Complaints

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were schedule to compete in a National 7v7 tournament in temple so we booked a room at Holiday Inn. What a mistake. Our team will typically use Holiday Inn/Marriotts for their tournaments and in have never had such a bad experience. When we arrive at the hotel, we are advised that a room flooded above our room and that they have found us a room at a nearby hotel. Best Western. The lady insists that she likes their rooms better than the ones at the hotel she works at, which i found odd, but she advised that we have no other options due to the tournaments impact on capacity. Mind you, the whole team was at that hotel, had access to the pool and other amenities, and we were forced to stay at a site, chosen by your temple location. We get to the other hotel, which by the smell in the lobby we could tell was a clear downgrade. I went into a room and immediately called back to Holiday Inn. The lady advised, in a very angry tone that we had no other options. The Lady at the desk assured me that she would be speaking with her manager on Monday to have the room comped, but stated that we would have to pay the deposit at the hotel we were at, but that after the stay Best Western would **** them for the room. After seeing the charges on my account i called in and spoke to someone that stated they understood my concern and would get with their manager to comp the room. Once the representative called back i could tell by his tone they would not be honoring what they said. He changed from pleasant to furious, cutting me off. I find it terrible that a company can charge you the same price, for a downgraded hotel/room that they picked. Please honor the refund that i was promised. If i wasn't far from home there is no way i would have stayed there. And if i knew they were not going to comp the stay i would have cancelled it and found an acceptable room. Cant believe my experience. I have a friend that is in management in one of your **** locations as well looking into this.

  Business response

  06/28/2022

  Greetings, 

  While we understand the frustration that it causes not being able to stay in the hotel that you had originally booked, we unfortunately had no other choice.  We did in fact try to get ahold of you ahead of time; However, the 3rd party (Expedia) that you booked through at a discounted rate did not send any contact information to us.  We had no way to let you know earlier in the day as we would have liked too.  Due to this we went outside the standard process and made arrangements for you at the other hotel which we use any time this comes up.  The city was sold out of double queen rooms and at rates such as $179 and higher.  We wanted to help as much as we could.

  You are speaking to the fact that someone told you we would compensate you, however you spoke to our front office manager and she explained the situation and that we all we could do was ensure you did in fact have a place to stay.  We did speak with Expedia and explained to make it easier on you and to ensure that you would not have to go through the billing process again we would keep the deposit and pay directly to the other hotel ourselves, in which the agreed.

  We apologize that this happened and never like to send a guest to another hotel, however this situation was out of our control.  We felt and feel that we did the best option possible in this situation and apologize that you are not satisfied with the resolution that we discussed with you.  We still do not have contact information for you or I would have reached out personally to further discuss this situation that we (all front desk) discussed on that following Monday.  

  This is not a standard practice for our hotel specifically, however being walked to another property is a common thing in the hotel industry.  No one likes it (either side guest or hotel), but we do try our best to make it comfortable and always place people at properties that have the same or higher rating then us as we did this time. 

   

  Thank you for reaching out and I will ensure that we use this as a learning topic and do hope that you will book directly with us in the future. 

  Customer response

  07/01/2022

  Complaint: 17489168
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  thats a lie! I was told that the room would be compensated for. How else would I know the procedures around compensating it? I was also promised a call back that I never received. Everytime I speak to anyone with your hotel they have an attitude. This response represents that as well. I need a call and compensation asap!

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