Holiday Inn Express & Suites Lancaster East - Strasburg

November 2, 2017Hello [redacted],Thank you for reaching out regarding this issue. We were aware of issues this guest had with our hotel.This was their second stay with us in about 2 months. They complained during their ?rst stay andreceived a full refund of their loyalty points they used to pay for...

their stay. The guest returned shortlyafter to stay again. The guest complained again of the same issues. Our staff went to the room toinvestigate the guest concerns and found them to be untrue, but addressed them to please the guest.The guest states that she inquired about cancelling the 2nd night of their stay. This was never addressedwith Guest Services or Management. We allow any guest to check out early without penalty.The guest contacted our corporate guest relations and they had also contacted the guest andapologized forthe inconvenience. Please see enclosed documentation. There you will see that theguest was given 20,000 points back for her inconvenience which equals half of her stay. Unfortunately,l will not be able to offer the guest any further discount.If you have any further questions, please do not hesitate to call me directly at [redacted].In Hospitality,Jennifer A.General Manager