This is in regards to IHG which owns and operates chains such as Holiday Inn. When calling their so called guest relations number it goes to reservations at which many people speak broken english and understand even less. That is not the real issue though as everyone needs a job even if it IS outsourced. When finally getting through to an actual guest services usually you know as the english is greatly improved. The staff seem to be trained to say the word sorry for things that they can not control of are even responsible for. Calling to speak to IT department is also a no go regarding multiple texts from their so called 'service'. The points acquired during stays expires without notifications even though you are signed up for alerts and such through settings on your account. Repeat business is not much wanted at IHG by there lack of standards and even upholding their own. Many are friendly at this company, but they are not the ones making the decisions to do all of this. Calling to get any help is a complete hassle and usually a waste of time besides upping your own blood pressure. My advice is to try at your own risk, but beware that you may not get what you ask or pay for, points included! Depending on which facility you stay at, a non smoking room reeks of smoke! I suppose that is up to that hotel in iteself, however when you mention anything to IHG they simply do not care because they already have your money! No refund, no credits, only an empty apology which is meaningless considering the cost of their stay there. An apology only works when there is meaning behind it and satisfaction if obtained for the price paid. IHG did not live up to the standards in my case and from what I hear I am not the only one. Seems like they have too much property and staff to handle effectively. Perhaps the COO and CFO need to do some undercover work and stay at their doing? Feedback is also very tagged even for a simple compliment. Name. address, phone, type of guest, where, when etc. That in itself says that they do not care except to tag you the customer. Shame on you IHG!!!