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Business Profile

Hotels

Holiday Inn Express

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:04/09/2024

    Type:Billing 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.



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

    I think the person from the hotel who called me misspoke when she said the charge was due to an increase in the room rate and that I was lucky the increase wasn't $300. They had left a message that the reservation was at risk, which I also think was misleading. The credit card hold is standard procedure at hotels, and the nice desk clerk explained it when we checked in and gave a new credit card number.



    Sincerely,



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


    ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    Business Response

    Date: 04/12/2024

     Please see attached receipt for ******* ********  She was only charged $326.02.  The $30 she is talking about was for an incidental hold that was released upon check out.  **** ******* was not charged an additional $30.  She will need to correspond with her bank in regards to when the hold will be released.  It has already been released on our end.  

  • Initial Complaint

    Date:10/30/2023

    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.
    The business took 875.00 from my debit account to pay for a TV that was broken in the room I stayed in. I merely told them their TV was broken when I arrived and have been accused that my granddaughter broke it with a toy. I was traveling alone, and my granddaughter lives in NY with her parents. I explained all this to the clerk and I was still charged.

    Business Response

    Date: 11/04/2023

    On October 21st it was reported to a front desk agent that TV was broken in room 309.  The agent at the time said the following in her pass down:  "Woman in 309 said her son threw a toy at the TV and now there are those streaks going across the screen - I tried messing with it to fix it myself but couldn't do anything."  The picture included is accurate as to how it ended up.  And there were no complaints prior to that one.  I had to base the charge on the information given.  On the 26'th, after the charge was made, the story changed. The woman called stating she did not do it.  And was wrongfully accused.  A register card was signed and initialed that states if there are damages to the room, the guest will be charged.  I don't enjoy charging for things like that.  But unfortunately, if someone damages something, it becomes their responsibility to replace it.  

Holiday Inn Express is NOT a BBB Accredited Business.

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