Holiday Inn Express

HelloThe guest had booked her reservation online as a Prepaid type Reservation for 1 night, The rules for this type of reservation is that payment is taken immediately, no modify, no cancel, but if the guest should modify or cancel, the charges still applies. Probably guest did not read all...

instructions before clicking to submit the reservation. Therefore room charges applies. Thank you. Your reservation is confirmed.The power of the Book With Us Advantage is in your confirmed reservation.Your Confirmation Number is [redacted]Hotel Information [redacted]) [redacted] Blvd. Anderson , South Carolina United States   29621 Hotel Front Desk: 1-864-[redacted] Add to Favorites Stay SummaryView More Details Of Your StayCheck-In Date:   Sat Jul-04-2015Check-Out Date:   Sun Jul-05-2015Room Type:2 QUEEN BED STE WITH WHIRLPOOL NONSMOKINGNumber of Rooms:1Number of Persons:2   Adults   3   ChildrenReservation Price SummaryView Price DetailsBest Price Guarantee – find a lower price for our hotels elsewhere and your first night is free. Average Nightly Rate$ 125.95  USDPrice for 1 rooms 1 nights$ 125.95  USDTotal Tax ‡$ 13.85  USDEstimated Total Price ‡$ 139.80  USDRate Type:Book Early & Save - Advance PurchaseRate Rules:ADVANCE PURCHASE REQUIRED  Must purchase at least 7 days in advance. Deposit Required:A deposit for the entire stay is due at time of booking.Modify or Cancel Policy:Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply. Next StepsPrint ConfirmationEmail ConfirmationSMS ConfirmationAdd to CalendarView Map / Driving DirectionsView Area AttractionsManage ReservationsChange This ReservationCancel This ReservationDuplicate This ReservationMake Another ReservationView All ReservationsPlease Note:Only the reservation as entered into and confirmed by our system will be honored. Any written or printed confirmation that has been altered may be rejected by the hotel.‡ As taxes and service charges may fluctuate from the time a reservation is made until the actual stay and during the actual stay, the Total Price is an estimate. Estimated price includes Room rate, Extra person charges, Total tax and Total hotel charges.As exchange rates may fluctuate from the time a reservation is made until the actual stay, the confirmed rate is guaranteed in the hotel's base currency.CHANGE RESERVATION    MAKE ANOTHER RESERVATIONPowered by [redacted]® Plus, the [redacted] hotel reservation system.

Response from the business taken over the phone on 11/3/2015 at 1:48PM by Revdex.com staff (**)
Spoke with Jerrod from the business and was advised the consumer will have to contact him directly at 216-443-1000 ext. [redacted] to confirm proprietary information. Business agreed to then forward a copy of...

the receipt to the consumer.

Initial Business Response /* (1000, 10, 2015/07/29) */
The hotel renovations were disclosed numerous times to the hotel lodging association that booked the rooms for this team. This is a contractual legal issue between us and the booking agent. I have spoke with both the team manager and the...

housing agent in regards to this. The hotel is not offering compensation on these rooms since we DID disclose this to the booking agent. We have paid full rebates and commissions to booking agent on these rooms already. NO COMMENT FURTHER

Thank you for letting us know about this guest's recent experience with our hotel. I 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 stay. Upon booking the reservation, the guest booked an advanced deposit reservation. It 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 discount. Our corporate office is in support any guest being held liable for all charges made with an advanced deposit reservation.Thank You,Kaylee S. General Ma??g??

The purpose of this correspondence today is to update your company on ID number: [redacted].We had tried to contact this guest on 2 separate occasions without a response. We were in no way dodging this guest and wanted to take care of the issue.  The guest would have been...

automatically refunded if it had not been for multiple credit cards being on file. This created a situation where we had to get in contact with the guest to verify which credit card the refund should be processed on.  In regards to the breakfast complaint, our breakfast bar attendant had called in sick on short notice and there was a period of time where there was nobody to work on the breakfast bar.  This time period was about half an hour until the General Manager came in to serve the guests himself. Finally, the guest called in and the call was taken by the General Manager.  The guest was refunded in the amount of $50 plus tax.  The guest also stated that he would be staying with us again in the future. The guest stated that he would be calling the Revdex.com to take care of the review he left.  This matter has been resolved in every way. Thank you.Best Regards, Holiday Inn Express - Harrisonburg, VA

Hotel followed the procedures/ and the
policies for the reservation before cancelling the reservation, the same
procedure was used for the every reservation that was booked during the Special
event.  IHG guest relations was contacted by Mrs. [redacted]. IHG guest
relations which is the IHG Corporate for Holiday Inn Express and Guest
relations representative agreed with the Hotel’s decision for the cancellation,
if the hotel was violating any regulations Guest relations Corporate is able to
override hotel's decisions at any time. The special events were set in place
for our Hotel since December 01, 2014.Hotel is not responsible for the guest
choice to book an entire Home/Apt (Badass South Congress Townhouse).  Austin had of availability with better rates
for that specific dates, with lower rates.  There were also Employee rate
available for that specific weekend very close to Austin, (in the Pflugerville,
and Round Rock) I checked.

