[X]
Feedburner count

Holiday Inn

Star Empty star Empty star Empty star Empty star
95 Reviews & Complaints
www.basshotels.com/holiday-inn
HI-guestrelations@basshotels.com

Most Popular | Newest | More Options >
More filter options:
Charged For Fictional Pets!
Posted by ChargedForFictionalPet on 01/20/2009
HOT SPRINGS, ARKANSAS -- Company Name:
Holiday Inn Express
Company Contact: 1 800 Holiday
Front Desk Clerk / Corporate Customer Service

Company Address:
4253 Central Avenue
Hot Springs AR 38011
Country:
United States
Company Phone
501-520-6400

Incident
My wife, son and I stayed at the establishment on 1/16/2009 - 1/18/2009 as part of a Cub Scout outing to the Mid America Science Museum. We arrived around 9pm on 1/16/2009 checked into our room. On 1/17/2009 4 other families from our Cub Scout Pack arrived and we toured the museum and they then too checked into the hotel. On 1/18/2009 I woke up to find my bill under the door as expected. Upon reviewing the charges I noticed a $200.00 Pet Charge added to my bill and highlighted in yellow. Assuming this was a typo or bookkeeping error I went down to the front desk and asked the front desk clerk, Leah to please remove the charge from my bill as I have no pets in the room. Much to my surprise she immediately displayed a defensive attitude and indicated that the housekeeper, Ana, had seen evidence of dog hair on a blanket in our room and the charge would not be removed. I immediately registered what she was referring to.

My 7 year old son had brought his favorite blanket and pillow from home and both of those items do indeed have dog hair on them from our dogs at home. I explained the situation to her detailing that there was no dog in the room or dog hair on any of the hotel furnishings, and that the housekeeper must have been referring to my son\'s blanket. I asked that she please send someone up to the room to verify. Leah indicated that there was no one to send and that she could not leave the front desk and the charges would not be removed. I then asked to speak to the General Manager On Duty listed on the sign behind her: [snip]. She told me that there was no manager currently on duty and I would have to wait to speak to him/her on Monday.

I asked if she would call him and she refused. I returned to my room, took pictures of all the hotel furnishings, sheets, towels, floor etc as best I could as I could see where this argument was heading. I then contacted 1 800 HOLIDAY and was given case number: 2301228. They attempted to call the local Holiday Inn and have Leah reach the manager on duty but were also unsuccessful. They indicated that I would have to contact them via the case number on Monday. I again asked Leah to contact the General Manager, and she again refused and threatened to contact security if my wife and I did not leave the front desk area immediately. Having no other legal recourse at this point I followed those directions and checked out.

On Monday I contacted 1 800 Holiday again and was told that the manager could not be reached and to please allow 48 hours from the time of the incident for a resolution. On Tuesday (today) I called again and they indicated that the local manager had indicated there was evidence of dog hair according to the housekeeper, and the charge would not be removed. The Corporate office indicated they would stand by the local branch and would not remove the charge and suggested if I had issues that I contact my credit card company and dispute the charge. I have contacted Discover card and asked that the charge be disputed, and they have made a note on my account to this effect. I still have to wait for the official charges to hit my bill before it can be taken further. I have since registered a formal complaint with the better business bureau and several other complaint sites to warn prospective customers.

I have pictures, and 4 other families who will vouch for the fact that there was no dog in that room along with the check that I have written to my dog sitter back home to watch the dogs while I was away for the weekend, and no one will take any action. I find these business practices very frustrating and will never stay at another establishment owned or operated by Holiday Inn.

Damage Resulting
$200.00 additional charge to my credit card. Being called a liar and accused of having fictional pets in front of my Cub Scout Pack of which I am one of the leaders.

1/28/2009 - Update
I received a survey from International Hotels Group (IHG) yesterday regarding my feelings on my stay at the Holiday Inn Hot Springs. I answered the survey and then noticed at the bottom a generic note that said something to the effect of "we thank you for your business" signed the Senior Vice President of Holiday Inn Brands. Being in I.T. myself, I figured their email formats were probably first.last@domain.com so I tried it and was able to mail him directly. I expressed my concerns, and he emailed me back almost immediately with a sincere apology and promise to get to the bottom of the issue. This morning, a lady from his office contacted me twice regarding the issue and promised to resolve the issue through the credit card company request and enrolled me in the Premier Club along with a complimentary 15,000 points equating to a free stay at one of their properties. It is unfortunate that I had to go all the way to the top of the food chain to get this resolved, however, the gentleman was very cordial and seemed to genuinely care that my issue was not treated with respect and prompt resolution. I will not mark this item as resolved until I can verify the charge has been removed from my account, but I can say that once I got to the right people the level of interest did improve.

