[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
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

Smoking Charge
Posted by Dkbct on 05/19/2009
WINCHESTER, VIRGINIA -- I checked into a Holiday Inn in Winchester Va. I was in town to perform a catering event. I spent the better part of 2 days in front of a large charcoal grill. Upon my departure I returned my room card and asked if "everything was OK". I was informed "yes" and bid farewell. Two days later, a charge appeared on my bank account for 250.00. When I inquired to the hotel for the nature of the charge I was told that housekeeping detected a smoke smell in the room. I asked the clerk if that was the basis for generating the charge. She replied yes and there was really nothing she could do about the charge. I asked her did they find cigarette butts, ashes or anything else that might have indicated that there was smoking in the room. She stated "no" just housekeepings opinion. I have at this time filed a formal complaint with the hotel and am awaiting their decision. What a pathetic procedure! You would have thought there could have been a better more tactful way to communicate their concern and hear my side versus just charge the card and we will work it out later. You can bet that if it does not resolve favorably in my case myself, my wife and hopefully my children will never, ever stay at any Holiday Inn or affilliate. PS I just booked a room for this weekend. Sorry HI, you did not get the business Quality Inn did.

     
Read 17 RepliesAdd reply

User Replies:Close comments

Posted by MRM on 2009-05-19:
┌∩┐(°_°)┌∩┐ This is for you Holiday Inn!
Posted by Anonymous on 2009-05-19:
This happened to me at a Hampton Inn once. When I was a teenager, my grandfather died of lung cancer. On his deathbed, he made all of us grand kids promise NOT to smoke.

I am not a smoker and had no guests in the room for the two days I stayed. I fought the charge through three appeals with my credit card company and finally won.

Very, very annoying scam hotels play.
Posted by Anonymous on 2009-05-19:
Good scam by the hotels - it really comes down to your word versus theirs. Good luck with this one.
Posted by Soaring Consumer on 2009-05-19:
File a chargeback through your bank. Obviously this is a bogus charge.

Documentation from your doctor that you don't smoke would definitely help your case.
Posted by CrystalSword on 2009-05-20:
This is why I don't use a credit/debit card at motels....I pay cash. Neither of use smoke, I quit well over 20 years ago and its been 2 1/2 years for Starlord and the dogs aren't permitted to roam in motel rooms so they don't pick up anything possibly missed by housekeeping...dropped pills, syringes kicked under the bed, etc. We crate the dogs in motel rooms for their safety and our peace of mind.
Posted by Anonymous on 2009-05-20:
The smell housekeeping complained about was probably on the clothes you wore while bbqing. Some fabrics seem to absorb the smell quite nicely. If it was cold and you wore a coat, that probably was the culprit.

As far as Holiday Inn goes, I would definitely not let them get away with this. Your credit card company should definitely be able to help you out with the dispute.
Posted by BokiBean on 2009-05-20:
I think the BBQ defense is better than a twinkie defense anyday!
Posted by Nohandle on 2009-05-20:
Did it ever occur to anyone the smoke smell in a hotel/motel room could very well be caused by someone in housekeeping? Yes, an employee puffing away in a room, observed a supervisor coming along and all of a sudden the guest caused this. I really think some of this has become outrageous. Anyone ever seen an individual with one of those portable ashtrays? The small containers with a snap top so the smoker won't be tossing butts on the street. It's my understanding if housekeeping observes cigarette butts in the trash there automatically is a charge to the guest because he obviously was smoking in the room.
Posted by Anonymous on 2009-05-20:
Crystal, where have you stayed recently where you were not required to provide a credit card number? I paid cash the last time stayed at a Hampton Inn as well as Marriott. Both times, i was still required to provide a credit card to be used only fro "damages", etc. That's how hampton Inn got me with their phony "smoke" claim. ( see my above post)
Posted by Anonymous on 2009-05-20:
Holy smokes that doesn't seem right. I agree file a charge back. Let us know how it turns out. Good review!

