Holiday Inn Express

Review: We booked a room at this hotel in February of this year for an event nearby. I called and asked if the pool would be open and was informed that it would be. Upon arrival on 05/22/2015 hotel personnel were cleaning the pool and patio area. Meanwhile, individuals outside in the parking lot were smoking [redacted] openly and gambling. The following day when we tried to go to the pool, it was locked. Hotel personnel said the pool was closed and when we asked to at least sit outside on the patio, they would not allow us. There was no place to sit outside that was not always taken and at 9am there was gambling, [redacted] smoking and drinking going on in the parking lot. We requested a full refund and were informed that we could get a refund. Then we were required to pay for one night despite being informed of the full refund.

This hotel misrepresented itself; knowing it was the only in the area. They refuse to accommodate and keep up to their advertisement. Meanwhile, they ignored all of the illegal activity that was going in in the presence of children.Desired Settlement: I would like the one night we stayed there to be refunded based on the fact that we could not go anywhere but our room due to the high level of drug and criminal activity individuals were engaging in. Additionally, we never would have checked in and stayed had we not been lied to about the outside area and pool.

Business

Response:

Dear Valued Guest,I would like to first like to thank you for being a guest at our hotel, as well as apologize for the complaints you’ve brought to our attention. I understand your frustrations, however, we are not required to open our pool before the Memorial Day holiday. Memorial Day fell on Monday, May 25, 2015 and unfortunately, your stay was on the weekend prior. We worked very hard to have our pool opened for that weekend, but the chlorine and PH levels were too high to allow you to swim. We take the health and well-being of our guests very seriously and we could not allow you to go in, or around the pool area. We understand your frustrations but when it comes to your safety, we make no exceptions. Regarding your claims of “[redacted] smoking and gambling” in our parking lot at 9AM the next morning, we were never made aware of the situation, nor did we have a single complaint, not even from yourself. Had we been aware of this, we would have notified the local authorities immediately and had these individuals removed from the property. We had a full house the night before and a lot of foot traffic the next morning so if there was illegal activity happening, especially in such a public area, I am certain yourself, or any other guest at that matter, would have notified us immediately. I personally spoke to you the morning of you checking out and the only issue you brought to my attention was your dissatisfaction regarding the pool not being open. And lastly, I would like to touch on your claims of not receiving a refund. First and foremost, your complaint for a “full refund” was never even requested so your claim of being “denied a refund” is complete falsified. You only requested to check out early and be refunded for the days you did not stay, which we graciously agreed to and refunded back to you. Your room was booked using a third party travel agency. When booking, you are notified that the room you reserve will be paid in full, is nonrefundable and cannot be cancelled. After speaking with you the next morning, and gaging your overall demeanor, I allowed you to checkout without the early departure fee and I also refunded the money for the days you did not stay. I genuinely wanted you to find another hotel that could satisfy your needs so I refunded a non-refundable room. I feel as if our hotel made every effort to rectify the situation prior to you leaving and that we should not have to refund your first nights stay as well.Regards,Management

Consumer

Response:

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.

I find it hard to believe that not one employee of this location was aware of the use of [redacted] and gambling in the parking lot. The night we checked in it certainly appeared that those doing that were associates with the employee. We arrived Friday night and could smell it at that time though said nothing to avoid problems with other people in and around the hotel. Saturday morning before we asked about the pool, three individuals were sitting on the tailgate of the pick up truck by the pool area gambling and drinking. No I did not report this to you; I figured I would handle this complaint via other avenues versus be the one targeted at the hotel. This was an extremely horrible experience and sure the pool was a problem but quite frankly, we would not have stayed with the other stuff taking place in the presence of our 11 year old child. I am not satisfied with the response and based on the activity that weekend, I am not surprised no one said anything. After all, who wants to be the target of what could have turned into a bad situation. If satisfying the customer is the goal then I would say that a full refund is more than appropriate. We will never book a room at this hotel again because of everything combined. This was an awkward experience inside and out.