     
Read 22 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2009-01-20:
Since you have proof your dogs were not with you, this should be a slam-dunk. I know there are easier measures, but the reality is, you were slandered in front of your young charges. This one is worth spending $100 on an attorney's demanding removal of the charge and reimbursement for legal expenses. Thus far, you did everything right. Now, follow thru.
Posted by Anonymous on 2009-01-20:
I went though the booking procedure and there's no mention of an extra pet charge. Maybe their charge is also fictional if you know what I mean.
Posted by Anonymous on 2009-01-20:
Excellent point PassingBy!! The maid noticed 'dog hair' on the bed clothing. How did the maid know it was 'dog' hair? How did the desk person know it wasn't 'dog hair' from a preceding guest? Not wanting to discuss it and threatening the questioning consumer with the police (malicious prosecution) sure makes this look like an attempted shakedown of the poster. Kudos, PassingBy!
Posted by bargod on 2009-01-20:
The dog hair was on the kids blanket and pillow from home. So the hair(other than a few stays) wasn't even on the hotel bedding. Certianly does'nt warant a 200$ charge.
Fight the good fight on this one.
Posted by ChargedForFictionalPet on 2009-01-20:
Thank you for all the support. I have sent in the pictures to be posted with this article. Does anyone have any comment on the proper way to proceed from here? I really have no experience with lawyers other than the notion that it generally costs one more to fight something than it'd be worth in the long run, but I do not want to let this slip by as I feel they definitely did act in a irresponsible manner.
Posted by Anonymous on 2009-01-20:
I would also dispute the charge with your credit card company. They will likely go to bat for you.
Posted by Anonymous on 2009-01-20:
Poster - see if a local law school has a legal aid clinic if you want to pursue the civil law aspects. But, remember, there are law enforcement resources available at no cost to you. A lazy department may tell you this is a 'civil matter'. NOT entirely. There is reason to suspect that this hotel is shaking down guests for $200 with specious pet charges. Ask, politely, that the hotel be investigated for this possibility. All you need to do is fill out a police report. Good luck!!
Posted by Principissa on 2009-01-20:
This is a shake down plain and simple. The only evidence that they have of a pet is from a blanket and pillow brought from your home! The pet hairs were not on the hotel linens and there was no other evidence of an animal. I say you clearly deserve a refund. You did the right thing by disputing this with your credit card company and I hope that they refund that 200.00 bucks. And the desk clerk who threatened to call the police on you needs to be fired if that is how she treats customers who are questioning the policies.
Posted by Soaring Consumer on 2009-01-20:
Voted helpful. As stated before, dispute the charge with your credit card company. If they have the nerve to try suing you in small claims, file a counterclaim. Good luck.
Posted by ponderstibbons on 2009-01-26:
Try emailing Christopher Elliott, professional travel ombudsman. http://www.elliott.org/
Many times companies like this will back down rather than being publicly embarassed on his website.
Posted by wallflower on 2009-01-26:
I agree with the above people to contact your credit card
company.They will go to bat for you.We had a similiar case
with another chain where they charged our credit card $250
for smoking in a hotel room.Without any evidence(they
legally have to see you do it.In this case the dog in the room to charge you) except the word of the maid we ran into
the same problem only different thing(cigarettes not dogs)
The Credit card company took off the charge.I wrote our
assembly person about charging our credit card without first contacting the person being accused.There is legislation that will be hopefully put an an to these type
of practices.
Posted by wallflower on 2009-01-26:
Another part to my suggestion.You don't need an attorney.
Write your letter to the credit card company.They will stand behind you.
Posted by wallflower on 2009-01-26:
Another part to my suggestion.You don't need an attorney.
Write your letter to the credit card company.They will stand behind you.
Posted by aaronssucks on 2009-01-26:
I just read your complaint with great interest. You were treated unfairly,to say the least! Until last Thurs., when I was layed off from my job, I worked at a hotel that is part of another chain. At that hotel, guest satisfaction is priority one. If any front desk person treated a guest the way you were treated, they would be fired on the spot! Don't give up! Find out who the contact person at Holiday Inn's corporate headquarters is and contact him or her. If you contact the regional manager, he SHOULD help you out. Good Luck!
Posted by jktshff1 on 2009-01-26:
Good post. good luck
Posted by ~~mike~~ on 2009-01-27:
You handled this incident better than I would have. I would have left the front desk, called the police, myself, and then had them come in and investigate that there were no pets in the room, in my car, or any of my friends' rooms. Then I'd explain to the cops what had happened and see if they'd take your side. I'd have told the cops that the front desk FORCED the charges on you and threatened to call the police if you complained about it.

