Holiday Inn Express

Recently, I filed a complaint against the Holiday Inn Express for Bedbugs. You said I resolved it.  Not only did I NOT resolve it, I uploaded pictures of my bug bites and explained that I wanted a letter from the company that they claimed did a check. I could not see it and wanted to contact them.How can you claim I said it was resolved? I would not have been able to write you back and attach pictures of my bites!  I cannot believe it.Are you in kahoots w/these people?  I also got lied to by them. They said that they tried to contact me, through [redacted] and did not. They said a lot of things about trying to reach me - but did not. I detailed everything.I am going to have to use a different way to get justice and against you for closing my file when I did not close it.  Why did you say that I closed it?Attached are photos. It was a Feb 1-4 trip. I contacted them Feb 5.  I wrote you people later as I waited to see if they would contact me. And no, I never resolved it.  This makes me infurious!  How dare you scam  me - you are supposed to be a watch dog. I attached several pictures and was lied to by this company and you do this???  I will contact you by phone as soon as I get off work. I NEVER said it was resolved!!![redacted]
[redacted], poet and educator

According to our records, this reservation came to us via the Holiday Inn Central Reservation System. The record indicates we received the reservation # [redacted] at 17:20 (5:20 PM) on March 26,2016 (see screen shot #2, New Reservation! for arrival April 28,2016 from "[redacted].Com" as indicated in the highlighted areas on screen shot # 1. "[redacted].Com" is a third party internet reservation provider who charges the guest and pays us directly via their company credit card. At no time are we given access to the guest's credit card information. At 22:11 (10:11 PM) on April 28,2016, we received a cancelation for this reservation via the Holiday Inn Central Reservation System (see screen shot #2 Cancel). As our cancelation policy is 6:00 PM two days prior to arrival on weekends, this is well past the time to cancel without penalty. As you see via screen shot #2, this record was not accessed by our staff until May 2,2016. Every time the record is opened, it is logged in this screen. This indicates to me we were not contacted on the date in question. Because we only charged "[redacted].Com" and not Ms. [redacted], I maintain her complaint is with "[redacted].Com", not the Holiday Inn Express Cooperstown. If Ms. [redacted] 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 complaint. If you have any question, please contact me at the above number. Sincerely, Edwin C., CHA General Manager

Initial Business Response /* (1000, 8, 2015/05/29) */
Guest was refunded the full amount of $1,158.96 on May 17,2015. The guest said he stay on June 14, 2014 for 11 rooms with the fire department. Guest realized that he did not stay at the hotel on April 9,2015. As business practice, we have...

refunded the guest in the full amount.
Thank you,
[redacted]

Revdex.com Complaint ID: [redacted] ([redacted])To Whom it May Concern,Guest [redacted] booked is reservations on May 01, 2017 for our hotel. This reservation was not booked withthe hotel but online. The guest booked a rate that IHG offers for a discount but also requires a prepayment and the fulldeposit...

taken at the time of booking. The rate also is a non-refundable rate.The guest had to click an additional box stating he understood the terms of the reservations rates of what he wasbooking. We will provide the exact wording as stated online in this letter.Unfortunately, the hotels of IHG are required to abide by the same policies. IHG creates these rates and have fences ifthey want a discount. If each hotel decided that some get a refund & some do not, this would be unfair and notconsistent. They advise the hotel that we have to uphold their terms that the guests agree to. Just as airlines haverestrictions, so do hotels.It is not my desire to lose a guest that stays with us. However, as stated above, our franchise requires us to upholdpolicy. As we do apologize, the hotel will not be issuing a refund or points.We ask that the guest fully read rates that he books online or choose the rates that require a cancellation. Most if notall hotel brands have these types of rates available. As do all Third party companies, such as Travelocity, hotels.com, etc.All other not discounted unfenced rates allow a cancellation up to 6pm day of arrival at our hotel. Other hotels may havea 24-hour time, but our location specifically allowed to 6pm. These rates are also available online an encouraged toavoid these situations.When the guest booked online, He choose a rooms by this exact example as viewed onlineThe rate was named:“YOUR RATE by IHG® Rewards Club Advance Purchase”• Non-Refundable Rate• Deposit required• Breakfast included• Must book 4 days in advanceHe then had to click the box:Terms and ConditionsI certify that:• I have read and accept the Terms of use and Privacy Statement.• I have read and understand the rate description and rate rules for my reservation.(Rate Description and rate rules listed again)Rate Description and Rate RulesRate Type:YOUR RATE by IHG® Rewards Club Advance PurchaseRate Description:Additional savings for IHG® Rewards Club members.Rate Rules:ADVANCE PURCHASE REQUIREDMust purchase at least 4 days in advance.Deposit Required:A deposit for the entire stay is due at time of booking.Cancellation Policy:Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.Average Nightly Rate110.40 USD per room, per nightFri 19 May 2017 110.40 USD per night (1 room(s))Total Tax ‡ 9.93 USDEstimated Total Price ‡ 120.33 USD*these terms where then again addressed via an email confirmation.

