ComplaintsforClarion Hotel Nashville Downtown - Stadium

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a room with a city view for 6/7-6/9/2014. Upon arrival I received the key and went to my room and did not have a city view I paid extra for. I went back down and was told they were sold out. I went back to my room to take a shower and had no hot water. I spoke with ***** and he said they had no room to move me to and would have maintenance come. They never did . Each day no hot water after multiple complaints. No phone, no room service and was charged ***** per parking that I was never told about. I left complaints each day several times and they were documented. On Monday I called the ** ********************* and he said he would make me happy and would call me Tuesday. I still have not received a call. I emailed him and he said he was investigating and would call me back. Still no call. I emailed him and he did respond and told me he would add 5000 points to my account and I told him that was wrong and I would not accept that. I called IHG corp and was told they cant force him to do anything.1. No city view I paid for 2. Charges for parking and was never told 3. Room not cleaned entire time 4. No working phone 5. Loud banging entire time of my stay due to construction 6. ******** ** told me they do t have a business license 7. No HOT water This is not a way to treat paid guest

  Customer response

  06/19/2024

  This is a Holday Inn not a Clarion.  I called the **** of ******* tax enforcement division.  They are operating without a business license.

  they were sending an investigator out to the property.

   

  thanks

  ****

  Business response

  06/20/2024

  *****************,

  Already open a case on IHG as a member he will have the right to complain about any issues he have encountered doing his stay IHG did not fine any motive were we have violated. I have responded to over ten time were he keep calling wanting a refund after we have responded with the issues ****************** said he had and IHG have found that we have not violated any think that ****************** have call for.

  ***************** came in to check in and said why are your rates so high fron desk agent ***** explain that its Nashville and we get a bunch of travelers and that IHG keeps the rate at a competitive price. When he explain that we charge for parking he did not wanted to pay for parking he said we Dont show we charge for parking after showing ****************** that were he book the room thew the member app it says we charge for parking when we also told him that we charge for breakfast was the same thing we have to show *****************. While ****************** was staying with us he did not bring any issues to our attention that he had. On Monday when he check out he call the hotel as for the ** saying he had a bunch of issues and no one fix them. Yes I spoke to ****************** on Monday and did say I will have to speak to the staff and I would call him back to try and get to the bottom of it and make it right he Exprees how we charge for parking and breakfast and I told him its a IHG ******* and that on the member suite and app it shows were we charge for both but since we just open up I was I approve free breakfast for everyone at the time that I was telling ***************** that if that all was his issues I would wave the parking for the stay and deposit points 5,000pts this the way IHG wants us to take care of there members he said NO I wanted a full refund I told him ****************** I taking care of your parking and I'm going to give you 5,000pts he said I also did not have any hot water I told him did you tell any body about this if you did my staff know that we will move  you no question ask and we will put the room out of order to get it fix. He said they never offer me to change to a different room I told him we had over a 100 rooms available that we could have move you too.he said I just want a refund I told him we will have to do a bigger envstagation to look in to it I told him we just spend 6.7 million on this masve renovation. I told him I would check on it but now that he said about the water issue I did tell him it might not be Tuesday please allow me a couple of days to check in to it. Well on the day Tuesday he started to call and ***************** call over 10 times the front desk told him the first time he call that I was still check on the issues he said he lied he said he was going to call in Tuesday morning. On at the same time he open a Guest relations case on IHG for the members. The delay on the case everytime they are closing the case he will put other stuff. We offer ****************** to wave parking and 5,000pts even offering as much as waving the parking and 10,000pts he dose not want that he wants a full refund. I can send screen shots of all the guest relations for IHG.

   

  If you have any questions please feel free to let me know. This have taken so much time when we can fix it even that he did not have the issues.

  Kindly,

  *********************,

  ***********************************************

  ************

  Business response

  06/20/2024

  *****************,

  Already open a case on IHG as a member he will have the right to complain about any issues he have encountered doing his stay IHG did not fine any motive were we have violated. I have responded to over ten time were he keep calling wanting a refund after we have responded with the issues ****************** said he had and IHG have found that we have not violated any think that ****************** have call for.