Regards,

Review: My wife and I are on our honeymoon and stayed one night at the holiday inn express on Gainsboro Rd. in Roanoke Virginia to attend a concert. We were only there one night, and when we checked out, I asked the front desk if we owed any money before we left and they said "no". We proceeded on our way, and the next day checked our bank statement. The hotel's manager (named [redacted]) had billed my debit card for 250.00 with no notice. No phone call, no email, no attempt to contact me at all--just took the money without notice. I called hotel and manager says we were smoking in room and that's why she took money. I explained that neither of us smoke cigarettes or anything else, but that my wife burns incense as part of her religion. [redacted] (hotel manager) says she smelled tobacco smoke and charged money for that reason. She wouldn't listen to me at all and offered no chance to resolve issue. She was very rude, raising her voice at me several times. Nothing was smoked in that room during my stay, and I can prove that neither of us smoke.Desired Settlement: I also want an apology from store manager ([redacted]) along with my 250.00 back. [redacted] informed me on the phone that she had the same problem with a couple of other guests last week in same room. It sounds like she is running a scam to maybe put some money in her pocket as well as people contracted to clean room. Has potential to be a good little scam for her!!! Neither me or my wife smoke anything!! I further feel that [redacted] should be fired and banned from employment at all Holiday Inn businesses, as she has NO tact at all, and obviously has no business being in a position where she deals with general public!! She is definitely costing Holiday Inn future customers and money!!!

Business

Response:

This is in response to the complaint from [redacted]. The guest complains about the $250 smoking fee charge. The guest did indeed smoke in the room. Mr. [redacted] sent similar complaint to our corporate headquarters. The Corporate office is in favor of the hotel's decision about not refunding charge. Mr. [redacted] personally told me that his wife does smoke and if she made a mistake, that he's sorry. I apologized to him and advised him that the charge will remain as it costs the hotel more than $250 to clean a room that has been smoked in and ensure that it can be used as a non-smoking room again. Thanks! [redacted]

Review: I'm writing to complain about the service my parents and I received at Toftrees hotel. I made a reservation with a Visa card through expedia for 5 nights (Oct 1 to Oct 6) for my parents and I received a confirmation email saying that Oct 4 is non-refundable. My parents stayed two nights and they checked out on Oct 3, at 10:40am, because they weren't satisfied with the hotel service. During their stay, they felt very cold in the room, I asked the front desk several times for more blankets, but they never brought any. My mom started coughing and they were very disappointed at their service, so they decided to check out and stayed in my house. Since I was aware of the non-refundable policy, I specifically asked the reservation manager, [redacted], whether we can still get full refund for the rest of 3 nights, she guaranteed us that we will be fully refunded in front of three of us. So my mom paid for the two nights with her Master card and we left. My roommate can testify that she saw my parents stayed in our house since Oct 3 (Letter attached). But on Oct 6, the hotel charged my Visa card for all 3 nights. I called the hotel front desk to explain the situation, at least 8 times, but they refused to discuss with me by saying they were busy or they couldn't do anything. They insisted that according to their computer system, we checked out on Oct 6 at 12:30pm. So I requested to speak with their general manager, but every time I called, the front desk claimed that the general manager was on vacation. I left a voice message to the general manager but he never called me back. I waited for their responses and apologies for two months, they never contacted me, till I stopped by the hotel on both Dec 8 and 9, telling them that if they don't contact me by Dec 12, I will seek help from an attorney. On Dec 12, the room manager, Bryan, called me and agreed that I checked out on Oct 3, but he agreed only to refund me for one night. Then I checked my Visa card and found out they charged me one night, not refund me!Desired Settlement: The hotel made tons of mistakes: (1) they failed to provide good service for my parents; (2) they failed to contact me for two months, which made me very upset and exhausted; (3) the employees attitude towards this is unacceptable, they don't treat customers with respect and honesty; (4) they failed to refund me the correct amount of money, they didnt include the tax I paid for the room occupancy; (5) they charged my card instead of refund me.