We had our Pest care provider ([redacted]l) come in on 02/08/18 to do the original general inspection on the room and found no evidence of bugs in the room, we had a guest check in the room a day later and stayed for over a week and had no complaints about bugs.After guest checked out we had Advance Pest Management  come in for a secondary and more in depth inspection, the room was completely taken apart: bed frame moved, mattress and box spring lifted up, head board of the wall and carpet inspected, and there were no signs or evidence of bed bugs in the room.The technician said there is no way the bugs would just disappear without treatment, if they died you will still find the shells of the bugs had there been any in the room.Our House Keeping Manager has also been trained in the matter of how to  identify and inspect rooms for any kind of bug infestation, he did the initial inspection after we received the complaint and nothing was found.With a second inspection done and no evidence of any kind of bugs in the room we consider this a closed case, we did offer Mrs. [redacted] a great discount for future stay but she declined.Should you need anything further from our end please do not hesitate to let us know.Sincerely,[redacted] - AGM

I think there is some misunderstanding here. All what was said in the the complain never happened. The guest did come to the front desk complaining that we over booked his room. After I heard the guest yelling at my front desk agent I stepped forward to to help with the situation I took the guest...

aside and explained to him that no one tried to enter your room and if for his satisfaction I offered to read the card lock to assure him that this did not happen but he refused and walked away. On his returned to the hotel see a new person behind the desk he started is yelling again and once again I over heard this and as he saw me step out of my office he calmed down and walked away. The next morning I was working the front desk and he came down and as he saw me he started screaming and yelling and with abusive tone started saying I did not know how to run this hotel and that we did the same thing to him when he visited us in 2001 to which I apologized to the guest an offered to read the lock again he refused and walked away. Maybe about an hour later he met our maintenance person in the hallway asked him what he was doing and he told him he was cleaning out the AC filters and if he wanted him to come in and take care of his room while he was in the area. He did not want anyone in his room so he refused and went to his room a few minutes later he calls from the room saying that the maintenance man tried to enter my room. Anyway I was able to calm him down and then told one of the front desk agents to take him a Snack Bag showing good faith. Everything was fine till he returned to the hotel in the evening and started again being abusive the the front desk agent again that is when I came out and informed the guest that there is nothing we can do to satisfy your needs while you are staying with us so I need you to bring your things down and check out of our hotel. When he came down I had his money ready since he paid us in cash to which he said I do not need it and that I will be hearing from his attorney and he walked away. While he was packing he belongings in the car I went back to ask him again he he wanted to take his money he was upset so he got into his car to drive away. At that point I informed him that I will be mailing him a check to the address on file. I did that but in a week that check came back to the hotel. I the mean time he contacted Holiday Inn Corporate and raised the same issue. So I reached out to our Corporate office to see if they can get me the correct address as I was not willing to talk with him anymore. They were able to get me his new address at an Extended stay hotel I sent the check to that address and as per my bank on line he has cashed the check.I do apologize for this length explanationKirti A[redacted] (GM)

Review: Reserved a room online, at this hotel, for a weekend trip. Upon arrival and check in at the hotel, we found the room to be dirty with a strong unpleasant odor (like body odor). The toilet was broken and could not be used. The bed sheets and pillow cases hadn't been changed from the previous guests. The TV stand was also broken and propped up by Styrofoam blocks. We went back down to the front desk and informed them that the room was unacceptable for rental and that we were leaving to go to another hotel. They apologized and said no problem and we were all set. Two days later, they charged us the full rate of $176.58 for the room. We have been trying to resolve the issue with them for almost a month. The hotel has only refunded $54.50 so far. We feel we should be refunded in full since the hotel failed to provide what was promised. If the room had been clean and functional, we would not have left. We stayed at another hotel in the immediate area that night.Desired Settlement: $122.08 refunded. Which is the $176.58 we paid for the room less the $54.50 we have been refunded.

