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Non-pet friendly hotel may cost you $250.00!
Posted by Magster on 01/10/2011
We recently booked a room through Priceline on our 2400 mile holiday travels. We booked a room at Holiday Inn, Fairview Heights, IL. We arrived late at night on Dec. 21 to find that the hotel did not accept pets. The only choice we were given by the hotel and Priceline was to lose the money we already paid and go to another hotel or leave our little dog in the car. We chose to leave the dog in the car and did so for several hours, however with dropping temperatures and an impending winter storm, we brought her into our room for a few hours. When we checked out in the morning the front desk said all was well and the credit card we had given them for incidentals would be deleted. When I opened our credit card bill yesterday I found out that 10 minutes after we left, the Holiday Inn charged us $250.00 for having our pet in the room. When I spoke with the manager all she could offer was that was their "Policy." Whatever happened to a little compassion and a port in the storm??....it's not at Holiday Inn. FYI- along our journey we found 4 hotels, LaQunita, Days Inn, Drury Inn and Ramada, that were all pet friendly...they will be our future choices, not Holiday Inn.
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Posted by azRider on 2011-01-10:
almost all hotels require an extra fee for pets. as a traveling pet owner I'm surprised you did not know this. I've had dogs for 30 years and they travel with us. I have found that Ramada is regional on that rule. we once stayed in one in Calif and they had a no dog policy. so alway call ahead if you travel with pets. ask if there is a fee. else, buy a motorhome and travel. much cheaper than hotels. nicer beds too.
Posted by ChuhBaca on 2011-01-10:
Thanks OP, for the heads up! We travel with our dog too, sometimes.

azrider, I've encountered additional fees too, but not $250 for what sounds like one night! The last time I think it was $10-$20 a night extra to have our dog with us.
Posted by karleebarlee on 2011-01-10:
Did you ask them before you came if they accepted pets? It's always a good idea to make sure.
Posted by Skye on 2011-01-10:
We always make all of our own reservations. Third parties give people nothing but headaches. This is a site, we always used when we travelled with our dogs and bird. We also always made our reservations way ahead of time. No surprises late on, with any of the pet friendly places we stayed at. Hope this helps for future travel plans.

Posted by yoke on 2011-01-10:
You brought the dog into the room and were charged a pet fee, what is the issue? I could see being upset if the dog was never in the room, but that is not the case. The room had to be cleaned differently to get the pet dander out. Some people stay in pet free hotels because they are allergic to dogs/cats and can get very ill if around them.
Posted by Sparticus on 2011-01-10:
Wow thanks for the heads up. $250 is ridiculous! I've stayed at pet friendly hotels where they charge $25/day extra... not $250!
Posted by yoke on 2011-01-10:
Spar, this was NOT a pet friendly hotel.
Posted by Anonymous on 2011-01-10:
The website Skye mentioned is great, but since you used Priceline, why didn't you just check the "Pets Allowed" box when you were searching for a hotel?

Posted by Sparticus on 2011-01-10:
Ah I see. The $250 was a penalty I take it? Or is that how much it costs to de-dander a room? Probably a little of both.
Posted by spiderman2 on 2011-01-10:
This wasn't a port in the storm. This was a stop you planned ahead of time or you wouldn't have used Priceline right? You failed to make sure the hotel met all of your needs. Not all hotels allow animals. If you are traveling with a pet, I would think you need to know all the pet friendly places you can stay.
Posted by PepperElf on 2011-01-10:

you're complaining that you knew you were breaking one of the hotel rules and that ... you're upset that they caught you and dared to charge you the fee according to their policy?

Posted by Ytropious on 2011-01-10:
Same thing with smoking. If it's a non smoking hotel and you are caught smoking in the room, you are assessed a fee. Pet friendly hotels charge 10-20 bucks extra for the pet. NON pet friendly hotels charge it as a penalty fee, much like smoking. I see no fault with the hotel here. This is a choice YOU chose to make and now you have to deal with the consequences. I would NEVER leave my dog in the car, I would have gone to a different hotel and dealt with it later.
Posted by ChuhBaca on 2011-01-10:
First, Skye, thanks for the website!