Business

Response:

Review: My wife and I stayed at HIE on 4/7/2014 and were assigned room 115. While I was at the fitness room, a man entered our room while my wife was laying down. Obviously this frightened her. He told her he had been assigned room 115. When I returned to our room, my key didn't work. I went to the front desk only to find my wife. She was told we had been "transferred" to room 315. This was done without our knowledge or physical move. My wife was then issued new keys to room 115. In the morning our bill showed the name [redacted] with our address, and credit card. We went to the front desk to correct this. We were told we were in room 315 and were shown a bill with this room. As an aside, I have in my possession this bill and also one from room 115. We tried to straighten out this billing and were assured everything was OK, however, strangely, I was asked to sign another credit card transaction. When I returned home, I went online to check my credit card charges and found three pending bills from HIE--two for $84+ and one for $97+. I just finished talking to the HIE today (4/9/14) explaining the problem and the person ([redacted]) simply put me on an extended hold. There are several issues here--safety (the person walking into our room), accounting, and billing. Moreover, the staff are not helpful at all, rather, they are smug and arrogant (and I might add incompetent and apathetic).Desired Settlement: First, I should only be charged for the one room which we occupied. Second, since they were so lacking in privacy and security, I should be issued a credit for the full price ($84) of the room. Finally, others should be warned that they might want to think twice before staying here.

Business

Response:

Good Afternoon,

In the previous email. I attached Mr [redacted] Folios of his actual stay and the second one of credit issued to him. According to HIE Salem Desk associate's the following took place.

Mr [redacted] checked in on Monday and wanted the Sunday Rate of 74.99 and was given the discounted rate. Mr and Mrs [redacted] stated they were going to give HIE and try as they just had a very horrible stay the night before at a [redacted] checked them in a room on the third floor and they wanted a room on the first floor. The room move was not confirmed in the computer. and the 7-3 shift had preassigned rooms for reservations and

had attached a room key of 115 to the reservation of another guest and when this corporate guest checked in he was given the key to room 115. and proceeded to go this room. He and Mrs [redacted] were back with five minutes. The mistake was investigated and straightened out and Ms [redacted] was given new keys to room 115. Then apparently, somehow an IHG Reward number was attached to 115 and this changed the name on the folio. This was straightened out the following morning when the [redacted] approached the desk. They had the desk associate in tears and every guest having breakfast came to desk to make sure their bill was complete.

Holiday Inn Express Salem only charged Mr [redacted] card one charge.

The Ptac unit was found to be in good working condition and it is controlled by a wall thermostat. The Ice Machine has a grate on it although a guest filling a cooler had removed the grate and laid it on top of the ice machine and did not replace it back after obtaining their ice. The pancake machine was not functional which was due to a sensor

out.

The staff have been addressed on the issues stated in Mr [redacted]' letter to you. His letter to IHG guest services and advised about his posting on Trip Advisor.

Thank you [redacted]

Consumer

Response:

The statement made by the hotel that we "wanted a room on the first floor" is untrue. We never voiced a preference other than wanting a room not near the elevator or ice machine. We were given the keys to room 115 and knew nothing about being assigned to 315 then "moved". It is obvious to me that the desk clerk made a mistake. Furthermore, their comment about [redacted] Inn is exaggerated. We had stayed at a [redacted] where the TV's didn't work. We mentioned that to HIE only in passing to indicate we did plan to watch TV. Holiday Inn Express has issued a credit for this night's stay, therefore, I do not plan to pursue this further. Thank you for your assistance.

Review: There was a $250 fine applied to my debit card on behalf of a "smoking fee". I was not present at the time that my debit card was used for check in to this hotel nor did I give ANYONE permission to use my card. The hotel staff took the card information without my knowledge and allowed someone to sign their waiver with my name on the debit card and without my signature on the waiver form. Even though I have argued with the management at the hotel that there was NO smoking in the hotel room, (in which I was still unaware that my debit card was used at the time of check in) I have not had any type of resolvement. I explained multiple times to the management to check their cameras and they will see several times me walking outside to smoke. I find this very inconsiderate and somewhat illegal to just allow someone to use my debit card without my permission or without me signing anything. I was not aware of such a fee either. Had I known my card was used or even if I was present at the time the person checked in, I never would have allowed my debit card to be used anywhere knowing there wasn't funds to cover shall something happen to the room or a fee be applied.Desired Settlement: I would like $250 applied back to my debit card and the $75 overdraft fees applied back to my account in result of this deduction without my consent. If a bank statement is needed I am glad to provide this to whoever may need.

Business

Response:

Guest had smoked in room. Four hotel employees had verified that the room had been smoked in. There is a charge of $250 for smoking in guest rooms. Entire hallway filled with smoke as we opened the room and entered. Room wreaked of smoke odor. Credit card was given to hotel as a deposit for the room.

