IHG Hotels complaint: Provided misinformation on phone vs email

Good Morning, I have been very patient for the past week regarding cancelling my reservation. I have been on the phone for hours with no success. In fact I was told on Monday June 12, this would be resolved by the end of the week only to find it was not even escalated to the appropriate parties.

I purposely called IHG to make a reservation rather than schedule online to my reservation would be completely refundable. I was advised on June 8 when I made arrangements for my trip it would be refundable should a cancellation occur. When I read my emails on June 12 it said it was not refundable which I in turn called immediately to rectify this matter. I have spent countless hours and spoke to 3 people with a response they will send it to the hotel. This is completely unacceptable and I would like to have a contact person and address to file a complaint.

I travel often and have never experienced such a horrible experience and wait time on the phone. I would appreciate it if someone would get back to me at either 203-213-9078 or at [email protected] with a contact name and address to escalate this matter.

I am very disappointed with the customer service it has been 5 days and I keep getting a response they will send it to the appropriate people.