ComplaintsforHoliday Inn

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  HOLIDAY INN EXPRESS ****** ********************************************************* Hotel Front Desk: ************ Check In: Check Out: 21 Jun 2024 22 Jun 2024 Estimated Total Price:$236.43 (USD)We checked into the room and it was not as advertised - the room had no sofa bed as per the listing photos, it was dirty, there was a a hole in the ceiling and the worst thing was that it smelt like stale urine. We complained and the manager showed us more rooms - they were still not as advertised, small and smelt bad but we had no choice as our kids were tired after a long day of driving. The price was really expensive for what was on offer we had to pay a resort fee and a parking fee, plus the parking spots were taken by numerous city of los **************** trucks who were staying in the bigger suites at the hotel.We complained to *** headquarters - whilst doing so we noticed the front desk cancelled our reservation so we couldnt file a complaint. *** headquarters agreed that we would not be charged they gave us a case number *********** The front desk pretended that we cancelled it but *** headquarters saw that it was initiated by the front desk. But we had no place to go. After little sleep we checked out the following day and complained again. The manager would not refund us the money.That day we were charged ****** We phoned the manager who would not refund us the money and refused to let *** and amex refund the money. *** said they could not do anything as it was up to the local manager, that is why we are reporting them to you. The hotel management are crooks and should not be able to get away with this behavior. I've attached screenshots to show that it is happening to lots of other people too.We called the *** headquarters and they now are not helping. *** should take responsibility for their local managements terrible behavior!

  Business response

  08/05/2024

  Mr. ***** *********************** check into the hotel. She came back to the front desk demanding a suite. She did not book a suite, she booked a standard room with 2 queen ***** We do have rooms that have a sofa bed in the room but that was not what was reserved. The front desk agent showed her what rooms we had that had not been check into (we were sold out) and let her pick which room she wanted. I have attached the user activity for this reservation showing we never cancelled this reservation, and we never changed the room type. After choosing which room she wanted to stay in. she then called IHG guest relations and filed a report. ** opened a case and requested that we allow the guest to cancel with no penalty as she did not want to stay at our property. I spoke to the front desk agent and told him that we will allow them to cancel with no penalty since they were not happy at our hotel. The ** went to the room and told ********************** that we would allow the cancellation with no charge. ********************** told the ** the room was fine and they did not want to leave. The guest chose to stay at the hotel therefore owed the hotel for the night they stayed. They have filed a credit card dispute and called IHG GR again and they have sided with us due to the fact we were willing to allow them to leave with no charge but they refused and stated the room was fine. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We checked into Holiday Inn Express about 8 PM on December 31, 2022 and left early at 6 AM on Jan 1, 2023. When checking into the room, the room reeked of smoke but no others were available so we stayed in the room with our family for the night. When we checked out we were charged $250 for smoking in the room, something we would never do or even consider. Neither my husband or I smoke anything, live a very healthy lifestyle (I am a nurse and my husband manages a gym). Additionally. my six year old son who was with us is extremely allergic to smoke and as a result we avoid any place where smoke is present. We did not smoke in the room and would be willing to say that we didn't, under oath. The hotel showed a picture of ashes in the room but they most certainly were not from us.

  Business response

  05/01/2023

  After the guest checked out of the hotel the housekeeper went into the room and found the room smelled like smoke and found ashes on the toilet. Upon arrival the guest agreed to a $250 charge if they smoke in the room. The guest has filed a credit card dispute and the credit card company sided with the hotel as we sent pictures of the ashes on the toilet and a signed statement from the housekeeper that found the ashes in the room. 

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