Posted by CrystalSword on 2009-05-21:
Raven, we stayed at a Comfort Inn, Red Roof Inn, Motel 6, and Super 8....the end of July, first of August last year. We had 3 dogs with us the first night at Comfort Inn, no deposit...just the room charge, I paid cash....next night, I paid cash at Red Roof Inn, plus a $50 deposit which we got back the next morning....manager went down, opened the door and left again, down to two dogs here, no problem getting refunded on deposit. Next night, stayed with friends, fourth night at Motel 6...paid for room with cash, no deposit of any kind, fifth night at super 8...paid cash, was charged a non-refundable "cleaning deposit" for the two dogs...their feet never touched the floor, carpet was filthy....paid cash, paid a cash deposit but got it back in the morning.
Posted by Anonymous on 2009-05-22:
OH! that explains it. I have never stayed at any of those hotels except for a Comfort Inn. They did require putting a credit card on file, even though I paid cash.
Posted by CrystalSword on 2009-05-22:
Super 8 was still wrong to charge a cleaning deposit for service dogs!
Posted by Anonymous on 2009-05-22:
Actually, I think they legally can do that. I recall an ADA case on something similar a few months ago, but the details are fuzzy. I will dig around.
Posted by Cinnamin on 2009-07-15:
No. That's plain THEFT.

Sue em
Posted by jktshff1 on 2009-07-15:
I would suggest to anyone that uses a non-smoking room, to insist that a member of staff come by and verify the smoke free room BEFORE you check out, especially in cases as above or if you are a smoker and are put in one, your clothes alone will leave a smell.
Posted by cckysc on 2010-02-14:
Hi. I work in the hotel industry and I know all about the smoking charge. (I don't work for Holiday Inn) When a non-smoking room is inhabited by a smoker (even one who doesn't smoke in the room, but who smells of smoke from clothing, etc) the room has to be cleaned. Our industry standards dictate that a HAZMAT crew must come in and clean the room. There are people who have severe allergies to smoke. At my establishment we strive to make sure that every non smoking room is a true smoke free environment.

We have a lot of workers come through with situations similar to the one you described. I would recommend that you speak with the front desk staff when you make the reservation and again when at registration. Inform them that you are not a cigarette smoker but will be working near smoke and see then what their smoking policy dictates.

I know this doesn't help to alleviate the anger you feel, but maybe it could help to prevent it in the future.... and maybe you can take a little comfort in knowing why most smoking policies are in place.
Close commentsAdd reply

Overcharged and Never Refunded
Posted by KLH1986 on 01/20/2010
NORTH LITTLE ROCK, ARKANSAS -- To Whom It May Concern at Holiday Inn Express:

I have had a very unfortunate experience with the Holiday Inn Express North Little Rock on McCain Boulevard. I stayed there in September 2009 and I was traveling on business. My company had booked the hotel for me and paid for it via Expedia. When I checked into the hotel, the front desk associate asked me for my credit card for incidentals. I didn’t argue it because I travel all over the country and being asked for my credit card for incidentals at check in is a normal occurrence.

In October, I noticed the Holiday Inn Express North Little Rock had charged my credit card for $534.03. I called the hotel to ask them to remove the charge since my stay had already been paid for by my company. The woman I spoke to on the phone was very rude and told me that I shouldn’t have given my credit card to the person at check in because once the hotel is paid for, a card shouldn’t need to be swiped. How unfortunate. I called and asked them in a calm manner to find out how to get this charge reimbursed and I received a rude response to the problem at hand that had been caused by one of the hotel employees. She then told me she could not handle the problem and the person who could handle it was not there. She told me to call back in the morning to get a hold of the manager.

The next morning, I called to speak with the manager, but she was unavailable, so I left a voicemail. I didn’t hear back from her after I left a voicemail. I called back the next day and finally got ahold of the manager. She was very nice to me and told me she would go ahead and get the charge taken off my card and that I would see it come off very soon.

On October 25, 2009, there was another charge on my card of $534.03 and then immediately after there was a credit on my card for $534.03. So, instead of refunding my stay on my card, the card was charged again for the full amount and the charge that happened on October 25th, was refunded on October 25th. Unfortunately, this also meant the original charge from September 2009 was STILL on my card and had never been refunded.