Business

Response:

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 4:55 pm on Saturday, September 12th. Our records show that after being up in the room for 45 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 used. The 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 45 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 leaves. The toilet handle was very loose and needed to be held down to flush so for this inconvenience I refunded [redacted] $50 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's. The 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 departed. Then the executive housekeeper writes an "o" to the right of the room number on the housekeeper sheet to let her know the guest is out. Once 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 INSPECTED. Once 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 rent. Guest satisfaction is very important to us so we cover all bases to ensure top notch quality and comfort for our guests. The 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 this. In his own comments, he states that they got another hotel room in [redacted], which is 68.45 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[redacted],General Manager

Review: 1. We asked for a quiet room. The front desk promised us a quiet room. We paid for a room for the 17th, and the 18th of July 2016. The air conditioning unit in the room was very loud. It had a vibration sound and rattled. It constantly turned itself on and off. Each time, woke us up throughout the night. We did not get a restful night sleep. In the morning, we explained the issue to the front desk person at the hotel. They said they would have it taken care of.

The same thing with the air conditioner happened the second night of our stay. We were constantly woke up, and did not get a restful night sleep.

2. We asked and received an extra blanket. The blanket arrived , but it was soiled with what looked, and smelled like spoiled chocolate milk. Very disappointing.

3.The shower head in the bathroom was very dirty. It was coated with a white powder scale.

4. The first morning of our stay. At 6:10 AM. We were the first people to arrive and participate in the complimentary morning breakfast. I dispensed a half cup of orang juice from the machine and drank it fast. It was rank. I spit out what I could. Three hours later, I became very sick. I spent the half hour on a toilet in a public bathroom.Desired Settlement: We would like full refund.

Business

Response:

7/29/16Revdex.com[redacted]Case# [redacted]To Whom It May Concern,I received your letter and complaint from one of our guests and wanted to thank you for bringing this to my attention as I was unaware of the issues that were mentioned. As I'm sure you are aware we do our very best to make sure our guests have a pleasant stay, however it seems we fell short this time. In an attempt to address this I have already given the guest a full refund and have included a copy of his original invoice along with a copy of the refund to show that it has been taken care of. If there are any further questions please don't hesitate to reach out to me and thanks again for bringing this to my attention.Sincerely,Ben J[redacted]General Manager

Review: I booked 2 rooms for my daughter's birthday sleepover party. When I arrived with patents and kids they tried chasing all of us out, saying"we don't do birthday parties." The same lady that booked my room tried telling me no one told me it was ok to have a birthday party there... the same lady that said it was ok!Desired Settlement: Disciplinary actions against the employee and credit for rooms and service

Business

Response:

December 17,2015Revdex.com[redacted]Email: [redacted]ID # [redacted]To whom it may concern:Please note that I’m responding on behalf of Holiday Inn Express & Suites [redacted] at [redacted].First off I would like to state that the guest stated "she had booked 2 rooms for her daughter’s birthday sleepover party,” At the time she came to check in shortly after 3p.m. on December 12, 2015 she had only had 1 reservation showing. There were not 2 rooms booked for the guest, for arrival on December 12, 2015. Also I want to state as showing on additional documentation that I am sending along that she had the max occupancy of 5 people booked for her room. At no time when making the reservation did she state that there would be up to 12 kids and parents occupying the room, or our facility (specifically the pool). Per our brand standards(which I am also sending along for your records) non registered guest are not permitted in the pool. This is a liability issue not only for the hotel but the guest or non guest as well. We do not have a lifeguard on duty at our pool, as it is for registered hotel guests only and swim at your own risk.At no time would any of our employee's give permission for there to be a pool party as it is against the standards. The employee (who also sent in a statement) who has been with us for about a year and a half now is more than aware that we never have held a birthday party at property and has read the standards knowing it is not permitted. This is something that is learned within the first week of training. This property has been open since July 2013 and we have never once held a pool birthday party.At no time did the guest call to book a birthday party, she called to book a room. Seeing that the guest is from [redacted], my question would be, why did they choose [redacted], to try and hold their Birthday party. They probably already called around to the hotels in [redacted] knowing that they as well do not hold Birthday parties on site. No property in [redacted] or [redacted] holds pool Birthday parties due to liability. We did try to accommodate the guest for her accommodation for her room. We also gave her the number for the local YMCA for the birthday party. The guest cancelled her room shortly after 3:30p.m. She said that she had found accommodations elsewhere.Guest did not assume any charges for her reservation as it was allowed to be cancelled up until 6p.m. local hotel time. Guest cancelled well before 6 p.m. and was not charged for the room or the cancellation. The guest was not responsible for any charges.If you have any questions please do not hesitate to reach out to me.Thank you.Shayna B[redacted]General Manger

Review: My family and I stayed at the Holiday Inn Express. Part of the package was free breakfast in the morning. They had an employee call off and they were not able to serve breakfast. They had some food out for people to eat, but it went fast' My family and I waited for an hour and they never brought out any other food. The room was also not cleaned and I brought it to the front desk attention. I tried contacting the general manager [redacted], but he kept dodging my calls.Desired Settlement: I spent $47.13 for breakfast and I want a refund for that amount.

