Holiday Inn Express

Hello, BHC has a lost and found area in our Main Office on Long Wharf in Boston The bag had been turned in on the day that it was reported missing but the contact information for the owner was unfortunately not with it So the bag has been sitting unclaimed in the office since the 27th
We are sorry that *** was out of the office for a few days and the phone calls were not returned At BHC we make every effort to safeguard and return all items that have been left on our vessels We apologize that with this situation the passenger's messages were not returned and led him to think that the item was lost We will be happy to mail the bag with the *** to the passenger if we could once again get the contact information Please feel free to contact me, *** ***, Customer Experience Navigator, at *** or ***@bostonharbrocruises.comThank you and we look forward to returning the lost item to the passenger ASAP ***

Contracted for both rooms and shuttle service for a wedding 9/16/ The hotel elected to subcontract the shuttle service The shuttle service failed to pick up guest for contracted times of 4:30pm and 5:15pm Due to lack of timely shuttle service the wedding was delayed in order to move guests to the venueAttempts to contact the front desk 9/16/at 5:18pm were fruitlessThe phone rang 3minutes and seconds without answer(I phone information) Multiple phone calls were placed before contact could be made with the hotel Shuttle service was restored for return trip at 11:15pm September 18, April Bloom issued an email about the shuttle confusion of 9/and we would not be charged the $contracted fee Holiday Inn Express did charge for the partial service the $to my credit cardThis charge has been placed in dispute
Guest with confirmed room reservations, were informed they did not have room reservation under their names upon check in Only after confirma

The guest booked a rate code they did not qualify for by using the GOV rate when they were not traveling on business. We tried to explain that they booked a rate they did not qualify for, but they insisted that IHG told them they could use it. This is not their call and this decision is
made at the hotel level.
I do apologize for ***'s response however, we should have explained the situation much better and might have resolved it with out escalation

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
*** ***

Please see attached e-mail regarding outcome of file. Andrew H

Initial Business Response /* (1000, 5, 2015/07/24) */
Contact Name and Title: *** *** AGM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@dalyseven.com
We have had contact with Mrs*** on this issue and we regret that she had such a troubled time at our propertyWe did offer
her a 50% refund for that nightUnfortunately, there was full refunds that were accidentally issued to guest that stayed here with her group, which we simply couldn't take back once already issuedThat was a misunderstanding from the front desk staff, nonetheless, we did and are issuing refunds to our guests that opted to stay despite the fire alarm incident that nightWe still are issuing 50% refunds to all our guest who stayed with us on the night of 7-18-15, which we were more than happy to extend Mrs*** and in fact already have
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel they where no more inconvenienced then my children and myselfWe could not get back to sleepUnfortunately we where unable to leave as all others hotels ever full

This letter is response to customer complaint ***.The customer complained about the following late charges:This is a State approved public water system which is governed by the *** ** *** *** (***), and the *** *** ***We operate under their rules
and regulationsAll billingprocedures are approved by these entitiesWe have no legal authority tobypass their rules to make special exceptions for any customers.Payment was due May 18, This payment was not received until May 25,The postmark date on the envelope was May 23, Therefore shereceived a late chargeI told customer the late charge will be on her next billand that she did not have to mail another payment at that time until she gets hernext billShe was never told the late charge would be dismissed since thepayment was received on May 25, 2016.Payment was due June 17, This payment was not received until June24, The postmark date was June 22, Therefore she received alate charge.The customer was called back, four consecutive days and each day to timeseach day, with no response from customer.We accept checks, cashiers checks, money orders, and/or cashWe also havea secured drop box available at office.The customer complained about the garbage service:The garbage service is normally picked up on WednesdaysOn one occasion,there was extreme rainy weather with major flooding, which prevented the trucks from leaving the truck yard for several daysThe garbage was picked up whenthe flooding recededOn the second occasion, the truck broke down while inrouteThe driver worked overtime to collect garbageIf there is a problem ofgarbage pick up, the drivers work overtime to make up for lost days and/or day.lftheir pick up day lands on a holiday he will pick up on Saturday, instea

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

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

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

I think there is some misunderstanding hereAll what was said in the the complain never happenedThe guest did come to the front desk complaining that we over booked his roomAfter 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 awayOn 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 awayThe 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 to which I apologized to the guest an offered to read the lock again he refused and walked awayMaybe 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 areaHe 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 roomAnyway I was able to calm him down and then told one of the front desk agents to take him a Snack Bag showing good faithEverything 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 hotelWhen 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 awayWhile 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 awayAt that point I informed him that I will be mailing him a check to the address on fileI did that but in a week that check came back to the hotelI the mean time he contacted Holiday Inn Corporate and raised the same issueSo 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 anymoreThey 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*** (GM)? ? ? ? ? ?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: [redacted]
I am rejecting this response because: What is the hotels policy for room reservation cancellation? And are all reservations held to this policy? Also, due to the fact that I did not receive a timely confirmation or information regarding this so called policy, I am requesting to be able to view a copy of this? Thank you
Regards,
[redacted]
?