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.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]

Review: Although I chose an advertising issue, this will fit Billing, Customer Service, Guarantee categories also.My daughter, a college student, and 3 friends visited friends at [redacted] on Friday October 31, 2014. When their sleeping arraingments fell thru at the last minute, the had to seek a hotel room. They went tho the Holiday Inn Express At [redacted] and obtained a room for the night. he next day my daughter informed me of the rate she paid ($149 plus tax). I thought that this was an extremely high rate and called the hotel. The clerk informed me that the manager was not in but that they raised the rates for [redacted] homecoming.I checked online rates around [redacted] and found reservationcounter.com and their rate for this Holiday Inn Express for Saturday night (I could not duplicate the prevous night) was $100. At the time I could not get a rate online from this Holiday Inn Express, although the clerk did tell me thier normal rate was $119.I did talk to the manager [redacted] on monday and he informed me that they just increase rates for special occasions as normal business practices. He said that he cannot control rates on other sites.I feel that this practice is wrong and that overcharging these 4 girls visiting the school is bad given the recent evnts in nearby Charlottesville. I also feel that if his business is on another site they should honor the pricing or remove their name from these sites. These sites are used by businesses to drive customers to them, if they do not want to honor their pricing, do not allow them to send customers.Desired Settlement: Refund the difference of $149 to an advertised rate of $100 Or at least to the $119 normal rate.

Business

Response:

Our rates throughout the entirety of the year are based on a variety of factors, one of which is supply and demand. October 31st of 2014 was one of the bigger events to come to our area over the course of the year, making our demand very high and as a hotel we only have so much supply to actually offer our guests so the rates for these events is different. Our prices are competitive with hotels of similar quality in our area. This is also something we strongly consider when reaching an agreement on our pricing.

Third party websites may offer additional discounts at our properties but this comes at a cost of agreeing to their terms. These terms could be a difference in cancellation policy, deposits, finders and/or booking fee, To receive the rate from these sites the reservation needs to be made using those sites - we do not price match them at our property because our policies are not the same. The website specifically mentioned in this scenario that was checked for rates has a different cancellation policy than we do directly and also charges a 'services fee' for using their website to book the room. The fee, from what I have seen is roughly 17% on top of the rate of the room.

I also would like to point out that this website is not exactly reliable. As you can see in the picture (attached) - the rate for this hotel says $119 per night but when clicking 'check rates' the rates are suddenly different at $154.00 per night.

The rates on this specific reservation were agreed upon at the time of check-in. It is made clear on our paperwork and guests are required to initial it in agreement otherwise they do not get checked in. In this specific scenario, the rates were agreed upon by filling out the required areas. If the guest did not agree with the rates then we could have pointed them in the direction of hotels with lower pricing to stay within their budget.

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.

If this was such a high demand weekend, why were rooms still unsold after midnight. I have not heard that Halloween and or [redacted] homecoming are such high demand weekends.

Regards,

Review: I had an extremely bad experience with the management staff at the Quality Inn & Suites. When my reservation was first booked the hotel was called the Baymont Inn and Suites. One day prior to coming they informed me because I called that the name changed to Quality Inn. My reservation was given a specific rate of 134.00. But after checking in a friend of mine also checked in at the same rate and discovered that the Baymont was advertising online an 89.00 rate. My friend went to the office when the staff was all training and the computer systems were down. They told him in person they would honor the 89.00 and to have me call. I called the office because we were all there in rooms 203, 233 and 227 for a football tournament. When I called I spoke to an employee who told me they would most likely honor the rate as well and to come in and speak to the Manager and it should not be a problem "at all". When I got back to the hotel I spoke to te manager [redacted] and I told him I was asked to come to the office and speak to him about the rate being adjusted. e immediately got defensive and said who told you that? I said a girl on the phone. He said NO we will not honor that rate and whoever is giving that info is going to get fired. He also said they would not be giving the other two rooms whic were also told. He ten also told me that the other mans credit card was declined. I told him why are you giving me someones private information about the status of his financial predicament? He said well why is he telling you his rate. I said thats public information. he kept yelling speaking rude and I told him not to talk to me that way. I told him I am a manager too and thats very unprofessional. We all felt uncomfortable going to office to eat in morning or to pass by because he was just giving an unpleasant look and rude attitude making our stay very uncomfortable.Desired Settlement: I am desiring that all three rooms be given the rate that was advertised of 89.00 per nightRoom 203- 6/11/15-6/15/15Room 233- 6/12/15-6/15/15Room 227- 6/12/15-6/14/15