I agree, that if I had my dog with me, I probably would have moved on, given the choices. Then the OP would be writing about how they had to forfeit money because they booked through Priceline and showed up to lodge where their dog wasn't allowed. I think I would like to know if this can be specified as a parameter on Priceline.
Posted by Anonymous on 2011-01-10:
No pet policy was stated. You brought your pet in regardless. They charged you for that breach of policy. End of story.
Posted by Anonymous on 2011-01-10:
ChuhBaca, it can...I checked the Priceline site and as I noted earlier, you just have to check the "Pets Accepted" box to find pet friendly hotels. Hopefully next time the OP travels they will do that, or better yet use the site Skye mentioned and book direct.
Posted by olie on 2011-01-10:
It was OK to leave a "little dog" in the car, but no human thought to bundle up and snuggle with the dog in the car....
Posted by momsey on 2011-01-10:
You tried to get around a rule and you got caught and you're complaining?
Posted by trmn8r on 2011-01-10:
The average minimum temperature in December in that area is 26 degrees, and in the past month I believe temperatures were at or below average. Did you really leave your dog in the car?
Posted by PepperElf on 2011-01-11:
that's the other horrifying thing trm...that they originally planned to leave the dog in the car just to save a buck.

The OP violated Illinois animal law 510 ILCS 70/3. Animal abuse just to save some money. Good thing they finally came to their senses and brought the dog in. The fines for animal abuse in IL can be up to 1500 for the lighter convictions. (with up to 6 months in jail)


Owner’s Duties are defined as: “provide for each of his animals: sufficient quantity of good quality, wholesome food and water; adequate shelter and protection from the weather; veterinary care when needed to prevent suffering; and humane care and treatment.” Conviction is a Class B Misdemeanor, with a second conviction a Class 4 Felony with each day that the violation continues being a separate offense. In addition to other penalties provided by law, the person may be required to undergo psychological evaluation and treatment.
Posted by Anonymous on 2011-01-11:
PepperElf, You simply don't have enough information to make such an inflammatory accusation.

BTW the low for Fairview Heights, IL on the Dec 21st was 29 degrees. Believe it or not dogs survive just fine in 29 degrees. Holy smokes if they didn't then they would have been extinct eons ago.

City folk never fail to crack me up. LOL.
Posted by trmn8r on 2011-01-11:
I agree the accusation is unwarranted, but I feel leaving a dog in a car at 29 degrees is as well. I wouldn't do it to mine, but each responsible dog owner behaves differently.

My dog cuddles up when the temperature dips below 66 degrees. Above that she does not. And she has a very thick double coat of hair.
Posted by Sheldonrs on 2011-01-11:
Lord Rothschild, SOME dogs can survive in cold temps. Not all. The OP refers to her a "Their LITTLE dog". If it's a Chihuahua or something similar, I doubt it would have survived the night.

The reason dogs have survived all these eons is because most of them have been bred and KEPT as indoor pets most of the time. Even working dogs come inside at night.

Country folk never fail to crack me up.
Posted by trmn8r on 2011-01-11:
Hey, I'm country folk.
Posted by bhskittykatt on 2011-01-11:
Why did you not book a pet-friendly hotel ahead of time?

It takes a lot to clean a room after a pet has resided there. All the bedding must be washed (those blankets aren't washed daily...they quickly add up to take a great deal of resources to be cleaned.) Carpets have to be shampooed and deodorized. Sometimes, pets will damage furniture. If a guest with a pet allergy stays in the room afterwards, even the slightest remnant of pet dander can cause them misery. This is why many hotels simply choose not to accept pets, because it is too much hassle.

The hotel was well within its right to charge you for your pet. You agreed to these terms when you signed your registration at check-in.

There are a lot of pet-friendly chains that cater towards guests travelling with pets and will accept pets for little or no fees. You should book with one of these chains in the future. http://www.dogfriendly.com is a good reference site.
Posted by jktshff1 on 2011-01-11:
You and me both trm......
Posted by momsey on 2011-01-11:
Lord, if it's a little dog, it is quite possible that he or she is not going to survive being exposed to below freezing temperatures. I don't know if I'm a city folk or just someone that knows that domesticated animals are not equipped to survive in extreme conditions. That's why there are animal cruelty laws.
Posted by Anonymous on 2011-01-11:
Best to research local laws.Short haired or single-coated breeds left out in this weather should be reported immediately. Many jurisdictions have laws that require an owner to bring the dog in if the weather is unsuitable to that particular dog and most of them enforce it. Most if not all jurisdictions also require shelter from the elements, like a dog house so they don’t sleep on any snow or ice and can get out of the wind. if a doghouse is considered compliant, would a car be considerd shelter from the elements?

