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ComplaintsforHoliday Inn Express Hotel & Suites
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
June 1, 2023 My friend and I check into Holiday Inn and check out on June 2, 2023. The hotel assistant manager came to the room and accuse us of smoking in the room. We explained to the manager that neither one of us smoke at all and the room had an odor when we first check in on June 1, 2023. We was told that there is a no smoking policy in the hotel. We tired to explain to the hotel managers that we did not smoke in this room and they are falsely accusing us of smoking. I reported this incident to the corporate office on June 2, 2023. I just look at my credit card statement and see that Holiday Inn charge me $385.70 instead of $135.70. I asked the manager if they feel as though we were smoking in the room it will be great if they need to call the fire department to verify while we was there to verify to determine if we was telling the truth. I just call the corporate office today on June 5, 2023 to ask why did they charge my credit card $385.70. I was told that the general manager said that is what they are going to charge us for the room. This hotel is illegally charging customer extra fees and it is a violation of our rights. Due to the fact I believe this hotel does not receive a lots of business that is how they are staying in business by making up false allegations and over charging the customers. The manager did not try to call the fire department at all because they know that particular room is invested with some type of odor such as cigarette and some of bacteria smell in that room. The whole entire room is smoked out. I am quit sure they have not never clean that unit out in months or years because the odor is magnified and soak into the walls, curtains, carpet, etc.Business response
06/13/2023
June 2, 2023 around about 9:30am the head housekeeper reported that it was a strong marijuana smell coming from room number 105. My assistant gm went down to the room and knocked on the door. Once the gentlemen opened the door for her it was a puff of smoke that came out. She advised him that we have a no smoking policy. He then told her he wasn't smoking anymore. When Mrs. ******** and the gentleman checked out she stopped at the front desk to tell the general manager (which is myself) and my assistant gm that they were not smoking. I went to the room myself to smell and it smelled horrible. There was also marijuana seeds in the sink and there was a brochure laying on the bathroom floor that contained marijuana seeds. I have been in this business for over 13 years and I most definitely would not say someone was smoking in a room if they have not been nor would I make a charge without a valid reason. The room did not have that order when she checked in because she would have reported it to the front desk agent or she would have asked for a different room. Mrs. ******** signed her registration card and it states at the bottom that we have a cleaning fee charge of $250 for smoking.Business response
06/21/2023
I have attached the photos that were taken. We are unable to take a photo of the marijuana smell that was coming from the room that eventually came down the hallway. The guests states that the room had this particular scent but she decided to stay in the room all night with no complaints. The scent in the room upon her departure was a fresh scent not a scent that had been in the room. There is no way possible for a stale scent ,that was supposedly in the room upon check in, to make it down the hallway to the front desk that morning.Customer response
06/23/2023
Complaint: ********
I am rejecting this response because: The manager just stated as followed, "The scent in the room upon her departure was a fresh scent not a scent that had been in the room".Those words are her words. She also stated that the smoke scent travel down the hallway. When I was departing / checking out from the room that morning she said the room had a scent that was FRESH. How is it possible for the marijuana scent as she stated travel down the hallway suppose to be Fresh? And if that was true the Room would have had a marijuana scent as well not a fresh scent at all.
Her statement is not True and she not been truthful. Earlier in her statement she stated a puff of smoke came out of the room now she saying there was a fresh scent when I was departing or departure.
She knew they gave me a room that was very stuffy from the beginning. It is impossible for a room to have marijuana scent and it travel down the hallway and five minutes later the room had a Fresh scent after I departed from the room. The window, I supposed can not open at all and I did not try to open the window because I did not have anything to hide.
She honestly not telling the truth.
Sincerely,
******** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.