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Business Profile

Hotels

Holiday Inn Express Hotel & Suites

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Holiday Inn Express Hotel & Suites's headquarters and its corporate-owned locations. To view all corporate locations, see

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Holiday Inn Express Hotel & Suites has 3 locations, listed below.

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    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 type

    • Initial Complaint

      Date:05/22/2023

      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.
      Today is May 20, 2023.
      We were very disappointed with the **** interactions from the front desk today. We requested housekeeping and were told that they would come today. The person that we spoke to on the phone was **** ************** and seemed as if he were surprised that we were requesting housekeeping or acted as if he were reluctant to honor our request. He finally said that he could get someone over to clean our room. We called around 11am. At 4:35pm, I noticed that no one had come. So, I called the front desk to inquire about it. They told me there must be some mistake and that they had us down for tomorrow. When I told them about the man this morning who told us that someone would be over today, they said that they did not know why he told us that and then they hung up on us. Then I called them back and asked if there was anyone that I could speak to about this issue. She said that her manager was busy and that the young man from this morning had left. She told us that to get housekeeping, one has to call at 10am. The man from this morning did not tell us that. And, when we checked in at the front desk no one told us that. Also, the room has ants and a stained tub. When I called about the ants. I was told that the supervisor would be notified, so far no one has contacted us back about the ants.

       
      My main issues are that my room was not cleaned although I requested it, I was told that it would be cleaned and it was not, the first staff member's tone was unprofessional, the 2nd staff member did not care and did not offer any solutions to the problem and had a rude/unprofessional tone/ and hung up on me. I am not sure why this hotel mostly has reviews of * stars- unless they are ONLY treating 'certain guests' unprofessionally.

    • Initial Complaint

      Date:03/20/2023

      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.
      My husband and I checked into this hotel on 3/11/23 and checked out on 3/12/23. The evening of 3/11/23, I went to take a bath. I had barely gotten in and a staff member came to our door and said that there was water leaking in to the hotel room below it and it appeared as if it was coming from the bathtub. We were told to drain the bathtub and maintenance would be right in. A maintenance person came in, looked at it and left after about three minutes without even speaking to us. Nothing else was said to us- ever. Because of this, we could not use our bathtub/shower at all. We generally bathe every day so this was an inconvenience. No one at the hotel did anything to make this right by us. I used ****** of my *** points and paid an additional $***** for the room (*** ********** ***). I was asked to complete a survey after my visit. I did so and received an email that simply said "We're sorry for your recent experience." (*** ********** ***). No one tried to make this right in any way. The confirmation number for this stay was ********. I am asking for a refund of the $***** or have my ****** points added back to my *** account. I feel this inconvenience and lack of attention by management warrants some compensation.

    Holiday Inn Express Hotel & Suites is NOT a BBB Accredited Business.

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