  ***************** came in to check in and said why are your rates so high fron desk agent ***** explain that its Nashville and we get a bunch of travelers and that IHG keeps the rate at a competitive price. When he explain that we charge for parking he did not wanted to pay for parking he said we Dont show we charge for parking after showing ****************** that were he book the room thew the member app it says we charge for parking when we also told him that we charge for breakfast was the same thing we have to show *****************. While ****************** was staying with us he did not bring any issues to our attention that he had. On Monday when he check out he call the hotel as for the ** saying he had a bunch of issues and no one fix them. Yes I spoke to ****************** on Monday and did say I will have to speak to the staff and I would call him back to try and get to the bottom of it and make it right he Exprees how we charge for parking and breakfast and I told him its a IHG ******* and that on the member suite and app it shows were we charge for both but since we just open up I was I approve free breakfast for everyone at the time that I was telling ***************** that if that all was his issues I would wave the parking for the stay and deposit points 5,000pts this the way IHG wants us to take care of there members he said NO I wanted a full refund I told him ****************** I taking care of your parking and I'm going to give you 5,000pts he said I also did not have any hot water I told him did you tell any body about this if you did my staff know that we will move  you no question ask and we will put the room out of order to get it fix. He said they never offer me to change to a different room I told him we had over a 100 rooms available that we could have move you too.he said I just want a refund I told him we will have to do a bigger envstagation to look in to it I told him we just spend 6.7 million on this masve renovation. I told him I would check on it but now that he said about the water issue I did tell him it might not be Tuesday please allow me a couple of days to check in to it. Well on the day Tuesday he started to call and ***************** call over 10 times the front desk told him the first time he call that I was still check on the issues he said he lied he said he was going to call in Tuesday morning. On at the same time he open a Guest relations case on IHG for the members. The delay on the case everytime they are closing the case he will put other stuff. We offer ****************** to wave parking and 5,000pts even offering as much as waving the parking and 10,000pts he dose not want that he wants a full refund. I can send screen shots of all the guest relations for IHG.

   

  If you have any questions please feel free to let me know. This have taken so much time when we can fix it even that he did not have the issues.

  Kindly,

  *********************,

  ***********************************************

  ************

  Customer response

  07/03/2024

   
  Complaint: 21861490
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  07/03/2024

  First of all they are Holiday Inn.  They are opening without a business permit. This is according to ******** Co

  i spoke with Front desk clerk ***** and explained several times we had no hot water.  I was told by ***** he would take the parking off since I was not told about it.  I never asked for my entire bill to be waived just 1 night which I thought was fair.  I opened a case with IHG and told them what happened and after calling several times they reached ***** who lied to them as well.  They called me back several days later and said they were privately owned and they could not force them to do anything.  They agreed after their investigation I was done wrong but they cant force him to do anything.
  We had no hot water, room was not cleaned, phone not working. And loud construction above our room the entire time!  Asking for 1 night to be waived was not to much to ask.

   

  Business response

  07/05/2024

  Mr. Wilbanks 

  Did not any of the issues he claims he had staying at our hotel. He is a member from IHG International Hotel Group from Holiday Inn there over 10 calls with the guest about the issues he said he had taken us over a week of looking up and trying to find out what happened during his stay as member he contacts IHG to summits he dislike from the hotel said he had a bunch of issues. We did our dilegacies to work and check and talk to every staff he claims he talked to about this during his stay. THERE WERE NO ISSUES WITH HIS STAY. After speaking to IHG and ******************* that saw that his was favor to the hotel. He started to threaten us to go and do what hes doing right now. Last time he call me after we spoke and told him IHG dose not find motive for a refund the hotel and I will waive his parking. He wanted all of his day and parking stay for no issues when I asked ******************** why is he doing this? He said he never payid so much to stay at a hotel and just wanted his whole stay back. Please let me know if have any questions. 

