Holiday Inn Express & Suites

Initial Business Response / [redacted] (1000, 6, 2016/11/15) */ Contact Name and Title: Paulette A [redacted] GM Contact Phone: [redacted] Contact Email: [redacted] @aol.com We unfortunately were unable to reverse the charge on Ms [redacted] card as the original card provided declined for the amount of the stay Therefore, we had to leave on her card

Great Customer Service, Excellent Work PerformedVery Happy! Basic T

Complaint: [redacted] I am rejecting this response because: My bank was able to rectify this situation for me and I have received my money back Thanks Regards, [redacted]

Ms [redacted] , We apologize for your experience However, our hotel's policy is that the chetime is 3pm on the arrival date on your reservation and check out time is am on the departure date of your reservation The early check in (is not guaranteed even though it can be requested) by this policy will be after the checkout time of 11am You insisted to check in at 12:am, that is why your bill is for two nights Your credit card was charged only for the amount of your stay The first time you see the charge was an authorization charge I had emailed you an explanation of the charges - the same amount was charged for both nights and there was absolutely no overcharge We take pride in our customer service but I have to adhere to our policy of early checkin being after 11am of the arrival date Otherwise in cases when the hotel is completely sold out we would have to check guests out at mid night and have housekeeping clean rooms at midnight to give room to guests who are checking in at 12:50am - this why we and most hotels consider "early check-in" after the checkout time of am (not midnight) Therefore I am not able to give you a refund Thank you for your stay and I apologize for the issue you encountered

Initial Business Response /* (1000, 6, 2016/11/15) */
Contact Name and Title: Paulette A*** GM
Contact Phone: ***
Contact Email: ***@aol.com
We unfortunately were unable to reverse the charge on Ms*** card as the original card provided declined for the amount of the stay
Therefore, we had to leave on her card

HelloI am not understanding the complaint or the issue in this particular case. Mr *** signed a contract with us, and we completed the work. All was done, and we have had no issues since completionThis past winter, we experienced extremely cold temperatures and freezing below zero
actual temperatures. Mr*** called in after the winter and said he had a leak / drip in his rear sun room. For the record , we completed a very large roof (main roof) and all new gutters. It was brought to MrKings attention that the gutter we would not be replacing was the rear metal gutter that was a BUILT in gutter for his sunroom area. He expressed that this gutter he would like changed, I expressed to him it cannot be done with our system, at the time because it was a BUILT IN once piece metal gutter that is part of the screened in porch. We went out after Mr*** complained about an ice damn in this exact area. We expressed to him that a roof and gutter are made t flow water, not hold ice damns or excessive snow. We further explained that the gutter and area he had an issue with was the exact gutter we did not change. We expressed to him that this gutter, we did not touch or replace, is located at the rear of the property, gets no sun light and also is an open gutter that is clogged. We also expressed that someone has to remove the snow and the ice from this area in the winter, and if that is not done there will be a lot of ice damnsMr *** expressed he had no other leaks and he was happy with our work. Mr *** expressed what could be done, Mr, ling was then quoted with an extensive additional work order, that would us requiring to change the built in gutter, add a fascia board, new leaders, re-direct the water and then install a new larger gutter. We have not heard back from MR *** on this issue.We also informed him what an ice damn is and what causing an ice damn. We completed all the work we promised, but we cannot do additional work for free, as the BUILT In metal gutter was not to be changed by the original contract.We would like to help out MrKing, and he can contact us again, but any additional work outside of the scope form the original contract, is a new work order,Mr *** has an email from us, has a new quote, met with our forman Rafeal and also Spoke to Noel regarding the built in sun screen gutter,THis wa the link for ice damn and what causing them, mr *** was sent thiswith this link***and these thoughts, How to Help Prevent an Ice Dam from Forming:Remove snow from your roof after every stormTo begin with, use a roof rake to clear snow from the edge of your roof upwards of three to four feet immediately after each stormIn addition to helping prevent an ice dam from forming, this will lessen the stress on your home’s roofThe amount of snow and ice your roof can support will depend on a number of factors, including the roof type and the age and condition of the structureBut a good rule to keep in mind is if more than a foot of heavy, wet snow and ice has accumulated on your roof, you should have it removed.Clear downspoutsAn easy way to help snow and ice drain off your roof is to make sure the area around your downspouts is clearThis can help prevent standing water from collecting near the gutter downspout.How Do You Know if You Have an Ice Dam?Look carefully at the icicles around the exterior of your houseIf they are confined to the gutters and there is no water trapped behind them, then an ice dam has likely not formedNonetheless, icicles can pose a danger to people when they fall off, so try to safely knock them down while standing on the ground, ma*** sure not to stand directly beneath themIf you cannot safely reach them from the ground, consider hiring a contractor to help.Check for water stains or moisture in the attic or around the tops of exterior walls on the top floor of your houseStains and moisture may indicate that an ice dam has formed and water has penetrated the roof membrane.How to Remove an Ice Dam:Melt the ice damFill a nylon stoc*** with calcium chloride ice melt, and place it vertically across the ice dam so that it melts a channel through the damIf you try this, make sure you can safely position the ice melt on your roof, and make sure to use calcium chloride, not rock saltRock salt will damage your roofAlso, be aware that shrubbery and plants near the gutters or downspouts may be damaged.Get professional helpIf you cannot safely reach the roof, avoid using a ladder in snowy and icy conditionsConsider hiring a contractor to remove the ice dam.Long-term Tips for Preventing Ice Dams:Insulate your atticMake sure your attic is well insulated to help prevent the melting-and-freezing cycle that causes ice dams to formCheck and seal places where warm air could leak from your house to the attic, including vent pipes, exhaust fans, chimneys, attic hatches and light fixtures.Install a water-repellent membraneWhen replacing a roof, make sure to install a water repellent membrane underneath the shinglesThis acts as an extra barrier that helps prevent water from seeping inside the building

