Holiday Inn

Complaint: [redacted]
I am rejecting this response because: the issue has not been resolved. As stated before, there is no real evidence...

that anyone smoked in the room ie. no complaints or reports from guest who stayed on the same floor, no alarm from smoke detectors. However, I was charged a smoking fee. This is a fraudulent charge. The prolonged response times shows exactly how well they conduct business at this hotel. I will continue to press the issue until my money is rightfully returned to my account. 
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Tell us why here...
 
Dear Revdex.com,
Pleae see our attached reply letter for this case (and included here below) and contact us if further information or clarification would be helpful.
Kindest regards,
[redacted]
General Manager
 
Dear Revdex.com
I...

appreciate your providing the opportunity and forum for the Holiday Inn Rancho Cordova to share its perspective of the course of events in this matter as experienced by the hotel staff.
The hotel front desk staff was contacted by a guest directly below the complainant’s room because the former had water pouring (literally) into their bathroom from above (which was the complainant’s room) and expressed concern about electrical shock to themselves. Upon investigating their room, the lead staff person at the hotel, through multiple conversations with me (the general manager) since I was away from the property (as it was a Saturday evening), determined it was coming from your room. The staff called your room and your cell phone number on the reservation multiple times without success. They then went to your room, knocked initially at a respectably polite level and, upon no one answering, progressively knocked more loudly to the point of banging on the door many times -- still no answer. (So much effort was made in fact to get your attention that guests in neighboring rooms even came to their door.)
Upon my recommendation via phone, and based on the potential threat and danger to other guests below your room, to staff and to the hotel property, I authorized hotel staff to enter the room -- again, only because no one responded to the calls or aggressive knocking on your door. Upon opening the door, they found the security bar in place and again banged loudly on the door and called out announcing themselves in a loud voice. Still no reply from you or your husband. At that point, again with overriding concerns for the safety of other guests, as well as a growing concern for your well-being also, since we had not been able to get any response from your room, I authorized our staff to cut the security bar and enter the room.
Some few minutes passed while the staff obtained the necessary tools to accomplish this task. After sawing through the security bar and upon entering the room, the staff person again called out to announce herself; no one answered. She then knocked on the bathroom door, which was slightly ajar, and again announced herself. No reply. It wasn't until she opened the bathroom door that she was assured that you were alive and ok. Upon seeing you, she quickly stated the hotel had a big problem and withdrew immediately and embarrassed, and apologized -- as do I here for this situation having to happen and for the entry into your room. We would never have taken those steps had there been any indication that you and your husband were both physically ok and had other guests not been potentially in jeopardy.
Given that your husband is in the military and had been at the hotel for a military-related purpose, we notified our military contact person who oversees the arrangements as that is our mutually agreed upon procedure in all matters concerning military personnel at the hotel. We were subsequently instructed / requested by them not to engage or converse with your husband further pending further investigation into the matter by them. 
From the perspective of the hotel and staff, we genuinely apologize to both you and your husband for the manner in which this situation developed and assure you in all sincerity that our actions were precipitated at every step to ensure the safety and well-being of both of you as well as other guests. In my multiple years in the hospitality industry and managing this hotel, I have never, ever, entered a guest's room unannounced or without extreme reason and concern for the occupants involved. On the contrary, we make great efforts to consider the comfort, privacy and safety of all of our guests -- including you and your husband. At present, and out of respect for our relationship with our client, we must refrain from direct contact with you and continue to honor their request to allow them to complete their internal review. We appreciate your understanding of this overriding obligation.
Very cordially,

I resolved with guest, as attached.  She did leave a VM on 11/18, however I was out of town for business.  I returned a call on Monday, 11/21, and reversed the incorrect night stay.  Ms. Hamilton they became very irritated and wanted the local tax  ($0.59) waived because...

[redacted] had incorrect taxes formatted.  This too was done on 11/22/16.

