ComplaintsforHolliday Inn Express

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan. 7th we were notified by our local sheriff by text that surrounding beaches may need to evacuate the following day, January 8th. We ******* local hotel, Holiday Inn Express, in ***** *** *** ******* *** *****. Saw a phone number to call to make a reservation. My husband reserved two rooms, one for us and one for my son and his 3 sons and their mother, because they live with us. After reserving them he realized it would cost us 508.00 for one night. He called the number back immediately and canceled the rooms, that was with ************* who he made the reservation through. They said, no problem, they sent an email to my husband stating the rooms were canceled and we would receive a full refund, ( please see attached.). About 5 days later checked with bank and refund had not been deposited. So my husband calls *********, they say oh so sorry but no refund, hotel says you were a "no show". So we went by Holiday Inn Express to talk to the manager, *** ****. She wouldn't look at the cancelation paper we had and told us they had held the room for us and would have lost money. We said we had canceled according to their policy. No you didn't she said we did not receive the cancelation notice. You were a no show. She said it happens to a lot of people all the time and it wasn't her fault because it was a third party who handled it. I told her the party was on their website, and Holiday Inn should be responsible for who is on their website. Later I talked to another person on the phone at Holiday Inn, she said they would never charge that much for a room! That's how far I've gotten with management at hotel. I've called ********* numerous times, they say they will ask the emulation people to make an exception to the rule for us. That was today, Jan. 29th, 2024. They have sent my husband a voucher for half of the 508.00 for a hotel stay, but we need the money. We stayed home during the storm and indured. Thank you, ****** *********** ******************* ************

  Customer response

  02/01/2024

  ********* on Holiday Inn Express website should also be held responsible for denying us our refund. They should be contacted also.

  Business response

  02/06/2024

  To Whom It May Concern,
        I understand there are questions about the reservations that were made by *** *********** on *********. ********* is a third party booking that book rooms for a guest that earns commission. As a guest you would call or book on line with ********* and give them your credit card to pay for your stay. ********* in return gives the Hotel their virtual credit card they generate for the guests stay. We do not have anything to do with how much ********* charges the guest and are not allowed to give any receipts for a third party booking. The Hotel then has a credit card from ********* that is not the guests personal credit card that we charge upon check in. In this case the Holiday Inn Express had a reservation come in on our external reservation system for the ***********s at 19:01 on 1-07-24. We have a cancellation period of 24 hours before your stay which has already been breached by it arriving in our system after 6pm on 1-7-24. The guest was charged a NO SHOW on our end due to policy. I do see where the guest cancelled with ********* but when the reservation come in to the system it was past our cancellation point. The guests are allowed to canceled with the third party site but usually don’t get refunded or the third party refunds theirself. On the website when booking third party is says no cancellations or refunds before you sumbmit. This is the way the policy has always been for Hotels and Third party bookings for years.
  
  
  Thank You,
  *** *******
  Holiday Inn Express
  ****** *******
  02/05/24

  Customer response

  02/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Customer response

  02/07/2024

  In the Holiday inn Express response the manager said we did not cancel according to their policy. On the cancelation paper from ********* the cancelation was recorded at 4:28 the day before the reservation. Holiday Inn policy states it must be 6pm the day before.so we did what the policy is. If ********* did not send it immediately when we canceled that was out of our control. Also, if Holiday Inn received the reservation from ********* so quickly why didn't they receive the cancelation just as quickly? I am not responsible for the combination between Holiday Inn Express  and *********. ********* told my husband that the rooms were canceled and we would receive a complete refund as stated on the paper I attached. We could have called the hotel if we knew we needed to and if their phone was listed on their website at that time. I've noticed they have added their phone number since January 8th incident, in very large print, located so you can find it. This whole incident makes me feel like I've been scammed by both Holiday Inn Express and *********, no doubt in my mind. The manager told us it happens to alt of people, like that is a good excuse why we don't deserve a refund. They still had plenty of time to rent our room out and I can't imagine why they wouldn't if they were completely booked for that night. They received our cancelation the night before January 8th, according to them. I have had 508.00 stolen from me by these people and evidently so have many others.

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