back to just 2 adults. Then after Dozens and dozens of attempts I got it to take 2 Adults 1 Child. Then went to check out for a San Francisco Grand Tour and Alcatraz Tour for the three of us. Filled out all of the pertinent blocks of info including passport info, ie; Passport Numbers, DOB for all parties all credit card info and on then it failed to take it just says “Book Now” at the bottom bar. Scrolled up and down to check and ensure that all info was correct and filled out it was. Hours of checking, clicking and patience and to no avail I have not one thing booked for my trip. Starting to rethink this InterContinental Ambassador and points program. IHG has really got to step it’s game up.

Be sure that you check before booking on this app that the description of a Hotel’s location is accurate. I was misled about a Hotel‘s proximity to the Greensboro Airport, and then insured by the hotel I mistakenly booked at using the app, that my cancellation fee would be waived. All I had to do was call the manager of the indigo hotel in Winston Salem and he would waive it, according to the front desk. Well, the manager did not do that, and by the way, even balked at his hotels association with Holiday Inn. I’ve been on the phone on and off with a Holiday Inn all day, and I still can’t get any reasonable resolution. Proceed with caution when using this app because if there is a mistake, don’t expect customer service to help you out. What you might get is your wallet $175 lighter after having to deal with a snarky hotel manager and the customer service team oh thank you for being a gold member and then proceeds to ignore you. I am very disappointed, as I usually start with a Holiday Inn’s when I book business travel. And trusted this app obviously way too much.

One if the worst transactions I have ever made. I made an reservation Thru the app. I showed up at the hotel and they had no record of it. Have them the confirmation and they could not find it. Told me they would cancel the reservation and put me in as a walk-in. I said no because IHG would charge me for not using the reservation. I insisted on calling IHG which I did. After much conversation I was escalated to a supervisor. She confirmed the problem talked to the clerk and it was resolved but alas I ended up billed by the hotel and again by IHG anyway. Double billed. With heroic effort I was able to get a phone number of IHG. then they proceeded to tell me yes there was a mixup but has to be solved by hotel not IHG. SPENT ANOTHER half hour on phone and got a case number. Passing the buck back and forth. Blaming it on the other guy but making me responsible for following up to see if it is fixed. It is almost unbelievable for a customer to be treat this way. A better answer would be @ I will solve this problem for you and call you when it is resolved or with 72 hours if it isn’t. Bad guest relations.

IHG will tell you that you must reset the password to your account to keep it “secure”, but they won’t ever send the password reset link— it’s not in the junk or spam or any place else. So, you’ll chat with their bot for 30 mins until you finally get a real human (allegedly). This supposed human will ask you for your IHG membership number, and when you switch screens to copy this number, it will disconnect you from the chat you waited 30 mins to have. Frankly, it’s all a conspiracy to make you cave and book one of their overpriced rooms without the membership discount, because they never intended to give it to you in the first place. You’ll read this and think I’m just disgruntled, or IHG will remove this bad review. We, the penny pinching hoards, are relegated to the ranks of “consumer”, we have no recourse, we have one job— to hand over way more cash than is justified. If there is anywhere else you can stay— stay there. IHG is just a lesson in getting jerked around.

This app (and the whole IHG thing) is not all they make it out to be. First, I am a “Diamond Elite” member. According to the hype, I get all kinds of perks - NOT. About half the time, I can call the hotel direct and get a better price if I have the time so the app is handy for that. I’ve even had people at the counter tell me that they can give me a better price. Second, any time I use points to get a room, the rooms are VERY limited or non-existent. Third, other “perks” are equally as useless - “Free room upgrades”, for example. To get one, you have to wait until you’re 24 days out to try and get it. Good luck! After they make you wait, then it’s, “Oh, we’re so sorry. All those rooms are sold out.” Yeah. Thanks for nothing. If you travel a lot like I do, you can get hundreds of thousands of points for free rooms but don’t count on any perks. They are just good PR talk.

IHG has become a huge disappointment and this coming from a Spire member who has invested a considerable amount of time with them. I’ve been trying to track down the status of my Reward Nights Faster, but that’s virtually impossible apparently. I don’t know why IHG has to make it such a secret to find. Secondly as a Spire member you’d think that my stay preferences would be at least somewhat honored, but nope I’m usually on a lower floor and close to the elevator... exactly the opposite of what I prefer. Thirdly when I do stay at a Hilton or Marriott I get a room that matches my preference and almost always upgraded with just basic status. Lastly it’s really nice that Hilton lets you pick the room location of your choice within the category you booked. This is amazing and makes you feel like you’re preferences are valued and they want to empower you to have options. It’s been a enjoyable 12yr run with IHG, but I see my time coming to am end with them over simple oversights constantly by IHG.