Room#1 Mr. [redacted] room refunded: $306.29Room#2 [redacted]  room refunded:  $142.38I have spoken to Mr [redacted] and guest has been made whole.  I truly do not understand why Mr. [redacted] called the "Revdex.com" Holiday Inn is an upstanding business in this community. We were...

completely cooperative and most certainly apologetic, we most certainly acknowledged our error an immediately started working on the issue. Any further questions please contact me at:[redacted]Director of Front Office###-###-####

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 made my complaint about the couple smoking while on site.  Second hand smoke should not be tolerated just because they can not smoke in their rooms.  The hotel response is unacceptable and I would like a full refund as the management allows other guest to put my health at risk. Thank you [redacted]

Revdex.com spoke with [redacted] from the business. The amount mentioned in the complaint was for the entire even not just the food. The food came up to $3,918. They were informed of 187 guests, and there ended up...

being at least 220 people to feed, they only cook to the order they are given. They were told that the wedding planner would serve the head table, a B.E.O was signed stated Roasted potatoes, they were not given breakfast potatoes they were given a different cut of potatoes to try and feed the guests that were not accounted for at the time of the meal planning. The beans were cook as requested and the dishes did have gravy. The strawberries were taken up to the room by a manager and there was no mention of the room being dirty. Champagne was on all tables.

Dear Mr. [redacted],
 
We have taken the time to research your billing discrepancy involving $10 dollars for self-parking at the Holiday Inn Downtown Marina dating back to November of 2015.  Attached you will find your signed registration card where self parking was initialed...

by you accompanied by the parking permit stub with your first name.Please note that we are going to take care of your $10 discrepancy and disregard the findings mentioned above.
We hope you continue to stay at the Holiday Inn Downtown Marina when visiting Corpus Christi Texas.
 
Thank You for your business,
[redacted] /Asst. Director of Sales / [redacted] / [redacted]

Good afternoon [redacted]
Here are the details of the reservation made by [redacted]  The Confirmation number is #[redacted] The reservation was made on 02-28-2016.To get a discounted price he made advance purchase non-refundable reservation .The credit card was charged on March 1st...

2016.He tried to cancel the reservation by calling the [redacted]They go with the rate rules and regulations . They advised the guest to speak to the hotel directly .He was mentioning my name in the complaint. The guest never spoke to me .The first time when I got a call from central reservations for a request to cancel the advance purchase reservation without penalty as a gesture of goodwill I told the agent that I am cancelling the reservation and gave her the cancellation number and I even told the agent that I am issuing the refund today but it will take 5 to 7 business days for the credit to show on the card. The reservations agent said that she will convey the same message to the guest as he hung up the phone on the central reservations agent .Yours in Hospitality,

Dear Mr. [redacted],We apologize for the extreme delay for your billing discrepancy which occurred in April of 2014.  We have researched your VISA ending in [redacted] and have found where you were charged $16.58 for a food & beverage...

purchase.Please accept a full refund in the amount of $16.58 in our attempt to appease your dissatisfaction with your April 2014 stay.Attached you will find an updated receipt showing this credit applied with today’s date: 12-31-2015.

Complaint: [redacted]
I am rejecting this response because:
They are lying in their response to my complaint, I was in fact told to use a bathroom that was three miles down the road I have three witnesses who will attest to that statement. I was also told by the same employee that they...

were in the process of figuring out proper compensation for their guests. They also did have my contact information on file, I am a rewards member and they had my email address and cell phone number on file from when I booked the room. I was also never offered a refund I was only offered 10000 points, and I told them that I felt that the points were insufficient.
Regards,
[redacted]

In response to ID# [redacted], Mr. [redacted] checked in to the Holiday Inn on 6/15/16. I ([redacted]) spoke with Mr. [redacted] on 6/17/16 to discuss with him the damage to the TV. Mr. [redacted] stated that he noticed the TV was damaged upon checking in but did not report it. Our housekeeping team...

member reported that the TV was in good working condition on 6/16/16, which was contrary to what Mr. [redacted] stated previously. On 6/17/16 housekeeping found that the TV was damaged an immediately reported it to the Front Office Manager, that being me. I told Mr. [redacted] that we had no other choice but to charge him for the damage of the TV. in the amount of $400.00, actual replacement cost would be $528.00. Regards, [redacted] Director of Front Office Holiday Inn Fort Lee [redacted]

