ComplaintsforHoliday Inn Express & Suites

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I stayed at the Holiday Inn Express in Lenexa Kansas from 7/15/2021-7/17/2021. We booked two hotel rooms through Expedia and were asked to put our card on file with the hotel when we arrived in case of any room damages. We checked out and then were charged on our credit card ($141.49 for each room) for the two rooms. My wife and I called the hotel and the manager (***** *****) refunded one of the rooms, without contacting us in any way and we discovered the refund on our credit card statement, for $141.49 but he did not refund the other room. We have now tried to call at least 15 times, have left voicemails, attempted the online messaging system, and emailed him personally without any response or call backs. We finally had to dispute the second charge of $141.49 with our credit card which may take up to 60 days to resolve. We would like this company to refund us for the amount of $141.49 to resolve this issue. We are very displeased with ***** ***** and the ******* ******

  Business response

  10/05/2021

  I have attached the following documents showing refund of accommodations.  
  
   
  
  The first room under ***** ******* for two night July 15 & 16, 2021 – these were booked through *******.  We collected an advance deposit for the first nights room and tax of $96.48 and the second night of $141.49 plus taxes.  The total for the entire stay $237.97. 
  
   
  
  ***** ******* was refunded, the second night of $141.49, by the former General Manager on 7/23/21.  
  
   
  
  We found the second reservation, that wasn’t under his name; but a separate name of ***** ***** ******l.   I have attached the refund in the same amount of $141.49 that took place 10/5/21.   This refund was also for the second nights room and tax accommodations. 
  
   
  
  So in essence, the hotel has lost two nights room and tax that the guests used.  As they admit to two night accommodations for two rooms. Totaling $282.98.  In good faith for this customer, not having a proper explanation of the charges and the length of time for a proper response, we have gone ahead and refunded.
  
   
  
  Upon check in we authorize an additional $50.00 on a credit card for incidentals, such as charging food or beverages to the rooms, not a damage deposit as stated.  The $50 is released the day of checkout. 

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