Holiday Inn Express

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI am pleased to tell you that my complaint with Holiday Inn Express in La Mesa has been resolved as of Sunday, May 10th They have issued a credit to my American Express for $ Thank you [redacted] # [redacted] Regards, [redacted]

Company states that the issues have been resolved with the consumer

Attached

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response from the hotel was not truthfulThey did nothing to inspect the room and took weeks to call me back, after further complaintThe manager even acknowledged no one told her about the bug complaintI was at the hotel and witnessed the response time to clean up the dog messI showed the front desk staff the bites on my leg, ankle and footI have pictures tooI had planned for days and had to pack up and check out early and checked into another hotel just down the road I expect a full refund Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

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

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

In response to the complaint lodged by [redacted] of his September stay with us at the Holiday Inn Express, Mount Pleasant here are the facts to the best of my knowledge: [redacted] and his guest checked into room 315, an executive suite at 4:pm on Saturday, September 12thOur records show that after being up in the room for minutes to an hour, they returned to the front desk and stated that the room "was dirty with a strong unpleasant odor (like body odor)The toilet was broken and could not be usedThe bed sheets and pillow cases hadn't been changed from the previous guests." The front desk agent offered them another room, which they declined.First off, why would anyone stay in a room that smells so offensively for minutes to an hour? The toilet was found to be in need of some repairs when the front desk agent went up to investigate [redacted] ***'s claim, which is our standard procedure, after a guest leavesThe toilet handle was very loose and needed to be held down to flush so for this inconvenience I refunded [redacted] $plus taxes ($54.50)The front desk noted that the bed had been laid on and the bedroom used, but there was no evidence of a previous guest prior to the Lake'sThe toilet was reported to maintenance and repaired on the 13th.As for the bedding, it is our procedure that the laundry girls totally strip the room of all bed linens and towels before the housekeeper is even told that the guest has departedThen the executive housekeeper writes an "o" to the right of the room number on the housekeeper sheet to let her know the guest is outOnce cleaned the housekeeper will mark her sheet with a "c" to the left of the room number to let the executive housekeeper know that the room is ready to be INSPECTEDOnce the room has been inspected to ensure cleanliness for the arriving guests, the executive housekeeper updates the room as clean in the? Opera front desk system and put a "c" on the Room layout map on the front desk as a quick reference for the front desk agent to see that the room is inspected and ready to rentGuest satisfaction is very important to us so we cover all bases to ensure top notch quality and comfort for our guestsThe TV stand was not broken but the TV itself was loose due to guests turning it to view from the desk area so it was? propped up with blocks for proper viewing until we renovate our entire hotel next month which we are very excited about[redacted] and his girlfriend/wife continue to blast us on every website possible but to this date has never called me or the hotel directly to address thisIn his own comments, he states that they got another hotel room in [redacted] , which is miles away from our hotel, in my opinion, this tells me that their plans changed or they decided it was too early? to stop for the night, because there are closer Holiday Inns? than [redacted] .Attached is all of my supporting paperwork for this complaint which I will be forwarding to our management company and legal department since this couple continues to harass us a month later.Phyllis J S***,General Manager

***,I have spoken with you and addressed your concernsYou did use the room and the amenitiesWe do not refund money for a partial nights stay

Complaint: [redacted] I am rejecting this response because: Response was inaccurate, as I received a message on 10/14/10:12am, I called back immediately to inform my credit card was replaced By the time I called back, [redacted] insisted she would not reinstate the reservation due to special event in town This is clearly against the Terms and Condition per IHG With employee rate, hotel is not to charge until date of arrival I ended up paying $for the stay of the same time Regards, [redacted] ***

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

Good afternoon,I hope this email will find you well My name is Faapoi B [redacted] and I'm a new General Manager for the Baymont Inn & Suite in Murray UtahI am writting in regards of a complaint letter that was received in my office regarding a guest that was unhappy with his stay with us on 02/25/2017.Our number one goal is customer satisfactionHowever in this case one of our guest was not satisfy with the service that we provided for him at our hotel I have reach out to the customer on 03/08/and apologize to him and offer him a complemetry room for his next visit here in SLC also I assure him that I have taken all the necessary step by having ECOLAB pest control company to spray our property and they didnt find anything else inside our rooms I did explain that to the guest and he was happy the step we took to take care of the problem however he informed me that he had to throw away some of his belonging because he was affaid he might have bed bugs on it and he wanted us to reimbursed him for his clothing I did let him know that we are not resposiable for replacing his clothing because it wasnt damage from the hotel and I told him that I woulda been happy to pay for dry cleanning services if he was concern about bed bugs on his clothing but Im not able to reimbursed for his clothing He was not happy with the decision that I made but he thank me for making the effort to reach out to him four times trying to result the issue

I checked into hotel 10/5/@ 2:pmI didn't pay attention to the non smoking signs on my door and I didn't see any non smoking signs in roomOn 10/7/around 11-pm a worker at the hotel named Steve F [redacted] came to my door yelled at me about smoking then threated to take extra dollars off my credit card if I didn't stopThis was the first time any employee came to me about smokingI told Steve F [redacted] I wasn't aware that I couldn't smoke but he had no right to come to my door yelling at me and closed the door because he scared meAll of this should be on camera I was on the 1st floor room I contacted corporate they said they would call me backI then went outside to smoke a cigarette and I saw a manager he was casual but annoyed and said he would handle it I heard nothing back from corporate or himI had a friend come stay at the hotel with me because I was afraid to stay there alone and I had already paid my money for another night @ 6:am on 10/6/A