Complaint: [redacted]
I am rejecting this response because: Stephanie Is Absolutely the Woman I spoke to. With all the names How could I know A Stephanie works there and that Hotel Directly? This is just another example of their incompetence and cover up of Inproper behavior and actions by this Hotel staff. We were the ones put on hold and Given the cat and Mouse Game. She did no such thing of a Gesture of Good will, we had to go above and Beyond to get you The Revdex.com involved to resolve this matter. In fact the Corporate Office has emailed me and in great detail has said they are investigation this matter further, and They Issued our refund and a additional 50 dollars for our troubles to this matter. The Holiday Inn in Hazlet New Jersey has shady, Lying Employees.   People need to be made aware of this! Thank you for your help In this Matter and For Corporate Offices as well.
Regards,
[redacted]

To whom It may concern:Mr. [redacted] selected a "Book Early & Save" rate, which is a non-refundable pre-paid room reservation. The restrictions were listed at the time of booking. This reservation offers a lower rate than the published "flexible" rate, but has higher...

restrictions.Restrictions of the "Book Early & Save" rate: - No changes allowed-Deposit required at time of booking (full prepay) is non-refundable -Cancellation fee is the full depositGuest was aware of these restrictions. When the guest cancelled the room reservation, he was charged the full cancellation fee (see attached guest folio).SincerPetra C[redacted] General Manager Holiday Inn Quantico Center

Review: First night there we ate in the restaurant it took 3 hours to get 2 nachos and 4 sandwiches. Next morning breakfast opened 1 hour late. Every other morning Breakfast opened anywhere from 15-30 mins late. After checking out they double charged my bank account and it has been more than a week waiting on them to put $476.00 back into my checking account. DO NOT STAY HEREDesired Settlement: By now I think I should be refunded for my stay

Business

Response:

[redacted], General Manager states the complaint has been resolved.

Consumer

Response:

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 worked with the General manager and received my refund and I am happy with the resolutionRegards,[redacted]

Review: My husband called this Holiday Inn over the weekend to book a 4 night reservation. The phone rang a long time and finally someone answered who took his reservation. When he arrived in Roanoke, he found out that our customer was staying at a different hotel which was closer to where they would be working. So he called this Holiday Inn to cancel the reservation. He was told he could not cancel because there was a [redacted] code on the confirmation number. At no time did he contact [redacted]. At no time did anyone identify themselves as being part of [redacted]. He called the direct number to the hotel, which I confirmed by calling the number myself today.He then called Holiday Inn Priority Club and the rep was pleasant and tried to help. But he was at a loss as how to fix it. The best he could work out with [redacted] was for my husband to pay one night and not four. This is unacceptable. It has a feel of collusion to it and I found out on [redacted] that this has happened to other people--not necessarily this hotel, but others. Is it the hotel? Is it [redacted] hijacking the phone lines? Who knows? But someone should find out. It is criminal.Desired Settlement: I want the hotel to pay for the one night fee to [redacted]. I want an apology and an explanation for how this happened when he called the correct number.

Business

Response:

Hello Mrs. [redacted], First and foremost, I apologize for you having to take your time out of your busy schedule to pursue this. Also, I apologize for the lack of customer service that was experienced from our hotel desk staff when trying to cancel the reservation. I just left you a voicemail as well. I am trying to locate your husband’s reservation for April 18th in our system. Would you please provide to me his confirmation number or the name that it was under? I have called IHG as well to assist with the matter of the issue as there are and have been issues with 3rd party companies “hijacking” calls. You are not the first case and IHG has been working the legality part of this too. As you are not the only guest, we are not the only hotel that has experienced this. I want to help and rectify your husband’s particular reservation. I just need some more information to assist. I look forward to hearing back from you.

Review: I trusted [redacted] To make my wedding reception great. My wedding was the worst day of my life. We gave her 5,917.00 for the food. That the Holiday Inn ran out of food. We gave them a enough money to get the food. Starting with head table. The food was suppose to be on the table when we sat down. There was no food on the table. Only bread and strawberry moose and drinks was on the head table. For the buffet: the salad was not right, we got roasted potatoes instead of mashed potatoes, steamed string beans.instead of cooked string beans. The chicken was tuff.we didn't get the extra gravy.They gave us breakfast potatoes. We was so mad that we didn't eat. Waitress had attitudes.nobody got champagne at all. Only the head table git the champagne.Everything was the worst. In the hotel room bathroom was nasty. The strawberries messed up. Everything was messed up.Desired Settlement: I would love to get all my money back. I love to get 5,917.00 back.

