ComplaintsforHoliday Inn Express & Suites Milwaukee NW

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked into the hotel on Sept 22nd and the entire nightmare. The morning i woke up after a night of screaming and banging over my head all night long. i made several calls to complain of the ************* level because i was scary to me. I went to the bathroom and the sink was literally draining onto the floor and i had no ideal until i slipped and hurt my right hip. i took videos and pictures but the video wont upload here due to size. The management was VERY rude and non-chalant about my fall. I am already disabled and the sink was previously patched up and the tub was very nasty with black footprints in the room they moved me too. i have pictures of everything. I was also told several times i would be compensated with a "few' night free stays to prevent them form being sued. they have completely blown me off since day one. They are trying to give me ****** pints which dose not even equate to a one night stay! they think i will just give in but NO! I also have had my deposit held since my check out date out of pure vindictiveness' by the hotel management. i have requested them to release my funds for 4 weeks and nothing has happened but lies excuses And more lies. I want to be Properly compensated for my injuries and at this point i want the entire stay refunded back to me. i have been degraded by the staff in front of guests, lied to, given the bare minimum of a offer and did not even get that. This hotel has literally stolen my deposit from me and never gave me the two or three nights free stay Anywhere that i was offered the day of my fall. these managers are ghetto and literally told me nothing but lies. *** had to call and email over 10 times and they still have not rectified this situation. I want my deposit immediately and the 3 night free stay i was initially promised by the manager on duty that morning. I don't even like talking to them because they think its funny ad comical i almost broke my leg in their establishment. i will provide all proof to you.

  Business response

  11/02/2023

  Dear *********************

  In reference to your letter dated October 19th regarding complaint of *******************, here is other side of dispute what she is complaining and adding so many things except one thing that drainpipe of sink was leaking little bit but not flooding.

  Here is the para wise reply of the complaint of *******************.

  1. Yes, sink drainpipe was leaking and for this inconvenience our on-duty Manager ********************* already awarded her ******************************** next stay.

  2. No, she is telling lie that our on-duty Manager promised her couple of nights free stay.

  3. No, she is informing that there was a noise whole night which cannot be true. We have a Security person who takes care of all the noise complaint and as per Hotel Policy he kicks out the guest who does not stop making noise after 15 minutes notice and that too without any refund they need to leave the hotel room. Besides, this on hearing noise complaint our Night Auditor would have moved her room to another floor. No such room move request was made by her.

  4. As regards she is informing, she broke her right hip that is also not true, as our Front desk lady *******, who checked her out saw that she walked down to the door like a normal person, and there was no sign of any slang walking. Furthermore, when I asked her to send me the Doctor prescription for the right hip broken, she failed to send it to me.

  5. Under the circumstances, for the inconvenience faced by her due to little dripping of water from the sink drainpipe under the service recovery policy of the Hotel no more free nights can be given in this case as already **** reward points has been given by on duty Manager ************************** 

  6. As regards, 50 dollars hold by us, it is never with any hotel after checkout. It is automatically done in every hotel by programming the moment guest is checked out, branch manager of the guest bank is informed that guest has been checked out so whatever hold in her account may be released and put back in her account. If still bank manager has not done it, in that case ******************* should inform me the contact number of the Manager of Bank so that I can call him to release the amount. 

  Sincerely

  **************************;

  General Manager 

  Holiday inn Express NW

  10831 West Park Place, 

  Milwaukee, 53224

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 23 Ive paid $112.85 for a reservation made at Holiday Inn Express in ********* check in date 5/21 check out 5/22. On May 21st, I reported to the hotel at 7:30 pm and was denied check in due to overflow. When I tried to reason with the front desk I was advised that it was 3rd party booking and they had the right to cancel reservation in overflow situation they provided cancellation number ******** the agents name was ***** Attached is the receipt from my reservation. Today I received denied refund email. It was a horrible experience to be with no roof over my head. And to make it worse I was with my disabled cousin on our daughters volleyball tournament. My cousin has stage 4 cancer and we needed a rest after a long day. Hotel kicked us out and told us to seek refund with 3rd partyI sent refund request emails to **** and IHG on May 23 no response from IHG to this day. Very very disappointed as Im IHG member. I even called IHG seeking solution and was offered $440 hotel. When I requested price matching representative placed me on hold and I heard a click shortly after with no call back. Kindly advise how to prevent those situations and help recover my money. Thank you in advance for your assistance

  Business response

  06/24/2022

  BBB COMMENT SKW:

  This was a third party scenario. It was cancelled she was never charged for anything. She needs to contact Expedia- if Expedia needs to ok we will ok it. There's on our end that says she was charged by us. 

*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. ↩