Posted by Anonymous on 2011-01-11:
Homeless people sleep out in the elements all the time but we should be concerned about a dog left for a couple of hours in a car in 29 degree weather. Seriously? Also I would like to point out that there is nothing presented by the OP that would suggest any sort of animal abuse.

Quite frankly the dog is the OP's property and what the OP chooses to do with their property is none of my concern and in a truly FREE country it would be none of the government’s concern either. But as I get older I realize your average American doesn't desire to live in a truly FREE country.
Posted by momsey on 2011-01-11:
Yes, we should be concerned about it, because that's what makes us human. Worrying about animals does not preclude us from worrying about humans as well.

Quite frankly, the dog is the OP's property? That's a very cold way of looking at it.

The OP is the one who asked for compassion. Leaving a dog in a car in freezing weather is not compassionate.
Posted by PepperElf on 2011-01-11:
LR interesting phrase you use. That 'property' excuse is often used to justify abuse.

Posted by Anonymous on 2011-01-11:
I was going to say something similar, Lord.

Not only that, but who are we to be assuming the OP doesn't properly care for their dog? The dog could have had a blanket to sleep on, dogs have fur, the breed wasn't disclosed..a small dog doesn't necessarily mean anything. I have a small dog, and she prefers to stay outside, even when the temp dips below 29. Should I force her to stay indoors for fear of being charged with animal cruelty?
Posted by GreenEyedHawk on 2011-01-25:
Personally I think it just comes down to the fact that if you intend to travel with your pet, the onus falls on you to find out whether or not the hotel you want to stay at accepts them.

As a dog show exhibitor, every year I find it harder and harder to find hotels that allow pets because of junk like this, where people break rules and sneak pets in, or think that an extra charge to house a pet is unfair. The extra fee is there because regardless of how careful people are with their pets, cleaning a hotel room that's had a dog in it takes extra time.

Bottom line is, it's your own responsibility, when traveling with pets, to make sure that the hotel can accommodate one.
Posted by jktshff1 on 2011-01-25:
Nice thing about being handicapped (hearing assist) is my pup can go with me anywhere. That being said he minds better than most kids I know (and smells better too LOL) That being said, a 180 lb Anatolian Shepherd draws a lot of attention and is better than a handgun :)
Posted by XBP on 2011-03-13:
I would have checked with the hotel if they were pet friendly. Booking with third party sites, will give you very little flexibility. Call hotel directly and describe your needs. Just don't book it on bases of price, see if they meet your needs first.
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Holiday Inn Rewards Program
Posted by Signalf on 01/06/2011
I am a frequent traveler and usually stay at another brand of hotels. I decided to give Holiday Inn a try because of a free nights promotion they were running. I earned 5 free nights and later booked them for my son's wrestling tournament. The tournament was cancelled and I lost all 5 of the free nights due to a rule that these particular reward nights could not be cancelled once booked. This rule was not publicized during the promotion, and I only found out the hard way. Their repsonse to my complaint took 6 emails. And ended with them just telling me "too bad".
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Posted by olie on 2011-01-06:
That info would have been included with your voucher for the 5-night stay. And probably in the "program details" you received when you signed up.
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Management and staff were dishonest.
Posted by Lettie30 on 01/03/2011
LAWRENCE, KANSAS -- Celebrating New Year’s Eve at the Lawrence Holidome has been our family tradition for 4 consecutive years now. In fact, this has been tradition year after year for several families. However, due to the way management handled some changes they’ve made we will never return.

This originally became our tradition for several reasons: wonderful customer service towards both adults and children and the extra amenities offered just for New Year’s Eve. The extra amenities have always included keeping all of the holidome activities (pool, arcade, billiards and mini golf) open until midnight when they usually close at 10pm, keeping the breakfast buffet open until noon the following morning when it usually closes at 11am, offering banquet tables to be rented and placed in the holidome for use until midnight and a discount on the breakfast buffet.