Tell us why hereThis issue has been resolved I spoke with Mrs*** regarding the matterHer Credit Card was issued the money as soon as she calledI also informed her of how this incident happenedA former employee had checked a guest in by the name of *** *** the same name as her
husband *** she failed to realize these two were not the same peopleWhen a new reservation was made her Credit Card was already attached to the profileThis was a a mistake made by our former employee who no longer works here and we are terribly sorry that this occurredI did inform Mrs*** that all traces of her Credit Card had been erasedWe did contact Revdex.com as soon as we got the letter in the mail and had been waiting for a response backThe confusion might of been that there were case numbers sent so the couple of times we called no one called us back because one of the two case numbers had been dismissedWe do apologize for the inconvenience and do not want to be in bad standing with anyone we do business withThank You,*** ***

Good evening,I know the response was supposed to be online, however I do not have a login and my GM is out for a few daysThis guest was actually refunded before this letter got to us. Please let me know if you would like any additional information!***

Great Customer Service, Excellent Work PerformedVery Happy!
Basic T

Our hotel does not allow birthday partiesShe checked in to the two rooms alone and went upstairs to the roomAll of the sudden about kids and one adult came in with pizza, cake and balloonsMy staff called me and I do not allow that many people in the pool area or in two roomsMy staff told
her she needs to check outShe got loud and refused to leave so I called the policeThe rooms were trashed, and I did not give her a refund because of how dirty the room wasShe came back that Monday and started being rude againI told her she was are more than welcome to call me and talk to me about what happened, but no refund would be given

Initial Business Response /* (1000, 5, 2015/06/09) */
When making a reservation you need to provide a valid credit card to guarantee your reservation. Her reservation was for arrival 05/20/15. Her credit card declined and we tried to reach her multiple times and we got no response. Check in time is...