--------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Mar 5, 2015 at 2:18 PMSubject: Fwd: Dispute ResolvedTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Mar 5, 2015 at 12:42 PMSubject: Dispute ResolvedTo: [email protected] Whom It May Concern:
The business has refunded the money as requested, and complaint [redacted] has been resolved.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Response was inaccurate, as I received a message on 10/14/2015 10:12am, I called back immediately to inform my credit card was replaced.  By the time I called back, [redacted] insisted she would not reinstate the reservation due to special event in town.  This is clearly against the Terms and Condition per IHG.  With employee rate, hotel is not to charge until date of arrival.  I ended up paying $985.00 for the stay of the same time.
Regards,
[redacted]

[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...

[redacted].
Regards,
[redacted]

As stated in our last response, the guest purchased a advanced purchase reservation for their one night stay choosing the "book early & save" rate. The book early and save rate means that you book early which must be purchased 7 days prior to the arrival date in order to receive the discounted rate  and is a non-cancelable reservation. Unfortunately, with this rate, once it is booked the credit card is charged. The canceling policy of this reservation was included within the reservation confirmation that the guest received and they had attached it to their complaint so we know that the guest did receive the cancellation policy. Please see a copy of the exact verbage that lets the guest know that it will result in forfeiture of the deposit if canceled. The hotel is following the cancellation rules and regulations that are set for them as being a part of a franchise hotel and these rules and regulations are applied to all hotels that have the book early & save rate. Rate Type:Book Early & Save - Advance PurchaseRate Rules:ADVANCE PURCHASE REQUIRED  Must purchase at least 7 days in advance. Deposit Required:A deposit for the entire stay is due at time of booking.Modify or Cancel Policy:Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply.

My wife and I stayed one night last summer, 2015, because we were too tired to continue that night, my wife is on oxyen, which I take her concentrator wherever we go. Checked out the next morning with our concentrator and two small bags. My debit card is set up, to send me text and email messages as SOON as there is a transaction made!!! They charged us $60 about six hours after we left, and when I called them, they told me that we had stollen six King pillows, 2 complete King size bedding sets! REALLY, all of that for sixty dollars s, REALLY, I fought it, and they threaten to charge me more if I didn't leave them alone about this! They are ripping people off left and RIGHT! Most people don't get a text or email when they use a CC. I will never stay at another Holliday inn. You aren't honest, you cheat, and you lie!

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]

Attached.

Please see attached

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

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]

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

The guest who made this complaint was not charged a pet fee.  We did hold $100 on his credit card for an hour while we determined if the dog had stayed in the room.  Though the evidence showed the guest did bring the dog into the hotel, we decided to give the guest the benefit of the doubt...

in this case.  The $100 was released on the same day the guest checked out.  We have thoroughly inspected the room and there was never any mold whatsoever in the room.

March 9, 2015Good afternoon,The refund for [redacted] has been processed. The refund was processed on March 5, 2015 in the amount of $569.44, If there is anything else that you need please feel free to contact me at the above mentioned information.
Thank you, 
Tiffany A. General Manager

Spoke with Mrs. [redacted] today explained that we did try and reach out to her by phone and email but she claims she never received anything.I explained to her that we had our pest control services out and they did full inspection on the room and found nothing.She said I was lying and that she has a...

doctor note to prove she was bitten by bed bugs and this was the only hotel she was at.She asked if I can have the pest control company send he a message saying they have inspected the room.I collected her email and contacted our supplier and they will be sending me something along those guidelines, I will scan and email to her open completion.

