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Business Profile

Hotels

Holiday Inn Express Mystic

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:07/05/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    hotel required $100 deposit when checking in, refundable in 5 to 10 days. its been 19 days and no refund. I have called customer service 5 times and and no help.

    Business Response

    Date: 07/06/2024

    Please see attached the screenshot of his reservation. If there was any money held, you would see it in the bottom right-hand side where it says approval amount. The hold was released upon check out.

    Customer Answer

    Date: 07/08/2024

    I do not see a message from Holiday Inn Express explanation for refund. what happens next?

    Customer Answer

    Date: 07/16/2024

    ***** *** * ************************
    ***** ******** **** *** **** **** **
    *** ********** ***********************
    ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********


    This has ben resolved. Thank you, ***

  • Initial Complaint

    Date:05/07/2024

    Type:Customer Service 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 have been trying to transfer my rewards points to my wife but nobody seems to be able to help. I'm a business rewards member and I'm trying to transfer my points. The website is down half the time. When I am able to log in it charges me a lot of money to initiate the transfer. The transfer of points is supposed to be free for business rewards points. I called customer service numerous times and they don't know what to do. The try to transfer me to business rewards department but it's never the right department. And other departments don't know how to help me with the transfer.

  • Initial Complaint

    Date:02/12/2024

    Type:Customer Service 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 stay at hotel and on arrival date called numerous times to see if early check in may be available but no one ever answered. We arrive 90 min prior and asked the woman at front desk who was too busy texting on her phone. I asked and was rudely told no you have to come back at 4 so we left. We returned over an hour later and the second shift gentleman was nice and accommodating. Later on we left and returned third shift and noticed no one at desk. We saw him in the corner on couch watching tv n playing on phone amd didn't acknowledge us. When we got to room we called front desk n no answer as needed toilet paper so went downstairs. The gentleman was still on couch n ignoring guests as I called to him several times. He then came over n asked what's my issue. I told him plus purchased a few items. About ten minutes later I returned and same thing. He acted like I was bothering him. I also inquired about bath towels as ones in room were basically hand towels n thar they don't have any bigger. Next morning I went to breakfast and when getting food there was only a little hot items left n hard. I asked if there was anymore and was told I have to eat what's out there until it's gone n then they'll bring more. I tried to talk to front desk fir mgr but was ignored. Upon checkout the same rude woman was talking with employees and told her I wanted to checkout. She didn't even look at me or say anything while she continued her conversation. I dropped my keys on desk n walked out.

  • Initial Complaint

    Date:08/22/2023

    Type:Billing 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.
    My family and I stayed at the Holiday Inn Express Mystic/****** area from July 15th-16th, 2023. We booked the hotel room for one night and the cost was $388.55 before taxes and $456.83 with taxes. Upon arriving to the room, I noticed that the sign on the back of the hotel room door stated the maximum amount that could be charged for the room. This amount was $329.00. We were overcharged by $59.55. I asked to speak to a manager when we checked out in the morning and was told there was no manager on duty. Within the next day or so, I tried calling the hotel directly, but was not able to speak with a manager. I then proceeded to call the main number for Holiday Inn Express. I explained the situation and was told I would receive a call back within 24-48 hours, but never did. They also suggested that I send an email directly to the hotel, so I did on July 24th, but never got a response (********************************). After a few days I reached out to the hotel directly again and explained my situation. The manager was not available, but the person I spoke with said to email the manager and he would respond. I emailed him on 8/5/23 and again on 8/17/23. As of right now, I have never been contacted by the specific hotel or the headquarters. I have read online that the hotel is not allowed to charge more than ****************************he document states on the back of the hotel room door. I am attaching the photo of the card on the back of the door and could also share emails if needed.

    Please let me know what I should do to proceed.

    Best,
    ***** *****
    ********************** *** ********

Holiday Inn Express Mystic is NOT a BBB Accredited Business.

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