ComplaintsforHoliday Inn Express and Suites
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Complaint Details
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Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked a non-refundable room (through Expedia) at Holiday Inn Express and Suites in **************, **. Upon check-in, the room had not been cleaned (bed slept in, towels on floor, etc.). When I went back down to notify the clerk at the front desk, I was told the hotel was sold out and I had been given the only available room. After calling his manager, the clerk was authorized to give me hotel points and offered to change the sheets on the bed since there was no cleaning staff available at that hour. Of course the bedroom was still not wiped down or vacuumed and the bathroom was still dirty. We were not going to stay in a dirty room so I booked a room across the parking lot at the Hampton Inn. A week or so later, I called Expedia to request a refund. Expedia contacted the hotel manager via email to request authorization to refund us $241.82 since the hotel could not provide us a room. The refund request was denied by the hotel manager. I contacted Guest Relations at the parent company, IHG, who reached out to the hotel manager again asking for a refund. I followed up with IHG Guest Relations and was told that the request for a refund was again denied by the hotel manager. I am astonished that the hotel and IHG corporate are unwilling to resolve a straight forward matter. Why would anyone pay to stay in a dirty room? I've uploaded a letter I sent to the *** and COO of IHG ******** escalating this situation. Thank you in advance for any help you can provide. ***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.