Business

Response:

Revdex.com spoke with [redacted] from the business. The amount mentioned in the complaint was for the entire even not just the food. The food came up to $3,918. They were informed of 187 guests, and there ended up being at least 220 people to feed, they only cook to the order they are given. They were told that the wedding planner would serve the head table, a B.E.O was signed stated Roasted potatoes, they were not given breakfast potatoes they were given a different cut of potatoes to try and feed the guests that were not accounted for at the time of the meal planning. The beans were cook as requested and the dishes did have gravy. The strawberries were taken up to the room by a manager and there was no mention of the room being dirty. Champagne was on all tables.

Consumer

Response:

I have reviewed the 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,

Hello, So [redacted] said its 3,917.00. Then where is my 2,000 at? She was not at the reception. The manager of the ballroom left early. She lie on the price. The price was 5,917.00. I have the B.E.O. If they give me 2,500.00. I will leave alone. If want take it their I can get people write statement.

Sent from my iPhone

The sad fact is this is the only hotel in the area with a recognizable name. For our wedding we required to provide a credit card in order to reserve a block of rooms for our guests. A week before the wedding we decided to book a room for ourselves for the the night of the wedding, when asked if we needed to pay in advance the clerk indicated we would pay at checkout. The day of the wedding, his parents asked to take over our reservation at the hotel since they had trouble sleeping in the guest house at our wedding venue the previous night. When they went to check in the clerk conveniently could not find the reservation and created a new one. However, our credit card was still charged the next day. When the reservation was made, there was no no clarification that our card was already in the system and would be charged regardless and completely unacceptable since we were under the impression his parents were going to be taking the reservation over (again: the clerk conveniently couldn't find the reservation when they tried to check in). This hotel is operated independently and requires a 2 night minimum, that means we were charged for 2 nights and his parents paid for 2 nights even though they only stayed one. That's over $400 collected for one room filled one night at a Holiday Inn! After repeated attempts to clear the issue the manager agreed to refund one night too us which is still completely unacceptable considering.

Review: This is the worst experience I have ever had at any of the Holiday Inn chains. When I arrived at the hotel, about 1:50am, I was faced with a lobby of about 6 people (2 men, 2 women, 2 children) who appeared to be in a group. There were 2 people at the front desk. One was waiting on the group and the other was looking down at the computer. Neither of the gentleman acknowledged me when I approached the counter. The one man who was also the manager, looked at me and said "Yes?" I told him that I was checking in. At the same time, a gentleman approximately 70 years old approached the desk and asked him to call an ambulance because he was having trouble. The man ignored his request and continued looking at the computer. I assured him that he could help the man who needed medical assistance and he slowly acknowledged us both. I stood there waiting for at least 10 minutes before the other gentleman assisted me. Neither of them wore nametags. The gentleman (not the manager), apologized for the wait and provided me with my keys. I was not told the internet code, time/location for breakfast or any other pertinent details to assist me during my stay. I asked for a copy of the checkin sheet that I signed (as I pre-payed using [redacted]). When the employee provided it, the manager yelled across the counter at me to "Give it back" because I was "not authorized to have it." I advised him that I just wanted a record of what I signed and what they authorized on my card in the event I encountered any issued. He kept yelling at me. I told him that he was being extremely unprofessional, rude, and that I would be filing the complaint on the basis of his unprofessionalism. He paced back and forced yelling at me and I told him goodnight before leaving the lobby to go to my room. As a woman checking in, alone at the time, I was afraid of his hostile behavior and lack of assistance. When checking in I also saw a couple bringing a dog into a "no pets" hotel which triggered my allergies.Desired Settlement: I want a formal apology from Holiday Inn in addition to a full refund for the horrible service that I received.

Consumer

Response:

[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.]

At this time, I have not been contacted by Holiday Inn regarding complaint ID [redacted].

