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Business Profile

Hotels

Hoilday Inn Express

This business is NOT BBB Accredited.

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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:02/21/2025

    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.
    Today, I discovered a surprise $75 charge to my card. I had not authorized Holiday Inn to charge this amount for any reason. Upon calling the hotel, the desk employee argued with me about how my service animal had been seen by housekeeping staff, so they charged me a pet fee that they would not be refunding. I explained that the animal is a service animal, not a pet. The employee was thoroughly confused, which is ludicrous. When I asked to speak with a supervisor, I spoke to *******, who was also rude/ ignorant than her subordinate. ******* stated that I am required to disclose a service animal and that she wouldnt refund the charge. I explained that this is illegal and was met with what can only be described as childish contempt. ******* became nastier. When I asked to speak her supervisor, ******* claimed that she had no idea who at corporate supervises her and has never been given contact information by corporate. Under the Americans with Disabilities Act ****** service animals cannot be subject to pet fees or required to be disclosed in advance.Despite this, I was charged a $75 pet fee because your staff assumed my service animal was a pet and are now refusing to refund the charge, stating that I was required to disclose the animal. This is a violation of federal law. Per the *** (28 CFR 36.302(c)):A business cannot charge fees or deposits for a service animal.A guest is not required to disclose a service animal before ************** can only ask if the animal is required due to a disability and what task it is trained to perform.I also discovered that the hotel had attempted to debit $225, then $125, then $175 all on 2/15 (before we even checked out) until they were successful with $75 the following day. They never notified me of any charge or provided any explanation for these charges. Altogether, ******* tried to charge me $600 for a service animal with no notice of any charge.

  • Initial Complaint

    Date:09/12/2022

    Type:Sales and Advertising 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.
    On Sept 9, 2022, Holiday Inn Express in ****** ** fraudulently charged me for a second room in the amount of $265.17. The staff refused to correct the mistake and demonstrated unprofessional behavior in multiple instances. ***************************, Front Desk Manager, and ***************************, General Manager, treated me so unprofessionally that Im speechless. I felt helpless, powerless, and threatened. I had the worst experience and Ive been traveling across the US staying in hotels for a decade. The business practiced at this location is absolutely abysmal and they must be reported for their maltreatment of guests. They are a horrible staff with horrible service to guests.

Hoilday Inn Express is NOT a BBB Accredited Business.

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