ComplaintsforHoliday Inn Express & Suites

• Initial Complaint

  03/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a $250 smoking fee after I checked out. They are LIARS! I do not even smoke and definitely would not do so in a HOTEL! They are clearly getting over on people and this is their method of doing so. I do not appreciate being LIED on and definitely do not appreciate the front desk representative, ******, hanging up in my face because she could not handle an irate customer! Who wouldn’t be livid after someone LIES on you? They can clearly run the cameras back and see two of the 3 of us going outside to smoke! They should probably be more concerned with the 6-7 children running all over the hotel and outside last night at 2 AM playing! Or the fact they don’t tell their guests construction is going on at the place next door even on SATURDAY and SUNDAY and you will be woken up at 7am! I will never stay at anything affiliated with IHG hotels! If they don’t apologize AND return my money I will be disputing it with my bank! This is ridiculous never in my life have I had this happen! And they need to train their employees on how to deal with irate customers I assure you it is not to hang up in their face TWICE!!

  Business response

  03/21/2022

  Guest was charged $250 for smoking marijuana in the room photo evidence is available also other guest complaints of the smell and the room had a very strong smell once the guest checked out. Her room was located on a corner We do not charge any type of fees unless we have concrete evidence. Guest did state to BBB and IHG Customer Care that her and 1 of her guests “smoked” outside. Guest has continued to call the hotel and IHG Customer Care yelling and screaming multiple times, I tried to inform her that once she threatened legal action we could no long speak to her, she also told IHG Customer Care she was filing a lawsuit. When I did try to speak with her she will not stop yelling long enough to listen to anything anyone has to say. It is clearly stated on our website and at check in that we are a non-smoking hotel and marijuana is in fact illegal in the state of Mississippi weather it is smoked inside or outside. The staff including ****** is instructed to discontinue a call when a guest becomes verbally abusive, she continued to call repeatedly to the property and to IHG Customer care. On the first call, ****** informed her only a manager could help her and she would pass the information on, she was not ok with this answer and kept calling screaming at her, employee statement available. When I was in a location where I could speak to her at 9:21pm Sunday March 20th it was in fact her friend who called in, she was not happy with the fact I could not speak to her re: a reservation that was not in her name this is a IHG Policy. Therefore, she as well has been calling customer care and the hotel. We did not say Ms ****** or her friend ***** was in fact smoking marijuana we stated SOMEONE in the room had smoked in the room. Nothing else noted in the complaint had been mentioned in any of the calls to IHG Customer Care or the hotel therefore, there is no evidence to the issues.

  Customer response

  03/22/2022

   

   Complaint: ********

  I am rejecting this response because:

  I did not threaten legal action per the manager she wouldn’t not talk to me the actual member and reservation holder based off the conversation she had with someone she shouldn’t have! My friend told her bringing up a US Marshall is a serious allegation! She lied on a federal officer and is now trying to cover her tracks. She told IHG is was cigarettes and ashes so the story just keep changes! I have also NOT called this place back after she hung up in my face because she doesn’t know how to de-escalate. This is their form of fraud and then when you call them out on their lies they chose not to speak with you anymore! It’s a cowardly act! If I know I didn’t do something I am being accused of YES I am going to speak up and tell others about my experience in hopes of saving them from this establishment in the future. She already told my friend she wasn’t giving me my money back because I reported her to IHG and because I don’t know how to speak to people. The only issue here is the lie and the cowardly act behind their actions! Nothing good will come from the $250 they STOLE! I want people to be aware this is how they operate. & they should be given training on how to be competent at their jobs! Get out of customer service if you cannot handle irate customers! If this was all true I would have never pressed the issue but it’s the LIE and incompetence I want others to be aware of! So at this point I will continue to post my reviews any and everywhere so this doesn’t happen to other people! 

  Regards,

  ******** ******

  Business response

  03/23/2022

  At this time the hotel declines any further communication regarding this situation. 

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