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Business Profile

Hotels

Holiday Inn Express & Suites Limerick

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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  • Initial Complaint

    Date:03/15/2023

    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.
    I checked into the hotel on 1/23/23 at 9pm (after driving 5 hours to my destination). While being checked in I told the girl (******) that I had a service dog and asked if that was a problem. She indicated no it was not. I checked out of the hotel on 1/24/23 at 9:30 a.m. My fee for the night was $163.90. A few days (on 1/27/23) later I notice I was charged an additional $250.00 from that hotel. I immediately (1/27/23) called inquiring if such charge was a hold and when it would be released. The person stated the charge was for a dog in the room. They do not allow dogs. I explained there was a mistake made because when I checked in I told the front desk I had a service dog and asked if it was an issue. They said they would speak with the girl who checked me in and management would call me back. Several days passed and no one from the hotel called me. I called again on 2/3/23 and made a formal complaint with Holiday Inn Express on 1/27/23 and 2/3/27. After several times of being told management would call me back I asked for the the manager's schedule. I spoke with the manager on 2/4/23 (I believe - because I called so many times it all runs together). The manager called me a liar and said I snuck the dog in because I did not bring him in when I checked in. I explained that I just drove 5 hours and it was after 9pm and the dog needed to go to the bathroom, it was cold, windy and I wanted to get checked in before I let the dog out of the car. I don't know the area and want to be safe and be sure someone knows I am at the hotel before I exit my vehicle in the dark parking lot. I travel several times a week for business and my service dog is always with me. I asked him for a refund and he refused. The manager was rude, disrespectful and I feel discriminated against. I have tried to find out from Holiday Inn Express who his manager is, but all the tell me is this "manager" owns that hotel. I need help with this. The manager's name is ******.

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

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