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Smoking Charge
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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 housekeeping's 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 affiliate. P.S. I just booked a room for this weekend. Sorry. HI, you did not get the business, Quality Inn did.

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Holiday Inn Online
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FAYETTEVILLE, NORTH CAROLINA -- Warning: NEVER make a reservation with Holiday Inn online. I made a reservation “online” 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 online. 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!

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Unethical Behavior
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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

I was not relocated to a different hotel by his comment I was thrown out like an animal, in a strange town. I suffer from a disease that mold and dust can put in such distress that I can stop breathing. They are telling me case is closed, and they had not even spoken to me. I have witnesses with numbers, names, I have a recorded cell phone tape of the incident. Holiday Inn has no regards about guest safety, when people call to voice concern they retaliate. Do not stay there. I am going to escalate this matter. The recording will be going to the media, and I have every intention to make sure this does not happen to another guest.

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Rude Front Desk Clerk
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MARSHFIELD, MISSOURI -- On June 18th I called Holiday Inn Express in Marshfield Missouri to book reservations for a room and also get details on booking a conference room. When "the girl" answered the phone after I made 3 phone calls she stated she was unable to book reservations I would need to speak with the manager. She was very rude and acted as though I was putting her out. I asked when the manager would be on duty. She informed me it would be tomorrow between the hours of 7 and 3.

I work those hours so that was not possible. I explained to her I have never had to speak with a manager before to make reservations at a hotel. I proceeded to ask her if they had a conference room and she said "NO!" I then made a phone call to Holiday Inn 800 number and ask if this was normal protocol and was told it was not and yes they do have a conference room. I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff. I do not need hassles while having a wedding rehearsal and too many hotels willing to accommodate. I would rather drive 30 miles!!

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A Third Rate Hotel
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BROOKLINE MA 1200 BEACON ST, MASSACHUSETTS -- My wife, Nancy, and I spent the night of October 31st at the Holiday Inn in Brookline, Mass. The staff we dealt with were all quite pleasant. The situations we found varied from annoying to ludicrous. Here is the chronology of our stay: Registered in room 307 after 4pm on the 30th. The TV set would not get channel 4, CBS. Moved to 306, set did get channel 4. Went to bar to order Sam Adams beer. Out of the most popular beers in Boston.

Next afternoon spent 1 hr. calling the shuttle pick up from New England Baptist Hospital. Took a cab to Holiday Inn. When I complained about busy signal, very nice man said he was understaffed. When time came for me to find my car was told by the man at the desk that he was new and did not know how to get to the parking area.

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Worst Guest Service
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BETHAY, OK -- May 2010 there were 25+ people traveling to OK to attend graduation ceremonies. I booked us into the Holiday Inn Express in Bethany OK. We chose Holiday Inn Express partly for their Priority Club Membership as I knew that I would be traveling quite a bit in upcoming months. I paid for my room for 8 days and for two room nights on another 4 rooms for a total of 1200.00 in receipts. The next time I tried to book a room with Holiday Inn I noticed my points still Sat at 0. I began to try to get this resolved. I was told at one point that my points would reflect at least my stay @ 5928 and what was added was a little over 3000 points - still wrong.

In the meantime I booked 2 room nights in Seattle. I had hoped to use my accumulated points to help lower my rate in Seattle. They refused to settle my account before my stay in Seattle so I decided to go with a 20% off discount for that stay. This discount never got applied to my room there and they will not honor that either. Upon my return home I am informed that because my time frame exceeds the allotted restraints that they will not honor my Priority Club reward points. So ripped off all the way around with Holiday Inn. No guest service here!!!

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Dirty and disgusting
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I stayed for a week at the Holiday Inn Select on Viger St. in Montreal. My room was disgusting dirty and smelled really bad. The carpets were spotted. The tile floor was dirty feeling. Furniture smelled and was dirty. There were even cobwebs. I had a balcony and the sliding door was broken. Exhaust fan in the bathroom was full of dust that hung from the vent. Towels were smelly and the walls were dirty. I felt so gross in this room. It is listed as a 3.5 star but should not even be a 2. TV was old and decor very outdated. Cost 160.00 per night! Rip-off.

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Don't Be Fooled by HI Rewards Program.
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A very bad phone conversation just occurred with me and a foreign representative trying to pass themself off as an American named Ann. Well, "Ann" believed that Boston was in Texas, that was my first hint that my complaint was not going to go far. As for being transferred to a representative in the USA, that wasn't going to happen.

My complaint stemmed from the bait and switch rewards program that Holiday Inn has. My eleven days spent at the hotel chain were not going to count because it was booked through a third party process. This was not at all revealed on any of the signup page or where any normal individual would see this. Not till you went to terms and agreements in fine print and buried in three pages of text do you find this.

Normal booking rates were twice the amount that a third party would give, but I did select Holiday Inn as my preferred choice, thinking that I was part of a rewards program. Please don't sign up for this program unless you would like to pay top rate price to earn a free night down the road. I am disappointed that this occurred, I would have liked Holiday Inn to be my first choice when booking.

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Non-Pet Friendly Hotel May Cost You $250.00!
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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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Holiday Inn Rewards Program
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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 response to my complaint took 6 emails. And ended with them just telling me "too bad".

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Holiday Inn Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 5 ratings and
94 reviews & complaints.
Contact Information:
Holiday Inn
PO BOX 30321
Salt Lake City, Utah 84130
1-800-621-0555 (ph)
1-801-975-1846 (fax)
www.basshotels.com/holiday-inn
HI-guestrelations@basshotels.com
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