Holiday Inn

Review: Extra charge for two rooms,never been used.Desired Settlement: Two rooms extra charge should be refunded.

I am reporting a recent incident I have had with the Fitchburg, MA Holiday Inn (previously the Fitchburg Marriot). I have enjoyed staying at this location and participating in dog shows here many times in the past when it was under different ownership. Several weeks ago, planning to participate in dog show at the Fitchburg Holiday Inn and Water Park, I made a reservation at this hotel site. I didn't ask for a special room rate. I just asked for a dog-friendly room. I realized a few days ago that I would not be able to attend the show, so I called the Holiday Inn to cancel the reservation (SIXTEEN DAYS IN ADVANCE). They said that they would cancel the reservation, but that they would still bill my card. They said that my room rate was a "special book-early" rate (hardly a good deal... the rate was $140/night... this was definitely a splurge for me, and I have learned that the price was above what was promised for dog show exhibitors) and that it was non-refundable. They claim that they asked me if the non-refundable rate was acceptable. I do not recall such a conversation, but, of course, I have no way of proving that. I have both called and emailed the corporate "customer service specialists," and their version customer service consists of reading a policy statement regarding non-refundable rates. They claim that *they have no way to cancel a credit card reservation with this "flexible" rate* (if you can't change the reservation, how is this flexible?). I'm disappointed with this policy. This is a busy hotel with a water park. Chances are, they will book my room and receive double-payment for the room. I am also disappointed with the poor customer service I have experienced while trying to resolve the issue.Product_Or_Service: Hotel RoomDesired SettlementHoliday Inn should not bill my card.Business' Initial Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]This guest booked through a third party (Holidex) at a full prepay, no refund if canceled or changed rate of $128 plus tax of 12.42 for a total of $140.42. She asked for a pet friendly room and not the dog show block room rate, which was $99 per night. This hotel cannot refund any money for canceling or not showing up when a guest books through a third party at this special rate and with the documented understanding that it is prepaid.

Review: while in North Carolina on 5/15/13 we checked into the ramada inn (holiday inn) while arriving we confirmed with the women at the front desk that we would be there until sunday 5/19/13 she confirmed and we paid her cash. after giving us our room key we went to our room and discovered the smell in our room was unbearable and asked to be moved.She moved us with no issues. the following day we tried to enter the hotel thru another entrance and our key would not work so we had to walk all the way to the front of the hotel to get new keys this issue occurred 3 times. other issues were that our toliet would not flush nor would the sink drain, every morning housekeeping would come at 9 am and we would ask that they come back in an hour to clean our room and they said no because they were finished for the day (our room was never cleaned during our stay).On saturday 5/18/13 we recieved a knock on the door asking if we were checking out and I told housekeeping no we were not then I proceeded to call the front desk to confirm that we were checking out on the 19th they confirmed that was correct. We checked out on the 19th. Today 5/28/13 we received a phone call from the hotel explaining we owe them more money for the extra day. I explained to the gentleman the situation and he told me he needed my credit card and then would investigate the situation. I believe something is not right with this situation.Desired Settlement: I would like a refund of the charges that was charged to my credit card today 5/28/13. the reservation was made under [redacted]. I DO NOT want an coupons I will never stay in another ramada inn/holiday inn ever again!!!