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:07/15/2022

  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 a stay at Holiday Inn Oceanfront at Surfside using rewards points. Prior to booking the stay I selected the option for the reservation system to display all taxes and fees. No taxes or fees showed up when booking the stay, only the rewards points I used. The hotel billed me $16.80 for a resort fee and taxes after my stay. I've complained to both IHG and the hotel but to no resolution. It's not only unethical to operate in this manner, it's also illegal to charge fees when the reservation system displays no fees are involved.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 8, 2022/07/27) */ Guest who book on points are still liable for the taxable service fee (he says resort fee). The $16.80 is the taxable service fee that is applicable to all guests and it is disclosed at time of booking digitally and then again in the email confirmation they guest receives after they book. This is a non refundable fee and nothing underhanded went on with this as we are very well regulated by IHG Corporation. This guest also filed a formal complaint with IHG corporates guest relations and they supported the hotel. Consumer Response /* (3000, 10, 2022/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The screenshot I provided displays the booking price including all taxes and fees which none shows up at the time of booking. Contrary to what the hotel representative stated this is not disclosed at the time of booking nor in the confirmation e-mail which I also have on file. I don't care about the money, it's trivial, but as a platinum elite member the deceitfulness and dishonesty and lack of owning up to the issue has turned me off from the IHG brand and certainly the Holiday Inn Oceanfront at Surfside hotel. Business Response /* (4000, 13, 2022/08/05) */ Hi ****, I am attaching two screenshots of what is displayed at time of booking. Screen two on the left side of the booking button states excludes taxes and fees. Thank you. Kali Consumer Response /* (4200, 15, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ****, I have determined what the issue is. It is a glitch in the hotels software. My screenshots clearly show that there are no taxes or fees whereas the hotel provided screenshots that do show taxes and fees. There is a box for a user to select which is to include and display taxes and fees when booking a room. I always use this feature because I want to know the full cost. This works properly in a regular booking, however when booking with a rewards night this hides the taxes and fees (which usually there are none so it's a non issue). This is an issue with their software or this particular filter either way it's not my fault the fees and taxes weren't displayed. Please take a look at https://www.ihg.com/ and walk through the process of booking a reward night for this hotel and select the option to show prices with taxes and fees. Business Response /* (4000, 18, 2022/08/22) */ ****** I have asked Sabrina to reverse the valid service fee to satisfy the guest. The service fee is accurate and disclosed. If he tries to book with us again in the future, it will not be reversed as every guest in our hotel pays this fee. Thank you. Consumer Response /* (4200, 20, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ****, The hotel representative stated in the most recent response that the "service fee is accurate and disclosed" which is a lie that I proved in documents provided. (the proof is why they provided the refund) I never cared about the money; it's about the principle of honesty and integrity of a business which is what the BBB upholds. The fact that the hotel rep lies once again, has no intention of admitting being in the wrong or apologizing for the inconvenience this has caused me is why I don't accept the resolution. Additionally, this isn't just about me but about the others who are deceived and wrongfully charged. The issue hasn't been resolved on IHG's website and the rep provided no indication in the response that it will be resolved at any point in the future. The entire point of me bringing up this complaint was to get the fundamental problem resolved so others aren't wrongfully charged. Unfortunately this isn't happening and the business doesn't seem care about fixing the problem because they won't even acknowledge it exists.