Holiday Inn Express

Ms*** *** stayed at the hotel May -She paid cash at check in, she made a payment of $which was the estimated total to cover her nights at a rate of $83.00+ tax and the pet fees of $per pet per nightThe total at check out ended up being $
Ms. *** 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 $2.5óWhich the clerk, ***, explained to her would be mailedShe now has both folios pre pet fees and after pet fees,
claiming they are receipts, but they are the same, she only paid $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 $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

In the operation of every business, customers are occasionally encountered who are rude and unreasonable. The derogatory nature of the guest’s comments about my response to you is indicative of the manner in which she and her husband treated my staff. They were confrontational and demanding, and while she uses the terms “became frustrated” and “grew increasingly frustrated”, to describe their demeanor, those terms don’t accurately describe the level of verbal abuse that was directed toward the staff. The people who were on duty at the time that the guest and her husband came into the hotel have provided services for thousands of guests of most races and ethnic backgrounds. There has never been a prior guest complaint about their conduct. Based on my discussion with them, regarding the guest’s accusations, I am satisfied that their account is accurate and the guest’s account isn’t. Neither of them laughed at the guests and neither of them made a discriminatory comment about the guest or her husband. While the guest appears to have a document which changes the reservation from October to October 6, the fact remains that a mistake occurred somewhere in the system that the guest used to change the reservationOur hotel didn’t receive that information. But, as a practical matter, there was no way to make a reservation for October because the hotel was fully booked with reservations that predated the guest’s efforts. I am truly sorry that the guest was led to believe that she and her husband had a reservation for October 6, but that misconception was the result of a mistake over which neither I nor my staff had any control. I also understand the frustration that guests would feel upon arriving at a hotel and finding that there was no reservation; but, that frustration doesn’t justify the verbal abuse that was directed toward my staff, nor does it justify the groundless claims that have been made to your officeThe guest wasn’t satisfied with my prior response and she won’t be satisfied with this response, but, there was nothing more that my staff could do on October 6, 2015, and there is nothing more that I can do today. Thank you for giving me the opportunity to respond. Sincerely, *** *** General Manager Wheeling Holiday Inn Express

I am rejecting this response because: First of all, they did not try to call me backI looked in my phone history and there was nothing of the sort, plus if he says he did, then why would he not leave a message to me on the voice mail? That's strange. The first time he called was after he got the message from Revdex.com. The person that called said they did a pest control and it was negative, and he insinuated that I should have gone to the doctor IMMEDIATELY which ironically, by default, haad a doctor appointment that very day they showed up! Is there a place to submit pictures? I took picturesThey are, indeed, bed bug bites. He also said he wrote me an email via Orbitz or Expedia and I never got such an emailHe is correctI do not believe him. First of all, just simply not leaving a voice mail if he tried to call which he did not doI have my phone with me all the timeI would have seen a missed callCan he prove it though their history he did? Secondly, I called them twice, the first man was alarmed and said that management would get back to me immediately and did notThen I gave it days, called againThis time I spoke to a gal and she said she would leave a message for managementEvidently he didn't get that second call. He only just today called for the first time, after seeing this. I can prove everythingI have pictures, people who saw and knew when I returnedThe doctor that looked it up, and I did not even notice bed bug bites until I Feb I want to submit photos. This is very wrong to do to a customerAt this point, I do not believe him. ***

Good morning,I hope is well I am response back to the case number *** On 03/21/at 10:18am I had made another phone call to Mr *** regarding this matter again and informed his of the same process that I told him before I have ask him to provide us with a proof of his clothing purchases and will be more and happy to refund his money back We did refund his full stay back so we didnt charge him for his stay but as far as his clothing we need receipt from him so we can reimbursed him for the those item Mr *** told me once before that he doent have any receipt for his clothes and I advise him in order for me to reimbursed him back I do need proof for our accouting purpose I did let him a massage this morning and for him to call me back At this time theirs is nothing I can do for the customers until he show us proof of the purchases of his clothing Thank you.Best Regards,Faapoi B***General Manager

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Holiday Inn Express regarding complaint ID
***
Regards,
*** ***