What a bunch of thieves. Due to this particular incident, My family and I will NEVER stay at another Holiday Inn again as long as we live. What a crock this is.
Posted by 3bells on 2009-01-27:
I'm like you, Mike. I'd be afraid now to stay at that chain. It's one thing that there might be a bad apple in the barrel, but the fact that the company itself won't investigate or do anything is a real turn off.

I also have disputed credit card charges twice, having saved proof of my claim, and both times the charges were removed without a problem.
Good Luck!
Posted by ChargedForFictionalPet on 2009-01-28:
1/28/2009 - Update
I received a survey from International Hotels Group (IHG) yesterday regarding my feelings on my stay at the Holiday Inn Hot Springs. I answered the survey and then noticed at the bottom a generic note that said something to the effect of "we thank you for your business" signed the Senior Vice President of Holiday Inn Brands. Being in I.T. myself, I figured their email formats were probably first.last@domain.com so I tried it and was able to mail him directly. I expressed my concerns, and he emailed me back almost immediately with a sincere apology and promise to get to the bottom of the issue. This morning, a lady from his office contacted me twice regarding the issue and promised to resolve the issue through the credit card company request and enrolled me in the Premier Club along with a complimentary 15,000 points equating to a free stay at one of their properties. It is unfortunate that I had to go all the way to the top of the food chain to get this resolved, however, the gentleman was very cordial and seemed to genuinely care that my issue was not treated with respect and prompt resolution. I will not mark this item as resolved until I can verify the charge has been removed from my account, but I can say that once I got to the right people the level of interest did improve.
Posted by BokiBean on 2009-01-28:
I'm so glad you heard back from them! At least you know SOMEONE cares, even if you had to go to the top.
Posted by Anonymous on 2009-01-28:
Outstanding! Looks like it was a 'local issue' after all. I would not want to be the property's manager when IHG's SVP calls.
Posted by jktshff1 on 2009-01-28:
Great! Keep us posted. Just keep your cool.
Posted by wood.smoke on 2009-01-31:
The Attorney General would like to hear about this: http://www.ag.arkansas.gov/contact_us.html
Another is the National/State Park liason in Hot Springs: http://www.nps.gov/hosp/contacts.htm

This will put a damper on those terrible actions! I am sorry you had that bad experience. Arkansas has a lot to offer for those who love the beauty of Nature.
Close commentsAdd reply

The Holiday Inn Cancellation Policy is Wrong!
Posted by on 04/02/2005
On March 28, 2005, I made a reservation to stay at a Holiday Inn beginning on April 04 for 3 nights, using their own website, http://www.holiday-inn.com. (In the end, this site ends up taking reservations for the entire group of hotels owned by InterContinental Hotels Group: InterContinental Hotels & Resorts, Crowne Plaza Hotels & Resorts, Hotel Indigo, Holiday Inn Hotels & Resorts, Holiday Inn Express, Staybridge Suites and Candlewood Suites.)

At 7:45 a.m. the morning of April 01, I learned that my trip was cancelled due to the emergency hospitalization of my traveling companion, and within 45 minutes, I had cancelled all hotel reservations for our week-long trip. Now you should note that the cancellation of the Holiday Inn reservation took place over 3 days before we were due to checkin at this location.

In looking over my electronic reservation confirmation, the notation regarding cancellation was not that clear, so I sent an email to their customer support unit requesting clarification of this cancellation policy. Please see their response below:

==============================
Thank you for contacting us. Our system is showing that your reservation was cancelled with the cancellation charge of the first night of the stay. Please be informed that the full cancellation policy is detailed when you click on the room type link. It will also be displayed to you in red before you confirm your reservation under the Reservation Desk.

If you need further assistance, please let us know.