Hello, This reservation was booked on September 29, 2015 for
arrival October 23, 2015 for two nights departing on October 25, 2015 the reservation
was for two nights each room. The IHG reservation was for the rate of $59.00
plus taxes. Hotel had a Special event requirements set on the system...

since
December 01, 2014 the requirements were that every reservation arriving
Thursday October 22, 2015 through Sunday October 25, 2015 required full
payment, 45 day prior the arrival date.  All reservations required payment before the
check in date. The IHG Employee reservation has different rules and
Restrictions, added to the Special requirements that we had for the event. On Wednesday
October 14, 2015 Hotel tried to charge the guest credit card for the amount of
$266.68 USD the guest credit was declined, hotel contacted the guest to
informed the guest of the situation with the credit card, we gave the guest the
availability to contact the hotel with an a certain time to update the
information before the reservation got cancel. This procedure was not only on
her reservation but all the reservations that Credit cards declined, as a
business we have to re-sell all the declined reservations. Guest called us
after the reservation was cancelled. I represented myself to the gest as the
[redacted] M. the Assistant General Manager for the hotel. The General Manager is
the Owner of this hotel, therefore he does not take care of this situations,
the General Manager has been aware of this situation since Wednesday October
14, 2015. The first time guest called the hotel I explained the situation,
guest got upset and wanted us to reinstated her reservation, I informed her
that I was not able to do that, then I continued to inform her that she could
still go online and rebook her reservation under the employee rate. After a
while Mrs. [redacted] called back for the second time she was a little aggravated because
of the cancellation, and on the system the employee rate was not available
anymore, another guest booked the employee rate for the same dates (our System
only let us book 2 rooms per night) Hotel is not responsible if the guest does
not meet the requirements for the reservation. The second time I talked to Mrs.
[redacted] she kept insisting for us to reinstate her reservation since I stood by
the policies, guest demanded to speak to the General Manager I explained  that I was the person that makes the decisions
for this hotel. Then she got really upset and started to yelling at me and then
she threat me with calling IHG corporate to make a complaint against the hotel,
I offered to transferred her to the IHG 1800 number, so I transferred her to
Guest Relations. Once she made her complaint, Guest Relations created a case
for the hotel, a guest relations contacted me to resolve the issue, I continued
to explain the situation to the Agent, the guest relations representative agreed
with the Hotel’s decision for the cancellation, and they continued to inform
the guest of the situation. Then guest contacted the Hotel again and this time
she was very upset and demanded for me to reinstate her reservation at once at
that point guest was rude. I told her once again that I could not do that and
then she hung up. Later on she kept calling the hotel to see if one of the
agents could reinstate the reservations, I was at home at the time and I kept
getting calls from the front desk agents about this cancellation, so I decided
to make an internal message on the system regarding the cancellation. Guest continued
calling the hotel for that day and the next day. Mrs. [redacted] is claiming a purchase price of $274.00
but nothing was charged to the guest.  Hotel does not agree with the dispute amount of $850.00
since the guest received a notification of the cancellation, and she had 9 days
to re-book her reservation. Guest is asking for $583.32 USD more than what the
total of the two rooms for two nights and taxes.

[redacted],I apologize for the issue with your order of [redacted].  I'm not sure what happened, but when I look in our system for emails from you I only see one email you have sent to us.  I see it was about a shipping charge issue during our Black Friday sale in 2015.  I see we...

responded to you with a store credit for the over charge.  I am very sorry if your emails aren't coming through to us.  I'm not sure what happened on any of your previous orders that you weren't happy about the resolution on, but I would be more than happy to resolve any issues you have had.  I will definitely get you out a new tub of the [redacted] for the damaged product you received.Please let me know about any other issues and I will rectify everything at one time.  Your support matters to us and I think this is more of an issue that we aren't receiving some of your emails for some reason.  We always respond to customers and do so in a timely manner.  If you send us a message during the work week and we don't respond in 24 hours please feel free to email me directly at j[redacted]@tigerfitness.com.Thanks,Jon B[redacted] | COOTiger Fitness Inc.