ComplaintsforHoliday Inn Express
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Complaint Details
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Initial Complaint
03/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I woke up at 5:30 am with 37 bites all over my body. I saw 1 singular bedbug on my pillow. After seeing the bedbug I flipped the mattress and box spring to see a plethora of bugs all in the sheets and on the box spring. All the company had to say was Im sorry. I had to ask the company if I could fill out an incident report. At first they said they didnt have one, and then they found one and said they didnt even know if it was the right form. I have called their corporate and building owners and each says its not their responsibility to deal with the situation. I was told the lady I spoke to is the only manager on staff, however after speaking with corporate I found out that there is actually a male general manager. These people dont know what to do, and after contacting multiple people, I have yet to hear back.Business response
04/02/2024
I am so very sorry that this has happened to one of our valued guests. I assure you that we are doing everything to resolve this issue and make it right. We have had the room professionally inspected and treated by ***** and have granted a full refund to the guest for compensation. The guest may need to contact the third party booking agency that he used to book this stay if he has not already received the refund as this was a pre paid reservation. Again We are sorry that this has happened. Unfortunately, this does happen from time tp time in the hotel industry, as our guest do come from all different places and these pests are very hard to detect.
Sincerely Holiday inn staff
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.