ComplaintsforHoliday Inn Express

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked 3 rooms on Oct 20, 2021 for Sept *****, 2022 was told they would charge me for the first night for each room up front to which I agreed. When I later got my statement was charged for the whole stay for each room they charged each room separately on the credit card. I called and completely canceled 1 room on Nov 13, 2021 and was told that would be refunded after 2 weeks and several attempts to reach the hotel about the refund finally got it credit to my credit card on December 9, 2021. The 2nd room was suppose to be put in under ************************* and his card was showing a pending charge for the hotel and when he called when they never charged it to the card they said all 3 rooms was canceled there was no rooms under ************************* or *********************. When I called and asked why the 3rd room was canceled all they could tell me was it was done by the General Manager for other reason. When I asked when the General Manager would be in for me to speak to all they could tell me was they didn't have access to his schedule. All I wanted was 1 room kept under my name and 2nd room put under ************************* and 3rd room completely canceled. The hotel keeps telling me I only had 2 rooms charged to my card but my statement has 3 charged to it. When I called the hotel corporation they said give them ***** hours and they would get back with me. I waited over 72 hours and called them back and was hung upon 3 separate times before getting thru to the manager at the corporate office he tried to call the hotel and he could not even get thru to them. He finally said he had to side with hotel since he didn't have their side. All I want is my room or my $582.63 credit back to my credit card. I would really prefer the room. We stayed at this hotel last year for the Duck tail Car Show and several friends have also moved over to this hotel for this year.

  Customer response

  01/31/2022

  This is ********************* calling about complaint number ********. We finally got it resolved, they gave my refund to someone else that wasn't even on the credit card. So, it has been taken care of.

*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. ↩