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Business Profile

Conference Center

Holiday Inn Express Downtown

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently stayed at this hotel from August 21 - August 26. I was supposed to be charged the government rate (which I am entitled to) and was quoted $153 per night. Taxes included was $858.85. When I arrived at the desk to check in they told me there was a concert in the area and they would need to charge me more as the hotel was in high demand. This is not allowed and I know that due to my previous hotel employment experience. I spoke with the hotel multiple times confirming all that was required upon arrival was my work ID. I spoke with the *** live chat and got it confirmed in writing and saved the chat, which I have attached. The hotel assumed I was there for the concert which was not the case (and charged me more because of it). I had this booked in March. If a working order was required I could have provided that upon arrival, not when I showed up at the desk. However, each time I called to confirm they would indicate that my ID was the only thing required. When I showed up, I should not have been faced with these extra charges as this was previously booked and I am entitled to my rate. I have stayed at numerous Holiday Inn Express' and never had an issue except this one. I would also like to point out that ******* ***** - ************** Manager was very rude and would not listen to anything I had to say or be willing to assist in any way. I will never stay nor recommend this hotel or another Holiday Inn Express again. I feel that I am entitled to a refund of the price discrepancy and if any changes was needed to be made to my reservation I should have been notified prior to me arriving at the check in desk. Three days after I checked out, I got an email on August 29 that said I was charged $1,186.69. This is a difference of $327.84. I have reached out the hotel numerous times since my check out and cannot get an appropriate/timely response. The hotel claims this is what it will be but that is not good enough. Please see the attached supporting documents.

    Customer Answer

    Date: 07/11/2024

    Holiday Inn Downtown Edmonton has not responded to any of my correspondence. This is not acceptable. I demand a refund of the money I am entitled to. 

    *******

  • Initial Complaint

    Date:09/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a hotel stay at Holiday Inn, once I booked by stay they let me know about an offer that I said I would listen too.

    I agreed to the offer before I was sent any information. Once I was sent the confirmation I immediately tried to dispute it as it was not exactly what they stated over the phone.

    They pretty much mislead me about what they were trying to sell me. They also charged me in a different currency than I expected. They were not forthcoming with all the information and I feel they coersed me.

    I am still trying to dispute the transaction but it is proving to be difficult.

    I don't want this to happen to anyone else as I feel they are stealing my money. They are saying I agreed to all the terms and conditions even though it was all over the phone and I wasn't sent the terms until afterwards.

    I feel like these large corporations have all these legal terms set so that they don't have to take responsibility when they scam innocent people.

    I 100% feel that this is a scam, and as it's a large corporation people will just pay the money instead of dealing with the hassle to dispute.

Holiday Inn Express Downtown is NOT a BBB Accredited Business.

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