Complaints

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• Initial Complaint

  Date:02/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello during this 30 day stay my mom was suppose to check in due to her having surgery which was checked in under a housing authority we drove almost two hours to get to this referred beautiful location just to get to the check in and be greeted with a unprofessional attitude also turned us around to drive all the way back home also threaten to cancel our reservation the 30 day reservation stay was booked online the manager by the name john was so horrible and unprofessional also stating he was a supervisor that is running the hotel customer off by not going over and beyond also arguing with the customers stating we need to have the credit card booked physically which we left at the house due to the reservation being booked online also screaming they are three people in front suggestion to use our card rather not asking are we with that party we could of just been dropping the customer off from the denial to the unprofessionally john does not need to be a supervisor he denied us twice making us drive home in the dark and no room stating 4 different things as reason why he couldn’t take the reservation on file we felt vulnerable and he said nothing he can do informing us this reservation will be cancel and free of charge when he just had informed us the room was not paid for so what card was he using on file if he just stated the room was not paid for john also stated where the f word he gone get a form from on a Sunday evening this is not how you treat customers i’m thinking about hiring me civil attorney for small claims court this is very unprofessional as we got turnt away

  Business Response

  Date: 02/23/2023

  Good Afternoon Sir or Madam,

    I would like to first apologize for any confusion or inconvenience that this may have caused our guest in regards to this complaint.

    I do remember on a Sunday (few weeks ago) we had a reservation that was trying to check in but was unable to provide a method of payment.  I believe I conducted my self in the most respectful manner and tried to provide different options of payment since our policy states that we need a Credit or debit card at the time of check in.  I remember the guests getting loud and demanding that I check them in with the card on file since that was the one paying for the room accommodations, but unfortunately our Policy forbids and doesn't allow us to use a credit card with out the proper documentation or having the physical credit card on property to approve the charges.  I remember that they said they are refusing to use their personal credit card as I suggested to have the company who was going to authorize the charges contact the hotel.  I never received a phone call .

   I once again apologize for any misunderstanding or confusion but We have to stay true to our policy and protect our customers when it comes to credit card actions.

    Thank you for listing and please feel free to reach out to me to discuss more in detail.

    Have a wonderful day.

  John M****
  

  General Manager

  **********************

  Holiday Inn Orlando East- UCF Area | 1724 N. Alafaya Trail, Orlando, FL 32826
  Tel: 407.745-5466 Fax: 407.381.5456

  Customer Answer

  Date: 03/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: The Hippa policy wasn’t the issue the issue was the unprofessionalism and how rude the manager was when you should be trying to go over and beyond for your customers, no voices was raised because it was a one woman resolution and it was the inconvenience that was caused during the hassle of being not accommodated 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/22/2023

  Good Afternoon,

    We would like to apologize again and clear up any misunderstanding or miscommunication about our policy and procedures.  I do understand that you thought the Manager was unprofessional and rude and not going above and beyond or presenting options but unfortunately if no method of payment is provided at check in we are unable to check in the guest.  We feel the Manager did a fantastic job offering suggestions and different options to help the guest be able to check in to their room.  I am sorry if you did not agree with these options, but we make sure each and every guest has every opportunity to be able to check in as long as both parties agree.

   The Holiday inn did everything morally and legally to resolve and come towards an amicable resolution on our end.

    We hope you will stay with us again in the future so you can see how wonderful and professional each and everyone of our staff members are.

    Thank you again and have a wonderful rest of your week.