Holiday Inn Express

Good afternoon. I was very startled when I read this complaint as it is unlike our staff members. We have a staff service score of over 95% for the year. And that's when I noticed that this complaint is from August of 2016... A year and a half ago...I regret that Mr. [redacted] had a less than...

perfect stay a year and a half ago with us. Unfortunately, I was not the manager at the time and we in fact had completely different ownership as well. I will not be able to honor Mr. [redacted]' request of 2 complementary nights for the trouble he experienced a year and a half ago. But he is welcome to stay with us next time he is in town and experience our new upgrades and fantastic staff. He can find a number of excellent rates and packages on our website.Thank you for your time,Management - Holiday Inn Express Ridgeland MS

Initial Business Response /* (1000, 7, 2015/09/04) */
I am the new GM at this property. Upon receiving the Revdex.com case information today, I looked at the past folio in question for this guest. In the system, we only see one MasterCard which was presented and paid for a one night stay. I see NO...

additional charges.
I have been informed from another manager here at the property prior to my arrival, every effort was made to help the guest sort this out. I was also informed the guest had been traveling extensively and possibly confused us with another stay at another property.
We regret the confusion but I see nothing else in order to assist the guest.

The complaint in question was investigated and found that as follows....... First; 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...

hotel........ The 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 available..... The 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 hotel. GM explained the hotel had been sold out for that month.... staff members were retrained on how to handle guest complaints and aggressive guest. Their reservation was made thru a third party and the hotel is not liable for the wrong dates that were applied.

RE: Complaint # [redacted]Dear Revdex.com Of Greater Kansas City:Thank you for notifying us of your complaint. We strive to provide our guests with the best possible service, and when they feel that it fails to meet their expectations, it’s important for us to know.We have hired a new manager for this...

property and in doing so we have taken full responsibility to resolve any issues that [redacted] and her husband [redacted] may have encountered. We completely understand that the reservation was made in error and have refunded Mr. and Mrs. [redacted] the full amount of $4,775.Thank you again for bringing these matters to our attention.Sincerely,Holiday Inn ExpressManagement

Regarding the
customer’s complaint of receiving bed bugs the hotel immediately implemented
it’s procedure to verify customer’s complaint and found the room to be absent
of bed bugs or any other bugs.   We are
also unaware of any medical diagnosis concluding ...

customer had bed bug bites and if they
originated with hotel.  Wherefore, this
complaint cannot be substantiated to warrant the requested relief by
customer.  The hotel followed procedures
by immediately having the room checked and after not being able to verify
customer’s complaint considered this complaint closed.  The manager to the best of her recollection
did call customer to inform her of hotel findings yet nobody answered or
voicemail was full.      Regarding the
customer’s second complaint the hotel did have a service animal at hotel which
apparently got sick and defecated.  Hotel
immediately cleaned the mess up and deep cleaned and additionally sanitizes the
area and surrounding area the following day with an industrial steamer to
ensure the mess was fully cleaned.  Hotel
is really unclear on what we could of done better during this unfortunate, rare
and unusual incident.  Once again, Hotel
feels the relief sought by customer in this matter of $[redacted] is unreasonable
for it was an unfortunate incident not caused by any action or inaction by
hotel.    Hotel deeply
regrets the customer had such an unfavorable experience during her stay.  We also regret we cannot compensate her since
she made her financial transaction when booking through a third party and not
the hotel directly.      Hotel can only
offer a complimentary future one night stay arranged directly with the hotel
manager to leave customer with a better impression of our services and
hospitality.   The hotel would also like
to apologize with regard the communication efforts made.   We believe they could have been better on
our part and we will be implementing management procedures to communicate more
effectively with our guests.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is a picture of the toilet in the room.  Anyone can see this is not a hold the handle issue.  We had turned on the a/c unit hoping to air the odor out of the room when we first got there due to the odor.  This is embarrassing, but relevant.  I had to use the bathroom and did.  When I finished is when I found that the toilet would not flush and I removed the back cover to see why.  I spent about 20 minutes trying to get the tank to fill up so it could be flushed.  Up to and including this point, we still hadn't decided leave.  We may have just taken another room, but my wife had sat on the bed to watch tv and wait for me and she noticed the smell of the bed and pillows.  When she pulled the covers down it was obvious that the sheets hadn't been changed.  We don't care what their housekeeping report says, they didn't clean the room properly.  That is the point we decided to leave.  After we left the lobby, we sat in our car for a bit trying to find another place.  After being frustrated by our phones, we just decided to drive around to get something to eat and see what we found on the way.  We ended up on a back road because we didn't know where we were.  We ended up in [redacted] where we found a restaurant and another Holiday Inn.  We had planned on visiting the Laurel Caverns area on Sunday 9/13, that was our reason for staying in the Mt. Pleasant area.  My WIFE and I would like to thank the Holiday Inn Express for ruining our 17th anniversary weekend trip.  We will continue to "blast" the hotel management and staff until the issue is resolved.  They truly have earned it.   
Regards,
[redacted]

I had many issues regarding the television in my room. I spoke to the general manager Jason several times regarding this issue. Jason was rude and not in the slightest caring towards my issue. It happened every single time I turned my television on and off. All he would do is smirk and tell me its being worked on. Not once did he offer anything in return. I will never stay here again. My business partners and I will be staying elsewhere for our weekly travel to Tempe.

