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Business Profile

Hotels

Holiday Inn Express

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:08/01/2024

    Type:Product 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.
    We traveled to the ***************** Memorial Day weekend (May *****, 2024) for our daughter's soccer tournament. The tournament uses a travel agency to reserve the hotels for the weekend. The travel agency assigned my daughter's team The Holiday Inn Express in ******, ** for our weekend stay. The hotel is deplorable at best. The rooms have peeling wallpaper, rust on all of the bathroom hardware, both faucets (shower and sink) were stripped and would not turn on and off properly, and our air conditioning was broke. The main problem was the air conditioning because it was a nice steamy weekend - 85 degrees the entire weekend. When we notified the front desk of the problem, they did not offer any support or help. They stated that the maintenance man quit earlier that day. When asked if we could be placed in a different room, we were told they were booked all weekend. I asked it they had fans we could borrow and we were told no. I asked them if we could be reimbursed for fans and was laughed at. My husband spent $73 on fans from a local Target. The room was unbearable and no one slept the entire weekend. After speaking to the manager, *****, the next day, he told us he would comp us one night due to the inconvenience. We have yet to see a refund and my credit card has been charged. We reported the unfortunate incident to the travel agency. They tried to reach out to the hotel numerous times to request my refund and got no response. My husband has since tried to call the manager to find out that he has resigned since then. It was a terribly uncomfortable, expensive weekend and I would just like to get my money back.

    Business Response

    Date: 08/03/2024

    Thank you for contacting us Unfortunately, we cannot do a refund the manager that was working during that time stated he didn't offer a free night stay & that he also checked the air conditioning & said it was working just fine. This guest stayed both nights in the hotel. we understand the guest was unhappy with the stay, but guest also decided to stay both nights therefore no refund will be honored. 

    Customer Answer

    Date: 08/06/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22076277

    I am rejecting this response because:  Their response is a blatant lie!!!!  How dare they!  The manager on duty has since quit! My husband reached out to him a few weeks after our stay and he told him that he quit.  The gentleman working the front desk gave us ******* (the manager on duty) cell number to contact him.  It is **************.  The travel agency, THS, that made the original reservation tried to reach out to the Holiday Inn Express numerous times and they were UNRESPONSIVE.  I was told by the travel agency to dispute the charge with my credit card company even.  I have that email to prove it also.  This is RIDICULOUS!!!  We could not stay any where else because ALL of the nearby hotels were booked because it was a tournament holiday weekend.  Believe me, I would have LOVED to have stayed somewhere else.  I can also provide names of other families with their phone numbers who can verify that our air conditioning DID NOT WORK the entire weekend!!!!  What a HORRIBLE company!  


    Regards,

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








    Business Response

    Date: 08/22/2024

    As we have already apologized for the inconvenience, however any refund for stay is not possible at this time.

    Customer Answer

    Date: 08/28/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22076277

    I am rejecting this response because:  there was never an apology.  This is ridiculous.  Every single response to this complaint has been a lie.  I am baffled that they are not taking ownership for their horrible establishment.  All I wanted was a simple refund of $300.  Horrible customer service.  I will be leaving a scathing ****** review for their establishment as well warning people of the horrible conditions of their hotel and the lack of professionalism and customer service.   


    Regards,

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








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