ComplaintsforHoliday Inn Express Canyon

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/08/2022 I reserved a 1 King 1 Queen 2 bedroom suite living area to stay the nights of 05/29/2022 for $122.55 and 05/30/2022 for $116.85, with taxes ($31.12) came to a total of $270.52. When we driving on our Grand Canyon vacation to this Holiday Inn they called us ahead of time and said that they had overbooked the hotel and our room was not available for the first night but they could put us in two adjoining rooms. Remind you, we had booked this room almost four months in advance, but they happened to overbook out room the day we were supposed to be arriving. Upon arriving, they re-iterated that they would have us in two rooms and that we would be compensated for the second room since it was their fault. We asked if we needed to move our stuff out of the two rooms into the room that we had originally booked for the second night and the clerk working on the evening of 05/29/2022 had said that we would not be charged for the second room for our convenience for either night (05/29 or 05/30) since it was their fault. We would however need to let them know in the morning of 05/30 if we planned to stay in the second room so they could mark it as booked as to not put anyone else in that room. The next morning we let the clerk know we wanted to stay and not move to a new room and asked again if we would be charged. He said no and that he would take care of it. He called us back in the room and told us it was all taken care of. On 05/30 we checked out and again asked the lady at the front desk if we would be charged and she said no. By the time we packed up the van, I looked on our credit card and we had been charged both the $270.52 and an additional $115.95 for the additional room for the additional night we had been told three times we would not get charged for. A few days later I had called and talked to Edith *********** (gen. manager) and said she could take it off but she wasn't going to because that is not what her employees told her what happened.

  Business response

  07/13/2022

  Business Response /* (1000, 8, 2022/07/13) */ We were over booked the room time Mr ***** as booked. After doing researching the situation my Agent explain to my Mr ***** what had happen. We did let Mr.***** know that his room was available the next day they could move in to it that afternoon. Mr ***** didn't want to move. We did let him know the room available. He choice not to move. We took care of him. how he expected two night comp room. I did comp the first night only cause his room type wasn't available that night. Now he expect me to comp one room two nights because he didn't want to move. He does need to look at his action taken advantage of the situation. As a good will I will work with him. Consumer Response /* (3000, 10, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told we could move from our two rooms into the room for the second night, but that it was not necessary since we would be compensated for BOTH nights. For $115.95 - we would have moved to the second room, but since we were told multiple times from different people that we would not be charged - it was easier to stay in the two rooms instead of moving five people and our belongings to another room because they improperly booked a room that was reserved almost four months in advance. I am more than willing to pay for the original rate of $270.52 for the two nights of our reservation - but until I see a credit on my credit card for the additional $115.95 for the second night of the second room (which is currently not there as of 07/15/2022), I do not accept that this issue is closed. Business Response /* (4000, 12, 2022/07/19) */ I am the General Manager Edith *********** This is gone long enough for one night. As a good gesture I will refund the one night. It seem that Mr. ***** is taken advantage of this situation. I am sure my Agent did tell him one night comp. Mr. ***** was probably upset due that he didn't have the room type for that night. I can see how he is it could happen. I know what my Agents said to him. They had called me regarding this reservation. So He decided to make us pay for the second night. Next time something like this happens I will write a letter and have the guest sign it. Edith *********** Consumer Response /* (2000, 14, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the additional refund of $115.95 as Edith *********** has proposed for the second night of the second room. If the refund is not delivered within an acceptable timeframe I will request for this case to be re-opened. Consumer Response /* (3000, 20, 2022/08/24) */ It has been almost a month and still have had not refunded me for the room as they stated they would do as part of the accepted resolution. Consumer Response /* (2000, 24, 2022/08/29) */ The business (Holiday Inn) refunded me $115.94 after this last notification from the BBB on August 24, 2022. Thank you for your assistance in this matter.

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