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.