This year, the only thing being offered was the discount on the breakfast buffet but no one was told upon making reservations or upon check in that the other amenities were not being offered this year. We were all led to believe that we were paying for these extra amenities just as we had in years past. At check in I said that I wanted to rent a banquet table for the night; offering the hotel more of my money. I was told that I could not rent a banquet table because all of the catering staff had gone home for the day. No one was available to set it up. I felt like this was an excuse since I had seen managers setting up banquet tables in years past. But, if they didn’t want my money I was happy to keep it. So, just as we had the three years before we set up at a table in the pool area. We found out that the party at the table next to us had been denied a banquet table as well. Then, at 9:50pm we were all informed by a maintenance man that the pool and the rest of the holidome amenities would be closing at 10pm. It was no problem that the rules had changed but I was upset that we were not notified until 10 minutes before the rule change went into effect! I asked the maintenance man why they had changed the rules. He said there was no rule change; that they’ve always closed everything at 10pm. I said, “Not on New Year’s Eve. For the past three years our family has enjoyed our midnight toast right here at this very table on New Year’s Eve.” He just shrugged his shoulders and said, “New management, new rules.” I really didn’t appreciate that he had lied by trying to claim that they had never kept the place open until midnight for New Year’s Eve.

Everything was shut down at 10pm and they turned the lights off. So, those guests who were able to pay extra for the banquet tables had to eat, socialize and toast the coming of the New Year in the dark! Upon seeing that I was glad they didn’t allow me to rent one.

A few minutes later my husband ran into one of the managers in the hallway. He asked why the rules had changed. We didn’t understand because the party had never gotten out of control. It was just families swimming, playing mini golf, eating and hanging out until midnight. No one have ever gotten hurt or drunk; at least not that we knew of. So when he asked why the rule change the manager said the same thing that the maintenance man said – there was no rule change, they had always shut everything down at 10pm on New Year’s Eve. My husband told him that this had been a tradition for us so we knew this was untrue. The manager still insisted that they had never offered the extra amenities on New Year’s Eve. My husband said, “For the past three years we’ve enjoyed our midnight toast at that table (pointing). We have it on video.” The manager just shrugged and said, “Sorry.” My husband went on to tell him that we felt deceived since none of this was mentioned at the time we made our reservation or at check in. And now, he and his employees were trying to lie to everyone about the whole thing. He also let the manager know that other families had already been to the front desk to complain. After all of this we will not be returning.

We understand that in this economy cut backs need to be made. But customers should be informed of these cut backs rather than being surprised with them. Be honest and up front with customers BEFORE you take their money and you will retain loyalty.
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Posted by trmn8r on 2011-01-03:
You say you were led to believe the amenities would be available when you checked in. How so? What made you think you were getting anything more than a room?
Posted by Venice09 on 2011-01-04:
I don't think it was unreasonable of you to expect the same experience that you had in the last three years. I suppose you could have confirmed it at the time you made the reservation, but I understand why you didn't. It sounds like the place is under new management, which probably explains the changes, but I also think you were lied to. I would love to see the manager's reaction to your video.

I hope you find a new place to continue your family tradition on New Years.
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Happy Holidays?
Posted by on 12/14/2010
Holiday Inn Express
Holiday Inn Express
I was trying to plan a trip for my girlfriend and I to New York. We normally love to stay at the Holiday Inn Express wherever we go. I am currently a member of their rewards program. I emailed the reward redemption section of their website and explained that I will be staying 7 consecutive nights on the road. Not necessarily in the same town. My only question to them was that if we stay all 7 nights in their hotel chain, would we receive a free night of stay. This is a copy/paste of the response from them:

"Thank you for taking the time to contact the Priority Club Rewards Service Center.

Unfortunately we will not be able to honor your reservation request at this time due to time constraints of communication via e-mail".

Time constraints of communication via e-mail? What the heck is that? I wasn't planning the trip until Summer. Where is the time constraint in that?
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Posted by Anonymous on 2010-12-14:
I would email them back. Did you let them know that this trip isn't until next year?
Posted by Anonymous on 2010-12-14:
I told them the dates I intended on traveling. Maybe I will just call them.
Posted by Anonymous on 2010-12-14:
I called and spoke with them in person. They were extremely vague and wouldn't committ to an answer of whether or not I would receive a free night. They just kept repeating that you can earn 10,000 or 15,000 or 20,000 reward points depending upon which hotel you stay at. I asked how many points was required to stay and get a free night. All she would say is that it depends upon the individual place that you stay. I finally said to her, miss-x, do I get a free night or not for staying so many consecutive nights at your company's chain. Her response was, I'm not really sure sir?