3pm, we held her room until 9pm and she still did not arrive or call back so her reservations were canceled. She then arrived at 3:30am on 05/21/15 expecting a room we were sold out and could not accommodate her. 1st the credit card was not valid and 2nd she did not arrive until a day after her arrival date. Cancellation is 24hour prior to arrival, if the guest cancel after that or does not show up then the guest would be charge but in this case the guest credit card declined so in reality the guest owes the hotel money. No compensation is due to the guest.In the future she needs to provide a valid credit card to guarantee her reservation and contact the hotel directly if she will arrive after the check in time.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I made the reservation on 02/23/15 if there was a problem with the card in error, why wait to the day of the arrival to state so and cancel? Could this problem have been resolved way before the date of arrival?
They stated cancellation is 24 hours; the policy I read was before the night of the arrival you can cancel out! In which I did not call to cancel.
Hotel stated in 24 hours if the client fails to respond in 24 hours they can cancel. The time arrived at the Hotel was less than 24 hours. I believe I can provide proof of the flight, the time I arrived in L.A. And the time I arrived at the hotel.
I was told that the hotel was full up, due to a college graduation ceremony that was going on in that area and a lot of students had register. They simply gave my room away in desperation of a fee!!
I would like this Holiday Inn Express & Suites hotel, and it's manager flagged of their UN orthodox and UN -ethical Business ways, where no one else go through in what me and family went through. Flagg the insensitivity of this manger.
Final Business Response /* (4000, 9, 2015/06/24) */
You are right yes this could have been resolved prior to your arrival if you would have provided a valid credit card. The reservation was not prepaid so there for it would not have been charged on the day that it was made. Cancellation is 24hr prior for the guest to cancel but if the credit card is declined then the reservation is not valid. As a courtesy to you we contacted you a couple of times to get this problem resolved but you did not respond back at all. To prevent this from happening in the future when making reservations please provide a valid credit card to guarantee the reservation. Also notify the hotel if you will be arriving after midnight so that the reservation will not be charged as a no show. I' am sorry but there is no compensation due from the hotel, you failed to provide a valid credit card to guarantee your reservation, so your reservation was canceled.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

To whom this may concern:
 
spoken to [redacted],  we did not have no credit card information or information on there friend. I told this to [redacted]. I informed that her friend would have to call and provide us with the credit card information in order to reverse the...

charges and charge their friends card.  After about a month their friend called and gave the credit card information and we reversed the charges on Miss [redacted] card and charge their friend card.  
Thank you 
[redacted]
General Manager

This letter is in response to case ID [redacted].  I have also included the following documentation to support our side of the situation, a copy of guest relations case notes from IHG, tow signed agreements for rates and room types, and screen shots of reservations made with rate codes.The guest...

checked in on September 3, 2016 for two rooms.  One standard king room and one ADA king room, both reservations were made through our central reservations line (1-800-465-4329) and not directly through our hotel.  The guest signed an agreement for the standard rate of $139.00 plus tax for the standard king room and someone else in their party signed the agreement for the ADA king room which was book at the government discounted rate of $119.00 plus tax.  Both rooms were not under the same individual's name.  When the guest called our guest relations office the guest relations agent explained to them that both rooms had been made through the central reservations agency and that one room was made at government rate for the not in her name due to the guest stating the were traveling on government business.  The agent also told the guest that the government rate is only available to government employees on business travel.The rate of $139.00 plus tax was our standard room reate without any discounts for a standard king room.  Furthermore, even though she did not book a king suite had we had one available we would have been more than happy to move her to a room that better suited her needs.I also reached out to the guest on the number that she left on my voicemail on Monday, September 5, 2016 at approximately 9:30 a.m.  She never returned my phone call to speak about the matters ore in depth.Thank You,Nicole C[redacted]General Manager

Revdex.com spoke to Dennis at business and the following was relayed: There was an issue with a group being incorrectly booked as part of a group they were not with. We were able to straighten the issue out. The customer was given a discounted rate of $159 and upgraded to the King suite.

Ms. [redacted], We apologize for your experience.  However, our hotel's policy is that the check-in time is 3pm on the arrival date on your reservation and check out time is 11 am on the departure date of your reservation.   The early check in (is not guaranteed even though it can be...

requested) by this policy will be after the checkout time of 11am.  You insisted to check in at 12:50 am, that is why your bill is for two nights.  Your credit card was charged only for the amount of your stay.  The first time you see the charge was an authorization charge.  I had emailed you an explanation of the charges - the same amount was charged for both nights and there was absolutely no overcharge.  We take pride in our customer service but I have to adhere to our policy of early checkin being after 11am of the arrival date.  Otherwise in cases when the hotel is completely sold out we would have to check guests out at mid night and have housekeeping clean rooms at midnight to give room to guests who are checking in at 12:50am - this why we and most hotels consider "early check-in" after the checkout time of 11 am (not midnight).  Therefore I am not able to give you a refund.  Thank you for your stay and I apologize for the issue you encountered.

Complaint: [redacted]
I am rejecting this response because:
My bank was able to rectify this situation for me and I have received my money back.  Thanks
Regards,
[redacted]