In the weeks that followed between October 25th and December 15th, I have made over 14 calls to the hotel trying to get this matter resolved. Every single time I have called, I have been told that the person who deals with credit card matters is not there. I have been told that I need to call back on a Friday, I have been told to call back in the morning and was given specific times to call between and mysteriously, the woman was not there during this time either. I was also told on a few different occasions that the staff was not allowed to give out other staff members work schedule so they couldn’t tell me a best time to call back to get the matter resolved. Another time when I called they told me they couldn’t find my old reservation on file or see anywhere that I had stayed at their hotel at which point they cut me off, and told me to call another hotel in North Little Rock because I had called the wrong place. This was completely inaccurate since I had been in contact with same hotel the entire time. It was just another excuse for the hotel workers to not deal with me on the phone. I was also told on a separate occasion, that I shouldn’t have let them swipe my card at check in. This was the second or third time I was given that same rude response for something that in no way was my fault. On another occasion, I explained my situation and who I was (to the same rude woman who told me that I shouldn’t have let them swipe my card at check in) and when I was finished, she just said, “Ok thanks,” and made every effort possible to not stay on the phone with me. After calling over 14 times and introducing myself and my situation every single time to the same employees, they knew who I was and why I was calling and yet they still never had a viable solution for me. One time I was told the manager would take care of the charge and I would receive a fax when it was refunded to my card. When the charge was still not refunded, I tried calling again and again to find out why the charge had not come off my card and why I still hadn’t received a fax. I was told by another male employee that the number they had on file for my fax was a bad number and the contact number I had left each time I called was not able to be reached. He told me the manager had left for the day and if she had time she would try to fax it to me again. Time and again, I was given excuses and was dismissed when I tried to get this matter resolved in a calm and reasonable fashion.

Once I became fed up with trying to reach unreachable managers, I called the corporate help line to see if anything could be done for me. While the woman on the phone was very nice to me, she let me know there was absolutely nothing that they could do to help me and the manager of the specific hotel in North Little Rock would have to refund this charge. I asked if there was any way whatsoever to ensure the manager get back in contact with me and she said they would send a message directly to the manager to resolve the situation and that the manager would be calling me within 24-48 hours.

Needless to say, the situation was never resolved, the manager never called me, and I am left with a charge of $534.03 on my credit card, accruing interest by the day. In the meantime, I was left with no choice, but to call Visa directly to dispute the charge. Currently, I have Visa working on a credit card dispute for me in order for me to get my money back that is rightfully mine. In addition to not being able to pay off my credit card due to this charge, my fiancé and I are currently unable to make reservations for our honeymoon because it needs to go on the same credit card that the Holiday Inn Express North Little Rock charge is on.

I have never in my entire life been given such an awful run around with a problem caused by a company. The worst part is that in no way is this my fault. I have spent countless amounts of time away from work attempting to get a hold of the manager at the Holiday Inn Express North Little Rock during business hours. This is costing me valuable time at work, stress, finance charges on my credit card, and costing me a higher price to pay for my honeymoon because I was not able to book in the time that my travel agent found a deal for me. This is, by far, the worst experience I have ever had with any company. I have been traveling the country for years on business and this is absolutely inexcusable. The employees at Holiday Inn North Little Rock have cost the Holiday Inn chain a considerable amount of business and have earned the chain a bad rapport.
     
Read 9 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2010-01-20:
WHY are you still fooling with the hotel? I would have called the card issuer and filed a charge back immediately when the refund was not given.

I too have traveled before with my stay paid for by my employer. I have never once handed over my card. I always say I am so and so with so and so company. My reservation and payment show up in the system.
Posted by skelly39 on 2010-01-21:
What Lady said.
Posted by bargod on 2010-01-21:
The room may have already been paid for but they need a credit card in case there is damage to the room. What an awful experience though.
Posted by Anonymous on 2010-01-21:
bar, they already have a card in case of damage: the employers.
Posted by bargod on 2010-01-21:
The OP says the company booked and paid via Expedia. So it's quite conceivable that they didn't have a credit card on file. In the end though it's the awful customer service that will insure that company doesn't deal with them again.
Posted by The Hurricane on 2010-01-25:
As someone who works at a hotel, let me just start by saying that even though the room was already paid for by your company through Expedia, a credit card is still required to be swiped for incidentals. Them telling you otherwise after the fact seems to me like they're just trying to duck taking the blame for what, ultimately, was their own fault. If their set up is anything like the one at my hotel, when your card was swiped for incidentals, it sounds like the front desk clerk at the time didn't switch the primary card back to the Expedia temp card like they were supposed to. Honestly this has happened at my hotel before (usually due to inexperience on the part of newer employees), but is easy enough to fix if your card was charged by mistake. This entire situation is the hotel's fault and you should not be stuck footing the outrageous amount that you were charged due to their oversight or negligence. Good luck in getting your money back. I hope this ends well for you.
Posted by The Hurricane on 2010-01-25:
LadyScot, if the room was booked through Expedia, the hotel would not have access to the card used to pay for it. That's why they had to ask for one at check in for incidentals. When a room is booked using Expedia, the customer pays Expedia who then issues a "virtual card" number to the hotel for payment.
Posted by Anonymous on 2010-01-26:
Hurricane, would this 'virtual card' not be the only needed one for incidentals?
Posted by The Hurricane on 2010-01-26:
LadyScot, the "virtual card" is a one-time-use number that is only authorized for the amount of the room itself.
Close commentsAdd reply