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

Wasted four days waiting for this company to quote and service my septic tankCalled on a Monday, was told they would be there WednesdayThey no showed on Wednesday and then didn't inform until Thursday afternoon that they would not be coming out to the house due to being too busyI understand they are busy, but they could have mentioned on Monday instead of leaving me hanging on Wednesday and basically half a day ThursdayUnprofessional in every sense of the wordIf I was you I would not waste my time contacting this business

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

On May I went online to reserve a room for nephew's wedding on 10/ I asked for the wedding rate and I even called twice an filed a complaint online which have been ignored by managers I see today months prior to the date they billed me for the amount Number one these people never returned calls, someone hung up on me when I did reach someone

Business states that after a thorough investigation conducted by a third party company(*** ***, 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 freeAt this point, based on the the professional inspection, these insect bites could have not happened at this locationTherefore, no compensation will be refunded at this timeDocumentation is available upon request

Thank you for your responseUnfortunately we are still unable to refund your stay as it was a direct violation of the cancellation policyAll communication between you and the agent on duty regarding your cancellation was entered into your reservation including your response of not caring if you were charged for the cancellation. Again, we apologize for our inability to refund your reservation as it was past the cancellation deadlineWe recommend you review the rate restrictions and cancellation policies when making future reservations as every hotel nationwide as all of them have set guidelines on their respective cancellation policies.Thank you,Kirti A

The customer, *** *** did file the complaint on 1/24/with the hotel's front deskThe hotel performed on due diligence, and had an inspection done by *** *** *** - where no evidence of pest was foundWe have attached to this statement for your records, indicating that no
evidence of pest was found in the room in question.It is important to Note that the hotel did not charge *** ***, as he paid through ***By thc guest choosing to pay for his room through a third party vendor, the hotel has limited abilities for assisting with this refundWe have refunded the funds charged to ***, but it is up to *** to refund the funds paid to *** ***

On January 6, 2018, I was one of the unlucky customers who was there when the hotel was flooded and every floor damaged with water Twice I went into the shower and had to run out Fire alarms went off and we were told it was a alarmThe second time electricity went off and fire alarms came back on, then we see 4th floor floodedLobby was flooded everywhere There was water coming down from the sides of wall and ceiling of lobbyAll floors floodedFiremen were sweeping water but there wasn't any staff in sight to evacuate each floor People were confused and weren't guided in any wayOur room unfortunately was on the fourth floor and we had to take stairs with all our luggage to the lobby Part of the ceiling sheetrock fell on my husband as we were walking by, that is how much water was dripping down NOW, my complaint isn't about what happenedThings go wrong sometimes that are out of the managers control, but his customer service skills are within his controlWe were told that they could do nothing for us and could not find us accommodations elsewhere to call back in or days to see what they could do to make it up to us We had to drive home unexpectedly When I spoke to manager he was very rude saying that they didn't charge us for the nightHe also said they accommodated customers at the Hampton Inn at 4: This was a lie, I left hotel at 5:The accommodations must have come much later on for those who stuck around until the endI explained how we stay there every weekend from January thru March because my daughter is in the development ski program and that I felt he should be able to do something for us A free night, additional points since we are rewards member, something to make up for the stress they caused us during the whole process He said he had no time for ignorant people I was thoroughly disgusted by his lack of customer service skills I asked for his name he said he was the general manager and that his name was Maurice but that by law he didn't have to give me his last name I see his name as Maurice J He said hotel is independently owned and there was nothing I could do to him Well, I can at least spread the truth and make sure others do not have to go through what we went throughI would stay away from this hotel Especially after what happened They are trying to open within a week which would make me think it is a quick patch up job I can only imagine the rooms that had water damage directly since there was water running out of the rooms My daughter is still upset at the condition this story hotel was inHe called me ignorant but maybe he is the one who needs to go to school to learn how to work in the hotel industry Customers beware until there is new management, stay away from this place not worth the headache