Business

Response:

Dear Ms. [redacted], Monday, June 22, 2015Complaint ID: [redacted]We appreciate you taking the time to share your experience. We apologize for the issues you had withyour reservation. I have taken a look at your reservation that was originally booked when we wereBaymont Inn & Suites, and I see our staff honored the rate you booked at $134.00 per night. I am sorry ifthere were miscommunications regarding this. However, we did give you the option to cancel yourreservation completely upon arrival with no penalties or charges when you arrived to check in.We are all working to help this transition go as smoothly as possible. Unfortunately we have had severalbumps along the road. We apologize again for the inconvenience and hope you give us another try thenext time you are around. In addition we have also sent you a personal apology letter outlining yourdisappointments.Sincerely,[redacted]OwnerQuality Inn & Suites3170 Vista WayOceanside, Ca 92056Phone: 760.[redacted]Fax: 760.[redacted]

Review: Made reservations through a website that I thought was the hotels. My husband found a cheaper hotel and I wanted in the area and I wanted to cancel the reservations, after I clicked the send button. I called within 15 minutes of purchase and it was a website www.hotels-and-discounts.com. My first contact was "[redacted]" who stated that, "it was the policy of the Holiday Inn that there were no refunds and that they work for the Holiday Inn." I asked for the Manager who's name given was [redacted] She stated the same thing as [redacted]. I do not believe this is the way to run a business. It is a complete rip off to not refund a person's money for no services rendered.

Product_Or_Service: Hotel Room

Account_Number: It.XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

Complete refund of money per confirmation email, $217.06.

Business

Response:

Business' Initial Response

Ms. [redacted]'s reservation was made through and paid to Expedia.com. We cannot cancel or refund her money... she has to go to them for the remedy which I'm sure they will take care of unless she booked a non refundable reservation.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Please see attached.

Review: I was having problems with the air conditioner in my hotel room working, and address the issue with the front desk at the Holiday Inn Express in Chula Vista, Ca, during my stay with myself, my disabled daughter, my 79 year old mother, and three foster children 2, 3 and 4. I was told by the front to adjust up the temperature, and that would solve the problem. Of course, I was requesting that they send a maintenance person to my room to repair the unit. There was no attempt by the staff of the hotel to rectify the situation through my entire. They gave me an $80 discount off the cost of the final night, because of the issue of the nonworking air conditioner, ants in my room, and the shower head falling off the wall of the shower on the final morning of my staff. Also, the front desk clerk tried to take away the luggage cart from me, while I was trying to load up my vehicle for departure. There was no one waiting for the luggage cart, and they had another one available if any other guests needed it.Desired Settlement: I feel that I was robbed of my money having to stay in a hotel, humid room with bugs. I and my family would have been more comfortable sleeping in my minivan, than the room I was paying for.

Review: I made an online reservation(#[redacted]) for a one night stay in [redacted] Holiday Inn Express for July 31, 2013. Due to schedule change, I later cancelled it. However, the hotel refused to refund my money. I have talked to the general manager but didn't have any positive results.Desired Settlement: Refund $214.93.

Business

Response:

This is in regards to case #[redacted] from [redacted]. Mr [redacted] states that he booked a reservation with us for one night in Kali spell for July 31st, He then later cancelled the reservation* and after calling the hotel was refused a refund. The type of reservation that Mr. [redacted] booked was in fact an “Advance Purchase” reservation. The Terms and Conditions of this rate are as follows;

”*20% discount is limited. Discounts at most participating hotels are less than 15%, Some restrictions apply. At participating hotels. Must book Book Early and Save, Book Eafly and Save reservation must be made afld booked at least 7 days in advance of arrival. Book Early and Save Is limited and subject to availability. Discount offered reflects rang© of discount* ofFBest Flexible Rate available at IHG overall u of J&tuary 2010 as provided to IHG by participating holds. Specific discounts may not be available at all hotels. Rooms aie limited and subject to prior sale. Book Early and Save is not available with room rates negotiated fbr groups of 10 or more, travel industry rates or employee fates. Program terns and participating hotels subject to change without notice. All Book Early and Save reservations are final and require full prepayment fbr the entire stay at time of booking. Payment is non-refundable, No refolds if cancelled or changed. Once a reservation ia confirmed, your credit card will be charged between time of booking and day of arrival fbr the total amount shown, regardless of whether or not the r&servation is used. You will be required to acknowledge that you have read the above prepayment and cancellation policy wh©n making your reservation.”

