Complaints

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.

• Initial Complaint

  Date:03/17/2025

  Type:Facilities 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.

  I booked a hotel at holiday inn for 1 night. I drove directly from home and arrived the hotel at around 10pm on 3/14. I went to bed soon after I checked in and woke up by a bug crawl on my arm at midnight. My arm turned red and I tried to kill the bug and found another bug in my bed. The clock show's 1:25am.I felt itchy and took a picture of the bugs ( one on the tissue, the other on the carpet) and wrapped one bug in a tissue and went to the front desk at around 3am trying to see if she knows whether it's a bed bug and if there's any other room available. The lady in the front didn't want to see the bug and asked me to throw it away. I sent her the pictures instead, after looking at the picture, she wanted to refund me and found out that my room was booked through a third party, so she couldn't refund me. And the hotel was full so I couldn't get any other room. She asked me to file an incident report and told me the manager would contact me in the morning. I filed the report and went to my room but I couldn't sleep because I was afraid of more bugs ******* on me. It's so a frustrating.I waited until the morning and checked out. I waited the whole morning, the manager didn't call me. I called him in the afternoon and left a few messages but he didn't return my call. I finally managed to reach him at around 4pm. He told me that he found another bug in the same room but it's not bed bug. So I asked for a refund, and he asked me to contact the third party with whom I booked my hotel. So I contacted the third party, and the manager found all kind of excuses refusing to refund, he wanted to give me some points instead. I said no, I think deserve at least the refund. It's been a few days and the issue hasn't been resolved and I feel very upset. Now I want the hotel to refund me the money I paid plus one night to compensate me. The cost of one night is around $120, so the total is $****** routing number is: ********* and account no is: ********. Please pay me.

  Customer Answer

  Date: 03/17/2025

  Please see attached pictures.

  Business Response

  Date: 03/27/2025

  There will be no refunds issues for this. The guest came to the desk and claimed that there where bed bugs in the room and her arm was all bitten up by bed bugs. There were no other rooms to move her into as the hotel was sold out that night. She was given the option then to leave and find other accommodations and receive a full refund. She chose to stay because her daughter was asleep in the other bed. I had the pest control company come in the am to check the room. The pest control company did a thorough check of the entire room.  One dead housefly was found in the corner of the windowsill in the room and the Agent from Pestco identified the bug in her photos as a "Stink bug". She sent multiple pictures to me of the same bug on the same piece of tissue in various locations in the room and claimed there was more than one bug and that this had bitten her and caused a reaction. These bugs do not bite and the marks on her arm are clearly a rash.  I never disputed that she clearly has a rash on her arm and offered her ****** IHG points as this rash "May have been" a reaction from one of our cleaners or our laundry detergent. She insisted on a full monetary refund. She booked and paid through a third-party web site so I could not offer her a refund even if there was truly an issue. I informed her to contact the Third party and tell them of her issues and see if they were willing to give her a refund. Now the third party is not offering her a refund either after hearing her story and seeing the pictures, so she called me back and now wants the ****** IHG rewards points. I will consult with my general manager and get back to the guest about anything I maybe still permitted to offer after she declined my first offer and went to the third party and now of course to the BBB, and I will get back with the guest in the next few days.

   

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

  AGM

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  1. I found the first bug at around 1am and couldn't sleep ever since and later I had a rash on my arm and felt itchy. So I searched my bed, and found another one and I took pictures of both bugs, one on the carpet, the other wrapped in the toilet paper. And I also took the  pictures to show the time when I took the pictures. Not as the manager insulted me in the phone later that I was trying to take the same pictures and strategically put the bug in different places but accidently wrapped in the same toilet paper.
  
  
  2. Since I coudln't sleep after I found the bug,  so I went to the front desk at 3 am in the morning trying to ask the clerk to identify the bug since I didn't know whether it's a bed bug and I heard terrible stories about bed bugs. The clerk at the front desk was scared to even take a look at the bug and asked me to fill out an incident reprot and put possibily bed bug in the report. She felt sorry for me after she found out there's no other room to move me into as the hotel was fully occupied and she's willing to refund me  but she couldn't since I prepaid my hotel via a third party. But she told me that the manager  the authority to do that in the morning and he would contact me, so I left my phone number.
  
  
  3. I waited for the manager to call me almost the whole day, but he didn't. And I left many messages to the hotel manager asking me to call me back, but he never returned my call. When I finally reached him close to 4pm in the afternoon, he was rude and arrogant and said all he could do was to offer ****** hotel points, about half of one night's stay and I told him I deserve at least a full refund since the clerk told me that the manager could do that and I deserve at least enough points to cover one night stay, he asked me to contact the third party, there's nothing he could do and then hang me up.
  
  
  4. I contacted the third party and was told that manager could only offer me ****** points and didn't want to discuss more with the third party agency. And I called hotel manager again and left messages, he never called me back so I filed a claim with BBB.
  
  
  5. I finally reached the hotel manager last week, trying to communicate with him. He was mad at me because I file a claim with BBB, he said I shouldn't even talk to you. He was  rude and insulted me in many ways. He said I strategically put the same bug in multiple places and a lot of other offensive words. Finally, I said I really didn't want to waste more time on this, and ask him to give me ****** points as he promised, it really doesn't worth me spending so much time and effort. He teased me and said no, I cannot give you that. You need to talk to the legal department to get any compensation and hang me up just like that.
  
