HolidayInn Express - Poor Customer Service

Fail to Provide Discount Offered by the Time the Reservation Was Made - Complaint
Review by bayamo51 on 2012-07-20
Rating: StarStarEmpty StarEmpty StarEmpty Star
PHILADELPHIA, PENNSYLVANIA -- This hotel Holiday Inn express is located at the side of the phylly stadium. At the time the reservation was made I was informed of a discount because of goverment employee. When me and my family arrived I was then informed that there was no discount and if there was one available they were only was a couple dollars.. ..We are traveling from Niagara Falls to Ny and from NY to Philadelphia and then to Virginia.

All the HolidayInn Express provided the discount as are they promise except the one I mentioned in Philadelphia... Please be aware they are not giving you what they offered by the reservation time.
I think this is very disrespectfull and a poor service when you concider we were using 4 rooms and cost us a lot more than we expected.

All I expected is that if there was no discount to tell me in advance and I had not make my reservation with them.
Comments:5 Replies - Latest reply on 2012-07-20
Posted by T on 2012-07-20:
Are you entitled to a discount when travelling for pleasure? Does the discount apply to your entire party? With 4 rooms, my guess would have been it would only apply to yours.

What specific reason did the manager give? "We don't give discounts..." "You aren't eligible for a discount because..." etc?
Posted by bhskittykatt on 2012-07-20:
I thought you had to be travelling on gov't business to get that discount.

Either way, you mention other locations gave you the discount. Were you told specifically this location would give you the discount, or just told that Holiday Inn Express in general offers gov't discounts? Some individual locations may have blackout periods for discounted rooms during the busy season.
Posted by Johanna on 2012-07-20:
Is HIE a corporate owned chain or a franchise? If it's the latter, that might explain it. Otherwise, it sounds like the other sites may have applied the discount incorrectly.
Posted by jonthethird on 2012-07-20:
Using a government discount when not on government business is, in most cases, prohibited by the policies of the government involved. That said, it is also unfair to the hotel and an abuse of the privilege.
Posted by leet60 on 2012-07-20:
Holiday Inn Express is owned by the IHG hotels Group. The government/military discount has conditions and the location must be a "participating" location. If the conditions are not met and the hotel offers the discount they do so on their own.

"More than 3,000 participating IHG hotels worldwide provide government rates to active military, federal, state, local, international government employees and cost-reimbursable contractors (CRCs) on official business travel. Advise the agent when making your reservation in order to receive this special rate. Proper ID is required at check-in.

Government/Military/CRC or state government rates are not valid in conjunction with any special promotion, discount rate or group rate. Special event and blackout dates may apply and rooms are limited. Guests should present either a valid government-issued ID, or government credit card or government travel work orders or an IHG on-line traveler card at check-in."

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