Regards,

Review: On March 27,2012 I made a reservation thur [email protected] for July 13-July 15, 2012.cinfirmation [redacted] Due to circumstances I had to cancel at lesst 1 week in advance, I called reservation number and cancelled and was told I would receive 171.36 refunded due to cancellation, and I would see this in statement in August credit card statement. Cancellaton [redacted]. Due to events in life I admit I had overlooked this, but after going thur the past years statements I noticed that the refund had never taken place. I have emailed

Holiday inn at Tom's River and they did call me back and say that the total 342.72 would not be refunded or any of the 342.72. I find that this total robbery that they keep the whole 342.72.

I can see a cancellation fee or maybe 1 night stay but not the whole 342.72 . I wass told by reservation I would recieve half back but never evne received that. This is just not right to me to pay whole amount and no services were ever rendered.Desired Settlement: I would just like at least half the amount refunded 171.36.

Review: I had wanted to organize a shuttle service to and from our wedding venue([redacted]), and had communicated this in my first correspondence with [redacted]r in February of 2014. She committed to follow up with me as the date got closer. This follow-up only occurred after I initiated it, and she then told me she had to check if the shuttle and driver would be available. She explained that an additional van would need to be rented specifically for my event. As with many of my other interactions, this was infuriating, as none of this was communicated to me previously.

Thankfully she was able to organize the extra van and driver. I signed the contract, and communicated the pick-up times at the hotel, and at the venue. The pick-up time at the venue was not reflected in the contract, but I had communicated it to [redacted] via email. I thought, at this point, that this topic would require no additional attention. I was wrong.

The trips to the venue were largely uneventful, but following the reception at 10pm (the agreed upon pick-up time) the driver was nowhere to be found. My expectation is that he would have been there early and waiting for us seeing as this van was rented specifically for my event. He did not show up until around 10:30pm. The events that transpired up until, and after he showed up were ridiculous.

At least two guests (that I am aware of) had called inquiring about the status of the shuttle. [redacted] was the attendant at the front desk. Both of these guests were hung up on, not once, but twice when trying to inquire about the shuttle. This is completely, and utterly unacceptable to me. Both of these guests immediately came to me and complained about how rudely they were treated. On top of the driver being late, it really put a damper on what was otherwise a great evening.

Now for the reason that he was late. It became apparent immediately, and confirmed in person later in the night, that the Holiday Inn was using the van that I had rented to do double duty for my event, and to shuttle people to the [redacted]. I had learned earlier that the hotel was very busy as [redacted] was performing there, and the Hotel was using the van that I had paid for to handle the overflow from their own shuttle. At no point was this ever disclosed(verbally, in email, or in the contract), nor did I ever agree to these terms. Because of the underhanded behavior of the hotel, my guests were left waiting. If I this had been disclosed initially I would have arranged my own transportation with a 3rd party company, and would have been undoubtedly happier.

I am OUTRAGED about this, and I demand a full refund ($379.05) of the fee I paid for what I was led to believe was exclusive use of this vehicle. I am not in the business of financing transportation solutions for [redacted] branded hotels. The agreement I made was for transportation of my guests, and not for the rest of the hotel to go to and from the [redacted]. I feel completely violated and taken advantage of. If the Hotel needed additional transportation for that evening they should have arranged for it, and not piggy-backed off of an unsuspecting guest because they thought it was convenient. I will not stand for this behavior, and am truly concerned about how many other guests have been taken advantage of in the same manner.Desired Settlement: Full Refund of fee paid for shuttle.

Consumer

Response:

Hello [redacted]

I wanted to keep you informed. Please see below for the Hotel’s response to my complaint. I could not see where to respond within the message from your internal system.

The hotel intends to refund the fee that I paid, and this is an acceptable resolution for me.

Thanks,

From: [redacted]

Sent: Monday, September 22, 2014 1:54 PM

To: [redacted]

Subject: Holiday Inn Shuttle

Dear [redacted],

I am reviewing the events of the night with my team members. We do a lot of wedding groups and have had no issues. I wish that this was your case. I am adjusting the entire shuttle off your folio. Would you like the credit to be applied to your [redacted] card ending in [redacted]? If so I will apply it today and you should see it by Friday. I will also send you a copy of the folio. Once again I do apologize for the poor service that you experienced.

Area General Manager

O ###-###-#### M ###-###-####

Holiday Inn - [redacted]