I have highlighted the part of the Terms and Conditions that apply to Mr. [redacted]’s reservation and him cancelling it Prior to booking the reservation, Mr, [redacted] had to acknowledge that he has read and accepted these terms, As you can sec, it states that if he cancels the reservation, there is no refund* Also, when Mr. [redacted] cancelled his reservation he would have been told this as well.

Please contact me with any further questions!

Review: I made reservations at this hotel for June 21 and 22, 2013. I realized I needed an additional room, which this location couldn't provide, so I cancelled the reservation because another hotel in Walla Walla could provide the rooms I needed. I was told that since I was cancelling so close to arrival, they would not charge me for the second night, but I would be charged for the first night if they couldn't sell out the room. I called my cousin immediately after the call to Holiday Inn Express, and told them of the available room I had just cancelled, since they were looking for a room themselves. They called Holiday Inn Express within the hour of my cancellation call, and were told that room had already been sold, and the hotel was fully booked.I was ALSO charged for the room, so the hotel received double payment for that night. I have contacted Holiday Inn Express 3 times myself, asking for a credit for the approx. $180 I have been charged. All three times I have received a confirming Email, promising resolution, but nothing further. I feel since the hotel sold my rooms, and received payment for them, I shouldn't have ALSO been charged.Desired Settlement: I would like the approx. $180.00 I was charged for a room that they had already received payment for, refunded to me.

Business

Response:

Ms. [redacted] was outside of the cancelation at the time she called to cancel her reservation. As curiously we offered to credit her back if we were able to sell her room. As Ms. [redacted] stated we were able to resell her room and did indeed owe her a credit of the $173.93 that she had been charged.

As I explained to Ms. [redacted] when she called to inquire about the credit, we had gone through a change in management and that the credit had been missed. It did take time to research and verify that the staff did indeed offer her the credit and that the room had been sold. After doing so we applied a credit to the MC that originally had been charge for the full amount on 7/24/2013.

I greatly apologize that it appeared to Ms. [redacted] that we were trying to keep her money after agreeing to resell her room. That was never our intention and we do apologize. I have provided you with the documentation to support my case. if you have further questions please feel free to contact me at anytime.

Sincerely,

GM

Holiday Inn Express - Walla Walla

Review: We stayed at the hotel on Friday April 11 and Saturday April 12. The hotel had booked multiple young girl sports teams in the hotel which took up many of the rooms. These young girls were there without adequate supervision and turned the hotel into an ongoing noisy mass of confusion. At night they ran through the halls shouting and yelling and knocking on each other's doors. They had barking dogs in the room next to us. The girls rode the elevators as a past-time, laying on the floors and refusing to move so that we could use the elevators to get to and from our room. The free-breakfast room was over-run with these same girls leaving no space for anyone else. We complained to the hotel management but they did nothing to solve or alleviate the problem. We checked out early and they did not make any adjustment or concession for the lousy conditions we had to endure. Not even an apology. We were charged a very high rate because the hotel was nearly booked but they did not tell us at the time of booking that they had sold out to a bunch of 10-14 year olds who would be there with little or not supervision.Desired Settlement: We believe there should be a billing adjustment down to 80% of the lowest rate they ever offer at this hotel along with an apology of some sort.

This kind of service is beyond unacceptable.

Business

Response:

It was explained to the guest that this was a very busy weekend throughout the Tri-Cities due to a softball tournament that brought in 183 traveling teams. I apologized for our staffs handling of the unsupervised kids and explained to him what our policy is when it comes to teams coming into our hotel. I explained to him that we will be looking into our policies and procedures and making sure all of our staff follows it completely. A refund of monies paid is not warranted because he stayed at our hotel and received the services and amenities that were promised at the time of reservation.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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. However, I think they make a serious mistake in judgement when they choose to make no adjustment to the bill, citing that it isn't warranted since I did stay at the hotel and received the service. Since the service was very, very sub-standard, I believe a reputable business owner would make an adjustment to the bill. My recourse is that I will not be willing to stay at the hotel in the future and will instruct the businesses I am associated with to also avoid booking there.