Okay. I'll spend my money somewhere else.
Posted by SteveWiginowski on 2010-12-14:
It seems like there is a lack of understanding. You want to know if you'll get a free night. They told you that it would depend on which hotel you stayed at as well as which hotel you want to use the free night for. You didn't provide them that information, so they couldn't help you.

Think of it this way, if I tell you that I have 8 coins in my pocket and ask you if I can buy an item that costs a dollar, you would want to know which coins exactly I have. If I don't tell you that information, you won't really be sure if I can buy the item or not.
Posted by Anonymous on 2010-12-14:
SteveWiginowski: I gave them my complete itinerary. I was dealing with a call center that didn't seem to care to look into it for me. I hate those outsourced call centers. I get this feeling talking to them. Almost as though they know nothing about the company for which they work.
Posted by SteveWiginowski on 2010-12-14:
Ah, I gotcha. Since you did give them where you were staying and where you wanted to stay, I don't know what more you could have done. Seems pretty helpless of a call center.
Posted by Anonymous on 2010-12-14:
hothead13 and SteveWiginowski: Thanks for your comments. Since I could not get any help from them, it was nice to have someone listen to my troubles.

Does this mean that I have to pay it forward?
Posted by Anonymous on 2010-12-14:
Howard_the_Duck, just go find that next great adventure in your life :)
Posted by jktshff1 on 2010-12-14:
If you sign in to your account, you can check the various hotel locations to see how many points are required for a stay, any specials that are offered. HI, Comfort, Hilton etc all send me updates for specials on my points via e-mail.
Good Luck
Posted by Anonymous on 2010-12-14:
Thanks! I hope to on our way to New York! We've never been to the East Coast and we are so excited!
Posted by Anonymous on 2010-12-14:
Thanks jktshff1: I clicked on the helpful button as my way of saying thank you!
Posted by momsey on 2010-12-14:
East Coast rules!
Posted by Anonymous on 2010-12-14:
momsey: I cannot click helpful on your comment until her and I find out for ourselves. (laughing)
Posted by MRM on 2010-12-14:
Oh lawd, I hope Howard the Duck is not another nic.
Posted by Anonymous on 2010-12-14:
Keep hope alive MRM!
Posted by MRM on 2010-12-14:
I have lost hope on the 3rd nic.
Posted by Anonymous on 2010-12-14:
East coast is the *RIGHT* coast. Just look at a map of the US.
Posted by Anonymous on 2010-12-14:
MRM: Not following you?
Posted by Anonymous on 2010-12-14:
*ding, ding, ding* We have a winner! Nicely done, MRM.
Posted by MRM on 2010-12-14:
I know everybodys personality like on the back of my hand.
Posted by Anonymous on 2010-12-14:
The early posts were very helpful, and I marked the buttons for it. But the last couple of you are just wierding me out.
Posted by jktshff1 on 2010-12-14:
That's gonna happen here.
Posted by Anonymous on 2010-12-14:
Still wierd. But thanks.
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Holiday Inn doen't give priority points for "No shows" but they do charge you!!
Posted by Gold Member Very Unhappy on 11/16/2010
Our company is on the road 365 days a year, and I ALWAYS stay at Holiday Inn. Without going into full detail of the work I do, there are nights when I am up working all night and can't make it to my hotel room. It is not fun, but sometimes I'm up for a couple days. I didn't realize "THE SCAM" that Holiday Inn pulls on it's priority members until just recently. If you book a room, and don't end up checking into it then they charge you and don't reward you any points!!! WHY IS THIS? They don't even have to clean my room, so I'm saving them money by not showing up. They don't have to wash my towels, make my bed, or do anything!! WHY CAN'T YOU JUST REWARD THE PRIORITY POINTS? I was given the run around by the Holiday Inn Headquarters (1-800-314-2621) about how the hotel has to pay for the points... Okay. What is your point? If you are going to pick a hotel group to become a priority member at, then don't pick Inter Continental Hotels Group. FYI, I'm priority club member: 867064290 and my stay was Oct 22,2010, so feel free to give my points. Thanks.
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Posted by madconsumer on 2010-11-16:
they charged you due to 'guaranteed check in'. had you not reserved the room this way, and showed up at 1am, the room could have gone to someone else. this way, if you did check in late, your room is there for you.

you can always cancel guaranteed check in before 6pm same day.
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Reservation transfer
Posted by Aardvark on 11/09/2010
On the 23rd October we contacted the Central Reservations Call Centre and asked if we can transfer our booking from HOLIDAY INN EXPRESS WASHINGTON DC NORTHEAST to HOLIDAY INN WASHINGTON-CENTRAL/WHITE HOUSE in Washington DC and if there was any penalties, taking into account their cancellation policy. The call center assured me I could make the transfer without any penalties and all I had to do was pay in the rate difference of $263.00 US Dollars.

