Complaints

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.

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked the Holiday Inn Express-Nellis for the night of 24 September checking out 25 September. The confirmation number is 60165368.We arrived at **** North Nellis Blvd in ********* about 4:30 pm on the 24th. The property is located in an extremely unsafe location with drug addicts roaming the parking lot. The ******* across the street is boarded up and there is a plasma donation center next door with addicts hanging out.We did not feel safe staying in this location. *** should not be represented with this property. I tried canceling the stay via the app to no avail. I then hesitantly walked inside to cancel at the front desk. The desk attendant informed me that it was to late to cancel and that I would be charged regardless. I called *** and told them of the issue with the Nellis location and that is was unacceptable and unsafe. I drove to a new *** location while I was on the phone with *** Corporate. I booked the new reservation for the same dates via the *** App for ************* location once we determined the Nellis Location was not safe. The *** representative on the phone said they needed to reach out to the upper management of the property at Nellis and that they would have 48 hours to respond. I did not hear back from either the Nellis location or *** Corporate. I tried on 3 separate occasions to get *** corporate involved and all 3 times they informed me that they had contacted the Nellis location and that the Nellis Holiday Inn Express had ***********************I am disputing this charge due to NOT hearing from the management team within the prescribed 48 hour timeframe (three times), due to the unsafe conditions, and due to NOT STAYING.I am seeking either a full refund for this charge. I have never complained about an *** property before and I have never cancelled a stay due to unsafe conditions. Please consider my request appropriately and take the necessary actions.

  Business Response

  Date: 10/24/2023

   

  Greetings,

  Guest cancelled the day of reservation, as per policy guest must cancel within 48 hours. Due to day of cancellation, the guest was advised they would be charged 1st night room and tax. Guest reached out to IHG customer service and was informed of the same policy of same day cancellation. Per notes, *** attempted to contact guest and was disconnected as well as the hotel who also attempted to contact guest within 48 hour time frame with no success. Charges for 1 day room and tax remain.

   

  Please reach out with any info needed.

   

   

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20770341
  
  I am rejecting this response because:

  *** and the Nellis Holiday Inn Express Location has my phone number as well as my email address. I received NO Response from any party regarding this matter. This location is located in a dangerous area and is not representative of the *** Brand. I refused to stay at this location due to safety concerns for my family. ZERO resolutions have been made considering this matter. 

  1. What are the steps this location is taking to ensure the safety of their future guests? 

  2. What type of security is planned to be provided in the future other than a part-time security after 10pm? Parking lot security other than We are not responsible signs?

  3. Is there a plan for the website page to reflect that this location is not located in a safe area and that security in the parking lot is negligible?

  4. Is *** corporate aware of the security concerns of this location.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/26/2023

  Greetings,

  Below are some answers your questions. Please feel free to call me to further discuss this issue so we can resolve it ************. Thank You

   

  1. What are the steps this location is taking to ensure the safety of their future guests? -We are actually in process of hiring more security so we have security available around the clock rather than just 10pm-6am
  2. Is there a plan for the website page to reflect that this location is not located in a safe area and that security in the parking lot is negligible? We have no control over surrounding business that are located near our hotel such as the ones you mentioned via email. A good idea is to research any future hotel bookings websites and read reviews so guest can have a better idea of the location and read the guests concerns or any feedback they have given and better decide if it is a location they would like to book or not.
  3. Is IHG corporate aware of the security concerns of this location. Yes they are which is why we are working on our security team to better serve the hotel and guests.

  Again, please feel free to reach me on a hotel level to discuss any concerns you may have, i will take the time to discuss with you and together resolve any remaining concerns/issues. ************

   

  I appreciate your time.