I stayed here at this hotelFront desk clerk Nathan made me wait hours before checking me in while he kept letting other customers go ahead of meMy reservations were made prior to my arrivalThis is the second time this clerk has treated me this wayI complained to the manager and the owners of the hotelAlso, the room was not cleanedHad soiled linen on the bed and I did not get any sleep at allThe owner *** *** *** promised to reimburse me of my stayIn the amount of $dollars*** *** *** witnessed this as she was conferenced in over the phone during the whole ordealWe called numerous times and *** hangs up on usI want my money back ASAP

Complaint: ***
I am rejecting this response because:*** didn't follow the proper Terms and Condition per IHG, per previous email attachment fileIHG corporate did not agree with the BUDA hotel's decision, and stated *** left note on reservation to DO NOT REINSTATE Due to the hotel is a franchise, IHG can not override what she had put in the system
When I checked immediately after *** cancelled my reservation and won't reinstate, there was no employee rates available for that weekend and IHG corporate didn't find any or else they would have had me booked it elsewhereI cannot wait last minute to book the hotel and almost all hotel was sold out, that's why I had to go to AirbnbIf *** wasn't wrongdoing, then why would she be all of the sudden so nice??? to look for employee rate around the area for that period of time
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI did not reserve my room through ***.com. I reserved the room through ***.com.my customer service representative was on the phone for over an hour with a regular customer service rep and a supervisorI want my full refundThis is all conflicting information.
Regards,
*** ***

Revdex.com spoke to Edwin at the business and the following was relayed: We have had no contact with the consumerThey reserved a room through a 3rd party company, ***.comThey must have been communicating with themThe 3rd party company charges the guest, we do not have their information and did
not charge themRegarding our cancellation policy, we require days notice prior to reservation by pmThe cancellation we received was from ***.com which was at 10:pm, after the pm time reservation needed to be cancelled byThe consumer should contact ***.com regarding their refund policy, we would have nothing to do with that

*** *** *** was a guest w/ guests in her room as well Unfortunately the did have evidence of her smoking in the room Since we had the registration card signed upon arrival we did charge the card The other members of *** ***'s group acknowledged smoking in this room
We will refund the $smoking fee this time as a one time courtesy. Thank you, Management

See attached

I'm writing a complaint in regard to my previous complaint (** ***)I received a follow up about this complaint after the day response windowTherefore, I will file a new complaint: We originally reserved a room for the evening of Monday, October 5, into Tuesday, October 6thWe changed the reservations to accommodate a room for he, our 18-month-old son and me for the evening of October 6, into October 7thThis change was conducted on Monday, September 28thWhen we went to check into our room, the hotel attendant, a *** *** *pronounce* ***) informed us that our reservation was cancelled, and that your establishment was full with no vacant roomsA gentleman named *** then assisted *** *** informed us of the same information, that our reservation had been cancelled, and that there were no vacant rooms for usAt this point, my husband became frustrated; however, our ultimate goal was to efficiently find a place of dwelling for our infant son as quickly as possibleWe travelled from *** for a total of hours, and our son had grown increasingly restless, and was in need of a place to sleep*** *hen became frustrated because my husband was frustrated and proceeded to say “You’re the ones with the attitude, I don’t know what you want us to doDo you want us to put you in one of the closets?” We received no help, and no empathy for our irritable childAt this poin* *** was laughing at *** reaction, as if our frustration and worry was entertaining to herI then interjected and told ***e that, “I’m not sure why you have an attitudeIt’s unnecessary.” I then grew increasingly frustrated and asked *** for his full name, to which he refused to give me, and again *** laughedI asked to speak with a manager and *** *old me “NoHe’s home sleeping and I’m not calling him.” I asked *** for his last name one final time, to which he replied, “My last name is….Relax.” At this point, *** regressed from the front desk with ***They had a very loud, private conversation to which Steve referred to me as “[My husband’s] *** wife.” The entire comment was something along the lines of, “And now, his *** wife is up in arms for no reason” In response to the General Manger, *** *** I do in fact have written proof of a reservation being made for the evening of October 6th into October 7thBetween the sentence fragments and misspellings, it was difficult to decipher *** *** overall thesis
*** ***