  I felt insulted and frustrated every time I talked to the hotel manager, I am so disappointed that a well trained *** hotel would treat its customer this way. It's the worst hotel experience I've ever had. I now request a fully refund  and a reasonable financial compensation for my  time and effort dealing with this issue. 
  
  Regards,
  
  *** ***

• Initial Complaint

  Date:04/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ****************, who made a reservation with Holiday Inn with Confirmation # ********.When I arrived at the hotel on 4/05, I asked the front desk to charge a different credit card, not the card I made my reservation with. So they swiped my Mastercard and told me it was all set.I left the hotel at 10am next day. However, in the afternoon, I got a call from Holiday inn notifying me that I had my stuff left in my room. I had to go back to my car to go through my luggage making sure I have all my stuff with me. I called back later to verify the room number they called about, it turned out the hotel got my room number wrong, but nobody apologized to me.After I got home, I found out I was charged 4 times on my 2 different credit cards,one for $147.06, the other for $41.16 on my card ending in 6005. And one for $284.12, the other for $147.06 on my card ending in 5855. I called the hotel and explained, and I was told I would receive a refund in a week. 7 days later, there's no refund, so I called back, left voice msgs and nobody returned my call, I had to call many times to finally reach the person in charge. I was told I would get a refund. Another week passed, no refund at all, so I called my ****************** to dispute the $284.12 charge. And I called Holiday Inn again for an adjustment. Now 20 days have passed, I still don't receive the refund of $147.06 on card ending in 6005. Im so frustrated because I spent hours trying to resolve the issue but the mistake was still not corrected. It was a terrible experience. And I might neglect the mischarges if I hadnt been mistakenly charged so many times.I have given the hotel 3 weeks to resolve the issue, but its still not resolved. I am very disappointed and frustrated. Therefore, I request Holiday inn reverse the mischarge of $147.06 on my American Express card ending in 6005 and also refund me the hotel stay charge of $$147.06 on my card ending in 5855 to compensate for time and effort involved.Thanks for your help.

• Initial Complaint

  Date:03/29/2024

  Type:Product 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.

  I want to file a complaint against this business. I had a reservation from March 29th - March 31st to attend a funeral in Pittsburgh. Not to go into detail, I was in my attic on Wednesday, fell through the ceiling and broke my foot. With that being said, I live in Indianapolis and unable to drive to Pittsburgh. I canceled the reservation and was only reimbursed for one night stay and not both. I understand we had until March 26th to receive a full refund but due to the circumstances, I feel we should be refunded the full amount. I emailed this facility twice and no one has gotten back to me. I booked through booking.com and they advised to contact this facility which I did. I have the paperwork from the hospital to prove that I was injured and non mobile.

  Business Response

  Date: 03/29/2024

  We never charged this guest anything. There was absolutely never any charge to this guest card and he has now complained to IHG, BBB and Booking.***. Stating he was charged. This reservation was canceled on 3-27-24 he was given a curiosity waver at time of cancelation. His card was never charged a cent even though he clearly agreed with he terms and conditions on the web site when he booked that say there are no cancelations or refunds for any reasons on this type of third-party reservations. 

   

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

  AGM

• Initial Complaint

  Date:08/22/2023

  Type:Product 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.

  I booked a night at the Holiday Inn Express Green Tree location on July 27th, 2023. Today is August 22nd (26 days to date) and I have yet to receive the incidental hold/deposit credited or released back into my account. I have attempted to contact the hotel directly(Chad), IHG guest service and my bank(B9). The hotel(Chad) stated the incidental hold was released on 7/28. After waiting 3 to 5 and 7 to 10 BUSINESS days. Still no return. I attempted to file a complain with guest services- they are useless- each hotel is Individually owned an operated. I can not file any thing due to the charge still remaining in pending status They have ZERO oversight- with no success. The Hotel blames my bank- stating they must be holding the funds, my bank states its up to the merchant to release they have no control- merchant claims they release the funds, and IHG guest services only directs me to each of them. Each and every time I speak with someone they pass the blame around. Here I set without that money to date. I was able to catch the hotel manager in a lie about when the funds were released. First it was a verbal of 7/28. When I asked them to provide documentation for my bank. The transaction date was listed as 8/4(Chad also verbalized he sent the info to my bank on 8/2). One week after the original day I was told it was released. I then had a time stamp of inconsistencies said to me and what was done. Upon presenting this to Guest services- pointing out what Chad said he did, was in fact not true as a direct result of the email date confirmation. When I highlighted this to guest services(not in a nice manner) I was put on a restriction/do not rent list.....Something is not right here at all. Im to blame and at fault. The manager even made insults about my banking insitution. Waiting 30 days for the incidental to be returned in not typical or a regular practice for any merchant. Unacceptable! The hotel has refused to respond or provide any assistance or support.

  Business Response

  Date: 08/28/2023

  Hello, 

  The guest has been calling every day since check out, when Chad the property AGM explained that he needed to call his bank in order for the authorization to be released that was not what he wanted to hear. Authorizations are done by the bank, not the property itself, once the bank receives the call from the client to release the hold, the bank will call us and we will approve the release of the funds. Again, the guest did not think this was correct and started at that moment moving forward harassing Chad, for something that was out of our control. If the guest would have called his bank to release the authorization from the beginning, we would have given the permissions and he would have been on his way, we cannot call a guest bank on their behalf. The guest funds should have been released as of 8/27 because of the 30 days hold period ended.