Complaint Review: InterContinental Hotels Group and Priority Club

I registered for Priority Club Promotion # 9983 which is a promotion to give me a $25 gift card for each stay, up to five stays.

I never received one single gift card.  I called on Monday September 17 and spoke to Priority Club Customer Service  Rep Liezel (employee number 2811) and she assuredme my gift cards would be mailed, she just needed to obtain approval from a Manager and then my cards would bemailed.  Liezel said she would call me to confirm my gift cards would bemailed.

I never heard anything back. I called again to ask why I had not heard anything back.  I was instructed I was not a targeted person for this promotion even though my registration was confirmed and the Priority Club Service Representative informed me I would be receiving the five $25 cards I had earned.  

The customer service manager Ice was very unhelpful, unsympathetic, and unprofessional.  She stuck to her narrative that I was never eligible from the beginning, despite the fact that my registration was confirmed and Liezel confirmed that I would be receiving the cards.

I complained on their IHG and Priority Club Facebook page - here is their response on facebook, "as you have previously been advised you were not targeted for the promotion in question.  As you were not targeted, unfortunately you were not eligible to receive the rewards.  Your comments have been documented."  

They instructed me to email IHGcare@ihg.com, and I did.  But they never wrote me back.  I even submitted a customer service complaint on their corporate web site - but no response. This is a massive hotel chain.  How can their customer service for platinum members be so awful?