ComplaintsforHoliday Inn Denver East - Stapleton
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Complaint Details
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Initial Complaint
10/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
When my wife and I arrived at holiday inn Denver East-Stapleton 09.26.23 we were assigned room ****. After entering our room we immediately noticed the the room had not been cleaned, the main issue being the second of two beds was not made (no sheets etc.) and the first had not been changed either. My wife immediately went to the front desk to remedy the issue and was told they had been experiencing this with check-ins all night as multiple rooms had not been cleaned at all or properly. So we were moved to a different room that was in a worse condition than our first room. Three big bugs on the floor, beds not made, mud tracked in the room and the lights were on like someone was already occupying the room. So go back down to the front desk and we were told that there were no other rooms available for the night as several rooms were in this state. We were then given the option to either stay in one of the two dirty rooms or check out, so we checked out. This all was done in less than an hour. I was promised that I would not be charged for the room as we were not going to stay in either of the dirty rooms. On 9.28.23 however I was charged $28.95 and then on 10.3.23 I was charged an additional $62.00 and my IHG points were also taken from my account. I had used them to obtain an IHG reward night room for $62.00. I do not care about the points as I will NEVER be staying at an IHG hotel again. I have called the holiday inn Denver and spoke with ****** the front desk manager and ****** the manager who assured me the refund would be processed and nothing happened. I then emailed IHG directly and placed three calls directly to the company and have heard nothing back. I would like to be refunded the total amount of $90.95 that I was charged even though I did not stay at the hotel for the reasons stated above.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.