In July, 2024 I called IHG customer support to book a stay at a local hotel to me, Voco in St. Augustine, FL. For a trip in November! I wanted to secure an early reservation for a better price point.During the initial booking the representative told me the price for my stay would be $326.33 for the 2 nights TOTAL (before taxes and fees). I asked for a second time to confirm, wrote down this total and the confirmation #.I did not receive an email confirmation.Fast forward to late October, I called back to retrieve the never received hotel confirmation email. Asked the new representative to repeat the quote for the stay and she said “it’s $326.33 per night” I replied “that is NOT what I was quoted.” We opened a claim. Jam was the name of the rep. She said she’d call me back THAT DAY and would be personally handling my case. She never called back.I followed up on my claim on 11/2/2024 and the new case manager said “your claim was approved and you will be credited the difference for the incorrect quote please allow 24-48 hours for someone to call you with the new information and etc.” great, problem solved.3+ days pass and no one calls so I call AGAIN. A new representative (4th-5th person I’ve now spoke with) says “I’m sorry your claim was denied. A new manager opened the case and listened to your phone call, you were quoted correctly” Excuse me?! I proceeded to explain how unprofessional and confusing their communications have been FURTHERMORE during this call the representative even twisted their words at one point saying “yes so it’s $326.33 for the 2 nights” I EVEN stopped half way through and said “wait I’m sorry I must be confused you’re saying my claim wasn’t approved but the weekend is IN FACT $326.33 for the 2 nights.” Replied “oh no that’s per day” WTF!! I requested to open another claim for the back and forth and misinformation for the original issue that I WAS approved for during the phone call on 11/2/2024. The rep DENIED me another claim appeal process and said “No. we will not open another claim for you.”I then asked for some form of discount for the excessive back and forth AND misinformation!! Also DENIED any. Form. Of. Discount. Unbelievable.I’ve NEVER recovered such horrible misinformation and customer service and for them to not even care to mitigate their wrong doings is baffling. I’m also a preferred rewards member with IHG. I will be filing a formal complaint with the Better Business Bureau regarding this matter seeing as the company refuses to support my case AND won’t let me listen to the original phone recording of my conversation with the representative who quoted me incorrectly! They are lying to not lose $400 when they’re a multibillion dollar company. Sickening.
