ComplaintsforHoliday Inn Express & Suites Longmont

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked online for a room for King *** at a set price. I was there for a funeral. ****** front desk checked us in and put us in a double queen. I called down said this is not what I made reservation for. He apologized checked us out and put us in standard king room. Stated we would be compensated because of confusion. We asked for our room to be cleaned and housekeeping left no linen. We had to go downstairs after burying our sister and ask for clean linen. Upon check out we were charged over the price I booked on line. I have called IHG to get this resolved and the manager on duty and IHG have not helped in getting this matter resolved nor do they return calls. IHG at this location is absolutely awful and how they handle customer complaints both the hotel and IhG is unacceptable. We are customers asking for the difference we are not asking for anything other than that. If this is how they handle customers certainly do not and will not ever stay at any of their locations again.

  Business response

  10/04/2023

  I apologize that the guests stay was less than satisfactory. We did our best to accommodate in offering different options. Initially we had seen that a King ***** was requested and since we did not have it but this was a guaranteed room reservation we offered a two queen which in place of a King and a pull out sofa would have offered two queen ***** We felt this was the best option. The guest disagreed  and chose to go with a Standard King. The standard King for that night was $290 a night due to a *** football game so we chose not to change the rate or it would have gone up significantly. Instead ****** offered a discount for the inconvenience and applied it immediately. The guest agreed but later decided upon more compensation. Unfortunately several cases were open within IHG, we had an agreement and held up on our end and then were fined ******. I cannot further discount the room. I apologize. When issues come up we really try our best to meet the guests needs and we did offer multiple solutions. This is what they decided on. I have attached documentation as well. 

  Customer response

  10/05/2023

  We were never told any reason other than the room I had selected was not available. We were never given any rates which is why we did not question the move. We were their for a funeral and already had to move to one location with all our luggage and then to have to move again because of lack of communication we just decided to stay so we did not have to pack everything again and move rooms. When I was on the website I chose the room I chose since we were going to be staying for several days. This hotel was by far the worst one and communication lack of an no response from the so called manager is uncalled for. 
   We even stayed at other holiday inns and never have we had such an experience as this one. 
  To come back from burying your sister to a room you thought was clean and then have to go back downstairs and ask for linen because none was left.

  I also have to say we were not satisfied is also a problem. The reason being again is no one told us about the price change ever until we checked out. To blame the customer for the staff lack of training or communication is very unacceptable.

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