Business

Response:

The purpose of this correspondence today is to update your company on ID number: [redacted].We had tried to contact this guest on 2 separate occasions without a response. We were in no way dodging this guest and wanted to take care of the issue. The guest would have been automatically refunded if it had not been for multiple credit cards being on file. This created a situation where we had to get in contact with the guest to verify which credit card the refund should be processed on. In regards to the breakfast complaint, our breakfast bar attendant had called in sick on short notice and there was a period of time where there was nobody to work on the breakfast bar. This time period was about half an hour until the General Manager came in to serve the guests himself. Finally, the guest called in and the call was taken by the General Manager. The guest was refunded in the amount of $50 plus tax. The guest also stated that he would be staying with us again in the future. The guest stated that he would be calling the Revdex.com to take care of the review he left. This matter has been resolved in every way. Thank you.Best Regards, Holiday Inn Express - Harrisonburg, VA

Consumer

Response:

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 resolved.

Regards,

Review: I started communication with [redacted] about 9 months ago. When we first spoke I told him I was getting married in Taylor's Falls on 9/6/2014. I told him I was wanting 40 rooms for my wedding night at the Holiday In Express. He expressed that it was not a problem and they were able to do that. He called me again a month and a half later to confirm that room rate. I said everything sounds great and ask if he needed a deposit from me at this point. [redacted] told me that he didn't need a deposit from me and that he would contact me closer to the date to make sure everything was still going to plan. I said that sounded great and confirmed that the rooms were being held for me. Then I get a call from [redacted] on 11/25, where he left me a voicemail telling me someone else had booked the whole hotel and he was canceling my contract. He finished the voicemail wishing me good luck finding another hotel.

I am extremely displeased with your company. I find the lack of customer service by Holiday Inn Express and [redacted] is unbelievable. I had multiple conversations with [redacted] about this reservation and never once was it brought up that he could just cancel my reservation and leave me high and dry. I have not, under no circumstances, had someone leave something important (like canceling your wedding hotel) on a voicemail. I find that to be completely unprofessional. Your hotel was referred to me by my wedding venue and I will make sure I tell them about my terrible experience with Holiday Inn Express. I also will make sure they stop referring couples to your company.Desired Settlement: I am wanting at least 25 rooms at your hotel for my wedding date (09/06/2014). I feel like that is more than fair.

Business

Response:

I apologize for the delayed response. The letter was unopened in a low-priority pile as the envelope appeared like a normal correspondence and the holidays have me a bit behind. I just opened it and see I am a few days beyond your requested response time and for that I apologize.

Review: I stayed at the hotel on 23 May 2014. I checked out at 4:00 a.m. on 25 May 2014. The quest service member named [redacted], told me that the computer stated that they owed me money for the room and that she could not provide me with the money because it was too early for her to open the register. She provided me with a copy that stated that they owed me $55.16. Then she said that they also owed me for pet fees and she told me I was getting some monies back because I paid in cash and that I was leaving early and the computer stated that I was owed the money. She then proceeded to give me another statement with the amount of $2.66 owed to me for pet fees. She said for me to call the general manager named [redacted] during the weekday, so that she could send me the money. [redacted] also stated that she would leave both receipts to Ms. [redacted] and explain that they owed me a total of $57.82. Which combined both receipt. I called Ms. [redacted] on 27 May 2014 and she stated that she only had one form and it stated that they owed me $2.66. She asked me to fax the other receipt for which I did and my husband also sent the fax. I called on to check to see if Ms. [redacted] received the fax and was told that they were on the look out for it and it should have been placed on her desk by one of the guest service member. I tired for 2 1/2 days to contact Ms. [redacted] and she never returned my call. On the 2 June 2014, I finally got a hold of Ms. [redacted] and she told me that they would return the $2.66 pet fees and that was all I should receive. I told her that it was combined with the 55.16, the amount that [redacted] told me that I should receive which would totaled $57.82. She said that she would send the $2.66 and hung up. I called her back and asked if she would send a letter stating the circumstances surrounding the receipt of only $2.16. Also, on 2 June 2014, I call the Holiday Inn corporate office and explain the aforementioned, and they stated that they would contact that particular Holiday Inn Express and have them to contact me again to clear the situation. They were to contact me within 48 hours. To date, I have not heard anything and I told the corporate office that I prefer not to speak with Ms. [redacted] because she was rude to me with her tone and she was convinced not to accept my second receipt which was given to me by one of her employees. She does not want to honor what was told to me by one of her employees. I stay at this hotel since it has been there and this is very poor customer service.Desired Settlement: Refund me the amount of $57.82 for which I was told that I should receive.

