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Business Profile

Hotels

Holiday Inn Express & Suites Albany Airport

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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 status

Complaint type

  • Initial Complaint

    Date:06/27/2023

    Type:Product 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.
    June 26th 2023 is the date of transaction. I book from June 26th to July 16th 2023. The air quality gave me an asthma attack and a headache. I tried to check out 10 mins after getting there and the hostel refused. I talk to the manager in the morning and he’s giving me excuses to not refund me.

    Business Response

    Date: 06/28/2023

    The Hotel has spoken to the guest to try and resolve the reservation issue. The guest booked a non cancelable non refundable reservation. The issue at hand is the guest was denied an upgraded room due to the hotel not being able to accommodate the last minute request due to the occupancy of the hotel. But the guest refused to listen to logic got angry and started to cussing at the Desk Agent then stormed away. we offered to accommodate the request on another day but the guest wasn't fond of the idea. At the time of checking the guest was slurring his words and acting erratic.

    Customer Answer

    Date: 07/05/2023

    Better Business Bureau:
    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    I used no foul language nor was I under the influence. I stated that i would like to check out because of mold, giving me an asthma attack. The front desk employee refused to check me out after i was only in the hotel for 10-15 mins. I left the room in the same condition That i found it. I was offered no resolution, just hat my complaint would be looked into. Furthermore i had the same issue in another hotel, To which they refunded me instead of trying to keep my money for an inadequate service. 

    Regards,
    ***** ******




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

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