ComplaintsforHoliday inn Express & Suites LIbertyville
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Complaint Details
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Initial Complaint
03/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I rented a room at holiday inn in Libertyville ** on March 8th 2024 and checked out March 10th 2024 the reservation was for 2 days and they charged my card 3 times. Which in the end made me pay double for the room. I went through their reviews and found that this was common practice at this hotel. I have uploaded these reviews and also my bank transactions showing they charged me multiple times. By my calculations they owe me around ****** roughly. I want my money backBusiness response
03/26/2024
The guest was not charged double. there was hold on guest card for incidental which is $75 for 2 night stay each . The funds were released after the guest checked out which is a normal practice for All ***** stays . Then its up to the guest bank when they show credit on the Guest account .
we had emailed the guest and called the Guest and explained it to her, guest and her husband were very upset and kept ******* and being disrespectful to our staff. Eventually after our second conversation she seemed somewhat satisfied but still said she is going to try to Defame us on media and every possible venue. IHG customer service faced similar results with guest .Customer response
04/01/2024
Complaint: 21412418
I am rejecting this response because:As of 04-01-2024 I have yet to receive the $75 back for the incidental. If the money was returned it would be very easy for them to prove this. The money was never "on hold" they removed it from my bank account. I have already sent documentation proving they took out 3 separate charges. Which none of them were returned. I simply want what was overpayed. Holiday Inn Express can easily show a transaction to the BBB but won't because they have scammed me and other customers the same way. The burden of proof is no longer on me.
Sincerely,
****************Business response
04/17/2024
Dear
Sir/ *****
we have investigated Complaint #******** and the guest was charged only ****** for her first reservation of one day (3/8-3/9) and $111.89 for second reservation (3/9-3/10) which she made. all her incidental hold were automatically released after the guest checked out, we can not load her folio due privacy proto call we follow. If she sends us written request to release the stay folios to you we will.
the guest has been emailed the folio's multiple time .
regards
Holiday Inn Express
Libertyville
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.