Overcharged and Never Refunded
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 didnât 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 shouldnât have given my credit card to the person at check in because once the hotel is paid for, a card shouldnât 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 didnât 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 couldnât tell me a best time to call back to get the matter resolved. Another time when I called they told me they couldnât 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 shouldnât 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 shouldnât have let them swipe my card at check in) and when I was finished, she just said, âOK thanks,â 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 hadnât 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 fiancÃ© 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.