The complaint in question was investigated and found that as followsFirst; the reservations was cancelled due to the guest not arriving on the said date, they arrived on the following night when the Hotel was sold out (No rooms open) the staff members did try to find the Guest another
hotelThe guest was very agitated and was insistent they were staying at our hotel and was intimating the staff to give them a room that was not availableThe General Manager at the time did contact the guest and discuss their complaint, The GM was empathic and gave complainant many apologizes and again explained That the guest had reservations for the previous day before they arrived, not the day they, came to hotelGM explained the hotel had been sold out for that monthstaff members were retrained on how to handle guest complaints and aggressive guestTheir reservation was made thru a third party and the hotel is not liable for the wrong dates that were applied

Originally this guest did have a reservation arriving October 13, At this location we have a hour cancellation policyThis means that in order to cancel without penalty this guest would have had to call no later than 6:00pm October 12, to cancelThis guest called at 9:00pm October
12, to cancel the reservationThe guest service agent on duty notified her that she would be penalized for cancelling this reservation after the cancellation deadlineAngry, she hung up mid-conversation with the agent.Later, at 9:22pm the guest calls the hotel back and asks to move the reservation to the arrival date of October 14, The agent on duty does this but notifies this guest that cancelling this reservation will still result in a penalty as moving the reservation to an advance date will not waive the policyThe guest said that she understood and would be coming in on October 14th for sureAt 9:57pm the guest calls back and cancels this reservationThe agent informed this guest of the policy once again and indicated that since her original reservation was past the cancellation policy she would be chargedThe guest told the agent that she simply "did not care" what we did and that she would just dispute the charge if we charge herThe agent notified this guest that she would in fact be charged as her card had already been authorized as she was past the cancellation deadline for the original reservationThe guest then hung up mid-conversation with the agent again.In January, months after the event, the guest calls the hotel to refute the charge and request a refundThe hotel's General Manager spoke to the guest and reiterated what happened with the reservation and that the hotel stands by the chargeThe guest then became irate threatening to escalate her issue, promising that the hotel will be reimbursing herThe manager told her that she would be happy to connect her to our corporate offices so she could voice her complaintMid transfer the guest hung up, claiming that this conversation never happened and that the manager hung up on herThere would be no reason for any member of our management team to hang up on this guest as it was our policy that was violated and a rightful charge assessed as a resultI agree with this guest, hanging up on people is no way to run a businessI apologize on behalf of my team if their was a misunderstanding as to the transfer of the call to our corporate offices.? Later, this guest complained to our corporate offices, claiming that she cancelled this reservation well in advance and it was the hotel that had charged her card without reasonOur corporate offices did in fact verify in our system the changes that were timestamped and made on this reservation and sided with our decision to charge this guest for her cancellation as it was past the cancellation policyWhile we sympathize with this guest, she was informed in advance of our cancellation policiesOur system does not allow us to send out an e-mail verifying the cancellation (similar to all Holiday Inn Express's Nationwide) however, regardless of an email verification the charge would still stand as a result of how the cancellation went aboutTo respond to a few of the guest's other comments, we did not sell out that eveningQuarter horse congress is a huge event in Columbus and many guests plan well in advance for their hotel accommodationsWe have a hour cancellation policy in order to encourage guests to cancel in advance so we are able to sell that roomVery few people make reservations the day of arrival for that eventAs a result, we did not sell outOther guests that also may have cancelled after the hour period would have also been chargedWe are not in the business of making our guests unhappy by requiring them to work their way through tricky wording or hidden rules and regulationsAll of our policies are communicated at the time of booking.? Thank you for bringing your concerns to our attention however the charge will not be reimbursed for the reasons listed above.? Yours in Hospitality,K.CA,Owner/OperatorHoliday Inn Express- Columbus/Fairgrounds

This is not true? I was never told that I would be charged, when I called back a few days later to ask why I had be charged and to talk to the manager they told me they did not have to tell me I was going to be charged for that night, however I was told in the beginning that I would not be charged? It was also the hotel that called me on 10/to ask me if I still wanted a room for 10/14, I decided that I would not need it and found somewhere else to stay? I never hung up the phone once on any of the employees? However on 10/when I found out that I had been charged for this room I did not use, when I told the manager I would be contacting corporate, she hung up the phone on me before I could ask her for a number? When I called her back she even admitted to hanging up on me, saying that she did it so I could call corporate faster? You may want to check with this manager and remind her of that? This is no way to treat the customer?

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

Good Morning Revdex.com, The matter involving Ms. [redacted] has been resolved.  She will be returning to our hotel for a free two night stay coming in on January 19, 2018.  We will not be extending an further compensation for Ms. [redacted].  Please contact me at your convenience should you need...

any further information. Thank you and have a great day. [redacted] Holiday Inn Express

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

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

Initial Business Response /* (1000, 10, 2016/01/27) */
Mr. [redacted] made 5 pre-paid -non-refundable reservations on November 9th for February 5th for two nights. Hotel charged his CC on November 10th.2015 for the entire stay 5 rooms. Based on the agreed terms and conditions (Agreed Three times during...

the booking process)on all prepaid reservation are not refundable if changed or cancelled. On December 29th, Mr. [redacted] was given an option to use the reservation in a time period of 90 days thru March 31st 2016
The hotel is not in a position to refund the funds due to the legal biding contract agreed by Mr. [redacted]. Reservations still open wating for the rooms to be used on Feb 5th, 2016. Mr. Cnor has not reply to our offer instead he threaten to post negative reviews on the Internet.
Thanks
General Manager
Initial Consumer Rebuttal /* (3000, 12, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The general manager states that I made a 'pre-paid, non-refundable reservation'. That is incorrect. The exact verbiage used on the holiday inn reservation website is 'deposit' not reservation and is as follows:
Cancellation Policy: Must purchase at least 7 days in advance. A deposit for the entire stay is due at time of booking.Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.
A 'deposit' is defined, per Webster, as, to give as security or in part payment. This was not a 'deposit' but a 'non-refundable room reservation'. Holiday Inn should state this exactly this way. A 'deposit' is PART PAYMENT.
Further to the point, I have contacted Holiday Inn corporate and they stated that the hotel GM was within his authority to refund my money. He has been totally unwilling to do so.
As for my 'threat', as the GM put it, I did post numerous bad reviews of this Holiday Inn on travel websites. But, only with regards to this atrocious reservation policy. My verbiage on these websites is virtually identical to what I posted to the Revdex.com.