ComplaintsforHoliday Inn Express Hotel and Suites Grants Milan

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel room for a one night stay for a funeral in Grants, NM at Holiday Inn Express. I was lead to believe I was on the Holiday Inn Express website and was unaware I was dealing with a third party. I believe there is a glitch in their system and it booked me for the wrong date and I was unaware of it till days after the wrong hotel stay had passed. So I immediately called the the number on my confirmation email and the person I spoked to on Feb 8th with '*** * ****' told me that they could refund me as well as book me the correct date. Checking my email on Feb 9th, I did not receive anything stating the refund. I called *** * **** today Feb 9th to see what was going on with my refund and they informed me it was impossible to get a refund due to the fact that that date had already passed and the best I can do was to call the hotel in Grants to get them to refund. I called the hotel and the manager said there was nothing she could do due to the fact that it was a third party deal. So I called back *** * **** and they told me that it was the Holiday Inn Express in Grants that is responsible for a refund and neither wanted to refund me even though *** * **** promised me it. So both parties are passing the buck. I don't believe the error was on my part. All I want is the refund for the reservation made for Feb,6, 2022 for 175.73.

  Business response

  04/15/2022

  Good Morning,

  My assistant and I are looking into this guests reservation to see if we are physically able to refund the guest. Generally, when a guest gooks with a third party, even if they meant to book through our site, the third party receives payment from the guest and gives the hotel what we call a "ghost card". What this means is; if we were to charge the card that the third party gave us more than what the agreed rate and tax is, they payment would not go through. Nor would we be able to put money back to that ghost card as it is not connected to the guests actual card or account.

  We are seeing if we are able to process the refund. If we are unable to process that refund, *** * **** will have to process this refund. We have spoken to *** * **** about this and they are not being cooperative with myself or staff.

  We do understand this guests frustrations and we do want to help. Unfortunately there is only so much we can do when it comes to dealing with third party bookings.

  When we have an update, I will send a follow up to the situation on our end.

  Thank you for your time.

   

  Mikkaila W****

  General Manager
  
  Holiday Inn Express & Suites -
  
  Grants/Milan
  Phone: ###-###-#####
  Fax: ###-###-####
  
  ********************************

   

  Customer response

  04/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

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