If ever in eastern Carolina avoid the Selma location off Equity Dr near the outlets. The GM Kelly Pope and the from desk worker will make it abundantly clear that being a Diamond Elite member means your just another random person off the street at least that what she told me. She also let it be known don’t bother with your little complaint to corporate because they always side with the locations policies as she was “putting notes” in the complaint form she received in regards to her staff. I can’t lie she wasn’t lying she was able to shut down out complaint to corporate I haven’t heard back from them yet. So in short go somewhere else where they actually value you not just as a loyal customer but also as a human being. Even if you have to spend a few more $$$’s you work hard for your money and don’t deserve to hand it over to some corporation whose LITERAL business is hospitality but actually treats you with hostility.

I have been a member of IHG for 17 years and am a platinum member. Me and my family have stayed at the holiday inn express in Catoosa ok several times. The hotel is clean, rooms are great and in the past all of the staff have been friendly. My family and I reserved two rooms for today and I checked in around 3 pm and asked Julie, the desk clerk if we could have our rooms next to each other. I then asked if she could switch rooms with someone that hasn’t checked in and she responded with a very sarcastic tone and sarcastic look on her face that she would try! I was very stunned about her response and said I wasn’t trying to be rude. She said you are being pushy. Really? One question and I’m being pushy! Julie is so rude and the behavior is unacceptable. Although I like this hotel why would I come back if this is how I am going to be treated. I hope the hotel owner does something about her behavior. Her bad day is not my my bad day.

My first trip to international so I use my point to book a hotel,so I try to book 10 days . I can only book 9 days and say the room is not avail for that day . But I have check and if I book with cash there is room . I’ve contact IHG Rep, but they have no option or solution to help me . They see what I see in the system . I have a lot of point and would love to use my point but instead IHG customer service can’t do anything. I have one solution to the agent is I can pay with cash but can IHG credit me back with point or help me charge the book and take my points away! No solution . I have check all other website and the price is the same thing , every credit card portal is Same price plus they can get more points when booking with credit card portal . So at the end nothing was solve . Thank you for me trusting IHG . Not a good point account.

The points must have been glitching on app for way over a month now they fixed it because they was tired of me complaining about why was my points so far off. App was saying one thing and it was giving another. I’m trying to figure out why should I have to calculate when your system is suppose to do it for you. Then they still didn’t give us any points for the huge misleading points and inconvenience. We spent at least $1900 to get 5,000 each week instead of getting 39,000 points each week. Like I told them that makes no since we would have just take the money and brought points especially when we could buy $1500 in points and end up with 300,000 points we already spent over $1900. It’s alright to get the 39,000 each week for the three weeks we booked it’s not alright to get 5,000 each week when it was advertised as 39,000 a week. Estimations should never be that far off.

Hilton is our backup hotel family for travel, but the latest version of the app has made it virtually impossible to access rates, make reservations and manage travel without sitting down with a computer or iPad. I can only assume that a recent update has made functionality buggy, as I can no longer see hotel availability or rates after the initial step of searching for a property by location and dates. Deleting and downloading the app again made no difference, so this has become a place to see about the existence of Hilton hotels, but not a tool to plan any actual stays. I liked the recent addition of an option to choose business or personal travel, but the inability to see reviews native to Hilton is also a disincentive to use this app. If I want trip advisor reviews I will go to their platform.

I enjoy the ease of use of the app and customer service was incredibly helpful, but I do have major concerns with the security of this app. This app for the iPhone will not log users out when the password is changed. If anyone else is logged into your account and you change your password, they will still have full access to your account. My ex was logged into my account and was able to cancel a three room reservation in Detroit and book four rooms in Los Angeles. Customer service was able to cancel the new reservations and return my points. While I was waiting on the phone, I changed my password again. The reward points were restored to my account and immediately my ex was able to book 5 more rooms in Los Angeles area. The fraud department confirmed that it was from a trusted device, so it was not fraud. I had to create an entirely new account and have the points transferred, while the existing account was frozen. I spent about three hours on the phone. To confirm this, I logged into my coworkers account and they changed the password. I still had full access to their account after the password was successfully changed.