Non refundable rooms
Posted by Char4u2lv on 07/07/2009
SAVANNAH, GEORGIA -- I made reservations online and did not read the fine print till I printed the page. TOO LATE. You guys now get your money regardless of whether I stay with you or not. You have a pretty profitable scam going on with your web reservations. Totally non-refundable, even if you do it within the 3 business day cancellation rule. I don't understand how you can supersede law. Mark my words I will not stay with you again and thanks to the webb, I can now do a great job of letting the world know about this scam. I made the reservations on July 3rd and call ed to cancel today and lo and behold I still have to pay. So I guess I will try to find a way to make it.
Char
Holiday Inn is a scammer
I sent an email & called since my rooms are not due till September, but I will still be charged $355.00 what a scam they have going.
     
Read 43 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2009-07-07:
What scam? When you made the reservation you had to scroll down to find two check boxes above the confirm reservation button. You didn't bother to read before checking each box. In fact just above written in red is the Modify/Cancel Policy. Yes, the type is slightly smaller but not impossible to read.
Posted by Anonymous on 2009-07-07:
Well said Passing By. Not reading the T&C is not a valid excuse for a refund on something non-refundable.
Posted by saj80 on 2009-07-07:
Exactly what 3 business day cancellation rule are you referring to? The standard 3 day cancellation rule only applies to using your primary residence as collateral for a loan (not purchases) or a sales transaction that is offered and accepted in your residence. It does not apply to some nitwit that fails to read the terms of an online agreement, even though, as previously mentioned, it is prominently displayed in the reservation process.
Posted by dan gordon on 2009-07-07:
the 3 day rule applies to purchases you make away from the main office of a firm. Things like at state fairs, hotel room presentations etc. There is no 'automatic' 3 day recission policy. You like many others have the wrong impression. You could have selected a higher cancellable rate but obviously you saved some money but it contains restrictions.
Posted by Ben There on 2009-07-07:
If nonrefundable travel products were illegal then airlines would not have been doing it for decades. Read what you are purchasing next time...
Posted by Eloise on 2009-07-07:
Did you read what you wrote char4u2luv. YOU didn't read the fine print. Holiday Inn isn't the scammer you are for expecting Holiday Inn to change printed policies. Why don't you place the blame on the person responsible YOU! Grow Up!
Posted by Truly Annoyed on 2009-07-08:
If you made your reservation online w/Holiday Inn: not a search engine site...then they should have been able to refund them through the actual property you intended to stay at: if you were nice :-)