Best regards,

Internet Response Team
InterContinental Hotels Group
internet.help@ichotelsgroup.com

==============================

Best Western took my cancellation without penalty for a three-day reservation starting the same day as I had to cancell the trip, and Hilton cancelled a one-night stay for the night of the 7th at the end of our trip without cost.

Therefore, I am passing this information around in hopes that many of you will also forward this on to inform everyone of how this major company does business.

Sincerely
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by keyjockey on 2005-10-05:
Apparently a lot of people make reservations in drunken or drugged out stupors resulting in the need to cancel the reservation when sobriety sets in. To the customer its a simple oops my bad while hotels are left trying to fill the void of a lost reservation as well as the countless other customers turned away while the room not needed was being held. Hence the creation of the penalty for cancellation so hotels can recoup any loss. If you even have to ask about cancellation policies perhaps you should leave the room to be booked by someone willing to stay. Whatever happened to commitment?
Close commentsAdd reply

filthy rooms, nasty owner
Posted by UnhappyCustomer on 11/12/2004
SILOAM SPRINGS, ARKANSAS -- Unfortunately, we had the horrible experience of staying at this nasty place for two nights in Nov,04. I've traveled all over the world and stayed at so many hotels all my life, but I've never stayed at such a bad hotel. The rooms were so dirty and full of dust, it was unhealthy. There were dead bugs everywhere, drawers were full of filth, sheets were nasty and stained... It was plain horrible.

I would never stay at another Holiday Express. I am cancelling my Priority Club card and will try to inform as many people as I can about this horrible experience.

On top of all this, the owner was a very rude nasty man who triple charged our account and threatened to even steal more from us just because he thought he could for already having our credit card number. I've never seen such a thing. Charges are still disputed and I will take legal action and contact everywhere I can to get that man out of business. 1-800-Holiday Inn wasn't that helpful either. All they say is to contact the hotel to resolve your issue as if that is a possibility!!
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by AZJEM on 2004-11-15:
Why did you stay "2" nights let alone the first night if it was that nasty? If I was at a place that was that filthy I would rather sleep in my car. I wouldn't blame all the other Holiday Inns just because of this one particular hell-hole. I have never been to one like you have discribed.
Posted by MichiganGurlie on 2005-01-12:
I agree with the other user. If you had such a bad experience why stay another night and have to endure that kind of treatment. I myself work for a Holiday Inn Express. I know one thing for sure our guests are treated with respect. When a guest tells us of a problem we handle it quicklt and ensure the guests satisfaction. If there was a justified complaint when you call 1800 Holiday ask to be transfered to Guest Realations they are there for all guests, and will ensure a pleasant out come of the situation. Please don't Hold it against other IHG hotels. Out of one bad one there's one hundred good ones.
Posted by keyjockey on 2005-06-07:
I"m surpised they told you to resolve it with the hotel. Usually complaining to the Holiday Inn customer service about something as trivial as no welcome mint on your pillow will land you that night's lodging for free and the poor desk clerk will wind up in the soup line.
You should always ask to see a room before checking in. If possible have a staff member accompany you to the room as a witness. If it doesn't meet your standards politely let them know why you passed on this room.
When you stay 2 nights in a hotel that you find to be filthy and outright horrible from the moment of check in you lose all credibility. This may be why neither the managment nor the customer service took your complaint seriously.
Posted by Anonymous on 2006-03-22:
unhappyCustomer: I know what you went through. To the others, the front desk people were very good and the Maintenance were very helpful and very nice but the Management and corporate were a bunch of liars at best. The maintenance guy who helped the most got in a lot of trouble. Last time I saw him he was cleaning trach in the parking lot.

Letter about Holiday Inn: Burglary

On Friday, February 10, 2006, while staying at Holiday Inn/Mesa/Chandler, Arizona my laptop computer was stolen from my room while I was out.

The police were called and it was determined that an employee with a passkey was in my room at that time. Of course, no one knew who did it. Next I find out that whoever had the passkey was an employee of Jana King, a cleaning service contracted by Holiday Inn. Then I find out that this particular Holiday Inn is owned by a franchisee, Michael Uduyan. Mr. Udiyan was not helpful at all and in fact said he WAS NOT responsible and his insurance would not cover my loss. I was also told by Jana King there was three other thefts that same day. I expected at least a little empathy and maybe to comp at least one day’s stay or free breakfast, something. I had been there for ten days…..but he offered nothing.