Thank you

Business

Response:

Ms. [redacted] stayed at the hotel May 23 -25 2014. She paid cash at check in, she made a payment of $238.26 which was the estimated total to cover her 2 nights at a rate of $83.00+ tax and the pet fees of $25.00 per pet per night. The total at check out ended up being $235.60. Ms. [redacted] checked out very early in the morning and when she received her folio the pet fees had not been added to her stay, when she pointed this out the clerk explained it and immediately added the charges and gave her a new folio, there was a credit of $2.5ó. Which the clerk, [redacted], explained to her would be mailed. She now has both folios pre pet fees and after pet fees,

claiming they are 2 receipts, but they are the same, she only paid $238.60 once and for the one room, which the room number and confirmation number are the same on both folios.

I have explained this to her several times, I have sent her a refund for the $2.56 and the following documentation which I also included copies for your review, please let me know if there is anything else I need to do.

Consumer

Response:

I have reviewed the response 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.

Regards,

Consumer

Response:

I have reviewed the response 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 stayed at the Holiday Inn Express on 23 May 2014. I did pay cash at check in. On 25 May 2014, I checked out at 3:30 a.m. and was told by the desk clerk once she printed out my receipt, she stated that the hotel owed my $55.16 because the computer stated that they owed me money because I was checking out early. [redacted] (the desk clerk) gave me the receipt and told me that she could not open the registered and that I would need to contact the manager on Monday. As I was leaving, she printed out another receipt based on what the computer said, and stop me as I was going out the door and said that they also owed me $2.66 cents for pet fees. She gave me the manager's card and told me that she would explain everything to the manager upon her return on Monday. I told her thanks and left. The statement that the manager made in writing to you saying that the clerk explained to me about the pet fees and that the receipts were the same is not true. [redacted] gave me two separate receipts both states "includes room and pet fees. The manager sent me $3.00 in an envelope. They still owe me for the room for leaving early in the amount by subtracting the $3.00 is $54.82. The manager was quite rude and she is not telling the truth. I will continue to pursue this because the pet fees were added to my stay. Again, the clerk only told me that the hotel owed me money. If you need for me to fax my receipts, please provide me with a fax number and I will send them to you.

Thank you for your time.

Mrs. [redacted]

Review: We stayed in this hotel for 5 days, right after walking in our new checked in room there was facial hair and shaving cream in the sink, the bathroom smelled like poo and the carpets had crumbs. We got diarrhea from the breakfast and our room was barely made, just towels and toiletries, the beds werent made, the bathrooms were not cleaned and the floors nor carpets were cleaned, when we brought these concerns they kicked us out and charged well over $1500 of services the dont deliver, the pool had yellow reeking water as well as the hot tub... The would lock us out of our rooms and then be abusive and threatening when that would happen as if it was our fault the locks didnt work... Oh and we have pictures of all this stuff so its not a war of words, we have cold hard factsDesired Settlement: Half of the bill chopped off and apology in writing also an apology to whoever they made the phone call to get us out of the hotel and a permanent note here so people can see what happened

Business

Response:

I am [redacted] representing the Holiday Inn Express in [redacted]. I am responding to the complaint filed by Mr. and Mrs. [redacted] (#[redacted]). We did all that we could to accommodate them at our facility from February 13, 2015 - February 19, 2015. Every request they made, we did our best to meet with providing customer service and excellence as with every guest. Our staff went above and beyond to meet their expectations, with clean rooms and hospitality. When we could no longer extend their stay because of inventory, they became irate. They called the health department, our property passed with no issues on February 23, 2015 in all included departments. They called our corporate complaint line, we responded with all applicable data. I do believe this complaint was not valid. If you require any of the documentation for your records, I will be more than happy to fax copies to you.Due to circumstances, their insurance company provided payment for their rooms ([redacted] - [redacted]).If you have ANY questions or concerns, feel free to contact me.[redacted]Acting General Manager

Consumer

Response:

I have reviewed the response 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 have written proof of their lies, all different versions of why they booted us out feom the hotel, one version to their corporate office, another version for our insurance and the version here on the Revdex.com, we have PHOTOGRAPHIC, evidence and VIDEO of the lack of cleanliness in the rooms and in the food and the pool... PICTURES!!! VIDEO!!! They can argue all they want but HARD COPY evidence pretty much trumps anything.

