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Business Profile

Hotels

Holiday Inn Express Dandridge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2023

    Type:Customer Service 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.
    We stayed here 8-19-2023. We were charged $179.00 + taxes. The Evac Plan on the hotel room door stated Maximum Room Rate is $130.00. The hotel won't refund the difference. I called Corporate multiple times and can't get past Customer Relations to find someone to help. Corporate said it has to be resolved through the property. No one will tell me who the owners are. We had to spend another night on the road. So, of course I read the Evac Plan on the door of the next hotel. It stated the Maximum Room Rate $899.00. Leads me to believe that some hotels do know the importance of this document. The manage of this property said that the Plan states that this price does not apply during in season rates and that the owners are listed on the Plan. It does not.

  • Initial Complaint

    Date:08/08/2023

    Type:Customer Service 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.
    My husband and I stayed in Room *** and my mom and niece stayed in room *** from July 26,2023 until August 01,2023. During our stay we had to deal with cockroaches in our rooms. We killed 5 in room *** and possibly a termite/cockroach. My mom killed 3 in their room. We complained to the front desk and we were told that the room next to us room 101 had been fumigated for "termites". During the course of our stay we had things prepaid for etc. And could not just simply pack up and head home. We were told that we would not be reimbursed, refunded etc. So we would be out of our cash regardless. We had saved up for this trip for some time and could not simply just take the loss and head home OR try and find other accommodations for 4 people. During the stay we ended up killing a total of 8 and there were a few we just could NOT get in time. One literally came out of the coffee pot in room ***!! We also encountered a mold/mildew smell when the air conditioner came on. There was an area of what appeared to be mold in the bathroom of ***. Without a ladder there wasn't a way to get a better photo etc. The only thing the Holiday Inn Express (Dandridge TN) did was to credit 1000 points per room which ends up being $20 cash for THEIR cockroach/mold/mildew smell problem. The general manager ******* was not friendly, nor apologetic for HER failure to provide a pleasant and pest free stay in HER hotel. Could have been due to her having her minor child romping around the hotel versus taking care of guest concerns, problems and such. We ended up with a refrigerator that didn't work upon checking in, it was resolved. Light bulbs burning out, we changed them ourselves. Microwave plate was shattered when we checked in, it was replaced. But once we complained of the cockroaches, their willingness to assist stopped! Apparently it has been a reported issue in the past as well.

Holiday Inn Express Dandridge is NOT a BBB Accredited Business.

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