In frustration, I contacted Holiday Inn Corporate Guest Relations. I ended up talking to Jana King in Arizona, Jana King corporate office in Salt Lake City, Utah. The final answer was for us to turn it into our own insurance company, and too bad. Since Holiday Inn is not responsible for their franchises and their franchises are not responsible when a contract employee steals from a guest, I will never stay at a Holiday Inn again and have advised all my employees they are to do the same.


For a copy of the police report contact:
Mesa Police Department
(480) 644-2211
Report Number 20060410427 2/10/06
Note:
The Mesa Police were very helpful in this matter.
Much thanks to officer Ingersou Badge number 16177
Close commentsAdd reply

Holiday Inn On Line
Posted by Lizaj on 06/06/2008
FAYETTEVILLE, NORTH CAROLINA -- Warning: NEVER make a reservation with Holiday Inn on line. I made a reservation “on line” for Holiday Inn in Fayetteville, NC. I was told that I need to have some extensive dental work done so I tried to cancel my reservation (5, yes 5 days in advance) but was told that I could not do this. That my credit card was already billed. That there is a no cancellation policy when making reservations on line. I told the wonderful Holiday Inn representative my situation and said that I would supply a copy of my dental bill to prove that is why I could not keep my reservation.

The charming person on the other end of the line said “I don’t really care”. Gee such wonderful customer service. People who speak rudely to customers (former customers) must be the way the giant companies screw over the American public.

Thanks Holiday Inn... I am glad you don’t really care!

     
Read 6 RepliesAdd reply

User Replies:Close comments

Posted by Ben There on 2008-06-06:
What part of "No refunds if cancelled or changed" didn't you get when you made the booking? Holiday Inn offers several rates that are flexible and allow you to pay when you get to the hotel, but you actually have to read the rules. If the policy gave waivers for medical issues or family deaths they rules would state so.
Posted by Hugh_Jorgen on 2008-06-06:
If they had already billed your credit card, then that means you chose their "advance purchase" option - and they are quite clear that to get that low rate the reservation is absolutely non-changeable and non-cancelable.

It looks like for $5/night more you could have received the discount rate then lets you change dates for a fee. For $15/night more you could have their flexible rate that can be canceled or changed for no charge.

No one seems to mind these rules until they are applied to them.
Posted by Anonymous on 2008-06-06:
Ben is right, they are pretty up front about that being a non-refundable rate.
Posted by thensider on 2008-06-06:
I would never make my reservations online, anyway, since you can usually get better rates if you call that location. I recently made reservations at an Extended Stay America, fo 8 days. The online price was about $25/night more than what the actual hotel quoted me.....and YES, i got my quote in writing!
Posted by RDR1978 on 2008-07-16:
I have to agree with the other folks. Why is it the hotel's problem that you needed dental work? You pre-paid for a non refundable rate. For a little more you could have been able to cancel. Always read the fine print!
Posted by CantBelieveIt on 2012-02-13:
I have been booking hotels for years and years and years. I have never heard of such a policy and was caught by it. Was it noted on the pages? I suppose. Should I have been more careful? Of course. That said, I find that policy so unusual that I didn't know such a practice was even possible by a national chain. I told the Cust Relations person that I will feel as if I had been tricked from the minute that I walk into the joint. HI can't want that. I won't ever do business with that company again.
Close commentsAdd reply

Excellent Stay - Highly Recommend!
Posted by Saratoga on 08/29/2007
MEADVILLE,, PENNSYLVANIA -- This was my 1st stay at a Holiday Inn Express & I must admit... I was very impressed. We selected this hotel near Allegheny College to help my niece get settled in her dorm. We stayed here in August of 07.

I had booked our reservations 2 months in advance for 2 rooms/2 nights & was a little concerned that either our rooms would not be held or our requested room types would not be available even though we had confirmation #'s & a guaranteed late arrival. After a long 12 hour drive, we arrived at the hotel around 11:30 pm & the very nice young man behind the counter asked if we were the so & so party, stating they were waiting for us since we were the last & final reservation to arrive. Upon checking in, I was very pleased to see that not only were our rooms held but also the exact room types we had booked. Some hotels take it upon themselves to alter your reserved reservations, with no explanation. You book a King Smoking, only to arrive & be told they have none available & put you into a non-smoking queen. So I was very happy to see that Holiday Inn Express actually honors their 100% reservation guarantee!

