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Business Profile

Hotels

Holiday Inn Express Hotel & Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    According to Holiday Inn, a reservation was made by Booking.com for a stay there March 22 to March 25th. I never made that booking, I knew nothing about it. I was charge ****** on March 22. I called them to see what this was about and was told that was the fee for not showing up. Of course I never showed up I didn't know I had a reservation, Then on March 23 they charged an additional ******. I again called them. Explained the situation, they did credit the ****** but as to the ****** basically I was told I have to contact booking.com. I have made several attempts to get hold of booking.com, but without a confirmation and pin number you can't reach them. I don't have a confirmation number because I didn't make that reservation. Holiday Inn will not refund my money and I can't get hold of booking.com.This is not right. I disputed the charge and I would like the amount credited.Thank you,*************************

  • Initial Complaint

    Date:07/10/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stayed in this room # *** for 3 days, the room is mold ridden. I also complained to ***************** I want a full refund for all 3 days as I breathed mold for 3 days...after having surgery here in *****, **.

  • Initial Complaint

    Date:06/28/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am extremely dissatisfied with how this issue is being handled. My daughter and I made a reservation for the hotel for 4/20/2023 for one day until our AirBNB was ready. During this time, the weather was very bad. It was raining and there was even an issue where the airport in Lauderdale was flooded the week prior. We arrived at the *********** on 4/20. The flight continued to be delayed on 4/20 and would eventually be cancelled. While all of this was occurring, I remained in close contact with the hotel. Advising that we would be arriving late and then finally advising that the flight had been cancelled and we would be rescheduled for the first available flight out the next morning on 4/21. The man I spoke to that night stated he understood but that I would need to speak to the manager about my refund. On the next morning, I contacted the manager and he showed ZERO empathy!!!! Advising me that they were still up and functioning!! Are you serious!!? Were we supposed to walk from ******, ***** to **???? This wasn't an instance of me NOT wanting to stay. I wish the flight would not have been canceled and that we would not have been sleeping at the airport. I demand my money back. I have been a loyal member since 2014. I travel for business twice a month and will always book IHG when I can out of loyalty. I will not stop at this level if this is not resolved. I am demanding my money back and an apology from corporate for this issue. This is not how you treat a loyal customer. Reservation number: ******** *************************** and *************************

  • Initial Complaint

    Date:06/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ************************* of ************* ******* am filing a formal complaint against the Holiday Inn Express hotel and suites for their front desk representative ***** for stealing and pocketing an extra $100 from me. I checked in yesterday June 12th, 2023 with him and he informed me that after the $100 deposit and the room I will have to pay 640+ dollars. I gave him a total of $700 cash. He gave me a receipt and to my knowledge the receipt reflected the money I gave him. I booked on booking.come and my entire stay should have only been $448 However, after speaking with another desk person they both told me that I was sadly mistakenly. This dishonest employee actually receipted 548 and pocketed the extra hundred I gave him on top of the $100 refundable deposit. I have requested for the cameras to be ran and listen to the audio because you will hear what he told me. I had to ask my mother the okay to pay the extra $100 dollars. In all of my years visiting hotels this is the first time I have ever ran across a company that hires dishonest people like this. This should be investigated to the fullest and necessary measures to be taken to remove this employee from this position because he is stealing. After reviewing some ****** reviews this morning I also notice that this is not the first time it has happened. I read a comment that said there is a money scheme going on for anyone that pays cash. This should be looked into consideration and taken very seriously.I do not believe this is the first time he has done this. The resoluation I am looking for is a full refund of my $100 that I was overcharged for. I have attached my booking resvs as well as my receipt that I thought reflected the money correctly but did not.

Holiday Inn Express Hotel & Suites is NOT a BBB Accredited Business.

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