It is true that we do not sell contracts.  We sell month to month agreements that can be cancelled at any time providing the account is in good standing with 30 days written notice in the club.  We have cancellation forms available at the front desk that reiterate the cancellation policy...

and we ALWAYS give a copy to the member so they are aware of the policy that is also stated on the member agreement required to be signed at the time of enrolling for a membership. We do not have any record of the cancellation notice Ms. [redacted] states she filled out and have asked for documentation on her end.  Ms. [redacted] does not have documentation either.  However, Ms. [redacted]'s September payment did not process in order to be in good standing to cancel.  Below is a timeline noted in our records.......
September 10th -  We emailed the member that her payment had declined with no response
September 30th -   We called and left a voicemail with no response
October 2nd -  We sent another email regarding the credit card declining with no response
October 9th - We called and left another message in which she called right back to be informed she was past due.  The member did state she had cancelled and we explained there was no record of a cancellation.  We also reiterated to her the cancellation policy
October 10th - We sent another email regarding her payment declining
October 17th - Member came into the club and filled out a cancellation form but the administrative office is unable to cancel the agreement due to the account not being in good standing.
I have attached the Contact History notes, payment schedule, and a copy of our cancellation form for your records.
At this point, the best I can do is cancel and waive the 30 day notice once the account balance is up to date. 
Thank you,
[redacted]

In response to the complaint lodged by [redacted] of his September stay with us at the Holiday Inn Express, Mount Pleasant here are the facts to the best of my knowledge:[redacted] and his guest checked into room 315, an executive suite at 4:55 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

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

Company states that the issues have been resolved with the consumer.

[redacted],I have spoken with you and addressed your concerns. You did use the room and the amenities. We do not refund money for a partial nights stay.

We received an email regarding a guest service complaint. We have signs up as soon as you enter the hotel as well as at the front desk where guest check into the hotel. There's also a notification on our website that our pool is currently down due to an electrical wiring fire. When the guest checked...

in we offered to cancel her reservation free of charge because of the inconvenience of the pool but the guest declined. We also offered her 2000 bonus points and rate decrease to 59.00 instead of the original rate but again she declined stating she wanted a full refund. the guest also stated that someone entered her room which is also false. A guest that was staying in the room next door to Mrs. [redacted] room mistakenly knocked on the wrong room but never entered the room. Before the guest could enter the room Mrs. [redacted] opened up the door, we had surveillance camera's to show the activity. If Mrs. [redacted] was truly concerned for her safety I don't think she would've stayed her full length of stay which was a total of 3 nights. I personally would checkout the next day if I didn't feel secure in an unknown location. In regard's to the "cheaper rate" hotel rates change very frequently based on a number of different reasons. If the rates go down after a guest booked a reservation then they can cancel and re book but we cannot just change every ones rate every time our rates change. Rates do not only go down they also go up so if it were to go up we should change it at the time of the check in and charge the guest more?No. so if the rates do down we aren't going to change the rate at the time if check in. I don't feel that she should be refunded because we took sufficient action and tried every option but she declined offer we gave her because she wanted a full refund.

Although we are sorry that we weren’t able to reach an amicable resolution with this guest, we have reviewed all the case details and we believe that the hotel’s response to this incident was reasonable, professional, and strictly adherent to the company’s standards and best practices. The guest was...

charged $150 for the television that was broken during his stay, although this is less than a third of the cost of replacing the television. In response, the guest was profane and threatening towards the hotel’s General Manager and made repeated attempts to access her personal contact information. Furthermore, on October 27 at about 5:15 pm, one of the hotel supervisors was on a phone call with the guest and overheard him telling a third party that he broke the television by throwing something at it when he was angered by a soccer match. In light of this revelation, we are saddened that the guest pursued the complaint up the ranks to an IHG senior case manager, but the senior case manager agreed with and supported the hotel’s conclusions. We wish that the dispute had ended differently, as it is always our goal to make guest satisfaction our first and foremost priority, but we stand by the actions that the hotel needed to take in this case. Thank you for your consideration.

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

complaint #[redacted] has NOT been resolved. The Revdex.com response program would NOT let me respond to the business response. Their response was completely fabricated. At NO time did we "kick a door" or any such manner. Management got belligerent when asked to be moved to another room. The air in fact DID NOT WORK. The establishment has also attempted to get my [redacted] terminated from his job for being a witness to the rude and inappropriate manner in which we were treated.FULL REFUND

Complaint: [redacted]
I am rejecting this response because: I've contact the business a few times last week & talked to the manager, she told me that she would reach out to the owner & call me back the same day didn't hear from anyone for four days. She never never told me they would pay for dry cleaning @ this point I'll be contacting my lawyer to take care of the situation. Thanks 
Sincerely,
[redacted]

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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved. I am pleased to tell you that my complaint with Holiday Inn Express in La Mesa has been resolved as of Sunday, May 10th2015.  They have issued a credit to my American Express for $843.11.  Thank you [redacted]# [redacted]
Regards,
[redacted]

April 29, 2015Revdex.com7007 Jefferson St NE Ste AAlbuquerque, NM 87109We received a complaint of Bed Bugs from a guest on the evening of April 8th 2015.As is policy the room was immediately put out of order as well as the rooms next door. The room was inspected by [redacted] pest control...

on the 9thth of April and one bug was found in the room. No other signs of bugs were found anywhere else or in any of the surrounding rooms. This included the ones above and below the room. Later that same day I was in an automobile accident and I was out of the office until the 16th. I was told the issue had been handled but when I got back to work I realized it had not. I contacted the Insurance Company and immediately wrote Mr. [redacted] a letter of apology. The insurance company has been handling the claim since. On a personal note we have never had bed bugs in our hotel prior to this incident and we have been here since 1998. We have a regularly scheduled pest control program and are very diligent when it comes to bed bug education and training among our staff. We make a concerted effort to respond to each and every issue no matter what the nature in a timely manner. However, because of my accident contact with Mr. [redacted] was delayed and I completely understand his outrage. [redacted]General Manager Holiday Inn Express 2300 N MainRoswell, NM 88201