Holiday Inn Express Hotel & Suites

Hello,I received a letter from Revdex.com (attached) regarding a guest who booked a non-refundable reservation.1/8/- The guest booked a non-refundable reservation for 1/14/through IHG reservations1/9/- We (the hotel) billed the non-refundable deposit to the credit card provided by the guest.1/13/- Guest called me explaining me that he booked a non-refundable reservation that he cancelled and was billed for, but wanted to be refunded.I explained that under certain circumstances we allow the guest to cancel within hours of the booking if the deposit is not yet taken The guest claimed that he did try to cancel the reservation within hours, but our records show that he cancelled the reservation days later (hours).The guest then claimed that he booked a [redacted] rate and we changed the rate code, but the activity log show that there was no record of a [redacted] booking (log attached) I explained that when you book a non-refundable reservation, while booking, there is a warning that that states this is a non-refundable reservation and asks you to confirm that you do indeed want to book a non-refundable reservation.Since the guest was an IHG Rewards member and he planned to be back in the area; "out of goodwill"; I told the guest I would be willing to credit him the deposit (rate $81.97) toward another night's stay within days (based upon availability).I ask that you remove any and all negative information regarding this complaint.If you have any further questions please feel free to contact me.Best Regards, [redacted] General ManagerHoliday Inn Express & Suites [redacted] ** [redacted] ** [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: there is no customer service shown at allIt was no fault of my own that your machine was having issues on April 9thNor was it my fault you all held my card for over weeks after my stay and gave me the run aroundI was not offered any type of compensation for my inconvenience Regards, [redacted]

Hello,I received a letter from Revdex.com (attached) regarding a guest who booked a non-refundable reservation.1/8/17 - The guest booked  a non-refundable reservation for 1/14/17 through IHG reservations1/9/17 - We (the hotel) billed the non-refundable deposit to the credit card provided by the...

guest.1/13/17 - Guest called me explaining me that he booked a non-refundable reservation that he cancelled and was billed for, but wanted to be refunded.I explained that under certain circumstances we allow the guest to cancel within 24 hours of the booking if the deposit is not yet taken  The guest claimed that he did try to cancel the reservation within 24 hours, but our records show that he cancelled the reservation 3 days later (72 hours).The guest then claimed that he booked a [redacted] rate and we changed the rate code, but the activity log show that there was no record of a [redacted] booking (log attached).  I explained that when you book a non-refundable reservation, while booking, there is a warning that that states this is a non-refundable reservation and asks you to confirm that you do indeed want to book a non-refundable reservation.Since the guest was an IHG Rewards member and he planned to be back in the area; "out of goodwill"; I told the guest I would be willing to credit him the deposit (rate $81.97) toward another night's stay within 365 days (based upon availability).I ask that you remove any and all negative information regarding this complaint.If you have any further questions please feel free to contact me.Best Regards,[redacted]General ManagerHoliday Inn Express & Suites[redacted]
** [redacted]
** [redacted]

Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@pmihotels.com
The guest was locked out of his room by his room mates because he was causing a disturbance in that room. When they would not let...

him in we called the room and his room mates told us they would not let him back in the room because of the disturbance he was causing in the room and that he was intoxicated and they did not want him in their room. The guest continued to bang on the door disturbing other guest in the hotel. The desk clerk notified me of this problem I informed the desk clerk that he could call the police and ask for assistance for the guest or the guest could rent another room but he could not continue to stand in the hallway banging on the door disturbing our other guest as we were getting complaints on him. The guest decided to rent another room in which I was on the phone with the desk clerk during his check in which he was checked into his room at 4:11a.m. The guest gave us his credit card again for the second room and he signed his registration slip which has the rate on it which he initialed. The room was not out of service and we were not full that night as the guest is claiming. I have spoke with this guest several times about this issue and our decision remains the same. We will not be giving a credit to this guest.

From: Rakia H[redacted]<[redacted]@3hgrouphotels.com>Date: Tue, May 2, 2017 at 2:56 PMSubject: Case #We talked with [redacted] and sent a letter to her bank to release the funds. The bank has confirmed that they have received the letter and the next step is on the bank. The bank has...

communicated with [redacted] to update her on the situation and to let her know that it is in the Bank's hands now.Rakia H[redacted]General ManagerHoliday Inn Express & SuitesI-95 Capitol Beltway9101 Basil CtLargo, MD 207743

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: there is no customer service shown at all. It was no fault of my own that your machine was having issues on April 9th. Nor was it my fault you all held my card for over 2 weeks after my stay and gave me the run around. I was not offered any type of compensation for my inconvenience. 
Regards,
[redacted]