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:07/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 was going to attend a conference and stay at this hotel, and the day of check-in was headed there. On the way I had a heart issue and had to be taken to a nearby hospital. My wife attempted to cancel the reservation and get a refund, which the reservation was cancelled. Days later the company responsible for the booking was denying the refund. Talking to them was not helping and I tried to contact the hotel. One person claimed a policy is in place for cancellation because of illness and a refund would be possible. I had to call them back after 3 PM today. When I did, someone named *****, the supervisor, answered and was as unhelpful as the booking company. I chose to no longer communicate with either, except to notify the booking company of my intent to file a complaint and notify the police. My reservation was for July 13-15 and we were forced to cancel on the 13th. This was past the date of cancellation on July 11. However, I believe extenuating circumstances should be made as I was en route to come to the hotel and attend the conference. Was not my fault my health became an issue. If this had been a normal situation canceling, I would have understood. All I want is a refund of the money. They should honor that and either credit my card or cut me a check. I will not recommend this hotel or company to anyone else. Their business practices are not sound and they do not care about people or their well-being.

  Business Response

  Date: 08/18/2023

  Good afternoon all, 
  
  We just received this in the Mail. However I never received the prior attempts to mail us. 
  
  I have included the folio with the refund we gave the guest instantly. They booked through a third party website and that website needs to be the one that refunds the full amount. 
  
  I have included the paperwork to show you we didn't charge the said guest. 
  

  
  

  Customer Answer

  Date: 08/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** ******

   

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Upon arrival, I was very disappointed to see a run-down hotel instead of the well-maintained and modern hotel posted on the IHG website. The photos the hotel has online are not accurate depictions of the hotel. It would be acceptable to advertise this hotel as is, but to use dated photos or even photos of other locations is unethical and misleading. Then, I called IHG to discuss a resolution. The first representative disconnected the call and did not call me back, despite me entering a call back number and confirming my callback number with the agent on the phone. I then called a second time. This representative was able to find at 3 hotels within a close proximity. Two hotels were booked with no availability. The third hotel had availability. The representative said they would switch the reservation for me, but they were not able to and they had to transfer me to their supervisor. I was transfered to a supervisor, explained the situation again, and this agent told me they were not able to book the other hotel that I would need to pay a much higher rate to switch the reservation. I explain the solution that was prevoulsy presented, and was rrasnfered to a case manager. We start over again. This agent put me on hold so they could contact a different manager for me. They come back, and say they are not able to help and need to transfer me to a senior case manager to assist in confirming the reservation change. Now, one hour after being on the second call, I reach ******, who says he is the top amd offers no solution. He says the 3rd hotel now has no availability. He did offer me a hotel with a smaller room and further away (30miles and an hour drive time). His final solution for me was to go to the front desk of the hotel where I was staying.

• Initial Complaint

  Date:08/08/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On 7/17/2022 I did a booking with hotel.com for Holiday Inn Express Hilton Head located * ****** ***** *** ****** **** *******. I was charge by Hotel.com $197.02. When I checking at the front desk I was ask for my credit card and id. I ask for a receipt I was told I will receive when I check out the next day, when I check out on 7/18/2022 I ask for a receipt I was told NO. Because I booked the room with Hotel.com. .I WAS NEVER TOLD THAT MY CREDIT CARD WAS BEEN CHARGED!! I was looking at my credit card pending transaction I saw a charge for $25. And $112.91 those charges where done WITHOUT MY AUTHORIZATION!! I WAS NEVER TOLD MY CREDIT CARD WAS GOING TO BE CHARGE! THAT IS FRAUD. AND I WILL REDUSE TO PAY THE CHARGE FOR $137.91. THE HOTEL AND THEIR EMPLOYESS ARE THIEFS AND LYERS AND THEY ARE SCAMMING THE TOURIST! I KNOW THAT I WILL PROVALY NOT BE THE ONLY TOURIST THEY TRIED TO SCAM!

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My family and I stayed at a Holliday Inn Express in Hilton Head Island, South Carolina from July 20th through July 23rd. There was black mold on the ceiling in the bathroom, above the shower. After contacting the front desk for this to be taken care of. I was told that there was no other rooms that they could move us to, and maintenance was no longer there for the day, and that all fees associated with my stay would be taken care of. This was told to me by **** at the front desk. After not getting the mold cleaned the next day, I stopped in person to the front desk, and asked about it, they wrote it down on a piece of paper, and still nothing was done about it. When asked about the refund, they said that they would talk to ****, but he wasn't in that day. The lady called ****, but he never called back. After getting the run around from Priceline, and Holliday Inn, this is my only other choice. I paid Priceline directly, not Holiday Inn, but since I have been given the run around by both parties, I will file complaints with both. I have attached pictures of the mold. These are the same pictures that I showed the front desk people. I would like a refund of my 3 nights that my family and I had to endure with the black mold that this hotel would not clean