Theiy operate their business not customer service oriented but just excuses to not comply or fulfill their services. Their staff is poorly trained, they are threatening, rude and the maids spwnd their whole shift smoking in the back of the hotel, is the only time they actually move to do anything.

Regards,

[redacted] And [redacted]

Review: I am a college student at [redacted] and I also play on the Basketball team. So, when I had a day to go home for just one night which was 10/19/2013. I called there hotel earlier that day to specifically ask about getting a room with a "hot tub" because of my legs being sore from practices. the MAN I SPOKE to at the hotel knew that I didn't have a major credit card to reserve the room, but my cousin Alvin Hancock was with me so I told the man that my cousin had a debit card and the man at the hotel told me it was ok and all he needed was the numbers from my cousin debit card, so I gave him the numbers thinking I was being booked for a room with a hot tub. Once I arrived at the hotel, they told me I was down for a regular room. So, I asked if they can just upgrade it for me because the only reason I called that hotel was to have a hot tub room. They proceeded to tell me I had to have a major credit card to do that. So, the man over the phone clearly disregarded what I said on the phone and put me down for a room that I didn't want. I could've went to a little motel room for $60 if I wanted that. So, anyway I left and told them I wanted to cancel because it wasn't what I wanted and then that's when they started telling me they still may have to bill me, and then the next day they took the $140.61 off of my cousin card. And also when I gave the man the debit card numbers to book what I thought was a hot tub room, I told him I wasn't paying with that card. I was going to pay in cash once I arrived. So, basically I feel like I've been scammed and robbed because even tho I keep telling them I know 100% what I asked for on the phone. They're trying to stick together and make it seem like I originally asked for a regular room and then tried to upgrade once I got there which isn't the case at all. So, that's there excuse on why they're allowed to just take that $140.61 and it's jus not right since I didn't stay there and I can't control that the man there put me down for the wrong room initially.Desired Settlement: I would like my whole $140.61 back since I asked for a hot tub room and the guy there put me down for a regular room which I didn't want. Once again if I wanted a regular room I could've went to a small motel. My body was sore from Basketball so I wanted to come home that one night and relax. And ended up getting charged for a room I never stayed in all because I was booked for the wrong room but they're trying to of course twist it around and make it as if I asked for a reg room which is false

Business

Response:

Please allow us to provide background information on the case with Mr. [redacted]

Mr. [redacted] called the hotel directly by phone on the day of October 19, 2014 and asked to book

a room for the evening. Our clerks ask callers their room type preference, whether they want a

room in a smoking or non-smoking area, number of persons, and a credit card number to hold

the reservation. Our clerk booked a standard guest room per the conversation with Mr. [redacted]

The clerk is certain that the topic of "hot tub" never entered the conversation. If so, the clerk

would have gone in to our terms and policies for reserving a specialty suite. Because the room

reserved was a standard guest room, cash could be accepted for payment. This is not the case

with specialty rooms. The clerk also remembers advising Mr. [redacted] of our 24-hour cancellation

policy and stating that since Mr. [redacted] was booking a "same day" reservation, he would not be

able to cancel the accommodations without being billed for the room.

Once Mr. [redacted] arrived at the hotel, he spoke with another clerk who verified his reservation.

Only at this point did Mr. [redacted] ask if a "hot tub" room was available. The clerk stated that a

specialty suite with in-room Jacuzzi was available and that to register for the room, Mr. [redacted]

would need to offer a valid major credit card. The card could not be a check or debit card. Mr.

[redacted] stated that he wanted to pay cash and the clerk explained that cash could be accepted

as final payment at check out but for registration, the hotel needs a valid major credit card. Mr.

[redacted] then excused himself and said that he would check if his friend had a credit card to

check in.

Mr. [redacted] returned with his friend's debit card and stated that it could be processed as a

credit card. At that point, another clerk explained that debit cards are tied to a bank account

but credit cards have a line of credit available to them. We would still need a valid major credit

card to register for the specialty suite.

Mr. [redacted] decided to leave the hotel instead of registering for a room. While Mr. [redacted] was

walking out, the clerk asked if he would still like the standard room because he would be billed

for it. Mr. [redacted]'s response was "go ahead, there's no funds on it". The clerk then ran the card

on the reservation for payment and it went through for the cost of room and tax or $140.61.

Independently owned and operated by Travaglini Enterprises, Inc.

Mr. [redacted] then contacted Intercontinental Hotels Group's Guest Relations department on

October 20th to have the charge reversed.

Our Assistant General Manger then called Mr. [redacted] in response to this case and once again

reiterated that the hotel's charge was valid for the unused reservation and that the topic of

"hot tub" never came up until the guest arrived at the hotel. Mr. [redacted] then insisted that the

General Manager contact him about the case.

