Complaints

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• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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.

  We booked a suite for 12/10. We were put in a standard room. At first they said it was a suite. Then when proven differently through reservation description they said they didnt have a suite available. They didnt have a cot. They brought bedding to sleep on the floor and said the rate would be adjusted. I called corporate. They created a ticket and said the rate would be adjusted. At check out the rate was not adjusted. The manager was hostile and said we didnt have to accept the room and she was not adjusting the rate. I called corporate. They said their system was down but they were able to pull up the information of the reservation.

  Business Response

  Date: 01/10/2023

  Good Afternoon Cody,

   

  This email is in regards to complaint number ******** Holiday Inn Suites and Event Center Cedar Falls.

   

  The ******** family did indeed book a room through a hotel site for the night of 12/10/22.  The room type they booked is coded as a "TWRN".  A TWRN room type is an accessible double queen room not a suite.  They booked this room at a nightly rate of $147.25, which was our rate for standard double queen rooms/accessible double queen rooms that evening.  Suites he would be referring to were at a rate of $189-$200 for that evening, we were completely sold out of suites for that evening.  The occupancy for the standard double queen room is (4) individuals.  Looking into the site they room is mislabeled as a suite, hence the awarding of points at the end of the email.

   

  According to his complaint we stated it was a suite, our staff know the room types and this would not have been mistaken for one.  They also stayed we did not have a cot, and yes that is correct.  We do not have any cots on site, we do not offer those at all.  As the occupancy is (4) individuals for that room we accommodated his request for additional bedding, not knowing that one of the guests was intending to sleep on the floor.  Additional rooms were available and offered.

   

  During their stay they filed a complaint with IHG corporate, and forward to me as we are a franchisee of IHG.  Those comments are below:

   

  Guest contacted IHG Hotels & Resorts regarding an issue they are experiencing while in-house.
  
  Guest Comments:
  - Secondary Guest called in because the reserved a suite room and they were checked in today to a standard room only.
  - Someone is sleeping on the floor.
  - Guest told me that they were still charge for a suite room.
  - Guest told the hotel about their room and a guy finally came up and look up the room and they were told that he will talk to somebody to give them some points.
  - Guest said it's not fair.
  
  Confirmed guest is currently on property.
  Guest Room Number: Room 233
  
  Advised guest that, as they are currently on property, hotel staff is in the best position to address this concern. Explained that I will notify staff immediately and arrange for Management to contact the guest directly.
  
  Guest's preferred method of contact: Phone - ********** / Room Phone
  
  

  Resolution:
  - Acknowledged the guest concern.
  - Apologized to the guest.
  - Case has been referred to hotel.
  - Advised guest that FD will leave a note for the next person on duty tomorrow regarding her concerns.
  - Explained that the hotel is in the best position to help since they are still in the property.
  - Advised guest that all information she provided will be documented and forwarded to the upper management.
  - Provided the reference number.
  - Thanked the guest for giving us the opportunity to help.
  
  ALOCF: The guest contacted IHG Hotels & Resorts Guest Relations about a problem they are experiencing while in-house. Please contact this guest as soon as possible to discuss an appropriate resolution, and then respond to this case via IHG Concerto Guest Complaints with the details. Please ensure all actions are completed before the guest checks out to avoid case handling fees from additional contacts to Guest Relations. We appreciate your assistance.

   

  No comment was made by IHG to lower rate nor refund.  The only comments were about points being added.  

   

  They must have spoken to my front desk manager at check out ( I was out of town for this time frame) and she stated that she could not adjust rate on her own and would have to confer with me. Once again it was explained that technically they did not reserve a suite and when it comes to us through the site, they booked we only see what they actually booked but not their intention to book.

   

  The guest received ****** points for the issue they said that they had have since called several times, Sunday 1/8/23, was the latest wanting additional money back,

   

  My apologies on the delay as I was on vacation and it looks like the letter came over the holidays which I was gone for.  I believe the complaint is also mislabeled on the form as "Repair issues"

   

   

  Thank you,

   

   

  *********************** | General Manager

  Holiday ********* and ********* Event Center

  7400 ***************** | Cedar Falls | ** | 50613

  Hotel: ************ | Mobile: ************