AI agent knowledge

Company Overview and Main Products

InterContinental Hotels Group (IHG) is a global hospitality company operating a diverse portfolio of hotel brands, including InterContinental, Crowne Plaza, Hotel Indigo, Holiday Inn, Holiday Inn Express, Staybridge Suites, Candlewood Suites, Kimpton, Regent, Six Senses, voco, and others. With more than 6,000 hotels across over 100 countries, IHG offers a wide range of lodging options—from full-service luxury to extended-stay and boutique experiences. The company also operates the IHG One Rewards loyalty program, enabling members to earn and redeem points for Reward Nights, Points & Cash bookings, and other benefits.

Refund Policy

IHG’s refund policy varies depending on the rate type and booking method. For Reward Nights or Points & Cash reservations, cancellations made in accordance with the hotel’s cancellation policy result in points being redeposited into the member’s account; however, the cash portion of Points & Cash bookings is nonrefundable. For advance purchase or “Book Early and Save” rates, full prepayment is required at booking and such reservations are nonrefundable and cannot be changed.

Return Policy

Not applicable, as IHG provides hotel stays rather than physical products.

Shipping Policy

Not applicable, as IHG does not ship physical goods.

Customer Support & Contact Information

IHG provides multiple customer support channels. Guests can manage or cancel reservations online via the “Manage Your Reservations” page or call the worldwide reservations and customer care lines. In the United States and Canada, the main contact number is 1‑877‑424‑2449, with additional brand‑specific numbers available (e.g., Holiday Inn, Crowne Plaza, InterContinental). Support is also accessible through the IHG One Rewards app, and digital tools like the Digital Concierge assist with travel disruptions and emergencies.

How to Buy/Engage

Guests can book stays directly through IHG’s website, mobile app, or by calling reservations. Booking directly ensures no booking fees and access to the Best Price Guarantee, which matches lower rates found elsewhere and awards bonus IHG One Rewards points. Members can choose between cash rates, Reward Nights, or Points & Cash options. Booking steps include selecting destination and dates, choosing a rate preference (e.g., Reward Nights), and confirming the reservation. Payment methods include major credit and debit cards. Loyalty members can also manage their account, recover missing points, and redeem points for stays or other rewards through the IHG One Rewards platform.