On October 22nd, Tuesday, the General Manager called Mr. [redacted] and once more went over

the terms of booking a same day reservation and the fact that the need for a "hot tub" was

never mentioned until he arrived at the hotel.

IHG's Guest Relations Department has supported the hotel and the charge so now Mr. [redacted] is

contacting the Revdex.com to find satisfaction.

Mr. [redacted] admits that he had contacted several hotels on October 19th looking for

accommodations and that he called our hotel because he wanted a better hotel in the area.

Perhaps he lost track of what was said or asked for during each call. Our staff would welcome a

reservation for a specialty suite and would have explained the terms for registering for this type

of room. He simply did not ask until arrival.

The hotel's position remains the same. We honored Mr. [redacted]'s reservation for a standard

guest room. Since Mr. [redacted] did not register for the room, he was billed in accordance with

our cancellation policy. We will uphold the charge.

General Manager

^^Attachments include a screen shot of the reservation in question plus a printed reservation

with the cancellation policy highlighted.

Independently

Review: I have had an issue reaching any member of the management team this past two weeks. I have contacted both the Florence Holiday Inn Express branch located in Florence, AZ, as well as the corporate office, trying to reach a manager at the front desk and have yet to be responded to. Below is a timeline demonstrating my attempts at contact, to no avail.

I made reservations through the 3rd party, [redacted].com, for your hotel from April 10-13, 2014. Unfortunately, I had a meeting that came up that prevented me from making this reservation. I called the branch on Tuesday, March 25th, and cancelled my reservation. The front desk representative that I had spoken to reassured me that she had cancelled my reservation without penalty due to the fact that I had cancelled my reservation within 48 hours of my reservation arrival date.

On Monday, April 14, I found on my bank statement a charge for $303.83 from Holiday Inn Express Florence. I called the branch and spoke to someone at the front desk. First, she told me that my reservation was not cancelled completely, I still had one night reserved under my name and I was charged as a no-show. I explained that I had cancelled my reservation for all 3 nights, to which she told me that she saw that, but I was held to a one-night cancellation fee due to a special event during that time period. I explained that when I made my reservation, I read through the third party confirmation that I booked that I must give my notice by the traditional 48 hour period for cancellation without penalty. At this point she told me that I would have to discuss this further with the front desk manager that was in a meeting, but this manager would call me back in roughly a half hour. I was transferred to a voice mailbox of this manager, and then was disconnected before I could leave a voice mail. Feeling strange, I called back to which I was successfully connected to the voice mail. I left a voice mail.

This same day, I called the [redacted]. I spoke to a representative who reviewed my contract, and said that because I had cancelled within 48 hours, my contract would not hold me liable for a 1 night penalty. This representative told me that the best start to being issued a refund would be to wait for management to call me back. To guarantee a call back, she issued a 48 hour "Must Contact" notice to the branch.

I was never contacted.

After waiting nearly a full week for a response, I called the corporate office again on Sunday, April 20th at 12:15pm. This representative transferred me to the front desk of the Florence branch, where I spoke to a member of the management team at the front desk. Her name was [redacted]. I spoke to [redacted] about my predicament, and how I was not contacted. She put me on hold for roughly 5 minutes to look over my reservation and contract. She acknowledged that I had cancelled my reservation, and told me that because I had cancelled within the 48 hour time period, I should not have been charged a penalty. [redacted] told me that I would be issued a refund for the full amount of $303.83. However, she had to give this to another member of the management team because that Sunday was her last day at this specific branch, and she would not be able to issue refunds on her last day as a supervisor. She told me that I should see the refund posted in my bank account in 24-48 hours, since she would leave word with another manager that same day at 3:00pm to issue it.

I waited to see a refund post in my account. It never happened. I called the branch again on Tuesday, April 22nd. I asked to speak to a member of the management team. I was told that she was not in, but the representative took my name and number down, and told me that the manager would contact me as soon as she came back into the office.

I was never contacted.

After waiting for two more days to be contacted, I called the branch again on Thursday, April 24th. I was told the manager was not in, but that she would be in the next day at 9:00am.

I called again on Friday, April 25th at 10:00am. I was told the manager was not in. She would not be coming in until 3:00pm, regardless of being told 9am the evening prior. I left a note with Monica, the hotel front desk clerk, to have this manager call me back. She guaranteed that she would pass this message on to management when they came in at 3. After hearing this, I called the corporate office. Jennifer, the representative I spoke to at the corporate office, told me that since my reservation showed me as having a one day reservation that I did not show up to, there was nothing the corporate office could do in ways of issuing a refund. She explained that every branch is independently owned and operated, so billing did not go through the corporate office, even though she acknowledged my reservation was probably due to the one night penalty. She suggested that I go through my credit card company and issue a dispute since I could not get through to a member of management. Jennifer called the branch as well, giving the branch notice from the corporate office to contact me when management came in that day.