Regards,

Review: Spoke with desk clerk several days before check in, was extremely rude with meUpon check in, had me sign a form for car/room that was under another person's nameLuckily I noticed it & asked it be destroyed, he threw it on the counter, acted like I was the one who made the mistakeWe were not acknowledged as priority club membersSince we were already late for a family reunion, we put our bags in rooms & leftUpon return that evening, unable connect to the "free wi-fi" with our smartphones, went to the lobby to inquire & was told by the desk clerk (different one) that he wasn't a techy but in an uncomfortable tone told me he would be happy to come to my room & "check it out"I kindly refusedI decided to use the business center room computer-there was no chair to sit onReluctantly, returned to the desk & reported itThe desk clerk was using the chair from the computer room?! He put it back (later I noticed he was using a chair from the breakfast area)When I tried to get on that computer, it would not work eitherReturned to the roomMy year old daughter, who suffers from rare brain disorder was sharing a room with me & was suffering from a headacheShe complained about the noise the bathroom fan was making I looked up at it & was disgusted by the grime, dust and filth of the fanI told her not to put it on againWho knows what germs flew around from that! I got out my laptop & once again tried to get online with no successAs I was sitting at the table & chairs, I noticed something on one of them & upon investigation realized it was cigarette ash all over it (no smoking facility)Additionally, the hallway carpeting was disgusting filthy & stainedWhen walking on it, your shoes almost felt like they were sticking to itChecked out early as possible next morning, again the rude clerk was on, he spoke not a word, took our room keys & turned his back to usI spoke up to tell him, no we did not enjoy our stay & since he obviously did not care, I would report it
Product_Or_Service: Hotel rooms
Desired Settlement: DesiredSettlementID: Refund
Holiday Inn has reimbursed 1/of points for rm reservations, would like the 10,points for 2nd room reimbursedAlso for the filth, possible health risks & rude employ, would like an add'l 20,points to attempt a decent vacationIf it had not been so late & my daughter was not ill, I would have checked my family out that nightUpon contacting Holiday Inn Corp.was sent "canned" message that comments were forwarded to the location & would be contacted by mgmt.-never heard from them
Business
Response:
Business Response /* (1000, 5, 2013/08/07) */
Dear Mrs[redacted],
I apologize for the delayed response regarding this matter and for the difficulties that you had experienced during your stay in JuneI have called you and left a voicemail this afternoon and would like to further discuss this matter with you personallyRegarding the employee that you had encountered, I can assure you that they no longer are employed with the property, and since my arrival to the property, on June 26, I have worked with the current staff, and hired new employees, to ensure all of our guests are taken care of while staying with us
My understanding is that you awarded 10,points, equal to one night's stay, by IHG's Guest RelationsI would like to award you an additional 10,points for the inconvenience that you and your family experienced at the hotel and with the resolution
Please call me at the hotel at your earlier convenienceI look forward to hearing from you soonThank you and have a great day
Consumer Response /* (3000, 7, 2013/08/14) */
(The consumer indicated he/she DID NOT ACCEPT the response from the business.)
Was treated in disrespectful manner at their location, they have expressed some remorse but have not taken into consideration that I had to pay $to have enough points to book these roomsRequested additional points to "make up" for rudeness and unacceptable treatment during our stayI had hoped to use the additional points to have the opportunity to hopefully change my mind about their hotel group, but have been denied my request

