InterContinental Hotels Group / Holiday Inn Express Complaint - Poor customer service
I had wanted tp book a room at the Holiday Inn Express in Hendersonville, NC, but by mistake, booked it at Henderson, NC, a few hours up the road from Hendersonville. I paid for three nights in advance. When I arrived in Hendersonville, the explained my mistake. I asked if they could contact the Holiday Inn Express in Henderson. They did, and after much back and forth, along with suggestions that I call guest relations, I was told, prior to leaving NC that I would receive a credit on my MasterCard account.
No word for months. I contacted both the Holiday Inn Express at Hendersonville and Henderson. Neither party was helpful. It was now guest relations problem at the InterContinental Hotels Group. After two e-mails, I finally got a response, saying, in essence, "sorry, we can't help."
The Henderson Holiday Inn Express said they were fully booked, so that my cancellation resulted in their getting paid twice for the same room.
I found none of the parties helpful and worse, the attitude seemed to be "it's your problem not ours." I would think in a competitive environment, and given how much business I have given this hotel chain, I would have been given more consideration,
So, be advised, don't expect much from the Holiday Inn chain or InterContinental Hotels if you have a mix-up like I did. Now, neither I nor anyone in our company around the U.S. will stay in a hotel with this group.