ComplaintsforHoliday Inn

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a hotel room with my credit card. I was charged for one of my rooms before I even got to the hotel which I didn't realize. When arriving at the hotel to check in my ************* credit card was charged again for our rooms. When I got home and check my credit card statement I realized I had been double charged for the rooms and called the hotel to have the issue resolved. I was told I needed to speak to a manager. I called back several times and left numerous messages that I never received a call back for. Still waiting for a call back 10 days later

  Business response

  05/07/2024

  Hello,

  I am new to the hotel but will look into this immediately. I will send **** a email now and call her in the morning and we will get this resolved

   

  Sincerely,

   

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

  Task Force GM

  Customer response

  05/17/2024

   
  Complaint: 21676746
  
  I do not accept the business's response as a resolution to my complaint because: I was told they couldnt see my payment in there system because I booked through a third party. I was told I needed to go directly to Priceline to get my money back enough though the charge on my card is from holiday inn. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mother passed away in June my birthday is august so my kids pulled together rented 3 rooms at the holiday inn for a surprise birthday trip to Canobie lake park a place I have not been to since I was younger with my mother. Paid alot of money for a two day stay hardworking people living on pay check to paycheck. Place was very dirty, pool had extreme amount of chemicals, no towels, was told couldn’t get extra pillows but each room had 2 adults and 2 children, had to buy our own ports crib, sheets were stained, ac had strange smell rude staff. Last day sewer was leaking all over building no use of any water to shower or use bathroom. Got home they charged credit cards for smoking fee not one of us smoked in any room and one room they claimed smoked weed which was a room with an infant. The room they charged there was not even a smoker in that room. Every phone call made the staff would tell us that no one was available to talk to throw us around to different numbers still no one to talk to, then told us we need to talk to the head maid Win called she was not available spoke to corporate still no help and kept hanging up on us a month later and We cannot resolve the issue at this point we should get our money back from not being able to shower or use bathrooms in the money for the smoking feed it is outrageous and completely wrong. We should get the over charge fees back and the last days stay for no use of Facilities

  Business response

  09/20/2022

  Hello *****

  I understand your frustrations with the situation above and I apologize for any inconveniences we may have caused you. Our management staff as well as corporate has spoken to you and explained that the smoking fee cannot be waived. It was confirmed that the room was smoked in which is why a fee was charged. You had disputed the charge with your bank and received compensation from IHG in the amount of 10,000 points for this situation. We are unable to refund your stay and/or the smoking fee at this time.

  Our staff strives to create a positive and excellent experience for all of our guests and are very highly rated in this regard. I am sorry that you were not happy with our staff's service and I will ensure we use this as a training experience. Upon request, our staff is happy to provide additional items such as sheets, pillows, towels, and a crib. Chemicals in our pool are monitored by a system that abides by the guidelines the state provides. We did have a pipe burst on the last day of your stay but it was fixed within a few hours. This was an emergency that was fixed as soon as possible but water in the building had to be shut down for a few hours and was not related to the sewer.

  Again, I apologize that you are unhappy with our hotel and its services. We strive for excellence and we want all of our guest's to have a great experience. Please accept my sincerest apologies.

  Sincerely,

  Michelle B******

   

   

  Business response

  09/22/2022

  Hello *****

  I understand why you are not accepting our response, but as mentioned the smoking fee was charged for your reservation and we cannot remove it. You can have your attorney reach out to me directly by email at mb******@holidayinnmanchesternh.com and I can provide him the requested documentation as well as our head of housekeeping's name but that is not information that needs to be posted on a public website. As mentioned, you have disputed the smoking fee charge with your bank and have opened up a complaint with our IHG Corporate office. We did remedy the situation through them and they gave you 10,000 IHG points to use at any of their IHG properties.

  Sincerely,

  Michelle B******

  Customer response

  09/22/2022

  
  Complaint: 18051480
  
  I do not accept the business's response as a resolution to my complaint because: you are not understanding that the person you charged a smoking fee does not even smoke anything including cigarettes and weed as you put on the report. The last day we were leaving we got ready in that room all of us I had cleaned my pocketbook out in the sink which most likely contained cigarette tobacco, there was absolutely no smoking in any room so for you to charge a fee and not have any proof is absurd, and if you look at most of the complaints against your business you do it to multiple people. That is $200 taken from someone who does not smoke, so whatever your head of household made whatever it is maybe she didn’t like a certain person or some thing or like that the room was a mess the last day we left only because there was no running water, toilets could not be flushed I have a feeling that she did that to take it out on us. As I said before we do not want any points or to stay in any of your locations ever again if this is how you treat your customers, as I said in the last email there was children in each one of our rooms and the only smoker you can see on your camera footage kept going outside to smoke. I have already contacted the attorney he will be getting the maids information and the corporate office information because those are the two people who are blatantly lying and stealing money from hard-working people
  
  Sincerely,
  
  **** *******

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