ComplaintsforHoliday Inn Express Louisville Airport Expo Center
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Complaint Details
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Initial Complaint
03/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I made a reservation for two nights back on November 19, 2021 arriving Friday, February 25, 2022 checking out Sunday, February 27, 2022. As the date of arrival got closer, I was informed that we did not have to be at the nearby facility as early as initially anticipated. (We were coming to town for a volleyball tournament.). I ALWAYS make a point to call to cancel, or make changes if needed, by the day prior to arrival as that is the common standard cutoff. In this case, I did call on Thursday, February 24th around 3:00 pm to cancel my Friday night reservation and arrive on Saturday for one night instead of two. I have a hard copy printed out of my confirmation and it specifically states on my paperwork that I had until Friday, February 25, 2022 to cancel with no charges. I thought this was odd since it was past the check in time but assumed it may be because I am a rewards member. With being sent this cancellation policy with my reservation confirmation, I was extremely shocked and upset when I was told that they would not allow me to cancel as I had to do so prior to 48 hrs. I stated that the cancellation policy that was sent to me, from the hotel, stated otherwise and they did not care and refused to refund my money. What was really strange is that within 10 minutes of hanging up from the hotel on the 24th, I received an alert to my phone where they went ahead and charged my debit card the entire cost of the weekend (Feb 25-27) when I wasn’t even due to arrive yet. I’ve never seen anything like that. I did have a case opened and the hotel is still refusing to refund my money for the 25th. They are stating that the volleyball club, not myself, had a contract with them that trumps the contract I had with them. If that’s the case, they should NOT have sent me a cancellation policy stating that I had until the 25th to cancel. That is on them, not me. I want my money back!
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.