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ComplaintsforHoliday Inn Express
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We booked the room and less then 10 min later needed to cancel and the hotel will not refund us they state on there website no cancellation but it was less then ten min that we booked and cancelled. I contacted the company and they will not refund the moneyBusiness response
10/20/2021
Business Response /* (1000, 5, 2021/09/30) */ Guest came to check in to the hotel prior to its scheduled check in time. The guest became upset because they could not check in at about 8am when we were sold out the night before. Housekeeping comes in and starts processing rooms at 9am. We offered to contact them as soon as a room became available. In there mind this was not acceptable and they left the property and wanted to cancel the reservation. Per the terms and conditions through the online travel agent that they booked they would be charged a cancellation penalty if they chose to cancel their reservation. They did not cancel and the reservation was held but the guest did not show up after their initial visit in the morning. Consumer Response /* (3000, 7, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We decided not to stay at the holiday inn and thought that was made clear when we spoke to the woman at the desk. We were not upset at all just disappointed. The woman at the desk was very professional and did double check for us. All we are asking for is a refund it's not right to charge a full price for a service that wasn't issued. Consumer Response /* (3000, 10, 2021/10/01) */ I would also settle if they would give us a free night stay on a night that we select
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.