I then received a confirmation e-mail under my old Reservation Number but NOW showing my hotel as HOLIDAY INN WASHINGTON-CENTRAL/WHITE HOUSE which is what I wanted.

It now seems that this reservation was cancelled, thus me losing my full payment of $721.35 US Dollars and a new reservation was opened under a new reservation number and the amount of $985.00 US Dollars was taken off my Credit Card by HOLIDAY INN WASHINGTON-CENTRAL/WHITE HOUSE.

I never cancelled this Reservation, I transferred my accommodation as advised I was allowed to do by a Holiday Inn representative at Holiday Inn Central Reservations.

I am now over $700 Dollars poorer for an issue I did not make. Holiday Inn’s representatives made a mistake, not me, I inquired, was informed and I am not going to pay $ 1706.35 for two hotels when I am staying at only one.

But I have contacted Guest Relations and get no help, I have spoken to the Hotel and get told no their is no way they can transfer bookings, Central Reservations was wrong. But nobody is willing to refund me the $700 dollars it seems that it is nobodies problem!
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Posted by Anonymous on 2010-11-09:
COntact your credit card company and dispute the charge.
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Beware of "Best Rate" Booking
Posted by Monks3 on 11/07/2010
SHREVEPORT, LOUISIANA -- Best rate booking is claimed to be "deeply discounted rate". Not true. They charge you prior to your stay and you cannot cancel by phone or online.

My reservatopm was for 5420 Interstate Drive in Shreveport, LA

As a Platinum Priority member with 70+ stays in 2009, the Customer Service office would not help.

Holiday Inn Express has lost a good customer. I have no respect for a business that encourages such unethical practices.
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Posted by jktshff1 on 2010-11-07:
Did you book this with Holiday Inn or use a 3rd party agency?
Posted by werelucky on 2010-11-07:
It says right on their website that there is no cancellation or refund when you book a reservation at this rate. I don't know what your issue is. They let you know beforehand. Holiday Inn is free to charge whatever they wish. There is no deceit on their part.
Posted by trmn8r on 2010-11-07:
You said the "Best Rate Booking" is advertised to be deeply discounted, but it isn't true. What evidence do you have?

Another reply covers the fact that this kind of reservation can't be cancelled. As a very frequent customer, I'm surprised you hadn't come across this previously.
Posted by Ben There on 2010-11-08:
Holiday Inn, like most hotel companies, offer discounted rates off of the regular price in exchange for little or no flexibility directly on their own website. When they say no changes for any reason, they mean it.

Its pretty easy to figure out the discount amount - its normally 10-20% off the rack rate.
Posted by bhskittykatt on 2010-11-08:
The whole point of those "early booking rates" is that they're nonrefundable and non-changeable. They're usually marked pretty clearly. Basically, you're guaranteeing the money whether or not you stay, and because you're providing that guarantee of payment, they're cutting you a lower rate. Holiday Inn has these deals, as well as most of the other major chains. I don't see how it's unethical, since you would have had to agree to the terms at booking.
Posted by PepperElf on 2010-11-08:
so the complaint is that they followed their own fine print.

