ComplaintsforHoliday Inn Express & Suites Round Rock - Austin N
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Complaint Details
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Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I had the worst stay experience at this hotel.The ac and heater were loud as though it was squealing. I had to argue for housekeeping to clean the room. The mattress was filthy. The sofa bed was 4-6 inches thick and was gross. **** at the front desk every evening was very rude. My experience was very unpleasant. I brought up several times to the front desk that I would like to talk to a manager and no manager ever contacted me. I want a refund from my horrible experienceCustomer response
11/28/2022
Hello,
the location was Holiday Inn Express & Suites Round Rock - Austin ***************
address:
301 *******************, Austin, ** ***** *************.
Business response
12/01/2022
***********************,
I am so sorry to hear that your experience with our hotel has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.While we'd love the opportunity to regain your trust, we understand how frustrated you must be, your account was noted that your were unhappy with not receiving full service housekeeping as a green hotel we do strive to conserve energy and resources so our light touch housekeeping policy is disclosed upon confirming reservations . That being said we never want a guest to feel that they are not receiving the service they require so we should have made a better effort to resolve this concern for you. As your reservation was made through and paid to a third party source so we are only able to advise that you reach out to them directly for a refund as it appears that our Guest Relations manager did note your account that you were unhappy with our light touch service so that we could confirm a partial refund on your behalf. Please reach out to them and we will work together to make this situation better for you.
Thank you,
***************************
General Manager
Holiday Inn Express
301 ************************************************************************************************* 78728
Customer response
12/01/2022
Complaint: 18469030
I am rejecting this response because:
Other parts of my complaint were neglected. A partial refund isnt enough given our whole trip to Austin ***** was impacted by our stay
Regards,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.