Review: Pre-Booked all inclusive travel accommodation through Orbits. For a roundtrip airfare, and a rental car, and a hotel room for seven days at the Holiday Inn express, mentioned here in. I paid in advance for the trip and was given a confirmation number, confirming my payment-along with my personal bank transcript showing the purchase validated through my checking account. Upon arrival to the hotel I was asked for a credit card to hold the room. Since I was to early to check in and the car rental agent also asked for a credit card to hold against the rental. I did not give the matter much concern. I was told the funds would not be charged against my credit card and would be returned on my departure. Well upon my departure and checkout from the Holiday Inn Express. The desk clerk asked for my credit card to refund the hold the originally put on it . When I checked in. Instead I was charged $100.05 and have been un-successful in obtaining a refund. I have been told that it is an error on Orbitz part . Due to Orbitz not paying the full cost of the room charge. However I have a receipt that showed a zero balance that was placed under my hotel room door the morning I was to checkout. I have called several times. Long distance ,to attempt to rectify the situation. I am now being told that I should wait 5-7 days for a full refund. Well I have been told that 5-7 days the last time I contacted them. I am a blue collar worker, living paycheck to paycheck and it took me along time to save the money I did for this trip. This very important trip to Connecticut. To visit my baby brother who is terminal with brain cancer. I may never see him alive again. My point being. I am already distraught about the trip. Now I need to deal wit the lack of true customer service and the lack of compassion. From people who are supposed to there to serve the public...

Product_Or_Service: No purchases

Desired Settlement: DesiredSettlementID: Refund

I would like-No I demand a refund of the amount I was needlessly charged. That is all I want and I assure you I am the wiser and I will make better choices in the future...

Business

Response:

Business Response /* (1000, 5, 2013/06/20) */

Contact Name and Title: [redacted] Manag

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@rkhospitality.net

Guest was refunded on June 6, 2013. There was an error with a third party reservation that needed to be corrected This error was not the hotels fault.

Review: I called over 4 months ago to book 20 rooms for my wedding guest...they never asked for any of my credit card information...never mentioned about a contract or sending out an email....then when my family goes to book rooms which were already printed on my wedding invitations....which is so humiliating... im so upset and so disapointed in the way I was treated...the girl at the hotel was rude to my fiancee and he is a navy war vet... and her exact words were "so..." She should be fired for talking to my fiancee who has served this country just so she can be on facebook all day doing nothing.

Review: Good Afternoon,I checked into the Holiday Inn Express on Wednesday 01/08/[redacted]4. Our company, [redacted], a division of [redacted], has a direct bill set up with this , and many other Holiday Inns, and many other hotel chains. Upon checking in, they set me up on the company's direct bill, and asked for my personal debit / credit card for incidentals. I specifically asked what they would charge to my card, and they specifically said "$10.00" which would be refunded upon checkout barring any room charges. Three days later, I checked my bank account online, and they (Holiday Inn), had already charged my card for an additional $346.63,it was not a hold, but an actual charge, in addition to the $10.00. I asked management why this happened, they said the General Manager, "[redacted]" always makes them do that. I live out of state, in Texas, and this $346.63 that the Holiday Inn charged me, without authorization, has impacted my wife and children's lives, as that was going to go towards groceries for my family.Desired Settlement: I would like Holiday Inn to immediately reimburse my account for the fradulent charges.

Business

Response:

January 23, 2014

Hello;

My name is [redacted], I am the manager of Holiday Inn Express-Suite of [redacted], Pa. I am responding to the claim that was put in regarding a complaint from one of guests **. [redacted]. Room [redacted], check-in date of 1/8/2014 for the purchase price of $346.63,

**, [redacted] upon checking in was with a company who was to set-up a direct bill account with us, prior to the guest checking in, but was not authorized or complete at that time. It was later that day put into our system. So when **. [redacted] arrived we had asked for his credit card to check-in This is our policy, which then puts an authorization on that card. In addition to that it will show up on his bank reference that it is pending, it was not a charge. When **, [redacted] showed his bank statement it said pending. I explained to him our policy is to take credit cards to check him in. When he came to me, I explained this to him and that I would change it all for him. I then went and made his account a direct bill and returned all charges from his credit card to $0,00 balance. I then called my GM which in turned called **, [redacted] and he explained to him how sorry we were and that he would take care of this first thing Monday, This was on Friday the 10th of January. The GM came in Monday and first thing called **. [redacted]s bank and had them release all pending matters concerning the charge, **. [redacted] also told me he needed this because his wife needed a new water heater and couldn't get any money out of checking account because there was no available funds. So it was all fixed for him Monday. All refunds were returned by 1/13/2014) then to find out 2 days later from one of the managers from that company explained that **. [redacted] had no right doing what he did because he is a self-pay and was charging his company when he shouldn’t have.

Thank you,