This hotel is extremely well maintained, cozy & very clean.

The continental breakfast was very good with plenty to choose from.

The best part were their rooms. Spotlessly clean, cozy & very comfortable. The beds & pillows were beyond excellent.

My husband & I go on many, many road trips & for years our preferred hotel has always been Hampton Inn's, since we found them to be the most consistent. Though recently we have found Hamptons to be hit or miss, we just had this loyalty to them & wouldn't even consider another Hotel Chain.

On our future road trips I can assure you that we will now be looking for Holiday Inn Express's.

Holiday Inn Express....Outstanding Job!
Thank you for a great experience & opening our eyes to another hotel chain.
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2007-08-29:
good post...
Posted by mooremlk95 on 2007-08-29:
I totally agree. I had a similar experience at the Holiday Inn Express in Mooresville, NC last week. I will definitely stay again, as well.
Posted by Anonymous on 2007-08-29:
Excellent post! My husband and I generally prefer Hampton Inn/Suites, as well. Now we are going to have to give Holiday Inn Express a try.

Posted by Anonymous on 2007-08-29:
I've always been a fan of the Holiday Inn Express. Excellent review Saratoga. I voted your contribution 'Very Helpful'.
Close commentsAdd reply

Hotel won't honor refund
Posted by Prostock1r2 on 02/03/2006
GULF PORT, MISSISSIPPI -- Hello I just wanted to post a complaint I have about the Holiday Inn 9415 hwy 49 Gulf Port ,MS I stayed at the hotel in December 2005 minor problems with the hotel such as phonelines out , internet in and out , expensive 100 per night , I never complained about the little stuff , I was told I could stay another night by hotel front desk when I returned from work in the late after noon they informed me they had made a mistke and had no room for me , I had to drive to Mobile, AL to get a room and was promised a 99.31 refund for the mistake , well they never gave me the credit back , and the hotel manager told me I was a bad customer for complaining and they had changed hotel staff , the reason they never returned my calls was they didnt want to tell me the bad news that they would not honor there verbal promise to me. this hotel manager has no customer service skills and no ethics, all it would have taken was a simple return phone call I would not recomend this hotel
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by ejack053824 on 2006-02-03:
Raise holy fcking hell and get your money back. I would be on them like flies on shyt till I got satisfaction!
Posted by keyjockey on 2006-02-22:
Relax! If the vice president can mistakenly shoot someone in the face thinking they're a quail why does it shock you that some ham and egger behind the desk overbooked your room and unwittingly authorized a refund he/she shouldn't have. Mistakes happen every day.
Posted by Anonymous on 2006-03-22:
Letter about Holiday Inn: Burglary

On Friday, February 10, 2006, while staying at Holiday Inn/Mesa/Chandler, Arizona my laptop computer was stolen from my room while I was out.

The police were called and it was determined that an employee with a passkey was in my room at that time. Of course, no one knew who did it. Next I find out that whoever had the passkey was an employee of Jana King, a cleaning service contracted by Holiday Inn. Then I find out that this particular Holiday Inn is owned by a franchisee, Michael Uduyan. Mr. Udiyan was not helpful at all and in fact said he WAS NOT responsible and his insurance would not cover my loss. I was also told by Jana King there was three other thefts that same day. I expected at least a little empathy and maybe to comp at least one day’s stay or free breakfast, something. I had been there for ten days…..but he offered nothing.

In frustration, I contacted Holiday Inn Corporate Guest Relations. I ended up talking to Jana King in Arizona, Jana King corporate office in Salt Lake City, Utah. The final answer was for us to turn it into our own insurance company, and too bad. Since Holiday Inn is not responsible for their franchises and their franchises are not responsible when a contract employee steals from a guest, I will never stay at a Holiday Inn again and have advised all my employees they are to do the same.
THEY SUCK!

For a copy of the police report contact:
Mesa Police Department
(480) 644-2211
Report Number 20060410427 2/10/06
Note:
The Mesa Police were very helpful in this matter.
Much thanks to officer Ingersou Badge number 16177
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Unethical Behavior
Posted by Shirinhallleandry on 07/01/2012
SAN FRANCISCO, CALIFORNIA -- Was thrown out of the hotel in front of guests and employees by the manager name Robert. He commented that I had lied about my stay in March of 2012. I had voiced concerns about mold and dust in my room to 4 hotel employees. In June when I was checking in he had walked up and thrown me out. He has commented he had offered accommodation and I refused. Guest services are also not a help, I have a right to sleep in a clean room.

