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Business Profile

Hotels

Holiday Inn Express and Suites

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

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

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:08/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    On August 15th we had a reservation with the Holiday Inn in *******, ******* we were leaving from ***************, Fl flying Spirit airline our flight was cancelled do to weather conditions.I immediately called the hotel to tell them what had happened and asked for a refund since this was not our fault they refused and was told to contact the customer service representative which I did and was told the same thing they told me to contact the hotel directly again which I did 4 conversations with no results the amount to be refunded is ******.

    Business Response

    Date: 08/26/2024

    We have a 24 hour cancellation policy.  They called the day of arrival at 5:41pm to cancel this reservation.  We did charge for 1 night per the cancellation policy.  We do not cancel without penalty if a flight is delayed or cancelled.  If we did allow this, it would have to be done for everyone that has these issues with flights.  We follow policy and rarely do we refund.  They were told this multiple times; they have called multiple times and were informed of this policy each time.  

     

     

    Sincerely,

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

    GM Holiday Inn Express & Suites Bedford In.  

    Business Response

    Date: 09/05/2024

    We have a 24 hour cancellation policy.  They called the day of arrival at 5:41pm to cancel this reservation.  We did charge for 1 night per the cancellation policy.  We do not cancel without penalty if a flight is delayed or cancelled.  If we did allow this, it would have to be done for everyone that has these issues with flights.  We follow policy and rarely do we refund.  They were told this multiple times; they have called multiple times and were informed of this policy each time.  

     

    Sincerely,

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

    GM Holiday Inn Express & Suites Bedford In.  

    Customer Answer

    Date: 09/05/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

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

  • Initial Complaint

    Date:02/19/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Booked online. Employees say name on card was different from name given, However employees told me as a customer i was at the wrong location. I was not a no show.

    Business Response

    Date: 02/21/2024

    I do not show any charges to anyone named *****************************.  I also do not show any no show charges for 2/19/2024.  Can you please give me more information?  Can I get a confirmation number or another name that could be on this reservation?

     

    Sincerely,

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

    GM Holiday Inn Express & Suites ************************

Holiday Inn Express and Suites is NOT a BBB Accredited Business.

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