which basically says... they kept their word.
you might not like the word they kept but ... hey at least they were honest.
Posted by Sheldonrs on 2010-11-09:
True Pepper. It's like God. He answers all prayers but sometimes the answer is no. :-)
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Thieves as well as money hungry
Posted by Jack0neal on 10/20/2010
50 EIGHTH ST, SAN FRANCISCO, CALIFORNIA -- Me and my aunt and a friend of the family went a little trip to San Fransisco. My aunt booked us in at the holiday day inn three days the three of us spent there and I'm the only one who didn't enjoy my stay there. The cleaning staff if thats what you call wiping down surfaces with a watered down rag. Where rude and invasive, impatient people. Two make matters worse the day Me and My party left the heartbreak hotel I found out my camera was missing. at the air port I called two times right before I left the city no answer from the cleaning manager. I called one more time right after I got off the plane No answer leaving messages was no help. When I arrived home I told my mom of the runaround I was getting from the front desk and the cleaning manager. she then got the number form me and had to get a little bit more less than professional to finally get the manager on the phone herself. It seems that there office does not close until 5:00 pm I got of the plane a little after 2:30 why he couldn't get back to me after my 4 phone calls is beyond me. Telling him what I had misplaced there the manager insured me that there staff was highly trained to give it to the manager if the found anything seeing how I know I misplaced my camera on the bed it would be pretty hard to miss it unless the cleaning ladies are totally incompetent. None the wiser he said they did not find anything and to them that was that. I have sent several complaints to the company it's self and it seems that everyone in that hotel franchise are looking for easy merchandise.
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Get a grip!
Posted by Nibbler192 on 10/05/2010
This is to all you travelers out there! Holiday Inn Express is just a brand, just like fritos. They are individually owned and operated. Which means that the brand has a standard. But not all owners follow it. Unfortunately some of the owners are VERY CHEAP! Which means they under pay employees. So you get what you pay for!!! I repeat you get what you pay for! You pay minimum wage you get a minimum wage worker! Not someone who would be vested in the company. I work for a Holiday Inn Express, have for 6 years. We are employee owned, which means I OWN IT! Therefor I WILL go out of my way to make each guests stay INCREDIBLE! Why??? I am vested. I will make sure my company makes money!
And just one more thing, when you complain, you catch more bees with honey than you do with vinegar!!! Sometimes its not that you complained, but the way you did it! I respond to people the same way they treat me!!! THINK ABOUT IT!
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Posted by Anonymous on 2010-10-05:
You've got me thinking.
Posted by Anonymous on 2010-10-05:
When you work in customer service and your attitude is "I respond to people the same way they treat me!!!" that is a sure way of getting even more complaints against you.

Customers are not required to be professional and polite, but we are. The best way to handle irate customers is to treat them like gold. Most will respond with an apology...those that don't, who cares? They're probably miserable people that complain about everything...be glad you aren't them and move on. You have to have a thick skin to work with the public, that's just the way it is.
Posted by Anonymous on 2010-10-05:
just like fritos
Posted by Ytropious on 2010-10-05:
Thing is JC, my job description in customer service does not include "be tormented by customers". I'm not saying all customers who complain have problems, but a select few take a normal huffy complaint one step farther and try to make it personal to the person they're complaining about. Calling the person's pay or appearance into the squabble. That is when you stop treating the customer "like gold" and you start giving them a taste of their own medicine, by not hearing any more of their complaint, and the manager usually kicks them out. Like the OP says, you catch more bees with honey.
Posted by jktshff1 on 2010-10-05:
Even when I had my 1st real job working at a local service station for 75 cents an hour, I gave them 110 percent for the time they were paying me. That's the right thing to do.
Posted by Anonymous on 2010-10-05:
Y, that's not in my job description either. If a customer gets out of control or starts making it personal..what good does it do to stoop to their level?

Doesn't it make more sense to remain professional and ask them to leave, or ask for a superior if need be? I can nicely tell a customer that I won't tolerate certain behaviors w/o giving them a taste of their own medicine.

Posted by Ytropious on 2010-10-05:
You didn't read what I meant as "taste of their own medicine". I said they would be kicked out my a manager. Not that I would name call them back. Poor choice of words I guess.
Posted by Anonymous on 2010-10-05:
"So you get what you pay for!!! I repeat you get what you pay for! You pay minimum wage you get a minimum wage worker!"


A lesson I've been taught from a young age was that you get out of life what you put into it. That includes your job. Follow the advice of jktshff1 and give a 110%. You might just be surprised!
Posted by Skye on 2010-10-05:
jkt, brilliant, and excellent advice for anyone and everyone.

Posted by Anonymous on 2010-10-05:
It's all in what melts your butter. Some people will find the negative side of any situation. While others will find the proverbial "silver lining" in every cloud.
Posted by Nohandle on 2010-10-05:
I've said it before, the wage paid has nothing to do with an employee's attitude or work ethics. Nice increase in pay will turn him into an excellent employee? Sorry, I've seen too many cases otherwise.

