Complaints

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• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 spouse and I stayed at this hotel 5/6/2024. Upon arrival I asked for a handicap room or the ground floor. My husband has recently been put into a not weight bearing situation and is unable to be mobil without a wheelchair. We were put on the 4th floor in a suite that had handicap bars around the inside of the shower but the shower was a tub shower and had to be stepped up into and there was not a bench. Also it was very stormy that night, tornado watches all around and we could not sleep due to the idea that if the electricity went out or we needed to seek shelter we could not get to it as we could not go down four flights of stairs to the shelter or even ground level. You do not put handicap people on a 4th floor who are wheelchair bound.
  Also, this hotel comes with the ammenity of breakfast as part of the deal and was to be served at 6:30 am during the week, which worked perfectly with our schedule that we were tightly on. Upon arriving to the breakfast room the doors were closed and opened 15 minutes late. The desk clerk apologized but stated the person scheduled did not show up for work. While this is a common problem in the USA any more, this hotel needs backup scheduled for emergencies like this immediately. No customer should be delayed on their schedules because one person does not want to show for work.

  Business Response

  Date: 05/20/2024

  **** ********* reserved a standard king room. Upon her
  arrival she requested an ADA room. Our staff advised her that we do not have
  any ADA rooms on the 1st floor that met her needs. Staff offered her an upgrade
  to an accessible suite with grab bar in bathtub on the 4th floor. Guest
  accepted it. In addition, a chair or tub seat could have been provided if
  requested, however our staff said there were no further interactions,
  requests, or comments of dissatisfaction from the guests. If there had been we
  would have provided all possible amenities we have at our disposal. All our
  rooms have been designed, inspected and compliant with both IHG and ADA
  requirements.
  
  Additionally, regarding breakfast, we offer complimentary
  continental open bar breakfast for our guests.  It is unfortunate that it wasn't a normal
  or pleasant experience. But the service was open/provided and given the
  circumstances the staff had the full continental items available. As they put
  out the additional hot food items, it was consumed by other guests quickly.
  This could occur at any time, regardless of staff levels/issues.
  
  We do apologize for the inconvenience, but we met the
  needs that were presented to us for the room type, including upgrading to a
  larger suite complimentary. And while the breakfast left more to be desired,
  there were still options provided.
  
  Attached you'll find information showing the reservation and
  the rooms type reserved (KNGN - a standard king), and our staff changing the
  room to an ADA suite (XWBN - 2 queen suite with ADA).

  Customer Answer

  Date: 05/20/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it was not explained to me about not handicap accessible. Rather I was asked if I would be willing to change beds for an ADA room. At which point I willing said I would downsize the bed. It was presented to me as if they were doing me a favor not me making changes for less then I had already reserved but made a request for ADA OR ground level    Nothing was indicated for a chair either for the shower. 
  the breakfast was not as advertised and not as part of the bill, yet your opening it late and offering cold dry cinnamon rolls and fruit hardly equates to the breakfast advertised and paid for in the bill.  I am concerned about this very lax attitude from you that no wrong was done. It was all wrong and not acceptable. I stayed there and at this point regret it completely. It is an absolute disgrace for businesses to assume we will just accept things because you can’t or won’t step up. At this point due to the attitude you did no wrong I would like my money back to settle or at least half. I will be sharing this with others who ask for an idea or place to stay. I know for a fact holiday inn express can do better than this. I have been a priority member for years but there are other places and other deals. Either you want customers or you don’t but at this point it is your call 
  
  
  
  Sincerely,
  
  
  
  ****** *********