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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.
  • 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:10/11/2022

    Type:Service or Repair 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.
    I checked in to this hotel I believe according to my credit card statement on 9-30-2022. I paid 329.67. After only about 1/2 hr. in the room I started to unpack my suitcase and a little above eye level on the wall I saw 2 bedbugs. I took a Kleenex and disposed of them. I put my suitcase back together and put it on the bed. I was awaiting for my daughter to come visit me. I just sat on the couch until she got there. As we were talking and I told her what happened she asked me what was on my arm. we looked and it was a live bedbug. We immediately took it to the front desk alive. The young guy there at the time took it and apologized and said the cleaning ladies must have missed them. He said he would tell mgt and was sure the exterminators would be there the next day. I told him I was going to leave but he said he would move me to a better room. He said there would be no charge for the stay there. I left a day early but the day before that they moved me to the third floor and said my room was already rented for that night. My last day there I was on the 3rd floor and had just finished showering and was sitting on a towel on the chair to put my knee braces on , not clothed yet and this woman opened the door and walked right in. I gasped and she said , I was just looking to see if any of the workers are in here. I went down and reported it to the front desk and they had no knowledge of this woman being there or who she was. After returning top my room, I wasn't there 5 minutes when a man walked right in. He said sorry but this is the room I rented. I called the desk and they said they gave him the wrong key and to send him down for the right one. That's when I decided to leave. when I went to the desk and asked for a receipt they said they couldn't give me one until the Management voided the total charges. I was not happy about that but had no choice but to leave. I have contacted the hotel many times. They say they thought the mgt took care of it. * *****

    Customer Answer

    Date: 10/11/2022

    Fwd: COMPLAINT CASE ID #********. PLEASE ADD $329.67 AND $249.75 TO THIS CASE. THIS CHARGED AMT. WAS TO BE FULLY REFUNDED. THANK YOU. ***

    Business Response

    Date: 10/24/2022

    The guest ***** ***** stayed at our hotel in room *** and was just upset about the high rate she was paying over the weekend. She started coming up with different complaints to get any discount she could get. It started from the elevator not upto the standards to the hallway dirty. We have lot of construction crew stay at our hotel and they drag in mud all the time. We do our best to keep up with it but the carpets do get dirty from these crews from time to time. We refused to give her any discount as none of it warranted it and nothing was wrong with the room. Then on the day of checkout she said she found bedbugs. We told her that we will get it professionally inspected and issue a refund if there was any bedbug activity. We had orkin pest control come out on 10/03/22 to inspect room ***. They did not find any activity of bedbugs (bb) in the room. I have attached the report from Orkin. Once we got that, we refused any sort of compensation to ***** as there was nothing wrong with her stay that warranted any sort of refund. She got mad and said that she will complain to BBB and corporate.

    Sincerely,
    Harsh P****
    General Manager
    Holiday Inn Express & Suites

Holiday Inn Express is NOT a BBB Accredited Business.

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