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Business Profile

Hotel Consultants

Holiday Inn Express & Suites

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:06/09/2023

    Type:Billing 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 went to the Holiday Inn in ************ on June 2, ************************************************************************** the rooms were not ready and to come back later. She did not gine me any confirmation number. When I returned there were three people at the desk and they said I needed to give them my ID and credit card for a room. I explained that I already did that earlier. They had a stack of reservations with room keys and said I did not have a reservation. I left and the next day saw a charge on my bank account for the room. I contacted the manager and explained what happened and she said it was a no show so she would not refund the charge.

    Business Response

    Date: 06/14/2023

    The guest came to the hotel for an early check in on the day in question, at that time the room was not ready. The guests were asked to present a credit card and identification which were verified per hotel and brand policy. This process is to verify that the hotel has the correct information on the guest checking in. Per hotel and brand policy all check in guests must show identification and a method of payment. Because the room was not ready at that time no payments were processed, the guests stated that they would be back later for check in. When the guests returned for check in after 3pm the shifts had changed, 3pm is the hotel's guaranteed check in time.

    Because of the shift change, there were different agents at the desk who followed hotel and brand policy by asking for a credit card and identification for verification. The guests refused to show the agents identification and a method of payment stating, "that they had come earlier in the day for check in". The guests were not checked in earlier in the day because the room was not ready. The reservation was in place and the room was ready at the hotel's guaranteed check in time of 3pm. The guests began to get upset refusing to show identification or a method of payment for check in and left the hotel. The guests did NOT ask that the reservation be cancelled. Per hotel and brand policy we are not allowed to cancel guaranteed or non-guaranteed reservations once the reservation is made without the guest's approval. The guests were charged one night's room and tax per hotel and brand policy for the NO SHOW reservation.

    Please see attached supporting documents. 

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

    General Manage

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

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

     

    Customer Answer

    Date: 06/15/2023

    Better Business Bureau:

    I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [Provide details of why you are not satisfied with this resolution.

    I was told I did not have a reservation.  I was not asked to verify information.  I was told it was not in the system.  I did tell them I did not want the reservation and did not want to be charged for a room.  The staff said they would leave a note for the manager who was expected to return that evening.  I have contacted the Attorney General of ******** to file a further complaint against this establishment.

    Regards,

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




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

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