If you had pruchased them online through Expedia, travelocity...etc., then no: the hotel cannot give a refund because they have the contract through that online company. The hotel gets their money from the company; not you...you would have to go to back to Expedia...etc. to try and get a refund.
Posted by Better Judgement on 2009-07-08:
Read before you sign. I teach that to my 10 yr. old. Sorry but your fault not Holiday Inns
Posted by Ben There on 2009-07-08:
Truly Annoyed, Holiday Inn offers nonrefundable rooms directly to the consumer, just like the online sites offer refundable options. In theory HI could refund the money to the customer, but they normally don't as that would dilute the value of the slightly more expensive refundbale rooms. The customer has a choice to pick the cheaper rate and a choice to not read all the info provided.
Posted by BokiBean on 2009-07-10:
Well, that comment definitely has a lifespan, and it ain't long...
Posted by Anonymous on 2009-07-10:
I think a lot of sweber's comments won't last long
Posted by Eloise on 2009-07-10:
Even if there was a magical three day "refund" period, guess what it expiered on the 6th not the 10th. So not only can't you READ but you can't do MATH either. I guess it's a good think that stupidity is free.
Posted by Anonymous on 2009-07-10:
Too many flaggers for the sweber's in this world
Posted by sweber25 on 2009-07-10:
It's called the First Ammendment and I am allowed to say as I please in case you have forgotten. The problem with human beings is that they get all defensive and offended when the truth is actually spoken.
Posted by BokiBean on 2009-07-10:
Good luck with that First Ammendment rahrah on a private site. Read your TOS.
Posted by Anonymous on 2009-07-10:
Boki babe, you took the words right out of my mouth
Posted by BokiBean on 2009-07-10:
Oh I wish it had been one of those tortillas! I'll be craving mexican food now til I break down and go eat some... :D
Posted by Anonymous on 2009-07-10:
I'll have to beg my sis to make some tortillas and beans this weekend
Posted by Anonymous on 2009-07-10:
Lay low sweber. You've picked up a stalker along the way.
Posted by BokiBean on 2009-07-10:
Another pot/kettle. Fancy meeting you here...again.
Posted by Anonymous on 2009-07-10:
Why's that? You're always here.
Posted by BokiBean on 2009-07-10:
So much for being able to say as you please....
Posted by BokiBean on 2009-07-10:
In this thread? News to me...and the only way you could know I was always here is if you were always here...watching me. zzzZZZzzzz
Posted by Anonymous on 2009-07-10:
And the flagger wins again! Congrats beaner.

Every single time I log on, at least one out of five recently added comments are your's.
Posted by BokiBean on 2009-07-10:
Are you pouring over the little time stamps again? ;)
Posted by Anonymous on 2009-07-10:
Probably too late C2O, think his name is already on the marquee.
Posted by Anonymous on 2009-07-10:
Probably so SB. Those trolling flaggers will put a poster's name up in lights.
Posted by BokiBean on 2009-07-10:
You sure pay a lot of attention to my business. If I didn't know you were a heavy drinker, I would think you had nothing better to do. Have a cold one on me, and let it go..gooooosefrabbah.
Posted by Anonymous on 2009-07-10:
You know nothing about me. I, on the other hand, see you have no life outside of this website.
What's wrong? Can't take what you dish out?
Posted by BokiBean on 2009-07-10:
Can't take it? I'm not even smart and I can run circles around you..I can take it just fine. I just thought you were due for another beer..
Posted by Anonymous on 2009-07-10:
You start running those circles with your flag in your hand, and I'll grab a cold one. Now, we are both one handed.
Let the games begin.
Posted by BokiBean on 2009-07-10:
Drink up!
Posted by Anonymous on 2009-07-10:
I'm not your husband. Try a different line.
Posted by BokiBean on 2009-07-10:
No, my husband isn't as obsessed with me..he's a pretty normal guy. He's looking at the cubbie highlights right now. :D
Posted by Anonymous on 2009-07-10:
That puts him in a house with at least 2 losers.
Posted by BokiBean on 2009-07-10:
You're tap dancin' a little too hard...the night is young.
Posted by Anonymous on 2009-07-10:
Too early for you to run those circles?
Posted by BokiBean on 2009-07-10:
Nah, its just that I'm worried if you're going full throttle this early you might end up in a sobbing heap in the corner sooner than later... :(
Posted by Slimjim on 2009-07-10:
hmmm, this doesn't look like one of those "not getting personal" debates. I have an obligation to ask if you all would consider picking this up in the forums?
Posted by BokiBean on 2009-07-10:
True Slim. And glad to know who's moderating! *mad agrees* :D

I gotta do some dishes anyway.
Posted by Anonymous on 2009-07-10:
My apologies slim. It bored me quickly anyway.
Posted by Anonymous on 2009-07-10:
Before you leave I'll take a grey hound with •Grey Goose if you're still pouring.
Posted by oms on 2013-07-23:
the cancellation policy I got said I would be charged for 1 night if I cancel after 7/28/13. In a separate, subsequent paragraph it said I would be charged if I cancel before 7/28/13. This is misleading - the fist statement suggests you can cancel without any penalty before 7/28. If the reservation is non-refundable, why not just say so? I'll tell you why - because some people will read the first paragraph only and get screwed by you! HIE is a cheap business!
Close commentsAdd reply

Top of Page | Next Page >