I was never contacted.

I sent an email to the branch manager, as well as to the sales department, with a full description of my problem and difficulty reaching anyone. I was never contacted.

I have filed this complaint with the Revdex.com because I have tried, and tried, and tried yet again to get a hold of anyone in the management team, and I simply cannot. I have left voice mails, emails, and called numerous times, with absolutely no effort made to contact me back. I am completely disgusted with the inability to reach management at this branch. I simply want to know when my refund will be issued to me. I would like to be issued the refund I was told I would receive in a timely manner. I was told 24-48 hours, and it is now over one week. It has been over 2 weeks since I initially began contacting this branch and have not received a single attempt at contact or notice to let me know this refund is even being processed. It is now exactly one week since I was told I would see the refund in my bank account. That refund has not been issued.Desired Settlement: I would like to be issued a refund for the full $303.83 my credit card was charged in breach of my contract. I gave significantly more time than 48 hours notice of my cancellation and have been acknowledged by both the branch as well as the corporate office that I should be issued this refund for a charge that shouldn't have gone to me in the first place. My attempts at reaching anyone who has the authority to issue this refund have been unsuccessful. My credit card company is now disputing the charge, but the lack of accountability from this branch is unacceptable.

Review: requested refund of our stay there 1/25-30 due to permanent scars on my wife from flea bites while at this hotel. manager saw bites and scars.Desired Settlement: 50,000 points refunded to my ihg account.

Business

Response:

Business states that after a thorough investigation conducted by a third party company([redacted], a reputable nationwide pest control company), it was determined in their findings that no pests of any kinds were found in the guest's room or the neighboring rooms around it. There is also monthly inspections performed into random rooms to ensure the establishment is pest free. At this point, based on the the professional inspection, these insect bites could have not happened at this location. Therefore, no compensation will be refunded at this time. Documentation is available upon request.

Review: I booked a room at this hotel while I was visiting my in-laws in Fredericksburg. Dates 12/24/14-1/2/15. The sole reason for booking the hotel was so my too young children could use the pool. I paid the higher rate at booking in order to be able to cancel the booking at any time. As soon as we checked in we were told that the pool was closed due to a broken heater. I was told that I could use the pool across the street. I did look at the pool across the street at a sister hotel. It was filthy with mice dropping around the interior or the room. The chairs around the pool were rusty and dirty. I walk right back the front desk and told them I would be checking out right away. I was told by the hotel manager, Max, that he would not refund any of my money. I offered to paid for that day and he still refused. The room was booked through[redacted]. I called them right away and they said that I deserve a refund but they needed to get authorization from the hotel. They put me on hold and called [redacted]). [redacted] told [redacted] again that he would not refund any of the money or even transfer me to a different hotel. When I went back to the room I found empty and half full liquor bottles in the room. The room bathroom had hairs in the tub drain. I complained and they did clean the room but since there was no need to stay at the hotel we stayed at my in laws house. I was told that they would not check me out of the room until be departure date. I demanded my money back and was refused. Once back in [redacted] I called the corporate office and filed a complaint. They offered me a free night stay which I declined. They escalated the case to the director of operations and I was told I would get a call back in one week. That never happened. I would like to be reimbursed for the money I paid for the hotel because it was not what I paid for.Desired Settlement: I would like a full refund of the money that I paid for the hotel.

Business

Response:

Revdex.com spoke with [redacted] from the business. The customer made an advantage booking through a third party, these charges are paid prior to checking in for the stay. The customer was refunded $400 of her stay but the customer as the customer did stay the entire booked stay minus one night. A pool is an amenity but it cannot be guaranteed that at one time or another it will not need to be worked on which was the case in this situation. The hotel guests have access to three pools, one that was being worked on, one that is outside and thus closed during that time, and one that is shared with a sister hotel.

Consumer

Response:

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 never got a refund as stated.

Regards,

Business

Response:

Dear [redacted]

This is a horrible place; very hostile staff; food that will make you seek; the pool has green water and their linens stink; right after check in the bathroom and bathtub reek... I asked for another room, the front desk woman barked at me that my attitude wouldnt be tolerated and I could go across the street; the next day I had to take a shower with cold water, the pancake machine was empty throughout the morning; and my room was not done any of the days I stayed there... This place needs to be shut