   

  Sincerely,

  ********************* GM 

  ***********************************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife *************************** and her friend *********************************** stayed at the Clarion Nashville downtown from 9/15/19, 2022 to 9/19/22. My wife gave her credit card for incidentals only, but her card was charged $881.69 on 9/15/22 for a room (and $3 for incidentals on 9/20/22). The rooms had been prepaid by her friend and my wife should not have been charged the $881.69 for a room. We called the hotel front desk and they confirmed that my wife should not have been charged.We were advised that a refund of $881.69 would be coming. On 10/18/22, we received the refund on our CITI credit card in the amount of $884.69 (room charge and incidental), but then were charged $881.69 again for a room! (see attachments). I called the hotel numerous times to speak with the manager, but he never returned my call despite receiving several messages. I escalated the case to Choice Hotels corporate and they filed a case number ******** on my behalf, but I was told the refund had to come directly from the hotel and they would reach the hotel to have the manager call me to resolve this issue. I received no call back. I continued to call them on numerous occasions, but the hotel general manager does not answer or return my call. If you could please assist us in attaining a refund of $881.69. That would be very much appreciated. Thank you.***********************

  Customer response

  04/30/2024

  I still havent had no response from the company nor have received a refund. Please assist. Thank you.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December 7th through December 10th I stayed at the Clarion motel at the stadium in Nashville ********* when I made my reservations on May 14th for the 8th of December my price was $147.87 when I checked out on December 10th they charged me $312.55 cents. I've called repeatedly to the business to choice hotels choice hotels keeps telling me that they're filing a case number one case number is already been dismissed and yesterday they told me that I will not be refunded they will not get back with me told me I need to stop calling and emailing I have contacted the hotel the Clarion hotel around five different times since Sunday December 11th no one has gotten back with me I tried to speak with ***** the manager of the hotel has not gotten back to me the total amount that they got me for with taxes is $189.80 I have a set income I am handicapped I took this vacation first one in 20 years I have to say that this is a very bad experience for me and so sad that so excited about going to Nashville and have someone take advantage of me and husband. If you could please help me out to get my refund from them would be great I feel like they scammed me and I wonder how many others that don't notice what they have done and it's bad business when you can't even get to a manager to call you .

  Business response

  12/18/2022

  I was able to speak with the guest on the evening of Thursday, December 15, 2022. I was able to understand the issue that the guest was having with billing. A change of the arrival date had resulted in a large increase in the price of the overall stay compared to what the guest was originally told by the company when booking. Although it is policy that the date change can result in a significant price change, I was able to empathize with the guest regarding how the misunderstanding occurred. In this particular case, due to the circumstances, I have refunded the guest for the disputed amount. We were able to have a very good and productive conversation. Since the refund typically takes ***** business hours to process, the guest was told that the refund can be expected to show back up in the account around Tuesday (12/20/22) or Wednesday (12/21/22). If for any reason, the bank or credit card company has not released the funds back into the guests account by the end of next week, I have asked the guest to give me a direct call back so that I can try and assist with expediting the process. 

  Customer response

  12/20/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday, 9/18/21, I made a reservation for the Clarion Hotel(Stadium) in Nashville, TN through ***********, and the very next day, I cancelled it online. Then I felt as if it did not go through so I called their customer service and spoke with a "***" to cancel. "***" told me that I could cancel without being charged and the reservation would still be held until 9/26/2021 and I had until that date at 4 pm to cancel without being charged. I asked "***" at least 3 to 4 time if I would be charged the $146 and he stated no each time. He even asked me if I just wanted to change the date and I told him I wasn't sure because I would just be driving through on my way to Florida. The reason for the cancellation was because of the time that we are leaving Ohio had to change due to life issues. "***" told me to let *********** know that this would be cancelled without a charge, but they are not honoring that in the email that I was sent.

  Business response

  11/10/2021

  Business Response /* (1000, 10, 2021/11/03) */ Guest originally wanted to cancel a reservation that was unable to be cancelled by ***********. The guest was explained this upon booking and proceeded to book the room. The next day the guest attempted to cancel the room and was told that he would be charged the penalty for cancellation and that he could change the date. Guest proceeded with the change and agreed to the penalty and still stayed at the hotel on the desired day. If the guest is seeking compensation he should contact ***********

*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. ↩