Vested in a company? That doesn't always work either. Nor would a nice retirement with a company, provided health benefits and the list goes on. Many don't even realize or appreciate what they have with a company. It's a job to them and nothing else.
Posted by Anonymous on 2010-10-05:
nibbler192, maybe customer service is not your thing, perhaps try finding another field of work.
Posted by trmn8r on 2010-10-05:
I was a minimum wage worker once. I never stopped to think about it - I worked hard at that job, and got satisfaction out of it. Even if it was during the 70's gas crisis, and I could only buy gas with my hard earned money every other day.
Posted by idontthinkso on 2010-10-05:
I've read all the comments.. And I have to admit.. I side with.. EVERYBODY!

Treating an irate customer like gold will often lead to an entitled irate customer the next time you see them. Treating every customer like gold will make that part of your job description, and most likely go unnoticed until you treat someone as per official company policy. Then you will be disciplined and/or treated like dogmeat by management and the customers.

It's a catch 22 situation. The whole world that is..

If you treat everyone with basic dignity, try your best and follow company policy, you will be an average worker and go largely unnoticed by manager/fellow employees/customers. If you try harder, either the entitled customers will scam/take advantage of you/lie to get free stuff... or the other employees who are lazy/arrogant/abusive and/or thieves will be promoted above you because of politics.

The general public are about 70-80% nice. This number drops every year as the A-holes keep getting free $$ and preferential treatment just to shut them the ^#$# up.

nibbler192, you are preaching to the Choir. Sucky Customers do not read. They *DO* post complaints here, but they don't read posts from honest workers looking for a break.

just cause, Yup. Agree that most people are best handled with kid gloves and a smile, Pisses them off like CRAZY!! I do, however, have a BS meter. Cross the line and you will either be on your own, walking out the door, or dealing with the police.

Ytropious, Nope.. Lowering myself to their level only makes me more fire-able. Living in an At-Will state means I have precious little rights, and less recourse. I won't be abused though.

Preacher Man, you have a point... but there is a thing called wasted effort. I've been in dead end jobs. I gave 110%, got noticed, but not compensated. oh.. wait.. I did get compensated.. I got more work added to my duties. I would have continued to enjoy being good at my job, had I been given the SLIGHTEST encouragement. Being polite and appreciative merely takes effort, minimal at that.

Nohandle, It may not be an automatic increase in competence and loyalty, increasing someone's pay, but it's a proven method of clearing a position by increasing responsibility without increasing compensation. By creating a decent work environment, you can get great work from low paid workers. Seen it done, BEEN one of them, it's possible.

wallyworld, that was just a cheap reply.

trmn8r, Me too. But that was a DAMN different time..
Posted by PepperElf on 2010-10-05:
"I respond to people the same way they treat me!!!"

although that might stick in some people's craws like a hard lump of stale bread... it is the truth.

although... you actually get more flies with vinegar but...well who the hell wants flies anyway unless you're a frog. =)

but seriously... very astute review
and it brings to mind something a lot of angry customers forget... the owner can pretty much do whatever the hell he or she wants with their business, provided they don't break the law or their agreement with the chain. which means... they're not obliged to say "yes" to every request.

and frankly, despite many customer's self-important thoughts... sometimes you run across one whose business you can just do without. =)
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Below par rooms
Posted by Goldie gramma on 09/21/2010
BISHOP, CALIFORNIA -- Holiday Inn Express....while not all Holiday Inn expresses are the same this review is regarding the review process in general. Most hotels have a central review process not Holiday Inn Express. Each hotel is independently owned and operated. I have stayed at many holidahy inn express and what one calls pillow top is NOT the same bed, I recommend that you ask each regarding their beds. About 1/2 of all the hotels are way below standard, and the food variety also varies. The one hotel that stands out to me for being WAY Below standard for this chain is the Bishop Holiday Express. Rooms were over priced, dirty bathroom, beds were very comfortable, air conditioner loud...soo loud that we couldn't hear the TV that was located next to air conditioner, TV sound had b een adjusted low and we couldn't control. Called maintanence to adjust but he couldn't speak English!! Complained to desk next morning and was not giv en an adjustment on bill as promised.
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Posted by jktshff1 on 2010-09-21:
When I stay at HI, I get an e-mail asking me to evaluate my visit.
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