I was not relocated to a different hotel by his comment I was thrown out like an animal, in a strange town. I suffer from a disease that mold and dust can put in such distress that I can stop breathing. They are telling me case is closed, and they had not even spoken to me. I have witnesses with numbers, names, I have a recorded cell phone tape of the incident. Holiday inn has no regards about guest safety, when people call to voice concern they retaliate.

Do not stay there. I am going to escalate this matter. The recording will be going to the media, and I have every intention to make sure this does not happen to another guest.
     
Read 7 RepliesAdd reply

User Replies:Close comments

Posted by jonthethird on 2012-07-01:
Hope you have an agreement from the Holiday Inn representative when you recorded the call. If not, you can be charged with a felony.

A question: if you were unhappy with the Holiday Inn in a previous visit, why stay again? There are many hotels in SF that would be happy to have your business.
Posted by biomajor on 2012-07-01:
Why would Holiday Inn relocate you? Did you prepay for the Holiday Inn?
Posted by Susan on 2012-07-01:
If the presence of mold and dust can potentially prove fatal to you then I don't understand why you would risk your life by staying in a motel or hotel. No lodging facility can guarantee that their rooms are free of mold and/or dust.
Posted by copper_works_ on 2012-07-01:
I'm not sure I understand this. A manager asked you to leave private property. Is that the complaint? Or that they didn't call you a taxi to get to another hotel? Or both?
If you are in some kind of Holiday Inn rewards club or something, I'm pretty sure there would be other Holiday Inns in a huge city like that.
Posted by olie on 2012-07-02:
If you were unhappy with your stay just 3 months ago, why did you book at the same establishment?

Your health issues may inspire you to look into a more upscale hotel. (Not that there's anything inherently wrong with a Holiday Inn.) Sure, you'll pay a higher nightly rate. But you may find that staff will be more responsive to your needs.

Especially if you make those needs known in advance. Call the hotel directly, not through the website or 800 number. Do this during "normal working hours"-- 9 to 5, hotel time zone. Then, ask that the hotel confirm your exact requirements via e-mail.

I know that it might be a pain to call a long-distance number during your own work hours. But your health is worth the cost.
Posted by MRM on 2012-07-02:
The manager has seen you as a person that is difficult to satisfy, even when they tried to accomodate you and you refused. On your next visit, they remember you very well and they threw you out, hoping to avoid another fiasco.
Posted by FoDaddy19 on 2012-07-02:
I have to agree with the others. If you have major allergy sensitivities that a bit of dust or mold will cause life-threatening reactions, then why would even consider staying a hotel/motel in the first place? And why would you go back to a hotel that you had issues with before?

I can see where you might a different defintion of what constitutes a clean room, but realistically you're not going to get a completely dust/mold free room no matter where you go.

I seems apparent that the manger didn't feel like dealing with you, that's his prerogative, as MRM mentioned he might see you as a customer that impossible to please. If that's the case then all I would expect him to do is to refund the cost of the room, and send you on your way.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Rude Front Desk Clerk
Posted by Policing4jesus on 06/18/2012
MARSHFIELD, MISSOURI -- On June 18th I called Holiday Inn Express in Marshfield Missouri to book reservations for a room and also get details on booking a conference room.

When "the girl" answered the phone after I made 3 phone calls she stated she was unable to book reservations I would need to speak with the manager. She was very rude and acted as tho I was putting her out. I asked when the manager would be on duty she informed me it would be tomorrow between the hours of 7 and 3. I work those hours so that was not possible. I explained to her I have never had to speak with a manager before to make reservations at a hotel. I proceeded to ask her if they had a conference room and she said NO!. I then made a phone call to Holiday Inn 800 number and ask if this was normal protocol and was told it was not and yes they do have a conference room. I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff. I do not need hassles while having a wedding rehearsal and too many hotels willing to accommodate. I would rather drive 30 miles!!

     
Read 6 RepliesAdd reply

User Replies:Close comments

Posted by lexophiliac on 2012-06-18:
"I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff." Most hotels are independently owned and operated but there is a corporate feedback site for you to relate your experience on. Also, you can keep calling the hotel directly until you reach the manager or owner and let them know how the employee represented their business and lost yours.

http://www.ihgplc.com/index.asp?pageid=39
Posted by copper_works_ on 2012-06-18:
Why did you call three time before trying to book a room? Just wondering.

