ComplaintsforHoliday Inn Express Hotel & Suites

• Initial Complaint

  06/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To whom it may concern I stayed at this location with my family. I'm an IHG Member of about 20 years. I'm in the film industry and travel a lot. We arrived at this location around 2am to a room that was not standard. There were numerous issues and when we attempted to get a resolution found we got a credit of $13. The bathroom had mold as well as other issues. The hotel was full, so as a result we were stuck & unable to shower in the morning. I was offered reward points that don't even equal to one night's stay and will only cause more money to be spent which is not right.

  Business response

  07/15/2023

  Greetings,

  We will not be refunding this guest any money. He has called our customer care line and received IHG Rewards One Points valued at $186.30 plus the staff here actually gave him $22.75 off of his stay. This is more than enough compensation for the matter the guest is complaining about. Thank you for your time.

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The points are pretty much non valuable. You can keep the points,the points merely equate to me spending more money. It's a creative tactic that I realize only leads to me spending more money with Holiday Inn. Also,the points aren't a guarantee since it's subject to availability. The hotels condition is very misleading and I feel this is a tactic to offer upset customers into spending more despite the issue at hand. The point value doesn't even equate to a one night stay. I'd rather you keep the points,this isn't right at all.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I booked 2 rooms through Booking .com on Oct 23-24, for $365. They gave me the Holiday Inn 50 NE Catawba in **** *******. I went there after a day out with my family. The itinerary said check in was 3:00. I was there at 2:50. The woman at the desk said the rooms weren't ready, and won't be ready for at least an hour to an hour and a half, because they haven't started on the first floor yet. I said well check in said 3:00. She just looked at me. I called Booking, they said they will send out a cancellation email. The woman at the desk said she hadn't received it. So now it's about 3:30. I called Holiday Inn customer service to see if they could do anything. She said no. I've called Booking a few times, they say I have to take it up with Holiday Inn. They refuse to give me anything, I would even accept half of my money back. Booking number is ********** pin ****. I just

  Business response

  12/06/2021

  The business informed BBB the the consumer came in and refused the rooms. The consumer needs to contact Bookings.com to cancel, because that is how the consumer made the reservation.

  Customer response

  12/16/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My family and I live 4 hours away, we had been out at the African Safari and other places all day. WHY ON EARTH, would I refuse rooms and all of us are tired!

  Business response

  12/28/2021

  From: *** ******* <***@**************>
  Date: Tue, Dec 28, 2021 at 12:03 PM
  Subject: Re: Re:
  To: ********* ********
  
  
  Ok thank you so much.
  
  *** *******
  General Manager
  Holiday Inn Express and Suites
  ** ** ******* ****
  **** *******, **** *****
  Phone: ************* Fax: (************
  
  Be kind to one another. One kindness can move mountains.

  Business response

  12/28/2021

  From: *** ******* <***@**************>
  Date: Tue, Dec 28, 2021 at 12:01 PM
  Subject: Re: Re:
  To: ********* ********
  
  
  To be honest we credited booking.com credit card. We did not charge this guest's credit card. He was mad as they reserved one handicap room and he could not get them close together. So, he just left. By the way one of his rooms was clean. When he left, he never said he was canceling not a word. So, we assumed he would be back. We were 100% occupied that night and by rights we should keep the money as he was not responsible enough to let us know he was not coming back. We could have sold those rooms at a lot higher rate as a walk in than an opaque reservation. He needs to contact booking.com for his money back. We are not the ones that charged him. They did in fact were very abusive to our staff. We did not make their reservations they did; they have no one but their selves to blame.
  
  ***
  
  *** *******
  General Manager
  Holiday Inn Express and Suites
  ** ** ******* ****
  **** *******, **** *****
  Phone: ************* Fax: (************

*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. ↩