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Business Profile

Hotels

Holiday Inn Express & Suites Lincoln Airport

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:09/22/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On September 14, 2024, my family and I stayed at the Holiday Inn Express in Lincoln, Nebraska, in **** ***. During the night, we discovered a serious bed bug infestation in the room. As soon as we realized the issue, we immediately reported it to the hotel management. Due to the health risks associated with bed bugs, we were forced to leave the hotel in the middle of the night, disrupting our trip. To document the incident, I took several photos of the bed bugs and bites my family suffered. After contacting a professional pest control service, ******, which the hotel regularly works with, the company confirmed the presence of bed bugs in **** *** and treated the infestation on September 17, 2024. Despite this confirmation from a third-party pest control company, the hotel has repeatedly denied that the incident occurred. They refused to issue a refund for my stay, which cost $313.58, and also refused to compensate me for baby items that were ruined due to the bed bugs, including a car seat and bassinet, which amount to $600 in damages. To make matters worse, after I posted an honest review online detailing my experience, the hotel management sent me a threatening email under the name of their president, **** *******, demanding I remove my review or face legal action. This email was highly unprofessional and felt like an intimidation tactic to prevent me from sharing my experience with other potential customers. Given the health and safety issues, as well as the hotel's refusal to address my complaints, I have no choice but to escalate this issue. I am filing this complaint with the BBB in hopes of resolving the matter and receiving the refund and compensation I am owed.

    Business Response

    Date: 10/08/2024

    BBB,

     

    The guest is being 100% fraudulent.   We have confirmed with ****** that the hotel room that the complinnt stayed in NEVER had a bed bug case until AFTER the complainant stayed in the room.  It is our poisition that the complainant brought the bed bugs into the room and created a financial consequence for the hotel.  In addtion, the complinant created fraud by misrepresenting themselves when they contcted ******.  Please see attached email from ******.

     

    We demand recourse from the compainant.

    **** *******

    President

     

     

Holiday Inn Express & Suites Lincoln Airport is NOT a BBB Accredited Business.

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