Also, you have to talk to the person who books the conference room. There are many details that a regular reservationist wouldn't know. Deposits, tables chairs what kind how many, or maybe even extra insurance. Lots and lots of papers to go through.
Posted by copper_works_ on 2012-06-18:
Was it this one? Because I don't see a conference room listed. There is a meeting room but those are smaller than a conferance room.

http://www.hiexpress.com/hotels/us/en/marshfield/mfiex/hoteldetail#roFacilities
Posted by FoDaddy19 on 2012-06-19:
The person at the desk for whatever reason may not have had the authority to make a reservation. She may just be there to answer the phone and nothing else or she may have been one of of the housekeeping staff.

"I work those hours so that was not possible"

You get a lunch break don't you?

Posted by clutzycook on 2012-06-19:
FoDaddy, when have you ever seen a housekeeper answer a front desk phone at a hotel?
Posted by front desk clerk on 2013-01-07:
i agree with this guest front desk clerk is the heart of the business housekeepers or front desk clerk we know what is at the place where you work at no matter who answer the phone if you work their well their is no reason we should not know or say let me transfer you to some one who could help you with that their were no reason to be rude to the guest i run into these problems all the time and you can handle them without being rude to the other party because no matter what according to the policy the guest is always right no matter what even when we know they are not those are the rules in the red book. i have been a front desk clerk for almost 16 yrs inthe eyes of the company the guest is always right.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Hotel
Posted by Dave5459 on 06/17/2012
I will never stay at this hotel ever again I did not get greeted right and the maid had a nasty attitude and so did the managers of housekeeping. you should not have people like that working
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by TLSmith on 2012-06-17:
So what happened?
Posted by trmn8r on 2012-06-17:
I've heard that good attititude is one of the elements of a successful business.
Posted by danie1442 on 2012-06-18:
What is the street location of the hotel? I too would like to know more information about your dissatisfaction. I see that you feel as if you were not greeted correctly. Were you ignored or was the person nonchalant and seemed as if they did not want to help you?
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
UPS Delivery
Posted by Timryle on 06/10/2012
I had a debit card delivered to this motel and it was signed for, then lost. I have to go three days maybe more without access to my bank account. I am not happy with the service here. The staff was very indifferent and uncaring.
     
Read 6 RepliesAdd reply

User Replies:Close comments

Posted by Nohandle on 2012-06-10:
A question here. Did you notify the front desk you were expecting a package beforehand? If so, I would think it would be their responsibility to notify all staff members who signed for any delivery to hold your package at the front desk, if that was your request. I don't know how large this business is. Often packages are held in a receiving area until someone gets around to sorting them out. UPS should be able to provide the name of the individual who signed for your package. That unfortunately sometimes takes a few days. In your case the same thing might happen again if it's the same procedure in place.
Posted by prince caesar on 2012-06-10:
If something is delivered to a hotel, and you dont recognise the name, isnt it common sense to think "hmmm maybe this is for a guest who is staying with us, let me check the computer to see if they are staying here". doesnt seem that difficult to do.
Posted by trmn8r on 2012-06-10:
Mmm. Difficult one. As the previous reply states, UPS should be able to provide the name of the signer. I don't recall if that information is in the online tracking or not.

I'd be interested in the timing. If I were having something delivered to a motel, I'd monitor the online tracking and try to pick it up the same day. It should be relatively easy to find out who signed for it from motel staff, assuming the motel has an average level of organization.

Hopefully the issuer can make sure that that specific card can never be used...
Posted by Nohandle on 2012-06-10:
Unless it has changed TRM, UPS would provide after x number of days a copy of the signature of the individual who signed for it. That process might have been speeded up in recent years, I really don't know. A tracking number verifying someone signed for the parcel doesn't tell you much of anything.
Posted by trmn8r on 2012-06-10:
Nohandle - I am not sure the text name is provided online, but you would think it should be. I believe they type your last name in. I seem to recall an online unitelligible signature from one of the shipping outlets.
Posted by Nohandle on 2012-06-10:
In addition to my previous comment, often a signature is not legible. That's the reason most delivery individuals will write down the individuals name. At my office with UPS the delivery person will letter in by your name the correct spelling. None of that scribbly stuff.
Close commentsAdd reply

Top of Page | Next Page >