ComplaintsforHoliday Inn Express
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Complaint Details
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Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My home was out of electric and heat due to a wind storm. I called this hotel and made reservations and paid to stay the night so that my family could shower, sleep, and be safe and warm. When we got there the girl couldn't even open the door to let us in. She finally pushed the door open but we both had to help. She looked at me like I was crazy. She asked if we had reservations. I said "yes, I just called 20 minutes ago." She said " Ok, I can't get into the system. We are out of electric". I asked if the rooms had lights. She said " No. some of them do and some of them don't. And we don't have heat." She said "I don't know why we would have taken a reservation when we don't have power". That is when I said I wasn't staying and asked for a refund. She told me to call back the same number and ask for a credit/refund. We left and stayed at another hotel in another town. I did request a refund/credit and I was denied.Business response
01/23/2024
Good Morning,
Greetings from Holiday Inn Express - Mt. pleasant - Scottdale!
The Hotel is working with 50% Power on that day, the 52 Rooms in the hotel is having full power, The note outside stating that Hotel is working with 50% of Power, the second automatic door is not working be careful. guest dint ready properly also dint come inside the hotel to talk to any of us and also I have investigate with my front desk team they said they never talked to the guest outside the lobby door. The guest never came to the lobby to ask what was the issue and what's going on. The room which was assigned to the guest was having full power and every thing working. Only 16 Rooms don't have power. And as per the IHG policy the same day cancellation wont be possible from our side. Refund is not possible in this case.
Please feel free to contact me if you have any questions or concerns.
Sincerely,
Dev v****** *****
Customer response
01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We specifically asked if our room would be dark. We were told we would not have lights and she added that it would not have heat. Then she said half the rooms have light and heat and half do not. We were told over the phone that there was only 1 room left. I asked when I made the reservation if I could just pay when I got there. He said, " there is one room left. you should pay now"She never indicated that we had an option for a room with light and heat. She said at least twice, " I don't know why we are offering reservations. I can't get into the computer. I can't take calls. We don't have power" If a room with lights and heat would have been offered, we would have taken it. We were tired and cold and frustrated. The last thing we wanted was to leave and drive to Connellsville to get a different room at a different hotel with additional cost. This is completely insane that they are even arguing over this.
They have offered a discount the next time that I book a room. I won't be booking a room. I want my money back, please.
Thank you,
***** ********
Regards,
***** ********Business response
01/29/2024
Good Morning,
Greetings from Holiday Inn Express - Mt. Pleasant - Scottdale!
Refer to your email regarding, The room which was assigned to the guest is having full power because the hotel is having 50% of power and 52 Rooms are having full power. In addition the Front Desk asked the guest that ma'am I will go and check the room first and than I will handover the keys. All the staff working at hotel are fully trained and giving service from last so many years. My team members never says any loose comments to any of our guest or any other person. Further more as per the IHG Policy the same day cancellation wont be possible and 1 day retention charged will be applied.
Hotel 1 phase is working and other phase is not working for few hours and all the keys and registration card are prepared by FD in morning itself.
I am sorry for denying but the refund wont be possible this time.
Please feel free to contact me if you have any questions or concerns.
Thanks
Dev v****** *****
Initial Complaint
10/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We stayed at this hotel due to a wedding (many relatives are having the same problem), and I received a receipt for my stay at $161.34 which was correct. When I checked my credit card statement they charged $211.34 for the night. I contacted them via email and this was their response: The amount of $50 is charged as Incidenos to every guest and it's a fall of at the time of checkout only. The hotel charged you only $161.34. The $50 amount will be credited in 1-2 business days. No where does it mention that there will be an additional charge on your credit card for this, plus it is 3 business days now and the credit was not issued. Other families members are calling the hotel and corporate to get this charge credited with no response. I just want the $50.00 credit for everyone and for other people who may not check their credit card statement fully because again there was no notice aobut this additional charge. I wonder how many of them were not given the credit and what extra money the hotel is keeping. Thank you. I have also attached a copy of my receipt and the email response I received, Thanks again!
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.