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Business Profile

Hotels

Holiday Inn Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 1 complaint 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:05/20/2025

    Type:Sales and Advertising 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.




    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: 05/29/2025

    Dear BBB,
    I received a complaint from ******* ********. *** ********
    booked her reservation through *********. For ********* reservations, guests
    are charged by *********, which then sends us a virtual card as payment. We
    make an advance deposit on these rooms because the cards are only valid for a
    certain time. We made an advanced deposit of $141.75, meaning the rate for
    ********* was $141.74 since there is no tax for them.
    We have removed Jacuzzi rooms from every website except
    ********* after our renovations. Despite multiple attempts to update their
    site, it still lists these rooms. Unfortunately, we do not manage their
    website. *** ******** was placed in room 117, where we encountered an issue
    requiring an electrician due to partial electricity loss. She was later moved
    to a similar room. These rooms used to have Jacuzzis, so they are slightly
    larger.
    *** ******** had the choice to decline these rooms upon
    arrival if the absence of Jacuzzis was unsatisfactory. While this inconvenience
    is regrettable, refunds cannot be processed directly by us due to her booking
    through *********. She needs to contact *********, which will then coordinate
    with us for a refund. This process has been explained to her through three
    different complaints she submitted on our website.
    Thank you,
    Managementy 

Holiday Inn Express is NOT a BBB Accredited Business.

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