ComplaintsforHoliday Inn Hotel & Suites

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction was April 17, 2023. The charge amount was 269.99, which was charged for 1 night out of 2. I had booked a 2-night stay at this location for April 22–24, 2023. The weekend of April 14th, I had a medical emergency, and I wasn’t near my phone because I had to have medicine pumped into my system, which caused me to sleep a lot. As I returned home on April 17th, I had cancelled the room for that weekend because my boyfriend was like, I don’t want Goj to come down this weekend and just recover, so cancel the room. I went ahead and cancelled the room during my cancellation period prior to arriving. The next thing I know, I get charged $269.99 to my bank account. I am trying to figure out why I am getting charged when I am inside my cancellation window. I called the hotel up, and they advised me that I was supposed to cancel on April 15th at 6 p.m.I asked if this was a standard procedure of canceling a room a week in advance, and I was told, Yes, it was! So am I trying to get my money back? As I was on the phone trying to get my money back, I am currently looking up the hotel 5 months ahead every weekend, and I see that you must cancel 2 days prior to arrival. I clearly asked them why I had to cancel a week in advance, and the person over the phone couldn't tell me the reason why. I have filed 2 debt card disputes with my bank to the business and the business has denied my request both times claiming it was nonrefundable. I would like for you to get this resolved and get my money back as I have been calling the business, but they have been giving me the run around saying this person will call you which they haven’t.

  Customer response

  09/07/2023

  These are photos of the room being cancelled and I never stayed there 

  Business response

  09/07/2023

  Follow up to the Complaint form Ms. ****:

  Guest made 2 separate reservations for a high demand weekend (special event weekend) through a 3rd Party company (Expedia) that had a requirement that the reservation be cancelled more than 7 days in advance of the arrival date to avoid the cancellation fee. Reservation 1 was made and cancelled in the same day (4-5-23). and was not charged a cancellation fee because it was cancelled more than 7 days out. The 2nd reservation was also made on 4-5-23 as well but was cancelled on 4-17-23. Since this was inside the cancelled cancellation period that was agreed to, the card was charged for the cancellation fee.  Copies of the reservation and cancellations made are attached.

  The customer agreed to the terms of the reservation when they booked it with the 3rd party and the hotel charged the cancellation fee based on the customers' acceptance of the terms of the reservation. the customer could not have made the reservation unless they accepted the terms of the reservation at booking.

  Additionally, the customer requested a refund through her credit card and the subsequent investigation by the credit card company stated that the charge was valid and declined the chargeback. Furthermore, the customer did not appeal this decision with the credit card company as was their right and thus accepted the charge on their card.

  Based on the customers actions, the hotel was justified and charging the cancellation fee. No refund is warranted in this matter.

   

  Sincerely,

   

  Gary O******

  General Manager 

  Holiday inn Express ******

   

   

  Customer response

  09/07/2023

   I am rejecting this response because:
  
  I was charged 

*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. ↩