This app is easy to use. In fact it’s too easy to use. I stay at hotels a lot for work and I had my credit card information saved on the app. I was looking at a hotel and went to swipe out of the app and accidentally hit reserve on the hotel I’d been looking at. Without asking me for any sort of confirmation to reserve a hotel the app made a reservation with the card I had on file. When I called to see if anything could be done about the reservation I was forwarded to someone trying to sell me a timeshare. I ended up losing a deposit on a hotel that I hadn’t intended to reserve. I used to love IHG hotels, they always seem like the safe way to go, but I won’t be staying with them anymore. They have predatory practices and are only interested in the money they make not in their customer’s experience.

With every update the app requires to enter pin / password even though the face id /touch id was enabled. If you enter an incorrect pin, your account is disabled and you have to call customer service which takes about 20-30 minutes before you get a capable human being to answer. I travel for living and am a member of just about every loyalty program there is. Do you really expect me to remember password for every travel loyalty app? If it takes me over 30 minutes to login to your app, I will surely book a room from your competitor. More complex is not necessarily better. Update - now, in order to have your earned points appear in your account, you need to contact ihg and even then there will be an excuse of why they can’t credit them. DISAPPOINTING, and DISHONEST

I often search for long term stays, which would be tax-exempt. I search myriad hotels and compare prices across states. Every stinking time I change, go back to home, add a parameter, or change the rate type, it shows results with taxes and fees, which is a massive price difference, especially depending on the state. I am fed up that I cannot simply run a search without having to hit that button over and over. Fix the stupid problem. It should be a default setting. I feel like IHG was too busy getting its inept bot set up to run a functional app. I actually am a Diamond member who ended up booking another hotel where it was easier to see the price and just book.

It’s horrible, this app needs a major overhaul. Can’t book handicapped rooms very easily. Many times we’re stuck with a hearing room only. Granted they help with our hearing impairments. That doesn’t give the necessary grab bars at toilet and tub. We function fine without a hearing room, not so with the mobility rooms. And the “messages” are almost impossible to erase. It’s like erasing them and then they pop back up. They need a better program or programmer to make these things smoother for the members. Perhaps an “erase all” button to erase all 50 messages would be a nice start. And another two buttons to switch one for physical mobility room and a separate one for hearing room like all of the other chains now have.

Unable to login even after changing the password. New password work on the web, but not the app. Is giving “something went wrong”. Right now, app is useless

App won’t stay open. Crashes whenever I try to enter. Absolutely useless as a traveler. I can’t see my bookings or make additional bookings.

Can’t login

I have just signed up to IHG one rewards program on the IHG website. However, when I tried to login with the same credentials (email, password) on the app, it keeps telling me there is a problem. I tried my credentials again on the website and it worked fine.

Since last update. Can’t log in anymore. Useless app now.

I could not open app upon my return from Asia. I deleted and reloaded twice since Dec 18 and still cannot sign in. It simply spins and then you cannot close it down aside from double clicking home button and swiping up.

Minor problem: it won’t accept log-ins

Unable to sign in on the App for a couple weeks now and each time I call the Diamond dedicated support line they say they will get tech support to fix it but now two weeks later still no joy. I’ve tried my other apps BW and Hilton and Bonvoy they Al seem to work maybe I should use those until IHG decide to fix the issue. I see I’m not alone.

Continue to get “something went wrong, try again or contact customer care” message. Contacted and told it was passed along to tech department.

Nice update, still can’t login…..

Since your last update of your application yesterday, I am unable to connect to your application with iPhone 13 Pro Max , Thank you

Web browser login works fine but app returns an error, as others have mentioned.

App won’t allow signing. Keep getting “something went wrong”.

My account login info works on the website but not the app. Useless

Not able to login to account while IHG.com works fine

As a diamond member who spends tens of thousands a year (200 nights a year), it’s cheaper when you call as a non member than use this app as a Diamond member. Disgusting. (323 a night vs 375 for Galveston for example)

Your new find on map is horrible. It bounces all over. I want to look at a map zoom in and pick the area. If I’m interested I’ll click on it - like it used to be

Cannot tap verify after receiving a security code via sms. The keyboard won’t go away on top of the verify button. I cannot enter the app

Points expired before I could use them. Didn't get any sort of warning or notification. Seems like a scummy thing to do. Would not use this chain again

For some reason, I could not reserve my room on the web. 2 browsers, 3 different cards, failed each time. The app worked but not my preference.

Due to technical issues, I was unable to use the option of cash plus my points. It was one or the other.

App allows you to book a room even though the hotels are completely full. Do when you arrive after a few hours of driving you don’t have a place to stay.

Not a great app. Limited search functionality.