Good Morning Revdex.com, The matter involving Ms [redacted] has been resolved She will be returning to our hotel for a free two night stay coming in on January 19, We will not be extending an further compensation for Ms*** Please contact me at your convenience should you need any further informationThank you and have a great day [redacted] Holiday Inn Express

Thank you for letting us know about this guest's recent experience with our hotelI apologize if our service did not meet her expectations, and appreciate taking the time to express concern.Our goal is to provide consistent customer relations and product to all guests, Based upon the events described, the guest will not be refunded for the stayUpon booking the reservation, the guest booked an advanced deposit reservationIt is clearly stated and agreed upon before conformation, that the deposit will be taken in full at time of booking and is nonrefundable to receive a discountOur corporate office is in support any guest being held liable for all charges made with an advanced deposit reservation.Thank You,Kaylee SGeneral Ma??g??

Recently, I filed a complaint against the Holiday Inn Express for BedbugsYou said I resolved it Not only did I NOT resolve it, I uploaded pictures of my bug bites and explained that I wanted a letter from the company that they claimed did a checkI could not see it and wanted to contact them.How can you claim I said it was resolved? I would not have been able to write you back and attach pictures of my bites! I cannot believe it.Are you in kahoots w/these people? I also got lied to by themThey said that they tried to contact me, through [redacted] / [redacted] and did notThey said a lot of things about trying to reach me - but did notI detailed everything.I am going to have to use a different way to get justice and against you for closing my file when I did not close it Why did you say that I closed it?Attached are photosIt was a Feb 1-tripI contacted them Feb I wrote you people later as I waited to see if they would contact meAnd no, I never resolved it This makes me infurious! How dare you scam me - you are supposed to be a watch dogI attached several pictures and was lied to by this company and you do this??? I will contact you by phone as soon as I get off workI NEVER said it was resolved!!! [redacted] ***, poet and educator

We received an email regarding a guest service complaintWe have signs up as soon as you enter the hotel as well as at the front desk where guest check into the hotelThere's also a notification on our website that our pool is currently down due to an electrical wiring fireWhen the guest checked in we offered to cancel her reservation free of charge because of the inconvenience of the pool but the guest declinedWe also offered her bonus points and rate decrease to instead of the original rate but again she declined stating she wanted a full refundthe guest also stated that someone entered her room which is also falseA guest that was staying in the room next door to Mrs [redacted] room mistakenly knocked on the wrong room but never entered the roomBefore the guest could enter the room Mrs [redacted] opened up the door, we had surveillance camera's to show the activityIf Mrs [redacted] was truly concerned for her safety I don't think she would've stayed her full length of stay which was a total of nightsI personally would checkout the next day if I didn't feel secure in an unknown locationIn regard's to the "cheaper rate" hotel rates change very frequently based on a number of different reasonsIf the rates go down after a guest booked a reservation then they can cancel and re book but we cannot just change every ones rate every time our rates changeRates do not only go down they also go up so if it were to go up we should change it at the time of the check in and charge the guest more?Noso if the rates do down we aren't going to change the rate at the time if check inI don't feel that she should be refunded because we took sufficient action and tried every option but she declined offer we gave her because she wanted a full refund

According to our records, this reservation came to us via the Holiday Inn Central Reservation SystemThe record indicates we received the reservation # [redacted] at 17:(5:PM) on March 26,(see screen shot #2, New Reservation! for arrival April 28,from " [redacted] .Com" as indicated in the highlighted areas on screen shot # " [redacted] .Com" is a third party internet reservation provider who charges the guest and pays us directly via their company credit cardAt no time are we given access to the guest's credit card informationAt 22:(10:PM) on April 28,2016, we received a cancelation for this reservation via the Holiday Inn Central Reservation System (see screen shot #Cancel)As our cancelation policy is 6:PM two days prior to arrival on weekends, this is well past the time to cancel without penaltyAs you see via screen shot #2, this record was not accessed by our staff until May 2,Every time the record is opened, it is logged in this screenThis indicates to me we were not contacted on the date in questionBecause we only charged " [redacted] .Com" and not Ms [redacted] , I maintain her complaint is with " [redacted] .Com", not the Holiday Inn Express CooperstownIf Ms [redacted] checks her method of payment, I'm sure she will not be able to show a charge from the Holiday Inn Express Cooperstown thereby exonerating us from this complaintIf you have any question, please contact me at the above numberSincerely, Edwin C., CHA General Manager

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was never issued a refund The cooperate office sent me a courtesy check which they said was NOT a refund because of my poor experience I would like a full refund for the money I lost with this reservation Regards, [redacted]

Due to the recent contact pertaining to the guest we have conducted research for the matterWe received notification from our guest relations department that at no time our systems were down or faultyI then Contacted the guest service representative on duty the day the guest claims she called This employee has no memory of the phone callWe have a registration book with all calls and concerns logged from each shift, and this book has no information logged pertaining to this matterThe guest will be disputing this with her credit card company, so we will continue this dispute with the company due to having a strict hour cancellation policy that is sent to all guests at time of booking.Thank you,Kaylee S