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Business Profile

Hotels

Holiday Inn Cheshire - Southington

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:01/27/2025

    Type:Billing Issues
    Status:
    UnresolvedMore info

    Complaint statuses

    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 am not one to write reviews or report anything, but I have reached my wits end and just want my money back.

    As a bit of background, I stayed in the Holiday Inn Chesire-Southington hotel in July and was overcharged to the amount of $262.52 for a no-show fee even though I stayed for the entire duration of the trip and there was no problem of a no-show. I have been in contact with the General Manager, Justin M*******o, about 12 times via email and even more numerous times with the front desk staff via phone call for the past 6 months without any resolve. The staff has been difficult in reimbursing me and utterly inconsiderate with their empty promises of following up and their lack of correspondence to remediate the issue.

    For a bit more detail, I made an initial reservation (#********) for Fri, July 19th to Sun, July 21 for $310.50. The subsequent reservation (#********) was made to extend the stay from Sun, July 21 to Mon, July 22 for an additional $157.32. Both reservations were for the exact same room and therefore, there was no infraction of a no-show (please see two screenshots below for documentation proof and clarity). On the day of checkout, I paid $157.32 for the ******** reservation, which is accurate. However, for the ******** reservation, I was charged $573.02 instead of the $310.50 I was quoted; hence the $262.52 charge in excess.

    I am getting very tired and frustrated that something spelled out over a dozen email exchanges along with numerous phone calls is still unresolved. I would just simply like my money back for an error where their business charged me more than I should have paid. I notified Justin M*******o I was contacting the BBB and filing a complaint about 2 months ago and he never replied. With this in mind, I am finally following through and submitting a complaint to hopefully remediate the matter and be reimbursed.

    Business Response

    Date: 02/09/2025

    Thank you for bringing this matter to our attention. We sincerely apologize for any frustration this may have caused. As previously stated six months ago, our records indicate that you had multiple reservations, not just one. Specifically, you had a reservation for three rooms with an arrival date of July 19, 2024, and another reservation for July 22, 2024. Since these reservations were not canceled, a no-show fee was applied in accordance with our policy.
    The information provided is accurate and reflects the details of your bookings. We hope this clarifies the matter. Please let us know if you have any further questions.
    Justin M*******o
    General Manager

    Customer Answer

    Date: 02/10/2025



    Complaint: 22858442



    I am rejecting this response because:

    The General Manager, Justin M*******o did not resolve anything and just answered the complaint with information I already know and have already explained time and time again after 6 months. 

    There were multiple bookings (total of 3 rooms). 1 booking for one room, 1 booking for another room, and 2 bookings for the third (1 initial, and another as a one-day extension). There was absolutely no instance of a no show fee as I have expressed countless times.

    My original text of the complaint holds. Inserted here for reference: I stayed in the Holiday Inn Chesire-Southington hotel in July and was overcharged to the amount of $262.52 for a no-show fee even though I stayed for the entire duration of the trip and there was no problem of a no-show. I have been in contact with the General Manager, Justin M*******o, about 12 times via email and even more numerous times with the front desk staff via phone call for the past 6 months without any resolve. The staff has been difficult in reimbursing me and utterly inconsiderate with their empty promises of following up and their lack of correspondence to remediate the issue. For a bit more detail, I made an initial reservation (#********) for Fri, July 19th to Sun, July 21 for $310.50. The subsequent reservation (#********) was made to extend the stay from Sun, July 21 to Mon, July 22 for an additional $157.32. Both reservations were for the exact same room and therefore, there was no infraction of a no-show (please see two screenshots below for documentation proof and clarity). On the day of checkout, I paid $157.32 for the ******** reservation, which is accurate. However, for the ******** reservation, I was charged $573.02 instead of the $310.50 I was quoted; hence the $262.52 charge in excess. I am getting very tired and frustrated that something spelled out over a dozen email exchanges along with numerous phone calls is still unresolved. I would just simply like my money back for an error where their business charged me more than I should have paid.


    Sincerely,

    ******* ****

  • Initial Complaint

    Date:01/02/2025

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    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.
    This undisclosed charge appeared in my bank account on 12/09. This charge was never explained to me during my stay or at checkout on 12/7. I booked a room at this hotel for 12/6 one night. I live in ** and was in ** for my 92 year old father’s wake and funeral services. My 34 year old son was sharing the room with me as my husband is currently receiving cancer treatment and was unable to attend. After checking in earlier on the 6th we arrived back after the wake at around 10:30 pm. We were both quite tired and were looking forward to relaxation and sleep. Soon after settling in we heard commotion in the hallway. I looked outside my room and encountered 3 women who were not able to get their keycard to work and were visibly annoyed. I offered to try the keycard and confirmed it did not work. We were all outside my room (***) when the guest in room *** came out and asked that we be more quiet. One woman went to the front desk, I offered the other two come into my room to keep from disturbing the guest in ***, after 10-15 minutes the new key was made and they left our room, we did not see them again that night.
    While I was in the bathtub after, my son received one call from the front desk warning us about noise “in our room”. Shortly after, there was commotion in the hallway across from our room and the manager came asking them to be quiet and go in their room. We went to sleep and checked out the next morning with no details about this charge put on our room. Upon calling them on 12/9 they claim that our room was part of a three room noise disturbance and that “we” were given 3 warnings. This is untrue. I made attempts to talk with the GM Justin M******** to which he finally responded by email with the same “verified” info. He has never spoken to me in person. I spoke with their Corporate customer service and no one has ever contacted me back. This is a false accusation, I am disputing their version as it is untrue. Assumptions were made about us being part of this.

    Customer Answer

    Date: 01/31/2025

    Hi, thank you for your response and attempt in contacting the hotel on my behalf. I was able to find contact information for the CEO and other top people in the Holiday Inn corporation. I sent them emails with the details of my complaint as well. They did contact me by phone on 01/09/25 within a week of sending them emails. They informed me that had refunded the $250 charge back to my bank account. They did not offer an apology which I was hoping they would give me. I explained the harm that this experience had on me but was grateful they did eventually refund the bogus charge. I doubt I will ever stay at another Holiday Inn again after going through this and reading the other similar complaints against this hotel chain. Thank you for your efforts to help me. 

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